Help Com1 Ip Pbx Callcentre Suite

Master – Agent

This section helps you create Agents, Team Leaders, CCSLead Login & Field Sales Executives . Though some fields not mandatory & time consuming initially, would advise to fill up complete details as these are the same details we may be running from pillar to post later. The same link is used to create agents for Inbound, Outbound and Missed call campaigns.

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Status : Active is in rolls and currently in line & active. Inactive is in rolls but not active eg- Long Leave. Deactive is not in rolls and not active eg- Resigned. You can toggle between the status quite easily at anytime.

Agent TL Link :

The following screen would help creating teams with available agents & TL.

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Agent Campaign Link :

The following screen would help linking Agents to Campaign. An agent can login into only campaigns authorised under this section. Agent skill sets are also categorised to allot the calls based on expertise for inbound campaign.

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The primary gid will display consolidated list sorted by the status.

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You can use Edit to edit the details

Master – Campaign

This section helps you create master campaign. As this is a cumbersome process of setting various parameter to the campaign, enough care is advised as this has a direct impact on Agent efficiency. A fine balance is critical as too much information will lead to frustration of Agent as well as customer while too less information deprives you of critical information on the campaign.

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Name : Name of the campaign. Be precise and informative, so that you can identify easily  without any confusion, over time as this get reflected in every report and agent screen.

Remarks : Small remarks about this campaign for identification

Start Time : Campaign start time, the dialling will start at the expiry of time automatically if Predictive mode is chosen.

End Time : Campaign end time, the campaign will be active from Start Time after which the dialling will stop automatically  if Predictive mode is chosen.

Successful Email : You can generate an automatic mail with call details as well as the call recording file to the entered email for every successful call.

Successful Appointment Gap : In case your process involves some field activity in the process chain after a successful call, this gap is to ensure any unreasonable appointment and a minimum TAT is enforced for every appointment. Eg If a TAT of 2 hrs is mandatory and if the current time is 2 PM, the Appointment calendar will be visible only from 4 PM.

Validation Desk : This is part of our CCS Lead, our lead management portal. This will determine which Tab the successful data lands in CCS. Choose Yes, in case your process chain involves a validation before the lead process or No in case lead management starts after successful entry by the agent with no validation in between. If chosen Yes our CCSLead App will display leads only after Validation desk completes validation else the APP will get the leads on agent entry itself.

CCSLead App Integration : In case your process chain has on field activity post successful call, this will help manage the field force. You can download our CCSLead app from playstore, which shall display all the leads generated by agents sorted by distance. This would help you optimise the FSE resources and enhance their productivity.

CCSLead App Limit : This limit will ensure that no FSE gets more leads allotted to his name than he can handle and derive the other from leads which may lead to lead losses. Once the limit is over, The FSE can get a new lead allotted only after disposition of existing leads.  

Ring Timeout : Time to wait in sec before the dialler terminates the call if the customer does not pick the call Ideally 30.

Gap Between Calls : As per the design, the next call will be dialled immediately after existing call disposition. You can select the gap you want to give between the call disposition and nest call. More useful in Progressive Dialling.

Reschedule B1 – B5 : These 5 buttons will form speed click for most used reschedule time request. The options are 1 -8 Hours, 1-6 Days & 1-4 Weeks which are indicated by param and value. eg H1 means 1 Hour. 

Reschedule CountOut: This indicates the number of times the calls will be attempted before treating as Unsuccessful to avoid repetitive calling of non prospective customers and waste agent productive time.

Status: Active is currently active campaign. Inactive is active but suspended temporarily. Deactive suspended forever. You can toggle between the status quite easily at anytime.

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You and add or remove remarks for all unsuccessful calls. The default that gets added on every campaign creation is mentioned above.  

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You and add or remove remarks for all rescheduled calls. The default that gets added on every campaign creation is mentioned above.  

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As every campaign is unique so is the data of every successful call for every campaign.  This helps you build a successful form to get the details post every successful call.

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While  the standard details like Name, Mobile, Address remarks are already part of the design, Customer has 20 fields which can be customised for every campaign.

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Name: Label name eg Current Operator, Category, Type etc

Data: Data for dropdown in comma separated format. Eg Yes, No will give 2 options on a dropdown control.

Control Type: Two options are available, either Textbox or Dropdown.

Label Colour : You can choose different colour combination for various sections of the form for easier identification

Control Visibility & label Visibility : You can select No for control and Yes for label if you want to create a separate section eg Pink colour MNP section in the above sample picture. Otherwise both Yes will for a control active for entry and both No will make control inactive.

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A small percentage of calls needs a different expertise / skill sets than the normal eg. Customer speaks a different language that you do not know or customer interested in a different product / service for which you do not have expertise to handle.  First portion of this section gives an option to list such expertise as we experience and the next portion links the agents who can handle every expertise. Any call that is disposed using this expertise, will get randomly allotted and given to the available agents thus ensuring the customer is attended to.

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Pincode & Insert Pincode sections helps you to determine the area of operation. By Default we offer the pincode for popular areas like Chennai, bangalore etc which needs to be refreshed to the respective campaign. This is more critical if you are planning to use the APP as Pincode entry in Successful screen forms the base for the APP to determine the distance for FSE. In case if your area of operation is more than the ones listed by us, you can add using the second screen. Ensure you take enough efforts to find out the gps metrics like Lat & Lon for the pincode and complete entry in full.

