CA Outbound Dialer Module. Operation Manual v1.1

Transcription

1 CA Outbound Dialer Module Operation Manual v1.1

2 Poltys, Inc N. Main Street, Suite D, Anderson, SC (864) , Poltys Inc. All rights reserved. The information contained in this manual is based on information available at the time of publication and is subject to change without notice. Accuracy and completeness are not warranted or guaranteed. No part of this manual may be reproduced or transmitted in any form or by any means, including electronic medium or machine-readable form, without the express written permission of Poltys, Inc. Brand or product names are trademarks of their respective owners. February 2013

3 Contents OVERVIEW... 5 INTRODUCTION... 5 KEY FEATURES... 5 BENEFITS... 5 TELEMARKETING USE CASE... 6 INSTALLING CA MODULES... 7 DOWNLOADING CA MODULES INSTALL KIT... 7 INSTALLING CA MODULES KIT... 8 CONFIGURING COMPONENTS CONFIGURING CA MODULES CONFIGURING PANASONIC CA CLIENT LICENSING CA MODULES INTRODUCTION GATHERING AUTHORIZATION KEY ACTIVATING CA MODULES USING CA OUTBOUND DIALER MODULE CHANGING SETTINGS ADDING/ REMOVING OUTBOUND ITEMS MANUALLY IMPORTING CALL LIST STARTING OUTBOUND CALLS CHANGING OUTBOUND ITEMS EXPORTING CALL LIST PRINTING CALL LIST SHARING OUTBOUND CALL LIST BETWEEN AGENTS PRODUCT SUPPORT... 45

4 4 Contents - Blank Page -

5 Overview Introduction Poltys CA Outbound Dialer Module automatically places calls to a predefined list of phone numbers and connects the called person to the appropriate agent as soon as the call is answered. CA Outbound Dialer Module works with Panasonic TDE, NCP, and NS1000 PBX series. Key Features Calls the numbers one by one as soon as Agents becomes available Busy or no answer numbers are retried The outbound dialer eliminates the customer search and dial time that the agent normally does Agents are presented with calls as their status changes to idle English, German, Spanish user interface support Benefits Significantly improve contact center productivity, agents spending more time talking than dialing Enhance customer service and increases customer satisfaction Speeds up response times Increases productivity and reduces costs

6 6 Overview Telemarketing Use Case

7 Installing CA Modules This section covers the following topics: Downloading CA Modules Install Kit Installing CA Modules Kit Downloading CA Modules Install Kit To download CA Modules Install Kit 1. Go to using the WEB browser of your choice. 2. The Customer Info form displays. Fill in the requested fields in order to get access to the CA Modules kit and click on OK button. 3. You are provided with access to the CA Module Trial kit. 4. Click on Download CA Module Trial link. A download confirmation windows displays in MS Internet Explorer. Click on Save option button and select Save As menu option.

8 8 Installing CA Modules 5. The Save As window displays. Select a local folder and click on Save button. NOTE: CA Modules kit comes fully functional with embedded 60 days trial license. Installing CA Modules Kit Install CA Modules kit on the PC that runs Panasonic CA client. To install CA Modules Kit 1. Double click on CA Modules install kit icon.

9 9 Installing CA Modules 2. The installation wizard main window displays. Click on Next button. 3. Select the destination folder by clicking on Browse button and finally click on the Next button.

10 10 Installing CA Modules 4. The installation terminates. Click on Finish button.

11 Configuring Components This section presents the following topics: Configuring CA Modules Configuring Panasonic CA Client Configuring CA Modules CA Modules and Panasonic CA Client must connect to the same Panasonic CA Server. To configure CA Modules 1. Click on Windows Start button. 2. Select All Programs Poltys CA Modules CA Modules Config.

12 12 Configuring Components 3. Windows Firewall asks for allowing access by CA Modules Configurator. Click on Allow access button. 4. The CA Modules Configurator main window displays. 5. Enter IP Address of the CA Server.

