10 - User Guide - QuickCall Manager PDF
10 - User Guide - QuickCall Manager PDF
10 - User Guide - QuickCall Manager PDF
USER MANUAL
Prepared By :
Version:
Table of Contents
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2.
Overview............................................................................................................................................4
Starting QuickCall Manager..............................................................................................................5
2.1. Login to QuickCall Manager .....................................................................................................5
2.2. Main Screen ...............................................................................................................................5
3. Global.................................................................................................................................................7
3.1. Agent Master .............................................................................................................................7
3.1.1. Creating new Agent ...........................................................................................................8
3.2. Phone Master .............................................................................................................................9
3.2.1. Creating new Call List through Phone Master..................................................................11
3.3. System Parameters ..................................................................................................................12
3.3.1. General .............................................................................................................................12
3.3.1.1. Local GMT Time Difference....................................................................................12
3.3.1.2. Define Digits to be Patched ...................................................................................13
3.3.1.2.1. For Creating New Digit to be patched..............................................................13
3.3.1.3. Define Time Zones ...................................................................................................14
3.3.1.3.1. For Creating New Time Zone............................................................................14
3.3.1.4. Time Dependent Retry..............................................................................................15
3.3.1.4.1. For Creating New Time Dependent Retries......................................................16
3.3.1.5. Define Remark used by Agents................................................................................17
3.3.1.5.1. For Creating New Remarks used by agents......................................................17
3.3.1.6. Define Call Status (Dispositions)..............................................................................18
3.3.1.6.1. For Creating New Call Status............................................................................19
3.3.1.7. QuickAgent Login Info.............................................................................................20
3.3.1.8. Backup data...............................................................................................................20
3.3.2. Dialer ...............................................................................................................................21
3.3.2.1. Line Drop ...............................................................................................................21
3.3.2.2. Call Hold ..................................................................................................................21
3.3.2.3. Dialer Type ...............................................................................................................22
3.3.2.4. Answering Machine Detection .................................................................................22
3.3.2.5. Fax Machine Detection.............................................................................................22
3.3.3. Call List ...........................................................................................................................22
3.3.4. Call Distribution...............................................................................................................23
3.3.5. Exchange...........................................................................................................................24
3.4. Do Not Call List Master ..........................................................................................................24
3.5. Backup Phone Master...............................................................................................................24
4. Campaign.........................................................................................................................................25
4.1. Campaign Master.....................................................................................................................25
4.1.1. Weekly schedule...............................................................................................................25
4.1.2. System Parameters............................................................................................................25
4.2. Campaign's Call List................................................................................................................25
4.3. Campaign's Do Not Call List....................................................................................................26
4.4. Campaigns Allowable Limits..................................................................................................26
4.5. Campaigns System Parameters...............................................................................................26
4.5.1. GENERAL........................................................................................................................27
4.5.1.1. Define Digits to be Patched......................................................................................27
4.5.1.2. Define Time Zone.....................................................................................................27
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1. Overview
QuickCall Manager is the tool provided to the Dialer Managers & Floor Supervisors to facilitate the following tasks Create the data Campaigns, Agents, Dialing Data, Assign user rights.
Modify the data - Campaigns, Agents, Dialing Data, Assign user rights.
Upload the data within existing campaigns
Setting the Campaigns specific parameters
Control the IVRS flow
Control the Data execution Lead management, Lead scheduling, Mode of Dialing, Dialer pacing.
Real Time Dialer Monitoring Monitor different aspects - Agent status, port status, campaign status.
Real Time Reporting Agent reports, Dialer Reports, campaign reports for in depth Analysis.
This Provides the Interface between the Dialer Managers and the QuickCall Database associated with the QuickCall Dialer,
with the QuickCall Server and other components. This felicitate the QuickCall functionality as per requirements of the
Customer to fulfill their Dialing requirements based on the processes they have. It controls the output of the QuickCall
dialer by specifying the different parameters which are used by the Application.
The Main Screen Displays the Different Tabs used by Different Users for their Specific requirements.
Admin - All Tabs shall be visible to Admin user.
Supervisor All Tabs shall be visible to the Supervisor except Global. All Permissions to supervisors are campaign specific
and they can do work related to their respective campaigns for which they have been assigned as Supervisor.
Agent - Only reports can be visible to users.
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Status Shows the status of the campaigns, agents, calling ports etc.
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MIS This is the section for taking out Reports from the application.
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Window This shows the different windows in one view by arranging them in desired order.
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Others Gives option to Re- Login, exit the application and change password.
3.
Global
Agent Master Creates New Users (Agents) with password and define the permissions for them.
Phone Master Creates new records to be Dialed through this from external source for all campaigns.
System parameters Defines Global Parameters for the application which can be utilized as per Client
requirements.
