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1. First name Last name Company Street address Suite City Zip Postal Code Country Email Address SV Call List EI TERMS Buchecking this checkbox you AGREE tharyou have underetnod and perfomed whats requredin tem Item Zand lem above Results to CSV Also please understand NO refund can be given once this order is placed Once you place this order you will receive a secure payment link invoice via email from PayPal Amex MasterCard and Visa Please complete the payment as directed You will receive your dialer predictive Call List dialer software license key within 24 hours of payment via email Should you have any problems ordering this software please contact sales mdlsolutions com ile menu option Select Hefautt dialing list by clicking on Set Ca Place Order Close port List and Results to CSV Finally we Page 26 Select Help General help information and how to contact support support mdlsolutions com EE MDLsolutions Predictive Dialer Mialer Version 1 4 4 Statistics Call Lists Call RecordsiR i D l ation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Contact Support 1D Call List Name ______________ Recods Records Processed Status _ Agent Group _ Campaign a 190 MSDynamicsLeads
2. Record ID The action record id Action Keyword The unique identifier used when adding an action Action Call Flow The actual call flow action that is performed once the call is made Options AnsMachineDet If an answering machine is detected the dialer hangs up if not it continues to next action AnsMachineDetMessage If an answering machine is detected then it leaves a message if not it continues to next action Blind Transfer 3CX Will transfer the call to an agent in a 3CX queue defined under the Phone Queues tab on the Predictive Dialer Bridge Transfer 3CX Used when calls are not transferred through 3CX but directly to the VoIP provider gateway Normally used in large scale call centers Transfer Transfer the dialer call to the next available extension in the extension list Phone System Transfer List On Go Back Steps If the person being called press s during a PlayPromptSurvey action the Dialer Predictive Dialer will go back the amount of steps actions defined in the Value field Page 10 PlayPrompt Plays a voice prompt Wave file 64 kbps 8 bit mono 8khz All wave files must be placed in the Prompts directory in the Dialer s main directory 1 Select the second record in the list Blind Transfer 3CX 2 Change the Action to Play Prompt and the Value to welcome wav Welcome wav is a test play prompt that is included with the installation click
3. To Email Address 2 info localhost SMTP Username admin SMTP Password pass Total Channels 2 S Demo limitations Max 4 channels Blind Transfer using 30 Max 2 channels using standard Transfer Inbound Call Recording 1 on 0 Managed Agent Calls false Set to false if you are using 3CX otherwise set to true Play Prompt Message Mode false If you are only using this as a prompt message broadcasting dialer then set Managed Agent Calls to true and Play Prompt Message Only Mode to true Start Time _ HH MM AMP My End Time _ HH MM AMPM add Update Delete Build 081620110001 Set a SQLConnectingString Value to your database server IP address same IP Address localhost as this computer if you are going to install SQL Server on this computer c LocallP Value to the IP Address of the computer you are installing the dialer on The default localhost should work just fine d 3CXController Value to the IP address of your 3CX phone server that has the MDLsolutions plug in To install the plug in simply download it from the MDLsolutions website dialer web page and copy paste it into C Progam File 3CX PhoneSystem Bin 2003 XP Pro c Program Files x86 3CX PhoneSystem Bin 2008 Windows 7 double click on the plug in Click minimize for plug in to be hidden and added to the bottom right system tray e FromEm
4. Custom Desciption 3 Custom Description 4 GJ amp E dEal C Nocnesrage when phone number is not leud C Auto Launch UAL EXE Make Cat Search Field v Seach Value J Seach EA pat ina ae Survey Disposition x A Update T Update with Reminder Send SMS Tex Message Cal History Preview Dist AecodiO NumberDised Fist Name LastNa 08 Address Page 34 3 3CX Plug in 3CX Plug in The 3CX Plug in is used for connecting the Predictive Dialer and Agent Interface to the 3CX IP PBX Simply install and launch this application everything else is automated If you minimize this application it will hide itself in the operating system tray Just right click on the 3CX Plug in tray icon to restore FE MDLsolutions 3CX Predictive Dialer CRM Network Plug in Version 1 23 Production Version for 3CX Version 10 CCE DER Transactions 3CX Extension length is set to 3 12 172011 3 21 28 PM Listening on port 6002 Running Extended error information C Enable transactions for debugging only Transactions Shows all plug in transactions used by MDLsolutions support Extended error information Please email any error information you receive in this text box to support mdlsolutions com Enable transactions For use by MDLsolutions support Close If you close this application the Predictive Dialer Agent Interface will no longer work with 3CX Clear Clears the transactions used b
5. Update To add your own prompt create a prompt in the following format Wave file 64 kbps 8 bit mono 8khz CCITT U LAW and copy it into the Prompts directory that is located in the dialer s application directory and simply change the Value to your new prompt name under the Play Prompt action 3 To convert your wave audio file Use Windows Sound Recorded to convert your files a Launch Sound Recorder in Windows XP Start All Programs Accessories Entertainment Sound Recorder b Select File Open select audio file to open c Select File Properties Convert Now d You need to select 8 000 kHz 8 Bit Mono CCITT u Law Format CCITT u Law Attributes 8 000 kHz 8 Bit Mono e Click OK click OK again and then click File Save f Check the file format by right clicking on it properties summary 4 Upload your call list by clicking on the Call List tab on the dialer 5 The prompt will now be played when you start the dialer NOTE When using Play Prompt Get Key under the Navigation tab make sure you include enable AnsMachineDet before using Play Prompt Get Key PlayPromptSurvey Will play a prompt as described in the PlayPrompt action and will store any key that is pressed by the person dialed in the SurveyOptions field in the Dialer Predictive Dialer database This Survey Option can be exported along with the call list at anytime using the Call List tab on the Di
6. Agent Group Performance Total calls placed for the selected agent group Third Graph Call List Performance Total calls placed in the selected call list Calls Per Minute No longer used Refer to performance graph MPI No longer used System Status The system status RUNNING STOPPED and COMPLETING Page 36 Header Total Call Counter Total calls placed in all call lists Calls Per Minute No longer used Refer to performance graph MPI No longer used System Status The system status RUNNING STOPPED and COMPLETING Agents MACAddress MAC Address of the computer that the Agent Interface is installed on IP Address IP Address of the computer that the Agent Interface is installed on Extension Extension of the agent Agent Status If the agent is ready to receive calls or is on a call Last Status Update The last time the agent clicked on Ready to receive calls Call Lists ID Record id Call List Name Name of the call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group call center team that the call will be transferred to for this call list Campaign The campaign associated with the call list Channel Status Channel ID Numeric id of channel Record ID The
7. Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Campaign Description Campaign Cost Let my clients no about my product 55000 0000 Help Adding a Campaign 1 Simply add a Campaign by entering the fields below Name is the Campaign name Description is the description for the Campaign and Cost is the total cost of the Campaign i 1 Name My Clients Description Let my clients no about my product Cost 55000 00 ID Record ID Name Name of the campaign Description A brief description of the campaign Cost Reserved for later versions Add Adds a new campaign Update Updates selected campaign Delete Delete selected campaign Page 18 View Agents View agents is used for seeing which agents have launched their Agent Interface and are ready to receive calls or are on a call GS MDLsolutions Predictive Dialer Dialer Version 1 4 4 Statistics Call Lists Call RecordsReports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure MACAddress Extension Agent Status _ Last Status Update gt i 001EC909C743 192 168 2 23 Not receiving calls Currently on a call 10 14 2011 3 29 29 PM MACAddress MAC Address of the computer that the Agent Interface is installed on IP Address IP Address of the computer that the Agent Interface is in
