Frequently Asked Questions - astDIAL

astDIAL FAQ - INDEX

Downloading App

Managing Campaign

Monitoring

MISC

  • 28. How can I experience a Free Demo?

    • Downloading App

    How to download your app?

    Here are the instruction if you are using the android app for the first time.

    • Download astDIAL from Google Playstore
      Ref : https://play.google.com/store/apps/details?id=com.asttecs.astdialer
      or,
      go to the playstore, and type astDIAL
    • Accept all the permissions while installing
    • Go to the top-right corner, and select 'menu' to go to the organization
    • Insert your organization, as per credentials. Save it.
      (Note: Write to us at support(AT)astCRM(DOT)com – for getting a “Demo” account, or if you are our subscribed client, get your own organization name.)
    • 5. Insert your username and password. (or, Get your Username and password from admin)
    • Select a campaign from the displayed list
    • Dial the number, by clicking the “Dial” button
    • Post call, click on the ‘Dispo’ button, to provide the call inputs
    • You can select the appropriate inputs under connected or not-connected section

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    I cannot log into the app

    If you are not able to log into the app, check following:

    • Make sure your Internet connection is proper
    • All permission on installation of the app is selected
    • Organization : The ‘Top Right Corner” in login screen is the option to insert an organization. Please check if the organization is inserted properly.
    • Organization Name is all ‘small case’
    • There is no space – before, after, or in-between the organization name
    • Check with your Admin if you are using correct Username / Password to login
    • Check with your Admin if they have assigned you atleast single campaign with data

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    Organination Name Does not exist

    If you are trying to save the organization name, and getting the error that says “Organization Name does not exist”, check for the following:

    • Check your internet connection
    • Check if the organization name is all ‘small case’
    • There is no space – before, after, or in-between the organization name

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    Login Failed Unknown

    While inserting Username / Password, you are getting the error that says “login Failed unknown”, check for the following :

    • Check your internet connection
    • Check with your Admin if you are using correct Username / Password to login
    • Check with your Admin if they have assigned you atleast single campaign with data

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    I do not see any data in Campaign

    If, after login, or after dialing a number, suddenly you come accross a screen that does not show any data

    Check for the following:

    • Ask your admin to check if you dialed all the contacts
    • Ask your admin to recycle the contacts based on “No Disposition” option

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    Dispo Not Available. Contact Admin

    If you are in a Campaign, and getting the error that says “Dispo not available, contact admin”.
    This is an indication where the admin forgets to assign the dispositions for the campaign.
    Please contact your admin, to assign the disposition to your campaign

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    Distorted App Layout

    If you are experiencing a distorted layout for the astDIAL android app, you can install the Older version from the Link below:

      Steps to Install the Older version:

    1. Uninstall any version of astDIAL already installed on the phone
    2. Download the APK file from the link to your phone
    3. Go to the folder containing the downloaded file, and install the app
    4. Disable any auto update setting from the Phone, to stop the further upgrade of this app

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    Cannot see all the disposition

    The latest Android app is designed to offer speed and cosmetic look for new generation android apps. This has the limitation of 15-20 disposition per campaign.

    However, if your business wants you to manage more disposition, which are failing to display on your mobile device, you can install the Older version from the link below:

      Steps to Install the Older version:

    1. Uninstall any version of astDIAL already installed on the phone
    2. Download the APK file from the link to your phone
    3. Go to the folder containing the downloaded file, and install the app
    4. Disable any auto update setting from the Phone, to stop the further upgrade of this app

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    How to do Manual Dialing

    At times, the telecallers have to make outgoing calls manually.
    This can be achieved in 2 ways:

    • For 1 or 2 random outgoing calls, between their regular Preview / Auto Campaign, the user can go to top right corner of their phone screen, and select “Manual Dial”
      option. (After completion of Manual Dialing, they can go back to their regular campaign)
    • For regular outgoing manual calls, the users can request the Admin to create a Manual Campaign.

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    How to register an incoming call

    While you are making outbound calls, it is quite obvious that some of your contacts may call you back.
    Below are a couple of methods to register their calls

    • In our latest app, at the incoming call, a screen will be displayed with the incoming call number. The user can fill the name of the caller, and select the disposition from the available options.
    • For the old app (Link), and for some of the mobile devices using the new app, the user can go to the top right corner and select the “incoming” option. Insert the name and number manually, followed by the disposition on the call.