DNC List Master Creates and Defines the different DNC lists for specific campaigns.
Backup Phone Master It stores the deleted data from Phone master (if required) before deleting it permanently
for some time.
New Agent : This option allows creating new agent. By using this option we can enter details concerning agents
like Agent Type (Agent / Administrator), Agent ID, Password, Agent Name, Address and other information of
agents.
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3.1.1.
Edit : Using this option we can modify or alter details of existing agents.
Delete : We can remove existing agents if they are not requisite by Current process.
Print : Using this option we can take print out of existing agents.
Close : For closing Agent master window.
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After Saving the Agent details will be shown in Agent master Window.
Creates new records to be Dialed through this from external source for all campaigns
Provide different Parameters for filtering phone list.
By using these parameters administrator can instruct Dialer to dial specific numbers. For instance , if administrator
want to contact numbers from particular city i.e. Newyork
Following Options are available New : This option allows creating new Call List through Phone Master from an External Source or file.
Edit : Using this option we can modify or alter details of existing Records.
Delete : We can remove existing Records if they are not requisite by Current process.
Close : For closing Phone Master window.
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3.2.1.
Procedural Steps for Creating new agents are as under Open QuickCall Manager.
Select Global => Phone Master
Click on Cancel.
In New window Click on New.
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Click on Save.
After Saving the List details will be shown in Phone master Window by Clicking Show All.
General
Dialer
Call List
Call Distribution
Exchange
3.3.1.
General
The General Has Eight options these are used for international call center especially for USA :
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Select the Condition from the drop down. Like = or > as per requirement.
Fill the Condition Value.
Define prefix, if required.
Define Suffix, if required.
Click on Save.
The new condition for digit to be patched will be displayed in Digits to be patched window.
3.3.1.3. Define Time Zones
This parameter used for giving conditions for time zone. For example we can take USA, which follow different time zones
like PST, MST, CST, EST. By using this option we can define area code or state or remark, starting time and ending time.
Dialer use these conditions for calling numbers according to different Time Zones. We can also edit, delete and print
previous conditions.
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Select the Condition from the drop down. Like Area Code, State or Remarks as per requirement.
Fill the Value against the selected Condition.
Fill the Time Difference w.r.t. GMT for the local Server time.
Define start time according to the Time Zone.
Define End time according to the Time Zone.
Click on Save.
The new condition for Time Zone will be displayed in Define Time Zone window.
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Fill the value for Max. Retries, count till which you want the number to be called again.
Click on Save.
The new retry will be displayed in Define Time Dependent retry window.
We use this option for define general remarks. These remarks can be used by agents during calling. Predefined remarks
also can be edited, deleted & printed by using this option.
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In the new window Define The Description of the Remarks according to the requirement.
Click on Save.
The new Remark will be displayed in Define Remarks used by Agents window.
3.3.1.6. Define Call Status (Dispositions)
This option used for define call status with regards to the call outcome. We can also define new status or customize it
according to client requirements.
With dispositions we use four options (Need to be defined for every call status ) Contact Any disposition where we have the contact (call is connected to the person).
Sale Any disposition which shall be treated as Sale as per process (Collection is Sale for a Collections Process).
Burnt - Any Disposition After which the calls shall not be made to that particular number (Finished, no need to dial).
follow up Any Disposition Which requires Followup like Call backs etc.
Status about these options shown in window given below. All default system disposition marked in Bold. Please
Do not Delete them.
We can also Edit, Delete & Print The Defined Call Status by using this option.
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In the new window Define The Description of the Status according to the requirement..
Mark the Check Boxes against the Contact, Sale, Burnt & Follow Up as per required properties of the Call Status.
Click on Save.
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The new Call Status will be displayed in Define Call Status window.
3.3.1.7. QuickAgent Login Info
This Option displays the Detailed Information of the QuickAgent Ports which can be directly mapped to any particular
Campaign, Agent or Extension. The same can be Edited if required later On from This Option.
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3.3.2.
Dialer
This option is used for controlling the Various dialer functions as per the requirements of the clients like Maximum or minimum retries to be made on any particular number
When agents should be forcefully logged out from a event module
How much time between the Retries for any number.
Fax should be sent to client or not.
Leaving Pre - Recorded message or not when answering Machine is detected by QuickCall Dialer from a pre defined location by browsing the same.
Define the Maximum Time for the call to be Hold.
Mode of Dialing Like IVRS, Manual, Preview Mode.
Moving the number in DNC list if Fax Found.
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Any Changes shall only be in force when we press Apply Changes button.
Minimum line drop for a phone : We use this option to enter how many times the dialer should dial the no. if
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3.3.3.
Call List
This Option Gives the Administrators the Following Controls over the Calling data It will delete the phone number Automatically from the list on the basis of days the administrator has mentioned.
