10 - user guide - quickcall manager.pdf

QUICK CALL MANAGER USER MANUAL

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User Guide – QuickCall Manager

Table of Contents1. Overview............................................................................................................................................42. Starting QuickCall Manager..............................................................................................................5

2.1. Login to QuickCall Manager .....................................................................................................52.2. Main Screen ...............................................................................................................................5

3. Global.................................................................................................................................................73.1. Agent Master .............................................................................................................................7

3.1.1. Creating new Agent ...........................................................................................................83.2. Phone Master .............................................................................................................................9

3.2.1. Creating new Call List through Phone Master..................................................................113.3. System Parameters ..................................................................................................................12

3.3.1. General .............................................................................................................................123.3.1.1. Local GMT Time Difference....................................................................................123.3.1.2. Define Digits to be Patched ...................................................................................13

3.3.1.2.1. For Creating New Digit to be patched..............................................................133.3.1.3. Define Time Zones ...................................................................................................14

3.3.1.3.1. For Creating New Time Zone............................................................................143.3.1.4. Time Dependent Retry..............................................................................................15

3.3.1.4.1. For Creating New Time Dependent Retries......................................................163.3.1.5. Define Remark used by Agents................................................................................17

3.3.1.5.1. For Creating New Remarks used by agents......................................................173.3.1.6. Define Call Status (Dispositions)..............................................................................18

3.3.1.6.1. For Creating New Call Status............................................................................193.3.1.7. QuickAgent Login Info.............................................................................................203.3.1.8. Backup data...............................................................................................................20

3.3.2. Dialer ...............................................................................................................................213.3.2.1. Line Drop ...............................................................................................................213.3.2.2. Call Hold ..................................................................................................................213.3.2.3. Dialer Type ...............................................................................................................223.3.2.4. Answering Machine Detection .................................................................................223.3.2.5. Fax Machine Detection.............................................................................................22

3.3.3. Call List ...........................................................................................................................223.3.4. Call Distribution...............................................................................................................233.3.5. Exchange...........................................................................................................................24

3.4. Do Not Call List Master ..........................................................................................................243.5. Backup Phone Master...............................................................................................................24

4. Campaign.........................................................................................................................................254.1. Campaign Master.....................................................................................................................25

4.1.1. Weekly schedule...............................................................................................................254.1.2. System Parameters............................................................................................................25

4.2. Campaign's Call List................................................................................................................254.3. Campaign's Do Not Call List....................................................................................................264.4. Campaign’s Allowable Limits..................................................................................................264.5. Campaign’s System Parameters...............................................................................................26

4.5.1. GENERAL........................................................................................................................274.5.1.1. Define Digits to be Patched......................................................................................274.5.1.2. Define Time Zone.....................................................................................................27

© Cube Software Private Limited 2012 2


4.5.1.3. Weekly Schedule.......................................................................................................284.5.1.4. Time Dependent Retry..............................................................................................294.5.1.5. Define Call Status (Dispositions)..............................................................................294.5.1.6. Define Remarks used by the Agents.........................................................................304.5.1.7. Related Agents..........................................................................................................314.5.1.8. Phone Extra Field's Alias..........................................................................................324.5.1.9. Reschedule Calls.......................................................................................................334.5.1.10. Lead Management...................................................................................................34

4.5.2. Dialer................................................................................................................................354.5.2.1. Line Drop..................................................................................................................364.5.2.2. Call Hold...................................................................................................................364.5.2.3. Dialer Type................................................................................................................364.5.2.4. Answering Machine Detection..................................................................................364.5.2.5. Fax Machine Detection.............................................................................................37

4.5.3. Call List ...........................................................................................................................374.5.4. Call Distribution...............................................................................................................384.5.5. Exchange...........................................................................................................................38

4.6. Break Details............................................................................................................................394.7. Hold File For IVRS..................................................................................................................404.8. Prediction Parameters...............................................................................................................414.9. Backup Call list........................................................................................................................42

5. STATUS .................................................................445.1. Port Status ................................................................................................................................445.2. Agent Status..............................................................................................................................445.3. Campaign Status.......................................................................................................................45

6. MIS...................................................................................................................................................466.1. Dialer Report............................................................................................................................47

6.1.1. Detailed Report.................................................................................................................476.1.2. Productivity Report...........................................................................................................48

6.2. Agent Report.............................................................................................................................506.3. Campaigns Report....................................................................................................................516.4. Sales Report..............................................................................................................................526.5. Reports Title.............................................................................................................................526.6. Sample Reports ........................................................................................................................53

7. Windows ..........................................................................................................................................598. Others...............................................................................................................................................60

8.1. Re - Login.................................................................................................................................608.2. Change Password.....................................................................................................................618.3. Exit...........................................................................................................................................61

9. How To – FAQs................................................................................................................................62



1. Overview

QuickCall Manager is the tool provided to the Dialer Managers & Floor Supervisors to facilitate the following tasks -

Create the data – Campaigns, Agents, Dialing Data, Assign user rights.

