Transcript Poltys CA Outbound Dialer Module

Training Presentation
Poltys CA
Outbound Dialer Module
Benefits
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 CheckUp, 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
TDE, NCP and NS1000 series PBX
Outbound Dialer Module – Presentation Content
Overview
Features
TDE, NCP and NS1000 series PBX
Chapter 1
OVERVIEW
Overview
Works 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
Automatically call customers in list using the agent phone when the agent status is
“available”
Call Every
Entry in
the List
Customers
Agent
CA + TDE/NCP/NS1000
Customers
Call Every Entry in the List
Call answered- Pay message
No Answer – Retry later
Customers
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Outbound
Retry
Dialer
Module
later
Call every customer in the List
When the Call is Answered
pop up screen for notes
Agent writes call notes
Use Case – CA Server
Automatically call customers in list using the agent phone when the agent status is
“available”
Call Every
Entry in
the List
Customers
NCP/TDE/NS1000
Agent
Customers
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Outbound
Retry
Dialer
Module
later
CA Server
Call every customer in the List
When the Call is Answered
pop up screen for notes
Call Every Entry in the List
Customers
Call answered- Pay message
No Answer – Retry later
Agent writes call notes
Section 2
FEATURES
Start the Outbound Dialer Module
Outbound 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 Language
Select the GUI language
1. Click on “File”
menu option.
2. Select
“Language”
menu option.
3. Click on dropdown list button.
4. Select language.
5. Click on “OK”
button and restart
application.
Outbound Dialer Module Call Parameters
Configure Call Parameters
Maximum number of retries before giving up
Time interval between retries
Outbound prefix string if needed
No answer timeout – how long to call before deciding there is no answer
1. Click on
“Settings” menu
option.
2. Select
“Settings” menu
option.
3. Configure call
parameters.
4. Click on “OK”
button.
Outbound Dialer Module – Manual Call List
Outbound Dialer Module lets the agents fill in the destination recipients list manually or import it
from a CSV file (next slide)
4. Make sure that
“Call Status” is set
to NOT_CALLED.
2. A new blank
item is added to
the list.
3. Fill in “Name”,
“Phone No” and
“Call Time”.
6. Click on “Apply”
button for changes
to take effect.
1. Click on “Add”
button.
5. Repeat adding new items
to the list as needed.
Outbound Dialer Module – Import Call List
Outbound Dialer Module lets the customer to fill in the destination recipients by importing call list.
2. Click on
browse button.
5. Check option if the
CSV file contains
header as first line.
3. Select file to be
imported.
1. Click on
“Import Call List”
button.
7. Click on “Apply”
button for changes to
take effect.
4. Click on
“Open” button.
6. Click on
“Import” button.
Outbound Dialer Module – CSV File Format
Optional header
line in CSV file.
1. Fill in person
“Name” to be
called
2. Fill in
“Phone No” to
be called
3. Set
NOT_CALLED
for all items
4. Set “Retry
Count” to 0 for all
items
Start/Stop Outbound Dialer
Start 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 Notes
After 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 Dial
Stop 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
1. Click on “Stop
outbound calls”
button to make
sure that the calling
process is stopped.
2. Click on “Dial
next call” button to
place calls one by
one.
Outbound Dialer Module Sharing The Call List
Agents can share the outbound call list between them
In this case, they need connect to a remote Outbound Dialer database as shown below
1. Click on “Settings”
menu option.
2. Select “Database
location” menu
option.
3. Enter the IP
Address of the
database that it’s
shared.
Make sure that the PC that shares its database with
other Agents has the MS SQL Server Dynamic Port
opened in the Firewall.
4. Click on “Save”
button.