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Outbound Software What's New At CallShaper January 2017 .pdf

Original filename: Outbound Software - What's New At CallShaper January 2017.pdf
Title: What’s New at callshaper
Author: Callshaper

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What’s New At
January 2017
This newsletter is designed to
keep you informed on
CallShaper changes and updates.
In this edition: Center Library

Agent Training Manual,

Social Media, and

IVR Voicemail and

In 2016, CallShaper made many enhancements that increased the
efficiency of agents, accuracy of reporting, support and overall ease
of use of our product.
We understand the demand on agents, the need to deliver superior
service and to have accurate information at your fingertips. That is
why in 2017, we will continue enhancing our product and offer the
tools needed to run an efficient and profitable call center.
To begin the new year, the first thing the CallShaper family would like
to do is wish everyone a happy new year. We look forward to 2017 and
the possibilities it will bring for all of us. We know there are many
software choices in this industry and we sincerely thank you for
choosing CallShaper.

How are we doing? Let us know by completing the Capterra Feedback Form.
As CallShaper continues to make enhancements to its applications, the Training Manuals located
in the Help Center Library will be updated. Recently, CallShaper updated the Agent Training
Manual. The Agent Training reviews how to log into the CDP Desktop Application, the dashboard
and the menu options that are available.

The Agent Training Manual is one of two parts of the agent training. The training consists of:

The Agent Training Manual, and

CDP Desktop Client Training.

The CDP Desktop Client training allows your agents to log into to the CDP Desktop Client and learn how to use
the scripting and the telephony functions that may be available to them during a call. This training will
simulate four different phone calls. Each call is ended with a different task (Disposition, Scheduled Callback,
etc.). The purpose of this training is to familiarize the agent with the options available in the CDP Desktop
Client. Recent updates to this training includes the Canned Transfers and the Hold option. If you choose to
have your agents train using the script they will be working on, this can be done using the test mode setting
in the campaign.

JAN 2017


In today’s world, almost everyone is using social media to
communicate and share information. CallShaper is no different.
It’s an effective way to tell our users about the latest update,
enhancements and functionality regarding our call center
Follow us on Twitter and Facebook to get the latest updates on
our hosted dialing solution and industry news.
Check out our LinkedIn page to keep up to date with articles and
the latest on our predictive dialer.
Subscribe to CallShaper’s YouTube channel – To see the latest videos of our cloud based dialer. Here you will
see high level views of CallShaper functionality as well as training videos that include step by step process for
each topic.
As the year progresses, more videos will be added to the channel. Links to the videos will be added to the Help
Center Library and new blog sites will be created to keep you up to date with what is going on with CallShaper.

Having accurate information to manage the campaign is vital to its success.
The campaigns IVR can be configured to include; menu’s, extensions, busy outs,
comparisons (if/than statements), hang up, play sounds, transfers, callers can be
added to the DNC list, and sent to voicemail.
As the IVR capabilities expand, we will provide hints and explanations of how the tasks behave. Today we will
review the Voicemail task.
The Voicemail task can be configured to perform two different ways in the IVR.
1. The Voicemail task by itself, will send the caller to the campaign’s voicemail.
2. The Voicemail task attached to the timeout of the Extension task, will send the caller to the agent’s
voicemail. If the agent’s extension is valid, the call will be queued for the specified agent until the agent
answers or, the timeout limit has been reached. If the agent is not available and voicemail is enabled, the
caller will be sent to the agent’s voicemail.



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