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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

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Presentation Transcript
slide1

Training Presentation

Poltys CA Outbound Dialer Module

benefits
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 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

TDE, NCP and NS1000 series PBX

outbound dialer module presentation content
Outbound Dialer Module – Presentation Content

Overview

Features

TDE, NCP and NS1000 series PBX

overview1
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
Use Case – PBX mode

Call Every Entry in the List

Call answered - Pay message

No Answer – Retry later

Automatically call customers in list using the agent phone when the agent status is “available”

CA Client

Agent

Customers

CA + TDE/NCP/NS1000

Outbound

Dialer Module

Customers

Call Every Entry in the List

Call answered- Pay message

No Answer – Retry later

Call every customer in the List

When the Call is Answered pop up screen for notes

Agent writes call notes

Customers

use case ca server
Use Case – CA Server

Call Every Entry in the List

Call answered - Pay message

No Answer – Retry later

Automatically call customers in list using the agent phone when the agent status is “available”

CA Client

Agent

Customers

NCP/TDE/NS1000

Outbound

Dialer Module

Customers

Call every customer in the List

When the Call is Answered pop up screen for notes

Agent writes call notes

CA Server

Call Every Entry in the List

Call answered- Pay message

No Answer – Retry later

Customers

start the outbound dialer module
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 Outbound Dialer GUI Language
  • Select the GUI language

1. Click on “File” menu option.

2. Select “Language” menu option.

3. Click on drop-down list button.

4. Select language.

5. Click on “OK” button and restart application.

outbound dialer module call parameters
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 – 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 – 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.

6. Click on “Import” button.

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.

outbound dialer module csv file format
Outbound Dialer Module – CSV File Format

Optional header line in CSV file.

3. Set NOT_CALLED for all items

1. Fill in person “Name” to be called

4. Set “Retry Count” to 0 for all items

2. Fill in “Phone No” to be called

start stop outbound dialer
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
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
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
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.