Modify the data - Campaigns, Agents, Dialing Data, Assign user rights.

Upload the data within existing campaigns

Setting the Campaigns specific parameters

Control the IVRS flow

Control the Data execution – Lead management, Lead scheduling, Mode of Dialing, Dialer pacing.

Real Time Dialer Monitoring – Monitor different aspects - Agent status, port status, campaign status.

Real Time Reporting – Agent reports, Dialer Reports, campaign reports for in depth Analysis.

This Provides the Interface between the Dialer Managers and the QuickCall Database associated with the QuickCall Dialer, with the QuickCall Server and other components. This felicitate the QuickCall functionality as per requirements of the Customer to fulfill their Dialing requirements based on the processes they have. It controls the output of the QuickCall dialer by specifying the different parameters which are used by the Application.



2. Starting QuickCall Manager

2.1. Login to QuickCall Manager

Enter User Name provided by administrator.Enter Password provided by administrator.Press Accept button to enter the system.Press Exit button to ignore Login.

2.2. Main Screen

After Login the Following Window will be shown on your Desktop -


User Guide – QuickCall ManagerThe Main Screen Displays the Different Tabs used by Different Users for their Specific requirements.

Admin - All Tabs shall be visible to Admin user. Supervisor – All Tabs shall be visible to the Supervisor except Global. All Permissions to supervisors are campaign specific and they can do work related to their respective campaigns for which they have been assigned as Supervisor. Agent - Only reports can be visible to users.

1. Global – Defines the Global Parameters in the application.

2. Campaign – Defines the Campaign Specific Parameters in the application.

3. Status – Shows the status of the campaigns, agents, calling ports etc.

4. Graph – Shows the graphical view.

5. MIS – This is the section for taking out Reports from the application.

6. Window – This shows the different windows in one view by arranging them in desired order.

7. Others – Gives option to Re- Login, exit the application and change password.



3. Global

The Global Section defines the Global Parameters in the application -

Agent Master – Creates New Users (Agents) with password and define the permissions for them. Phone Master – Creates new records to be Dialed through this from external source for all campaigns. System parameters – Defines Global Parameters for the application which can be utilized as per Client

requirements. DNC List Master – Creates and Defines the different DNC lists for specific campaigns. Backup Phone Master – It stores the deleted data from Phone master (if required) before deleting it permanently

for some time.

3.1. Agent Master Agent master provide following options :-

New Agent : This option allows creating new agent. By using this option we can enter details concerning agents like Agent Type (Agent / Administrator), Agent ID, Password, Agent Name, Address and other information of agents.



Edit : Using this option we can modify or alter details of existing agents. Delete : We can remove existing agents if they are not requisite by Current process. Print : Using this option we can take print out of existing agents. Close : For closing Agent master window.

3.1.1. Creating new Agent

Procedural Steps for Creating new agents are as under-

1. Open QuickCall Manager.2. Select Global => Agent Master3. Click on new agent.4. Fill up mandatory details concerning agent like Agent Type (Agent / Administrator), Agent ID, Password, Agent

Name. Other details are optional.5. Click on Save.



After Saving the Agent details will be shown in Agent master Window.

3.2. Phone Master

Phone Master -

Creates new records to be Dialed through this from external source for all campaigns Provide different Parameters for filtering phone list. By using these parameters administrator can instruct Dialer to dial specific numbers. For instance , if administrator

want to contact numbers from particular city i.e. Newyork

Following Options are available - New : This option allows creating new Call List through Phone Master from an External Source or file. Edit : Using this option we can modify or alter details of existing Records. Delete : We can remove existing Records if they are not requisite by Current process. Close : For closing Phone Master window.



Click on show in this, the following window will open.



3.2.1. Creating new Call List through Phone Master

Procedural Steps for Creating new agents are as under-

Open QuickCall Manager. Select Global => Phone Master Click on Cancel. In New window Click on New.

In New Window - Click on Get from External Source

Following window will Open.

Click on Test DSN.

Click On Apply SQL. This will show you the number of Records in the List.



Click on Save.

After Saving the List details will be shown in Phone master Window by Clicking Show All.

