Easy Call Now – Hosted Dialler
Contents
1. Easycall CSV Importer Cal3 Col4 Sumame Telephone Holland 2075798111 Harbison 1733240807 Swift 7702345777 Clark 2075798137 One of the fields in red must be completed There are 4 columns in your import file Title FirstName MiddieName LastName MobilePhone Address1 Address Address3 Town County Use column sled column OR 5 Use this value Use column eied column v OR Use this value Use column wie OR Use this value Use column OR Use this value Use column OR Use this value Use column OR 5 Use this value Use column OR Use this value Use column OR Use this value Use column OR Use this value Use column OR Use this value Step 7 Review the expected results for the data file if any of the phone number file have no leading zeros the importer will prompt you as below then click FIX DATA Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Easycall CSV Importer These records have now been imported into a temporary table Here is a table which summarises your import Recordsinyourfle AOD Records imported successfully 09 Number of failed imported records FO Number phone numbersnotofatieastengh OSS Records left afer cleaning bad ones wo Records lost which have Phone Number Fix Log File These are numbers that were corrected The Phonenumer fix log Either by removing spaces adding a leading zero or2. when they logged out how many calls they have taken and the time that they have spent on the phone logged in talking and also waiting for calls The overall figures are calculated at the bottom to give a total for all agents The report shows how many sales are made and by which agents and also gives a sales verse completes S v C ratio along with a sales per hour S p H completes per hour C p H and DMC s per hour D p H figures Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Agent Name AgentiD Login Firat Calli Laat Cal Calia Talk Hre Talk Vait Hra Wait gt Wrap Hra Wrap Machine Hra Machine Break Hre TotaliHra OMCa 0 p h Completes C pH Saloa SpH Svc hayden 2825 1847 1548 02 17 42 59 4 00 10 398 60 00 30 00 15 sse 00 00 03 01 33 01 59 3 1 5 3 15 1 oso 33 usert01 2226 18 55 15 56 53 16 56 53 1 00 00 00 00 01 115 00 07 816 00 00 69 00 00 00 09 0 oo 00 o 0 00 0o AGENT SUD TOTALS 3 0209 3 14 gt 14 1 046 SDS SYSTEM TOTALS 5 90 10 273 5 0001 593 00 25 BA 00 00 24 01 33 00 36 3 5 0 3 30 1 16 V Agantham Agent iO Login Cal Firaty Cal Laar Calm TekHra Tok Wata Vven VirapKra Virep Machine Kra Machno SreakHra TotalHra OMCa DpH Computes CpH Saba Sp k S v C inbound Calia 0 Rang No Anawer 3 Average Call Duration 21251 inbound Abandona 0 0 00 Dead Linea 0 Average Wait Duration 2302 inbound Diverted 0 0 00 Temp Faults Engaged 0 Average Wrap Dur
3. Sees SPH Svc Campaign report This report is a summary of the campaign data displaying totals for connections manual dials and hours dialled The report can be run on per agent bases and over different date ranges by changing the variables along the top of the report 22 Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Gian Teme 2009 04 27 000000 Stop Teme 2009 0427 2359 59 Gelsa Agent Campaign Name Campaign ID Database Total Calle inbound Calle Outbound Calls Connections Manual Dials Abandone Total Hre DMC s Compictes Sales SPH S v C mM Loads Now Loads Total rha 340 rr 6 9 6 s 0 9 96 3 3 1 17 353 1 6 TOTALS 2 o 8 s o os 3 3 17 33 3 Campaign Name Campaign iO Database TotiCeta indound Cala Ouibdound Cela Connectiona ManuaiOisie Abandona TotaiHra ONCS Comptes Sales SpH SwC Leada Now Leaca Total Outcomes report This report produces a list of the totals for the outcomes selected by the agents so far with calculations such as percentages of the total outcomes and the average talk time spent on a particular outcome This report can be used to overview a particular dataset and the outcomes which the agents have produced from it This report can also be exported to excel using the blue button at the bottom of the screen Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration 540 Fina v Queue All Queves T mo 200904 77 000000 S
4. The call arrived on phone number 08452860163 and queue 3233 inboundTest Your inbound script Testing Inbound Q Search sucessful Quick Disposition Disposition Please choose an outcome Dispositon and Next Cal Dispositon and Wrap Hangup Search Form Search Phone and Address fields 07921779850 l Search Goto emn Link id Title FirstName MicdieName LastName MobilePhone Acdress 1 Address2 Acdress3 Town County PreAddress 1 PreAddress2 PreAdcress3 PreTow Ar 2 is iMrs Record El OOQ gt N Recordi iMrs iGo i 32 p Record 32 Mrs iGo 44 Mrs Record iGo 56 Mrs Record Add Form Phone Fields HomePhone 07921779850 ModilePhone k VVOres hor Name Feidr Once the agent has selected the record the screen below will display the script below This screen works in the same way as the outbound script with all the functions to edit information and disposition the records If the agent disposition the call as a callback this will be assigned to the outbound queue the agent must be assigned to the outbound queue to receive these calls as well easy mow Calli Back Set Outcome Script Text Client Details Tithe First Name Mrs Clark 07921779850 02075798111 8 4 easycal Gata corre ted csv He O Se wouic Jj you be interested in Update
5. time any without notice All calls are charged on a per second basis All calls are rated within 60 seconds of the termination of the call and we be deducted from your account balance at this time We will allow your agents to finish their calls if your account balance would fall below 0 before the end of the call At the end of the current calls however you will need to top up using our secure payment page before your agents can resume calling If you decide not to top up and your account balance is below 0 we will invoice the residual balance which would become immediately payable Service availability Our aim is to provide service availability of 99 99 This does not constitute a guarantee and is an internal target measure only Service may be unavailable at certain times when system maintenance work is being undertaken We will endeavour to publish such times on our website at least 24 hours in advance of any such maintenance The service is pay as you go As such if the service is unavailable no usage is encountered and no charges are made Support Support is provided via email We also have a Helpline that is open from 9am to 9pm Monday to Friday Please see our website for the Helpline number and associated charges B have read and agree to the Terms and conditions Step 1 Entering company details This step is to capture the company details so we can correspond with your company Step 1 Company details Please enter yo