13 13 Configuring Components 6. Set CA Server Port to Make sure that Listening Port is set to

14 14 Configuring Components 8. Click on OK button for changes to take effect. Configuring Panasonic CA Client To configure Panasonic CA Client 1. Start Panasonic CA Client and set the IP Address of CA Server to localhost (i.e ).

15 15 Configuring Components 2. Set Port to CA Modules Listening Port (i.e ). 3. Select Extension Number, enter Password and click on Login button. Panasonic CA Client connects to CA Server as usual.

16 16 Configuring Components - Blank Page -

17 Licensing CA Modules This section presents the following topics: Introduction Gathering Authorization Key Activating CA Modules Introduction Panasonic CA products need to be fully licensed in order to operate with Poltys CA Modules. Poltys CA Modules come with 60 days trial license installed. Poltys CA Modules licensing is seat-based. Poltys CA Modules licensing is performed by using Poltys Licensing Portal and Activation Code. Gathering Authorization Key To gather Authorization Key 1. Click on Windows Start button. 2. Select All Programs Poltys CA Modules CA Modules Config.

18 18 Licensing CA Modules 3. Windows Firewall asks for allowing access by CA Modules Configurator. Click on Allow access button. 4. The CA Modules Configurator main window displays. Click on Cancel button. 5. CA Modules Configurator icon displays in the Windows icons tray. Right click on CA Modules Configurator icon. 6. Select About menu option.

19 19 Licensing CA Modules 7. The About window displays. Click on Copy to clipboard button to get the Authorization Key into the Windows clipboard. Activating CA Modules To activate CA Modules 1. Go to using the WEB browser of choice. 2. Click on the language button.

20 20 Licensing CA Modules 3. Select the language of your choice. 4. Enter Activation Code and click on Enter button.

21 21 Licensing CA Modules 5. Fill in contact information and click on Update button. 6. Fill in survey information and click on Update button.

22 22 Licensing CA Modules 7. Enter Activation Code and click on Enter button. 8. Paste from the Windows clipboard the Authorization Key.

23 23 Licensing CA Modules 9. Click on Get License button. 10. The License Key is displayed. Select the entire string of characters and press Ctrl+C key combination.

24 24 Licensing CA Modules 11. Go back to About window of CA Modules Configurator and click on Change button. 12. The Change License window displays. Paste the License Key from Windows clipboard by pressing Ctrl+V key combination. 13. Click on Validate button in order to activate CA Modules.

25 25 Licensing CA Modules 14. Check License Details field and verify the License Key activated the proper Poltys CA Modules. 15. Click on OK button.

26 26 Licensing CA Modules - Blank Page -

27 Using CA Outbound Dialer Module The section presents the following topics: Changing Settings Adding/ Removing Outbound Items Manually Importing Call List Starting Outbound Calls Changing Outbound Items Exporting Call List Printing Call List Sharing Outbound Call List between Agents Changing Settings To change settings 1. Click on ACD Report button in CA Pro.

28 28 Using CA Outbound Dialer Module 2. The CA Modules window displays. Click on Outbound Dialer button. 3. The Outbound Dialer window displays.

29 29 Using CA Outbound Dialer Module 4. If you want to select the language for User Interface, click on File Language menu option. The Language window displays. Select the language, restart the application, and go back to step#1. 5. Select Settings menu option. 6. The Settings window displays. 7. Change the following settings according to your needs: Max Retry Maximum number of retries to connect to an outbound destination Retry Time (minutes) The time after which an outbound destination is redialed because it didn t answer or busy Outbound Prefix String The outbound prefix which is dialed to get a PBX outside trunk No Answer Timeout (seconds) The maximum time that is expected the outbound destination to respond

30 30 Using CA Outbound Dialer Module 8. Click on OK button for changes to take effect. Adding/ Removing Outbound Items Manually To add outbound items 1. Click on Append button. A new blank item is added to the list.