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This section helps you design SMS for customers after Successful entry by agent. You can pull all the standard and custom data of successful screen into your message. Default is #NIL# which will not send any message.

The second option is to send an SMS if FSE is allocated either from APP or manually in CCS Lead, an intimation to customer with necessary details like FSE Name, Number & Time of his visit. Default is #NIL# which will not send any message.

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This will help you design SMS / Email templates that can be used by agents to send from agent panel to customers. This will help agents to deal with customer information request instantly & constantly. This will also ensure no wrong commitment / communication. As the templates are centralised, the admin can keep it updated and agent panel always reflects the latest updated ones. 

Note : Attachments are uploaded in Admin → Settings → Content Files

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Disposition of calls, is the heart of this process. Com1 offers 7 standard dispositions and 18 custom dispositions. You can design your own disposition to be listed under custom popup. 

Name : Name of the disposition

Code : A → Z, but needs to be unique and once used cannot be repeated in the same campaign.

Type : This determines how the remarks are entered, Text will give an option to have open typing of remarks while Combo will give a list as remarks.

Calendar Visible : This will determine if the disposition is a closure / pending. If pending a call back will be scheduled in both Inbound & Outbound.

Border Colour : If you want to have differential colour code for custom disposition you can select this option.

Note : All our reports will have option to display only Standard dispositions while Custom dispositions are not part of any report / dashboard and only a raw report will be given. You have to design your own offline report from our raw report.

CCSLEAD is the latest addition to customise the Campaign master to further serve various industry needs. Apart from the nine regular CCSLead status, we have added another five custom status. This also offers label renaming in the CCSLead as well as an option not to display even the nine custom status.  

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You can use Edit to edit the details.

Master – Campaign Creation

All the previous process creates masters, this actually creates campaign for calling. This is done by combining the database and master campaign. Ensure that this is done only after the complete data is imported to the database chosen, as you cannot add data or any subsequent data added to the master database does not get reflected here.

Campaign Type : This will load all active campaign.

Database Name : Some indication about the source of database to identify the campaign.

NDNC Filter : NDNC status of the campaign. Yes will import all NDNC registered numbers, No will import NDNC filtered numbers while both will import complete database. You will also get a warning of your selection if there is NDNC violation.

Type : Predictive or Progressive dialling is selected in this option.

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The count at the top gives an idea of records in database. If is shows in RED then it is time to delete the unused campaign and free up system resources for better performance. Refresh button refreshes the records to the current status.

Report :  You can export the complete status of the campaign in an excel for your analysis.

Delete : This will delete the complete campaign data barring all funnel & reschedule data. Take complete precaution to avoid any accidental deletion of data. Be aware that data cannot be retrieved once deleted.

Trunk : You can change the trunk option here.

K_Dup : This option will delete any duplicate numbers present in database to prevent duplicate calling. This process normally takes time to complete. It is advised to run this option everytime you upload database to any campaign.

DND: If you have a valid subscription, this will delete all DND registered numbers from database and prevent DND numbers being called.

N_Rec : This will recycle and start dialling numbers disposed as No Response in the previous attempts. 

Pause : This will pause any active campaign till it is unpaused under pause.

Import Database

This section helps you import the data for the campaign created. Select the campaign name and choose the file and just import. You can keep adding data to the same campaign multiple times. In case if the data is too large, we recommend you to split and import. Ideally you can import in multiples of 50,000. For example if you are trying import a 2 lakh count database split the same into 4 even 50,000 files and import the same in 4 different cycles. You do not have to worry about duplication as you can use KillDup option to delete duplicate records.

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First 3 columns are fixed and any mistake here will impact the campaign. While the first is used for Name, Second is for Mobile & third is for email details. Next 3 columns are for custom data which are relevant to campaign. We strongly recommend not to import data which you may not use for campaign as it may lead to a larger database over time creating a huge manageability issue. It will be a good practice just to import data relevant for agents and do not use this for data storage rack.

Sample Agent Live Screen

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The top 3 in rose indicate the imported fixed data like name, mobile and email and 3 tabs in blue indicates the 3 custom data imported while the yellow tab indicates the last call details.

Agent Live

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This is live current report of all the agents logged in based on standard dispositions. AHT is Average handling Time indicating the quality of the Telecaller as well as database. TOC is actual Time On Call since login which is a reflection of one metric in productivity. TOB is Time on Break indicates the total time the agent on break for the day. Four hour TOC & less than 90 minutes TOC is very healthy reference for a pure Telecaller job without much of any other admin work.

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On click on Name will give complete call details in the above format.

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On click on TOB gives the complete break status for the day.

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While agent panel will list Agent Wise data, TL panel gives TL wise data grouping the respective agents. 

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This is live gui that gives an overall live floor picture. While Green tab indicates agents are free and red tab indicates agents are busy. Tab has details of extension, agent_name & pause status. Blue dot in the tab indicates the agent is in pause status. 

Excel Export

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Some standard reports have been designed and provided here. In our experience the above reports have met most of the report requirement of various call centres and principles. Some of them have manipulated our excel output to suit their needs and got the reports they desire. In the event of any report that is neither available here not can be manipulated in any of the above,do get in touch with us for resolution. We do not encourage specific report requests as we follow single build concept for ease of maintenance and upgrade.

Start date & End Date will disappear for MIS reports that does not require Date input.