6. your agents when making calls The text entered below will display on the agent s main screen There Is the ability to edit this text at a later Cate within the administrator tools Hello Sir would you be interested in Done Step 7 Message Upload The message uploaded on this page will be played to a customer if they call your CLI after missing a call Step Message upload You will need to record and upload a WAV file If someone misses your call and dials back this message will be played This is an Ofcom requirement if you have no way of recording your message please call the Campaign Wizard Helpline on 0871 240 7499 and we can record it for you Please record the following message and save on your PC as a WAV file and select for upload using the browse button below Hello you were called by Your Company Name We wili endeavour to cali you back Now upload the file C Users Lisa Deskiop Work Agentloginpas _ Browse Upload File Progress Bar Upload running 40 done 5 seconds to go Sending request to www easycall now net E Step 8 Add agents Add agents by assigning them a username and password this can also be done or edited at a later date using the administrator tools provided Step 8 Add Agents Adc your agents and assign a password You can ada or edit agents at a later date Username Password Select Sam smith F Bill water fal Gary Phil Nick Turner Alan Hams Lal Liz Ashton F Add Agents Delete Ag
7. How are the columns separated F in doubt try a comma For tab put tab How many ines do you want to preview First Ene of file contains headers 5 lt lt gt Return to Dataset Report Help Information For beginners STEP 1 Choose an existing template or create a new one STEP 2 Type in your seperator character or put in the word tab to use tab as a seperator STEP 3 Choose how many lines you would like to preview STEP 4 Tick the box if you have a header line in your export file 26 Step 5 Review the data file to be uploaded if correct click NEXT Log Out now Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Easycall CSV Importer Col1 Col2 Col 3 Col 4 Tite First Name Sumame Telephone Mr Nick Holand 2075798111 Mr Keith Harbison 1733240807 E Mr David Swift 7702345777 Mrs Lisa Clark 2075798137 Mr Dan Lower 7912255970 Mr Vince Sweeney 7968185613 Mr K Harbison 7976075387 Ms L Clark 7921779850 Mr Keith Harbison 2075798106 Tips To see the information in longer fields hold your mouse over the if you are only seeing one field Then use the back button to change your seperator Step 6 Match the column headers just as you did within the campaign wizard if you have not chosen to use a template Click NEXT 27 Coli Col2 Tite First_Name Mr Nick Mr Keith Mr David Mrs Lisa Log Out now Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration
8. Q IP Easy Call Now Hosted Dialler User Manual concise IP Contents Easycallnow 3 Creating a campaign 3 Using the campaign wizard 3 Step 1 Entering company details 4 Step 2 Administrator setup 4 Step 3 Campaign template chooser 5 Step 4 Data upload 5 Step 5 Field matcher 6 Step 6 Script Text 7 Step 7 Message Upload 7 Step 8 Add agents 8 Step 9 Add Outcomes 8 Step 10 Build results 9 Campaign Top UP 9 Secure payment page 10 System Login 11 Begin Taking calls 12 Wrap screen 12 Wait screen 12 Agent Script 13 Agent main script screen 13 Navigation links 13 Call backs 14 Notes 14 End call Options 14 Set Outcome 14 Wrong Number button 15 Answer Machine button 15 Dead Line button 16 Editing customer information 17 Hang Up button 17 Transfer Facility 17 Administrator Tools 19 Reports 19 Agent report 20 Calls report 21 Call recordings 21 Monthly report 22 Daily report 22 Campaign report 22 Outcomes report 23 Call handling report 23 Dataset analysis report 24 Dataset Management 24 Importing data tool 25 Exporting data tool 29 Campaign configuration 32 Campaign Management 32 Agent management 32 Add Edit agent information 32 Campaign Information 33 Edit Script text 33 Editing administrator email address information 33 Outcomes management 34 Add Edit call outcome codes 34 Message management 34 Queue dial mode 35 Agent status screen 35 Inbound configuration 36 Enable Inbound Queuing 36 Easycallno
9. ame Password Once this is successful the next page you will see is below here you have the option to either Proceed which will begin taking calls or select Admin This will take you to the administrator menus now Step1 Dial 0800 088 2000 VOIP users should call 3851000 Step2 Enter Agent Number 6412 followed by Step3 Enter Passcode 6412 followed by Now click below 11 Begin Taking calls Wrap screen After selecting to proceed on the login screen shown above you will come to the wrap screen wrap is when you are logged in but not taking calls idol time This screen has two options Take a call which will start easycallnow dialling your campaign data provided Logout When selecting logout you must first ensure you have chosen the right reason code from the box located on the left of the button This is important as it effects the information displayed in the reports provided now Press the Take a call button to begin taking calls IELCE KY OR select a logout reason and click Agent Logout Log Out Wait screen This is the screen the agent will see when waiting to be connected to a call easy now Balance available for calisis 999 93 Waiting for a call OR select a logout reason and click Agent Logout Break z 12 Agent Script Agent main script screen When a call is connected below is the first screen displayed to the agent Depending on the data you
