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Admin Login
Agent Login
Chat Support
Applications Menu
Agents and Phones
Account Info
The Header
Logout Function.
Applications Menu
Dashboard Button - Quits current screen and takes you back
to the Dashboard Recordings Button Allows you to download
recordings on your local drive and listen to
Telephony Button - Allows you to edit Campaign, them. This option will also allow you to
Inbound, Lists, Scripts, Users and Voice File Settings search for a specific recording. Search filters
include; Search by phone number, search by
agent, search by time and date
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 Hotkeys Tab Allows admin to set a number key on the
account and relevant information regarding the campaigns keyboard as a hotkey to automatically disposition a call.
Dispositions Tab Gives a list of custom dispositions See Hotkey Figure 1.1 and 1.2.
created on the account and allows you to create new ones.
Add New Campaign Allows admin to create a new
Lead recycling Tab Allows admin to set the dispositions campaign.
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.
a. Dispositions allow agents to tag calls based on what the call was all about.
Campaign Settings Screen
Dial Method
Manual User will have to click the
Dial Next button to make Auto Dial Level
outbound calls. This is always done Slow 1 line per available agent.
after a call has been dispositioned. Normal 2 lines per available agent.
Auto Dial Used for outbound type High 4 lines per available agent.
campaign. System will Max 6 lines per available agent.
automatically dial phone numbers Advance Allows admin to set how
on the lead file. Number of lines is many lines per agent will be opened.
set on the Auto Dial Level.
Predictive Used for outbound
type campaign. System will Script
automatically calculate dial level Allows admin to enable a
based on the drop percentage. window to popup on the
Default drop percentage is 3%. If Agent webpage during a
drop percentage is met or live call (Agent needs to
exceeded, the system will lower click on the script button).
down the Auto Dial level. See figure 1.3 on the next
Inbound Man. - Used for blended pages to get an idea what
type campaign. Agents will get a script does.
inbound calls when they click on
the Resume button. Outbound
calls are done by either clicking on Campaign Recording
the Dial Next button. Or by Off - No calls will be recorded.
clicking on the Manual Dial link
Answering Machine Detection On All outbound calls will be recorded.
on the agent webpage ONDEMAND - No outbound calls will be recorded
Off All answered calls will automatically
be routed to an agent. unless agent clicks on the record button on the Agent
On System will attempt to distinguish if webpage.
call is picked up by an answering machine.
Detection rate is at best 70%.
Campaign Advanced Settings Part 1
Web Form Allows admin to specify the Dial Status Specifies the dispositions on
webpage that will open when an agent clicks the active lead file(s) on the campaign that
on the Web Form button. the system will automatically dial. Any
dispositions not included on the dial status
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.
Wait for Silence sets the number of Answering Machine Message allows admin to
milliseconds the system will wait before set a pre-recorded voice file to be played when
triggering the Answering Machine Message. the system detects an answering machine. CPD
Two settings, separated by a comma, are AMD Action should be set to Message.
needed to be entered. First setting will detect
the length of silence to wait (measured in
milliseconds) and the other is the number of AMD Send to VM exten If set to Y will allow the
times it needs to detect that before playing system to automatically disposition all answering
the pre-recorded voice file. 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
Campaign Caller ID sets the phone number for this setting to work.
that will be displayed on the called partys
phone. 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: - will
store a specific phone number on the
D1 and D2 that can be used to auto
populate the number to call box. This
option is only used during transfer
calls. (See page 41)
Show Lists Tab displays all list Name Can be edited to allow
IDs created on the account admin to give a brief description
along with relevant information of the list.
regarding each list ID. Action Column provides
additional admin options such as
Leads Count Column displays edit, get more info, delete and
the total number of phone download the list.
numbers that can be dialed on
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 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.
The Voice Files screen displays all the voice files that you have uploaded to your
account.
Reports and Analytics Screen
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.
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
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.
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).
2. When softphone is registered, the agent needs to login as an agent at 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 agent 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 Youre the only person in this conference.
Click Answer