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How to change the Agent View in Acarda Outbound

In the solo edition of Acarda Outbound there are two ways of viewing the data, one is “List View” which shows a list of numbers to call, the other is “Card View” which is one record at a time and how it is in the team edition. This blog I will explain how to switch between the views. Please remember this is only for Acarda Outbound Solo as in the team edition the agent always operates in the “Card View” mode.

Figure 1 shows the main screen in Acarda Outbound Solo with the agent displayed in “List View”. “List View” works slightly different to the team edition and presents the agent with a list of all the records in the Dial List in two groups. The lower group shows those not yet called and the top group shows the call backs (which includes redials for busy and no answer). On the left side is displayed a Dial Card for the selected record.

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Figure 1: Solo edition in List View.

The “Card View” layout, shown in figure 2, shows just one lead at a time. This means that the agent of more focused and doesn’t need to think about call backs as the best lead for them to call for that time is displayed in the Dial Card area when the agent clicks Next Dial. The “Card View” is the only mode in the team edition.

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Figure 2: Solo edition in Card View.

These settings are changed under the User Setup (in Setup Tab). See figure 3 and 4. In Acarda Outbound Solo take the following steps:

  1. Click on the Administration tab (rather than the Agent View tab).
  2. Click on the Setup tab, then in the Setup group of icons, click on the Users icon.
  3. On the right side once you select the user you will see “Agent View” setting.
  4. Select either “List View” or “Card View” from the drop down list then click the Enter key. Now when you return to the agent screen you should see the selected layout type.

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Figure 3: User Setup.

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Figure 4: Agent View Setting.

For more details on Acarda Outbound please see http://www.acarda.com/live-outbound-calling/. You can download an Acarda Outbound trial via http://www.acarda.com/outbound-calling-downloads/

How to get call backs from other campaigns

In Acarda Outbound there are different types of call backs including Busy re-attempts, No Answer re-attempts, Voice Mail re-attempts and Requested call backs. The Requested call backs are the most important because a prospect or customer has asked the agent to call back at a set date and time. These take priority over all other types of call backs.

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Figure 1: The Call Back Menu Dialog.

Call backs are usually confined to the campaign in which they are set in, so if you change to another campaign you will not receive the Requested call backs unless you enable this feature. To do this, take the following steps.

1. Go to the Call Back Settings screen.

a. In Acarda Outbound Team: open Acarda Outbound Manager click on the Setup tab then in the Setup group of icons, click on the Settings icon.

b. In Acarda Outbound Solo: click on the Administration tab (rather than the Agent View tab) and then the Setup tab, then in the Setup group of icons, click on the Settings icon.

2. Now in the left sidebar you will see the Agent Display branch and also a Call Options branch. Under Call Options click on Call Backs and you will see the Call Back Screen like figure 2. In the second panel, “Call Back Settings”, check the “Enable Global Requested Call Backs” to turn on this feature.

3. In the team edition, in order to have Call Back Options change you need to restart Acarda Outbound Service. This is not necessary in the solo edition. In Acarda Outbound Team: open Acarda Outbound Server Administrator click on Stop then wait, once stopped then click on Start.

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Figure 2: The Call Back Screen.

For more details on Acarda Outbound please see http://www.acarda.com/live-outbound-calling/. You can download an Acarda Outbound trial via http://www.acarda.com/outbound-calling-downloads/

How to fix a remote agent login problem

In Acarda Outbound, Advanced Edition, you can have outbound callers, remote agents, using Acarda Outbound Agent in a remote location from where the main Acarda Outbound Server is located. This is great for agents working from home or even in another country.

This blog will detail how to go about solving the problem where a remote agent that used to be able to login is no longer able to login. Usually re-installing Acarda Outbound will not help this situation. Take the following steps:

1. Confirm that the agent that is installed on the same computer as the Acarda Outbound Server can log in.

2. If it cannot log in then check that the Acarda Outbound Server has started and also that the username and password are correct. In one case we had no further agents could log in because the hard drive on the server computer was full.

3. Assuming the local agent can log in check that another remote agent can log in from a different computer to the one having problems. If no remote agents can log in then you need to check that the main office router and port forwarding is set up correctly. Also check you are using the correct public static IP address or domain name to reach the office.

4. Check that you have an internet connection by browsing to a website that you know usually works.

5. If one remote agent can log in while another cannot log in then try using the same user name at both locations to ensure it is not a user/password issue. Also check that the server computer name is correct. You can see the server computer name on the login screen at the bottom (see figure 1).

 

 

agent-login-screenFigure 1: Login Screen

6. If the server computer name is correct then re-check you are using the correct user name and password. Also confirm again that an agent at another remote location can login. If everything looks correct then run any windows updates and restart your computer and go through these steps again to re-test.

7. If still no success then please email us your log files which are located in the C:\ProgramData\Acarda\Acarda Outbound\Logs folder. We would like to see log files for recent days from the agent computer that is having problems, an agent computer that works successfully and the server computer.

8. If the server computer name is not correct then enter into the settings screen to update the server name by typing the word “showsettings” into the user name and clicking the OK button. Now re-test to confirm the agent can now log in. If the agent is still not able to log in please send log files.

For more details on Acarda Outbound please see http://www.acarda.com/live-outbound-calling/. You can download an Acarda Outbound trial via http://www.acarda.com/outbound-calling-downloads/

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.

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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.

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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/live-outbound-calling/. You can download an Acarda Outbound trial via http://www.acarda.com/outbound-calling-downloads/

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.

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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.

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

For more details on Acarda Outbound please see http://www.acarda.com/live-outbound-calling/. You can download an Acarda Outbound trial via http://www.acarda.com/outbound-calling-downloads/