8. To add an extension simply fill in the fields below and click add ID Name Extension Group Name Extensions in Queue Example 101 102 103 104 i77 3CX Queue 881 Defautt v 100 101 102 103 104 105 f Ada _Upaate _ Delete CreateDelete queue in 3CX withiremove extensions ID Record ID Name The name of the 3CX queue or name of the person using the extension Extension Extension number of the 3CX queue or call center employee s extension Group Name The group of Agents Call Center team that you want the calls transferred to Extensions in Queue The extensions you want to add to the 3CX queue Help a Create a 3CX queue name and extension number to the Phones Queues list as shown below Leave the Group Name as default unless you have setup individual call center groups teams Add all the agent extension numbers that the calls will be transferred to by the Predictive Dialer b Should you need to send calls in one call list to one group of agents and calls in another call list to another group of agents then please look over the Agent Group Setup on Page 34 Otherwise for testing purposes just select default Create Delete queue in 3CX with remove extensions Leave checked if you want the Predictive Dialer to create the queue and extension s in 3CX for you Add Adds a new queue or extension Update Updates selected queue or extension Delete Delete selected queue
9. 192 168 2 72 gt key EmailServer value localhost gt key FromemailAddress value mail localhost gt key ToEmailAddressl value admin localhost gt key ToEmai lAddress2 value info localhost gt key Username value admin gt key Password value pass gt key Totalchannels value 2 gt key FailedcallRecognitionnotificationcounter value 3 gt key TransferedToAnAttendantcounter value 4 gt key MultinavDelay value 3 gt key DebugMode value 0 gt key CallRecording value 0 gt key ASRSamplesizeInseconds value 11 gt key InterEnquiryDelaymMax value L1 gt key ASRModeon value 0 gt key ManagedagentCalls value false gt key PredictiveDialerLoad value 0 gt key Dialermodeonly value false gt key TimeZoneDialRange value 9 6 gt key TTSvoice value Name Microsoft mary gt ev TTSRate value 1 gt key PDAlgcal lIntervalsStartDelay value 10 gt cfappsett ings gt Page 52
10. Direct Date Format If the date format of the Predictive Dialer operating system is different from the Agent Interface computer then set the date format here Admin Password Set the password for making changes to the Agent Interface configuration tab here Dialing Prefix Remove digits from caller id If you use a dialing prefix in the call records that 3CX uses to route calls then input that under Dialing Prefix If the caller id does not match your call records then remove the leading numbers until it does Page 32 AgentAltQueue Which is only found in the AgentDispositionInterface exe config file in the Agent Interface application folder under Program Files is used when an Agent Is receiving calls from an incoming 3CX queue and from the Predictive Dialer at the same time The AgentAltQueue value needs to be set to the extension number in the incoming 3CX queue This will then allow the Agent Interface to manage all the agents calls correctly Info Troubleshooting Please email any error information you receive in this text box to support mdlsolutions com 1 Step Call Processing The agent has the option to use either 3 step call processing or 1 step call processing 1 step call processing automates almost all of the call process steps end call update call record and log back into queue when processing a call by simply selecting the disposition using the disposition drop down box Agent Interface Configuration Help Before
11. MDLsolutions Predictive Dialer ialer to backup restore the Predictive Dialer Dialer SQL database Version 1 4 4 E amp Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Restore Configuration File Bak dicative with 3CX only 0 Calls Per Minute Call Answer Timeout 15 Seconds SIP Registration Device Information to ATA VoIP Gateway VoIP Provider or IP PBX ry eT User ID 200 Password Server 192 168 2 72 Realm Question 3CXPhoneSystem status Registered C Check to simply enter IP Address of SIP Gateway Provider Server where calls will be sent do not register Help If you are using an instant online account sipstation com then simply set the User ID to SIP Username Password to SIP Password and the rest has been filled in for you Just click Register and you are good to go The sipstation com accounts are good for 2100 minutes of calling a month If you need more minutes simply call MDLsolutions or Bandwidth com to upgrade your account Asterisk users please enter asterisk in the Realm Question field 3CX users please enter 3CXPhoneSystem in the Realm Question field If you are not sure of your Realm question simply run a VWireshark PCAP trace while trying to register and look under 407 Proxy Authentication Required or email the PCAP to support madlsolutions com If you are mak
12. fo HH MM SS System Status STOPPED MOL SOLUTIONS Agents AgentDispositions Dispositions zj Call Lists Ol Mark Record Complete Add Update Delete Channel Status es Call Status EV_IDLE EV IDLE EV_IDLE ee Start Calls Stop Calls Help Online help resources Page 44 5 Configuration Tips Configuring Agent Groups Call Center Team Start off by creating an Agent Group and assigning channels to it that will be used to make the calls for that Agent Group Your total assigned channels must not exceed the amount of licensed channels that where purchased The trial version includes 4 channels GE MDLsolutions Predictive Dialer Dialer Version 1 4 7 SIP Contact CalleriD Simultaneous Dialer Channels j 3 2 Help You may want to assign a group of agent extensions create call center team or queues to one or a set of call lists and then set another group of agent extensions or queues to another set of call lists For example you may have one group of agents that speaks a specific language other than English and a set of call lists where that language preference is required You can then send all the calls from those language specific call lists over to the agents that speak that language 4 To create an agent group simply create a unique group name and the amount of simultaneous dialer channels that you want assigned to that group when the dialer i
13. group call center team We recommend you assign at least one channel per agent Page 15 Enable Allows the administrator to enable or disable an agent group Add Adds a new agent group Update Updates selected agent group Delete Delete selected agent group Agent Group Call Center Teams List Grid ID Record id Group Name The name of the agent group call center team used in the Phones Queues and Call Lists Caller ID The caller id for the agent group call center team SIP Contact Caller ID Reserved Channels Assigned To Group Amount of simultaneous channels assigned to the agent group call center team Enabled Allows the administrator to enable or disable an agent group call center team Page 16 Time Zones Time zones are used when calling different states provinces and countries from your own that have different time zones Time zones are simply managed by entering the dialing code for that state province or country and then entering the GMT offset time zone and start and time relevant to that time zone FE MDLsolutions Predictive Dialer Di Version 1 4 4 Sapa Ee _ Time Zone E import Time Zones Time Zone Fields All fields required Area Code s Time Zone Start Time End Time Records Imported Records Rejected Help Enter the dialing code that is related to the time zone and start and end times for that time zon
14. predictive dialing algorithm NOT SUPPORTED ANYMORE 109 00 per agent simultaneous channel 3CX IP PBX Version Automatically places calls according to call rate or the predictive dialing algorithm and transfers them to a phone system queue Works best with the 30X IP PBX 139 00 per agent simultaneous channel Stand Alone version Automatically places calls and manages each call Can be used with a VoIP phone system or stand alone with just VolP phones Does not use a predictive dialing algorithm the dialer assigns a call channel to each agent extension and starts dialing again once the agent ends the call 299 00 Support 3 hours max or 12 support issues Includes fixes and updates for 1 year from purchase date Required with first CO Include purchase Your Total US Dollars Your Serial Number D4XLQG1 CN7878386B0205 MAC Address Important Before you order item 1 Have you tested your VoIP gateway olP provider VolP phone system with the dialer trial version first as this is very important Item 2 Are you aware that this software only runs on Windows XP Windows 2003 Server and must be the only SIP device on that OS Item 3 You have contacted MDLsolutions Inc at sales mdlsolutions com and confirmed the dialer predictive dialer meets all your requirements and have confirmed the fully functional trial version of the dialer predictive dialer works to your satisfaction Your billing information Required Fields
15. this application will work and assist you in setting the call dispositions and client details on incoming agent calls You need to set the five settings below You can also set these settings in the AgentDispositioninterface exe config file in the application directory Only use notepad exe 1 Set the IP address in the SQL String value to the IP address of the Dialers SQL database will be encrypted SGL String Server 192 1 68 0 1 SQLEXPR ESS initial Catalog MDLsolutionsDialer User ID sa Password mediagw 2 Set the Extension value to the extension the agent will be using If you are using the Interface Direct then this is one of the extension numbers only number not IP address in the Phone System Transfer List in the dialer If you are using Interface 30 gt lt then this is one of the extension numbers in the 3C queue Extension 1 o1 3 308 Only Set the 3Cx Network Controller value to the IP address of your 30 phone server that is running our 30x plug in 30 Network Controller 192 1 68 0 2 4 Istep will complete all the steps end call update call record and log back into the queue by just clicking on the disposition Sstep will require 3 steps to complete each call but allows for more control options Call Process Step Istep v 5 Set the Interface value to Direct if you are NOT using 30x and are transfering your calls directly to VolP phones If you a
