MDLsolutions – Dialer/Predictive Dialer · a Predictive dialer. Step 3: (If you have a do not...

November 18 2009 - Release 1.1

For All Your VoIP Requirements

Instruction Manual forMDLsolutions – Dialer/Predictive Dialer


CONTENT

ITEM PAGE

1. Getting started quickly . . . . . . . . . . . . . . . . . . . . . 2

2. Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

3. Navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

4. Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

5. Call Records . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

6. Do Not Call List . . . . . . . . . . . . . . . . . . . . . . . . . 9

7. Phone System Transfer List . . . . . . . . . . . . . . . . . 10

8. Configuration . . . . . . . . . . . . . . . . . . . . . . . . . .11

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GETTING STARTED QUICKLY

Step 1: Click on the “Records” tab and import you .CSV call records.

Step 2: Click on the “Navigations” tab and select the action you want to use when calling out. This is where you determine if you want the dialer to be just a dialer or a Predictive dialer.

Step 3: (If you have a do not call list) Click on “Do Not Call List” tab and import the .CSV list and click “Scrub”.

Step 4: (Only for predictive dialing with extensions): Click on ”Phone System Transfer List” and add one or more extensions to the ”Phone System Transfer List”, that you want your outbound calls transferred to.

Step 5: Click on “Configuration” tab and set your SIP endpoints. Outbound calls get set to your Internet voice provider, or Analog/Digital gateway/ATA. A Gateway/ATA is available through MDLsolutions stating at $70.00. You can also email for a list of certified Internet voice providers. “Transferred Calls” is set to your IP phone system or IP Phone/s. If you have multiple IP Phones and no IP Phone system, then add the IP Address to the end of the extension number in the “Phone System Transfer List”. Then set the call start time and end time.

Step 6: Click on “Statistics”, set the “Database Record ID” to your first record (ID), in the “Records” tab, and then click “Start Calls”. It is that simple!

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STATISTICS

Reset Counter: Press this button to reset all counters.

Total Call Counter: Total calls placed.

Total Enquiries Counter: The total amount of action loops in one call.

System Status: The system status RUNNING, STOPPED and COMPLETING.

Reasons Calls Stopped: States the reason the system stopped, for example, user input or error.

Database Record ID: The Record ID + 1, that the dialer is currently processing. You can change this manually and use the set button to set it in the database, if you want to start from a different record “ID” in the database.

Set: Used to set the Record ID in the database.

Start Calls: Starts placing calls.

Stop Calls: Stops calls being placed, user needs to wait until all calls stop normally, after clicking this button.

Statistics

Reset Counter: Press this button to reset all counters.

Total Call Counter: Total calls placed.

Total Enquiries Counter: The total amount of action loops in one call.

System Status: The system status RUNNING, STOPPED and COMPLETING.

Reasons Calls Stopped: States the reason the system stopped, for example, user input or error.

Database Record ID: The Record ID + 1, that the dialer is currently processing. You can change

this manually and use the set button to set it in the database, if you want to start from a different record “ID” in the database.

Set: Used to set the Record ID in the database.

Start Calls: Starts placing calls.

Stop Calls: Stops calls being placed, user needs to wait until all calls stop normally, after clicking this button.

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CHANNEL GRID

“Channel ID”= Numeric id of channel.

“Record ID” = The database record “ID” that is being processed.

“Account Number” = The “Account Id” in the database, may be used as an additional reference.

“Enquiries” = The enquiry/action loop being processed.

“Call Status” = The current status of the call, for example, connected or disconnected.

“Action Info” = The keyword info that relates to the actual action being processed.


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NAVIGATION

Navigation Grid: “Id” = action record id “Action Keyword” = the keyword you used to identify your action “Navigation” = the action/s you selected for your call/s “Value” = value passed to action if required.

Record ID: The action record id.

Action Keyword: The identifier used when adding an action.

Action: The actual action that is performed, once the call is made.

AnsMachineDetMessage: If an answering machine is detected, then is leaves a message, if not, it continues to next action.

