DNC management

Hello, Is there is a DNC file kept in the program where I can add numbers, so when I upload any new numbers it can check against those numbers and delete them from the newly uploaded list.

Here are a few key points about how Do-Not-call call is managed by Voicent software.

1. A contact record has a field called Do Not Call, if it is checked, the dialer software will not make calls to that contact

2. When importing a list, by the default merge option, a duplicate record will not be created. A duplicate record is defined as a contact record with the same phone number or email.

So the entire contact database, with various lists, are served like a DNC list for importing. Please note other merge options during importing could create duplicate records.

Posted in Predictive Dialer, Tips & Tricks |

Special dialing mode in predictive dialer

One key advantage of using a predictive dialer is its ability to detect live human answer vs. machine answer. Since all machine answered calls are handled automatically by the dialer, either leaves a voice mail or quickly hangs up, agents are freed up to handle only live answers and thus saves a great amount of time. The productivity gain is normally double or triple because there are more phone lines then agents are deployed – while agents are talking to customers, some phone lines are handling the machines in the background.

However, the detection may not work well for lists with extensions. These numbers are usually answered by automated IVR systems or receptionists. In this situation, most companies use our power dialer or preview dialer to work the list. In this article, we show you a special mode in our predictive dialer that works better than power dialers. Here are the steps:

1. Turn off call progress detection

When the detection is off, the dialer connects a call to an agent immediately, regardless whether the call is answered by a human or machine. This option is set in the Setup, Account, Call Control page as shown below:

2. Run campaign using 1:1 ratio

You can then run a predictive dialer campaign as usual. The only thing to make sure is to use the same number of lines/channels as the number of agents.

Posted in Call Center Software, Predictive Dialer |

Import Outlook vCards

I want to use a dialer to call from my Microsoft Outlook vcards. How can I do that with your software?

You can export all the vcards from outlook into a CSV file and then import the file to our software. Once the contacts are imported into our system, you can choose the various dialers, such as auto dialer, predictive dialer, power dialer, and preview dialer. You can also use simple click to call.

The following instructions are from Microsoft support regarding export cCards to a CSV file.

1. To start the export wizard, click File > Open & Export > Import/Export.

2. On the first page of the wizard, click Export to a file > Next.

3. On the next page, click Comma Separated Values > Next.

4. Choose either the Contacts folder or a subfolder you want to export, and click Next. Browse to where you want to save the file, and click OK.

5. Click Next. Make sure the box next to Export “Contacts” from folder Contacts (or the name of the subfolder) is checked.

6. Do one of the following:

To export all the default fields, click Finish.

To export only the fields you want and control the order of the fields in the .csv file, click Map Custom Fields and then do the following:

Click Clear Map. This removes all the fields from the right pane and lets you start with a clean slate.

In the left pane, click the “+” symbol next to the categories such as Name, Business Address, Home Address, and E-mail to see their individual fields.

Select fields one at a time and drag them to the right pane.

If you want, change the order of the fields in the right pane by dragging them up or down. This affects the order of the columns in the .csv file.

After you’re done adding fields and moving them around, click OK.

7. Click Finish.

Once exported, see the following article to import the contacts

Posted in Predictive Dialer, Tips & Tricks |