Archive for October, 2014

How to show hidden folders

The default location for Acarda Outbound log files, databases, messages, recordings and settings is in the folder C:\ProgramData\Acarda\Acarda Outbound\. For example, databases are located in C:\ProgramData\Acarda\Acarda Outbound\Data\. That folder should be included in your backups. Another example is the log files. These are located, by default, in C:\ProgramData\Acarda\Acarda Outbound\Logs.

If you look for these folders you may find them to be hidden as Windows usually hides C:\ProgramData\ because the files are usually only used by your applications. This blog will explain how to get to these folders and how to show hidden folders.

First of all if you open up a Windows Explorer viewer or just open up Computer (My Computer) where you can see the hard disks drives listed you should be able to just type in (or copy and paste) the folder address e.g. “C:\ProgramData\Acarda\Acarda Outbound\Logs\” and it should open up.

Alternatively to show hidden folders take the following steps:

1. View the C Drive folders and files

image

2. Click on Organize then in the menu, click on Folder and Search options.

3. Next in then View tab select “Show hidden files and folders”

image

Now when you look at C Drive folders you should see the C:\ProgramData\ folder.

Comments off

How to dial out with AltiGen

There are two methods for Acarda Outbound to dial out with the AltiGen phone system. The first is via the AltiGen MaxAgent softphone and the second, is directly with the AltiGen Phone System through AltiGen’s SDK. This blog will explain how to configure Acarda Outbound for each of these two approaches.

These instructions apply to both the Team and Solo Editions of Acarda Outbound. For Acarda Outbound Team: In Acarda Outbound Agent click on the Tools menu up the top right side of the screen and select the Dialing Device submenu. For Acarda Outbound Solo: Click on the Agent View tab and in the top right, click the Tools menu and select the Dialing Device submenu.

AltiGen MaxAgent Softphone

Dialing out via the MaxAgent softphone does not require the AltiGen edition of Acarda Outbound. AltiGen’s MaxAgent must be installed, running and logged in before continuing. Select AltiGen MaxAgent from the drop down list and click the Test Connection button. You should see feedback on screen saying that the connection was successful. Click Save to select this option and close the Dialing Device screen.

image

Figure 1: The AltiGen MaxAgent dialing device selection.

AltiGen Phone System through AltiGen’s SDK

Dialing out directly with the AltiGen Phone System is only available in the Acarda Outbound – AltiGen Edition from an authorized AltiGen Reseller Partner. This is a much tighter integration and requires an AltiGen SDK license (Client Application SDK Session License). The advantages of this approach include the ability to dial out with both physical desktop phones connected to the AltiGen Phone System in addition to the MaxAgent softphone, being able to set the outgoing caller ID number, optional do not disturb mode, and a greater level of line status detail. This is our recommended way to dial out with an AltiGen phone system.

image

Figure 2: The AltiGen Phone System dialing device selection.

When you select the AltiGen Phone System for the dialing device you need to enter the phone system’s server address. If you want to prevent inbound calls being sent to this extension then check the Do Not Disturb Mode check box. There are three login options: The first, Prompt, will ask you to provide login details every time you start Acarda Outbound Agent, the second, System, will save the extension and password for any Acarda Outbound username, the third, User, will save the extension and password on a per user bases so each user logged into Acarda Outbound can have a different extension and password set. These settings are saved onto the Agent station only – you will need to reconfigure your login if you change Agent computers.

For more details on Acarda Outbound please see http://www.acarda.com/telemarketing-software-team.html. You can download an Acarda Outbound trial via http://www.acarda.com/downloads.html

Comments off

How to prefix telephone numbers when dialing

Sometimes your calling list may have telephone numbers in it that require digit prefixes such as area codes place in front of the telephone numbers. Another example is when you have a phone system that requires a 1 or a 9 digit to get an outside line.

To set up a prefix you need to add it into the Digit Translation table which can be found be taking the following steps:

  1. In the solo edition of Acarda Outbound, first click on the Administration tab and then the Setup tab. In the team edition, open Acarda Outbound Manager and click on the Setup tab.
  2. In the Setup group of icons click on the Settings icon.
  3. In the left sidebar you will see the Agent Display branch and also a Call Options branch. Under Call Options click on Telephony.

Now to add, for example, a prefix of 1:

  1. Click on the New button under the Digit Translation table.
  2. Leaving the Pattern box empty click on the OK button and that will add a new line to the Digit Translation table.
  3. Select the new row and tab in the grid twice to get to Prefix column.
  4. Enter a 1 then press enter key.

image
Figure 1: The Digit Translation table showing a 1 prefix entry.

You can add more complex rules by using the Pattern to match the telephone numbers that start with a certain pattern and only those numbers will have the rule applied. For example those telephone numbers that start with a 302 could have the 302 removed. This could be for the case where 302 is a local exchange and it may be preferred to dial them with that exchange code. Figure 2 shows how this would look set up in the Digit Translation table.

image
Figure 2: The Digit Translation table now also with removing 302 digits.

For more details on Acarda Outbound please see http://www.acarda.com/telemarketing-software-team.html. You can download an Acarda Outbound trial via http://www.acarda.com/downloads.html

Comments off