A current browser
The administration and the agent desk run in the browser – on Windows, macOS and Linux. No installation and no Windows licence is strictly required.
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Technology, operation & security
mmDial is a hosted solution: the entire IT infrastructure sits in our data centre. All that stays with you are the workstations. This page describes what that means technically.
At the workstation
What you need on site
Deliberately little. Anyone already working with PCs and an internet connection usually has everything needed.
A headset – nothing more
The browser brings the voice connection with it: when signing in, the agent ticks Use integrated VoIP connection, and that is that. Anyone who prefers a SIP softphone or a desk phone can still use one.
A stable internet line
Every simultaneous call takes up bandwidth in both directions. We help with sizing – which is well worth it especially for larger teams.
In the data centre
Operation and availability
The web interface, dialler core, phone system and database run at our end. The load is spread dynamically across several servers; monitoring services step in before a bottleneck reaches the customer.
- Servers located in Germany
- Dynamic load balancing across several systems
- Monitoring of server health and line quality
- Regular backups of customer data
- Protection against automated login attempts
- Encrypted transmission (HTTPS)
- Fault reports at status.mmdial.de
Telephony
How the calls run
The connection to the telephone network is made through voice-over-IP partners. Billing is to the second from the first second – not in started minutes.
- Per-second timing, no minimum duration
- Itemised call records via the telephony partner
- Incoming numbers for inbound operation
- Caller ID adjustable per campaign
- Regional numbers by area code Comfort
Typical connections
- Hand over leads from the CRM
- Write call results back
- Read out history and transfers
- Collect automatic exports
- Embed an external order form
- Sign in with an API token instead of a user account
Webhooks instead of asking
Anyone keeping their leads in their own system used to have to ask what mmDial had made of them. Now mmDial speaks up by itself: per campaign you store rules that fire on a change of outcome or an edit to a lead.
- Up to three addresses per rule, each as an HTTP POST or as JSON
- Optionally an email as well, with a template of your own
- Per rule you choose whether it applies to the agent, the administration or the API
- Sent along are the lead ID, for outcome changes the old and the new outcome, plus the master-data fields you tick
Interfaces Comfort
Connecting mmDial to your system
Anyone already running a CRM wants to keep it. mmDial Comfort provides an HTTP API through which data can move in both directions. On top of that, external order forms can be embedded – then your system remains the leading source and mmDial merely supplies the call data.
Because requirements are rarely off the peg, we also develop campaign modules to order. Describe your process to us – we will tell you whether the standard covers it or what would be needed.
Discuss a connectionLegal
Data protection and lawful operation
What we provide
- Processing on servers in Germany
- Data processing agreement under Art. 28 GDPR on request
- Blocklists (DNC) per campaign and globally
- A cap on the abandon rate per campaign
- Time windows that reflect the permitted calling hours
- Logging of changes Comfort
What remains your responsibility
As the controller within the meaning of the GDPR, you decide on the purpose and means of the processing. That includes in particular:
- The legal basis for approaching your contacts
- Consent and notice before every call recording
- Observing the permitted calling hours
- Handling requests for information and erasure
- The record of processing activities
This overview is not legal advice. If in doubt, speak to your data protection officer.
Open technical questions?
Bandwidth, devices, interfaces, migrating an existing stock – we are happy to clear that up beforehand.