16. time the Predictive Dialer Dialer waits for the call to be answered before disconnecting SIP Registration Device Information Outbound Calls SIP User ID The user ID required by the SIP endpoint in order to register SIP Password The password required by the SIP endpoint in order to register SIP Server The IP Address of the SIP endpoint you are registering with or and sending your outbound calls to Realm Challenge Question May need to be provided Please check with your VoIP provider or reference your VoIP gateway or IP PBX user guide Status If your registration was successful or not Register Click the registration button to submit your registration information to the SIP endpoint You can also select the check box if the Predictive Dialer Dialer is not required to register with the SIP end point Page 20 Start Stop Time Grid ID record id Call Start Time The global time you want the calls to start dialing Call End Time The global time you want the calls to stop dialing ID Record ID Start Time The time you want the calls to start dialing End Time The time you want the calls to stop dialing Run On Weekends Sat Sun If you want the Dialer Predictive Dialer to run on weekends according to the defined time schedule then check this box Page 21 Menu Options Below are the details on several of the menu options offered by the Predictive Dialer Dialer Select Backup Restore E
17. value lTocalhost gt lt add key 3cxcontroller value 192 168 2 72 gt lt add key Emailserver value Jocalhost gt lt add key FromemailAddress value mail localhost gt lt add key ToEmailAddress1l value admin localhost gt lt add key ToEmailAddress2 value info localhost gt lt add key Username value admin gt lt add key Password value pass gt lt add key Totalchannels value 2 gt lt add key FailedcallRecognitionnotificationcounter value 3 gt lt add key TransferedToanattendantcounter value 4 gt lt add key MultiNavDelay value 3 gt lt add key DebugmMode value 0 gt lt add key CallRecording value 0 gt lt add key ASRSamplesizeInseconds value 11 gt lt add key InterEnquiryDelaymMax value L1 gt lt add key ASRModeon value 0 gt lt add key Managedagentcalls value false gt lt add key PredictiveDialerLoad value 0 gt lt add key Dialermodeonly value false gt lt add key TimeZoneDialRange value 9 6 gt lt add key TTSvoice value Name Microsoft mary gt lt add kev TTSRate value 1 gt lt add key PDAlgcal lIntervalStartDelay value 10 gt cfappsett ings gt By default the Predictive Dialer is setup to make sure there is an agent available for every call and no calls are left in the 3CX queue But some call lists have a lot of numbers that are either invalid fax mac
18. 017146776065 TettNumber Generated MDL Social Seturity Number zi 800171 46776063 TestNumber Geneiated MDL 80017146775093 TestNumber Geneiated MDL Date Of Sirlhimmiddiyyy x 80017146776099 TestNumber Generated MDL Address 4 7 8001714677602 Taahimber Generated MDL T m 80017146776094 TeeNunber Generated MDL Address 2 z 8001714677805 Testumber Gerveialed MDL 800171467 76095 TectNumber Generated MDL City ha 800171467 78097 Tecthumber Genetated MDL State x 20017146776099 TestNumber Generated MDL Zin 80017146776101 Tasihumber Generated MDL 80017146776102 Teshumber Generated MDL T 80017146776103 TestNumber Gereteted MOL Country 80017146776104 TestNumber Geretated MDL 80017146778105 TestNumber Generated MDL Launch URUEXE with parameters Hep 80017146776105 TestNumber Generated MDL AON ISR7T7RINT Testumbes Generated MDI of F CalllistName Teati Resoc iroated AgentGroup bsa 4 Campaign Delt zj Records Rej cted I Igoe Fia Record ime oe Call List Name Any call list name you like that is shorter than 40 characters and contains no numeric characters Website URL Application EXE supports parameters optional If you require a website application to be automatically launched when a call is transferred to an agent then please set the website URL here and use the Help button to see what parameters you can pass to the website URL Prefix opt
19. Caller ID Campaign First Name Last Name SSN DOB Date Processed Address 1 Address 2 City State Ej Postal Code Zip Country g Company Tracking ID 3CX Controls only FTE Custom Description 1 kag Custom Description 2 Ready to receive calls Record Off excel Custom Description 3 kaag Custom Description 4 lt End Call C No message when phone number is not found C Auto Launch URL EXE L Make Call Search Field Search Value Search C Auto Queue Logout Survey Disposition v Update Update with Reminder Send SMS Text Message Comments Call History Preview Diat Record ID Number Dialed First Name Last Name Address Agent extension 101 Record ID The actual record id of the call record Caller ID The telephone number of the client that has been transferred to the agent Campaign The campaign the call record was assigned to Interface 3CX or Direct currently 3CX is recommended Status Whether the call is connected or disconnected First Name The first name of the client that has been transferred to the agent Last Name The last name of the client that has been transferred to the agent Record The call record id for future reference SSN The social security of the client that has been transferred to the agent DOB The date of birth of the client that has been transferred to the agent Da
20. Rel 1 13 12 2012 MOL SOLUTIONS User Manual MDLsolutions Dialer Predictive Dialer Supervisor Call Center Manager Dashboard and Agent Interface Version 2 CONTENT Getting Started Quick Start Page 2 Predictive Dialer Dialer Statistics Performance Monitoring Analytics Page 3 36 Call Lists Page 5 Importing Call Lists Page 7 Call Records Reports Page 8 Do Not Call List Page 9 Navigation Call Flow Page 10 Configure Text To Speech TTS Page 10 Phones 3CX Queues Page 13 Agent Groups Call Center Teams Page 15 Time Zones Page 17 Campaigns Page 18 View Agents Page 19 Configuration Page 20 Menu Options Page 22 DB Connector Importer Page 25 Configure Predictive Dialing Algorithm Page 20 Setup Configure and Use The Survey Feature Page 10 28 40 Configure Dispositions Page 41 Agent Interface Main Interface Page 28 Reminders Page 30 Scripts Page 31 Configuration Page 32 1 Step Call Processing Page 33 3CX Plug in 3CX Network Plug in Page 35 Predictive Dialer Dialer Dashboard Performance Graphs Analytics Overview Performance Graphs Page 36 Call Lists Page 38 Call Records Page 40 Agent Performance Overview Call Center Reports Page 41 Menu Options Page 42 Configuration Tips Configuring Agent Groups Call Center Teams Page 45 Configuring Call Navigation Call Flow Page 48 Loading the Predictive Dialer Increasing Call Rates Page 51 Text to Speech Settings Page 52 Getting Started Important Links Quick Start To get
21. S These List s can easily be created through Microsoft Excel using the Save As feature under the File menu option Select the list you want to work with by clicking the gray bar next to the record on the left hand side of the data grid Once the call list is selected you can either set the list to be the default dialing list by clicking on Set Call List For Dialing or you can view the list by clicking on View List or you can export the list and its results after the calls have been run by clicking on Export List and Results to CS Finally we suggest stopping the predictive dialer when managing call lists Reprocess Calls That Where Not Transferred To An Agent Reprocess all calls that where not transferred to an agent Reprocess Calls with Disposition Reprocess calls that have a certain disposition Scrub duplicate telephone numbers from all call lists Scrubs duplicate telephone numbers from all call lists Activate Call Lists For Dialing Activate the selected call list for dialing Deactivate Call Lists For Dialing Deactivate the selected current call list so it is no longer dialed View List Change Agent Group View the selected call list details and if need be change the Agent Group Call Center Team for the call list Import CSV Call List Import comma delimited text file Export List and Results to CSV Export a summary of the call list and results to CSV file Delete Call List Delete s
22. T GRID ID Record id Call List Name Name of the call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group call center team that the call will be transferred to for this call list Campaign The campaign associated with the call list Page 6 Import Call Lists Start by mapping the data from the comma delimited text file to the Dialer Predictive Dialer columns Then set the Call List Name the Agent Group and Campaign that you created or just use the defaults for Agent Group and Campaign Optional fields are explained below s Import AmE 80017146776072 Testhumbes Generated MDL Database Fields all fiekts required rg 80017146775073 TestNumber Generated MDL Phone Number 0017126776 j Secondary Number 7 First Name TesiNumber x 80017146775074 Testumber Generated MDL 80017146776075 TeetNumber Generated MDL 80017146776076 TeetNumber Generated MDL BOC F146 776077 TectNumber Generated MDL 80017146776079 TectNumber Generated MDL Last Name Genesated x Company MOL xm 20017146776083 Testumber Generated MDL 8001714676084 TeatNumber Generated MDL Tracking ID x 80
23. Website 26 6 Complete Default Default FAQ s Activate Reprocess Calls That Where Not Transferred To An Agent Activate Call List For Dialing Import CSV Call List Reprocess Calls with Disposition hdl Deactivate Call List For Dialing Export List and Results to CSV Scrub duplicate telephone numbers from all call lists View List Change Agent Group Delete Call List Help Import any CS text file into the dialer by clicking on Import CSV These List s can easily be created through Microsoft Excel using the Save As feature under the File menu option Select the list you want to work with by clicking the gray bar next to the record on the left hand side of the data grid Once the call list is selected you can either set the list to be the default dialing list by clicking on Set Call List For Dialing or you can view the list by clicking on View List or you can export the list and its results after the calls have been run by clicking on Export List and Results to CSV Finally we suggest stopping the predictive dialer when managing call lists Page 27 2 Agent Interface Agent Interface The Agent Interface is used by the agents to see which client has been transferred to them and to update and set new updated client information and dispositions MDLsolutions Inc Agent Disposition Interface Ver 2 40 Connected Options Help Agent Interface Reminders Script Configuration Record ID
24. actions before running a custom set of call actions please test them using your mobile test phone to make sure the action set works correctly and there are no error s Call navigation for just playing a message when the call is connected GE MDLsolutions Predictive DialerMialer Version 1 4 7 Action Keyword Navigation Value Play Message Play Prompt welcome wav End Call End Call Help To select an action to update or delete double click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note when using AnsMachineDet you can specify if you would like the Predictive Dialer to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record ID 17 Action Keyword Play Message Action Play Prompt y Value welcome wav Enable Page 48 Call navigation for checking for an answering machine faxmachine first and then transferring a connected call to 3cx In this example it shows you can disable call actions So make sure your AnsMachineDet is enabled if you want
25. agent or supervisor simply click on refresh to see the latest script information Page 31 Configuration The configuration settings are used to connect the Agent Interface to the Predictive Dialer SQL database and 3CX IP PBX as well as set the agent extension number interface 3CX Direct date format if the Predictive Dialer operating system uses a different date format from the agent interface operating system and the administrator password used to access this configuration tab to make changes 3 MDLsolutions Inc Agent Disposition Interface Ver 2 40 Connected Options Help Agent Interface Reminders Script Configuration Configuration file settings SQL String Server 1 92 1 68 2 65 nitial Catalog MDLsolutionsDialer U ser ID sa Password mediagw Extension 101 3CX Network Controller 192 168 2 80 Interface cx i 3Cx or Direct Date Format Default A Dialing Prefix None Set to None if not used Remove digits from caller id None Set to None if not used Admin Password default Set to None if not used Info Troubleshooting Agent extension 101 SQL String The SQL string that is used to connect to the Predictive Dialer SQL database Usually the IP address is the only value you need to change Extension The agents 3CX extension 3CX Network Controller The IP address of the 3CX computer operating system Interface Set to 3CX if you are using 3CX as your IP PBX otherwise
26. ailAddress Value to the email address you want your email notifications to come from f ToEmailAddress1 Value to the email address you want your email notifications to go to g ToEmailAddress2 Value to the email address you want your email notifications to go to h Username Value to your SMTP server login username Use hMailserver free if you need an SMTP server i Password Value to your SMTP server login password j Total Channels the total amount of channels the Dialer Predictive Dialer can run simultaneously Cannot exceed your total licensed amount Demo max is 4 channels Page 23 k ManagedAgentCalls Value to false if you are using 3CX otherwise true Also set to true when playing pre recorded messages DialerModeOnly Value to false if you are using 3CX otherwise true when just playing pre recorded messages m PredictiveDialerLoad Value The Predictive Dialing algorithm will try to make 100 sure there is always an agent available for every call but if that is not a requirement and you want the Predictive Dialer to make more calls then available agents then just increment this setting to increase the call rates Calls not immediately answered by the agents will be left in the 3CX queue please make sure you have a message playing that explains why a client was called and that they need to hold on Page 24 Select Settings CRM DB Connector to set the values necessary to connect to a SQL databas
27. aler Predictive Dialer or Call Center Manager Dashboard The PlayPromptSurvey action also accepts to repeat the prompt or previous steps using the On Go Back Steps action and accepts 0 to transfer to an operator by using the Blind Transfer 3CX action after the PlayPromptSurvey action Play Prompt Get Key Will play a prompt as described in the PlayPrompt action after the Dialer Predictive Dialer receives a key input from the person dialed the Dialer Predictive Dialer will then move to the next action Play TTS Will play any text in the Value field up to 512 characters to the person dialed If you want to play information from an imported call list database field then simply wrap the database field in F and the Dialer Predictive Dialer will Know what to do Example F FirstName Remember to remove spaces from the call list descriptions when using them in the F wrap End Call Ends the dialed call Page 11 Value Optional The value that is passed to the action Check tab notes Enable Allows the administrator to enable or disable an action Group Name This allows you to assign a unique set of call flow actions to individual call lists using a pre defined amount of channels that you need to define under the Agent Groups Teams tab Add Add new action Update Update selected action Delete Delete selected action Navigation Grid Id Action record id Action Keyword The u
28. all Records Completely delete all call records Call records are automatically deleted after 7 days but this can be changed in the dialer config file Call Record Grid ID Record id Dialed Number that is dialed Call Start Time The time the call started Call End Time The time the call ended Call Length The length of the call in seconds This will be set if the Agent uses the Agent Interface Call Term Status What was the status of the call idle no answer disconnected or transferred to an agent Chan The Predictive Dialer channel the call is placed on Of Enquiries N A Page 8 Do Not Call List If you want to scrub your call lists against the Do Not Call List that your country state province provides then load your call list first and then click on the Scrub button on this tab after importing you DNC list FE MDLsolutions Predictive Dialer Dialer Version 1 4 4 Phone Number _ Complete Name Complete Address John Philip 123 First St Avendia CA Import Database Fields Phone Number Column1 Complete Name Column2 v Comipete Address EMME v Onine Do Not a Scrub Deletes all records that have matching phone numbers in your call lists Delete Delete all Do Not Call records Previous Moves to previous record Next Moves to next record Import Imports call records from CSV comma delimited text files only can easily be create
29. ble click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note When using AnsMachineDet you can specify if you would like the Predictive Dialer to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record iD 17 Action Keyword Detect Fax Leave Mes ction ANsMachineDetMessage v yape welcome wav Page 50 Loading the Predictive Dialer Increasing Call Rates Try Predictive Dialing Algorithms first on the Configuration tab before changing the loading values In the Predictive Dialer configuration file in the application directory C MDLsolutions MDLsolutions Dialer Predictive Dialer Dialer exe config you will find one setting that is not included in the standard configuration interface It is called PredictiveDialerLoad lt add key PredictiveDialerLoad value 0 gt as seen below lt appSettings gt lt add key sQLCconnectionstring value Server 192 168 2 96 SQLEXPRESS Initial Catalc lt add key SQLConnectionstringAlsRecords value Server 192 168 2 96 SQLEXPRESS Init lt add key LocalIP
30. d using Microsoft Excel or Microsoft Access Online Do Not Call Info A site where you can learn how to obtain a US do not call list Call Record Grid ID Record id Phone Number Phone number to be scrubbed from the call list records Complete Name The name that is related to the phone number Complete Address The address that is related to the phone number Page 9 Navigation The actions below will determine what will happen to the call once connected When using 3CX the default settings below are good enough to use and to start testing with ActionKeyword Navigation B transter scx Blind Transfer 3CX 9 End Call End Call Help To select an action to update or delete double click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note When using AnsMachineDet you can specify if you would like the Predictive Dialer to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record ID Action Keyword Action Call Flow 6 Value Add Update Delete Group Name Pefaut