31 31 Using CA Outbound Dialer Module 2. Fill in the Name of the person to be called. 3. Fill in the Phone No field.

32 32 Using CA Outbound Dialer Module 4. Click on Apply button for changes to take effect. To remove outbound items 1. Select the item to be removed from the list. 2. Click on Delete button. 3. The item is removed from the list. Click on Apply button for changes to take effect.

33 33 Using CA Outbound Dialer Module Importing Call List You must previously prepare a CSV file that contains the phone numbers to be called. The file may optionally contain as header the column names as shown below. Make sure that Call Status in the CSV file is set to NOT_CALLED. To import call list 1. Select Import menu option.

34 34 Using CA Outbound Dialer Module 2. The CSV Dialog displays. 3. Optionally select First line contains header info option if this is the case. 4. Click on Browse button. 5. The Select CSV file window displays. Select the CSV file and click on Open button.

35 35 Using CA Outbound Dialer Module 6. Click on Import button. 7. The Outbound call list is filled in with the information stored in the CSV file.

36 36 Using CA Outbound Dialer Module Starting Outbound Calls The outbound calls are placed from the current Agent extension when it is idle. To automatically place outbound calls 1. Click on Start outbound calls button. 2. The items in the call list that have Call Status set to NOT_CALLED are considered first. If a call is not answered or busy, it inherits NO_ANSWER status and it will be retried after Retry Time value. The Retry Count value increments in this case. 3. If the outbound call is answered, a popup window displays allowing the Agent to take notes about the call. The pop-up window displays while the call is connected.

37 37 Using CA Outbound Dialer Module 4. Click on Apply button for changes on notes to take affect. 5. The Agent can customize the pop-up window layout by clicking on Edit Layout button. 6. Click on Close button to shut down the pop-up window. To stop outbound calls 1. Click on Stop outbound calls button.

38 38 Using CA Outbound Dialer Module 2. The automatic calling process stops working. To manually dial next call 3. Make sure that the automatic calling process is stopped. 4. Click on Dial next call button. 5. The item in the Outbound call list that has NOT_CALLED status or it has NO_ANSWER status and Retry Time expired and Retry Count is less then Max Retry value it will considered as the next call to be dialed.

39 39 Using CA Outbound Dialer Module To manually dial the selected list item 1. Make sure that the automatic calling process is stopped. 2. Right click on the item in the list you want to call. A pop-up menu displays. Select Call option. Changing Outbound Items The Agents can change any of the item parameters in the Outbound call list while CA Outbound Dialer Module does not placing calls. To change outbound items 1. Make sure that the automatic calling process is stopped. 2. You can change any of the following item parameters in the Outbound call list: Name Phone No Call Status Notes 1 Notes 2 Notes 3

40 40 Using CA Outbound Dialer Module 3. Click on Apply button for changes to take effect.

41 41 Using CA Outbound Dialer Module Exporting Call List To export call list 1. Select Export menu option. 2. The Select CSV file window displays. Select the destination folder and fill in the CSV file name.

42 42 Using CA Outbound Dialer Module 3. Click on Save button to export the call list. Printing Call List To print call list 1. Select Quick Print menu option. 2. The report is automatically sent to the default printer installed.

43 43 Using CA Outbound Dialer Module 3. If you want to select the printer and the printing attributes, select Print menu option. Sharing Outbound Call List between Agents The Agents that use CA Outbound Dialer Module can share the outbound call list between them. To share call list between Agents 1. Make sure that the outbound calls are stopped. 2. Select Database Location menu option.

44 44 Using CA Outbound Dialer Module 3. The Database Settings window displays. 4. Enter the IP Address of the Agent host that shares its database (i.e. call list) between multiple Agents in the Database server field. 5. Click on Save for changes to take effect. 6. The outbound call list is automatically populated with the information stored in the remote database.

45 Product Support Poltys tech support engineers are always available to answer your questions at: US Phone number: Support: