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1. lt add key AdditionalPrefix value 1 gt Details When using Bridge Mode you can add a prefix to the numbers in your call lists when dialed Default 1 lt add key PCMCodec value PCMU gt Details Select between PCMU law and PCMA law call media setting Default PCMU lt add key TimeZoneMargin value 2 gt Details The buffer between the time the last call can be dialed in a certain time zone Example Time Zone 8 Start Time 9am End Time 6pm Last call will be called at 5 58pm Default 2 minutes Page 88 Agent Interface Dialer Configuration File Detailed explanation of the agent interface configuration settings This configuration file can be found in the following directory C Program Files MDLsolutions Inc MDLsolutions Agent Disposition Interface AgentDispositionInterface exe config lt add key SQLConnectionString value rN6hZwbh7o0 7n2K6GTvRyaD 1tZrgwuXHEhyuJY6y dyzL1o8WQiS8pu6iy8Ze VkWggT75vjY41U AEKSPL7qkqfxGay6dw6uQkKtMoBbpbgNH1f25kGA x5uCgRzkONR VB62 mvuNnFhKC61gMFIDGSkIdhDW7kk gt Details The encrypted SQL connection string used for connecting the agent interface to the dialer predictive dialer database Can be configured using the ConfigApplication exe application in the same folder lt add key Extension value 100 gt Details The extension used for the agent agent interface lt add key 83CXCRMNetworkControllerlPAddress value 8CX_PHONE_SYSTEM_IP_ADDRESS gt Deta
2. 200 Password Server 192 168 2 72 Realm Question 3CXPhoneSystem status Registered C Check to simply enter IP Address of SIP Gateway Provider Server where calls will be sent do not register Help If you are using an instant online account sipstation com then simply set the User ID to SIP Username Password to SIP Password and the rest has been filled in for you Just click Register and you are good to go The sipstation com accounts are good for 2100 minutes of calling a month If you need more minutes simply call MDLsolutions or Bandwidth com to upgrade your account Asterisk users please enter asterisk in the Realm Question field 3CX users please enter 3CXPhoneSystem in the Realm Question field If you are not sure of your Realm question simply run a VWireshark PCAP trace while trying to register and look under 407 Proxy Authentication Required or email the PCAP to support madlsolutions com If you are making calls through your IP PBX phone system simply create an extension in your IP PBX and enter the details above Other settings when using Agent Disposition Interface Do not forget to use our 3CX plug in 3CX only set the extension number to the queue in 3CX that you want to transfer the calls to on the Phone System Transfer List tab and use the Blind Transfer on the Navigation tab Asterisks and all other IP PBX users you need to set the extension and IP address of the actual olP phone
3. Navigation Call Flow under the Dialer Predictive Dialer section for further details on this tab Page 81 Step 3 is to setup the 3CX queue for ie Bride Mode calls BEML solut ions Predictive Dialer Dialer Yersion 3 5 3 Production Release File Staxt Stop Call Lists testi cient Updates Help statistics Cali Lists Cali Records Reports Do Not Cali List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure 101 160 100 Extensions in Queue Example 101 102 103 104 See Phones 3CX Queues under the Dialer Predictive Dialer section for further details on this tab Page 82 Step 4 is to setup a VoIP Provider in 3CX to receive the transferred calls from the Predictive Dialer when using Bride Mode VoIP Providers Edit VOIP Provider settings and click OK or Apply to save changes General Advanced Outbound Parameters Inbound Parameters Source ID DID Provider Details Enter the hostname and port of your provider s SIP Server SIP server hostname or IP 192 168 0 10 SIP server port 5060 Outbound proxy hostname or IP 192 168 0 10 2 Outbound proxy port default is 5060 5060 2 Account Details Enter the Authentication ID or SIP User Password and number of your account External Number 17149291018 2 Authentication ID 17149291018 2 Authentication Password 2 ne 3 Way Authentication ID Simultaneous Calls Maximum Si
4. 85 char max Survey Question 7 85 char max Survey Question 8 85 char max Survey Question 9 85 char max Call List totals ate updated every 39 seconds Page 66 Configure agent Dispositions Call Rules Allows the call center manager supervisor to setup a unique set of dispositions call rules that can be used by the agents and the call center reporting i MDLsolutions Call Center Manager Dashboard Version 3 3 5 ANE 2 Statistics Graphs Cal Lists Management Agent Performance System Reports Call Records System Settings Manaage Cali Lists Uo Search Call Lists Dispositions Add to Do Not Cal List InpulUpdate Disposition Description Add to Do Not Cal List i Days Mark Record Complete Default z fo The disposition Add to Do Not Cali List wil automaticaly add the call record phone number to the dialers do nat call fst when the agent selects and updates the call record using this disposition Dette Callback in 0 days on Busy or No Answer Call List totats ate updated every 30 seconds Help Import arwy CSY text fie into the ctaler by clicking on Import CSV These List s can easily be created through Microsott Excel using the Save As feature under the Fie menu option Select STOPPED Disposition Select a current disposition or add a new one Input Update Disposition Description Enter or update
5. Details The SQL connection string used to connect the dialer to the local dialers SQL database Default is localhost lt add key SOLConnectionStringAISRecords value Server localhost SQLEXPRESS Initial Catalog MDLsolutionsDialer User ID sa Password mediagw1234 gt Details Reserved Default is localhost lt add key LocalIP value localhost gt Details The IP address of the originating SIP traffic Default localhost lt add key 3CXController value 192 168 2 80 gt Details The IP address of the originating SIP traffic Default localhost lt add key EmailServer value EmailServer gt Details The email server SMTP IP Address or Domain name you want the dialer notification emails sent to lt add key FromEmailAddress value info mdlsolutions com gt Details The from email address that you want the notification emails to originate from lt add key ToEmailAddress1 value support mdlsolutions com gt Details The destination email address that you want the notifications emails sent to lt add key ToEmailAddress2 value info localhost gt Details The second backup destination email address that you want the notifications emails sent to lt add key Username value support mdlsolutions com gt Details The email server SMTP account username for the originating email address lt add key Pa
6. End the current call Make Call Make a call using the textbox on the left Disposition Set the disposition that best describes the result of the discussion that the agent had with the client Update Update the call record with the new disposition and any comments or fields that were changed during the call Update with Reminder Update the call records with the new disposition and any comments or fields that were changed during the call and at the same time set a date time reminder that will automatically remind you to call the client back Send SMS Text Message Use to send the current caller id an SMS message Requires user to signup to an SMS service provided through MDLsolutions Call History Keeps a selectable record of all previous agent calls Page 28 You can view the additional 12 custom fields by clicking on the down arrow button on the left hand side MDLsolutions inc Agent Disposition Interface Ver 3 34 Connected E AgertIntettace minders Sorig 2 Statistics Configuration Record ID 103444 Cater iD 9132377426 campaign Dafauk Inteitace 30x Fist Name Teb LastName Ferber Status CallEnded Emak tlorber abomax com SSN 00 00 0000 p08 1 1 1900 Date Processed 10 31 2073 10 25 00 4M 509 Filth St Address 2 Suite 22 il CA State CA Postal Cade Zip 9940 Country TUSA ABC Max Tracking ID AA 82213 Cortrols Pr
7. Dialer Predictive Dialer to run on weekends according to the defined time schedule then check this box Turn Dialer Off After 8pm Use this setting if you need to make 100 sure the dialer is stopped tuned off after 8pm EE MDisolutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release File Stat Stop Calllists ouktiCient Updates Help Statistics Call Lists Call RecordsmReports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure Predictive Dialing Algorithm Medium Medium call rate some calls may have to hold in a queue z Set Call Answer Timeout o Set Seconds Phone System Registration Dialing Through Phone System Bridge Mode Direct To VoIP Provider Please stop the dialer when changing this information VoIP Provider IP Domain Name account Password Phone System VP Account _ Agent Group Prefix 6572359000 _ itesfdggre 147149291018 Default w 2 VOIP IP Domain Name 4 50 100 100 Account 6572359000 Password Phone System VP Account 17149291018 Agent Group Defauit x Prefix Call End Time 11 59 PM of Start Time HAMM AMEN End Time HHMMAMIPN I Turn Dialer Off After 8pm Add Update Delete Run on Weekends Sat Sun Bridge Mode Place calls directly with VoIP Provider VoIP Provider IP Domain Name The IP Address or domain name of your VoIP provider or PSTN gateway Account The VoIP
8. If you want to play information from an imported call list database field then simply wrap the database field in F and the Dialer Predictive Dialer will Know what to do Example F FirstName Remember to remove spaces from the call list descriptions when using them in the F wrap End Call Ends the dialed call Page 12 Value Optional The value that is passed to the action Check tab notes Enable Allows the administrator to enable or disable an action Group Name This allows you to assign a unique set of call flow actions to individual call lists using a pre defined amount of channels that you need to define under the Agent Groups Teams tab Add Add new action Update Update selected action Delete Delete selected action Navigation Grid Id Action record id Action Keyword The unique keyword the administrator uses to identify an action Navigation The action s you selected for your calls to follow once the call is connected Value Value passed to action if required Check tab notes Enable If the action is enabled or disabled Page 13 Phones Queues The 3CX queue and set of extension s or extension s that the administrator wants the calls transferred to When using 3CX all calls must be transferred to a 3CX queue only MDisolutions Predictive Dialer Dialer Version 3 3 7 Trial Release File Stet Stop Calllists uti iest Updates Help Statistics Call Lists Call RecordsReports Do
9. SoLConnectionstring lt add key Extension value 101 lt add key 3CXCRMNetworkControllerIPAddress value 192 168 2 80 gt lt add key Interface value 3cx gt lt add key Daterormat value Default gt lt add key AcninPassword value HOSGaAngt o gt lt add key agentaltqueue value not ser lt add key Recordupdatestep value 3step gt key IntegratedwebItfc value false gt Set REL EE SEDER ra EDO Tae MICE ANE won ee Ce gt e appsett ings i lt system diagnostics lt sources gt lt This section defines the logging configuration for my application Log gt In order to accomplish this the following steps need to be completed The first step is to set the MapQueueToCompany value to True in the AgentDisposition Interface exe config file For each agent interface Page 39 The second step is to create a 3CX Queue with a Name that will be used to create the inbound call list in the predictive dialer Below we have used Company Name A Edit Queue ae Call queues hold calls in a queue until an agent is available to answer the call General Configure the Number Name and Time out of queue virtual Extension Number Name Polling Strategy Ring timeout seconds Call Queue Agents 800 Company Name Round Rabin v 30 Select which extensions will be agents for this Call Queue User must also login to the Call Queue to star
10. a unique description for you disposition Call Rule Select the call rule that you want to apply to the disposition Days Call back days that apply to the call rule Call Back Select the amount of days you want the dialer to wait before calling a client back if the clients number is busy or not answered Page 67 Inbound Calls Automatic Call List Creation By default when an inbound call is received the predictive dialer will create a general inbound call list General Inbound Call List All the same reporting and analytics are available for the inbound call list as with outbound call lists Also you have the option to Activate the inbound call list and call all the clients back that previously called s MDLsolutions Call Center Manager Dashboard Yersion 3 a P p A Manage Cali Lists Backed Uo Call Lists Search Cail Lists D Cal List Name Acti Recods Recods Processed 105 Demo Cali Lit wan n 113 General Inbound Call List Call List totals are updated every 30 seconds a Cee eve ri Help Import ery CSV texi fie into the dialer by cicking on import CSV These List s can easily be created through Microsoft Excel using the Save As festure under the File menu option Select STOPPED Additional Information Stopped by interface Activate Cali ate telephone sumbers frora all cal eu Lis Page 68 You can view the inbound call you receive by selecting the inbou
11. be checked on the Agent Interface otherwise 0 No Number Message Set to 1 if you require the Agent Interface No Number Message not to be displayed on the Agent Interface otherwise 0 Page 59 The Agent Groups Predictive Dialing Algorithm tab enables the call center manager to set the Predictive Dialing Algorithm and setup agent groups call center teams The administrator will only need to create a separate agent group if multiple calls lists need to be run at the same time and transferred to different sets of extensions 3CX queues commonly known as call center teams or agent groups If this is not required just leave the default settings Example If you have 4 agents that will work with English calls and 4 agents that will work with Spanish calls and you have an English call list and Spanish call list then you can create 2 agent groups call center teams You can simply do this by adding one agent group record with 4 Simultaneous Dialer Channels and name it English Team and add another agent group record with 4 Simultaneous Dialer Channels and name it Spanish Team Remember to make sure you enable both agent group records w MDLsolutions Call Center Manager Dashboard Version 3 3 5 gt P Pp 5 Statistics Grophs Cali Lists Management Agent Performance System Reports CallRecords System Settings Acent Pertormance a Reports R EE View Acents AgentAdministration Predictive Dig Acai edn Medium cal at