31. database record ID that is being processed Number The telephone number being dialed by the Dialed Predictive Dialer Enquiries Reserved Call Status The current status of the call for example connected transferred disconnected and idle Action Info The user inputted action keyword text info that relates to the actual action being processed Start Calls Starts placing calls Stop Calls Stops calls being placed user needs to wait until all calls stop normally after clicking this button Page 37 Call Lists The Call Lists tab is used to upload and manage your imported call lists Currently only comma delimited text files can be imported Multiple call lists can be run simultaneously and if need be you can set different call lists to call centers teams agent groups MDLsolutions Predictive Dialer Dialer Dashboard Version 1 0 3 s gt Ove Manage Call Lists Call RecordsReports 1D Call List Name Created Active Records Records Processed Status Agent Group Campaign TestCAllList 1212011 Complete Default Defautt Reprocess Calls That Where Not Transferred To An Agent Activate Call List For Dialing Import CSV Call List Reprocess Calls with Disposition a Deactivate Call List For Dialing Export List and Results to CSV Scrub duplicate telephone numbers from all call lists View List Change Agent Group Delete Call List Help Import any CS V test file into the dialer by clicking on Import C
32. e ID Area Code Time Zone GMT Offset 0 i Start Time Hour 24 hour format 9 M End Time Hour 24 hour format 18 Ms Import Time Zone List Comma delimited text files Add Update _ Delete ID Record ID Area Code The are code of the actual city state province country you are dialing Example If you are calling Santa Ana California from the East Coast of USA then the prefix would be 1714 From another country is may be 001714 check your country requirements online to be sure Time Zones GMT Offset This is the GMT offset that applies to the city state province and country you are calling Check online for this information Start Time Hour 24 hour format The call start time relevant to the above GMT offset End Time Hour 24 hour format The call end time relevant to the above GMT offset Add Adds a new time zone Update Updates selected time zone Delete Delete selected time zone Import Import your own time zone list These can be purchased online and require the dialing code and GMT offset to be included in the list as shown in the screen shot above Page 17 Campaigns Campaigns are used for grouping call lists together that target a specific criteria Campaign Once a campaign is defined it can be reference through out the Predictive Dialer GE MDLsolutions Predictive Dialer Dialer Version 1 4 4 Statistics Call Lists Call RecordsiReports Do Not Call List
33. e that contains the call records you want imported and dialed Max is 5 connections in the trial production version More connections can be enabled at an additional cost FE MDLsolutions Pri ou The Agent Interface would then use the CRM lead record id from the Predictive Dialer database to launch the web lead form URL for the CRM si on the agent computer through the Agent Interface ID SQL Connection String SOLUpdate Fe Server 192 168 2 96 SQLEXPRESS intial Catal SELECT ID AS Leadid TelNum AS Telephonet UPDATE SOLorCRMI 14 Server 192 168 2 96 SQLEXPRESS Initial Catal SELECT ID AS Leadld TeNum AS Telephonel UPDATE SGLorCRM Scroll right for further information gt SQL Connection String Used to connect to the CRM SQL database E 7 Help Channel ID Custom SOL Query Used to retrieve leads records from CRM database Make sure you assign the lead record id to field variable Leadid 1 If Help SQL CRM Update String Used to update a CRM lead record in the CRM database so the record is not retrieved again Ge CRM URL Template Used ta launch the CRM agent web interface He Connection Call List Name will be used to create acall list used for importing records to from your CAM SQL database Polling Interval 10000 Miliseconds 1000 to 360000 C Inclode Second Phone Number As arddiional record Agent Group x C Include Mobile Ph
34. elected call list Page 38 CALL LIST GRID ID Record id Call List Name Name of the call list Created Date the list was imported Active If the list is activated for dialing Records The number of records in the call list Records Processed The number of records processed in the call list Status If the list is active deactivated or complete Agent Group The agent group call center team that the call will be transferred to for this call list Campaign The campaign associated with the call list Page 39 Call Records The Call Records Reports tab displays all the calls that have been made by the Predictive Dialer E MDLsolutions Call Center Manager Dashboard Version 2 2 2 aie Fie Rost i hata Coviostere Help Qverview Manage Call Lists Call Records agent Performance System Reports Rurring Call Start Time Call End Time Call Length Call Term Status Ey Sy 19496919503 1262012 11 20 AM 12412012 1 48 PM AT EV_TRANSFERRED Search Records By Dialed Number v 19496818503 C seacn _ Load Cali Records 100 otrecords Delete All Call Records Load Call Records Input the amount of call records you want displayed and then click on Load Call Records Delete All Call Records Completely deletes all call records Call records are automatically deleted after 7 days but this can be changed in the dialer config file Search Records By A
35. ge to see how to use 3CX FAG Predictive Dialer for 3CX IP PBX Help To select an extension to update or delete double click in the grey area next to the extension you want to edit or delete Then edit the fields below and click update if you want to update the extension or just click delete to delete the extension To add an extension simply fill in the fields below and click add ID Name Extension Group Name Extensions in Queue Example 101 102 103 104 179 3CX Queue English 851 English i 190 111 112 113 114 115 ada update Delete C CreateDelete queue in 3CX withremove extensions Page 46 When importing your call list make sure you select the correct Agent Group for your call list Database Fields Not all fields required 102 Fred Gable 112 First Town CA 92000 USA 111111 10 10 2010 Phone Number bf First Name Last Name Company Tracking ID Social Security Number Date Of Birth mmiddiyyyy Address 1 Address 2 City State Zip Country Website URL supports parameters Call List Narne Records Imported Agent Group D Records Rejected Campaign pean Prefix Help O Ignore First Record Page 47 Configuring Call Navigation Call Flow Call navigation can be combined to run many different types of call
36. hines answering machines or people who do not accept call center calls In this case you may need to place a lot of calls at once in order to get one or two calls a minute per agent If this is the case you can simply increase the PredictiveDialerLoad value until this call rate is reached With this said you may get from time to time a called client waiting in the 3CX queue So please make sure you have a message playing for the 3CX queue that explain why this person was called and to please hold on for the next available agent Finally the PredictiveDialerLoad cannot be higher than the total amount of channels your Predictive Dialer is licensed for Page 51 Text to Speech TTS settings If you want to change the sound of the TTS voice or the speed at which it speaks then you can adjust the TTSVoice setting and the TTSRate setting Current voices that are available are Microsoft Mary Mike Sam Please look online for other Microsoft voices if need be lt appsettings gt lt add key sQlconnectionstring value Server 192 168 2 96 SQLEXPRESS Initial Catalc lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add lt add k lt add key SQLConnectionstringAIsrecords value Server 192 168 2 96 SQLEXPRESS Init key LocalIP value lTocalhost gt key 3cxcontroller value
37. ing calls through your IP PBX phone system simply create an extension in your IP PBX and enter the details above Other settings when using Agent Disposition Interface Do not forget to use our 3CX plug in 3CX only set the extension number to the queue in 3CX that you want to transfer the calls to on the Phone System Transfer List tab and use the Blind Transfer on the Navigation tab Asterisks and all other IP PBX users you need to set the extension and IP address of the actual olP phone in the Phone System Transter List l Get your instant VolP account online now 24 99 no setup fees or commitments cancel anytime Call Start Time Call End Time Start Time HH MM AMPM End Time HH MM AMIP M E Select File Configuration to set the Predictive Dialer Dialer global configuration settings Page22 FE MDLsolutions Predictive Dialer Dialer Version 1 4 4 Fle Settings Updates Purchase Help Statistics Call Lists Call Records Reports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure Average f5 Configuration File Settings SQL Connection String E erve IP address of SIP computer localhost 3CX Controller IP address s et_T0_3CX_IP_Address SMTP Server IP address localhost From Email Address maillocalhost To Email Address 1 admin localhost
38. ional If your outbound rules in 3CX require you to use a prefix to dial out of a certain VoIP provider PSTN provider then you can insert that prefix here Ignore First Records Ignores the first record in the imported comma delimited text file as this is sometimes the row that contains the column headings Records Imported Records Rejected Total records imported into the Dialer Predictive Dialer and any records that did not meat the import filter s criteria Page 7 Call Records Reports The Call Records Reports tab displays all the calls that have been made by the Predictive Dialer and allows the administrator to run specific reports GE MDLsolutions Predictive Dialer Dialer Version 1 4 4 0f _ Enquiries T T T 10 5 2011 12 15PM 10 52011 1215PM_ EV_TRANSFERRED 4 4 10 3 2011 3 51 PM 10 3 2011 3 51 PM EV_IDLE 4 4 Call Start Time Call End Time Call Term Status Chan Delete All Call Records Call Report Date Range Start Date mmiddyyyy End Date mmiddiyyyy Run Report Load Call Records 100 of records Call Report The type of report the administrator can run Date Range The Start and End date range Run Report Click Run Report once you have selected the report Call Report and set the Start and End date range Load Call Records Input the amount of call records you want displayed and then click on Load Call Records Delete All C
39. llows you to search call records by Dialed Number Call Term Status and Custom Field 1 Call Record Grid ID Record id Dialed Number that is dialed Call Start Time The time the call started Call End Time The time the call ended Call Length The length of the call in seconds This will be set if the Agent uses the Agent Interface Call Term Status What was the status of the call idle no answer disconnected or transferred to an agent Chan The Predictive Dialer channel the call is placed on Of Enquiries Reserved Page 40 Agent Performance Overview Call Center Reports The Agent Performance Overview tab displays important real time information about the agent in the Call Center and provides call center reports MDLsolutions lt ter Manager Dashboard Version 2 2 2 II Rec ae Agent Performance System Reports ae d Agent Peiformance Agent Performance Graph Average Time On Current Calls Sec Campaign new Manage Cal Lists 4111900 ele ss ss of Calis Answered Calls Disconnected Hap To viCalls Transterred But Not Updated By Agents fe raw This dae pn this tab wil be updated every 15 seconds Calls By Custom Field 1 Jictive Dialer Se come Ever uaa Basic Ro otal Calis By Can pakmi gpm Pu View Current Today w s f f Report StartDate 1262012 End Dae 1272012 Export View to CSV lao View Allows the
40. manager supervisor to view the current real time call center agent information as well as up to 7 days in the past Agent Performance Graph Allows the manager supervisor to view the current real time per agent call performance graph Export View to CSV file Any View can be exported to a CSV file for further examination processing Agent Performance Grid Agent Extension The extension number of the current agent Current Agent Status If the agent is ready to receive calls or is on a call Calls Received The total calls received for the day Average Time On Calls The average time in seconds the agent has spent on all the calls he received for the day Current Campaign The campaign the agent is working on receiving calls from Current Agent Group The Agent Group the agent is assigned to part of Calls Per Hour The amount calls the agent received in the last hour Agent First Active When the agent received his first call for the day Agent Last Active When the agent received his last call for the day Page 41 Reports Reports Simply select a report from the options displayed in the drop down box Then set the start date and end date of the calls data you want in your report then click Run Page 42 Dashboard Menu Options File Configuration Allows the user to determine which Predictive Dialer Database he wants to connect to Exit Close this application Agent Interface Configurations Configure Survey Question
41. n easily be created through Microsoft Excel using the Save As feature under the File menu option Select the list you want to work with by clicking the gray bar next to the record on the left hand side of the data grid Once the call list is selected you can either set the list to be the default dialing list by clicking on Set Call List For Dialing or you can views the list by clicking on View List or you can export the list and its results after the calls have been run by clicking on Export List and Results to CSV Finally we suggest stopping the predictive dialer when managing call lists Reprocess Calls That Where Not Transferred To An Agent Reprocess all calls that where not transferred to an agent Reprocess Calls with Disposition Reprocess calls that have a certain disposition Scrub duplicate telephone numbers from all call lists Scrubs duplicate telephone numbers from all call lists Activate Call Lists For Dialing Activate the selected call list for dialing Deactivate Call Lists For Dialing Deactivate the selected call list so it is no longer dialed View List Change Agent Group View the selected call list details and if need be change the Agent Group Call Center Team for the call list Import CSV Call List Import comma delimited text file Export List and Results to CSV Export a call list and it s results to a CSV file Delete Call List Delete selected call list Page 5 CALL LIS
42. nique keyword the administrator uses to identify an action Navigation The action s you selected for your calls to follow once the call is connected Value Value passed to action if required Check tab notes Enable If the action is enabled or disabled Page 12 Phones Queues The 3CX queue and set of extension s or extension s that the administrator wants the calls transferred to When using 3CX all calls must be transferred to a 3CX queue only EE MDLsolutions Predictive Dialer ialer Version 1 4 4 Extensions In Queue 3CX Queue 100 101 102 103 104 105 Help There are two options when cresting your transfer list 1 You can simply use VolP soft phonesiphones that except calls directly from the dialer by setting the extension up this way 100 192 168 2 100 example 100 is the actual number extension of the VoIP phone and 192 168 2 100 is the IP address of the actual VoIP phone In this scenario features like conference and transfer are not supported 2 You can also simply use an IP PBX like 3CX free version at www 3cx com Click on the F amp Q button at the bottom left of the page to see how to use 3CX FAQ Predictive Dialer for 3CX IP PBX x Help To select an extension to update or delete double click in the grey area next to the extension you want to edit or delete Then edit the fields below and click update if you want to update the extension or just click delete to delete the extension
43. one Number As addtional record v add Update Dette You can create a maximum of SOL connections j SQL Connection String The SQL connection string for the SQL Database Custom SQL Query The SQL query used for finding the leads you require in the SQL Database SQL CRM Update String Used to updated the SQL call record so it is not imported again Suggestion use DoNotPhone for MS Dynamics Polling Interval How long you want the Predictive Dialer to wait before polling your database for more records CRM URL Template The URL the Agent Interface will use to launch the CRM lead MS Dynamics only The LEAD_ID is usually put after the id between and after the two initial characters ie 7b Connection Call List Name Will be used to create a call list used for importing records to from your CRM SQL database Page 25 Select Purchase Purchase Dialer to purchase the Predictive Dialer Dialer online Guidelines have be supplied on this form FE MDLsolutions P fim Mialas Mialas Uassinan i Purchase Dialer SE canl Place your order online Amex MasterCard and Visa Please select the type of dialer you need and the amount of simultaneous channels you need the dialer to make Channels Required 69 00 Single call manual call version Transfers the call to one VoIP phone Every call is manually started by clicking dialer button Does not use a
44. or extension Page 13 Phone System Transfer List Grid ID Record id Name The name of the call center employee or 3CX Queue name Extension Extension of the call center employees phone or extension number of the 3CX queue that the calls are sent to Group Name Call center agents group call center team Extension in Queue Extensions in the 3CX queue Page 14 Agent Groups Teams The administrator will only need to create a separate agent group if multiple calls lists need to be run at the same time and transferred to different sets of extensions 8CX queues commonly known as call center teams or agent groups If this is not required just leave the default settings Example If you have 4 agents that will work with English calls and 4 agents that will work with Spanish calls and you have an English call list and Spanish call list then you can create 2 agent groups call center teams You can simply do this by adding one agent group record with 4 Simultaneous Dialer Channels and name it English Team and add another agent group record with 4 Simultaneous Dialer Channels and name it Spanish Team Remember to make sure you enable both agent group records EE MDLsolutions Predictive Dialer Pialer Version 1 4 4 Call Records Reports Do Not Call List Navigation PhonesiQueues Agent Groups Teams Time Zones Campaigns View Agents Configure Group Name Caller ID SIP Contact CallerID Simultaneou
