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