12. by clicking on View List or you can export the list and its results after the calls have been run by clicking on Export List and Results to CSV Finally we suggest stopping the predictive dialer when managing call lists Page 26 2 Agent Interface Agent Interface The Agent Interface is used by the agents to see which client has been transferred to them and to update and set new updated client information and dispositions MOLsolutions Inc Agent Disposition Interface Ver 3 34 Connected Help Agent inteitace G Reminders Fil Script 4 Statistics Configuration Record ID 1103444 Caieri0 8132977425 _ Campaign Defadt Interface 30x First Name Teb LastName Fober Status Cal Ended Emait tforber abemax com SSN 00 00 0000 DOB 1 1 1900 Date Processed 10 31 2013 10 17 00 AM Addiess 1 549 Fifth St i Address 2 Suke 22 Ciy CA State CA Postal Code Zip 99340 Coun USA Company ABC Max Tracking ID AA S2213 Product Price Product A 150 77 Category Webske pjm l CO Ne message when phone number is no found C Auto Launch URL XE Launch l Search Field 7 Search Vake Kz Suvey C A Emai Response Thank You Foe Purchase Rev 1 x o t Disposition Qualified x Comments Update l Last Updated Thursday October 31 2013 1016AN By Agent Extension 101 Send SMS Text Message Proview Diat Call History Record ID Nu
13. current real time per agent call performance graph Export View to CSV file Any View can be exported to a CSV file for further examination processing Page 55 Agent Performance Grid Agent Extension The extension number of the current agent Current Agent Status If the agent is ready to receive calls or is on a call Calls Received The total calls received for the day Average Time On Calls The average time in seconds the agent has spent on all the calls he received for the day Current Campaign The campaign the agent is working on receiving calls from Current Agent Group The Agent Group the agent is assigned to part of Calls Per Hour The amount calls the agent received in the last hour Agent First Active When the agent received his first call for the day Agent Last Active When the agent received his last call for the day Reports Reports Simply select a report from the options displayed in the drop down box Then set the start date and end date of the calls data you want in your report then click Run MDL solutions Call Center Manager Dashboard ersion 3 3 5 a Px A x solutions Coll Center Manager Dashboard op slesByAgentsSummary We tistics Go iE CAMDtsolutionsiMDLsolutions Cal Center M 49 X Bers Fie Edt wew Fayortes Tods Help J Favorites Ws Ssvocsted stos C Free Hotmail web sico Gsilery Z c iMDLsokdonsiMOLsokions Call Center Manager D Ax O Gh Pages Safety T
14. the clients information MDLsolutions inc Agent Disposition Interface Wer 3 36 Connected AgertIntettace G Reminders Zl Scip 44 Stalistics 22 Configuration Record ID Campaign E interface 30x First Name Status Active Call Emait pas Date Processed Addese 1 Address Postal Code Zp Country Tracking ID MOLsolutions Agent Interface A No record exists for this number 7149758471 would you like to add this number lt v Search Value Emal Response Disposiion RS Send SMS Text Message Preview Diak Record ID Number Dialed Fest Name Page 37 Once the agent has entered all the required client information into the agent interface all the agent needs to do is select a relevant disposition and click update MOLsolutions inc Agent Disposition Interface Ver 3 36 Connected Agertitedace ty Reminders T Seip States 2 Cor igwaton Record ID 103467 Caller iD 7149758471 Campaign Defaut Intertace 304 First Name John Last Name Dobler Status Active Call Emait jdoubter Inb com SSN pas Date Processed Addess 1 987 Harold St Address 2 Apt D San Fel State CA Postal Code Zp S0011 County USA Product i Stop receiving calle FNB Tracking ID L Controls Eee P
15. the default settings Example If you have 4 agents that will work with English calls and 4 agents that will work with Spanish calls and you have an English call list and Spanish call list then you can create 2 agent groups call center teams You can simply do this by adding one agent group record with 4 Simultaneous Dialer Channels and name it English Team and add another agent group record with 4 Simultaneous Dialer Channels and name it Spanish Team Remember to make sure you enable both agent group records GE MDisolutions Predictive Dialer Dialer ersion 3 3 7 Trial Release File Stet Stop Calllists oultiCienk Updates Help Statistics Call Lists Call RecordsReports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure Help You may want to assign a group of agent extensiona cteate call center team or queues to one or a set of call ste snd then set another group of agent extensions or queues to another set of cal lists For example you may have one group of agents that speaks a specific language other then English Zoi a Set of call ists where thst language preference is required You can then send _allthe calls from those language specific call lists over to the agents thet speak that language A To creste an agent group simply create a unique group name and the amount of sinutaneous dialer channels that you want assigned to that groug when the disl
16. then selecting 0 for off or 1 for on for the feaiure you wart enabled The Agent Interface also has the obilty to set all these testures except for logging in and the recorcing button Settings Descriptor Record Sutton OniOrt Turns the Agent Interface recording button on or otf Auto Logout Checks the auto queue logott feature stop receiving calie festure after the agent receives a cal Auto Launch Checks the aito URL launch feature that automaticaly launches the web CRM Intertace when a call comes in No Number Messages Checks the feature thet stops the Agent Interface frem displaying 4 message when amp number comes in hal is not m the dialer database ID Extension Username Password LognAequired Record Button On Off ArtoLogout AutoLaunch No Number Message AS fe fie asoa mmg g xe as hax L a Extension The extension of the Agent Interface Agent Username The login username for the Agent Interface Password The password for the Agent Interface Login Required Set to 1 if you require the Agent Interface to login otherwise 0 Record Button On Off Set to 1 if you require the Agent Interface Record Call button to be displayed on the Agent Interface otherwise 0 Auto Logout Set to 1 if you require the Agent Interface Auto Logout check box to be checked on the Agent Interface otherwise 0 Auto Launch Set to 1 if you require the Agent Interface Auto Launch check box to
17. value Name Microsoft mary gt ev TTSRate value 1 gt key PDAlgcal lIntervalsStartDelay value 10 gt cfappsett ings gt Page 79 Bridge Mode Bridge Mode is used to place calls directly with your VoIP Provider Gateway If you are using our Predictive Dialer Call Center Solution version you will still be able to transfer calls to a 3CX queue using Bridge Mode Bridge Mode is also required for call centers with a CPM of more than 50 It is always a good idea to verify that your VoIP provider is setup to handle high CPM s in order to support your call center Or you can use our call center certified VoIP Provider Step 1 is to add your external IP Address and your VoIP provider VoIP gateway information to the Bridge Mode tab f MDi solutions Predictive Dialer Dialer Yersion 3 5 3 Production Release File Start Stop Call Lists Updates Help Statistics Call Lists Call RecordsmReports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure Predictive Dialing Algorithm Exact Makes sure there is an agent available for each call x Set Call Answer Timeout fo Set Seconds Phone System Registration Dialing Through Phone System Bridge Mode Direct To VoIP Provider Please stop the dialer when changing this information VoIP Provider IP Domain Name account Password Phone System VP Account _ Agent Group Prefix 6572359901 471492910
18. 000 kHz 8 Bit Mono CCITT u Law Format CCITT u Law Attributes 8 000 kHz 8 Bit Mono e Click OK click OK again and then click File Save f Check the file format by right clicking on it properties summary 4 Upload your call list by clicking on the Call List tab on the dialer 5 The prompt will now be played when you start the dialer NOTE When using Play Prompt Get Key under the Navigation tab make sure you include enable AnsMachineDet before using Play Prompt Get Key PlayPromptSurvey Will play a prompt as described in the PlayPrompt action and will store any key that is pressed by the person dialed in the SurveyOptions field in the Dialer Predictive Dialer database This Survey Option can be exported along with the call list at anytime using the Call List tab on the Dialer Predictive Dialer or Call Center Manager Dashboard The PlayPromptSurvey action also accepts to repeat the prompt or previous steps using the On Go Back Steps action and accepts 0 to transfer to an operator by using the Blind Transfer 3CX action after the PlayPromptSurvey action Play Prompt Get Key Will play a prompt as described in the PlayPrompt action after the Dialer Predictive Dialer receives a key input from the person dialed the Dialer Predictive Dialer will then move to the next action Play TTS Will play any text in the Value field up to 512 characters to the person dialed
19. 18 Default m VoIP IPDomain Name account Password Phone System VP Account Agent Group Defaut gt Preme Enable Bridge Mode Add Update Delete ExternaliP address 67 219 10 120 lD Call Start Time Call End Time gt 1 05 AM 11 59 PM ol Start Time HH MM ANUP End Time HHM AMPM I Turn Dialer Off After 8pm Add Update Delete Run on Weekends Sat Sun See Configuration Bridge Mode under the Dialer Predictive Dialer section for further details on this tab Page 80 Step 2 is to setup the elses flow for the Bride Mode calls MDi solutions Predictive Dialer Dialer Yersion 3 5 3 Production Release File Start Stop Calltists iek Cien Updates Help Qualify Call v Transfer To Agent Bridge Transtfer 3CX Bye End Cal Helo To select an action to update or delete _ double click in the grey area next to the action you wart to esit or delete Then othe felis belay ard cick undef you wort to uedate ths acon or just click delete to delete the action To add an action simply fil in the fiekts below andi click add Do not forget to add cur 3CX plagin if you are using Blind Treneter Note When aiding AA EEA PE L gorda E Da Ea tc bend By sinpi sara dey In riscon h the vave fle when updating AnsitechinsDet Record ID a Action Keyword firanster To Agent cecal poor Bridge Transfert sfer 3CX Value Enabie x st _ ape onto rane BES See
20. 6 Default ABC Maxl 6ob SD 67899 1 1 1900 12 00 00 aM 20 28 2013 12 49 00 PM Transfer To Agent EV SS a j B zi Call List totals aie updated even 30 seconds E Help Import ary CSV text the Into the daler by cieking on wort csv These List s can easily be crested through Microsoft Excel using the Save As feature unser the Fite menu option Select Export Call List Call List Results to CSV Export a summary of the call list and results to CSV file To include all call list fields simply click on Include All Fields Delete Call List Delete selected call list Backup Call List Backup call lists for later use CALL LIST GRID ID Record id Call List Name Name of the call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group call center team that the call will be transferred to for this call list Campaign The campaign associated with the call list Page 50 Backed Up Call Lists i MDLsotutions Call Center Manager Dashboard Version 3 3 5 Fle Help Dk Statistics Grophs Call Lists Management Agent Performance System Reports Call Records View List View backed up call list
21. Admin Password Set to None if not used 3CX Queue Map Cormeany Inte Troubleshooting SQL String The SQL string that is used to connect to the Predictive Dialer SQL database Usually the IP address is the only value you need to change Extension The agents 3CX extension 3CX Network Controller The IP address of the 3CX computer operating system Interface Set to 3CX if you are using 3CX as your IP PBX otherwise Direct Date Format If the date format of the Predictive Dialer operating system is different from the Agent Interface computer then set the date format here Admin Password Set the password for making changes to the Agent Interface configuration tab here Dialing Prefix Remove digits from caller id If you use a dialing prefix in the call records that 3CX uses to route calls then input that under Dialing Prefix If the caller id does not match your call records then remove the leading numbers until it does Page 34 AgentAltQueue Which is only found in the AgentDispositionInterface exe config file in the Agent Interface application folder under Program Files is used when an Agent Is receiving calls from an incoming 3CX queue and from the Predictive Dialer at the same time The AgentAltQueue value needs to be set to the extension number in the incoming 3CX queue This will then allow the Agent Interface to manage all the agents calls correctly Info Troubleshooting Please email any error information you re
22. Date Processed Address 1 Address 2 City State Postal Code Zix Country Company Company Name 4 Trackng ID Product Category G C No message when phone number is not found SearchField v Search Vake Suvey o Comments Preview Diat Record D Number Dialed First Name Last Name 08 Addess Page 43 Once the agent has entered all the required client information into the agent interface the client needs to do is select a relevant disposition and click update DLsolutions nc Agent Disposition Interface Ver 3 36 Connected Agentinteitace ji Reminders Zi Script LA Statistics Configuration Caller 1D 7149758471 Campaign Defaut Irteslace 3CX First Name Tom Last Name Tredstun Status Active Call Emal ttrendstur cna com SSN pos Date Processed Address 1 783 Task St Addess 2 Apt Y City San Migual State CA Postal Code Zix 99467 County USA all Company Company Name Tracking ID Product Category a Search Field Survey 0 m Comments Update with Reminder Send SMS Text Messsge v Preview Diat _ RecordiD Number Dialed First Name View Inbound Calls Automatic Call List Creation under the Call Center Manager section to view the automatically created unique inbound call lists Page 44 3 3CX Plug
23. Dialer Predictive Dialer T ADLsolutions Call Center Manager Dashboard Version 3 3 5 pa e a z TD Diad k CalSiatTme Cal End Time gt C 11 9 2013 10484M 11 9 2013 1048 AM 9132977426 11 9 2013 18 48 AM 1149 2013 18 43 AM 9132977426 41 9 2013 10 48AM 11 9 2013 10 48 AM 3132977426 4179 2013 10 48 AM 4179 2013 10 48 AM 3132977426 1129 2013 10 48 AM 1129 2013 10 48AM 9132977426 11 9 2013 10 47 AM 19 9 2013 10 47 AM 9132977426 1149 2013 10 47 AM 1129 2013 10 47 AM 19132977428 T2013 147AM 1149 2013 1047 AM 7148331831 4149 2013 10 47 AM 1179 2013 10 47 AM 4 Cal Tem Status E V_TRANSFERRED E _TRANSFERRED EV_TRANSFERRED EV TRANSFERRED EV_TRANSFERRED EV TRANSFERRED EV TRANSFERRED EV_TRANSFERRED EV_CALL_NOT_ANSWEREO g ulo o alaa d a Search Records By 100 Hof records Dialed Number M STOPPED Cat Tem Status Custom Field 1 Load Call Records Input the amount of call records you want displayed and then click on Load Call Records Search Records By Allows you to search call records by Dialed Number Call Term Status and Custom Field 1 Delete All Call Records Completely delete all call records Call records are automatically deleted after 7 days but this can be changed in the dialer config file Call Record Grid ID Record id Dialed Number that is dialed Call Start Time The time the call started Call End Time The time the call e
24. Group and assigning channels to it that will be used to make the calls for that Agent Group Your total assigned channels must not exceed the amount of licensed channels that where purchased The trial version includes 4 channels MDLsolutions Call Center Manager Dashboard Version 3 3 5 CallLists Management Agent Performance System Reports CallRecords System Settings p on i j bai o R Acent Pertormance Grid System Resorts re View Acents Agent Administration Predictive Dialing Algaatten Mediis Medium osli rate some calls may have to holdin a queue Help You may want to assign a group of sgent extensions create cal center team or queues to one or a sel of Cal lists snd then set another group of agert extensions or queues to another set of cal lists For exemple you may heve one group of agerts thet speaks specific language other then English and set of call ists where that lenguage reeference is required You can then send ail the calls trom those language specitic cal lists over to the agents thai speak that language 1 To creste an agent group simply create unique group name and the amount of simuteneous daler channels that you want sssigned to that group when the daler is starled After you have completed this step please assign your groups to the extensions or queues that you have under the Phone System Transfer List Only enabled groups wil be used when you stert the Predictive Dialer G
25. Hour 24 hour format The call start time relevant to the above GMT offset End Time Hour 24 hour format The call end time relevant to the above GMT offset Caller ID Each time zone can support it s own outbound caller id This features is only supported using the dialers Bridge Mode feature Tab Configuration Bridge Mode Add Adds a new time zone Update Updates selected time zone Delete Delete selected time zone Import Import your own time zone list These can be purchased online and require the dialing code and GMT offset to be included in the list as shown in the screen shot above Page 18 Campaigns Campaigns are used for grouping call lists together that target a specific criteria Campaign Once a campaign is defined it can be reference through out the Predictive Dialer E MD1 solutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release fle Start Stop Calllits auki Cis Updates Help Statistics Cali Lists Call RecordsiReports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns view Agents Configure Campaign Description Default campaign by entering the feds below Nare is the Camesign name Description is the description for the Campaign and Cast is the total cost af the Caresign w Name Deseret cost ID Record ID Name Name of the campaign Description A brief description of the campaign Cost Reserved for later ve
26. Information on integrating importing records into the MDLsolutions Dialer Predictive Dialer http www mdlsolutions com manuals ImportingRecordsDialerPredictiveDialer pdf Viewing log files and reporting errors http www mdlsolutions com ErrorHelp aspx Page 91
27. MOL SOLUTIONS User Manual Rel 1 20 11 2013 MDLsolutions Dialer Predictive Dialer Call Center Solution Call Center Manager and Agent Interface Version 3 CONTENT Getting Started Quick Start Dialer Predictive Dialer Statistics Performance Monitoring Call Lists Importing Call Lists Search Call List Call Recordings Call Record Reports Do Not Call List Navigation Call Flow Play Text To Speech TTS Phones 3CX Queues Agent Groups Call Center Teams Time Zones Campaigns View Agents Configuration Bridge Mode Menu Options DB Connector Importer Configure Predictive Dialing Algorithm Call Recording Enable Setting Agent Interface Main Interface Reminders Scripts Agent Statistics Integrated CRM Web Page Configuration 1 Step Call Processing Inbound Calls Unique Call List Configuration 3CX Plug in 3CX Network Plug in Page 2 Page 3 4 Page 5 6 Page 7 Page 8 Page 9 Page 10 Page 11 12 13 Page 12 Page 14 15 Page 16 17 Page 18 Page 19 Page 20 Page 21 22 Page 23 24 Page 25 Page 22 Page 87 Page 27 28 29 Page 30 Page 31 Page 32 Page 33 Page 34 Page 35 Page 37 Page 45 Call Center Manager Call Center Monitoring Performance Graphs Reports and Agent Call Center Management Overview Call Performance Graphs Page 46 47 Call Center Performance Graphs Analytics Page 48 Call Lists Page 49 Backup Up Call Lists Page 51 Search Call Lists Page 52 Call Records Page 53 Agent Performance Ov
28. Not Call List Navigation Phones Queues agent Groups Teams ee nC a 0816000 Help There ore two options when cresting your transfer Fst 1 You can simply use VoIP soft phonesiphones that except calls ditectly from the daler by setting the extension up this way 100 2192 168 2 100 exeenpie 100 is the actual puinber extension of the VoP phone and 192 168 2100 is the P address of the actus YoP phone In this scenario features Ike Ike conference and transfer ere not supported Fa You can also use 3CX IP PEX Cilek en the FAQ butten st the bottom left of the page to see how to use 3CX FAG Predictive Dialer for 3CX P PBX Help To select en extension to update or delete double click in the grey area next to the extension you want to edt or delete Then edit the fields below and cick update if you want to updste _ the extension or just click delete to delete the extension To add en extension simply fil in the fiekis below and click add Sy 4s ma Aid _Update delete F CreateDelete queue in 3CX withiremove extensions Extensions in Queue Example 101 102 103 104 ID Record ID Name The name of the 3CX queue or name of the person using the extension Extension Extension number of the 3CX queue or call center employee s extension Group Name The group of Agents Call Center team that you want the calls transferred to Extensions in Queue The extensions you want to add to the 3CX queue Hel
29. Restore Call List Restore backed up call list CALL LIST GRID ID Record id Call List Name Name of the call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group call center team that the call will be transferred to for this call list Campaign The campaign associated with the call list Page 51 Search Call Lists 4 MDL sotutions Cat Center Manager Dashboard Version 3 3 5 ID Phone First Name Tracking ID gt 9132977426 ABC Mo ILE i 103344 9132977426 ABC Maxi D 67839 M Search Creis Complete SociaSecuntyNum DOB Search By You can search all the call lists using several different fields Phone Number Last Name Process Date Disposition Address City State Zip and Agent Extension Search Criteria Enter the related field search criteria to search for Search Records Click to start search Call Recordings Please check Search Call Lists under the dialer section to retrieve call recordings CALL LIST FIELD GRID See Agent Interface for details on call lists fields Page 52 Call Records The Call Records Reports tab displays all the calls that have been made by the
30. ae EA eh Previous ONC List wil automaticaly he appended te this Predictive Dialer Do Not Cali List and can ke viewed on this page Search supporte any character using Next Exeenple All numbers with prefix 714 syntax is 714 Al names wath tirst name Bob Syntax is is Bob serenus il SSS search _ Delete at Do Not CaltEntrios Telephone Number Complete Name Delete Delete all Do Not Call records Previous Moves to previous record Next Moves to next record Import Imports call records from CSV comma delimited text files only can easily be created using Microsoft Excel or Microsoft Access Search List By Should you need to search verify the Do Not Call Lists you can simply select then enter the Telephone Number or Complete Name that you want to search the Do Not Call List for Call Record Grid ID Record id Phone Number Phone number to be scrubbed from the call list records Complete Name The name that is related to the phone number Complete Address The address that is related to the phone number Page 10 Navigation The actions below will determine what will happen to the call once connected When using 3CX the default settings below are good enough to use and to start testing with GEMDisclutions Predictive Dialer Dialer ersion 3 3 7 Trial Release BBE File Stet Stop Calllists l kti Cie Updates Help Statistics Call Lists Call RecordsmReports Do Not Call List Navigation PhonesiQue
31. ati Page 41 When an inbound call caller id is received for the first time through a 3CX queue that the agent is connected to the agent interface will notify the agent that the caller id does not exist if it cannot be found in the current predictive dialer call list s It will then give the agent the option to add the number caller id and enter the clients information Reminders Zl Sciipt 2A Statistics 3 Configuration Record ID Campaign E interlace 30x First Name Status Active Cal Emait 3 pos Date Processed Addess 1 Address 2 Postal Code Zo County Controle MDLsalutions Agent Interface Seach Field v Survey ta l Emal Response Disposition y Comments _ Send SMS Text Message Record ID Number Dialed Fist Name Page 42 If the agent chooses to add the new caller id client information the agent interface will automatically populate the Company field with the 3CX queue name This Company information will be used to create the inbound call list name in the Predictive Dialer DLsolutions inc Agent Disposition Interface Yer 3 36 Connected H Agent Interface Si Reminders FA Script Record iD 102469 Caller ID 7149788471 Campaign Defaut Inteslace 30K First Name Status Active Call Emat all poe
32. ceive in this text box to support mdlsolutions com 1 Step Call Processing The agent has the option to use either 3 step call processing or 1 step call processing 1 step call processing automates almost all of the call process steps end call update call record and log back into queue when processing a call by simply selecting the disposition using the disposition drop down box Agent Interface Configuration Help Before this application will work and assist you in setting the call dispositions and client details on incoming agent calls You need to set the five settings below You can also set these settings in the AgentDispositioninterface exe config file in the application directory Only use notepad exe 1 Set the IP address in the SQL String value to the IP address of the Dialers SOL database will be encrypted SOL String Server 192 1 68 0 1 SGLEXPR ESS Initial Catalog MDLsolutionsDialer User D sa Password mediaqw 2 Set the Extension value to the extension the agent will be using If you are using the Interface Direct then this is one of the extension numbers only number not IP address in the Phone System Transter List in the dialer If you are using Interface 30 lt then this is one of the extension numbers in the 30x queue Extension 1 on 3 30x Only Set the 30 Network Controller value to the IP address of your 30 phone server that is running our 30 plug i
33. e come cals may have thal na queue Help You may wart to assign a group of agent exlensions creale cab center team or Queues to one or 4 Sel Of Cal lists snd then set another group of agert extensions or queues to another set of cal lists For examele you may have one group of agerts that speaks a specific language other then English snd a set of cali lists where that language rreference is required You can then send ail the calls trom those language specitic cal lists over to the agents that speak that language 1 To creste an agent group simply create 4 unique group neme and the amount of simuteneous daler chennels thal you want sssigned to thal group when the daler is started Anter you have completed this step please assign your groups to the extensions or queues that you have under the Phone System Transfer List Only enabled groups wil be used when you stert the Predictive Dialer Groups that are not enabled can be stored for later use Cater 1D SIP ContactaCalel0 Channels Assigned To Group A Predictive Dialing Algorithm Set the Predictive Dialer to the user selected algorithm Options Exact Makes sure there is an agent available for each call Medium Medium call rate some calls may have to hold in the 3CX queue High High call rate extra calls will be waiting in the 3CX queue Max As many calls as possible extra calls will wait in the 3CX queue Page 60 Group Name The name of the agent group call center t
34. e false gt lt add key PredictiveDialerLoad value 0 gt lt add key Dialermodeonly value false gt lt add key TimeZoneDialRange value 9 6 gt lt add key TTSvoice value Name Microsoft mary gt lt add kev TTSRate value 1 gt lt add key PDAlgcal lIntervalStartDelay value 10 gt cfappsett ings gt By default the Predictive Dialer is setup to make sure there is an agent available for every call and no calls are left in the 3CX queue But some call lists have a lot of numbers that are either invalid fax machines answering machines or people who do not accept call center calls In this case you may need to place a lot of calls at once in order to get one or two calls a minute per agent If this is the case you can simply increase the PredictiveDialerLoad value until this call rate is reached With this said you may get from time to time a called client waiting in the 3CX queue So please make sure you have a message playing for the 3CX queue that explain why this person was called and to please hold on for the next available agent Finally the PredictiveDialerLoad cannot be higher than the total amount of channels your Predictive Dialer is licensed for Page 78 Text to Speech TTS settings If you want to change the sound of the TTS voice or the speed at which it speaks then you can adjust the TTSVoice setting and the TTSRate setting Current voices that are available check
35. e Hel oz i N Statistics Graphs Call Lists Management Agent Performance System Reports Call Records System Settings ae R x c Acent Pertormance Grid System Reoorts Agent Grouos PredictiveDialins Alcorithm View Agents Agent Administration E Calls Answered Detailed Agent Performance Agent Performance Graph x Calls Answered The total amount of calls answered by the agent selected for the period shown Agent Dropdown Used to select the agent extension that will be viewed in the graph Page 58 Agent Administration The Agent Administration tab enables the call center manager to set a username and password for the agents for login logout purposes or to set system wide Agent Interface settings rA MDLsolutions Call Center Manager Dashboard Version 3 3 5 P r Statistics Graphs CallLists Management Agent Performance System Reports Cali Records System Settings i rei a y m m Li Agent Pertormance Grid Svstem Reoorts dictive r View Agents Auto Launch Mer Help You cen control some of the seltings of your Agert Interfaces and the atil y fo ask them to login using Ihe settings below 1 Logging in is requested by the Agent herface when you setthe usernaine end password for the extension and then set Logn Required to 1 this also enables the bility to run logndogout reporting 2 Turning on or off some of the Agent Interface features below is singly done by setling the extension number first and