45. ous agent calls Page 29 Reminders Reminders are set when the agent uses the Update with Reminders button Simply double click on any reminder to see the details Reminders are automatically launched when the date time becomes relevant Client Information John Phillips Telephone Number 7145551234 Get back with estimate Id Database id of the reminder Date Time Date Time that the reminder will be launched Information The information related to the reminder Page 30 Scripts Scripts are used so that agents can have pointers information available to them in order to best serve their clients Multiple scripts are supported MDLsolutions Inc Agent Disposition Interface Ver 1 21 Connected Options Help ee RO E r D Agent Interface Reminders Script Configuration Script default This is the default script for the agent to read Other additional scripts can be added Gempenames f default x Add Script To add a new script type in your script information above and then type in Update Serint a script name click Add Script Otherwise just select a script from the list Agent extension 100 Script The script text Script name The reference name for each individual script Add Script Add a new script with new information Update Script Update selected script with updated information Refresh When the script is updated by another
46. rded in the Predictive Dialer database that can be exported with the call list The value s are stored under SurveyOptions field Search Field Search the selected call record field in order to find a specific call record Search Value The value to search for Search Click button to search Comments Any comments you want to add update for the current call record Preview Dial Allows the agents to see the calls the Predictive Dialer is dialing Ready to receive calls Stop receiving calls Allows the agents to tell the Predictive Dialer when they are ready to receive calls and when they no longer want to receive calls Record On Off Allows the agent to turn on and off call recording End Call End the current call Make Call Make a call using the textbox on the left Disposition Set the disposition that best describes the result of the discussion that the agent had with the client Update Update the call record with the new disposition and any comments or fields that were changed during the call Update with Reminder Update the call records with the new disposition and any comments or fields that were changed during the call and at the same time set a date time reminder that will automatically remind you to call the client back Send SMS Text Message Use to send the current caller id an SMS message Requires user to signup to an SMS service provided through MDLsolutions Call History Keeps a selectable record of all previ
47. re using 3CX and transferring the calls to a queue within 30x set the Interface value to 3C Interface 30x 30 or Direct 6 Date format of Predicative Dialer computer server if set incorrectly SQL will return an error Date Format Default a x 7 Admin password Used to view change the Agent Interface configuration settings Will be encrypted Can be left as default Password default Password default Confirm Page 33 Once the Agent Interface has been configured to use 1 step call processing using the Agent Interface configuration application ConfigApplication exe found in the Agent Interface application folder or at time of installation the Agent Interface will then display 1 Step Call Process Enabled below the disposition panel Once the call has ended and the agent has entered all the necessary information all the agent needs to do is simply select the disposition he requires and then wait for the next call e ADLsolutions Inc Agent Disposition Interface Yer 2 40 Connected Agertiotettacs Reminders Scipt Configurstion 1 Step Cail Process Enabled Recerd 1 F dace CK Fest Nema Last Name Status Cal Ended 1 SSN DOB Date Processed Address 1 Addiess 2 Ciy State Postal Coda Zip Cong Compary Tracking IO 30X Conitrcls ony si Custom Description t EJ Custom Dasospijon 2 Sop receining cats Record Off
48. s Allows the call center manager supervisor to setup a unique set of questions in order to create a survey that the agents can use when speaking to their clients 17 MDLsolutions Call Center Manager Dashboard ersion 1 0 8 Fie Agent Interface Configurations Help Overview Manage Call Lists Call Records D Total Calls Counter o Calls Per Minute o MPI o HH MM SS System Status STOPPED MoL SOLUTIONS __ Last Status Update fe Configure Survey Survey Question 1 85 char max Survey question 1 Survey Question 2 85 char max Survey question 2 Survey Question 3 85 char max Survey question 3 Survey Question 4 85 char max Survey question 4 Survey Question 5 85 char max Survey question 5 Survey Question 6 85 char max Survey question 6 Survey Question 7 95 char max Survey question 7 Survey Question amp 85 char max Survey question 8 Survey Question 9 85 char max gt Survey question 4 Call Lists Channel Status Update Close Start Calls Stop Calls Page 43 Configure Dispositions Allows the call center manager supervisor to setup a unique set of disposition that can be used by the agents and the Dialer Predictive Dialer reporting T MDLsolutions Call Center Manager Dashboard ersion 1 0 8 File Agent Interface Configurations Help Overview Manage Call Lists Call Records gt Total Calls Counter fo Calls Per Minute fo MPI
49. s Dialer Channels Enabled Default 0 4 IIE Help You may want to assign a group of agent extensions create call center team or queues to one or a set of call lists and then set another group of agent extensions or queues to another set of call lists For example you may have one group of agents that speaks a specific language other than English and a set of call lists where that language preference is required You can then send all the calls from those language specific call lists over to the agents that speak that language 41 To create an agent group simply create a unique group name and the amount of simultaneous dialer channels that you want assigned to that group when the dialer is started After you have completed this step please assign your groups to the extensions or queues that you have under the Phone System Transfer List Only enabled groups will be used when you start the Predictive Dialer Groups that are not enabled can be stored for later use ID Group Name Caller ID SIP Contact CallerID Channel s Assigned To Group Enabled a7 etm p Je g ID Record ID Group Name The name of the agent group call center team Caller ID If supported by VoIP or PSTN provider this will be the caller id that will be shown on the receivers phone when calls are placed SIP Contact CallerID Reserved Simultaneous Dialer Channels The amount of Predictive Dialer channels you want to set to the agent
50. s Reports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure MMB Toto Calis Places 24 MB Calls Answered 44 GE Calle Not Answered 10 Wm Calis To Faxor VM 0 Canriot he run on tie same compet eS oir Vor sott phone or Your P PBX Total Call Counter Total calls placed in all call lists System Status The system status RUNNING STOPPED and COMPLETING Reasons Calls Stopped States the reason the system stopped for example user input or error 3CX Controller IP Address 3CX Only The IP address of the 3CX IP PBX that is set under the Configuration File Menu items File Configuration File settings CRM DB Connector Status The status of the CRM DB connector and the ability to start and stop the CRM DB Connector Call Errors Any SIP call errors produced while calls are being made Start Calls Starts placing calls Stop Calls Stops calls being placed user needs to wait until all calls stop normally after clicking this button FAQ Click to check the online FAQ s for help Page 3 Performance Graph Blue Total calls placed Green Calls answered Red Calls not answered Yellow Calls answered by a fax machine or by an answering machine voice mail Real time Agent Channel Information bottom right Channels Dialing Connected Total amount of channels simultaneously dialing and the total amount of calls currently connected Currentl
51. s started After you have completed this step please assign your groups to the extensions or queues that you have under the Phone System Transfer List Only enabled groups will be used when you start the Predictive Dialer Groups that are not enabled can be stored for later use ID Group Name Caller ID SIP Contact CallerID Channel s Assigned To Group Enabled 99 Spanish lo BS 2 1 v Page 45 Now create 3CX queues using the Agent Groups you created above and assign your extensions for that Agent Group Call Center team Note The 3CX queues that you create in this Predictive Dialer tab will be automatically created in 3CX for you by the Predictive Dialer GE MDLsolutions Predictive DialerMialer Version 1 4 7 xtensi _ Extensions In Queue 3CX Queue Spanish 100 101 102 105 104 105 3CX Queue English Engli 110 114 112 113 114 115 Help There are two options when creating your transfer list 1 You can simply use VoIP soft phonesiphones that except calls directly from the dialer by setting the extension up this way 100 192 168 2 100 example 100 is the actual number extension of the VolP phone and 192 168 2 100 is the IP address of the actual YolP phone In this scenario features like conference and transfer are not supported 2 You can also simply use an IP PBX like 3CX free version at www 3cx com Click on the FAQ button at the bottom lett of the pa