10. ampaign Configuration 540 Fina v Queue All Queues StanTme 20090427 000000 StiopTime 20090427 222929 Selea Agent y Select Outcome Cal Type Anr Agent hame Catierid DOI Queue Calio OX Timeatamp Duration pa Quewed p Wrap Time fq Ring Time fy Outcome Cali Type Cali Recording hsyden 00450293442 02075780137 Outbound queue for Pmal 18825407 413 2008 04 27 15 47 55 17 2 00 S37 72 NO Sale Answered Limen useri01 08450293442 07702345777 Outbound queue for Final 19926578 412 2005 04 27 1556841 396 oo 4705 125 Answer Machine Agent Answered Liwien hayden 00450293442 02075758106 Ouvibound queue for Final 19926638 419 2005 04 27 15 57 06 11 6 0 0 5091 5 14 1 No Sale Answered imen nayden 08450293442 07076720205 Outbound queue for Final 19938103 417 2009 04 27 17 4157 1 oo 323 106 Anawa Machine Agent Anawered Linen hayden 00430293442 07970075307 Outbound queue for Pnal 18835172 416 2008 04 27 17 4245 6069 90 426 132 Sar Answered Lister Agom Name Cater oD Queve CaO OXIDO Timastamo Duration 2 Queved is Wrap Time fs ng Time ts Outcome Call recordings The calls report can also be used to search for a specified number to obtain the call recording Once the desired call recording is located the recording can be listened to by clicking the LISTEN link on the right of the screen if you right click on the link the recording can be saved to a desired location 21 Monthly report This report breaks down the months calling by date it g
11. an be selected as a quick clear way of setting the call outcome to and dead line Simply selected the button followed but an end call option BLUE BUTTONS Main Sc Call Back Client Details Set Dead Line Title Mr First Name Last Name Holland Set amp Go to Next Call End Call amp Not Available Log Out Address 1 Address 2 Address 3 Acdress 4 Address 5 Posicode E Home Number 02075798111 Mobi Number Work Number Record id 145 Import number 1 Source File easycall data corre ted csv Navigation Editing customer information The screen below can be viewed by selecting the Name phone and address button located on the bottom left hand side of the script This screen allows the agent to edit or amend customer information and update the data by clicking on the blue update button when complete When the agent has finished editing the customer information an outcome and end call option must still be selected to successfully complete the call easy now Main Script Call Back Client Details Name and Addresss Title Mr Title hr First Name 4 A ry Last Name Holland First Name Address 1 Last Name Holland Acdress 2 Home Phone 02075798111 Address 3 Mobile Phone Address 4 Work Phone Acdress 5 Address1 Postcode E Home Number 02075798111 Address Mobi Number Address3 Work Number Address4 Record id 145 Address Import number 1 Adcdress6 Source File easycall Postcode data_corre Navigation 16 H
12. ang Up button The hang up button is located in the top right corner of the script this button allows the agent to end the customer side of the call but still leave there screen open to edit notes or information before setting the appropriate outcome code and end call option Transfer Facility Third party transfers can be done by clicking the TPT button located along the top of the script This will open a pop up window with transfer control Main Script ca ELS Client Details Name and Addresss Title Mr Title Mr First Name Last Name Holland First Name Address 1 Last Name Holland Address 2 Home Phone 02075798111 AGdress 3 Mobde Phone AGdres gt s wi T Phone AGUess 5 Address Posic oak 7 Aw gt Home Number 02075798111 AGOIESS Mobi Number ADGrEsss Work Number Address4 Record id 146 Acgdress import number 1 Address Source File easycall Postcode data corre Navigation The transfer window allows the agent to enter the phone number for the third party transfer then click dial third party This will place the customer on hold and dial the third party allowing the agent and third party to establish relationship before transferring the customer 17 e asy n OW CallBack Set Outcome Client Details Script Text Title Mr Hello Sir would you rested in First Name Wrong No wer Machine Hang Up Last Name Holl Address 1 Easycall Wait Screen GARY PASSWORD 4285 ro
13. ation 276 22 Outbound Connections 5 Answer Machine Agent 2 Average Machine Duration Agent 22 35 Outbound Live Calis 3 Answer Machine Dialer 0 Outbound Abandons 0 0 00 The report also has the averages for the date selected in the bottom left corner along with a summary for the calling data Shown above There is also an OPTIONAL FIELDS section which gives you the option to include logout reasons such as training time breaks lunch etc 20 Log Out ee ee ee Reports Campaign Configuration gt ina a Quem Seii T Saa Tee eee o OPTIONAL ALOS Toer Agami kene Agere Loge Firat Cot Leet Cat Ca Tae fre Tem a Wer 4 aa tre Wrap a fre a fee s b Dan Competes Can towe LAA Lac ANI AGENT SUG TOTALS i Lone 2 0 6 0 om sm sv ETN TOTALS e n u w oll U 6 6 tm tm ipie geet Lope G Col ent Com oh re THN a att aes ree emesis ee Op Comme Com Some See Se Cry mare Poruni wta firey B Arewer Average Call beraten hewn Abewtons N Owed lowe Average Mat ersten recent werted 1 WA Temp tosta ngeged Average Wrap Oeretor i Ow thoneed oer Ara eve Martane Aest Owthowed ve ate Argae Ma tne Tapies Osttosad Calls report The calls report will show a list of all calls made during the specified duration supplying the time and date of the call along with the outcome and the agent who took the call Log Out Campaign Balance 998 96 TopUp Agent Status Reports C
14. e Mus contan comm headers i ts irportar that the headers are nol Gupikated dank or contan spaces Cnoose 2 fie to upload Rona Uplond File Progress Bar SSS B Ca Es Once you have uploaded the file a preview window will appear shown in the example below so you can verify the data will be uploaded correctly Step 4 Data upload Choose a fie 10 uplow Gonse Uplowd F de Progress Bar CZ C CE Step 5 Field matcher This step is used to match your data with easycallnow s fields ensuring data is displayed correctly to the agents Any matching field names will be automatically assigned others can be selected from the drop down lists Any unassigned fields will still be displayed on the main agent calling screen just it no particular order Step 5 Field matcher We have automatically assigned standard heids where your heid names match ours Ihis wil enable our system to recognise and display your Gala correctly Please assign remaining fields to our Standard fields where appropriate Piease ensure that you Nave at least one phone number field matched to continue Any unassigned fields will still display on the agent screen Your fields Standard field Title rist_Name Select m Ime Salect Step 6 Script Text This text is a prompt for you agents when calling you can type whatever prompts the agents may require when calling Step 6 Script text Script text is a guide for