3.3. System Parameters

System Parameters Defines Global Parameters for the QuickCall Dialer application which can be utilized as per Client requirements. These Dialer Functions can be customized from here as per requirements. There are five different Menus to customize as under -

General

Dialer

Call List

Call Distribution

Exchange

3.3.1. General

The General Has Eight options these are used for international call center especially for USA :


User Guide – QuickCall Manager3.3.1.1. Local GMT Time Difference

This option used for specify the time difference between GMT time and PC time.

3.3.1.2. Define Digits to be Patched

We use this option for define conditions on a phone number. Dialer uses this conditions as suffix or prefix for dialing numbers. For instance suffix-1 & Prefix- # used for calling in USA. Suffix - 44 & Prefix - # used for UK. It also allows Editing, Delete & Print existing conditions.

3.3.1.2.1. For Creating New Digit to be patched

Click on New Condition in above Window. This will open the new window.



Select the Condition from the drop down. Like = or > as per requirement. Fill the Condition Value. Define prefix, if required. Define Suffix, if required.

Click on Save. The new condition for digit to be patched will be displayed in Digits to be patched window.

3.3.1.3. Define Time Zones

This parameter used for giving conditions for time zone. For example we can take USA, which follow different time zones like PST, MST, CST, EST. By using this option we can define area code or state or remark, starting time and ending time. Dialer use these conditions for calling numbers according to different Time Zones. We can also edit, delete and print previous conditions.



3.3.1.3.1. For Creating New Time Zone

Click on New Time Zone in above Window. This will open the new window.



Select the Condition from the drop down. Like Area Code, State or Remarks as per requirement. Fill the Value against the selected Condition. Fill the Time Difference w.r.t. GMT for the local Server time. Define start time according to the Time Zone. Define End time according to the Time Zone.

Click on Save. The new condition for Time Zone will be displayed in Define Time Zone window.

3.3.1.4. Time Dependent Retry

Using this option we can define status of call like Call status, Start at, End at, Retry after (in Minutes) and Max retries. . Dialer use this status for retry calls & decide how many times number should be dialed.



3.3.1.4.1. For Creating New Time Dependent Retries

Click on New retry in above Window. This will open the new window.

In the new window - Select the Call Status from the drop down in the right. Double Click to add the call status Code at the top in the Call Status. Define start time according to the requirement. Define End time according to the requirement. Fill the Value against the retry time, Time in minutes after which you want to retry the number disposed as the

selected call status.



Fill the value for Max. Retries, count till which you want the number to be called again.

Click on Save. The new retry will be displayed in Define Time Dependent retry window.

3.3.1.5. Define Remark used by Agents

We use this option for define general remarks. These remarks can be used by agents during calling. Predefined remarks also can be edited, deleted & printed by using this option.



3.3.1.5.1. For Creating New Remarks used by agents

Click on New Remark in above Window. This will open the new window.



In the new window - Define The Description of the Remarks according to the requirement.

Click on Save.The new Remark will be displayed in Define Remarks used by Agents window.

3.3.1.6. Define Call Status (Dispositions)

This option used for define call status with regards to the call outcome. We can also define new status or customize it according to client requirements.

With dispositions we use four options (Need to be defined for every call status ) -

Contact – Any disposition where we have the contact (call is connected to the person).

Sale – Any disposition which shall be treated as Sale as per process (Collection is Sale for a Collections Process).

Burnt - Any Disposition After which the calls shall not be made to that particular number (Finished, no need to dial).

follow up – Any Disposition Which requires Followup like Call backs etc.

Status about these options shown in window given below. All default system disposition marked in Bold. Please Do not Delete them.

We can also Edit, Delete & Print The Defined Call Status by using this option.



3.3.1.6.1. For Creating New Call Status

Click on New Status in above Window. This will open the new window.

In the new window - Define The Description of the Status according to the requirement.. Mark the Check Boxes against the Contact, Sale, Burnt & Follow Up as per required properties of the Call Status.

Click on Save.© Cube Software Private Limited 2012 21

User Guide – QuickCall ManagerThe new Call Status will be displayed in Define Call Status window.

3.3.1.7. QuickAgent Login Info

This Option displays the Detailed Information of the QuickAgent Ports which can be directly mapped to any particular Campaign, Agent or Extension. The same can be Edited if required later On from This Option.

3.3.1.8. Backup data

This Option Enables the data to be backed up in Backup Phone Master while deleting the same from the Phone Master. For Enabling this Mark the check Box against Backup Data and Click Apply Changes button at the Bottom.



3.3.2. Dialer

This option is used for controlling the Various dialer functions as per the requirements of the clients like -

Maximum or minimum retries to be made on any particular number

When agents should be forcefully logged out from a event module

How much time between the Retries for any number.