36. e Predictive Dialer to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record ID Action Keyword Action Value Enable Page 76 Call navigation for checking for an answering machine and leaving a message if one is detected after the call is connected GE MDLsolutions Predictive DialerMialer Version 1 4 7 welcome wav Help To select an action to update or delete double click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note When using AnsMachineDet you can specify if you would like the Predictive Dialer to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record iD 17 Action Keyword Detect Fax Leave Mes ction ANsMachineDetMessage v yape welcome wav Page 77 Loading the Predictive Dialer Increasing Call Rates Try Predictive Dialing Algorithms first on the Configuration tab before changing the loading valu
37. eam Caller ID If supported by VoIP or PSTN provider this will be the caller id that will be shown on the receivers phone when calls are placed May require the dialers Bridge Mode feature Tab Configuration Bridge Mode SIP Contact CallerID Reserved Simultaneous Dialer Channels The amount of Predictive Dialer channels you want to set to the agent group call center team We recommend you assign at least one channel per agent Enable Allows the administrator to enable or disable an agent group Add Adds a new agent group Update Updates selected agent group Delete Delete selected agent group Agent Group Call Center Teams List Grid ID Record id Group Name The name of the agent group call center team used in the Phones Queues and Call Lists Caller ID The caller id for the agent group call center team SIP Contact Caller ID Reserved Channels Assigned To Group Amount of simultaneous channels assigned to the agent group call center team Enabled Allows the administrator to enable or disable an agent group call center team Page 61 View Agents View agents is used for seeing which agents have launched their Agent Interface and are o tean to receive a calls i or are on a call Last Status Update Ready to receive cals Nov 92013 10454M Not ready to receve cals Nov 9 2013 11 38AM Total Agerts 2 MACAddress MAC Address of the computer that the Agent I
38. ecos ot C No message when phone number is not found S SeachVaue Emal Response Disposition Update Send SMS Text Message we Record ID Number Dialed Fest Name View Inbound Calls Automatic Call List Creation under the Call Center Manager section to view the automatically created inbound call list Page 38 Configure Agent Interface for Inbound Calls with Unique Call Lists By default if an inbound call is received the predictive dialer will create a general inbound call list However in some situations it may be required that unique call lists are created for inbound calls depending on the 3CX queue the calls are originating from MDLsotutions inc Sgent Disposition Interface Ver 3 36 Connected o AgerkIrketace gp Renindes TI Scipt 4 Stalistics 32 Configuration r JADE solutions Agent Disposition Interface rie Ede Q ex ni it JO earch fE Fakers Ei Address E C Program Files MDLsclutions Inc MDLsohtions Agent Disposition Interface E X Name gt Size Type rites Tools Hel lt xml version 1 0 encoding utf 8 gt lt configuration gt lt configsections gt lt sectionGroup name applicationsettings Spee Syete CONE GLA RE LN Af Cat Geeks eer ue section name MoLsolutionsDialer my Mysertings type system configuration clientsert in lt sectionGr oup gt lt configsections gt lt appsettings gt lt add key
39. eprocess all calls that where not transferred to an agent Reprocess Calls with Disposition Reprocess calls that have a certain disposition Scrub duplicate telephone numbers from all call lists Scrubs duplicate telephone numbers from all call lists Activate Call Lists For Dialing Activate the selected call list for dialing Deactivate Call Lists For Dialing Deactivate the selected current call list so it is no longer dialed View List Change Agent Group View the selected call list details and if need be change the Agent Group Call Center Team for the call list Import CSV Call List Import comma delimited text file Page 49 Export Call Lists SN MDLsolutions Cail Center Manager Dashboard Version 3 3 5 Demo Call List DialerResultsFor Demo Call List Wednesday October 30 2013 csv Notepad RecordID Phone Number _ Campaign Company First Name Last Name Email Address Tracking ID DOB Secialsecurit 203409 9132977426 Default asc Maxl 80b Sarker bob abctech com sp 67899 1 4 2000 12 o8 100 Miaa 8 2013 12 49 0 103410 9132977426 Default ABC Max2 Fred Plinter fred gcn com JL 69023 1 900 12 00 00 AM 11 28 2013 12 50 bo Pp 203411 9132977426 Default ABC Max3 Craig Hamilton chamiltor farrom com CC 61123 171 1900 12 00 00 aM 10 28 2013 103412 9132977426 Default ABC Max Mike Mareena ninar eena jparts com AA 82213 1 1 1900 12 00 00 AM 10 28 2013 12 4 203413 913297742
40. er Is started After you have completed this step please assign your Groups to the extensions or queues that you have under the Phone System Transfer List Only ensbled groups wil be used when you start the Predictive Dialer Groups thet are not enabled cen be stored for leer use 1D Group Name Caller ID SIP Contact CallerID Channels Assigned To Group Enabled Coh M A E p x ID Record ID Group Name The name of the agent group call center team Caller ID If supported by VoIP or PSTN provider this will be the caller id that will be shown on the receivers phone when calls are placed May require the dialers Bridge Mode feature Tab Configuration Bridge Mode SIP Contact CallerlID Reserved Simultaneous Dialer Channels The amount of Predictive Dialer channels you want to set to the agent group call center team We recommend you assign at least one channel per agent Page 16 Enable Allows the administrator to enable or disable an agent group Add Adds a new agent group Update Updates selected agent group Delete Delete selected agent group Agent Group Call Center Teams List Grid ID Record id Group Name The name of the agent group call center team used in the Phones Queues and Call Lists Caller ID The caller id for the agent group call center team SIP Contact Caller ID Reserved Channels Assigned To Group Amount of simultaneous channels assigned to the agent group call center tea
41. erview Call Center Reports Page 55 58 Agent Administration Page 59 Agent Groups Page 60 View Agents Page 62 Email Responses Manager Page 63 Agent Scripts Page 64 Settings Company Information Email Response Settings Page 65 Menu Options Page 66 Survey Options Page 66 Configure and Use The Survey Feature Page 66 27 28 Call Rules Dispositions Page 67 Inbound Calls Automatic Call List Creation Page 68 Configuration Tips Configuring Agent Groups Call Center Teams Page 72 Configuring Call Navigation Call Flow Page 75 Loading the Predictive Dialer Increasing Call Rates Page 78 Text to Speech Settings Page 79 Bridge Mode Calls Placed Directly with VoIP Provider Page 80 Configuration File Settings Dialer Predictive Dialer Page 86 Agent Interface Page 89 Getting Started Important Links Getting Started Important Links Page 91 Predictive Dialer Dialer Statistic See Call Center Manager section for additional call center management performance graphs and analytics The Statistics tab gives the Dialer Predictive Dialer administrator a general overview of how the Dialer Predictive Dialer and calls are progressing It also allows the administrator to start stop the calls and start stop the DB connector G MDisolutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release File Stat Stop Calllists l ki Updates Help Statistics Call Lists Call RecordsReports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zo
42. es In the Predictive Dialer configuration file in the application directory C MDLsolutions MDLsolutions Dialer Predictive Dialer Dialer exe config you will find one setting that is not included in the standard configuration interface It is called PredictiveDialerLoad lt add key PredictiveDialerLoad value 0 gt as seen below lt appSettings gt lt add key sQLCconnectionstring value Server 192 168 2 96 SQLEXPRESS Initial Catalc lt add key SQLConnectionstringAlsRecords value Server 192 168 2 96 SQLEXPRESS Init lt add key LocalIP value lTocalhost gt lt add key 3cxcontroller value 192 168 2 72 gt lt add key Emailserver value Jocalhost gt lt add key FromemailAddress value mail localhost gt lt add key ToEmailAddress1l value admin localhost gt lt add key ToEmailAddress2 value info localhost gt lt add key Username value admin gt lt add key Password value pass gt lt add key Totalchannels value 2 gt lt add key FailedcallRecognitionnotificationcounter value 3 gt lt add key TransferedToanattendantcounter value 4 gt lt add key MultiNavDelay value 3 gt lt add key DebugmMode value 0 gt lt add key CallRecording value 0 gt lt add key ASRSamplesizeInseconds value 11 gt lt add key InterEnquiryDelaymMax value L1 gt lt add key ASRModeon value 0 gt lt add key Managedagentcalls valu
43. et by the agent or call list provider Custom 1 A custom field that can be set by the call center manager Custom 2 A custom field that can be set by the call center manager Custom 3 A custom field that can be set by the call center manager Custom 4 A custom field that can be set by the call center manager Auto Launch URL EXE Will automatically launch the website URL or application EXE that is directly related to the call list when checked This can be defined when the call list is imported through the Dialer Predictive Dialer Launch Test the URL EXE related to the call list record Survey Allows the agent to ask the person dialed a set of questions that were previously defined by the Call Center Manager Dashboard and that are recorded in the Predictive Dialer database that can be exported with the call list The value s are stored under SurveyOptions field Search Field Search the selected call record field in order to find a specific call record Search Value The value to search for Search Click button to search Comments Any comments you want to add update for the current call record Preview Dial Allows the agents to see the calls the Predictive Dialer is dialing Ready to receive calls Stop receiving calls Allows the agents to tell the Predictive Dialer when they are ready to receive calls and when they no longer want to receive calls Record On Off Allows the agent to turn on and off call recording End Call
44. fer 3CX Used when calls are not transferred through 3CX but directly from the VoIP provider gateway Transfer Transfer the dialer call to the next available extension in the extension list Phone System Transfer List On Go Back Steps If the person being called press s during a PlayPromptSurvey action the Dialer Predictive Dialer will go back the amount of steps actions defined in the Value field Page 11 PlayPrompt Plays a voice prompt Wave file 64 kbps 8 bit mono 8khz All wave files must be placed in the Prompts directory in the Dialer s main directory 1 Select the second record in the list Blind Transfer 3CX 2 Change the Action to Play Prompt and the Value to welcome wav Welcome wav is a test play prompt that is included with the installation click Update To add your own prompt create a prompt in the following format Wave file 64 kbps 8 bit mono 8khz CCITT U LAW and copy it into the Prompts directory that is located in the dialer s application directory and simply change the Value to your new prompt name under the Play Prompt action 3 To convert your wave audio file Use Windows Sound Recorded to convert your files a Launch Sound Recorder in Windows XP Start All Programs Accessories Entertainment Sound Recorder b Select File Open select audio file to open c Select File Properties Convert Now d You need to select 8
45. g pre recorded messages DialerModeOnly Value to false if you are using 3CX otherwise true when just playing pre recorded messages m PredictiveDialerLoad Value The Predictive Dialing algorithm will try to make 100 sure there is always an agent available for every call but if that is not a requirement and you want the Predictive Dialer to make more calls then available agents then just increment this setting to increase the call rates Calls not immediately answered by the agents will be left in the 3CX queue please make sure you have a message playing that explains why a client was called and that they need to hold on Select Settings CRM DB Connector to set the values necessary to connect to a SQL database that contains the call records you want imported and dialed Max is 5 connections in the trial production version FE MDLsolutions Pri a The Agent Interface would then use the CRM lead record id from the Predictive Dialer database to launch the web lead form URL for the CRM si on the agent computer through the Agent Interface iew Agents Configure ID SOL Connection String SOL Query SQLUpdate gt Server 192 168 2 96 SQLEXPRESS Jnitial Catal SELECT ID AS Leadld TelNum AS Telephonet UPDATE SQLoCRM 14 Server 192 168 2 96 SQLEXPRESS Initial Catal SELECT ID AS Leadid TelNum AS Telephone UPDATE SGLorCRM ne P icomected I right for further it ion SOL Connection String Used to connec
46. he call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group that the call will be transferred to for this call list Campaign The campaign associated with the call list Call Center Performance Graphs Analytics 1X MDLsotutions Call Genter Manager Dashboard Version 3 3 5 Real Time Fle Help f O o gt t eee 2 Statistics Graphs Gall Lists Management Agent Performance System Reports Call Records System Settings y gt i Dialer Total Calls 4 Calls Per Minute 0 Active Channels 0 Agents Waiting For Calls envi Call List Graphs No Answervs Transfer to Agent and Call Transfer Results Leads Called to Sales Revenue Other Call Status Sale 8 S Wrong Number 3 Qualified 5 Fresh Lead S mm Freshleed 5 mmm Sale 8 Qualified 5 mam Wrong Number 3 mm Leads Called EE Seles Revenue 1000 2000 3000 4000 5000 Gm Calis Transferred EE Calls Dispositioned Siem STOPPED Transfer results Donut graph Shows the total amount of calls placed by the dialer that are either transferred to agents or that were not transferred to agents Call Transfer Results Pie graph Shows the total amount of calls in the call center tha
