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Common Questions

Call Center Software


Frequently Asked Questions

  1. Is there any documentation on TeamMax?
  2. How do I import a list of numbers into TeamMax?
  3. What is CSV and how can I save my file in this format?
  4. Will TeamMax work across a network?
  5. How do the three components to TeamMax work?
  6. After dialing the call, the program automatically hangs up. Can I stop this happening?
  7. What type of modem do I need to work with TeamMax?
  8. I'm having problems getting TeamMax to work on Windows 95. What can I do?
  9. How do I connect a telephone/headset?
  10. What is the contact card for?
  11. What are the differences between Demand Dialing and Predictive Dialling?
  12. What is the difference between TeamMax and CallAssist?
  13. Why does my agent software not login after installing SP2 on WindowsXP?
  14. Why does my agent software not login after installing SP1 on Windows2003 server?


1.Is there any documentation on TeamMax?
Yes. The user guides are installed when you download the software.

There are also three PDF Brochures, click on the links below to downloads

Compare TeamMax Editions Marketing Brochure

Compare TeamMax Editions TeamMax Feature Brochure

Compare TeamMax Editions TeamMax Technical Brochure


2.How do I import a list of numbers into TeamMax?
For importing, you need to use a CSV file format. You import the numbers in TeamMax Manager software. Please refer to the TeamMax Manager & Server User Guide.pdf document for step by step instructions.

3.What is CSV and how can I save my file in this format?
CSV is a commonly used text format. You can use Microsoft Excel to save files in this format (Select File/Save As and choose CSV from the Save As Type box). See the previous question for more info on importing.

4.Will TeamMax work across a network?
Yes TeamMax software is specifically designed to network. It contains three components: TeamMax manager, TeamMax server and TeamMax agent. The TeamMax manager software is where you import you telephone numbers and assign them to campaign. It where you set up your telemarketers and assign them to teams and you can view reports and statistics.
You also import your DNC numbers using your TeamMax software.

5. How do the three components to TeamMax work?
The TeamMax server software is usually located on a central computer it doesn't need to be on a server but it needs to be on a computer that all others have access to.
The TeamMax server software connects to the databases and talks to the Telemarketers software.
Each Telemarketer uses the TeamMax agent software.
They click on a dial button in the software and that sends a message to the TeamMax server software asking for the next lead.
The TeamMax server software checks to see if any call backs need to be sent to the agent and if there is none it send the agent a fresh lead.

And of course it checks the DNC database to make sure its OK to send the next lead to the agent.

6. After dialing the call, the program automatically hangs up. Can I stop this happening?
In most cases this is how TeamMax is meant to work. When you click on Dial or press F11 TeamMax will automatically start to dial the number. You need to pick up the telephone that is connected to the same line as your selected modem so you can take the call. When TeamMax has made the connection to a ringing (or busy etc) telephone line, it lets go of the call, ie it hangs up, allowing you to take over the call from your telephone receiver. A message appears: "Hanging Up" to warn you this is about to happen. If you haven't picked up your receiver, the call ends.
If for some reason (e.g you have a headset connected directly to the modem), you want TeamMax to not hangup the call, in TeamMax Manager first click on Options under the View drop down menu, then select the General Tab. Next, untick the checkbox marked: "Auto hang up after call dial (usual settings is ticked)".

7. What type of modem do I need to work with TeamMax?
You need a TAPI-compliant modem. For more information on what TAPI is, click here

8. I'm having trouble getting TeamMax to work on Windows 95. What can I do?
Although TeamMax should work on Windows 95 and 98 we no longer provide support on these operating systems.

9.How do I connect a telephone/headset?
On the agents computer unless you have special TAPI compatible hardware it is most common to need to have a telephone in parallel to your modem. You use a double telephone adaptor and have that plugged into your telephone line. Then one side of the double adaptor goes to your modem and the other to a conventional telephone/headset.
Depending on how you set up TeamMax you may set it to auto hang up the modem after dialing the call. If this is the case when the dialing message box pops up you have 2 or 3 seconds to pick up the call (via the telephone or headset) and then the modem drops out of the call (and hangs up) leaving you with the call that will now be either ringing or answered by the called person. Using auto hang up means you don’t need to click the Hang Up button at the end of the call and it also means the modem is ready faster for the next call.
The auto hang up setting is found in TeamMax manager under menu Options then Settings then see the check box that reads ‘Auto hang up after dialling’. If unticked then auto hang up will not be done and you will need to click the Hang Up button to disconnect the modem (or other telephony device). TeamMax gives the ability to play a prerecorded wav message (message.wav in the main agent folder) to voice mail and answer machines and it also allows you to record the conversation. When you want to use these features you should not use the auto hang up function as the modem must remain in the call. In ListDial it would be usual to use the auto hang up function.

10. What is the contact card for?
In the TeamMax user guide there is a couple of great examples of how to use the contact card. The contact card is a global contact directory. The contact card is across all of your campaigns not the just campaign you are working on. The dial card contains the lead data for the campaign you are working on and once you have called those people you will probably never refer to that dial card again where as the contact card will appear whenever the telephone number in a campaign turns up. It allows you to make notes off previous calls and have some history on the contact. Some people won't use the contact card and others will. It will depend on your sort of business, if you ring the same group of clients ever year then you should consider using the contact card because you can create your campaign from your contact card. If you are ringing a large number of people to find sales leads and you will seldom call them then the contact card is probably not beneficial unless you want to make up, a contact card for those who want to purchase your product.

11.What are the differences between Demand Dialing and Predictive Dialling?
There are several dialing methods in a call center
The first is Manual Dialing, which is when you are working without call center software and dialing by hand

Then you have Preview Dialing, this is when the lead is displayed on the screen in a preview mode so you can preview the lead before you dial and then you can dial using the call center software.

Demand Dialing is similar to preview dialing except as soon as the telemarketers gets the lead it starts dialing and the telemarketer can read the lead while its dialing. In preview dialing and demand dialing the dialing takes place at the Telemarketers computer.

And then you have Predictive Dialers.
Predictive Dialing is when you have a centralized dialer that automatically makes a large number of calls and when it finds someone answering the phone it transfers it to a telemarketer if one is available. One of the problems with predictive dialers is if there are no available telemarketers the call gets dropped. This means if you have less than a dozen or so telemarketers you run the risk of dropping too many calls.

12.What is the difference between TeamMax and CallAssist?
CallAssist is for one telemarketer TeamMax is for 2 or more telemarketers and allows the databases to be located and controlled from one computer.

13. Why does my agent software not login after installing SP2 on WindowsXP?
TeamMax Server uses what is know as anonymous DCOM. WinXP SP2 adds security to DCOM and effectively disables the anonymous DCOM.
Solution:
Click here to detail what you need to do to resolve this without getting into the explanation.
The document details the steps you need to take to resolve this.

14. Why does my agent software not login after installing SP1 on Windows2003 server?
TeamMax Server uses what is know as anonymous DCOM. Windows Server2003 SP1 adds security to DCOM and effectively disables the anonymous DCOM. This is the same issue as Windows XP SP2.
Use the fix for XP SP2 as detailed below.
Solution:
Click here to detail what you need to do to resolve this without getting into the explanation.
The document details the steps you need to take to resolve this.

 


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