15. e button Watch Step 3 Report Progress below it will create another watcher vandow for rm Run Anotier Export Step 4 the report is complete you can view the report by clicking DISPLAY RESULTS button Log Out easycal now Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Running the Export Choosing Export 2 Entering parameters g the Export 4 Viewing the Results x OX Report Runner Mozillis Fi The report is now runn be displaying the same message please cd button Watch Report Progress below it Step 5 the report results can be viewed and the export can be downloaded by clicking the link in the box 30 TOATI ia the ANTARI po JAAT wee the oo headed 31 Campaign configuration Campaign Management The maintenance and configuration of your campaign can be accessed via these options L Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Agents Managmenent Campaign information Outcomes Management Edit your agent details Edit your company address email Manage your outcome codes and other information i Messages management Queue dial mode Messages management 2 Change your method of dialing to progressive or predictive Agent management This screen enables you to add or edit agents detail such as passwords Log Out now Campaign Balance 3 34 TopUp Agent Status Reports Campaign Configuration Ag
16. ed file s Delete Import files into campaign Import CSV Remove selected folder Upload file Browse i Upload _ 25 Step 3 Select the file by ticking in the box to the left then click IMPORT CSV Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Easycalinow browser Main toldo r Seeron 27 04 2009 18 00 10 Suppesss numbers hom CSV Set To Name Size Dote on Action Trash can 21 04 2009 11 13 39 easycoll data cov 313 21 04 2009 11 14 12 VoD oasycoll data cov log 121 21 04 2009 11 16 34 Oo pi easycall deta_corected csv 10950 27 04 2009 18 00 09 Vo Md_soles 21 04 2009 11 18 06 etd soles bycdate 21 04 2009 11 19 28 term plates 21 04 2009 11 14 19 tad 3 directories 3 fles 11 Kb Move soloctod filolo Or folder c to soloctod folder Move Delete selected fleis Delete import flex into campaign import CSV Rermave selected folder Remove Remove soloctod folder Uploed flo Drowse Step 4 Follow the on screen instructions to determine file content click NEXT A note regarding the checkbox First line of the content headers please make sure it is checked if your file contains a header line This will make a later step much easier Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Easycall CSV Importer Select CSV file CSV eesyce dote_comectes cry v Select Template Name Creste Now Tereisie
17. ent Management Ref Username Password Admin User Show Balance Edit Assign Queues 6412 conciseip COncis3IP y N Edit Assign Queue 6413 user101 pass101 Y N Edit Assign Queue 6414 userl02 passl02 N N Edit Assign Queue 6415 userl103 passi03 N N Edit Assign Queue Adding Agent User Name Password Show Balance No v Administrator No v Add User Add Edit agent information To add an agent simply type the details in the spaces available and click the SUBMIT button To edit an agent select the agent Uid and the information will be displayed in the lower boxes and can be edited accordingly selected submit when complete 32 Campaign Information The campaign information can be edited via this screen Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Confiquration Company Name Final Address Address2 County city Postcode SS74EP Telephone Email Address Hello Sir would you be interested in Script Text Admin Name Heyden Clark Edit Script text The script text can be changed at any time via this screen it will display what was entered when you created the campaign during the wizard process and when the information is correct click SUBMIT button Editing administrator email address information The administrator email address can be changed via this screen this is in case you change your email address after you had created the campaign via the wizard it is important you update this in
18. ents Deselect AlI Step 9 Add Outcomes This step allow you to customise outcome codes calling codes dispositions for the agent script they can also be modified or added later using the administrator tools provided Step 9 Add Outcomes Here you can customise the outcomes for your calls hey will be a drop dovm list tor the agent select when dispositioning the call Please acd or edit the outcomes Delow selecting a YES or NO tor complete dmc and sale Complete a completed call that will not be dialled again Eg Not interested in the promotion Sale a successful call Eg donation pledged DMC contact has been made with the Decision Making Contact This is a flag for reporting Template SALES Outcome description Completes Sales DMC Select Sale Yes Yes No Sale Yes No v Callback regarding Sale No No Add Outcomes Delete Outcomes Select All Deselect All I Step 10 Build results Your CLI for the campaign is provided in step 10 at this point an automated email is sent to the email address provided containing all campaign information required There is also a link at the bottom of this step which takes you to the secure payment screen Top Up now Step 10 Build results Build successful Piease quote the reterence number 560 In any correspondence with us Vhen dialing on your Campaign the number displayed to your caller ts 06450293449 s ais An email containing your PDF has been sent to the administrat