Fax should be sent to client or not.

Leaving Pre - Recorded message or not when answering Machine is detected by QuickCall Dialer from a pre - defined location by browsing the same.

Define the Maximum Time for the call to be Hold.

Mode of Dialing Like IVRS, Manual, Preview Mode.

Moving the number in DNC list if Fax Found.



Any Changes shall only be in force when we press Apply Changes button.

3.3.2.1. Line Drop

Minimum line drop for a phone : We use this option to enter how many times the dialer should dial the no. if the line gets dropped.

Move in DNCL if LD length for a phone equals (in seconds): It is used for enter the time in seconds after which the dropped line will move to Do not call list.

3.3.2.2. Call Hold

The administrator can mention for how long the client should be kept on hold.

3.3.2.3. Dialer Type

The Mode of the Dialing can be defined by the Administrator here -

IVRS: Interactive Voice Response System. Manual : The agent can dial manually. Preview: The Agent will Dial in Preview mode by accepting the call sent to him.

3.3.2.4. Answering Machine Detection

When the Dialer detect any Answering Machine then it can be configured to - Leave message on AM: If the client is not available the dialer can leave the message on the answering machine by

playing a Pre - Recorded message. Move in DNCL: The number can be move to the Do not call list if desired.


User Guide – QuickCall Manager3.3.2.5. Fax Machine Detection

When the Dialer detect any FAX Machine then it can be configured to - Send Fax: If the fax machine is detected, the dialer should send fax. Move in DNCL: The number can be move to the Do not call list if desired.

3.3.3. Call List

This Option Gives the Administrators the Following Controls over the Calling data -

It will delete the phone number Automatically from the list on the basis of days the administrator has mentioned.

This also reminds the administrator by giving a warning to him to add new data, when only few old data is pending to be dialed.

It provide two options:

Delete Call Data older than (in days):If the administrator has entered 30 days than the dialer will delete the numbers older than 30 days automatically.Call list warning :

Warn if call list size is less than: This will warn the administrator to add new calls when few calls are still pending. Again warn by Subtracting: When the dialer has made few more calls from the old list, it will again warn the

administrator to add new calls.

3.3.4. Call Distribution

This option used for assign the call to agent Automatically. It can assume to which agent the call should be transferred, to the agent who is idle from a longer time or whether every agent should receive equal calls or it should be in round robin basis.© Cube Software Private Limited 2012 25


Call Transfer can be done to Agent in following manner :

Longest Idle: Transfer the calls to the agent who is idle for the longest time Equal Calls: Transfer the calls equally to all the agents. Fixed in Ascending: Transfer the calls to the agent according to their ids in ascending order. Fixed in Descending: Transfer the calls to the agent according to their ids in descending order. Robin Rotation: Initially transfer the call by selecting the agent randomly and then rotate the calls by selecting the

agent sequentially..



3.3.5. Exchange

This option used for configure which type of exchange is being used by dialer.

3.4. Do Not Call List Master

This is list of numbers which is restricted to call. User can put the list of Numbers for DNS which number is not supposed to be dialed. These numbers should not be dialed while dialing general numbers.

3.5. Backup Phone Master

This backup utility we use for safety purpose.



4. Campaign

4.1. Campaign Master

This allows the administrator to create a new campaign and specify the following for the campaign -

starting date and ending date of the campaign.

Mode of the campaign – Inbound, Outbound or IVRS shall be defined here.

Name of the Campaign and Campaign ID.

Script Path if needed is specified here.

Note: After expiry of end date agent will not be able to see the Particular campaign in there Login window.

4.1.1. Weekly schedule

It will allow the administrator to schedule the new campaign for any particular day e.g. on Monday at what time the campaign should start and when should it end . Also the number of Ports to be used by the campaign are to be defined here. Similarly the schedule can be defined for all the other days.

4.1.2. System ParametersThis system parameter configuration used for campaign. These are the parameters defined for the Particular campaign and these are defined in the similar manner as the System Parameters of Global.

The Parameters defined here can be added from the Global Parameters by selecting from the drop down or New parameters can be defined for that particular campaign as per requirement.

Note: Any changes done here will not be reflected in Global System Parameters.

4.2. Campaign's Call List

This option allows the administrator to add new data in the call list for any particular campaign so that it is available to the agent mapped in that campaign to make new calls. The administrator can also filter the data on the basis of some criteria to view, edit or delete the existing data.