Navigation: One tone option, such as 1,2,3,4,5,6,7,8,9,0.#,*.

Response: ASR feature, not available in this version.

DBField: Will send the information in the database field referenced by the action value. These fields are in the AISRecords table in the MDLsolutionsDialer database.

Multiple Navigation: Allows you to send multiple tones and database fields, for example, 1,2 AccountName.

Navigation

Navigation Grid: “Id” = action record id

“Action Keyword” = the keyword you used to identify your action

“Navigation” = the action/s you selected for your call/s

“Value” = value passed to action if required.



Action: The actual action that is performed, once the call is made. AnsMachineDetMessage: If an answering machine is detected, then is leaves a message,

if not, it continues to next action.


Response: ASR feature, not available in this version. DBField: Will send the information in the database field referenced by the action value.

These fields are in the AISRecords table in the MDLsolutionsDialer database.


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NAVIGATION (continued)

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.

Transfer: Transfer the dialer call, to the next available extension in the extension list “Phone System Transfer List”.

End Call: Ends the dialed call.

Value: The value that is passed to the action.

**Additional actions**Additional actions will be developed from time to time, and will be supplied free of charge to those clients that have support contracts.Should you need an additional action to support your calling process, please contact MDLsolutions and we will do our best to help you. There may be an additional charge for an additional action.

Navigation

Navigation Grid: “Id” = action record id

“Action Keyword” = the keyword you used to identify your action

“Navigation” = the action/s you selected for your call/s

“Value” = value passed to action if required.



Action: The actual action that is performed, once the call is made. AnsMachineDetMessage: If an answering machine is detected, then is leaves a message,

if not, it continues to next action.


Response: ASR feature, not available in this version. DBField: Will send the information in the database field referenced by the action value.

These fields are in the AISRecords table in the MDLsolutionsDialer database.


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RECORDS

Record Grid: “ID”= record id“Phone #”= number that is dialed / “Acc ID”= additional DB field for your use. “Name”=additional DB field for your use / “Phone”= additional DB field for your use.“Extended Data”= additional DB field for your use.“DOB”=additional DB field for your use.“Proc”= shows if record was processed or not“Proc Date Time”= time and date record was processed“Results”= used for ASR not supported in this version“Last Action”= last action that was processed“Call Status”= status of call when the call ended

Previous: Moves to previous call record.

Next: Moves to next call record.

Import: Imports call records from CSV files only, can easily be created using Microsoft Excel or Microsoft Access.

Records

Record Grid: “ID”= record id “Phone #”= number that is dialed / “Acc ID”= additional DB field for your use. “Name”=additional DB field for your use / “Phone”= additional DB field for your use. “Extended Data”= additional DB field for your use. “DOB”=additional DB field for your use. “Proc”= shows if record was processed or not “Proc Date Time”= time and date record was processed “Results”= used for ASR not supported in this version “Last Action”= last action that was processed “Call Status”= status of call when the call ended Previous: Moves to previous call record. Next: Moves to next call record. Import: Imports call records from CSV files only, can easily be created using Microsoft Excel or Microsoft Access.

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CALL RECORDS

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.

“Call Term Status”= how did the call end, normally or with an issue.“Chan #”= the channel the call is paced on.“Call Status”= number of enquiries/action loops in the call.



Call Records

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. “Call Term Status”= how did the call end, normally or with an issue. “Chan #”= the channel the call is paced on. “Call Status”= number of enquiries/action loops in the call. Previous: Moves to previous call record. Next: Moves to next call record.

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DO NOT CALL LIST

Call Record Grid: “ID”= record id“Phone Number”= phone number to be scrubbed from the records table.“Complete Name”= the name that is related to the phone number.“Complete Address”= the address that is related to the phone number.

Scrub: Deletes all records that have matching phone numbers in the “Records” table.



Import: Imports call records from CSV files only, can easily be created 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”.