47. horter than 40 characters and contains no numeric characters Website URL Application EXE supports parameters optional If you require a website application to be automatically launched when a call is transferred to an agent then please set the website URL here and use the Help button to see what parameters you can pass to the website URL Prefix optional If your outbound rules in 3CX require you to use a prefix to dial out of a certain VoIP provider PSTN provider then you can insert that prefix here Ignore First Records Ignores the first record in the imported comma delimited text file as this is sometimes the row that contains the column headings Records Imported Records Rejected Total records imported into the Dialer Predictive Dialer and any records that did not meat the import filter s criteria Filters Two filters are used minimum length of numbers and duplicate number check Records Rejected Page 7 Search Call Lists Search Call Lists for specified records or recordings a Mbt solut ions Pre edictive Dialer Diate r e rsion S54 irs al Release Fie REN Calllits Make Updates Help Statistics E lel ln in rel ene dene net ee i fit Search Calit nd Recordings 193405 3132377426 ABC Mant 108410 8132377426 ABC Ma2 163811 13132977426 Taat Ma Search By You can search all the call lists using several different fields Phone Number Last Name Process Date Disposition Address Ci
48. ider port no 17149291018 on MDLsolutionsTwo Virtual Extension Number Unique 10003 Authentication ID 17149291018 2 Authentication Password 2 3 Way Authentication ID E Port identification 17149291018 Office Hours Configure where calls should be routed during office hours End Call Connect to Extension 100 agent one 0 Connect to Queue Ring Group 873 3C Queue 0 Connect to Digital Receptionist ee voicemail box For Extension 100 agent one v Forward to Outside Number Send fax to email of extension 888 v g F Set up Specific Office Hours 56t up Specific Office Hour E chide holiday Z Apply the same routing logic Outside of office hours Other Options Set other general options For this specific port Outbound Caller ID 2 Allow outbound calls on this line E Allow incoming calls on this line z Maximum simultaneous calls 100 Play Holiday Prompt on Public Holiday Select the 3CX queue you created earlier in the dialer interface tab That s it you are done Page 85 Dialer Predictive Dialer Configuration File Detailed explanation of the dialer predictive dialer configuration settings This configuration file can be found in the following directory C MDLsolutions MDLsolutions Dialer Predictive Dialer Dialer exe config lt add key SOLConnectionString value Server localhost SQLEXPRESS Initial Catalog MDLsolutionsDialer User ID sa Password mediagw1234 gt
49. ients Multiple scripts are supported MOLsolutions Inc Agent Disposition Interface Yer 3 34 Connected Options Help u rory FS F Agent Intelace Remindes BD Soit 94 Statistics 32 Configuration See Hi Customer am offering this item at this time fos this reason i hope this is a good lime Please fet me know whet you decade Thank you vey much for your tine My name is Script name E Script The script text Script name The reference name for each individual script Refresh When the script is updated by supervisor call center manager simply click on refresh to see the latest script information Page 31 Statistics Shows a summary of client dispositions set by the agent over a certain time period MOLsolutions inc Agent Disposition Interface Ver 3 34 Connected f 4B Avert Imettace gp Reminders TI Scip KA Statistics a Configuration Agent Disposition Statistics Qualified 2 Already Enrolled 2 mam Already Enrolled 2 m Bad Lead 2 mam Freshlesd mmm Qualified 3 Period Select the period that you want displayed on the graph Refresh Simply click on refresh to see the latest information Page 32 Integrated CRM Web Page Used to show the CRM webpage that was previously loaded configured and that is populated at time of incoming call Check Agent Interface config file setting IntegratedWebltfc set to true MDLsolutions Inc Agent Dispositi
50. ils The IP Address of the 3CX server MDL 3CX plug in lt add key Interface value 3CX gt Details The phone system used lt add key DateFormat value Default gt Details The DateFormat of the agent interface date fields lt add key AdminPassword value H05GaAnq o0 gt Details The administration password for the agent interface Can be configured using the ConfigApplication exe application in the same folder lt add key AgentAltQueue value not set gt Details Can be used to automatically log another 3CX extension out of a queue while logging in the current agent agent interface extension in lt add key RecordUpdateStep value 3step gt Details Determines the amount of agent steps clicks taken to update a call record in the agent interface 3step takes more steps but allows for more control 1step is quicker but allows for less control lt add key IntegratedWebltfc value false gt Details If set to true the agent interface will launch the web URL passed to the agent interface in a custom Agent Interface tab Page 89 lt add key SysNoMessage value False gt Details If set to true will prevent the Number Does Not Exist message from displaying lt add key SysAutoLaunch value False gt Details If set to true will launch the Web URL passed to the agent interface lt add key SysAutoQueue value True gt Details If set to true the agent will be automatically
51. in 3CX Plug in The 3CX Plug in is used for connecting the Predictive Dialer and Agent Interface to the 3CX IP PBX Simply install and launch this application everything else is automated If you minimize this application it will hide itself in the operating system tray Just right click on the 3CX Plug in tray icon to restore FE MDLsolutions 3CX Predictive Dialer CRM Network Plug in Version 1 23 Production Version for 3CX Version 10 CCE DER Transactions 3CX Extension length is set to 3 12 172011 3 21 28 PM Listening on port 6002 Running Extended error information C Enable transactions for debugging only Transactions Shows all plug in transactions used by MDLsolutions support Extended error information Please email any error information you receive in this text box to support mdlsolutions com Enable transactions For use by MDLsolutions support Close If you close this application the Predictive Dialer Agent Interface will no longer work with 3CX Clear Clears the transactions used by MDLsolutions support Page 45 4 Call Center Manager Call Center Monitoring Performance Graphs Reports and Agent Call Center Management Statistics Graphs Analytics The Statistics Graphs Analytics used to monitor the call center real time displaying call agent call list channel information and call center analytics performance graphs Call overview graphs MDLsotutions Call Center Manage
52. in the Phone System Transter List l Get your instant VolP account online now 24 99 no setup fees or commitments cancel anytime Call Start Time Call End Time Start Time HH MM AMPM End Time HH MM AMIP M Butet 081620110001 Page 23 Select File Configuration to set the Predictive Dialer Dialer global configuration settings GEMDtsolutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release file Stet Stop Calllists ultiCient Updates Help Statistics Call Lists Call Records Reports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure N Ge Configuration File Settings SQL Connection Sting Se verocahost SQLEXPRESS intial Catabg MDLsoktionsDialer User D saPassword medagwi23 IP Address of Dialer localhost idefadtibcahosi EX Conkoler IP adess ICX IP_ADDRESS SMTP Server IP address EmalSever O From Emal Address nfo mdsoktonscomn To Email Address 1 support mdisclutices com To Email Address 2 info localhost SMTP Username suppor mdlscluinscom SMIPPasswod seki tS Total Channels yf Demo limitations Max 4 channels Blind Transfer using 30 Max 2 channels using standard Transfer Call Recarding 1 ont Managed Agent Calls false Set to false if you are using 3X otherwise set to true Automated Dialer rud Set to rue you ale go
53. ing ID TreckingiO v Social Securite Number Date Of Birth mmiddiyyyy city Civ State State Zip Postal Code ze i Country Coury Custom 1 x BA Custom 2 Aki Launch URUEXE with pararneters lt ME 7 Min Number Length Z Check temove duptcate numbers Records Rejected Call List Name Demo CallList Agent Group Defauk Campaign Defaut Prefix A Ignore First Record Page 74 Configuring Call Navigation Call Flow Call navigation can be combined to run many different types of call actions before running a custom set of call actions please test them using your mobile test phone to make sure the action set works correctly and there are no error s Call navigation for just playing a message when the call is connected GE MDLsolutions Predictive DialerMialer Version 1 4 7 Action Keyword Navigation Value Play Message Play Prompt welcome wav End Call End Call Help To select an action to update or delete double click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note when using AnsMachineDet you can specify if you would like the Predictive Diale
54. ing to use only the automated daing feature Set a SQLConnectingString Value to your database server IP address same IP Address localhost as this computer if you are going to install SQL Server on this computer c LocallP Value to the IP Address of the computer you are installing the dialer on The default localhost should work just fine d 3CXController Value to the IP address of your 3CX phone server that has the MDLsolutions plug in To install the plug in simply download it from the MDLsolutions website dialer web page and copy paste it into C Progam File 3CX PhoneSystem Bin 2003 XP Pro c Program Files x86 3CX PhoneSystem Bin 2008 Windows 7 double click on the plug in Click minimize for plug in to be hidden and added to the bottom right system tray e FromEmailAddress Value to the email address you want your email notifications to come from f ToEmailAddress1 Value ToEmailAddress2 Value to the email address you want your email notifications to go to h Username Value to your SMTP server login username Use hMailserver free if you need an SMTP server h Password Value to your SMTP server login password i Total Channels the total amount of channels the Dialer Predictive Dialer can run simultaneously Cannot exceed your total licensed amount Demo max is 4 channels Page 24 k ManagedAgentCalls Value to false if you are using 3CX otherwise true Also set to true when playin
55. iting for new calls Be MDi solutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release File Start Stop Call ists ulti Clent Updates Help Statistics Cail Lists Call Records Reports Do Not Cail List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure i 12 100 2 00 Channel Grid Channel ID Numeric id of channel Record ID The database record ID that is being processed Number The telephone number being dialed by the Dialer Predictive Dialer Enquiries Reserved Call Status The current status of the call for example connected transferred disconnected and idle Action Info The user inputted action keyword text info that relates to the actual action being processed Page 4 Call Lists The Call Lists tab is used to upload and manage your imported call lists Currently only comma delimited text files can be imported Multiple call lists can be run simultaneously and if need be you can set multiple call lists to multiple call center teams agent groups GEMDisolutions Predictive Dialer Dialer ersion 3 3 7 Trial Release file Stat Stop Calllists fautiCient Updates Help 105 Demo Cali List 09 25 13 4 Activated Default Default Call List totals are updated every 39 seconds Reprocess Calls That Where Not Transferred To An Agent Reprocess all call
56. l characters ie 7b Connection Call List Name Will be used to create a call list used for importing records to from your CRM SQL database Page 25 Select Help General help information and how to contact support support mdlsolutions com EE MDLsolutions Predictive Dialer Mialer Version 1 4 4 Statistics Call Lists Call RecordsiR i D l ation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Contact Support 1D Call List Name ______________ Recods Records Processed Status _ Agent Group _ Campaign a 190 MSDynamicsLeads Website 26 6 Complete Default Default FAQ s Activate Reprocess Calls That Where Not Transferred To An Agent Activate Call List For Dialing Import CSV Call List Reprocess Calls with Disposition hdl Deactivate Call List For Dialing Export List and Results to CSV Scrub duplicate telephone numbers from all call lists View List Change Agent Group Delete Call List Help Import any CS text file into the dialer by clicking on Import CSV These List s can easily be created through Microsoft Excel using the Save As feature under the File menu option Select the list you want to work with by clicking the gray bar next to the record on the left hand side of the data grid Once the call list is selected you can either set the list to be the default dialing list by clicking on Set Call List For Dialing or you can view the list
57. lect from the dop down of cunert scripts Ager Intedlace Scripts Script Name Script Test I Help Please add update your agent interlace script here e So ee ieee STOPPED Additional Information Stopped by interface Script Name Unique name used to identify the agent script to the agent through the agent interface Script Text The user created script text that will be read to the client once the agent selects it using the associated Script Name Page 64 Email Settings The Settings tab is used to setup your companies information which is mainly used in the reports and to setup the emails SMTP settings for the agent response emails T ADLsolutions Call Center Manager Dashboard Version 3 5 3 File Heb 2 E g x Statistics Graphs Call Lists Management Agent Performance System Reports Call Records System Settings La Ea Agent Scripts Custom Labels Agent Intertacel Compary Information Reports Company Name MDLsolutionsm Inc Addiess 1401 Tustin Ave Sute 210 Chyi Sante Ana State Province CA County 32705 ose SMTP Emal Setlings Agent Folow Up E mais Email Serves IP Address or Domain Name 192 168 235 From Emal Address sales mdlsolutiors com Email Subject MDLsoktions thank pou for pou purchase Username sales mdlsolutions com Pacswerd sekot C undoe _ BEUS STOPPED Additonal Information Stopped by interface Company Information Company Name Your c
58. logged out of the 3CX queue after receiving a call lt add key DialingPrefix value None gt Details Reserved lt add key RDFCallerID value None gt Details Removes the prefix added by 3CX from the caller id of the transferred call Example Caller ID 017145551234 if RDFCallerlD is set to 2 then the 01 will be removed from the Caller ID 7145551234 The Caller ID needs to match the call records in the call lists lt add key MapQueueToCompany value False gt Details See Inbound Calls Unique Call List Configuration lt add key EnableEncryptedFields value False gt Details Encrypts the data in the SQL dialer predictive dialer database for agent interface custom fields 5 and 6 for sensitive information like credit card information Page 90 Getting Started Quickly Important Links Getting started quickly Downloads documentation and videos http www mdlsolutions com GetStartedQuickly aspx To get your Predictive Dialer Dialer configured quickly go to our online FAQ s at http www mdlsolutions com DialerFAQ aspx Setup the Predictive Dialer to work with 3CX http www mdlsolutions com DialThrough3CX aspx Setup stand alone auto dialer play TTS recorded messages and or receive client responses http Awww mdlsolutions com DialerPlayPrompt aspx Install 3CX plug in http www mdlsolutions com PlugIn aspx Install Agent Interface http www mdlsolutions com AgentDisposition aspx
