SmartAdvocate Configuration for Predictive Dialing

SmartAdvocate system needs to be configured to work with predictive dialing system. Below is the description of the typical configuration.

Three status types will be created:

• Dialer Status - this status type will be used to indicate if the case should be passed to dialer. Typical statuses are:

  • To Dial

  • In the Dialer

  • Do not Dial

• Last Dialer Disposition - this status type will be used to indicate a result of last dial attempt. Typical statuses are:

  • Never Dialed

  • Busy

  • No Answer

  • Answering Machine

• Campaign Status - this status is used to differentiate between different dialing campaigns. There are no standard statuses for this status type, but the examples could be:

  • Intake follow-up

  • Notification campaign

  • Questionnaire campaign

• Attempts Status - this status type is used to track a number of attempts dialer has made to contact the client. Typical statuses would be numbers from 0 to 20.

  • 0

  • 1

  • 2

  • …

  • 20

GetCasesToDial

Gets a list of cases for dialer to dial. Only cases that have Dialer Status “To Dial” will be returned. SmartAdvocate will also look at the date/time associated with the “To Dial” status and will only return cases where the date/time is in the passed, i.e. cases with future to dial time will not be returned.

Parameters

• Campaign - Dialer campaign name. Can be empty to return all cases to dial.

• CaseGroup - Case Group name. Can be empty to return cases from all case groups.

• Records - number of records to return.

Return Values

[
  {
    "CaseID": 6,
    "Phones": [
      {
        "PhoneName": "Cell",
        "Phone": "4025555759",
        "Primary": true,
        "Text": true
      },
      {
        "PhoneName": "Home",
        "Phone": "4025551234",
        "Primary": false,
        "Text": false
      }      
    ],
    "CaseStatus": "LIT 04 - Answer Received",
    "DialerStatus": "To Dial",
    "Campaign": "Intake follow-up",
    "Attempts": "1",
    "DialDateTime": "2020-07-28T23:02:00",
    "ZipCode": "68046"
  }
]

GetCaseInfo

This method returns information about a specific case.

Parameters

• CaseID- SmartAdvocate case id.

    {
        "CaseID": 7,
        "Phones": [
            {
                "PhoneName": "Home Primary Phone",
                "Phone": "4023205759",
                "Primary": true,
                "Text": false
            },
            {
                "PhoneName": "Cell",
                "Phone": "4025758268",
                "Primary": false,
                "Text": false
            }
        ],
        "CaseStatus": "LIT 03 - Lawsuit Served",
        "DialerStatus": "Do not dial",
        "Campaign": "Intake follow-up",
        "Attempts": "1",
        "DialDateTime": "2020-06-09T11:26:00",
        "ZipCode": "11235"
    }

UpdateCaseStatus

Updated status for one or more cases.

Parameters

• CaseID - SmartAdvocate case id

• Status - New Dialer Status to be set (To Dial/In the Dialer/Do not Dial). Can be empty, in which case the status will not be updated.

• NextCall - date/time of the next call. Should be used in conjunction with “To Dial” dialer status. For “In the Dialer” and “Do not Dial” current date/time should be used.

• Attempts - Attempts count. Updates Attempts status in SmartAdvocate.

• Disposition - New Last Dialer Disposition status to be set.

{
   "Cases":[
      {
         "CaseID":515512,
         "Status":"To Dial",
         "NextCall":"2020-05-06T09:00:00",
         "Attempts":1,
         "Disposition":"No Answer"
      }
   ]
}

AddCaseNote

Adds a note to one or more cases.

Parameters

• CaseID - SmartAdvocate Case id

• Note - text of the note