***************************** Predictive Dialer Setup Guide ***************************** *This is a copy of the email that you should have recieved when you signed up to use our service* Connect to your server using your browser of choice. We recommend using Google Chrome which can be downloaded `here `_. Please ensure that you have the latest version of flash which can be downloaded `here `_ **Login to the system using the URL and username provided by our support team.** Setup DB Fields =============== The first step is to **setup fields** that will be used in the systems database to store your contact list. By default there is only one field present on the system. This is the phone field that is used to store the your contacts telephone number. You should create additional database fields to store information about the contact such as name, address, company etc. The information will be displayed on the agent's screen when they have a call connected to them. These fields are specified per account and cannot be changed from campaign to campaign. 1. Log into the system 2. Go to **Admin** by clicking the *person icon* on the lower part of the navigation area. 3. Under the **Setup** panel, click **Setup Database Fields**. 4. Below, you will see the interface for customising your database. Type a new name into the name box and click add field. Repeat this process until you have all the fields you require. .. image:: images/Setup-DB-fields.png :width: 600px Add Users to the System ======================= 1. Go to **Admin**. 2. Click **Create New User** button on the top right hand corner of the screen. 3. You can either load settings from an exisiting user or create a new one. 4. Fill in fields. There are 3 tabs: ``User Data tab``: contains required user information. ``Privileges tab``: lets you choose what the user is allowed to do or access. ``Tabs & Appearance``: let's you control what pages / features a user will see. Specify a Connection Method =========================== **Specify a connection method** for each user. We support 4 connection methods Telephone Dial in, SIP phone, SIP PBX and Web Phone. ``Telephone Dial-In``: User calls local access number. ``SIP Phone``: Software or hardware like x-lite or zoiper. ``SIP Address (PBX)``: For asterisks pbx users (advanced). ``Web Phone``: Browser based web phone. If you plan on using a SIP phone, we recommend first using the `MyVoIPSpeed `_ to ensure a quality connection. If a quality connection cannot be established we recommend using a normal phone to dial into our access number using the Dial-In method. 1. Go to **Admin**. 2. Under each **User**, you will see an array of icons. Click the **Edit Connection Method** icon. This is a *blue icon* that looks like a *wifi connection signal*. 3. Select the connection method for the user. At the bottom of the screen, the connection information will be given which will differ depending on the connection type used. .. image:: images/voice-connection-settings.png :width: 600px Configure the List View ======================= **Configuring the list view** allows you to specify which database fields are shown when viewing the contacts via the List view. Adding database fields to the List view allows users to search based on the content of these fields. If a field is not added in the Change List View Appearance window you cannot use it as a search criteria. 1. Go to **Settings** by clicking the *cog icon* on the lower part of the navigation area. 2. Under the **General Propoerties** panel, click **Change List View Appearance**. 3. Select the column then click the right arrow to add to the *currently selected list*. Click the left icon to remove. .. image:: images/list-view-appearance.png :width: 600px Create a New Campaign ===================== 1. Go to **Campaigns** page by clicking the Campaigns link on the navigation area. 2. Click the **Create New Campaign** button on the top right hand corner of the screen. 3. You can either load settings from an existing campaign or create a new one. If this is your first Campaign, you cannot use the **Load Settings From** feature. This is used to copy setting from an existing campaign to the new one you are creating. 4. Fill in the fields: ``Name``: Name of campaign. ``Description``: Description of campaign. ``Caller ID Name / Number``: Caller ID to use on calls made. It must be a valid phone number. Do not use 800 numbers. ``Limit Calling hours``: Select check box and calling times to prevent dialing at inappropriate or unwanted times ``Dial Rate override``: This is the number of lines assigned to an agent ``Wait for agent``: This is the amount of time in seconds a contact will wait for an agent before being hungup. ``Use AMD``: Click to enable Answer Machine Detection. ``Record all``: Click to record all agents calls in the campaign. .. image:: images/new-predictive-campaign.png :width: 600px Upload Contacts / Leads ======================= 1. Upload contacts by clicking the *plus* icon under the newly created Campaign. 