4.3. Campaign's Do Not Call ListThis option allows the administrator to add data in the call list under any particular campaign so that they are not available to the dialer to make calls. The administrator can also filter the data on the basis of some criteria to view, edit or delete the existing data.

The different Lists can be used for different campaigns and mapped accordingly. Any Data uQuickCallated as DNC by agents will be added to the particular List attached to the campaigns.

4.4. Campaign’s Allowable Limits

This options used for controlling agent Talk time like ring time, hold time, talk time, wrap time.

4.5. Campaign’s System ParametersThe administrator can specify the system parameters for a particular campaign. If user did not change any entry default from Global system parameter will be applied.



4.5.1. GENERAL

4.5.1.1. Define Digits to be Patched

Administrator can add/provide a condition for any particular campaign for any phone number to be dialed from that Campaign. Depending on these conditions the dialer will add the suffix and prefix to the number before Dialing and then Dial the number accordingly. The administrator can also edit the previous conditions and even delete them.

The Conditions attached with the Campaign are shown on the right side in the following screen.

We can Select any Condition Value Defined in the Global Parameter and then attach the same to the Campaign by clicking Add button or create a new Condition by clicking New condition for that particular Campaign.

4.5.1.2. Define Time Zone

Depending on the area code, state or remarks on starting time and ending time given by the administrator, the dialer will start making calls to the agents of a particular campaign. The administrator can also edit the any previous Time Zone added and even delete them.

The Time Zones attached with the Campaign are shown on the right side in the following screen.


User Guide – QuickCall ManagerWe can Select any Time Zone Defined in the Global Parameter and then attach the same to the Campaign by clicking Add button or create a new Time Zone by clicking New Time Zone for that particular Campaign.

4.5.1.3. Weekly Schedule

This option allows the administrator to set the start time and end time for the Campaign, so that the Dialer follows the start and end time on a particular day. Administrator can also specify the ports for the campaign.



4.5.1.4. Time Dependent Retry

Here the administrator can make setting for the call status. Depending on the settings the dialer will retry again for the calls and on the basis of this, the dialer will determine how many times the dialer should try on the phone no. Which has this call status.

The retries attached with the Campaign are shown on the right side in the following screen.We can Select any Retry Defined in the Global Parameter and then attach the same to the Campaign by clicking Add button or create a new retry by clicking New retry for that particular Campaign.

4.5.1.5. Define Call Status (Dispositions)

This option used for attach existing Call status with particular campaign. With dispositions we use four options i.e. Contact, Sale, Burnt(no need to dial) and follow up. .



4.5.1.6. Define Remarks used by the Agents

Administrator can define some of the general remarks. This will help the agent to select the remarks from the combo box in the client module interface of a particular campaign.



4.5.1.7. Related Agents

Here the administrator can add an agent to a particular campaign and can also assign him some right by making him the supervisor or by allowing him to edit call status.



4.5.1.8. Phone Extra Field's Alias

This allows the administrator to customize a new field and give a new name to the field on the client module.



DIAGRAM: 46DIAGRAM: 46

4.5.1.9. Reschedule Calls

This option allows the administrator to reschedule the calls again to the agent, for a particular call status (If supervisor desires so)



4.5.1.10. Lead Management

This option allows the administrator to add new data in the call list under any particular campaign so that it is available to the agent to make new calls.



DIAGRAM: 48DIAGRAM: 48

4.5.2. DialerThis option used for controlling dialer functions, like Maximum or minimum retry made on a particular no., when agents should be forcefully logout from a event module, how many retries should be done. Fax should be sent to client or not, message to



4.5.2.1. Line Drop

Minimum line drop for a phone : We use this option to enter how many times the dialer should dial the no. if the line gets dropped.

Move in DNCL if LD length for a phone equals (in seconds): It is used for enter the time in seconds after which the dropped line will move to Do not call list.

4.5.2.2. Call Hold

The administrator can mention for how long the client should be kept on hold.

4.5.2.3. Dialer Type

IVRS: Interactive Voice Response System.

Manual : The agent can dial manually.

4.5.2.4. Answering Machine Detection

Leave message on AM: If the client is not available the dialer should leave the message on the answering machine.

Move in DNCL: The no. Should move to the Do not call list.



4.5.2.5. Fax Machine Detection

Send Fax: If the fax machine is detected, the dialer should send fax.

Move in DNCL: The no. Should move to the Do not call list.

4.5.3. Call List This will delete the phone no. Automatically from the list on the basis of days the administrator has mentioned. This also reminds the administrator by giving a warning to him to add new data, when only few old data is pending to be dialed. It provide two options:

Delete Call Data older than (in days):If the administrator has entered 111 days than the dialer will delete the nos. older than 111 days automatically.