19. f SOURCE EXPORT Expire records in a dataset import file Ref EXPIRE RECORDS The exporting data tool is accessed via the dataset analysis report using the EXPORT DATA button The export is performed in four easy steps Step 1 Choose the export you want to run by selecting a radio button Step 2 Select the data of which you want to run the export against using radio buttons provided Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Entering Parameters 1 Choosing Export Entering parameters 3 Running the Export 4 Viewing the Results You have choosen to run GENERIC SALES DATASETID A report of the export vall be sent to support dx easycall_net Step 2 easycall data_corrected csv easycall data csv m easycall data_corrected csv Step 3 the export is now running and you have the option to watch the report progress or run another export if you run another report you will start the loop and go back to step 1 again 29 Log Out now Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Running the Export Choosing Export 2 Entering parameters 3 Running the Export 4 Viewing the Results The report is now running You should see a popup screen now vath it s progress If it fails to complete or seems to be displaying the same message please contact support dxi eayscall net If you accidentally close the window that s ok just click on th
20. f the leads and what is available now today and after today is also available this gives the supervisor the ability to manage the data effectively og Que Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration o Ome Dos re CA on Seusce Pile b Gaptey Getem ont Crees ed Conquers Sewe Slee ane Detsset Ina States Source fee Reet of Pe vous po Corg per Sss per net nue Gate pe aow Mosr DUC h Comparten te Outed ques Gr few MELD comecetce 46 i 5 t J i T t 31 a ee i es G oe se T 2 Qaae Uv i tate coy t e z3 ts ee e os J se e es se os j Owned aa Gr Few D raa aaa 408 i i t 3 te es i T 8 oe i ee e3 T es TOTALA on F o ee oo o oe oe ee e es oe oe Ae a rs tw Soe avcm Pwatoa T T Teme Aaa owe Soviet an fo pos rm eaz ooi os pe O re Tedey Teter fee mer OCA Oi From this screen you can also choose to import or export data to do this simply click the relevant buttons on the screen below and follow the easy steps Dataset Management By selecting the source file from the dataset analysis report shown above the data management screen below will display allowing the data to be changed from hold live or expired If expired is selected the data can never be reactivated 24 Dataset Management easycall data_corrected csv Loaddate 2009 04 21 10 25 00 ALARMS Email Alarms To Alarm whe
21. formation to ensure you receive essential campaign information such as balance information Other company admin information can also be edited via this screen allowing you to update address phone number and administrator name at any time to ensure your company contacts stay up to date with any important campaign information 33 Outcomes management This screen enables you to add or edit call outcomes Add Edit call outcome codes To add an outcome code simply type the details in the spaces available and click the SUBMIT button Log Out n OW Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration List of Outcomecode Outcomecode Outcomedescript Sale DMC Complete 3483 Callback regarding Sale N N N 3482 No Sale Bs A e oy 3481 Sale Wi A Add New First Prev 1 of1 Next Last Add Edit Outcomecode Outcomedescript Callback regarding Sale Sale No gt To edit an outcome code select the outcome code number and the information will be displayed in the lower boxes and can be edited accordingly Message management Your campaign messages can be changed via this screen any WAV files uploaded on this screen will OVER WRITE any existing messages Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Message upload Here you can upload wave files to replace the messages on our system Result message Welcome wave Browse Optional waves if you do not u
22. gn Configuration Agent Management Development V4 ion Ref Username Password Admin User Show Balance Edit Assign Queues 4284 lisa69 spikezOe Y Y Edit Assign Queue 4285 g ry pessvord Y K Edit Assign Queve 286 userl02 p ss102 N K Edit Assign Queue 287 userl03 passl03 N N Edt Assign Queue Adding Agent User Name rossword O Show Balance Administrator Add User Each agent can be assigned to each of the queues by selecting the enable and disable buttons below Each agent can be assigned to individual queues or multiply providing them with access to outbound inbound or blended dialling Log Out Campaign Balance 99292 TopUp Agent Status Reports Campaign Configuration Agent Queue Management For Agent 4285 Queue Nome Enable Disable 2403 Outbound queue for Garys C G 3233 InboundT est G C 3253 test2 C a Update Agent Queves Once the agent is set up they login the same way and wait for calls once an inbound call is connected that screen below will be displayed to the agent This screen always asks the agent to perform several tasks Search the existing database for the record of the customer Create a new record for the customer on the inbound call Add a new record Complete the call using the quick disposition buttons on this screen Once the agent has created or found the relevant record they can select it by clicking the go to record link attached to the relevant row 38 Inbound Page
23. have loaded determines how the customer information will be displayed down the left hand side Along the top are three navigation links Main script Call back Set outcomes Call Back Set Outcome Client Details Script Text Title Mr Hello Sir would you De interested in First Name Last Name Holland Address 2 AGAress 3 Address 4 Address 5 Postcode Home Number 02075798111 Mobi Nurmber Work Numbe Record id 145 Import number 1 Source file easycal data corre ted cecv Navigation Navigation links Call backs e asy n Ow Main Script Set Outcome Client Details Set Call Back Hang Up Tithe Mr Only enter a time if a specific arrangement has been made with the customer The dialer uses the prefered number first First Name Last Name Holland Address 1 Preferred Callback Number Home Phone 02075798111 Address 2 Mobile Phone Address 3 Work Phone Address 4 Address 5 Postcode Specific Caliback Time 2010 03 20 hhmm 10 45 Home Number 02075798111 Mobi Number Work Number Notes Record id 145 Import number 1 Source File e asycall data corre ted csv Navigation Set amp Go to Next Call End Call amp Not Available Log Out Name Phone and Address 13 The above screen is viewed when an agent selects the call back navigation link from the top right hand side of the script Here the agent has the option to set a call back a date and time can be entered for the call al
