Training Presentation

Poltys CA
Outbound Dialer Module
 Benefits
Benefits to Customer
• Significantly improve productivity
• Agents spend more time talking than
dialing
• Enhance customer service and
increase customer satisfaction
• Speeds up response times
• Increase productivity, reduce costs
Benefits to Dealer
Increase sales into
• Collections Agencies, Patient Check-
Up, Appointment Confirmation, Lead
Generating, Telemarketing, Political
Campaigns
Benefits to Sales Company
• Enhance the CA functionality with a
new productivity feature that allows
penetration in vertical markets

TDE, NCP and NS1000 series PBX

Outbound Dialer Module – Presentation Content

Overview Features

TDE, NCP and NS1000 series PBX

Chapter 1
OVERVIEW
Overview
Works with CA PRO/
Supervisor/Console

Multi Language GUI

Automatically places calls to a

predefined list of phone numbers
from the CA user phone and
presented with popup screen for
notes when call is answered

Agents write down call notes

Call list can be filled by user or

imported from CSV file

Agents can share the Call List

Use Case – PBX mode
Automatically call customers in list using the agent phone when the agent status is
“available” Call Every
Entry in
the List

Call
answ
ered -
Customers Pay
messa
ge
No
CA Client
Agent Answ
CA + TDE/NCP/NS1000 er –
Retry
Outbound
Dialer Module
later
Customers

Call Every Entry in the List Call every customer in the List
When the Call is Answered
Call answered- Pay message
pop up screen for notes
No Answer – Retry later
Agent writes call notes
Customers
Use Case – CA Server
Automatically call customers in list using the agent phone when the agent status is
“available” Call Every
Entry in
the List

Call
answ
ered -
Customers Pay
messa
ge
No
CA Client
NCP/TDE/NS1000 Agent Answ
er –
Retry
Outbound
Dialer Module
later
Customers

CA Server
Call every customer in the List
When the Call is Answered
pop up screen for notes
Call Every Entry in the List
Agent writes call notes
Customers
Call answered- Pay message
No Answer – Retry later
Section 2
FEATURES
Start the Outbound Dialer Module
Outbound Dialer Module is launched by clicking on “ACD Report” button in CA Supervisor or CA Pro.

2. Click on “Outbound
Dialer” button.

1. Click on “ACD
Report” button.
Select Outbound Dialer GUI Language
Select the GUI language

1. Click on “File”
menu option.

2. Select
“Language” menu
option. 3. Click on drop-
down list button.

4. Select language.

5. Click on “OK”
button and restart
application.
Outbound Dialer Module Call Parameters
Configure Call Parameters
Maximum number of retries before giving up
Time interval between retries
Outbound prefix string if needed
No answer timeout – how long to call before deciding there is no answer

1. Click on
“Settings” menu
option.

2. Select
“Settings” menu
option.

3. Configure call
parameters.

4. Click on “OK”
button.
Outbound Dialer Module – Manual Call List
Outbound Dialer Module lets the agents fill in the destination recipients list manually or import it
from a CSV file (next slide)

4. Make sure that

“Call Status” is set
to NOT_CALLED.
2. A new blank 3. Fill in “Name”,
item is added to “Phone No” and
the list. “Call Time”.
6. Click on “Apply”
button for changes
to take effect.

1. Click on “Add” 5. Repeat adding new items

button. to the list as needed.
Outbound Dialer Module – Import Call List
Outbound Dialer Module lets the customer to fill in the destination recipients by importing call list.

2. Click on
browse button.

5. Check option if the

6. Click on
CSV file contains
“Import” button.
header as first line.

3. Select file to be
imported.

1. Click on 7. Click on “Apply”

“Import Call List” button for changes to
button. take effect.

4. Click on
“Open” button.
Outbound Dialer Module – CSV File Format
Optional header
line in CSV file.

1. Fill in person 2. Fill in 3. Set 4. Set “Retry

“Name” to be “Phone No” to NOT_CALLED Count” to 0 for all
called be called for all items items
Start/Stop Outbound Dialer
Start Outbound Dialer by pressing the “Start outbound calls”
Stop Outbound Dialer by pressing the “Stop outbound calls”
Once the Outbound Dialer is started, the items in outbound call list with Call Status set to NOT_CALLED
or NO_ANSWER and Retries less then Max Retry are processed

1. Start calls.

2. Stop calls.
Outbound Dialer Module Call Notes
After the call was answered, Outbound Dialer Module displays a pop-up window that lets the Agent
to modify either “Call Status”/ “Notes 1”/ “Notes 2”/ “Notes 3” fields

1. Call got
connected.
Outbound Dialer Module Manual Dial
Stop Outbound Dialer by pressing “Stop outbound calls”
Press “Dial next call” button
• The first number in the list that has Call Status set to NOT_CALLED or NO_ANSWER and Retries less then Max
Retries is called
• If the call is marked with NO_ANSWER , the call is automatically redialed after Retry Time

1. Click on “Stop
outbound calls”
button to make sure
that the calling
process is stopped.

2. Click on “Dial
next call” button to
place calls one by
one.
Outbound Dialer Module Sharing The Call List
Agents can share the outbound call list between them
In this case, they need connect to a remote Outbound Dialer database as shown below

1. Click on “Settings”
menu option.

2. Select “Database
location” menu
option.

3. Enter the IP
Address of the
database that it’s
shared.
Make sure that the PC that shares its database with
other Agents has the MS SQL Server Dynamic Port
opened in the Firewall.
4. Click on “Save”
button.
Thank You