Call list warning :

Warn if call list size is less than: This will warn the administrator to add new calls when few calls are still pending.

Again warn by Subtracting: When the dialer has made few more calls from the old list, it will again warn the administrator to add new calls.



4.5.4. Call DistributionThis option used for assign the call to agent. It can assume to which agent the call should be transferred, to the agent who is idle from a long time or whether every agent should receive equal calls or it should be in round robin basis.

Call Transfer can be made in following manner :

Longest Idle: Transfer the calls to the agent who is idle for the longest time

Equal Calls: Transfer the calls equally to all the agents.

Fixed in Ascending: Transfer the calls to the agent according to their ids in ascending order.

Fixed in Descending: Transfer the calls to the agent according to their ids in descending order.

Robin Rotation: Initially transfer the call by selecting the agent randomly and then rotate the calls by selecting the agent sequentially..

4.5.5. ExchangeThis option used for configure which type of exchange is being used by dialer.



DIAGRAM:52DIAGRAM:52

4.6. Break Details

By using this option administrator can add/delete/modify which type of break will be available to the agent under which campaign. He can also edit the duration of break.




4.7. Hold File For IVRSThrough this the administrator can allocate which sound file to be played while the client is on hold.(Campaign wise as well).




4.8. Prediction ParametersDialer has two working mode :

Adaptive : Adaptive type will analyze itself for how long the dialer should dial the client phone.

Predictive : In predictive mode it works on customize setting.




4.9. Backup Call list This option used for taking backup of call list associated with the Campaign.



5. STATUS

STATUS menu will display the status of the Dialer, Agent and Campaign etc based on a particular campaign. The administrator can select the campaign and click on the refresh button and then click on start button to display the status. Supervisor also can see the setting for last min status as well by putting the Interval times

5.1. Port Status This option used for monitoring current status of port. It show total no. or port, On Call, On hold, On talk etc.

5.2. Agent StatusAgent status shows details about agent, like Agent Id, Campaign Id, Agent name, Extension, Duration etc.



5.3. Campaign StatusThis option is combination of all trio i.e. port status, agent status and campaign status. User can see overall status of the campaign. Like how many calls are left for dialing. Over all leads. Answering machine detected by system etc.



6. MIS

MIS Provides an interface to the Managers to take the Reports from the Dialer. It helps them to understand the performance of the Dialers, Agents, Data uploaded in Dialer to Dial and comprehensive analysis of the campaigns created in the Dialer Application.

MIS Gives the Management a tool which enables and helps them in decision making with regards to the future plans for the processes they run, decide the number of agents to be allocated for any particular campaign and ways to improve the performance of each and every such component.

The Main Window shows you the Type of reports available -

Dialer Report

Agent Report

Campaign Report

Sales Report.

Report Titles



6.1. Dialer ReportThese reports provided for the detailed analysis of the Dialer performance for all the incoming, Outgoing and IVRS calls.

The IVRS calls will only be analyzed through these reports. All calls Dialed or received in the Dialer whether connected or not will be available here.

Different Kind of Dialer reports are as under -

1. Detailed Reports

2. Productivity Reports



6.1.1. Detailed Report

These will further be searched and availed on following parameters - For ALL Calls, answered calls only and abandoned calls only basis. For All Campaigns or Individual Campaigns. Selected ports, Date Range or Individual Date with desired Time range. Shift wise. Sorting of the reports can be done – Port wise, Status wise or Date wise.

6.1.2. Productivity Report

These will further be searched and availed on following parameters - For 5 minutes, 10 minutes, 15 minutes, half hours, Hourly and Daily basis. Directly in Excel Format. For All Campaigns or Individual Campaigns.



For Inbound, Outbound or IVRS Calls. Consolidated for All Types of Calls. Consolidated reports can further be availed on Agent wise or Port wise basis. Selected ports Date Range or Individual Date with desired Time range. Shift wise. We can Merge Dates as well for One Consolidated report instead of Individual Date Wise report.



6.2. Agent ReportThese reports provided for the detailed analysis of the Agent performance.

All Calls Offered to the Agents will be analyzed through these reports. All calls Answered or abandoned for any particular Agent will be available here.

Different Kind of Agent reports are available as under -

1. Campaign Wise

2. Agent Wise

Date Range with Time can be defined and Searched for the following Desired Reports for Agents -

Detailed Report – Will Provide the Detailed report of the calls offered to the Agents with individual call ananlysis.

Login History – Will Provide the Login -Logout Details of the Agents.