24. hem to select and outcome and then one of the end call options 14 Wrong Number button This button is a quick way to set the outcome to wrong number the button can be clicked and then select an end call option BLUE BUTTONS Client Details T ithe First Name Last Name Acdress 1 AGdress 2 a Acdress 3 Acdress 4 Address 9 Postcode Home Number Mobi Number Work Number Record id Import number Source File Navigation now Mr Holland 02075798111 146 1 easycall data_corre ted csv Answer Machine button The answer machine button seen below can selected as a quick clear way of setting the call to answer machine Simply selected the button followed by an end call option BLUE BUTTONS Main Script Call Back Cs umn CII Ga Set Wrong Number Hang Up The number 02075796111 will be removed from the dialing records NB It will remain in your database Set amp Go to Next Call End Call amp Not Available 15 Client Details Title First Name Last Name Address 1 AGdress 2 Address 3 Acdress 4 Address 5 Postcode Home Number Mobi Number Work Number Record id Import number Source File Navigation Mr Holland 02075798111 145 1 easycall data_corre ted csv E Main Script Call Back Set Answer Machine Set amp Go to Next Call End Call amp Not Available Log Out E Dead Line button The Dead line button seen below c
25. ives totals for calls talk time wrap time and sales The report can be run over several months by editing the variables across the top of the report then GENERATE Leg Out now Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Q Set ee Unc oe gt lt a Gam o Dere Tete Cate Toa fee Wet pmd Wrap nj Avg Tee fe Avg Wet fe Ang Wrap fe Tea M Ageete foes SPM 2308 642 oy oot bot gt s tn Oe I 300044 cor er em me 2e znz n In OA t to Totais en eer wn res mae na an oon an gt 2 D Coe To Wet Mee aG G Arg ete Seg a A etre ree TR Mer a S SPH Daily report This report breaks down the days calling by the hour it gives totals for calls talk time wrap time and sales The report can be run over several days by editing the variables across the top of the report The information can also be exported to excel using the EXPORT TO FILE button at the bottom of the report Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration p Time Virap Time Tote Tene DMC s D P H Completes C PH Sales SPH S v C DO 21 59 2 0026 2 49 2 49 090 00 17 2 0 00 00 10 06 0 00 00 00 01 10 5 00 11 1 6 0 1 5 0 1 504 100 0 TOTALS 6 o 0 00 oon 33 00091 00 23 634 00 35 3 50 3 50 1 16 I HourofOsy TotsiCsts OB Abandoned OB Abandoned TekTire Tak Tene V atTems Wi Amel WreoTims Wrap Tire TotsiTime OMCs OPH Compistes CPH
26. n out of Leads F No of Leads to alarm on Alarm when TPS Reached al Days before to alarm Alarm when Disable Reached 7 Days before to alarm AUTO EXPIRY i Auto Expire Date Contacts 0 is disabled Non Contacts 0 is disabled Dead Lines 0O is disabled F Once a dataset is Expired it cannot be re enabled Importing data tool This screen is accessed by clicking on the IMPORT DATA button from the dataset analysis screen It is used to import further data after the campaign has been created To perform any of the functions on the buttons below select the file by clicking in the box to the left and click the button required This screen will list out all the data file which have been uploaded to upload a new file Step 1 Click the BROWSER button from the bottom of the screen Step 2 Select the CSV file you wish to upload the file will then be added to the list at the top Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Easycalinow browser Main folder Search 27 04 2009 17 59 34 Suppesss numbers from CSV Sel To Name Size Date pire b Action Trash can 21 04 2009 11 13 39 easycall data csv 313 21 04 2009 11 14 12 VD easycall data csv log 121 21 04 2009 11 15 34 std_soles 21 04 2009 11 18 06 D std_sales_bydate 21 04 2009 11 19 28 i templates 21 04 2009 11 14 19 3 directories 2 files 0 Kb Move selected file s or folder s to selected folder Move Delete select
27. ong with the selection of a preferred contact number Once this information is complete the agent then needs to end the call by selecting one of the three end call option buttons in blue at the bottom of the script Notes A notes field is located on the call back screen within the bottom half as seen above It can be used for adding relevant notes about a customer End call Options The end call options are located on all the screens when setting an outcome for a call There are three blue buttons with the following functions one of which must be selected each time you complete a call Set amp Go to next call This will take the agent to the wait screen for another call End call amp Not available This will place the agent into wrap status and they will remain idol until they select either a reason code and logout or select to take a call Logout This will log the agent out Set Outcome The call outcomes selection can be accessed from two ways the navigation link in the top right hand corner of the script or the orange button in the bottom left corner Main Script Call Back Client Details Call Outcomes Tithe Mr DEP Select Value Last Name Holland odress Address Address 4 ACUESS 5 Postrod Home Mumbe 02075798111 Mobi Number Work Number Record id 146 import numbcr 1 Source File easycall Gata_corre ted csv Navigation eae tmo Fhope 3 VOCTeSsS Both will take the agent to the same screen allowing t
28. or email address you provided You can click on the PDF icon to view the PDF in a new window Click the Top Up Now button and use your debit or credit card to make a deposit onto our system using our secure payment page Once your payment has deen confirmed you can Start dialling gt Creating database OK Adding campaign entry OK J Adding campaign settings OK 1 Adding held settings OK Adding inbound Queue entry OK Adding Outbound Queue entry OK Adding acministrator user OK gt Campaign Top UP Adding credit to the campaign can be done by clicking on the top up now button located on the bottom of step 10 this will transfer you to our secure payment page Step 10 Build results Build successful Please quote the reference number 559 in any correspondence with us When dialing on your campaign the number displayed to your caller is 06450293448 a Sam An email containing your POF The page at http rrvew easycallnow net says YOu can click on the PDF icon to vi d use your dedit or credit card to ma You will now redirected to our secure payment gt Once your payment has been conting P Py pege nca Cr Adding Campaign entry OK J Adding campaign settings OK Adding field settings OK Adding Inbound Queue entry OK Adding Outbound Queue entry OK Adding administrator user OK X When topping up you first need to enter the amount you would like to credit the campaign with your cur
