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TeamMax
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call center software for small to medium sized businesses

make up campaigns and assign them to agents, manage calling lists and do not call numbers

avoid calling numbers in your do not call list


CallAssist
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quickly make a large number of outbound telemarketing calls

telemarketing dialer to automatically dial
avoid calling number in your do not call list

avoid calling number in your do not call list

1. How do I import a list of numbers into CallAssist?
2. What is CSV and how can I save my file in this format?
3. Will CallAssist work across a network?
4. After dialing the call, the program automatically hangs up. Can I stop this happening?
5. After dialing the first call, the program won't work anymore
6. What type of modem do I need to work with CallAssist?
7. I'm having problems getting CallAssist to work on Windows 95. What can I do?
8.I'm having problems getting CallAssist to work on Windows 2000. What can I do?
9. The ReadMe file talks about Unimodem V. What is this?
10. How do I connect a telephone/headset?

1. How do I import a list of numbers into CallAssist?
For importing, you need to use a CSV file format. You need data for the Name and Telephone fields only (ie ignore the 'Done' field). If your application where you store these details can't export these fields in .CSV format, we suggest you use Microsoft Excel to prepare your file. Copy and Paste your Name and Telephone number data to Microsoft Excel, putting the Name field data into Column A, and the Telephone field data into Column B. Don't put a heading above the columns on your Excel spreadsheet.

If you don't have Name details, ie you are only using telephone numbers, still leave a column A blank and put the Telephone Numbers into Column B. In Column A, put a spacefiller, e.g a fullstop. Select the cell with the fullstop in it, and drag the handle on the bottom right corner all the way down until the there are as many cells with fullstops as there are cells with telephone numbers. Your file in MS Excel will look like this (if you don't use names. If you do use names, a name will be where each full stop is):

. 8554665

. 4856745

. 4879985

etc

Each fullstop (or name) is in it's own cell, each phone number is in it's own cell.

Save the file then go to CallAssist and select Import Dial List from the File menu and select the CSV file you saved.

For information from the Help File on this subject, click on the Contents Option from the Help drop down menu. The Help File will open at the Contents Tab. Double click on the book title: Setting up, Importing and Exporting the Diallist, then choose: Importing the Dial List: File Menu - Import Dial List.

2. 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.

3. Will CallAssist work across a network?
No, CallAssist needs to be installed on each desktop computer, not on a server. You can however access a shared Do Not Call database of numbers across the network from within each copy of CallAssist.

4. After dialing the call, the program automatically hangs up. Can I stop this happening?
In most cases this is how CallAssist is meant to work. When you click on Dial or press F11 CallAssist 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 CallAssist 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 CallAssist to not hangup the call, 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)".

5. After dialing the first call, the program won't work anymore
This usually is a problem with your modem driver setup. Please uninstall your modem driver then reinstall it and try the program again. Do NOT uninstall CallAssist first.

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

7. I'm having trouble getting CallAssist to work on Windows 95. What can I do?
For information on setting up under Windows 95, click here.

8. I'm having problems getting CallAssist to work on Windows 2000. What can I do?
Some people who have used TAPI-compliant software such as CallAssist, with modems successfully on previous operating systems, have found that after upgrading to Win2K, they are no longer able to do so. Unfortunately we cannot offer any solutions for this. Please be sure however that you have the latest driver from your modem manufacturer. It is also worth trying to fix the problem by uninstalling your modem driver then reinstalling it (without uninstalling CallAssist).

9. The ReadMe file talks about Unimodem V. What is this?
For details about Unimodem V, click here.

10.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 CallAssist 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 the 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). CallAssist 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.