Do Not Call List

Call Record Grid: “ID”= record id “Phone Number”= phone number to be scrubbed from the records table. “Complete Name”= the name that is related to the phone number. “Complete Address”= the address that is related to the phone number. Scrub: Deletes all records that have matching phone numbers in the “Records” table. Previous: Moves to previous call record. Next: Moves to next call record. Import: Imports call records from CSV files only, can easily be created 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”.

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PHONE SYSTEM TRANSFER LIST

Phone System Transfer List Grid: “ID”= record id“Name”= the name of the call center employee.“Extension”= extension of the call center employees phone, that the calls are sent to. “Note”= any additional information you want to add.

ID: Record ID.

Name: The name of the call center employee.

Extension: Extension of the call center employee’s phone.

Note: Any additional information you want to add.

Phone System Transfer List

Phone System Transfer List Grid: “ID”= record id “Name”= the name of the call center employee. “Extension”= extension of the call center employees phone, that the calls are sent to. “Note”= any additional information you want to add. ID: Record ID. Name: The name of the call center employee. Extension: Extension of the call center employee’s phone. Note: Any additional information you want to add.

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CONFIGURATION

Call Rate: The amount of calls you want the dialer to place in an hour, “0” will place a call every time the transferred extension is available.

Max Call Transfer Timeout: The max amount of time you keep the answered call on hold before transferring it. Once timeout is achieved call will be disconnected.

Max Call Timeout: The max length of any call in seconds.

SIP Registration/Device Information (Outbound Calls): SIP User ID: The user ID required by the SIP endpoint in order for you to register. SIP Password: The password required by the SIP endpoint in order for you to register. SIP Server: The IP Address of the endpoint you are registering with or/and sending your outbound calls to. Status: If your registration was successful or not. Register: Click the registration button to submit your registration information to the SIP endpoint.

Configuration

Call Rate: The amount of calls you want the dialer to place in an hour, “0” will place a call every time the transferred extension is available. Max Call Transfer Timeout: The max amount of time you keep the answered call on hold before transferring it. Once timeout is achieved call will be disconnected. Max Call Timeout: The max length of any call in seconds. SIP Registration/Device Information (Outbound Calls): SIP User ID: The user ID required by the SIP endpoint in order for you to

register. SIP Password: The password required by the SIP endpoint in order for you to

register. SIP Server: The IP Address of the endpoint you are registering with or/and

sending your outbound calls to. Status: If your registration was successful or not.

Register: Click the registration button to submit your registration information to the SIP endpoint.

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CONFIGURATION (CONTINUED)

SIP Registration IP PBX Information (Transferred Calls): SIP User ID: The user ID required by the endpoint in order for you to register. SIP Password: The password required by the endpoint in order for you to register. SIP Server: The IP Address of the endpoint you are registering with or/and sending your inbound/extension calls to. Status: If your registration was successful or not. Register: Click the registration button to submit your registration information to the SIP endpoint.

Start Stop Time Grid: “ID”= record id“Call Start Time”=the time you want the calls to start dialing.“Call End Time”=the time you want the calls to stop dialing.

ID: Record ID.Start Time: The time you want the calls to start dialing, in 24 hour format.End Time: The time you want the calls to stop dialing, in 24 hour format.

Configuration

Call Rate: The amount of calls you want the dialer to place in an hour, “0” will place a call every time the transferred extension is available. Max Call Transfer Timeout: The max amount of time you keep the answered call on hold before transferring it. Once timeout is achieved call will be disconnected. Max Call Timeout: The max length of any call in seconds. SIP Registration/Device Information (Outbound Calls): SIP User ID: The user ID required by the SIP endpoint in order for you to

register. SIP Password: The password required by the SIP endpoint in order for you to

register. SIP Server: The IP Address of the endpoint you are registering with or/and

sending your outbound calls to. Status: If your registration was successful or not.

Register: Click the registration button to submit your registration information to the SIP endpoint.

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MDLsolutions – Dialer/Predictive Dialer · a Predictive dialer. Step 3: (If you have a do not...

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