Go Autodial Manual

GoAutodial™ Beginner’ Beginner ’s Manual The Goautodial Beginner’s Manual explains in detail each options on the system. The manual is meant to help people who are new to Goautodial. This is in no way a complete manual and expect revisions to be constantly introduced in order to update our users and provide relevant information regarding our service. This is a collaborative effort by the Goautodial Team combining their technical expertise and creative talent to bridge the information gap among the end users. It is our earnest wish to help you understand the system to better help your business grow with us.

Table of Contents 1 – Foreword 2 – Table of Contents 3 - Login Page 4 – Admin Guide 5 – Dashboard 6 – The Header 7 – Campaign Definition and the Campaign Screen 8 – Campaign Settings Screen 9 – Campaign Advanced Settings Part 1 10 – Campaign Advance Settings Part 2 11 – Pause Codes 12 – Hot Keys Tab 13 – Hot Keys Figure 1.1 14 – Hot Keys Figure 1.2 15 – Scripts 16 – Figure 1.4 Scripts on Agent UI 17 – List Screen 18 – Customs Field Tab 19 – Loading Leads 20 – Figure 1.5 Sample Lead File 21 – Users Screen

22  – User Info Icon 23 – Voice Files Screen 24 - Reports and Analytics Screen 25  – Statistical Report 26  – Agent Time Details 27  – Agent Performance Detail 28  – Dial Statuses Summary 29  – Sales Per Agent 30  – Sales Tracker 31  – Inbound Call Report 32  – Export Call Report 33  – Sample Spread sheet for Export Call Report 34  – Dashboard Report 35  – Call History 36  – Recordings Screen 37  – Lead Information 38  – Support Screen 39  –  Agent Guide 40-41  – Setting up the Agent 42  – The Agent Screen 43  – Transferring a call 44  – Disposition Page 45 - Credits

Login Page

Admin Login

Agent Login

Chat Support

Clicking help will open a pop-up window that allows cloud users to chat with tech support.

Admin Guide The following pages will discuss in detail the different settings you will use as the account admin.

Dashboard

Today’s Status

Header

Agent’s Status

Applications Menu Agent’s and Phones

Account Info

The Header

Logout Function. Date and time are based on the time zone of the workstation being used.

Allows you to change admin login credentials.

Allows you to change the overall layout of your dashboard.

Applications Menu Dashboard Button Button  - Quits current screen and takes you back to the Dashboard Telephony Button Button - Allows you to edit Campaign, Inbound, Lists, Scripts, Users and Voice File Settings

Call Reports Button Button - Allows you to generate a comprehensive spread sheet report on all calls and agent activity

Recordings Button – Allows you to download recordings on your local drive and listen to them. This option will also allow you to search for a specific recording. Search filters include; Search by phone number, search by agent, search by time and date

Support Button  – Allows you to create and track tickets, chat live with goautodial techs, regarding issues and concerns with your Goautodial account.

Campaign Definition and the Campaigns Screen

What is a campaign? A campaign is a unique account feature that allows you to modify and change the behaviour of the system according to the needs of your clients. Campaigns Tab – Gives a list of campaigns created on the account and relevant information regarding the campaigns Dispositions Tabᵅ – Tabᵅ – Gives a list of custom dispositions created on the account and allows you to create new ones.

Lead recycling Tab – Allows admin to set the dispositions the system will automatically recycle on the hopper when the set time limit is over. These dispositions will be called again when they are recycled on the hopper. Pause Codes Tab – Allows admin to set pause codes that will require agents clicking on the pause button to specify the reason for the pause.

Hotkeys Tab – Allows admin to set a number key on the keyboard as a hotkey  to  to automatically disposition a call. See Hotkey Figure 1.1 and 1.2. Add New Campaign – Allows admin to create a new campaign.