2. Follow the onscreen instructions: 1. Select a CSV file by pressing **Load CSV File**. Make sure that your CSV file have column names that match the field names that you are using. As a minimum you should have a column named phone in your CSV file. If you do not have this column named in the CSV file you will get import errors. .. note:: If your contacts file is in Excel format, re-save it by clicking the File menu then click "Save As" and then choose CSV format. 2. Select the appropriate field for the columns. 3. Once you have all the database fields all correctly associated, proceed to the check boxes. ``Randomize`` *leave checked*: The Dialer will randomize the order in which the contacts are called in. ``Prevent Duplicate Phone Number in File``: Duplicate numbers will be automatically scrubbed. ``Prevent Duplicate Phone Numbers in Campaign``: Check and scrub duplicate numbers in the campaign. ``Scrub Against Our Do-Not-Call List``: Checking this box will remove Federal Do Not Call numbers from your list. Finally, always check the ``I am Allowed to Call these Contacts``. Otherwise, you won't be able to upload the contacts. 4. When complete, press Upload. .. image:: images/upload-contacts.png :width: 600px 3. Once uploaded, press the green *refresh icon* under the newly created **Campaign** to confirm your .CSV has been imported correctly. You will receive an email from the system when import is complete. Should you have any issues with this import please review the email. Begin Calling ============= Login as an agent using a user that you created in Step 2. Once logged in, you will be brought to the **Dashboard**. Click the newly created *Campaign* under the **Predictive Campaigns** panel to begin calling. .. image:: images/pd-list.png :width: 600px Make A Call via Web Phone ------------------------- Check Voice Connection ^^^^^^^^^^^^^^^^^^^^^^ First, verify if you have the right connection method. 1. Go **Settings** by clicking the *cog icon* at the bottom of the navigation area. 2. Scroll down to **Voice Connection** panel and click **Change Voice Connection Settings** button. 3. Choose **Web Phone** from the options and click **Save Changes** button. .. image:: images/voice-connection-webphone.png :width: 600px Dial-In ^^^^^^^ 1. **Login to the system** using the URL and username provided by our support team. 2. Choose a *Campaign* from the **Predictive Campaigns** panel. .. image:: images/pd-list.png :width: 600px 3. The dialer will ask for your permission to use your microphone / camera. .. image:: images/mic-cam-permission.png :width: 400px 4. Here you will see the **Contact View**. Begin making calls by clicking the *phone icon*. .. image:: images/contact-view.png :width: 600px 5. The status of the call will change from waiting to talking once you made contact. .. image:: images/waiting-webphone.png :width: 600px .. image:: images/talking.png :width: 600px 6. Use the control buttons to hangup, transfer, or move to the next call. You can also choose to automatically move to the next call by checking the ``Upon disposition, load next call`` checkbox. Make A Call via SIP Phone ------------------------- Check Voice Connection ^^^^^^^^^^^^^^^^^^^^^^ First, verify if you have the right connection method. 1. Go **Settings** by clicking the *cog icon* at the bottom of the navigation area. 2. Scroll down to **Voice Connection** panel and click **Change Voice Connection Settings** button. 3. Choose **SIP Phone** from the options and click **Save Changes** button. .. image:: images/voice-connection-sip.png :width: 600px Download and Configure SIP Phone ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ For this demo, we will use X-Lite. It is a free VoIP SIP softphone by Counterpath. Go ahead and download it `here `_. 1. Launch X-Lite. 2. Go to Preferences then Accounts tab. 3. Add an account using the credentials found in your **Voice Connection Settings**. 1. Go to **Settings** 2. Scroll down to **Voice Connection** panel then copy the settings to X-Lite. .. image:: images/voice-connection-panel.png :width: 600px Voice connection 3. If the settings are correct, your X-Lite status should now become *Available*. .. image:: images/x-lite.png :width: 400px Dial-In ^^^^^^^ 1. **Login to the system** using the URL and username provided by our support team. 2. Choose a *Campaign* from the **Predictive Campaigns** panel. .. image:: images/pd-list.png :width: 600px 3. Here you will see the **Contact View**. Begin making calls by clicking the *phone icon*. .. image:: images/contact-view.png :width: 600px 4. The status of the call will change from waiting to talking once you made contact. .. image:: images/waiting.png :width: 600px .. image:: images/talking.png :width: 600px 5. Use the control buttons to hangup, transfer, or move to the next call. You can also choose to automatically move to the next call by checking the ``Upon disposition, load next call`` checkbox.