In order to streamline support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required.
Updated Friday, August 5, 2011
If you have more than one seat, please remember that each AGENT user id and password must be used with the corresponding SOFT PHONE number and password. Mixing and matching user name and passwords will cause the soft phone to not work properly.
If you run into any issues, please refresh your browser FIRST and then clear your history, cache, and cookies (to find out how to do so, please click the DISPLAY button below and it will give you step-by-step instructions as to what to do). It is recommended that you constantly clear out the history, cache, and cookies so that your browser will not slow down due to “information overload”.
Click on one of the links below for more information on the following:
ANSWERING MACHINE AND ON HOLD RECORDINGS
MANAGING YOUR LEADS
When leaving voice mail messages using the PLAY RECORDING button while on a LIVE call, you must wait until you hear the entire message and “beep” before pressing the PLAY RECORDING button to ensure your messages are delivered 100% of the time.
What are ON HOLD recordings and how are they used?
Since our solution dials multiple lines at a time, an ON HOLD recording is the recording that other lines will listen to while you are on the phone with a live caller. The purpose of the ON HOLD recording is to stall or keep the other prospects on the phone for a few more seconds until you are finished with your live phone call.
Can I record messages using my own voice?
Absolutely. Your ON HOLD and ANSWERING MACHINE recordings are recorded in your voice to add authenticity to your calls and increase your return rate during calls.
Do you have any examples and suggestions for the ON HOLD messages?
How do I create my ON HOLD and ANSWERING MACHINE recordings?
How do I rename my recordings?
How do I schedule a new appointment?
Appointment days will be highlighted on the calendar and individual appointments will show up on your daily planner.
How do I change an appointment or a scheduled call back?
How do I change the Caller ID?
How can I avoid getting answering machines when I am making phone calls?
Edit your campaign to change the PHONE RING TIME to three or four rings and this will drastically decrease the amount of answering machines you reach.
Do I pause or stop my campaign?
Most times you will PAUSE a campaign rather than stop it. When you PAUSE a campaign (for however long you need to do so) the campaign will resume calling the campaign from where you left off. When you STOP a campaign you will resume calling from the beginning of the campaign and call names you have already called.
Does the campaign automatically pause as soon as I hit the pause key?
Our solution dials more than one line at a time in order to keep you continuously talking to live people. When you PAUSE a campaign the system will finish dialing the cycle of numbers that it started then it will PAUSE the system.
How can I add custom disposition buttons for my calling campaigns?
Explain to me how the FTC Abandonment Meter works?
The FTC monitors the amount of dropped phone calls made in the form of the Abandonment Rate and that rate is 3%. The FTC’s 3% is equal to our 100% so if you see the meter rise up to 80 – 90% then you should slow down your rate of calling from 4 lines per hour to 3 lines or 3 lines per hour to two lines.
Will SalesDialers allow me to record my phone calls?
Absolutely! Unlike some dialers we don’t charge for this feature. You can record all conversations in a campaign and use it for training, monitoring and customer satisfaction. Just be sure to be aware of the laws and regulations in your state.
Where do I find the conversations that I have recorded?
Go to VIEW REPORTS and select the appropriate CAMPAIGN, RUN, and STATUS.
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You MUST have a phone number on your csv file before you upload it into the system; even if you are only uploading a file for an e-mail campaign only.
How do I customize, or put a person’s name in an e-mail that I want to send out?
Under “E-mail Templates” go to the tab that says “Create Template”. You will see a drop down box that says “Target Details”. Choose “First Name” and press insert. This will personalize the e-mail by ensuring that their name is in the e-mail when you send it out.
How do I add an image to my e-mail template?
How do I attach a hyperlink to a picture or logo to my e-mail template?
To steps for attach a hyperlink to a picture or logo are:
I’m trying to create a campaign for an email blast but the system won’t let me create the campaign?
There are a couple of things that you need to be sure of:
Where can I view the NOTES that I typed while on the phone with the prospect?
NOTES can be viewed and edited by clicking on VIEW CONTRACTS or VIEW LEADS on the left side of your agent screen.
What is the difference between contact and a lead?
A contact is everyone that is listed in your campaign and a lead is only those people whom you have categorized, e.g. call back, scheduled appointment, got sale, etc.
How can I track the performance of someone I have making my phone calls for me?
You can do this buy clicking on the STATISTICS tab in the lower left corner of your screen after you sign into your AGENT account and select the desired time frame using the calendar to see real-time performance.
How can I change my CALLER ID, NAME, USER NAME, PASSWORD, and E-MAIL ADDRESS?
Can I dial other numbers on my soft-phone or only the ones in the campaign?
The soft phone is configured to work with our solution only so you don’t have the ability to dial other numbers. It has two purposes. 1) The ability to dial into our servers. 2) To allow you to navigate phone trees where you are required to “press 1” to speak with this person.
How can I dial an extension if needed when I call a phone number using the soft phone?
You can simply press the numbers on your soft phone to navigate phone trees and dial extensions.
Why won’t my soft phone open when I click on the program or desktop shortcut?
Most times your soft phone has opened, it is just hidden in your system tray and you can access it by clicking on the menu bar at the bottom of your screen.
CSV - CSV stands for comma-separated value and this is a file format that we accept to import names into the SalesDialers solution. Simply open your Excel spreadsheet, click on FILE, then SAVE AS, the find the CSV or TEXT CSV file format under FILE TYPE and click SAVE.
D.I.D. – This is our Direct-in-Dial option where you dial into our servers using your existing phone landline connection instead of using the softphone.
Disposition - In our solution a disposition is a label you assign to a name like HOT LEAD or CALL BACK or DO NOT CALL and describes the current status of a specific name in your sales process. You assign a disposition so you can easily find, manage, contact, and track leads from cradle-to-grave.
SIP Phone – See Soft Phone.
Softphone - A software program for making phone calls through the Internet using a computer. Often a softphone is designed to appear like a traditional phone with a display panel and buttons. A softphone is usually used with a headset connected to your computer.
WAV - WAV is a file format that the on hold and answering machines need to be recorded. There are several types of WAV file formats so be sure to use the software program we recommend to make your recordings.
“What a great productivity tool! I have literally quadrupled my productivity overnight! The production increases immediately because I am reaching prospects that I might not have even contacted in the past. I’m also so much more efficient in my calling hours because the dialer is doing all the work and calling four prospects at once! It has freed up my days tremendously for other sales opportunities as well since I spend less time on the phone manually dialing. The platform is easy to use and the tech support is quick! Two thumbs up!”
— Tad Buchoz, Newport Beach, CA