Agent Service Report – Will Provide the Agent Service Report for the selected parameters like, Login Time, Break Time, Talk Time, Idle time, Wrap Time, Calls answered, Calls abandoned etc. Available in Excel Also.

Agent Disposition Report – Provides the Agent Disposition Report for the Individual Agent Campaign wise with number of Answered calls, Burnt Count and Contact Count. Available in Excel, Hourly & Consolidated basis Also.

Agent Disposition Summary – Provides the consolidated Summary of the Dispositions done campaign wise. Available in Excel and Hourly basis Also.



6.3. Campaigns ReportThese reports provided for the detailed analysis of the Campaign performance.

All Calls Offered in the Campaign will be analyzed through these reports. All calls Connected, Not Connected, Answered or abandoned for any particular Campaign will be available here.

Different Kind of Campaign reports are available as under -

1. Individual or All Campaigns.

2. Individual or All Remarks.

We can Also Fetch reports from Backup Data for these reports and can get old reports as well through this if data has been backed up in the application.

Following Reports can be searched and availed -

Final Disposition Detailed – This report will get the details with the Final (Last Disposition) Disposition or Call Status of any Individual number for the selected campaign and Remark(s). It also shows the number of Attempts on that particular number. You can also include not Dialed numbers in this Report if you wish to.

Final Disposition Summary – This report will get the Summarized report of the Final (Last Disposition) Disposition or Call Status for the selected campaign and Remark(s). It also shows the number of Attempts, Contacts and burnt on that particular Campaign and Remark(s). Also Available in Excel. You can include Not Dialed records in this report if you wish to.



6.4. Sales Report

This Feature shall be treated as discarded from Version 4.3.0

6.5. Reports Title

This Provides the Facility to provide the details of the Organization to be used as Header in the Reports.

You shall Provide Name of the Organization with the desired Address.



6.6. Sample Reports

Some Sample Reports are as under -

1. Agent Disposition Report (Excel)

2. Agent Disposition Report – Hourly (Excel)



3. Agent Disposition Summary (Excel)

4. Agent Disposition Summary Hourly (Excel)

5. Agent Service Report (Excel)



6. Agent Service Report (Crystal Report – PDF)

7. Final Disposition summary (Excel)



8. Detailed Dialer Report

9. Agent Login History Campaign wise -



10. Daily Productivity Report Campaign Wise


User Guide – QuickCall Manager11. Daily Productivity Report Agent Wise



7. Windows In Window menu three options are available. By using these options we view window appearance of screen in different styles-

1. Cascade

2. Tile horizontally

3. Tile vertically



8. OthersUnder This Section there are Three Options

1. Re-Login

2. Change Password

3. Exit.

8.1. Re - LoginThis will ask you to confirm that you want to re login into the application. Once Confirmed you need to Re-Login the Application.



8.2. Change Password

This will enable you to Change the Password for the User you are logged In with at present. You need to confirm the OLD password and provide a new password.

Once Done you need to Re Login the application with the new Password.

8.3. Exit

This will Close/ Exit the Application. It will ask you to confirm to close the application.

Once Done you need to Re Login the application.



9. How To – FAQsHow To? - General Steps

Q1. How to Add New Agent to Campaign ?

Ans.

1. Open QuickCall Manager Application

2. Login to the application

3. If agent already exist then please jump to step 7 else to create new agent follow step 4 to 6.

4. Click on Global Menu and then Agent Master.

5. Click on New Agent and add the details like agent type, Agent ID, Password and Agent Name.

6. Click on Save and close this form

7. Click on Campaign and then campaign system parameters.

8. Select Campaign from drop down box on the top

9. Click on related agents and then add new.

10. Select the agent ID from the drop dpwn list and set his property.

11. Now run QuickCall Client application and login the the campaign

Q2. How to set overflow agent for one campaign although he is logged in another ?

Ans.


2. Login to the application


4. Select Campaign from drop down box on the top for which overflow is to be set.

5. Click on related agents and then add new.

6. Select the agent ID from the drop dpwn list and set his property along with Use as overflow agent true/checked.

7. Now run QuickCall Client application and login the the campaign.

Q3. How to have campaign wise call dispositions ?

Ans.


2. Login to the application. Default user=admin and password=admin

3. Click on Global Menu and then System Parameters

4. Click on Define Call Status and add new Status as per Campaign Requirement.

5. Set the property Contact or Burnt or Sale or Follow up. Either one or more can be checked. Burnt or Followup cannot be checked together.


