In this document you can find the brief details of setting up any campaign & start the calling externally using the VMukti BizCom. For calling, an admin user has to give the PBX configuration (Provided by VOIP) from Settings > PBX Configuration.

The basic steps after configuring the PBX are as follows:

UserInfo Module: 
It contains the detail of all the users who are registered. We have provided mainly two user rights that are admin & agent. Admin role has all the rights like to manage the campaign, to design CRM, Script and Disposition List, leads management including adding the new user role. Agent role has the right of calling and can edit the information of a particular lead while calling if required. Agent can able to interact only with those modules which admin has assigned to a particular agent.

How to add new User? 

• For the admin or agent role select the admin or agent role from role assigned.
• Check marks Is Active for the active user.
• After filling the details click on save button.

An Administrator can delete the user or edit details to any user’s details.

Group:
Group contains the list of users assigned to a particular group. All users of a group will be available for calling if a particular group assigned to a campaign. Admin can add/remove a user from a group if required.

How to create a Group? 

• After drag and drop the Group clicks on the group & give the name of group whatever you wants.
• Check marks Is Active for make the group active.
• Click on user and assign the users to the group.
• Click on save button.

An Administrator can delete the Group or edit details to any Group.

Calling List:
Calling list contains mainly two things. One is the calling list & other is DNC (Do Not Call) list. You have to select a calling list at time of importing leads. Agent will be able to call only those leads which calling list will be assigned to a campaign. Calling list should be in active mode to assign in a campaign. An administrator can create the list according to the use.

How to create a Calling List? 

• After drag drop the calling list give the name of the calling list.
• Check marks Is Active for make the make calling list active.
• If an administrator wants to make it as a DNC list, check marks the DNC List also.
• Click on Save button for saving the calling list.

An Administrator can delete the Calling List or edit details to any Calling List.

Disposition: 
Disposition is very important widget. It contains mainly the called status information. A agent has to select the disposition according to the called status type and can give specific reason to any ended call. Disposition mainly categorized in three widgets:
Disposition
Disposition List
Disposition Render
Disposition contains the all the default disposition and also contains the information for that particular disposition. A user can add new dispositions.

Disposition list contains the name of disposition. A user can create a disposition by filling the all required information & selecting required dispositions for the calling. After selecting the dispositions click on save button. A user can make the change into the status by checks mark or checks out Is Active.

Disposition render is used for giving the dispositions to a called number while automatic dialing through the dialer.

Customer Relationship Management (CRM): 
Customer Relationship Management (CRM) is used to display customer information on CRM render at the time of calling dynamically and you can update the customer information dynamically while calling. You can design CRM using CRM module according to your requirement and customize also.

CRM Module supports the multiple tab items; you can design personal information on one tab and professional information on another tab. An administrator can create a new CRM & design the CRM by clicking on design CRM.

How to Design a CRM?

         Property Window: 

• Height & Width: Give the Height & Width appropriately.
• Left & Top: Used to select the left & top distance appropriately.
• Fore color & Back color: Select the color for fore & back.
• Contents: All the details which needs to be written from contents.
• Font: The size & type of font should be selected from font.
• Content Align: By this we can select the alignment left, right or center.
• Border thickness & color: By this we can select the border thickness size & color.   

         Controls:

• Textbox: Drag & drop the textbox to the field. It is used for writing something during the calling like address & other details.
• Label: Drag & drop the label to the field.
• Tab Control: An administrator can add a new tab by clicking on add new tab.
• Header: An administrator can give the name of the tab using the header.
• Height & Width: The height & width can be set by the height & width.
• Database: An administrator can select the lead format & the given field in the lead format from drop down and bind it to the label.

After completion of design, click on save format. This will save the designed CRM.

Script:
 Script enables companies to define each step of the call interaction flow and clearly presents the relevant data to the agent. Scripts guide agents through dialogs with customers, while managing contacts, controlling interactions, and updating databases. The scripts are mainly three types: Static, Dynamic & Web. Web script is one type of URL; a user can browse the URL and can able to see the script.

How to use Script?

      Property Window:

• Height & Width: Give the Height & Width appropriately.
• Left & Top: Used to select the left & top distance appropriately.
• Fore color & Back color: Select the color for fore & back.
• Contents: All the details which needs to be written from contents.
• Font: The size & type of font should be selected from font.
• Content Align: By this we can select the alignment left, right or center.
• Border thickness & color: By this we can select the border thickness size & color.

      Controls:

• Textbox: Drag & drop the textbox to the field. It is used for writing something during the calling like address & other details.
• Label: Drag & drop the label to the field.
• Button: Drag & drop the button to the field.

Database: An administrator can select the lead format & the given field in the lead format from drop down and bind it to the label. 
API: An API contents the agent information like First Name, Last Name, Agent ID and all. These can be bind to the label.
Dispositions: An administrator can bind the dispositions to the buttons from the dispositions.
Back to Q/A: An administrator can come back to question by clicking on the back to   Q/A. 
Next & Previous: If the script having more than one page at that time the next page & previous page can be done through the next & previous button. 
Finished: After the design completion click on the finished button.