52. stalled on Extension Extension of the agent Agent Status If the agent is ready to receive calls or is on a call Last Status Update The last time the agent clicked on Ready to receive calls Page 19 Configure Configuration is used for configuring global settings Please note there are additional global settings for the Predictive Dialer Dialer config file Page 19 G MDLsolutions Predictive Dialer Dialer Version 1 5 3 Predictive Dialing Algorithm Medium Medium call rate some calls may have to hold in a queue w Call Answer Timeout jis Seconds SIP Registration Device Information to ATA VoIP Gateway VoIP Provider or IP PBX nn Rani j User ID 200 Password Server 192 168 2 72 Realm Question 3cxPhoneSystem Status Registered ij C Check to simply enter IP Address of SIP Gateway Provider Server where calls will be sent do not register Help If you are using an instant online account sipstation com then simply set the User ID to SIP Username Password to SIP Password and the rest has been filled in for you Just click Register and you are good to go The sipstation com accounts are good for 2100 minutes of calling a month If you need more minutes simply call MDLsolutions or Bandwidth com to upgrade your account Asterisk users please enter asterisk in the Realm Question field 3CX users please enter 3CXPhoneSystem in the Realm Question field If you are not
53. sure of your Realm question simply run a Vvireshark PCAP trace while trying to register and look under 407 Proxy Authentication Required or email the PCAP to support mdlsolutions com If you are making calls through your IP PBX phone system simply create an extension in your IP PBX and enter the details above Other settings when using Agent Disposition Interface Do not forget to use our 3CX plug in 3CX only set the extension number to the queue in 3CX that you want to transfer the calls to on the Phone System Transfer List tab and use the Blind Transfer on the Navigation tab Asterisks and all other IP PBX users you need to set the extension and IP address of the actual VoIP phone in the Phone System Transfer List Get your instant VoIP account online now 24 99 no setup fees or commitments cancel anytime Call Start Time Call End Time 12 01 AM 11 25 PM ID Start Time HH MM AM PM End Time HH MM AMPM Add Update Delete Run on Weekends Sat Sun Build 010320210102 Predictive Dialing Algorithm Set the Predictive Dialer to the user selected algorithm Options Exact Makes sure there is an agent available for each call Medium Medium call rate some calls may have to hold in the 3CX queue High High call rate extra calls will be waiting in the 3CX queue Max As many calls as possible extra calls will wait in the 3CX queue Call Answer Timeout The amount of
54. te Processed The date the call record was processed Page 28 Address 1 The first address of the client that has been transferred to the agent Address 2 The second address of the client that has been transferred to the agent City The city of the client that has been transferred to the agent State The state of the client that has been transferred to the agent Postal Code Zip The postal code or zip code of the client that has been transferred to the agent Country The country of the client that has been transferred to the agent Company The company of the client that has been transferred to the agent Tracking ID A custom transaction id that can be set by the agent or call list provider Custom 1 A custom field that can be set by the call center manager or agent Custom 2 A custom field that can be set by the call center manager or agent Custom 3 A custom field that can be set by the call center manager or agent Custom 4 A custom field that can be set by the call center manager or agent Auto Launch URL EXE Will automatically launch the website URL or application EXE that is directly related to the call list when checked This can be defined when the call list is imported through the Dialer Predictive Dialer Launch Test the URL EXE related to the call list record Survey Allows the agent to ask the person dialed a set of questions that were previously defined by the Call Center Manager Dashboard and that are reco
55. to check for answering fax machines first before transferring to 3CX GE MDLsolutions Predictive DialerMialer Version 1 4 7 Statistics Call Lists Call Records Reports Do Not Call List Navigation Phones Queues Agent Groups Teams Time Zones Campaigns View Agents Configure Action Keyword Human Voice Detect AnsMachineDet Transfer 3CX Queue Blind Transfer 3CX EndCall Endcal Help To select an action to update or delete double click in the grey area next to the action you want to edit or delete Then edit the fields below and click update if you want to update the action or just click delete to delete the action To add an action simply fill in the fields below and click add Do not forget to add our 3CX plug in if you are using Blind Transfer Note When using AnsMachineDet you can specify if you would like the Predictive Dialer to delay disconnecting the call when it finds an answering machine By simply adding a delay in milliseconds in the value field when updating AnsMachineDet Record ID Action Keyword Action Value Enable Page 49 Call navigation for checking for an answering machine and leaving a message if one is detected after the call is connected GE MDLsolutions Predictive DialerMialer Version 1 4 7 welcome wav Help To select an action to update or delete dou
56. y MDLsolutions support Page 35 4 Predictive Dialer Dialer Call Center Manager Dashboard Performance graph monitoring analytics Overview The Overview is used to monitor the call center real time it displays the agents call lists and channels and allows the user to manage and run call lists T MDLsolutions Call Center Manager Dashboard Version 2 2 2 eee Ovendew Manage Call Lists Call Records Agent Poiformance System Reports Buning Total Calls Counter 92512 Calls Per Mime 0 HIRMMESS System Status STOPPED MoL SOLUTIONS All grapte are measured in calle par minute 18 MM Tota Calis Ptaced 0 WE Calls Answered a BE Calls Not Answered O E Cells To Faxar VM g 0 5 R p Agent Group Pretormance Agents WB Ageri Group Calls Placed 0 GB Calls Answered 0 W Calls Not Answered 0 E Calls To Faxo VM 0 Call List Performance Call Lists 0 CallList Name Created Records Processed Status Agent Group gt aenea 113072012 o 50073 compete Defaut 37 PrefixNineHundredCall 1430 2012 42436 Deactivated Defaultt PrefixElghtiautiiumbers 1254 2012 Activated Default1 40 Start Calls Stop Calls Performance Graphs All performance graphs are broken down as follows Blue Total calls placed Green Calls answered Red Calls not answered Yellow Calls answered by a fax machine or by an answering machine voice mail First Graph Total calls placed in all call lists Second Graph
57. y connected indicator only applies to Bridge Mode Agents Waiting For Calls The total amount of agents waiting for new calls Channel Grid Channel ID Numeric id of channel Record ID The database record ID that is being processed Number The telephone number being dialed by the Dialer Predictive Dialer Enquiries Reserved Call Status The current status of the call for example connected transferred disconnected and idle Action Info The user inputted action keyword text info that relates to the actual action being processed Page 4 Call Lists The Call Lists tab is used to upload and manage your imported call lists Currently only comma delimited text files can be imported Multiple call lists can be run simultaneously and if need be you can set multiple call lists to multiple call center teams agent groups GE MDLsolutions Predictive Dialer Dialer Version 1 4 4 Eg Created Status Agent Group Campaign 110 112011 0 Complete Default Default ie Reprocess Calls That Where Not Transferred To An Agent J Activate Call List For Dialing Import CSV Call List Reprocess Calls with Disposition x Deactivate Call List For Dialing Export List and Results to CSV Scrub duplicate telephone numbers from all call lists View List Change Agent Group Delete Call List Help Import any CS text file into the dialer by clicking on Import CSV These List s ca
58. your Predictive Dialer Dialer configured quickly go to our online FAQ s at http www mdlsolutions com DialerFAQ aspx Select the FAQ that best describes what you are trying to do and then use this user manual as an additional reference If you run into an issue please look over our online forum for additional help http www mdlsolutions com Forums Important Links Setup the Predictive Dialer to work with 3CX http www mdlsolutions com DialThrough3CX aspx Setup and play recorded messages with the dialer http www mdlsolutions com DialerPlayPrompt aspx Install 3CX plug in http www mdlsolutions com PlugIn aspx Install Agent Interface http www mdlsolutions com AgentDisposition aspx Dealing with errors http www mdlsolutions com ErrorHelp aspx Information on importing records into the MDLsolutions Dialer Predictive Dialer http www mdlsolutions com manuals ImportingRecordsDialerPredictiveDialer padf Predictive Dialer Dialer Statistic Performance Monitoring See Call Center Dashboard for additional performance graphs analytics The Statistics tab gives the Dialer Predictive Dialer administrator a general overview of how the Dialer Predictive Dialer is progressing It also allows the administrator to start stop the calls and start stop the DB connector GRMDLsoktions Predictive Dialer Dialer Version 2 5 8 Production Release Fie Settings hosted Updates Purchase Help Statistics Cai Lists Call Record

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