12 - user guide - quickcallclient presentation.pdf
TRANSCRIPT
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Cube QuickCall Client
Overview Features Know Your Application User Interface Details
(UI)
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Overview
Runs on Windows XP, Vista, 7, 2003 Server Common Client Application for Server Based Dialer as well
as when integrated with EPABX. Has inbuilt support for SIP and H323 and no extra software
required. Has basic CRM inbuilt which helps agent to save caller
information and history.
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Features
Seperate Agent and Extension - Each Agent to have a seperate user id and extension so that he/she can login to QuickCall Dialer.
Call History Tracking All call received are tracked and reports are avaialble for analysis. Agent can as well view the calls received on his extension.
Scheduled Calls Tracking All callbacks are automatically tracked and necessary pop up is provided to agent on the scheduled time. Agent can as well see the calls on a list window.
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Feature Continued...
Different Break Selection Option to select different break type including work and rest break.
Recording Calls are recorded automatically or can be agent activated as well.
Control your Phone through PC Provides Soft Phone Inteface to control your physical phone.
CRM On New Call Every Time New call pop up provides basic CRM requirement to store and display customer information.
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Feature Continued...
Calls in Queue Notification When ever there are calls in queue and all agents are busy then every agent logged in that campaign will be notified for the same.
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User Interface Details
User Interface consist of Login Screen Main Screen Service Menu New Call Pop Up
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Login Screen
Campaign Selection For Login
QuickCall Server IP Address
Agent ID for Login
Agent Password
Agent Extension where call should
ring
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QuickCall Client Main Screen Details
Login Agent ID Login Campaign IDLogin Extension
No of Calls In Queue
Agent Extension Current State
Duration since current state
Login Since 00:00 Hrs
Rest Break Since 00:00 Hrs
Phone Physically not ready since 00:00 Hrs
Work Break since 00:00 Hrs
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QuickCall Client Service Menu
Service Menu on Main Screen
Service Menu on System Tray
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Agent Log Display Call HistorySelect Campaign.
Default = Login Campaign
Call Statistics
Call Details
Refresh List
Change Agent Comments/Remarks
Change Call Status
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Manual Pass for Agent to Request New/Existing Number for DialingPhone
Number to be Dialed.
Request generated by
Agent
Name of the contact person
Name of the contact person
Set Priority CallBack or
Urgent. Urgent having more
priority
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Manual Pass (Search Existing Data)
Search From Database.
Enter Phone Number, or
Name or Remarks(Lea
dset ID) or combination
of any 3
Include Alternate
Number and preferred
number Fields as well in search
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Display Scheduled Calls for Login Agent
To Date for Search
Total CallBack till selected
date
Total Urgent Calls till
selected date
Total Scheduled
Calls till selected date
Call List
Request Dialer to Dial
Now
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Change Agent Password
Enter Present Password
Enter New Password
ReEnter New Password
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CTI Soft Phone Controls
Phone State
Disconnect Call
Answer Call (Only in case of TAPI Support phone or
Inbuilt SIP/H323
Unhold a Call already put on HOLD
Conference Connected Calls
Put Connected Call on HOLD
Transfer Connected Call
Enter Phone Number/ AgentID/ Agent
Extension/ CampaignID to be dialed
Dialer Diales out after number is entered
Dial Pad for input number IVR when SIP/H323 interface
is used
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How to go on Break
Step1: Select Break Type
Step2: Popup on Agent Desktop when agent select Break
Step3: Select Continue to exit from Break
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Preview Window on Callback Calls
Preview Timer. To be accepted
within 30 sec else it is rejected
automatically
Last Call Dial details with
Agent remarks
Reject Preview and call will not be dialed out
Scheduled Date and Time of call
Accept Preview and call will be dialed out.
First to agent and then to displayed number
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New Call Pop UP Details Tab
CampaignID for which the call came
Caller ID in Case if Inbound Campaign and Number
dialed for Outbound Camapign
Open CTI Soft Phone Interface
To Drop Connected Calls
Update Details other than Phone Number
Call State like Offering, Connected, Hold, Wrap
Leadset Id or Remarks entered while uploading
data. In case of Callbacks it is prefixed with callback and for
urgent it is prefixed with Urgent
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New Call Pop UP Call History Tab
Call History with Details like Call Date and Time, Call Duration,
Agentid to which it was connected, Call disposition and agent
comments or remarks
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New Call Pop UP Remarks Tab
List of Call Disposition/Status to be
entered every time to wrap the call. Values can be listed campaign wise.
Property of Selected Call Dispostion. It can be
Contact, Burnt, Sale or Followup or caombination
of any 4 options.
Click on Apply & Close to wrap present call and get ready to receive next call.
Click on Apply & break to wrap present call
and go on break.
Click on Apply & Logout to wrap present call and
Logout
Check this if it this contact is to be dialed again some other time. This feature is allowed only when Burnt is not
checked
Mention redial date and time. This is as per time
zone set if defined
Check this if call has to be redialed to same
agent. If not checked the call will eredialed to any
agent login to this campaign
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New Call Pop UP Extra Info Tab
20 More Text Fields Provided to dispaly any information or rather ask agent to
update the information as well.
Each Field can be free text or list box along with free text. Each Field can be set campaign wise
Name of Each Field. This can be defined
campaign wise.
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New Call Pop UP Ivrs Data Tab
Displays the value of variable initialized during IVR FlowName of vairable
initialized in IVR
Value of Variable or IVR Input Provided
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Thank You
For any Further help, Please contact your administrator or Cube Software Pvt Ltd. Email: [email protected]
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