User Guide – QuickCall Manager6. Click on Save and close this form


8. Select Campaign from drop down box on the top for which disposition is to be defined.

9. Click on Define Call Status.

10. Move the Call Status from list on the left side to list on the right side.

11. Close the window and ask the agent to login.

12. On New Call window, click on remarks Tab and verify only those status moved to right will be displayed.

Q4. How to upload calling data to campaign ?

Ans.



3. Click on Global Menu and then Phone Master

4. Click on show(When Filtered Data is required as per filter condition) or show all (when all data is to be displayed)

5. To enter 1 record at a time click on New and enter the details like phone number, name and remarks.

6. To enter multiple records click on Get From External Source.

7. Enter the DSN name, user-id and password.

8. Enter the query to import data with remarks (data-set id).

9. Click on Apply SQL. If the query run through then it will display the number of records to be imported else will raise an error.

10. Click on Save to import the data.

11. Duplicity is checked with combination of Phone number, Name and Remarks. This is the default duplicity check in the application while importing data to Phone Master

12. Close this form.

13. Goto Campaign and then Campaign's Call List.

14. Select the campaign from Drop Down and then click on Refresh.

15. Click on Show or Show All as per requirement

16. Then click on New and then Browse From Existing.

17. Select the Duplicity check Option provided and Click on Refresh

18. Always enter a Filter Criteria and click on show (Do not use Show All).

19. Once done click on save to import data in that campaign.

20. If required do the lead management and have the data-set being dialed out.

Q5. How to have Time Zone wise calling ?

Ans.


2. Login to the application. Default user=admin and password=admin© Cube Software Private Limited 2012 67

User Guide – QuickCall Manager3. Click on Global and then System Parameters.

4. Define the GMTR Difference to which windows is configured

5. Import Data in Campaign Call list

6. Click on Campaign and then Campaign's System Parameter

7. Select the Campaign from drop down.

8. Click on Define Time Zone

9. If state had been provided in the data set then we can add criteria as per state definitions.

10. If complete data-set is for one zone, then it can be added with respect to remarks.

Q6. How to start multiple outbound campaign with limited dialing Ports ?

Ans.



3. Click on Campaign and then Campaign Master

4. Either define new campaign or edit existing one.

5. Select a Master campaign in Linked Campaign list box.

6. Click on Save.

7. Start Master Campaign(generally all dialer ports are assigned to it)

8. Start Other Campaigns.

9. Ask the agent to login into individual campaigns.

10. Dialer will start calling as per the predictive parameter set.

Q7. How to block a calling dataset and allow only selected to be dialed ?

Ans.



3. Click on Campaign and then Campaign's System Parameter.

4. Select the campaign from drop down on the top

5. Click on Lead Management

6. All leadset on the right side list is allowed to be dialed even if there is data on left side list.

7. If there is no data on right side list then all data on the left side will be dialed.

Q8. How to restrict agent from having redial request ?

Ans.




User Guide – QuickCall Manager3. Click on Campaign and then Campaign's System Parameter.

4. Select the campaign from drop down on the top

5. Click on Related Agents

6. Either Add new agent or edit existing one

7. UnCheck the option "Can request to Redial"

8. Click on save/update button.

9. Ask the agent to relogin

10. Agent wont be allowed to put a redial request.

Q9. How to force agent to enter redial details for a disposition ?

Ans.



3. Click on Global Menu and then System Parameters

4. Click on Define Call Status and edit the status required

5. Set the Follow up flag True or checked.

6. Save the changes

7. Ask the agent to relogin.

8. With same disposition call wont get disposed unless redail request is checked.

Q10. How to have restricted number of agents logged in at a time in a campaign ?

Ans.



3. Click on Campaign and then Campaign's Allowable Limits

4. Select the campaign from drop down

5. Enter the count of simultaneous Agent allowed to Login under the Logged Users label.

6. Save the data.

7. Stop and Start Campaign.

8. Ask agents to Re-Login.

Q11. How to have auto wrap of calls if wrap time exceeds for a agent in a campaign?

Ans.



3. Click on Campaign and then Campaign's Allowable Limits


User Guide – QuickCall Manager4. Select the campaign from drop down

5. Enter the value of permissible wrap time in the option provided.

6. Save the data.

7. Stop and Start Campaign.

8. Ask agents to Re-Login.

Q12. How to check dial history for particular number using QuickCall Manager ?

Ans.



3. Click on Global Menu and then Phone Master

4. Enter the Filter conditions and click on Show.

5. Select the record and click on Dial Details

6. A new windows will display the dialing history for that call.

7. If there is no data on the new windows that means number is not dialed till now.


10 - user guide - quickcall manager.pdf

Documents

new time dependent

new agent

new time zone

new remarks

new digit

time zones

phone master

agent master