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CallShaper Outbound Software Aug 2016 .pdf



Original filename: CallShaper Outbound Software Aug 2016.pdf
Title: What’s New at callshaper
Author: Callshaper

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What’s New At
August 2016
This newsletter is designed to
keep you up to date on new
features, provide tips and
answers to frequently asked
questions.
In this edition: Center Library


CDP Desktop Client
Update,



New Training Module,



Troubleshooting,



Record Retention Policy,

CDP DESKTOP CLIENT UPDATE
CallShaper recently made enhancements to its CDP Desktop Client and
released version V4.3.10 on 8/23/2016. The enhancements are
described below.


DTMF tones – Now when your agent is manually dialing a phone
number or typing digits into an IVR, they will hear the tones
within CallShaper that they have become accustom to hearing
when calling from a land line or a cell phone.



Multiple sessions – In the latest version, the agents will not have
the ability to open multiple sessions on their desktop at the same
time. In the past, this has caused logging errors and confusion.



CDP Log Submission process – We have now made sending the
CDP logs simple. The agents will send the logs from their CDP
Desktop Client and automatically create a Help Desk Ticket. For
directions on this new process, see the Help Desk Article titled
“CDP Log Directory”.



Error Messages – With previous versions of the CDP Desktop
Client, if the agent was kicked out of CallShaper due to a loss in
internet connection or disconnected from CallShaper, they
would be sent back to the login screen without explanation. Now
if this happens, the agent will see an error message on the login
screen.



Transfer Restart – In the transfer panel of the CDP Desktop
Application, the restart button has been updated and will now
consistently restart the transfer.

If for any reason the CDP Desktop Client does not updated
automatically, you can download the latest version
from: http://www.callshaper.com/downloads/Install-CDP-Latest.msi

Ease of use is important because we feel that technology should help achieve the business goals and
not get in the way.

AUGUST 2016

WHAT’S NEW AT CALLSHAPER

NEW TRAINING MODULE AVAILABLE
In the Manuals and Training Documents section of the Help Center
Library, CallShaper has added a new training module for the Manage
Site.
In June we added:



Module 1 – Setting Up Your Account, and
Module 2 – Creating Your Campaign.

In July, we added:


Module 3 – Building A Script

This month we are adding the final module,


Module 4 – Search and Report

The search and report module will help you interpret the data after the
call has been received or made. The topics included in this module
are:





Call Search
Call Detail
Editing A Lead
Reports Column Definitions






Lead Search
Grading A Call
Reports Menu
Scheduled Callbacks

This is a tough business where margins can be small.
Having accurate information to manage the campaign is vital to its success.

TROUBLESHOOTING AND FAQ’S
From time to time CallShaper will receive questions regarding
troubleshooting tips. We have created a section in the Help Center
Library to address this titled, “Troubleshooting and FAQ’s”.

CALLSHAPER

2

AUGUST 2016

WHAT’S NEW AT CALLSHAPER

RECORDING RETENTION POLICY
Effective August 1, 2016, CallShaper made a change to its recording
retention policy.
Previously, the recordings were stored within the CallShaper Manage
Site for 12 months. As of August 1, 2016, the number of months the
recordings are stored within the CallShaper Manage Site increased to
24 months.
Audio recordings from calls that occurred more than 24 months, but
less than 60 months ago, will be moved to long term "cold" storage.
These recordings will not be directly accessible from within the
CallShaper Manage Site but can be requested through CallShaper
Support. Once requested, the recordings will be made available to you
within 2 business days.
Audio recordings from calls that occurred more than 60 months ago
will be deleted.
If you have any questions regarding this change, please contact
CallShaper Support.

Are you using the latest version of Internet Explorer? CallShaper strongly
recommends all PC’s that have the CDP Desktop Client installed use IE 11.

CALLSHAPER

3


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