29. pload waves the system defaults will be used Introduction wave Browse Good bye wave Browse 34 Queue dial mode The queue dial mode can be change via this screen Progressive dialling will dial one customer line for every agent waiting a connection Predictive dialling will calculate how many numbers to dial to minimise time of agents waiting for a connection Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Select Your Campaign Dialing Mode Predictive Dialing Progressive Dialing Update Agent status screen This screen shown the live state of the agent for example wrap or wait individual agent statistics can be viewed by clicking the agent name Log Out n OW Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Agent Stats Outbound Activity Inbound Queves Quewe Duration him s CalleriD DOI Action hold 1 Queue Disling Queue Dialing Queue Dialing Totak 1 Queue OSurationfim s CakrD ODI Action Agents onne 1 CLICA ON AGENT NAME TO ACCESS OTHER CONTROLS Agent Statue Queue Agent Statue Queue Agent Statue Queue hayden HOLO Agen Situs Queve Agent Status Queve Agent Matus Queve B 6107004 woo M Extended vrat Wakng Manus Cst 35 Inbound configuration Enable Inbound Queuing Enable Inbound Dialing No queues to display Queue Id Queue name Type Inbound Number Add a new Inbound Queue Description Optional inbound sc
30. rent balance is displayed here for your reference easy Your Balance is 0 00 Enter amount to top up 10009 Secure payment page Once you have decided on an amount you will be required to enter you card details and card holder information Credit can also be added to a campaign at a later date via the campaign using the administrator tools provided a link to the secure payment site is located in the top right hand corner of all the administration screens Socuro roliablo intomot paymonte from Easycall Now VISA Verified by MasterCard LUECTRON VISA SecureCode VISA ES amp Payment Information Total Payment Value 10 00 1 Card Details 2 Cardholder Information Card Type Select we Full Name CadNumoor fo Addressing t 7 Expiry Date mm y 7 pomressune2 PO vaiarom mm y v gues woressunes oo Issue Number T UK Maestro Solo ony Town City SS Card Security Code Wats his County Post zipCode gt sttectus County United Kingdom Telepnonenumoer i EmailAddresss 0 10 System Login Once the account is credited you are diverted back to the easycallnow home page were you can login to your campaign this is done by entering you campaign name username and password into the boxes provided at the top left hand side of the homepage simply click the Login icon to the right of the information boxes to get started now Campaign Name Add to Favourites Usern
31. replacing a leading 44 with zero For Administrators Records have been written to the database EN_Final in table tmp_master Phone Prefix Number of Records Step 8 Completed this page is a results page which will display the number of records imported Log Out now Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Easycall CSV Importer Records have been Added in master table with datasetid of 3 is 409 Retum to Dataset Report 28 Exporting data tool Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration Export Tool 1 Choosing Export 2 Entenng parameters 3 Running the Export 4 Viewing the Results Generic Exports Email address suppori dn easycainet Sales exported by dataset import file RefSALES DATASET Sales exported by date range Ref SALES DATERANGE Step 1 Completed records exported by dataset import file Re COMPLETES DATASET Completed records exported by date range Ref COMPLETES DATERANGE Incomplete records exported for TPS which can then be reloaded Ref INCOMPLETE TPS Outcomes exported by dataset importile Contains summary information on the end Ref OUTCOMES DATASET Outcomes exported by date range Contains outcome summary information on the end Ref OUTCOMES DATERANGE All master table information exported by dataset import file Does not include calls just one ine per phone number Re
32. ript text below Currently uploaded file Choose a file for a welcome message Please be patient as this form may take a while to process Add Queue You can add an inbound queue by giving the inbound queue a description and script if desired also a welcome message which will be played to the customer prior to connecting to the agent then clicking the add queue button Once the queue is created you can edit the queue description and message played at any time by selecting the edit link next to the queue 36 Agent Stat Reports Cam Enable Inbound Dialin Queue Id Queue nome Type Inbound Number 3233 InboundTest inbound 08452860163 Edit 3253 test2 inbound 08452860167 Edit 3257 tes inbound 08452860171 Edit 3258 testagain inbound 08452860172 Edit 3263 test WAV inbound 08452860173 Edit Editing Queue 3253 of campaign garys Description test2 Optional inbound script text below Currently uploaded file garys_VF_1 wav Choose a file for a welcome message Browse Please be patient as this form may take a while Update Queue This screen in edit mode will display the file name which is currently uploaded also editing the script displayed to the agent Once the queue is created it is important to assign the agent to the relevant queues you can do this by clicking the assign queue tab associated with the agent name 37 Log Out ampaign Balance 992 92 TopUp Back to Login Agent Status Reports Campai