Campaign Settings Screen

Dial Method Manual – User will have to click the “Dial Next” button to make outbound calls. This is always done after a call has been dispositioned. Auto Dial – Used for outbound type campaign. System will automatically dial phone numbers on the lead file. Number of lines is Level. set on the Auto Dial Level. Predictive – Used for outbound type campaign. System will automatically calculate dial level based on the drop percentage. Default drop percentage is 3%. If drop percentage is met or exceeded, the system will lower down the Auto Dial level. level. Inbound Man. - Used for blended type campaign. Agents will get inbound calls when they click on the “Resume” button. Outbound calls are done by either clicking on the “Dial Next” button. Or by clicking on the “Manual Dial” link on the agent webpage

Auto Dial Level Slow – 1 line per available agent. Normal – 2 lines per available agent. High – 4 lines per available agent. Max – 6 lines per available agent. Advance – Allows admin to set how many lines per agent will be opened.

Script Allows admin to enable a window to popup on the Agent webpage during a live call (Agent needs to click on the script button). button). See figure 1.3 on the next pages to get an idea what a script does.

Campaign Recording Answering Machine Detection Off – All answered calls will automatically be routed to an agent. On – System will attempt to distinguish if call is picked up by an answering machine. Detection rate is at best 70%.

Off   - No calls will be recorded. On – All outbound calls will be recorded. ONDEMAND - No outbound calls outbound calls will be recorded unless agent clicks on the record button on the Agent webpage.

Campaign Advanced Settings Part 1

Web Form – Allows admin to specify the webpage that will open when an agent clicks on the Web Form button.

Dial Status – Specifies the dispositions on the active lead file(s) on the campaign that the system will automatically dial. Any dispositions not included on the dial status dialed. will not be dialed.

Web Form Target – allows admin to specify the frame where the web form will open. Only applicable for multi frame browsers. Force Reset Leads on Hopper – will clear the current phone numbers loaded on the hopper that are waiting to be dialed. The hopper will automatically load a new set of numbers after a few minutes

Dial Timeout – specifies the number of seconds the system will attempt to dial a phone number before hanging up.

Get Call Launch – allows admin to automatically have the webform or script  popup on the Agent webpage at the onset of a call without the need for the agents to click on their respective button.

Script – lets you specify a script to use on the campaign. See page 10 for info on how to create and use a script.

Wait for Silence – sets the number of milliseconds the system will wait before triggering the Answering Machine Machine Message. Two settings, separated by a comma, are needed to be entered. First setting will detect the length of silence to wait (measured in milliseconds) and the other is the number of times it needs to detect that before playing the pre-recorded voice file.

Campaign Caller ID – sets the phone number that will be displayed on the called party’s phone.

Answering Machine Message – allows admin to set a pre-recorded voice file to be played when the system detects an answering machine. CPD  AMD Action Action should be set to Message. AMD Send to VM exten – If set to Y will allow the system to automatically disposition all answering machine calls as AA. Setting it to N will hung up the call when the system detects an answering machine. CPD AMD Action should be set to dispo  for this setting setting to work. CPD AMD Action – defines what the system will do when it detects an answering machine. Dispo will allow the system to disposition the call as AA before it gets to an agent. Message will allow system to auto play a voice file set on the  Answering Machine Message setting.

Campaign Advanced Settings Part 2 Transfer-Conf Number 1 and 2: 2: - will store a specific phone number on the D1 and D2 that can be used to auto populate the “ number to call”  box.  box. This option is only used during transfer calls. (See page 41) Next Agent Call  – defines how calls will be routed to an agent. 3-Way Call Outbound CallerID  – defines the caller ID that will be used during a 3-way call. Customer 3-Way Hangup Seconds – specifies the amount in seconds before the system will trigger the Customer 3Way Hangup Action. Customer 3-Way Hangup Action  – If set to dispo, this will take the agent webpage to the disposition screen when the system detects that the customer has hungup on the 3-way call.

Clicking on this link will show all phone numbers currently loaded on the hopper

Customer 3-Way Hangup Logging – if this option is enabled will allow the system to log if customer hung up during a 3-way call. This option will also trigger the option set on Customer 3Way Hangup Action.

Local Call Time – sets the time window when leads will be called. This is based on the actual time where the phone number is located.

List ID’s being used by the campaign – campaign  – you can toggle between lists or combine them by ticking the “Active” column box. The “Modify” icon allows you to edit the List ID itself.

Pause Codes Tab – Allows admin to set  pause codes that will require agents clicking on the pause button to specify the reason for the pause.