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    Managing Campaign

    How to Setup Campaign?

    astDIAL is an android app for call center suit for outbound processes. A Plug and Play technology for SMEs and domestic contact centers who wish to operate on the OPEX model. *astDial combines the ubiquity of Cloud Solution with the flexibility of Mobile Technology to create a unique solution, eliminating infrastructure requirements. The hassle-free android app that only requires internet connectivity to create a complete call center experience.

    Steps to Setup Campaign:

    • #1. Create CSV file for the data to be uploaded (Minimum field required : Name + Phone No# + Comments + List ID )
    • #2. Log into the CRM and Go to "Contact" Module
    • #3. Click on "Import" Link
    • #4. Chose the location of the CSV file, upload, and save.
      #4.1. Upload the file
      #4.2. Map the fields of the CSV with fields of the CRM
    • #5. Once uploaded, setup contact filter: Contact by list
      #5.1. Edit the filter: Contact by list
      #5.2. Under 'Choose filter condition' set List ID equals <<name of the list id recently uploaded>>.
    • #6. Go to "Campaign" Module
    • #7. Create a campaign, with
      • Assign To : <>
      • Campaign Status : Active
      • Campaign Type : Preview Dialing
      • Max. No# of leads 3
      • Save

      (Note : Skip this step, for uploading the list to an existing campaign)

    • #8. Link the contact with this campaign.
      #8.1. Go to the campaign, by clicking the name of the campaign
      #8.2. Select contact icon, or add from Add Contact Button
      #8.3. In 'select to load list' section, select Contact by List filter.
    • #9. Link the Dispositions with this campaign
      #9.1 Select Main Dispo icon from the Campaign Summary Page
      #9.2. Click on 'Select MainDispo' button to view all the dispositions created in the system in a pop-up window.
      Check the Dispositions you want to include for the campaign.
      #9.3. Click on the 'Select' button, from the pop-up window, to add these disposition to the campaign.
    • #10. The agent will get the list on their mobile Phone.

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    What is List ID?

    List ID is a unique value that should be uploaded while uploading any file.
    This value is not mandatory but plays a very important role in handling data. The admin can filter out a group of contacts easily by knowing this list ID.
    The ‘List ID’ can be specific to a user, upload data, or campaign, or any other important parameter that is required to filter your data.
    A filter in contact “Filter by list ID” can be used to filter the selected data from the rest of the contacts. Which can be eiter assigned to a campaign, or can be deleted.

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    Agents not getting data in their campaign

    When your telecaller complaints on not receiving the data in their application, please do the following check:

    1. Check the Data
    Please go to the ‘campaign’ from the CRM, click on the name of the campaign, and see if the user has completed the data, or the data is missed from dialing. The quick check is to go to the last page of the contacts within a campaign and see if the contact at this page is an attempt to dialed. If yes, then, the data is completed. If not, then the data is skipped.

    2. Upload the Data
    By upload the new data, and assigning to the same campaign, you can enable the dialing again. Ask the user to Logout, and Login to start receiving the data again to the Android application.

    3. Recycle the Data
    If the data is missed, Recycle the data based on “No Disposition” option.
    You can also recycle based on other options available.

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    How to Recycle?

    Many times we want to redial the list of leads based on their disposition. For example, all the leads with disposition ringing no response needs to be dialed again.

    Untill now, the team leads were asked to create the new campaigns for every re-dial.
    But, now the redialing can setup in few clicks.
    Below are the steps to setup redialing.

    1. Go to the campaign module
    2. Click on the campaign needs redial
    3. Click on Recycle button, on the campaign page
    4. Provide the relevant Disposition for which you want to redial the numbers
    5. Click on the Apply button after selecting the right disposition

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    How to Transfer Leads?

    While running a campaign, you may face situation where you want to transfer the Leads from the current campaign to another campaign.
    For instant, all the “interested” leads from a Fresh Campaign, should be moved under the bucked of more experienced tellecaller.

    Below are the steps to setup to transfer the data.

    1. Go to the campaign module
    2. Click on the campaign name from which you want to transfer the contact.
    3. Click on the Transfer button, from top right corner of the campaign page.
    4. Provide the relevant Disposition for which you want to Transfer the numbers.
    5. Select the name of the new Campaign, where you want this tranfer to happen.
    6. Click on the Apply button.

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    How to Assign Camapaign

    A campaign can be assigned to an individual or a group. Both options are avaiable in Assign To field, while creating a campaign.