59. m Enabled Allows the administrator to enable or disable an agent group call center team Page 17 Time Zones Time zones are used when calling different states provinces and countries from your own that have different time zones Time zones are simply managed by entering the dialing code for that state province or country and then entering the GMT offset time zone and start and time relevant to that time zone BE MD1 solutions Predictive Dialer Dialer ersion 3 3 7 Trial Release File Stat Stop Calllists outiCient Updates Help Statistics Call Lists Call RecordsiReports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure _ Help Enter the dialing code that ie retated to the tine zone and start and end times for thet tine zone Caller ID le only supported in Bridge kode ol Area Code Time Zone GMT Offset fp zj Start Time Hour 24 hour format p zj End Time Hour 24 hour format f 8 z ID Record ID Area Code The are code of the actual city state province country you are dialing Example If you are calling Santa Ana California from the East Coast of USA then the prefix would be 1714 From another country is may be 001714 check your country requirements online to be sure Time Zones GMT Offset This is the GMT offset that applies to the city state province and country you are calling Check online for this information Start Time
60. mber Dialed First Name Last Name Addess Record ID The actual record id of the call record Caller ID The telephone number of the client that has been transferred to the agent Campaign The campaign the call record was assigned to Interface 3CX or Direct currently 3CX is recommended Status Whether the call is connected or disconnected First Name The first name of the client that has been transferred to the agent Last Name The last name of the client that has been transferred to the agent Email The email of the client that has been transferred to the agent Record The call record id for future reference SSN The social security of the client that has been transferred to the agent DOB The date of birth of the client that has been transferred to the agent Date Processed The date the call record was processed Page 27 Address 1 The first address of the client that has been transferred to the agent Address 2 The second address of the client that has been transferred to the agent City The city of the client that has been transferred to the agent State The state of the client that has been transferred to the agent Postal Code Zip The postal code or zip code of the client that has been transferred to the agent Country The country of the client that has been transferred to the agent Company The company of the client that has been transferred to the agent Tracking ID A custom transaction id that can be s
61. ments of 1 to test Default 0 lt add key TTSVoice value Name Microsoft Mary gt Details The Microsoft Text To Speech voice used by the dialer predictive dialer If your Windows OS has other Microsoft Text To Speech voices loaded you can use them as well Default Name Microsoft Mary lt add key TTSRate value 2 gt Details The Microsoft Text To Speech voice rate at which the text is played back at Default 2 lt add key PDAlgCalliIntervalStartDelay value 15 gt Details A short delay given before the predictive dialer starts dialing Default 15 seconds lt add key DeleteCallRecordsAfterInDays value 7 gt Details Deletes call records after a certain amount of days Default 7 days Page 87 lt add key InterCallDelay value 1 gt Details Reserved lt add key AgreedToTerms value 0 gt Details If set to 1 states the user of this software agrees to all the terms of use and no longer displays the user agreement message when the dialer predictive dialer starts up Default 0 lt add key EnableDST value 1 gt Details Enables day light savings time Default 1 enabled lt add key NoMoreRecordsFoundTimeZoneDelayRetry value 10 gt Details The multiple time zone call record check delay Default 10 seconds lt add key TimeZonePrefixMatchLength value 3 gt Details Used to identify the time zone by using the telephone number prefix Default 3 digits
62. multaneous Calls 100 Enter the IP Address of the Predictive Dialer server Then enter the same number you used in the Phone System VP Account under the Bride Mode settings in the Authentication ID field and Port Identification field Set Max Calls to the amount of licensed Predictive Dialer channels Page 83 Step 5 set the PBX Delivers Audio and Requires registration for settings VoIP Providers Edit VOIP Provider settings and click OK or Apply to save General Advanced Outbound Parameters changes Inbound Parameters Source ID DID Provider Capabilities Configure Advanced options Supports Re Invite Supports Replace PBX Delivers Audio Disable Video Registration Settings Configure Advanced options Time between registration attempts in seconds Require registration for Which IP to use in Contact field for registration Codec priorities Specify which codecs to use and their priority Available Codecs Speex G722 Hoseoa 00000 60 Do not require v External STUN resolved Internal Specified IP S89 Assigned Codecs G 711 Uaw G 711 A law Set the PBX Delivers Audio to checked and Requires registration for setting to Do not require Page 84 Step 6 is to setup the 3CX queue that will be used by this VoIP Provider for the Bridged transferred calls Edit OIP Provider gt Edit Port 17149291018 Voip Prov
63. n 30 Network Controller 192 1 68 0 2 4 Istep will complete all the steps end call update call record and log back into the queue by just clicking on the disposition Sstep will require 3 steps to complete each call but allows for more control options Call Process Step l step v 5 Set the Interface value to Direct if you are NOT using 3CX and are transferring your calls directly to VolP phones If you are using 3CX and transferring the calls to a queue within 3CX set the Interface value to SI Interface 3C 30 or Direct 6 Date format of Predicative Dialer computer server if set incorrectly SQL will return an error Date Format Default x 7 Admin password Used to view change the Agent Interface configuration settings Will be encrypted Can be left as default Password default Password default Confirm Page 35 Once the Agent Interface has been configured to use 1 step call processing using the Agent Interface configuration application ConfigApplication exe found in the Agent Interface application folder or at time of installation the Agent Interface will then display 1 Step Call Process Enabled below the disposition panel Once the call has ended and the agent has entered all the necessary information all the agent needs to do is simply select the disposition he requires and then wait for the next call DLsolutions inc Agent Dispo
64. nd call list and clicking on the View List button or run a report on the inbound call list T MDLsolutiaas Colt Center Manager Dashboard Version 3 5 3 Tracking ID SocialSecuiityNum DOB Page 69 If you have decided to create unique inbound call lists see Inbound Calls Unique Call List Configuration under the agent interface section the predictive dialer will create a unique call list using the 3CX queue name that the inbound calls originate from All the same reporting and analytics are available for the inbound call list s as with outbound call lists Also you have the option to Activate the inbound call list s and call all the clients back that previously called E MDLsolutions Call Center Manager Dashboard Version 3 5 3 fe 2 eS F fe B Manage Cali Lists Backed Uo Call Lists Search Call Lists Active Records Records Processed Company Name A Call List totals are updated every 30 seconds Page 70 You can view the inbound call you receive by selecting the inbound call list and clicking on the View List button or run a report on the inbound call list i MDLsolutians Colt Canter Manager Dashboard Version 3 5 3 Tracking ID _SocialSecwkyNum DOB Wise STOPPED Additional Information Stopped by interface Page 71 5 Configuration Tips Configuring Agent Groups Call Center Team Start off by creating an Agent
65. nded Page 53 Call Length The length of the call in seconds This will be set if the Agent uses the Agent Interface Call Term Status What was the status of the call idle no answer disconnected or transferred to an agent Chan The Predictive Dialer channel the call is placed on Of Enquiries Reserved Page 54 Agent Performance Overview Call Center Reports The Agent Performance Overview tab displays important real time information about the agents in the Call Center and provides call center reports Disolutions Call Center Manager Dashboard Version 3 3 5 Statistics Graphs Cali Lists Management if Agent Performance System Reports CallRecords System Settings lt _ Acent Pertormance Grid Svstem Reoorts Agent Grouos Predictive Dialing Alcorithm i oe Acent Administration Agent Calis Average Time Current Current Calls Per Hour Agent First Agent Last Extension Processed On Calls Sec Campaign _ Agent Group last hour Active Acti Help To view addtional agent performance data please cick on the agents row This data on this tah wil be updated every 60 seconds Real Time System Reporting Current Toda Start Date 10 25 2013 12 01 54 Mew aia End Date 10 30 2013 12 01 54 View Allows the manager supervisor to view the current real time call center agent information as well as up to 7 days in the past Agent Performance Graph Allows the manager supervisor to view the
66. nes Campaigns View Agents Configure MB Total Calls Placed E Calls Answered E Calls Not Answered S Calls To Faxor VM Total Call Counter Total calls placed in all call lists System Status The system status RUNNING STOPPED and COMPLETING Reasons Calls Stopped States the reason the system stopped for example user input or error 3CX Controller IP Address 3CX Only The IP address of the 3CX IP PBX that is set under the Configuration File Menu items File Configuration File settings Email Queue Status The status of the agent response email queue CRM DB Connector Status The status of the CRM DB connector and the ability to start and stop the CRM DB Connector Call Errors Any SIP call errors produced while calls are being made Start Calls Starts placing calls Stop Calls Stops calls being placed user needs to wait until all calls stop normally after clicking this button FAQ Click to check the online FAQ s for help Page 3 Performance Graph Blue Total calls placed Green Calls answered Red Calls not answered Yellow Calls answered by a fax machine or by an answering machine voice mail Real time Agent Channel Information bottom right Channels Dialing Connected Total amount of channels simultaneously dialing and the total amount of calls currently connected Currently connected indicator only applies to Bridge Mode Agents Waiting For Calls The total amount of agents wa
67. nterface is installed on IP Address IP Address of the computer that the Agent Interface is installed on Extension Extension of the agent Agent Status If the agent is ready to receive calls or is on a call Last Status Update The last time the agent clicked on Ready to receive calls Total Agents The total amount of agents connected to the predictive dialer Page 62 Email Manager The Email Manager is used to create a client response email s for the agent agent interface s amp MDL solutions Call Center Manager Dashboard Version 3 5 3 Statistics Graphs Call Lists Management Agent Performance System Reports Call Records System Settings Ai Custom Labels Acent Interface Thank You For Purchase Rev 1 v Geale anew emal by Wing in a unique name 50 characters max of select irom the dop down of current emaile Emal Message Hi fisinamea lastname Thank you for purchasing custom Your credit card has been charged custom2 And wil be shipped to addiesst cay stateprovinee zippostal We appreciate your business Please go to hitp Awnw mdlsclutions com for questions about pour product MDLsokdions Inc Helg Create an email message that yow agents can send ou in response follow up to a call You can use firstname cients first name lastname cients last name addiess1 first address Ine laddress2 second adcress ine city oly stateprovince state or province zi
68. oduct Price Ready toreceivecals loseceive calls Product A 18077 Category Website C No message when phone number is not found C Auto Launch URL EXE Credit Card Exp Date J So 18710 2020 Note used Later use Nole used Latet use Note used Later use Note used Later use Update wilh Reminder Note used Later use Note used Later use Send SMS Text Message Note used Later use Note used Later use RecudiD NunberDided FirstName Mote used Later use Note used Later use Additional Custom Fields 1 to 12 A custom field that can be set by the call center manager Page 29 Reminders Reminders are set when the agent uses the Update with Reminders button Simply double click on any reminder to see the details Reminders are automatically launched when the date time becomes relevant 3S MDLsolutions Inc Agent Disposition Interface Ver 3 34 Connected Flak Options Hep Aoertirtetace Ge Reminders Sorio lt 4 Staitics af Conigwation ie 10 10 2013 10 10 AM Please fofow up on Product A bulk pricing 9551234 Agent extension 101 Id Database id of the reminder Date Time Date Time that the reminder will be launched Information The information related to the reminder Page 30 Scripts Scripts are used so that agents can have pointers information available to them in order to best serve their cl
69. of report the administrator can run Date Range The Start and End date range of the report Load Call Records Input the amount of call records you want displayed Delete All Call Records Completely delete all call records Call records are automatically deleted after 7 days but this can be changed in the dialer config file Call Record Grid ID Record id Dialed Number that is dialed Call Start Time The time the call started Call End Time The time the call ended Call Length The length of the call in seconds This will be set if the Agent uses the Agent Interface Call Term Status What was the status of the call idle no answer disconnected or transferred to an agent Chan The Predictive Dialer channel the call is placed on Of Enquiries N A SIP Term Info Gives the SIP call termination info reason why call ended Page 9 Do Not Call List Use this feature if you want to automatically scrub your call lists against the Do Not Call List that your country state province provides The Do Not Call List can be updated by the agent please see Agent Interface GaMDisolutions Predictive Dialer Dialer Version 3 3 7 Trial Release _ Bm ke File Start Stop CallLists i Updates Help Complete Address _ 123 First Street Santa Rose CA 543 Second Street Anaheim CA Help You can add one or many Do Net Call Lists to the Predictive Dialer t wil simply aggend the lists Eke iea are a e