This also reminds the administrator by giving a warning to him to add new data, when only few old data is pending to be
dialed.
3.3.4.
Call Distribution
This option used for assign the call to agent Automatically. It can assume to which agent the call should be transferred, to
the agent who is idle from a longer time or whether every agent should receive equal calls or it should be in round robin
basis.
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Longest Idle: Transfer the calls to the agent who is idle for the longest time
Equal Calls: Transfer the calls equally to all the agents.
Fixed in Ascending: Transfer the calls to the agent according to their ids in ascending order.
Fixed in Descending: Transfer the calls to the agent according to their ids in descending order.
Robin Rotation: Initially transfer the call by selecting the agent randomly and then rotate the calls by selecting the
agent sequentially..
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3.3.5.
Exchange
This option used for configure which type of exchange is being used by dialer.
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4. Campaign
4.1. Campaign Master
This allows the administrator to create a new campaign and specify the following for the campaign starting date and ending date of the campaign.
Mode of the campaign Inbound, Outbound or IVRS shall be defined here.
Name of the Campaign and Campaign ID.
Script Path if needed is specified here.
Note: After expiry of end date agent will not be able to see the Particular campaign in there Login window.
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The administrator can specify the system parameters for a particular campaign. If user did not change any entry default
from Global system parameter will be applied.
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4.5.1. GENERAL
4.5.1.1. Define Digits to be Patched
Administrator can add/provide a condition for any particular campaign for any phone number to be dialed from that
Campaign. Depending on these conditions the dialer will add the suffix and prefix to the number before Dialing and then
Dial the number accordingly. The administrator can also edit the previous conditions and even delete them.
The Conditions attached with the Campaign are shown on the right side in the following screen.
We can Select any Condition Value Defined in the Global Parameter and then attach the same to the Campaign by clicking
Add button or create a new Condition by clicking New condition for that particular Campaign.
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We can Select any Time Zone Defined in the Global Parameter and then attach the same to the Campaign by clicking Add
button or create a new Time Zone by clicking New Time Zone for that particular Campaign.
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DIAGRAM: 46
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DIAGRAM: 48
4.5.2. Dialer
This option used for controlling dialer functions, like Maximum or minimum retry made on a particular no., when agents
should be forcefully logout from a event module, how many retries should be done. Fax should be sent to client or not,
message to
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Minimum line drop for a phone : We use this option to enter how many times the dialer should dial the no. if the line
gets dropped.
Move in DNCL if LD length for a phone equals (in seconds): It is used for enter the time in seconds after which the dropped
line will move to Do not call list.
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Warn if call list size is less than: This will warn the administrator to add new calls when few calls are still pending.
Again warn by Subtracting: When the dialer has made few more calls from the old list, it will again warn the
administrator to add new calls.
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4.5.5. Exchange
This option used for configure which type of exchange is being used by dialer.
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DIAGRAM:52
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DIAGRAM:53
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DIAGRAM:54
Adaptive : Adaptive type will analyze itself for how long the dialer should dial the client phone.
Predictive : In predictive mode it works on customize setting.
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DIAGRAM:55
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5.
STATUS
STATUS menu will display the status of the Dialer, Agent and Campaign etc based on a particular campaign. The
administrator can select the campaign and click on the refresh button and then click on start button to display the status.
Supervisor also can see the setting for last min status as well by putting the Interval times
This option used for monitoring current status of port. It show total no. or port, On Call, On hold, On talk etc.
Agent status shows details about agent, like Agent Id, Campaign Id, Agent name, Extension, Duration etc.
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This option is combination of all trio i.e. port status, agent status and campaign status. User can see overall status of the
campaign. Like how many calls are left for dialing. Over all leads. Answering machine detected by system etc.
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6. MIS
MIS Provides an interface to the Managers to take the Reports from the Dialer. It helps them to understand the
performance of the Dialers, Agents, Data uploaded in Dialer to Dial and comprehensive analysis of the campaigns created
in the Dialer Application.
MIS Gives the Management a tool which enables and helps them in decision making with regards to the future plans for
the processes they run, decide the number of agents to be allocated for any particular campaign and ways to improve the
performance of each and every such component.
The Main Window shows you the Type of reports available Dialer Report
Agent Report
Campaign Report
Sales Report.
Report Titles
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These reports provided for the detailed analysis of the Dialer performance for all the incoming, Outgoing and IVRS calls.
The IVRS calls will only be analyzed through these reports. All calls Dialed or received in the Dialer whether connected or
not will be available here.
Different Kind of Dialer reports are as under 1.
Detailed Reports
2.
Productivity Reports
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These will further be searched and availed on following parameters For ALL Calls, answered calls only and abandoned calls only basis.
For All Campaigns or Individual Campaigns.
Selected ports,
Date Range or Individual Date with desired Time range.
