Front Sight Firearms Training Institute
"Firearms training from the finest instructional staff in the industry"
FacetPhone for an Outgoing Call Center Controlled by a FileMaker Database
Front Sight Firearms Training Institute is located near Las Vegas, Nevada and provides a resort setting for firearms training taught by seasoned and professional law enforcement, military, and private citizen instructors to levels that far exceed law enforcement and military standards. Founded by Four Weapons Combat Master, Dr. Ignatius Piazza, Front Sight has grown to become the largest and most respected firearms training institute in the world.
In late 2013, Bill Kapeles, Front Sight's Director of Operations, was looking for technology for an outgoing call center that could interface with his FileMaker database. He came across a post that Eric Yundt, one of our technical guys, had published on his personal blog. In the article, Eric showed how to dial a call on a FacetPhone system from a FileMaker program and how to retrieve the caller ID of an incoming call from FacetPhone for use in displaying the customer's record in the database. This wasn't quite what Bill was looking for. He wanted his database to supply a list of numbers for the phone system to call rather than having agents place calls one by one from the database. However, the blog posting showed that FacetPhone could interact with a FileMaker database, so Bill gave us a call.
Eric and Bill worked together to create a method for Bill's FileMaker database to feed contact phone numbers to the FacetPhone system. FacetPhone had limited dialer capabilities. Bill kept pressing us for more dialer functionality and we brought it up to the point that it served his needs. We still don't claim that it is a full fledged predictive dialer. However, it also never calls anybody and leaves them in silence on the phone saying "Hello ... Hello ..." with no operator ready to connect to the call!
Front Sight's FacetPhone system uses a Mac mini server, Polycom IP phones for the agents and SIP trunks for the phone service. When the FileMaker database presents a list of contacts to call, FacetPhone starts up the specified number of dialer sessions that is tuned to the number of agents available. When a live answer occurs on one of the sessions, the call is connected to an agent.
We're glad that Bill leaned on us a little to bring FacetPhone's outgoing call center and dialing capabilities up to the point where they are today!
Copyright © 2016 Facet Corp. All rights reserved.