70. ompanies name Address Your companies street address City Your companies city address State Province Your companies state provincial address Country The country your company resides in SMTP Email Server Settings Email Server IP Address or Domain Name The IP address or domain name of your companies SMTP Email server Email server must support SMTP From Email Address The associated SMTP email address that you want used displayed to your clients in your agents response emails Email Subject The subject that you want displayed to your clients in your agent response emails Username The username of the From Email Address Password The password of the From Email Address Page 65 Call Center Manager Menu Options File Configuration Allows the user to determine which Predictive Dialer Database he wants to connect to Agent Interface Configurations Configure Survey Questions Allows the call center manager supervisor to setup a unique set of questions in order to create a survey that the agents can use when speaking to their clients i MDLsolutions Gall Center Manager Dashboard Yersion 3 3 5 es lentil eo Agent Performance System Reports Call Records System Settings 5 A k Call Lists Survey Question 1 85 chat max i Survey Question 2 85 char max Survey Question 3 85 char max Suevey Question 4 85 char max L Survey Question 5 85 char max Survey Question 6
71. on Interface Yer 3 34 Connected opens He B Agent Inteitace tq Remmdes TI Soige I Web interface 1 Statistics St Configuration United States English Change CRM Custor MM Microsoft Dynamics Hame vision Solutions industnes Products Resources Support Three teams one unified CRM Chat Outsid p Wortd 5 Solutions for small and midsi What s new in Microsoft Dynamics phat Solutions for enterprise business v gt Petalaan DI BND Miler aca annaiincad a atratania alline Page 33 Configuration The configuration settings are used to connect the Agent Interface to the Predictive Dialer SQL database and 3CX IP PBX as well as set the agent extension number interface 3CX Direct date format if the Predictive Dialer operating system uses a different date format from the agent interface operating system and the administrator password used to access this configuration tab to make changes OLsolutions inc Agent Disposition Interface Ver 3 34 Connected Options Help F Avert irtetlace 9p Reminders FD Script 24 Statisiics 2 Configuration Configuration fie settings SOL Sting Server 10 10 2 1NSQLEXPRESS Initial Catalog MD LeolutionsD iales User D sa Password mediaqw 234 Extension 101 3CKNelwork Cooter 707022 Interface 3 SCX or Direct Date Foma v Dialing Prefix Ne Set to None if not used Remove digits from calles id 7 j Se to None if not used
72. ons Exact Makes sure there is an agent available for each call Medium Medium call rate some calls may have to hold in the 3CX queue High High call rate extra calls will be waiting in the 3CX queue Max As many calls as possible extra calls will wait in the 3CX queue Call Answer Timeout The amount of time the Predictive Dialer Dialer waits for the call to be answered before disconnecting SIP Registration Device Information Outbound Calls SIP User ID The user ID required by the SIP endpoint in order to register SIP Password The password required by the SIP endpoint in order to register SIP Server The IP Address of the SIP endpoint you are registering with or and sending your outbound calls to Realm Challenge Question May need to be provided Please check with your VoIP provider or reference your VoIP gateway or IP PBX user guide Status If your registration was successful or not Register Click the registration button to submit your registration information to the SIP endpoint You can also select the check box if the Predictive Dialer Dialer is not required to register with the SIP end point Page 21 Start Stop Time Grid Call Start Time The global time you want the calls to start dialing Call End Time The global time you want the calls to stop dialing Start Time The time you want the calls to start dialing End Time The time you want the calls to stop dialing Run On Weekends Sat Sun If you want the
73. or tano CC 61123 inns 103412 9132977426 i mmareena ipatt AA82213 1 1280 View Call List Change Agent Group View the selected call list details and if need be change the Agent Group for the call list Previous Next Loads next set of records Page 6 Import Call Lists Start by mapping the data from the comma delimited text file to the Dialer Predictive Dialer columns Then set the Call List Name the Agent Group and Campaign that you created or just use the defaults for Agent Group and Campaign Optional fields are explained below E f Import 5551234 Ted Task Itask abe com ABC 12Ih St Sute D Irvine CA 92000 USA TH553224 Product 12 99 Database Fields Not all fields required Phone Number 5551234 x Secondary Number zj FirstName Ted Z Last Name Task be EmailAddress Nask abe c y Company A8C ta Tracking IO 14553224 x Social Security Number x Date Of Biihimmiddisa xj Address 1 12th St z Address 2 Sute D z Cty f ivne z State a ZinPostalCode 9200 xj Country USA Z Custom 1 Pioducta F Custom 2 i299 Launch URUEXE with parameters Heip Ri gt CalllistName DemoCallid 7 Min Number Lect Records Processed I Check remove duplicate numbers ApentGroup Osat xj Campaign Dest H prefic ignore Fest Record Import Close 4 zj Call List Name Any call list name you like that is s
74. os Qe ws mig Agent Last Company MDLsolutionsm inc a Active Address 1401 Tustin Ave Suite 210 1 O S02013 11 Acent Pertorman Acent Administration MOL SOLUTIONS nia Ana State Province CA Country 92705 SALES BY AGENTS SUMMARY REPORT Report Period 10 25 2013 12 01 54 PM 10 39 2013 12 01 54 Ply Page 56 Detailed performance extension information Enables the call center manager to view the records processed for each agent in each call list for all or for specified dispositions YX MDLsolutions Call Canter Manager Dashboard Yarsion 3 3 5 Fx P P 7 Acent Pertormance 4 Reoorts Agent Grouos Predictive Diatina Aleorithm Agent Administration Agent Performance Details Ext 101 Demo Cal List Test Call List j n this tab will be updated every 60 seconde Real Time System Reporting carrDate 10 25 2013 12 01 54 j Eng Date 10 30 2013 12 01 54 S Report Sales By Agents Summary Detailed Agent Performance x Agent Performance Graph Call List The cal list that the agent has processed call records in Records Processed The amount of records processed in that call list Filter By Disposition Filter results by a specific disposition Page 57 Detailed performance extension information Enables the call center manager to view the call answered for each agent in a bar graph view w MDLsolutions Call Center Manager Dashboard Version 3 3 5 Fi
75. p a Create a 3CX queue name and extension number to the Phones Queues list as shown below Leave the Group Name as default unless you have setup individual call center groups teams Add all the agent extension numbers that the calls will be transferred to by the Predictive Dialer b Should you need to send calls in one call list to one group of agents and calls in another call list to another group of agents then please look over the Agent Group Setup on Page 34 Otherwise for testing purposes just select default Create Delete queue in 3CX with remove extensions Leave checked if you want the Predictive Dialer to create the queue and extension s in 3CX for you Add Adds a new queue or extension Update Updates selected queue or extension Delete Delete selected queue or extension Page 14 Phone System Transfer List Grid ID Record id Name The name of the call center employee or 3CX Queue name Extension Extension of the call center employees phone or extension number of the 3CX queue that the calls are sent to Group Name Call center agents group call center team Extension in Queue Extensions in the 3CX queue Page 15 Agent Groups Teams The administrator will only need to create a separate agent group if multiple calls lists need to be run at the same time and transferred to different sets of extensions 8CX queues commonly known as call center teams or agent groups If this is not required just leave
76. ppostal zip ot postal code country country flrackid the tracking id custom product service name and custom2 product service price of the clients call record if used impoited Your emai settings must be set in order for this to work SELE STOPPED Additional Information Stopped by interface Email Name Unique name used to identify the response email to the agent through the agent interface Email Message The user created email message along with the required call list fields that will be emailed to the client once the agent selects it using the associated Email Name Call List Fields Passable The following call list fields can be passed from the related client information on the agent interface to the response email They are firstname lastname address1 address2 city stateprovince zippostal country trackid custom1 and custom2 Additional fields can be included upon request Page 63 Agent Script The Agent Script Manager is used to create an agent script s response for the agent agent interface s when talking to the client 2 UDLsolutions Call Center Manager Dashboard Version 3 5 3 P F lt Statistics Graphs Call Lists Management Agent Performance System Reports Call Records System Settings a a Ke ak lt iZ S aiara Custom Labeis Agent Intertacel Create a new script by typing in a unique name 50 characters max or se
77. providers or PSTN gateways account username information Password The VoIP providers or PSTN gateways password information Additional Settings When used with 3CX Phone System VP Account The inbound DID created in 3CX where the dialer calls will be transferred to Make sure to map this inbound 3CX DID to a 3CX call queue Agent Group The agent group used to process the desired call actions call queues and call lists Prefix If a VoIP provider VoIP gateway prefix is required please enter it here Enable Bridge Mode Check this box after setting the external IP address to enable Bridge Mode External IP Address Input your external IP address If you not sure of your external IP address simply type My IP Address using Google on the dialer computer Page 22 Menu Options Move to first page Below are the details on several of the menu options offered by the Predictive Dialer Dialer Select Backup Restore E MDLsolutions Predictive Dialer ialer to backup restore the Predictive Dialer Dialer SQL database Version 1 4 4 E amp cords Reports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Restore Configuration File Bak dicative with 3CX only 0 Calls Per Minute Call Answer Timeout 15 Seconds SIP Registration Device Information to ATA VoIP Gateway VoIP Provider or IP PBX PE User ID
78. r Dashboard Version 3 3 5 Fle Help NRN 2 Ww Statistics Graphs Call Lists Management Agent Performance System Reports Call Records System Settings lt h Dialer Total Calls 4 Calls Per Minute 9 Active Channels 0 Agents Waiting For Calls System Overview Graphs All graphs are measured in calts per minute Dialer Total Calis MMM Total Calls Placed 0 EE Calls Answered 0 MMM Calls Not Answered O E Calls ToFexorVM o E Agent Group Calls Placed 0 EEE Calis Answered 0 EEE Calls Not Answered 0 O Calis To Faxor yM 0 Default Agent Performance x Agent List GB Call List Calls Placed WE Calls Answered WB Calls Not Answered S Calls To Faxor VM Demo Call List Call List Performance Call List Dialer Total Calls Total calls made in all call lists that have not been reset Calls Per Minute Total calls made per every minute by the dialer Active Channels Total channels being used by the dialer simultaneously Agents Waiting For Calls Total agents waiting for calls to be transferred Status The system status RUNNING STOPPED and COMPLETING Start Calls Click on green arrow server at the top left Stop Calls Click on red arrow server at the top left Page 46 Performance Graphs All performance graphs are broken down as follows Blue Total calls placed Green Calls answered Red Calls not answered Yellow Calls answered by a fax machine or by an answering machine voice mail First G
79. r to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record ID 17 Action Keyword Play Message Action Play Prompt y Value welcome wav Enable Page 75 Call navigation for checking for an answering machine faxmachine first and then transferring a connected call to 3cx In this example it shows you can disable call actions So make sure your AnsMachineDet is enabled if you want to check for answering fax machines first before transferring to 3CX GE MDLsolutions Predictive DialerMialer Version 1 4 7 Statistics Call Lists Call Records Reports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Action Keyword Human Voice Detect AnsMachineDet Transfer 3CX Queue Blind Transfer 3CX EndCall Endcal Help To select an action to update or delete double click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note When using AnsMachineDet you can specify if you would like th
80. raph Total calls placed in all call lists Second Graph Total calls placed for the selected agent group Third Graph Total calls placed in the selected call list Call list agent overview information MDLsotutions Call Center Manager Dashboard Version 3 3 5 File Help io P amp gt O e _Coli Lists Management Agent Performance System Reports CallRecords System Settings f n mala Dizler Total Calls 4 Calls Per Minute 0 Active Channels j0 Agents Waiting For Calls All graphs are measured in calls par minute Dialer Total Calis E Total Calls Placed MB Calls Answered WB Calls Not Answered S Calis To Faxor VM MACAddress IPAddress Extension Agent Status Last Status Update ERB o0osFresroa7 192 168 2 164 101 Ready to receive calls Nov 8 2013 12 50PM Agent Performance Agent List j Records Call List Name Active Records processed Demo Call List 109 25 13 1 Activated Default Status Agent Group Campaign Call List Performance Call List x CALL LIST GRID MACAddress MAC Address of the computer that the Agent Interface is installed on IPAddress IP Address of the computer that the Agent Interface is installed on Extension Extension of the agent Agent Status If the agent is ready to receive calls or is on a call Last Status Update The last time the agent clicked on Ready to receive calls Page 47 CALL LIST GRID Call List Name Name of t