Pause Code Tab Pause Codes Tab – show all pause codes being used by the account and what campaign they have been assigned to.

Clicking the Campaign ID itself or the modify  icon  icon will allow the pause code to be edited.

Add New Pause Code – clicking this will generate the Pause Code Wizard . See screen below.

Pause Code creation screen

Campaign – defines the campaign that will use the pause code. Campaigns can use multiple pause codes but you have to setup the pause codes individually.

Pause Code – sets the code that will appear when a call report is generated.

Billable – is used for reports generation to assist in computing for an agent’s billable time.

Pause Code Name – gives a description of the pause code.

Hotkey Tab The hotkey Tab will show all campaigns on the account along with the hotkeys currently active on those campaigns.

Hotkeys – are shortcuts that allow an agent to automatically disposition the call to a pre defined value by pressing a number button. Click the  Add  to initialize the Hotkeys Wizard  that  that New Hotkey  to will assist you in setting up a new hotkey for your campaign. See screen below.

Campaign – specifies the campaign that will use the hotkey.

Hotkey – defines the hotkey that will be used. Options are from 1-9. Status – sets the disposition that will be assigned to the call when the hotkey is pressed.

Hotkey Figure 1.1

Hotkey Button when Inactive.

Hover or point your mouse on the Hotkey Button to activate it (will turn green). green ). This will allow you to press the number you have set on the Hotkey tab under Campaigns to automatically disposition the call after a live conversation. Agent does not need to click on the hang up button anymore since the hotkey will automatically hang up the call as well.

Hotkey Figure 1.2

Screen when a hotkey has been pressed. Lead disposition will be displayed at the bottom part of the screen

Scripts

A script allows admin to enable a window to popup on the Agent webpage during a live call when the “script” button is clicked. Each item on the “ Script Text “ is a syntax that gets pasted on the text box whenever the “ insert ” button is clicked and allows the system to call specific information on uploaded lead files or system information like agent names and display it on a window when the agent presses the script button on the agent user interface (UI). See Figure 1.4 to see the sample script created above as seen by the agent.

Figure 1.4 – Script on Agent UI

Screen where script will be displayed in readable form. Notice that the screen overlays the agent UI screen.

List Screen

Show Lists Tab – displays all list ID’s created on the account along with relevant information regarding each list ID.

Name – Can be edited to allow admin to give a brief description of the list.

Leads Count Column – displays the total number of phone numbers that can be dialed on the list.

Action Column  – provides additional admin options such as edit, get more info, delete and download the list.

Did you know? Campaigns can use multiple list. This allows you greater freedom to choose the phone numbers to call based on the list you want active on the campaign.

Custom Fields Fi elds Tab

Custom Fields tab – allow admin to add a field on their lead file. This field will show on the agent webpage during a live call giving them additional data on the phone number being called. Agents will need to press the “Custom Form” button to view these information. See Figure 1.5 Sample lead file.

List ID – specifies the list ID that will use the custom fields Field Size – allows admin so specify the size of the field that will appear on the agent webpage. Value is based on the number of characters (i.e. 8 = 8 characters in length)

Type – Defines the type of data to be displayed on the custom form.

Field Max - allows admin to set the maximum number of characters for a field. If Field Max is greater than Field Size the extra characters will be seen outside the Field box on the agent webpage.

Loading Leads

Browse Button – allows admin to load a lead file located on your local drive or network.

Phone Code – specifies the country where the phone numbers on your lead file are located.

List ID – defines the list ID that will contain the lead file. Duplicate Check – Will check the phone numbers on the lead file and cross reference it with all phone number on a specific campaign or in all list ID

Did you Know? When uploading a lead file, you need to make sure that its in either .csv or .xls format, tab or comma delimited. The minimum required fields on the lead file itself should be at least 3.

Time Zone – Will affect the call time settings of your campaign. Selecting Country Code and Area  will set the call time Code Only  will settings based on the country and area code of the phone number.  will based it on Postal Code First  will the zip code of the phone number (Zip code Field is required), Owner Time Code First  will  will based it on the time zone set on the field of the lead file.