Note: An administrator has to add question field before designing the script.

Lead Format Designer: 
Lead Format Designer is a module to design the format of the lead. An administrator can design the particular lead format for uploading the lead. Leads will be import only when the format of lead will similar to the format of lead file (xls, csv, txt).

Admin can add new field to the custom fields as per requirement and also can control the size of field. User need to map the column number with the field.

How to design a Lead Format?

• Drag & drop the lead format designer.
• Give the name of the new lead format and other details & click on next.
• Bind the particular column for the particular field value. An administrator can add a new field by clicking on add new field.
• Click on save to save the lead format.

 Import Leads: 
An administrator can import the leads in mainly three formats Excel, Text & CSV. An administrator has to import the leads according to the lead format. After selecting the lead format, calling list, filter & giving the path of the leads & clicking on finish it will go to upload the leads to the database. After completion of importing the lead the message arrives, it contains the details of the proper formatted numbers which is entered in the database.

An administrator can upload the DNC calling list also and also can make a single number DNC.

Campaign: 
Campaign is a widget which attaching the all previous widgets. In that an administrator has to provide all the details of calling list, groups, disposition, script & other details. In other detail if the administrator would like to save the conversation a user has to select the save recording format.

DashBoard:
Dashboard is a very useful widget for Administrators. An Administrator can view logged in agent status, called number, last given disposition, call duration etc. The administrator has the rights for hang-up, barge & hijack the call of any agent. This module contains all the report modules (which contain all the reports regarding the agents-explain in reports) & also having the treatment functionality to treat any user located in the particular campaign.Admin can apply a treatment on running campaign and also can change the campaign of a user runtime.

How to Use?

• Drag the Dashboard.
• Select the campaign. An administrator can see the all the agents status who are logged in & assign to that particular campaign.
• Barge is the functionality where the administrator can barge the call of agent & listen the talk of the agent with a customer.
• Hijack is the functionality where an administrator can hijack the call of the agent. (Only the administrator & called person in the conference).
• An administrator can treat any user of the campaign by clicking on the campaign & the user and can able to give the needed treatment.
• Clicking on any reports & select the campaign & the time duration & click on go. These will show the reports.

Reports:
It contains all the reports. An administrator can know all the report by selecting the campaign & proper time period. Here there are mainly 11 reports types. 

Report count by disposition: It will show the number of count that is assigned to the disposition.
Report count by state: It will show the number of count that is assigned to the state.
Report count by zip code: It will show the tele-number count according to the zip code.
Report CRC by Agent: It will show the number of count that is assigned to the agent.
Report CRC by Campaign: It will show the number of count that is assigned to the campaign.
Report dial table: It contains all the details of the number of dialed numbers. Also it contains the details of no of callback numbers.
Report history: It shows the history of the no of calls & their disposition.
Report remaining leads: It contains the details of no of remaining leads in the database.
Report SPH by time-zone: It shows the sales per hour details by a user according to the time-zone.
Report Tele Num-audit: It contains the history of the total uploaded numbers into the database & out of which how many numbers are called and how many remained.
Report user audit: It shows the history of the particular user. It contains the number of call done by that particular user.
 

Recycle:
Recycle is used to recycle the called leads according to the given disposition. Admin can recycle the called leads of a particular calling list and a particular campaign.

How to Use?

• Drag the recycle widget.
• Select the campaign will shows all the numbers,
• By selecting the disposition & click on recycle the number saved with disposition are re-fetched to the database with the change of status calling to the fresh.

Calling Modules:
Three Modules are required to make a call possible: - Soft Phone, Dialer and Disposition Render. All node acts as a PBX, no need of centralized PBX. Dialer contain own database which helps to improve database performance.

There are mainly two types of calling modules:

Auto progressive dialer & Auto progressive soft phone.
Load both the widgets by drag drop them. Select the type in the auto progressive soft phone like start automatically dialing or manual dialing. By clicking on start automatic dialing it start the automatic dialing form taking the number from the lead which is uploaded by administrator. While clicking on manual dialing a user has to dial the number manually.
Progressive dialer & Progressive soft phone.
Load both the widgets by drag & drop. The predictive dialer is very much useful according to the call center point of view. It fires the two calls at a time so if one number is busy at that time it redirects to the other & if one is working at that time the other is one waiting form as like as hold. The usage scenario is same as like as Auto progressive dialer & soft phone.

Bulk Location Update:
Three Modules are required to make a call possible: - Soft Phone, Dialer and Disposition Render. All node acts as a PBX, no need of centralized PBX. Dialer contain own database which helps to improve database performance.

How to Use?

• Drag the bulk location update widget.
• After clicking on add type some location & click on precede.
• Then as like as that select country, state etc. & then click on proceed.
• Click on Save

Filter and Treatment designer:
By using this widget an administrator can restrict the users for the particular. It is just a filtering & treatment process of the leads. A filter is used while importing leads while a Treatment is assigned to a campaign dynamically.Treatment is used to filter some leads as per requirement while calling dynamically upon assigning a treatment to a "Campaign" or "User Group".