33. sicode E Home Number Mobi Number Work Number Record id import number Source File Navigation After the transfer is complete the agent then need to set an outcome for the call Administrator Tools Reports Log Out n OW Campaign Balance 3 34 TopUp Agent Status Reports Campaign Configuration t Agents Calls am Monthly Report Agent call statistics Calls and call recordings Monthly summary Outcomes Report Analysis by outcome Pa a Daily Report 28 Daily analysis by hour of day i gt Campaigns Report QO Summarised campaign data Call Handling Report Dataset Analysis Call Backs May take some time to load Provides information on when your records will dial again 19 Each of the reports has a selection of variables along the top that allow the administrator to select the date time range for the report to be run Some of the reports also have the option to select a particular agent or outcome code to make the report more unique Once the variables have been decided the GERERATE button needs to be clicked for the report to process Log Out Campaign Balance 3 34 TopUp Agent Status Reports Campaign Configuration GENERATE 1843 Test w Queue All Queves w Start Time 2010 09 21 00 00 00 Stop Time 2010 09 21 23 59 59 OPTIONAL FIELDS v Agent report The agent report shows a list of statistics for each individual Their agent ID the time they logged in took their first call
34. t 4255 http ecnow cbo easycall net spu popup trensfer php Dial Thid Party Outbound queue for Garys AGdress 2 Address 3 Acdress 4 Address 5 Posicode Home Number 020 Mobi Number Work Number Record id 146 Import number Source File Navigation WIrnAmag wo PULL eS Whilst the system is dialling the third party this is the screen the agent will view n OW CallBack SetOutcome Name gary oe Answer Machine Hang Up Client Details Script Text Title Mr Hello Sir would you be interested in First Name Last Name Easycall Wait Screen GARY PASSWORD 4285 tpt Google Chrome AGdress 1 http ecnow d easycall_net apy popup transfer php Address 2 Address 3 Hangup Third Party Address 5 Posicode Home Mumbe Mobi Number Work Number Record id Import number Source File Navigation Once the third party is connected the agent has the option to transfer the customer to third party or hang up third party call and resume call with customer 18 e asy n OW CallBack Set Outcome Client Details Script Text Title Mr Hello Sir would you be interested in First Name Last Name Easycall Wait Screen GARY PASSWORD 4285 call Google Chrome Address 1 htter ecnowdes easycallnet epv popup renstes php i E Address 2 Address 3 _Hangup Third Party Transfer Call Outbound queue for Garys Address 4 ee SS ee Acdress 5 Po
35. top Time 20090427 22029 99 Gelet Agert v Cali Outcome Total T Houra Houra gt Avg talk 4 wrap Avg talk No Sale 2 02 408 419 143 Sale 1 02 30 6 651 5 606 9 COMPLETES SUO TOTAL 3 0 9 oo 0 Answer Machine Agent 2 02 20 7 2740 224 Owler No Anawer 3 00 oo 0 0 WON COMPLETES SUBTOTAL 6 00 00 0 00 9 06 10000 Csil Outcome Tots Total Nours Mours Avg t k wrap Avg tok 23 Call handling report This report is broken down by calling statistics such as abandons lt 20sec and gt 20secs dials and duration Log Out Campaign Balance 998 96 TopUp Agent Status Reports Campaign Configuration gt Stop Teme 20090427 23 59 58 Selec Agent Abendon Teme 20560 AnswerTme 20 So Campaign Queue Calis Offered Abandoned lt 20 secs gt 20 secs Avg Time Abandon Mandied lt 20 secs gt 20 secs Avg Que Time Avg Call Time Tota Caii Time Otatc Duration Final Outbound queue for Fina 21 1 100 0 00 0 0 42 20 1000 oox 00 704 04 0 0 0 TOTALS 21 1 20 oa hro 0 00 hre Campoonn Queue Colb Offered Abandoned 205cc 20s0ece Avo Time Ab ndon Handed 20 seco 20sc0os Avg QueTme Avg CelTme Total Call Tine Deb uration Abandoned Handled By Agents Manual Dials Transfers Dataset analysis report The Dataset report gives a list of all data that has been loaded for your campaign It gives the data set id for each set of data and stats such as leads available now and contacts At the bottom left of the page an overview o
36. ur company details Required fields are marked Company name Address 1 Address 2 City County Postcode Zipcode Telephone Email Email confirm Step 2 Administrator setup Capturing the administrators setup details the administrator can access all reports and add and amend users this step is also used to create the campaign name The campaign name must use only letters numbers and underscores no spaces For example Easycallnow_campaign Step 2 Administrator setup Picase compric ai hieis to sup your acminisrator acc mi You wiluse your adminttratot 4 f 4 wie 7 r y F Scouril lo access r ooris and lo mare arendmeiis Agminiserator name Username Password Password verh Piease enter a name for your campagn Use only letters nurmbers and underscores No spaces Eg Campaign 129 Lamnpaan Name e Co Ca Done Step 3 Campaign template chooser Use this step to select a template for the campaign this option will create some default setting Step 3 Campaign template chooser Piease select a temniate from Te ist Delow The temolate you choose wi provide some detaun settings for your agent screens Produrt St eS 3 Debt Coliecton Markelno Enqures Charty Fund Raisin Step 4 Data upload Your first calling data is to be uploaded on this screen the file should be in a CSV format and contain column headers Step 4 Data upload 1S now Ome 1 uptoed your campan Cala Mis must be 8 Cov Sle Your Tl
37. w The easycallnow home page can be found at www easycallnow net This page is the core of the easycallnow system you can build your campaign from this page by clicking on the Set up now link also login to dial and administer campaigns Tel 0845 286 1234 Easycall Now Login AboutUs ContactUs F ea Syca LL Services Why Us Reseller Easycall Total easycall now DXI Easycall Home gt Products gt Easycall Now Easycall Now Costs 10 Steps Management Tools Set Up Now easycallnow Pay As You Go Predictive Progressive Dialling Easycall API Easycall Cardpay Easycall Tradepay Live Call Reporting Access From Anywhere contact us Creating a campaign Using the campaign wizard Selecting the Sep up now hyperlink of the easycallnow home page displays the terms and conditions of use once you have read and agreed to them you can continue to building your campaign details You agree to give us correct information We reserve the right to contact you to ask a for feedback from time to time either by telephone or email Call recordings We will store all call recordings for a period of six months from their creation date You will need to download your call recordings if you want to save them locally or want to keep them for longer This is done within the administrator functions Charges All charges as published on our website are subject to UK VAT at the current rate Charges are subject to change at any
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