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Poltys CA Outbound Dialer Module
Training Presentation
Benefits
TDE, NCP and NS1000 series PBX
Benefits to Customer• Significantly improve productivity• Agents spend more time talking than
dialing• Enhance customer service and
increase customer satisfaction• Speeds up response times• Increase productivity, reduce costs
Benefits to Dealer Increase sales into• Collections Agencies, Patient Check-
Up, Appointment Confirmation, Lead Generating, Telemarketing, Political Campaigns
Benefits to Sales Company• Enhance the CA functionality with a
new productivity feature that allows penetration in vertical markets
Outbound Dialer Module – Presentation Content
Overview Features
TDE, NCP and NS1000 series PBX
OVERVIEWChapter 1
OverviewWorks with CA PRO/ Supervisor/Console
Multi Language GUI
Automatically places calls to a predefined list of phone numbers from the CA user phone and presented with popup screen for notes when call is answered
Agents write down call notes
Call list can be filled by user or imported from CSV file
Agents can share the Call List
Use Case – PBX mode
Call every customer in the List
When the Call is Answered pop up screen for notes
Agent writes call notes
CA + TDE/NCP/NS1000
Call Every Entry in the List
Call answered- Pay messageNo Answer – Retry later
Customers
Customers
Customers
Automatically call customers in list using the agent phone when the agent status is “available”
Call Every Entry in the List
Call answered - Pay messageNo Answer – Retry later
Agent CA Client
Outbound Dialer Module
Use Case – CA Server
Call every customer in the List
When the Call is Answered pop up screen for notes
Agent writes call notes
Customers
Customers
Customers
Call Every Entry in the List
Call answered - Pay messageNo Answer – Retry later
Agent CA Client
Outbound Dialer Module
NCP/TDE/NS1000
CA Server
Call Every Entry in the List
Call answered- Pay messageNo Answer – Retry later
Automatically call customers in list using the agent phone when the agent status is “available”
FEATURESSection 2
Start the Outbound Dialer ModuleOutbound Dialer Module is launched by clicking on “ACD Report” button in CA Supervisor or CA Pro.
2. Click on “Outbound Dialer” button.
1. Click on “ACD Report” button.
Select Outbound Dialer GUI LanguageSelect the GUI language
2. Select “Language” menu
option.
1. Click on “File” menu option.
4. Select language.
5. Click on “OK” button and restart
application.
3. Click on drop-down list button.
Outbound Dialer Module Call ParametersConfigure Call Parameters
Maximum number of retries before giving upTime interval between retriesOutbound prefix string if neededNo answer timeout – how long to call before deciding there is no answer
2. Select “Settings” menu
option.
1. Click on “Settings” menu
option.
3. Configure call parameters.
4. Click on “OK” button.
Outbound Dialer Module – Manual Call ListOutbound Dialer Module lets the agents fill in the destination recipients list manually or import it from a CSV file (next slide)
1. Click on “Add” button.
2. A new blank item is added to
the list.
3. Fill in “Name”, “Phone No” and
“Call Time”.
4. Make sure that “Call Status” is set to NOT_CALLED.
5. Repeat adding new items to the list as needed.
6. Click on “Apply” button for changes
to take effect.
Outbound Dialer Module – Import Call ListOutbound Dialer Module lets the customer to fill in the destination recipients by importing call list.
1. Click on “Import Call List”
button.
2. Click on browse button.
6. Click on “Import” button.
3. Select file to be imported.
5. Check option if the CSV file contains
header as first line.
4. Click on “Open” button.
7. Click on “Apply” button for changes to
take effect.
Outbound Dialer Module – CSV File FormatOptional header line in CSV file.
1. Fill in person “Name” to be
called
2. Fill in “Phone No” to
be called
4. Set “Retry Count” to 0 for all
items
3. Set NOT_CALLED for all items
Start/Stop Outbound DialerStart Outbound Dialer by pressing the “Start outbound calls”
Stop Outbound Dialer by pressing the “Stop outbound calls”
Once the Outbound Dialer is started, the items in outbound call list with Call Status set to NOT_CALLED or NO_ANSWER and Retries less then Max Retry are processed
1. Start calls.
2. Stop calls.
Outbound Dialer Module Call NotesAfter the call was answered, Outbound Dialer Module displays a pop-up window that lets the Agent to modify either “Call Status”/ “Notes 1”/ “Notes 2”/ “Notes 3” fields
1. Call got connected.
Outbound Dialer Module Manual DialStop Outbound Dialer by pressing “Stop outbound calls”Press “Dial next call” button • The first number in the list that has Call Status set to NOT_CALLED or NO_ANSWER and Retries less then Max
Retries is called
• If the call is marked with NO_ANSWER , the call is automatically redialed after Retry Time
2. Click on “Dial next call” button to place calls one by
one.
1. Click on “Stop outbound calls”
button to make sure that the calling
process is stopped.
Outbound Dialer Module Sharing The Call ListAgents can share the outbound call list between themIn this case, they need connect to a remote Outbound Dialer database as shown below
2. Select “Database location” menu
option.
1. Click on “Settings” menu option.
Make sure that the PC that shares its database with other Agents has the MS SQL Server Dynamic Port opened in the Firewall.
3. Enter the IP Address of the
database that it’s shared.
4. Click on “Save” button.
Thank You