    To Create a Group, the admin can go to Menu >> Setting >> User Management >> Groups

    • Click on “Add Group” to create a new group; or edit any available group.
    • Add the individual names to the group and Save it.

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    How to Create Auto Dial Campaign

    An ‘Auto Dial’ Campagin triggers the auto dialing of the calls. Few priliminary requirements are:

    1. Upload the data into a campaign
    2. Setup Campaign Type as Auto Dial
    3. Default outgoing “Sim” to be selected in the phone device

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    How many disposition per campaign?

    The system does not restrict any number on disposition per campaign. However, our latest app restrict the display of disposition between 15-20.
    Also for better results it is highly recommended to keep the disposition between 5-10.

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    How many contacts per campaign?

    The system does not restrict any number on contacts per campaign. However, for better results it is highly recommended to keep maximum 10,000 contacts per campaign.

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    How to assign / remove call back option from a disposition?

    You can create your own disposition. Or can use default disposition created by the system.
    If you wish to add the “call back” option with a disposition:

    • Go to Menu >> Tool >> Maindispo
    • Select your disposition and edit it.
    • For Call back option – Select ‘yes’ to add, and Select ‘no’ to remove.

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    How to Delete Data (Contacts)?

    To Delete contacts:

    • Go to Menu >> Marketing >> Contacts
    • Edit the filter "Contact by List ID" by using List ID to be deleted
    • Select the checkbox for selecting all the contacts
    • The system will display the total number of contacts, if the contacts are more than 20 for selecting. Click to select.
    • Click the delete button.

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    Monitoring

    Where to get reports?

    There are multiple Reporting System

    1. Dashboad (Menu >> Dashboard)
    The objective is of give your team’s overview

    2. Real Time (Menu >> Tools >> RealTime Report)
    This screen explains current status of your individual users, including thier total calls and time spent for the day.

    3. Analytics (Menu >> Analytics)
    The 3-screen system gives complete 360O view on “Leads”, “Agents” and “Campaigns”.

    4. Reports (Top right corner icon)
    Download / Extract the reports in sheets.

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    How to get report for specific dates?

    Any report can be download from:

    • Report (top right corner icon) >> Last Call Status Report
    • Download as Excel or CSV
    • Open the file and apply the ‘auto filter’
    • Now select the dates for which you want to access the data.

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    How to get report for specific user(s)?

    Any report can be download from:

    • Report (top right corner icon) >> Last Call Status Report
    • Download as Excel or CSV
    • Open the file and apply the ‘auto filter’
    • Now select the user for which you want to access the data.

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    Where to get Real Time Screen

    For Real Time Screen go to
    Menu >> Tools >> RealTime Report
    This screen explains current status of your individual users, including thier total calls and time spent for the day.

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    Can I get individual call duration?

    To get individual user call duration for any date:
    Go to Menu >> Call Reports >> Agent Performance Report

    Individual call duration is not available is astDIAL. You can upgrade your services to astDIAL+

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    How to know how many contacts are yet to dial in a campaign?

    To know how much data is yet to dial in any campaign, go to:
    Menu >> Analytics >> Campaign Report

    The Graph Title “Pending Calls” shows how much percent of data is pending for each campaign. Highlighting the campaign color will give you exact data on pending calls.

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    MISC

    How can I experience a Free Demo?

    Here is the demo to our Work From Home Call Center Solutio

    Agent's Credentials

    The agents can use their mobile phones to dial the calls, and provide the proper disposition for each call. They can also schedule the call back option, and later access the call back details in the app.

    Download app : https://play.google.com/store/apps/details?id=com.asttecs.astdialer

    • Organization : xdial
    • Username : 9999088880 | Password : 123123

    Steps to Dial:

    1. Download astDIAL from Google Playstore.
    2. Accept all the permissions while installing.
    3. Go to top-right corner, and select 'menu' to go to organization
    4. Insert your organization, as per credentials. Save it.
    5. Insert your username and password.
    6. Select the proper campaign from displayed list.
    7. Dial the number, and dispose the call later
    Admin Credentials

    The admin can monitor the complete activities of the agents, using the web based platform.

    Steps to view the monitoring panel:

    1. Log to admin panel
    2. Dashboard : Complete overview of activities till date
    3. Real Time : Agent's and dialing status
    4. #4. Daily Report: All the stats by date
    5. #5. Report Module - To view, to filter, and to export

    Feel free to reach us for any further clarification.

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