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DIAL|IT Manual

 

The call center settings are only available for the Professional Edition.

 

1. call center settings

 

screenshot 26

 

You can prefix each phone number with a prefix. To do this, select the contact field in Act! that contains this prefix.  

 

There is also an option to save details of the log as a note.

 

 

2. default email report settings

 

a) Email settings

 

Screenshot 27

 

First select whether you do not want to send an email (do not send as email) or whether you want to use a report or email template for your email. For the Email template option, you must first select it, or create a new one if you have not already done so. To create a new template go to the dialit configure icon+. The following dialog appears:

 

Screenshot TEST

 

Enter a name for your report template. You can also change the location by clicking on the three dots. The following window appears. Select the desired folder and then go to OK.

 

Screenshot 29

 

To edit an already selected template click on configure icon stift. To copy a selected template go to the configure Dokumente icon and to delete it go to configure icon kreuz. With the configure icon lupe icon you can select an already created template. In the next line you will see the path for the templates. You can also change the location by clicking on the three dots. The following window appears:

 

Screenshot 29

 

 

Select the desired folder and then go to OK.

 

Next, decide on an email format. HTML, RTF and TXT are available to you.

 

You have the option to use the subject of the history created for a call as the email subject as well, or to use a default subject. If you want, you can also enter email addresses for the CC and the BCC. If you have multiple email addresses, separate the individual addresses with ";" (semicolon).

 

Now select your Outlook email profile and email account from the list and enter the password. If there is no selection, just enter the Outlook e-mail profile and your e-mail account manually.

 

 

b) Report settings

 

Screenshot 28

 

First select the Use report template as email tab in the email settings to be able to use this function. You must then select the report template or create a new one if you have not already done so. To create a new template go to the icon+ icon. The following dialog appears:

 

 

Screenshot TEST

 

 

Enter a name for your report template. You can also change the location by clicking on the three dots. The following window appears. Select the desired folder and then go to OK.

 

 

Screenshot 29

 

 

To edit an already selected template click on icon stift. To copy a selected template go to the Dokumente icon and to delete it go to icon kreuz. With the icon lupe icon you can select an already created template. In the next line you will see the path for the templates. You can also change the location by clicking on the three dots. The following window appears:

 

Screenshot 29

 

 

Select the desired folder and then go to OK.

 

You also have the option to attach the report template as a document in Act! If you want to use this feature, you still need to select the file format of the report template. You can choose between PDF, TXT, RTF, XLS(X) and HTML. Next, specify the location where you want to save the attachment. To do this, click on the three dots. The following window appears:

 

 

Screenshot Ordner Suchen

 

Go to OK when you have selected the desired folder.

 

You can also attach the report template as a link in Act!

 

 

3. new contact

 

Neuer Kontakt

 

There is an option that DIAL|IT automatically creates a new contact for unknown callers.

 

To do this, you must then select what information you want to use as the contact name: When you answer a call, you are typically listed under Called. Caller ID or Caller ID contains information about the person who called you. Connected ID lists the person you are connected to on the phone. This can be a different person than the one who called you in some cases, for example if someone transfers a call to you. The person who transfers the call is then the caller and the person you end up talking to is visible under Connected. Likewise, there is the person who forwards the call (Redirecting) and the person to whom the call is forwarded (Forwarding-Redirection). The default setting is the default setting of your TAPI device, so what it typically displays.

 

 

To use DIAL|IT you need a TAPI connection, otherwise you can use the software only with Skype. You have to set up the TAPI connection in advance. The best way to do this is to contact the provider of your telephone system. You can find more information in our knowledgebase.

 

 

 

4. multi company dialing

 

Screenshot multi company

 

The companies mentioned here are not Act! companies, but companies for which the call center employee makes phone calls. Thereby these companies are formed as groups in Act! So you can specify here for incoming calls the group field that contains the prefix that should be displayed to the caller on incoming calls. In addition, it is possible to specify a group field that contains the prefix to be displayed to the called party for outgoing calls. In case there is nothing in the group field, a contact field (the contact is then the corresponding person you are calling) can also be queried for the prefix.

 

If you check Show group name in popup, the name of the company for which you are taking this call will appear in the popup window. This way you always know in whose name you should greet a caller.

 

There is also an option to save the log/note for the group as well, i.e. the corresponding company for which the call is being made.

 

You can select a central storage directory for your e-mail templates. To do this, go to the three dots. The following window appears:

 

Screenshot Ordner Suchen

 

 

Below you can see the number of defined email templates. You can define new email templates at any time by clicking the button of the same name.

 

Screenshot Emailtemp.

 

Here you can create a new schema for an email template. Go to the + behind Schema and then enter the desired schema name:

 

Screenshot Emailtemp_

 

Below that you can select the value of the field you specified earlier under Prefix group field.

 

The settings in the Email Settings and Report Settings tabs are as described above.

 

In the Exchange Configuration tab, simply enter the data of your Microsoft Exchange email server. Then click Read settings.

 

Finally, go to Save and Exit. You have created a new email schema.

 

These were the functions of the Call Center section.