Poltys CA Outbound Dialer Module

1. Training Presentation Poltys CA Outbound Dialer Module

2. 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

3. Outbound Dialer Module – Presentation Content Overview Features TDE, NCP and NS1000 series PBX

4. Chapter 1 Overview

5. 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

6. Use Case – PBX mode Call Every Entry in the List Call answered - Pay message No Answer – Retry later Automatically call customers in list using the agent phone when the agent status is “available” CA Client Agent Customers CA + TDE/NCP/NS1000 Outbound Dialer Module Customers Call Every Entry in the List Call answered- Pay message No Answer – Retry later Call every customer in the List When the Call is Answered pop up screen for notes Agent writes call notes Customers

7. Use Case – CA Server Call Every Entry in the List Call answered - Pay message No Answer – Retry later Automatically call customers in list using the agent phone when the agent status is “available” CA Client Agent Customers NCP/TDE/NS1000 Outbound Dialer Module Customers Call every customer in the List When the Call is Answered pop up screen for notes Agent writes call notes CA Server Call Every Entry in the List Call answered- Pay message No Answer – Retry later Customers

8. Section 2 Features

9. 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.

10. 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.

11. 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.

12. 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 item is added to the list. 3. Fill in “Name”, “Phone No” and “Call Time”. 6. Click on “Apply” button for changes to take effect. 1. Click on “Add” button. 5. Repeat adding new items to the list as needed.

13. 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 CSV file contains header as first line. 6. Click on “Import” button. 3. Select file to be imported. 1. Click on “Import Call List” button. 7. Click on “Apply” button for changes to take effect. 4. Click on “Open” button.

14. Outbound Dialer Module – CSV File Format Optional header line in CSV file. 3. Set NOT_CALLED for all items 1. Fill in person “Name” to be called 4. Set “Retry Count” to 0 for all items 2. Fill in “Phone No” to be called

15. 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.

16. 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.

17. 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.

18. 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.

19. Thank You