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Frequently
Asked Questions
- Is there any documentation
on TeamMax?
- How do I import a list of
numbers into TeamMax?
- What is CSV and how can I
save my file in this format?
- Will TeamMax work across
a network?
- How do the three components
to TeamMax work?
- After dialing the call, the
program automatically hangs up. Can I stop this happening?
- What type of modem do I need
to work with TeamMax?
- I'm having problems getting
TeamMax to work on Windows 95. What can I do?
- How do I connect a telephone/headset?
- What is the contact card
for?
- What are the differences
between Demand Dialing and Predictive Dialling?
- What is the difference between
TeamMax and CallAssist?
- Why
does my agent software not login after installing SP2 on WindowsXP?
- 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 3 PDF Brochures, click on the below links
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?
Call Assist 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.
If you need assistance from us please purchase
a 1 hour telephone priority support
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.
If you need assistance from us please purchase
a 1 hour telephone priority support
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