Shift wise.
Sorting of the reports can be done Port wise, Status wise or Date wise.
These will further be searched and availed on following parameters For 5 minutes, 10 minutes, 15 minutes, half hours, Hourly and Daily basis.
Directly in Excel Format.
For All Campaigns or Individual Campaigns.
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Campaign Wise
2.
Agent Wise
Date Range with Time can be defined and Searched for the following Desired Reports for Agents -
Detailed Report Will Provide the Detailed report of the calls offered to the Agents with individual call ananlysis.
Login History Will Provide the Login -Logout Details of the Agents.
Agent Service Report Will Provide the Agent Service Report for the selected parameters like, Login Time, Break
Time, Talk Time, Idle time, Wrap Time, Calls answered, Calls abandoned etc. Available in Excel Also.
Agent Disposition Report Provides the Agent Disposition Report for the Individual Agent Campaign wise with
number of Answered calls, Burnt Count and Contact Count. Available in Excel, Hourly & Consolidated basis Also.
Agent Disposition Summary Provides the consolidated Summary of the Dispositions done campaign wise.
Available in Excel and Hourly basis Also.
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2.
We can Also Fetch reports from Backup Data for these reports and can get old reports as well through this if data has been
backed up in the application.
Following Reports can be searched and availed Final Disposition Detailed This report will get the details with the Final (Last Disposition) Disposition or Call Status of any
Individual number for the selected campaign and Remark(s). It also shows the number of Attempts on that particular
number. You can also include not Dialed numbers in this Report if you wish to.
Final Disposition Summary This report will get the Summarized report of the Final (Last Disposition) Disposition or Call
Status for the selected campaign and Remark(s). It also shows the number of Attempts, Contacts and burnt on that
particular Campaign and Remark(s). Also Available in Excel. You can include Not Dialed records in this report if you wish to.
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You shall Provide Name of the Organization with the desired Address.
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7. Windows
In Window menu three options are available. By using these options we view window appearance of screen in different
styles1.
Cascade
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Tile horizontally
3.
Tile vertically
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8. Others
Under This Section there are Three Options
1.
Re-Login
2.
Change Password
3.
Exit.
8.1. Re - Login
This will ask you to confirm that you want to re login into the application. Once Confirmed you need to Re-Login the
Application.
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Once Done you need to Re Login the application with the new Password.
8.3. Exit
This will Close/ Exit the Application. It will ask you to confirm to close the application.
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9. How To FAQs
How To? - General Steps
Q1. How to Add New Agent to Campaign ?
Ans.
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If agent already exist then please jump to step 7 else to create new agent follow step 4 to 6.
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Click on New Agent and add the details like agent type, Agent ID, Password and Agent Name.
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10. Select the agent ID from the drop dpwn list and set his property.
11. Now run QuickCall Client application and login the the campaign
Q2. How to set overflow agent for one campaign although he is logged in another ?
Ans.
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Select Campaign from drop down box on the top for which overflow is to be set.
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Select the agent ID from the drop dpwn list and set his property along with Use as overflow agent
true/checked.
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Now run QuickCall Client application and login the the campaign.
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Click on Define Call Status and add new Status as per Campaign Requirement.
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Set the property Contact or Burnt or Sale or Follow up. Either one or more can be checked. Burnt or
Followup cannot be checked together.
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Select Campaign from drop down box on the top for which disposition is to be defined.
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10. Move the Call Status from list on the left side to list on the right side.
11. Close the window and ask the agent to login.
12. On New Call window, click on remarks Tab and verify only those status moved to right will be displayed.
Q4. How to upload calling data to campaign ?
Ans.
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Click on show(When Filtered Data is required as per filter condition) or show all (when all data is to be displayed)
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To enter 1 record at a time click on New and enter the details like phone number, name and remarks.
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Click on Apply SQL. If the query run through then it will display the number of records to be imported else will
raise an error.
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If state had been provided in the data set then we can add criteria as per state definitions.
10. If complete data-set is for one zone, then it can be added with respect to remarks.
Q6. How to start multiple outbound campaign with limited dialing Ports ?
Ans.
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Click on Save.
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10. Dialer will start calling as per the predictive parameter set.
Q7. How to block a calling dataset and allow only selected to be dialed ?
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All leadset on the right side list is allowed to be dialed even if there is data on left side list.
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If there is no data on right side list then all data on the left side will be dialed.
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With same disposition call wont get disposed unless redail request is checked.
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Enter the count of simultaneous Agent allowed to Login under the Logged Users label.
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Q11. How to have auto wrap of calls if wrap time exceeds for a agent in a campaign?
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Q12. How to check dial history for particular number using QuickCall Manager ?
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A new windows will display the dialing history for that call.
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If there is no data on the new windows that means number is not dialed till now.
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