Surveyor

Know who you are calling before you dial.

Surveyor is a preview dialer for 3CX. Agents see each contact before they dial, read from your script, record the outcome and notes, then move on to the next contact.

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Preview each contact first
Scripts and survey questions
Notes kept in one database

The Dialer screen

The contact, the script and the outcome, on one screen.

Agents work from one page of widgets that managers choose and arrange. Everything they need for the call is already in front of them when they dial.

Surveyor Dialer screen with the Campaign, Call Control, Call Status, Contact Address, Contact Attributes, Call Back, Call Notes and Agent Script widgets

Call Control
The contact's name, phone numbers and email addresses, with Dial, Transfer, Save and Next.
Agent Script
The script for this campaign and list. A Survey Questions widget can list the questions to ask.
Contact details and notes
Address, attributes such as last order and status, and notes from earlier calls.
Call Status and Call Back
Pick the outcome, add notes, and schedule a callback for the time the customer asks for.

How an agent works a list

The same five steps, for every contact on the list.

Open the list
The agent picks a campaign and a list. The first contact on the list loads in Call Control.
Review the contact
Before dialing, the agent sees the phone numbers, address, saved notes and details such as last order, class and status.
Dial and follow the script
One click dials Phone 1, Phone 2, Mobile or Fax. The agent script and the survey questions to ask sit on the same screen.
Record the outcome
The agent picks a call status such as No Answer, Sale or Not Interested, adds notes, and can schedule a callback.
Move to the next contact
Once the call has a status, Next brings up the next contact. The number beside Next shows how many are left to call.

For agents and managers

Scripts, history and outcomes your whole team shares.

Scripts and survey questions

Agents on the same list read from the same script.

Managers write an agent script for each campaign and each list in a built-in text editor. Survey questions are set up in the Questions menu, grouped into surveys, and listed in the Dialer for the agent to ask.

Format scripts with the built-in word processor
Choose an answer type for each survey question
Group questions into named surveys
Call Qualification questions, such as best time to call

Agent Script widget showing a follow-up script about a summer promotion that asks the contact to confirm an account number

Mini CRM

A history of every conversation with each contact.

The Contacts screen keeps notes from past conversations with the date and the agent who wrote them, so whoever speaks with the contact next can see what was discussed and promised.

Add contacts by hand, or search by any detail
Qualification answers kept with each contact
Contact attributes such as first order, last order, class, status and territory
Mark a contact Private or Do Not Contact

Contacts screen History tab for a company, with a dated note, the agent's extension and name, and Do Not Contact and Private boxes

Campaigns and agents

Split the work across your team.

Create a campaign, add one or more lists with start and end dates, and move agents from Unassigned to Assigned. Each list can have its own script.

Import contacts from a CSV file and match its columns to contact fields
Or let Surveyor watch a folder, import new CSV files and move them to an archive folder
Set campaigns and lists to Active or Inactive
Assign agents one at a time or all at once

Campaign list window on the Assign Agents tab, with extensions in an Unassigned list, three in an Assigned list, and buttons to move them between the two

Call outcomes

Every call ends with a clear outcome.

Agents choose a call status before they move on. Managers add their own statuses, turn off the ones they do not use, and choose which ones let the agent try again.

Set a wait time before a No Answer contact comes back around
Schedule callbacks at the time the customer asks for, and mark them Done
Lookups for standard choices, such as Buying Status or Customer Status

Call Status widget with statuses including Busy, Customer Hung Up, Left a Message, No Answer, Not Interested, Sale and Scheduled Manual Call

Where it helps

For the calls that need a real conversation.

Survey campaigns

Agents on a list ask each contact the same questions from that list's script, and managers review the Survey Report.

Sales follow-up

Follow up on an ad or promotion, record a Sale or Not Interested, and see the sales value by campaign.

Customer check-ins

Agents read the contact's history before the call, so each conversation picks up where the last one ended.

Agents at home or in the office

Agents work in the Surveyor web page with a 3CX softphone, at home or in the office.

Reports

See how every campaign and agent is doing.

The Reports menu has five web-based reports. Each one can be grouped by any column and exported to PDF, XLS, XLSX, RTF or CSV.

Call ReportCustomer, campaign, agent, phone number, date and time, and the call status the agent chose.
Performance ReportCalls made and total call time for each agent, by campaign.
Sales ReportSales value by campaign, with the company and person contacted.
Call Back and Survey ReportsCallbacks by agent and whether they are complete, and survey calls by campaign, agent and person contacted.

Surveyor Call Report with export buttons for PDF, XLS, XLSX, RTF and CSV, and columns for customer, campaign, agent name, phone, date and time and disposition

The Call Report, with names and numbers blurred.

Surveyor is included in the VoIPTools Subscription.

One subscription gets you Surveyor and 30+ other add-ons for 3CX.

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Surveyor or Power Dialer

Pick your dialer by who makes the call.