81. roups that are not enabled can be stored for later use Group Name z SIP ContacteCale lD Channel s Assigned To Group Page 72 Now create 3CX queues using the Agent Groups you created above and assign your extensions for that Agent Group Call Center team Note The 3CX queues that you create in this Predictive Dialer tab will be automatically created in 3CX for you by the Predictive Dialer MDisolutions Predictive Dialer Dialer Version 3 3 7 Trial Release file Staxt Stop Calllists fautiient Updates Help Statistics D Phones Queues Teel ee Configure Page 73 When importing your call list make sure you select the correct Agent Group for your call list gt te Es import RecodiD Phone Number Campaign Compary First Name Last Name Email Address Tracking ID DOB SocialSecurkyNumber Proce 103409 91 32977426 Defaut ABC Maxl Bob Barker bob abctech com D 67893 1 1 2000 12 00 00 AM 11 28 2013 12 49 00 PM Phone Number Fha 103410 9132977426 D fat ABC Max2 Fred Pinter fred gen com JL 69023 1 1 1900 1200 00 SM_11 26 2013 12 50 00 PMT rans 163411 9132977426 Defait ABC Max3 Craig Hamikon chamitorY tariom com CC 61123 1 171900 1200 00 AM 10 28 2013 12 50 C Secondary Number i 103412 9132977426 Defaut ABC Max Mike Mareena mmareena ipaits com AA 82213 1 1 1900 12 00 00 4M 10 28 2013 12 49 00 LastName FirstName v Email Address Email Addres v Company Compan v Track
82. rsions Add Adds a new campaign Update Updates selected campaign Delete Delete selected campaign Page 19 View Agents View agents is used for seeing which agents have launched their Agent Interface and are ready to receive calls or are on a call B MDisolutions Predictive Dialer Dialer Version 3 3 7 Trial Release file Start Stop Calllists Outi Client Updates Help Statistics Cali Lists Call Records Reports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure gt DAEN 192 168 2 23 101 Reattyto receive calis Nov 11 2013 4 56AM MACAddress MAC Address of the computer that the Agent Interface is installed on IP Address IP Address of the computer that the Agent Interface is installed on Extension Extension of the agent Agent Status If the agent is ready to receive calls or is on a call Last Status Update The last time the agent clicked on Ready to receive calls Total Agents The total amount of agents connected to the predictive dialer Page 20 Configure Configuration is used for configuring predictive dialer algorithm registration and global settings Please note there are additional global settings for the Predictive Dialer Dialer config file Page 19 Be MDI solutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release File Stat Stop CallLists fukiCiert Updates Help Statistics Call Lists Call RecordsiRepo
83. rts Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Predictive Dialing Algorithm Medium tedium call rate some calls may have to hold in a queue z Set Call Answer Timeout fo Set Seconds Phone System Registration Dialing Through Phone System Bridge Mode Direct To VolP Provider Please stop the dialer when Changing this information SIP Registration 3CX Phone System Onty User ID CX Extension 200 Passwort scksenen 192168280 Realm Question 3CXPhoneSystem status Registered Register Help SCX users please enter SCXProneSystem in the ReakniQuestion fied If you are not sure of your Realm question simply run a Wireshark PCAP trace while trying to register and look under 407 Proxy Authentication Required or emeil the PCAP to support mdisoktions com Other settings when using Agent Disposition interface Do nat forget to use our 3CX plug in Set the extension number to the queue in 3CX thet you want to transfer the calls to on the Prones Queues tab and use the Bind Transfer on the Navigation tab All ther phones systems must use Bridge Mode Call End Time 11 59 Pra wl Start Time HH MM AMIE End Time HH AMP I Turn Dialer Off After 8pm Add Update Delete Run on Weekends Sat Sun SSS Predictive Dialing Algorithm Set the Predictive Dialer to the user selected algorithm Opti
84. s that where not transferred to an agent Reprocess Calls with Disposition Reprocess calls that have a certain disposition Scrub duplicate telephone numbers from all call lists Scrubs duplicate telephone numbers from all call lists Activate Call Lists For Dialing Activate the selected call list for dialing Deactivate Call Lists For Dialing Deactivate the selected call list so it is no longer dialed Import CSV Call List Import comma delimited text file Export List and Results to CSV Export a call list and it s results to a CSV file Delete Call List Delete selected call list Backup Call List Backup current call lists for later use Page 5 CALL LIST GRID ID Record id Call List Name Name of the call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group call center team that the call will be transferred to for this call list Campaign The campaign associated with the call list FE MDtsolutions Predictive Dialer Diater ersion 3 3 7 Trial Release Phone Company i 2 ame Ema Tracking I ocialSecurityNum RE 9132977426 ra 1 1 2000 wao 91329774268 ft fted pcn com JL 8023 1190 103411 93132977426 i chamit
85. sition Interface Ver 3 35 Connected a Options Hep Agent interface Reminders TH Script L Statistics 3 Configuration ae cotutions 1 Step Call Process Enabled Record D 103412 Caler ID 3132977426 Campaign Defaut Interface sox First Name Mike Last Name Mareena Status cal Ended Emal mmareens pats com SSN poe 17171900 Date Processed 11 8 2013 74000PM Address 1 54958 Fifth Address 2 Sute 227 CA State CA Postal Code Zip 99340 s ABC Max Tracking ID AA 82213 Product 2 653 00 Flecord Dit Category Website aa C No message when phone number is not found a Auto Launch URL EXE o Search Field Telephone Number Search Vakae E 32377426 Survey Comments Last Updatect Wednesday September 25 2013 204 PM By Agent Extension 10T lt r Last Update Wednesday September 25 2013 217 PM By Agent Extension 101 Preview Diat Record 1D Number Dialed First Name Page 36 Agent Interface Receiving Inbound Calls When an inbound call caller id is received for the first time through a 3CX queue that the agent is connected to the agent interface will notify the agent that the caller id does not exist if it cannot be found in the current predictive dialer call list s It will then give the agent the option to add the number caller id and enter
86. ssword value seikol gt Details The email server SMTP account password for the originating email address lt add key TotalChannels value 2 gt Details The total amount of channels you want the dialer predictive dialer to use at anytime Cannot exceed the maximum amount of licensed channels lt add key FailedCallRecognitionNotificationCounter value 3 gt Details Reserved Page 86 lt add key TransferedToAnAttendantCounter value 4 gt Details Reserved lt add key MultiNavDelay value 3 gt Details Reserved lt add key DebugMode value 0 gt Details Used to provide additional dialer log file details to resolve complex issues lt add key CallRecording value 1 gt Details Set value to 1 to enable call recording Supported in Bridge Mode only Default 0 off lt add key ASRSampleSizeInSeconds value 11 gt Details Reserved lt add key InterEnquiryDelayMax value 1 gt Details Reserved lt add key ASRModeOn value 0 gt Details Reserved lt add key ManagedAgentCalls value false gt Details Used for running dialer calls see FAQ s lt add key DialerModeOnly value false gt Details Used for running dialer calls see FAQ s lt add key PredictiveDialerLoad value 0 gt Details Used to fine tune the predictive dialer call rate Higher value increase the call rate but decreases the accuracy and visa versa Use incre
87. t are transferred to agents and how those calls were dispositioned processed Leads Called to Sales Revenue Bar graph Shows the total amount of calls in the call center that were placed and the revenue made from theses leads Requires certain custom fields to be populated Check Import form under Call Lists tab Agent Performance Bar graph Breakdown of calls transferred dispositioned to agents Further breakdown can be done by using the Disposition and Call Lists drop downs Page 48 Call Lists The Call Lists tab is used to upload and manage your imported call lists Currently only comma delimited text files can be imported Multiple call lists can be run simultaneously and if need be you can set different call lists to call centers teams agent groups S MDLsotutions Call Center Manager Dashboard Version 3 Ga P P el F HE a 5 Manage Cail Lists Backed Un Cail Lists Search Coli Lists 10 Call List Name Ue 100 Demo Call List 1 General Numbers 102 Sales Call List 10 29 2013 Call List totals are updated every 30 seconds CO Indude Al Fields Gal TAi Jtr Ueachyaie of Diaing Export Cal GRECS Help lingort any CSV text file into the disler by clicking on Inport CSV These List s can easily be created through licrosoft Excel using the Save As festure under the File menu option Select Reprocess Calls That Where Not Transferred To An Agent R
88. t taking calls Extensions 100 agent one 102 agent p1 agent 103 agent p2 103 104 agent p3 120 Extension 120 Agent y ih 4dd External Agent Number Destination if no answer 150 Call Center Supervisor Members 101 agent two Select a destination for this call if it reaches Maximum Queue Wait Time if no agent is logged in or if caller presses the button End Call Connect to Extension Connect to Queue Ring Group Connect to Digital Receptionist voicemail box for Extension Forward to Outside Number 100 agent one v 820 Phone1 100 agent one v Page 40 The third step is to route calls coming in from your VoIP provider VoIP gateway to the 3CX queue you just created Edit OIP Provider gt Edit Port 19132977427 Voip Provider port no 19132977427 on SoTel Virtual Extension Number Unique hoooo Authentication ID 19132977427 Authentication Password Seecoceccores 2 om 3 Way Authentication ID E 18 Port identification 19132977427 2 Office Hours Configure where calls should be routed during office hours End Call Connect to Extension 100 agent one v Connect to Queue Ring Group 800 Company Name A Connect to Digital Receptionist 2 Voicemail box for Extension 100 agent one X Forward to Outside Number 2 Send fax to email of extension 888 E Set up Specific Office Hour Set up Specific Office Hours E chide h
89. t to the CAM SOL database SON ONEA NET aonan z Bee Help Custom SOL Query Used to retrieve leads records from CRM database Make sure you assign the lead record id to field variable Leadid F f Help SQL CRM Update String Used to update a CRM lead record in the CRM database so the record is not retrieved again A Help CRM URL Template Used to launch the CRM agent web interface Help Connection Call List Name Will be used to create a call list used for importing records to from your CAM SOL database F i oT Polling Interval 10000 Miliseconds 1000 to 360000 C Include Second Phone Number As addtional record Agent Group C Include Mobile Phone Number As addtional record Campaign add Update Delete You can create a maximum of 5 SQL connections SQL Connection String The SQL connection string for the SQL Database Custom SQL Query The SQL query used for finding the leads you require in the SQL Database SQL CRM Update String Used to updated the SQL call record so it is not imported again Suggestion use DoNotPhone for MS Dynamics Polling Interval How long you want the Predictive Dialer to wait before polling your database for more records CRM URL Template The URL the Agent Interface will use to launch the CRM lead MS Dynamics only The LEAD_ ID is usually put after the id between and after the two initia
90. ty State Zip and Agent Extension Search Criteria Enter the related field search criteria to search for Search Records Click to start search Call Recordings Click on Get Recordings button to download the WAVE file of the related recorded call Requires the Bridge Mode under the Configuration tab feature to be used and call recording setting to be enabled in the dialers predictive dialers configuration file CALL LIST FIELD GRID See Agent Interface for details on call lists fields Page 8 Call Records Dialer Reports See Call Center Manager for Call Center Reports The Call Records Reports tab displays all the calls that have been made by the Predictive Dialer and allows the administrator to run specific reports BE MD1 solutions Predictive Dialer Dialer Yersion 3 3 7 Trial Release File Stat Stop Calllists outiCient Updates Help Statistics Call Lists TA Ea Sasi reste i Kee E en ee Cote Call Recorde will be automatically deleted after Y days Cat Ena Time a I Cali Term status erang SP Term no MNNZDIILSZAM 11112013 4 58AM 10 411172013 4 56AM 11 11 2013 4 56 AM 360 9119 2013 10 47 AM 4192013 10 47 AM 36 EV_CALL_NOT_ANSWE 1 S1P2 0 487 Request p Real Time System Reporting Call Records Tom cane Puce Start Date 11 10 2013 04 32 56 Load Call Records Report s Placed x Si j End Date r1s4112013 04 57 23 a froo of records Call Report The type
91. ues Agent Groups Teams Time Zones Campaigns View Agents Configure Blind Transfer 3CX Ese Helo To select an actin to update or delete double elek in the grey area next to the ection you want to edit or delete Then sot the tlelds below and click update if you weet to update the action or Just click delete to delete the action To add an action simply fil in the fiekis below and cick add Do not forget to scd our SCX phag in it you are using Eling Transfer Note When u Pracpratdoy using you cea specify if you would like the Predictive Disler to delay disconnecting the call when i finds en enswering machine By simply adcing delay in miliseconds in the valie fieki AnsMachineDet Recordi T Action Keywort fowawty can ActioncaiFiow ei v Value Enable 0 X mo S AnsMachineDetMessage Group Name Pefaut xi Record ID The action record id Action Keyword The unique identifier used when adding an action Action Call Flow The actual call flow action that is performed once the call is made Options AnsMachineDet If an answering machine is detected the dialer hangs up if not it continues to next action AnsMachineDetMessage If an answering machine is detected then it leaves a message if not it continues to next action Blind Transfer 3CX Will transfer the call to an agent in a 3CX queue defined under the Phone Queues tab on the Predictive Dialer Bridge Trans
92. your OS for availability are Microsoft Mary Mike Sam Please look online for other Microsoft voices if need be lt appsettings gt lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add k lt add key SqLconnectionstring value Server 192 168 2 96 SQLEXPRESS Initial Catalc key SQLConnectionstringAIsrecords value Server 192 168 2 96 SQLEXPRESS Init key LocalIP value Jocalhost gt key 3cxcontroller value 192 168 2 72 gt key EmailServer value localhost gt key FromemailAddress value mail localhost gt key ToeEmai lAddressil value admin localhost gt key Toemai lAddress2 value info localhost gt key Username value admin gt key Password value pass gt key Totalchannels value 2 gt key FailedcallRecognitionnotificationcounter value 3 gt key TransferedToAnAttendantcounter value 4 gt key MultinavDelay value 3 gt key DebugMode value 0 gt key CallRecording value 0 gt key ASRSamplesizeInseconds value 11 gt key InterEnquiryDelaymMax value L1 gt key ASRModeon value 0 gt key ManagedagentCalls value false gt key PredictiveDialerLoad value 0 gt key DialermModeonly value false gt key TimeZoneDialRange value 9 6 gt key TTSvoice

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