Figure 1.5 Sample Lead File

Fields/Headers  – provide the details of the lead file. The lead file should have at least 3 fields on it. Fields can be left blank except for the phone number.

Users Screen Users – allow for the creation of agents and admin users.

Clicking on the Agent ID or the modify icon will show the screen below and allow you to edit the user settings.

Click here to add a User.

Level - defines the permission granted to a user. Current settings are; Level 1-6 – Agent Level. Can only access agent login. Cannot modify account settings. Limited privilege. Level 7- 8  – Admin Level. Can access both agent login and admin dashboard. Can make changes to account settings. Info Icon – gives all relevant information about agent activity and status. Allows admin to force logout user.

Modify User screen

Agent ID and ID  and Phone login are login are used to register your softphone and login to your agent webpage. They cannot be changed.

User info Icon Date Range – determines the time length of data to be generated

Agent Login/Logout –  – will display the time the agent logged in and logged out on the system as well as the total time on the system and the IP address of the workstation of the agent.

Force Logout – will terminate the browser session of the agent. This is useful when the agent is getting the “improper logout” error.

Outbound Calls this time – displays all relevant information regarding outbound calls on the selected date range.

Voice Files Fi les Screen

The Voice Files screen displays all the voice files that you have uploaded to your account.

Reports and Analytics Screen

Drop down Menu will allow you to customize your reports and give you the information you need.

Custom Tabs all ow for different types of reports to be displayed on the screen

The Calendar icon allows you to generate a report based on a specific date range.

Reports and Analytics – will give you practically every data you need regarding your account. Reports are downloadable and in spreadsheet format. There is a wide variety of reports you can choose from with each reports customizable to tailor to your needs. It will also display an onscreen graph comparing different data in relation to each other. Each type of report will be discussed in detail in the succeeding pages.

Statistical Report Statistical Report – generates a graphical representation of data on a specific campaign. Data will include total calls and their dispositions and the average calls on a daily, weekly or monthly basis.

 tab selection Daily, Weekly and Monthly  tab

You can filter the line graph by selecting the weeks you would like shown. Just check the box on the week you want.

Agent Time Details Agent Time Details – provides a breakdown on all activity the agent did during his shift.

Talk - Entire length of the conversation. Includes the wrap-up time and Dispo time.

Customer – Actual time agent and customer was on a conversation.

Agent Time – Total login time of the agent.

Dispo – time it takes for an agent to disposition a call.

Wrap-Up – time after customer hung up but before agents clicks on the hang up button.

Agent Performance Detail Agent Performance Detail  – gives a detailed report on each agent’s activity for a specific campaign on a specified time period. The report breaks down each agent’s activity during his shift. The report is broken down to the total number of calls, Pause time, Wait time, Talk time, Time to disposition a call, and Wrap-up time. The report will also give information on the dispositions and their total.

Breakdown of agent activity during a shift. The report will also give an average time per call of each data.

Tally of dispositions on a given date range

Total time logged in. Total time on NonPause vs. Pause.

Dial Statuses Summary Dial Statuses Summary – will display the number of calls that have been dispositioned for each call to a specific lead. This page will display dispositions on a lead for the initial call, as well as succeeding calls to that lead.

Each column on the report represents a dial attempt made to a specific lead with 0 representing the number of leads for a particular status when the report generation was first made.

Sales Per Agent Sales Per Agent – will display the total sales of each agent on a specific campaign on a given date range. Sales are tracked whether they were made during an outbound call or an inbound call.

Sales Tracker Sales Tracker – displays all sale made for a specific campaign on a given date range. Information displayed includes the date and time of the call, the agent ID, name of the agent, and the phone number.

Inbound Call Report

Inbound Call Report – display all inbound calls received by a specified ingroup. Phone numbers of the caller, actual date and time of call, duration of the call and the dispositions of the calls on a given date range are all listed

Export Call Report

Export Call Report – generates a report on all data and lead information of your calls. The report will be based on the Campaigns, Inbound groups, List ID, Statuses, Custom fields and date range you will select. The report generated will be in spread sheet format.