Surveyor: an agent makes every call.

A preview dialer for conversations that need a person on the line.

Agents see the contact, the history and the notes before they dial
They read your script and ask your survey questions
They record a call status and notes, and schedule callbacks
Managers review call, performance, sales, callback and survey reports

Power Dialer: the list gets called for you.

Automated campaigns that deliver the same message, personalized for each person.

Calls each contact and plays a spoken or recorded message
People can press 1 to confirm an appointment or 2 to reach your team
Texts and emails can go out from the same list

See Power Dialer

Both are included in the VoIPTools Subscription, so you can use each one for the calls it suits.

Control

Settings for the managers who run campaigns.

Access by extension group

Pick a 3CX extension group. Only its members can sign in, with their extension and voicemail PIN, and licensing follows the group's size.

Roles and field access

Managers see every menu. The Controls tab sets which fields admins, managers and users can see or edit, and lets you rename field labels.

Arrange the Dialer

Choose which widgets appear on the Dialer screen, move them where you want, and save the layout.

Custom Branding

Change the header colors, grid color, logo and header title so the portal looks like your own.

Everything in Surveyor

Scripts managed in a simple web-based system
Survey questions and question groups
Campaigns, lists and agent assignment
Preview each contact before dialing
Place calls from the Dialer screen
Works alongside 3CX through the VoIPTools Relay
Built-in mini CRM with contact history
Notes stored in a central database
Web-based call, performance, sales, callback and survey reports
CSV import, by hand or automatically from a folder
Custom call statuses, with or without retry
Callback scheduling
Caller ID widget, with the Caller ID add-on
Auto Voicemail widget, with the Auto Voicemail add-on
Customizable widgets, labels and branding
Date and currency formats by culture
Sign-out after a set time of inactivity

Details

Requirements, updates and documentation.

Downloads and documentation

3CX V20
A Windows computer for VoIPTools, running Windows 10 or later, or Windows Server 2012 or later, with at least 8 GB of RAM. Installing on a domain controller is not supported.
The Windows web server role, with Basic Authentication, .NET Extensibility and ASP.NET 4.x
.NET Framework 4.7.2
Microsoft SQL Server 2016 or later. The free Express edition works, and Mixed Mode is recommended.
VoIPTools Relay on the 3CX server, and the VoIPTools Universal Updater
Static IP addresses for the VoIPTools and 3CX servers. HTTPS is recommended, which needs a fully qualified domain name.
Port 5800 open, and Relay port 8801 open on the 3CX server and its firewall
Agents use the Surveyor web page and a 3CX softphone
Licensing is counted by the members of the Surveyor extension group, including group managers

Check the documentation for the current release and full setup details for your environment.

Questions

Surveyor questions, answered.

Anything else? Our team answers 24/7 from the USA, India and the Philippines.

Is Surveyor the same as the Preview Dialer?+

Yes. Surveyor is a preview dialer for 3CX, and its V20 documentation is titled Preview Dialer V20.

Where do the contacts come from?+

Managers import a CSV file in the Import screen and match its columns to contact fields, or turn on automatic import so Surveyor picks up new CSV files from a folder. Contacts can also be added by hand.

Can agents work from home?+

Yes. Agents use the Surveyor web page and a 3CX softphone, from home or the office.

How are licenses counted?+

You choose a 3CX extension group for Surveyor. Only its members can sign in, and licensing is based on the number of people in that group, including group managers.

What happens when nobody answers?+

The agent marks the call No Answer and moves on. The contact comes back around after the wait time you set. For statuses marked Allow Retry, the agent can try the call again.

Can we add our own call statuses and choices?+

Yes. Managers add and turn off call statuses in the Dispositions tab, and manage preset choices such as Buying Status or Customer Status in the Lookups tab.

Does it work with other VoIPTools add-ons?+

Yes. With Auto Voicemail installed, agents can play a prerecorded message into a customer's voicemail box from the Dialer. With Caller ID installed, agents can change the outbound caller ID for their extension from the Dialer.

Got a question?

Talk to the team that builds Surveyor.

Whether it is Surveyor, another add-on, or a custom solution built around your needs, we can help you get the most out of 3CX.

Already a customer? For help with an install or an issue, email Support@VoIPTools.com.

Keep exploring

More add-ons for sales and outreach.

Surveyor and every add-on below come in the same VoIPTools Subscription.

Browse all 35 add-ons

Sales and outreachPower DialerTurn a contact list into automated call, text and email campaigns for reminders, notices and follow-ups.See the add-on Sales and outreachAuto VoicemailWhen an outbound call hits voicemail, agents pick a saved message to leave and move straight to the next call.See the add-on Sales and outreachCaller IDAgents choose which business or regional number shows on each outbound call, then switch back to the default.See the add-on

Run your next calling campaign with Surveyor.

See it on a live demo, or get it today as part of the VoIPTools Subscription, with 30+ other add-ons included.

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