I’ve went through the online help guides and have not been able to figure out how to get the call to transfer to another number. This is essential to what I am trying to do and a requirement to move forward with this purchase. Let me know how I can resolve this. Thank you

For agent dialer, people normally use the screen popup method, which transfers the phone audio to a computer immediately after the system recognized a live human pickup. The system is capable of transfering call to a different phone number, but that usually will not work for predictive dialing. The transfer, including dialing the numebr and wait for the phone to connect, will take too long and the person called usually hangs up the phone before an agent is connected. On the other hand, the transfer of phone audio to a computer is instant. That’s the reason calls are normally transfer to a computer for predictive dialing. For more details about AgentDialer setup, you can select Help > Predictive Dialer Setup Guide from the program main menu.

If you use BroadcastByPhone auto dialer, then you can use the call transfer to a different number feature, since the auto dialer will play a message first and then ask someone to press a key for the transfer. So even the transfer takes some time, the person called knows the call is being transferred and will not hang up the phone duing that time.

I expect to make 15-25,000 calls per week routed to 4-6 remote agents so I also need some advice on how to set up multiple accounts with Skye so as to limit scrutiny of the fair usage rule.

If you make 20000 calls per week, it is 4000 calls per day. If your agents work 8 hours a day, it is 500 calls per hour. If the software makes one call per minute, it is 8.3 calls per minute. So you need 10 – 12 lines to achieve that call volume.

You should get at least 12 SKYPE accounts ($2.95 per month) for a 12 line system. Please see this article released to Skype fair usage policy and blocked skype account.

You may consider two of our outbound product: BroadcastByPhone autodialer or Agent Dialer predictive dialer. The main difference is that an autodialer plays a pre-recorded message first, and asks the person to press a key to talk to an agent if he is interested; while a predictive dialer immediately transfer the call to an agent when the call is answered by a live person.

Thanks again for your response. Please allow me to indulge you for a while longer. Here’s a scenario: I have a database that will answer at a high rate. Assume I have 4 remote agents working from their homes. I would like to assign them each a segment of that database every Monday and give each of them access to 2 of my Skype accounts. Would the agent be able to work his database through my Agent Dialer from his home computer (possibly as a campaign?) using these 2 Skype accounts and at
any time of his choosing? In other words, could I have him remotely operate his own 2 line dialer from within my system

The AgentDialer, in predictive dialing mode, transfers a live answered call to your agent’s computer with a screen popup. The phone audio is transferred to the computer speaker and your agent can talk on the computer microphone. It is recommended to use a noise canceling headset. The screen popup should contain all the information about the transferred the call. For more details, please take a look at our online predictive dialer demo. So there is no need for the agent to access your skype account.

Agent can choose to get on and off the system by log in or log out of the system. If an agent is logged off, he or she will not receive transfered calls.

You could also start or stop predictive dialing from a different location, including your agent’s home. Suppose you set up a 2-line Agent dialer Enterprise Edition at your office, then you, or your agent can launch AgentDialer program anywhere that has internet connection. The call list can be managed by a remote computer, while your office computer makes all the call, using 2 of your Skype accounts. When a call is answered by a live person, the call is transferred to an agent who is currently logged in.

It is not recommended to start multiple call lists at the same time. But you can have multiple agents log in to receive the live call transfer.

If so, will I be able to track his work i.e, how many attempts he made, how much time he spent doing so, etc?

Yes, there is a real time call report. You can access it from the AgentDialer program main menu. The statistics includes agent log in time, calls answered, time spent on calls talking to customers, idle time, drop rates, etc.

And lastly, will your Agent Dialer software allow him to refer the customer to a recorded message after the agent has spoken with the customer and then have the customer switch back to the live operator?

No, if you are using the predictive dialing mode. But Yes if you are using the semi-automatic mode (force dialing). In semi-automatic mode, an agent can click a key to start dialing, when connected, talk on the phone, or press a key to play a pre-recorded message, record the conversation, stop playing audio, talk on the phone again, etc. For more details, please see semi-automatic dialer demo

I have a question. I have the enterprise edition agent dialer and have two remote agents set up, can i run two different list on the same machine, one to one remote agent and the the other to the second remote agent?

It is usually not recommended to run 2 list at the same time. The reason is that you could have more drop rate when 2 agents are
on separate lists. Here is a simple example, support the system dials out on all 4 lines, and line 3 and 4 get live answer so they are redirected to agent 1 and agent 2. So all calls are answered. Now suppose we run separate list, and line 1,2 are assigned to agent 1, and line 3, 4, are assigned to agent 2, when line 3 and get live answer, since both of them are assigned to agent 2, so one of the live answer will be dropped.

If you have to run 2 separate lists, then it is easier to use agent dialer software on each agent’s computer, each with a 2 line
system. So instead of getting a 4 line enterprise edition Agent Dialer, you should get 2 2-line professional edition AgentDialer.