Sample spread sheet file generated generated by Export Call Reports

Dashboard

Dashboard – gives a graphical representation of the Contact Rate, Sales Rate and Transfer Rate of a selected campaign. This data primarily focuses on how good your leads were with regards to the Contact and Sales rate. Good lead files will return high Contact Rate and Sales Rate.

Call History

Destination of Call

Type of phone number (i.e. TFN, mobile, landline etc)

Call History – displays all calls on a set date range.

Caller ID

What is 6/6 billing? A "6/6" billing indicates a 6 second minimum with subsequent 6 second increments. For example a 10 second call on 6/6 billing will be billed as 12 seconds; a 31 second call on 6/6 billing will be billed as 36 seconds and so on.

Called Number

Billed Duration  – 6/6 Billing rate will apply

Call cost in USD

Recording Screen

Clicking the lead ID will give a detailed information about the lead. See figure 2.0

Download Icons

Recordings Screen – displays all recorded calls along with the phone number of the call, the agent who took the call, the disposition of the call, the call date and the duration of the call. The page also gives an icon to download the recording.

Lead Information Information

Data displayed here are retrieved from the lead file you uploaded

Disposition of the lead Agent ID

Support Screen

Support Screen – is your primary help line. This is where you can reach Goautodial customer support. The screen displays all active, pending and resolved tickets. Goautodial support responds to your ticket real time to update you or give suggestions regarding your inquiries or concerns. The ticketing system is open 24 hours 7 days a week.

Click on New Ticket  to  to create a new ticket.

Live Chat support is available 24 hours Mon-Fri

The Agent Guide

Setting up the Agent The system requires a browser (either Mozilla or Chrome) and a softphone installed on the A gent’s workstation (See guide on our tutorial section on how to install and setup a softphone).

1. The agent needs to register their softphone first. Username and password to be used on the softphone can be viewed on the “Users Page” (see page 21).

Phone status should say “Registered” SOFTPHONE

Agent info on Users Page

AGENT LOGIN PAGE

Click to register softphone

2. When softphone is registered, the agent needs to login as an agent at http://justgocloud.com http://justgocloud.com.. Username and password to be used on the webpage will be the Agent ID and Password set on the “Users Page” for the agent.

3. When the a gent logs in on the agent webpage, the softphone will ring indicating a successful connection to the system. Click the “Answer” button and a voice prompt will be heard saying “You’re the only person in this conference”.

Click Answer

4. Minimize the softphone and go to the agent screen.

5. Click the “Resume” or “Dial Next” button.

6. The agent is now ready to take calls.

The Agent Screen

Hang up – disconnects the call.

Resume button – allows the agent to take an inbound call.

Call Park – will put the call on hold. Script – will display a window whose contents are defined on the “Script Page”.

Pause – will put the agent on idle status. Calls will not come in unless the agent clicks on resume. Dial Next – allows the agent to take in an outbound call. System will automatically dial the phone number on the lead file uploaded for the campaign. This button is only available for INBOUND MAN type of campaigns Lead Preview – will display information regarding the next phone number to be dialed. Custom Form – will display data set on the “Custom Fields” page.

Transferring a Call

Transfer – clicking the transfer button will open the Transfer Conference Function window . This allows you to do a 3 way transfer call, blind transfer or warm transfer. D1/D2 – these buttons auto populate the “number to call” box with a pre-defined phone number set on the campaign settings.

Local Closer – clicking local closer during a transfer will blind transfer the customer to the closer group.

Number to Call – this is where you manually enter the phone number you want to transfer the customer to.

Blind Transfer – will dial the number set on the “Number to Call” box and bl ind transfer the customer to that number. Dial with Customer – will initiate a 3 way call with another number. Park Customer Dial – clicking this will place the customer on hold while dialing the number you will be transferring to.

Disposition Page The Disposition Page allows the agent to tag the call based on what the call was all about. All calls have dispositions.

Pause Agent Dialing  – ticking this box will put the agent on pause after the call has been dispositioned.

Credits GoAutodial Support Team GoAutodial Network Team GoAutodial Dev Team Softphone image taken from Zoiper. Admin Guide image taken from steventorresramos.com Agent Guide image taken from www.benchmarkportal.com All images belong to their respective owners. No copyright violation intended.

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