Welcome to the support center

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.


Open A New Ticket

Please provide as much detail as possible so we can best assist you. To update a previously submitted ticket, please use the form to the right.

Check Ticket Status

We provide archives and history of all your support requests complete with responses.

Business Hours: Monday - Friday (09:00 AM - 05:00 PM EST)

Phone Support: Monday - Friday (09:30 AM - 05:30 PM EST)

Chat Support: Monday - Friday (09:00 AM - 09:00 PM EST)

Helpful Tips

HELP TIPS

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
APPOINTMENTS
CALLER ID
CALLING
CAMPAIGN RECORDINGS
DISPLAY
EMAIL
MANAGING YOUR LEADS
REPORTS
SETTINGS
SOFT PHONE
TERMINOLOGY

ANSWERING MACHINE AND ON HOLD RECORDINGS

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?

  1. Each ON HOLD message should be between 3-6 seconds long.
  2. Record three ON HOLD messages i.e ON HOLD 1, ON HOLD 2, ON HOLD 3.
  3. Be sure to record messages in the voice of EACH person that will be making calls and EDIT campaign to change to caller’s SPECIFIC recordings BEFORE making phone calls.

Examples

  • Hello…Hello…can you hear me? Hello?
  • I seem to have a hard time hearing you and am hearing some static. Hello?
  • I still can’t hear you. I might have to call you back. Hello.

How do I create my ON HOLD and ANSWERING MACHINE recordings?

  1. Create a folder on your desktop labeled SALESDIALERS RECORDINGS.
  2. Download X-Lite 3 soft phone ( http://salesdialers.com/easycampaign/downloads/X-Lite_3.0.exe ) or any other wav sound recorded from the Internet.
  3. DO NOT USE THIS PHONE TO MAKE PHONE CALLS WITH SALESDIALERS…this is for recording audio only.
  4. Click top left hand button on phone and select OPTIONS.
  5. Under FOLDER FOR RECORDING select the folder you created on your desktop.
  6. Click APPLY and then OK to close window.
  7. Use your headset to make recording and simply press the RECORD button on the phone to START and STOP recording.
  8. Recordings will be stored in folder you created and can be uploaded to your SalesDialers website from here.

How do I rename my recordings?

  1. Log into www.SalesDialers.com/easycampaign using your unique user name and password.
  2. Click on LIST MEDIA on the left side of the screen under MEDIA LIBRARY.
  3. Find the recording that you would like to edit and click on the pencil to the right of the recording.
  4. Edit the name of the recording and select SAVE.

APPOINTMENTS

How do I schedule a new appointment?

  1. On the home screen click “Create Appointment”
  2. When the box pops up, fill in the required information
  3. Press done


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?

  1. Click on your “View Contacts” tab
  2. Either choose the campaign and press “Go” or type in the name and press “Find”
  3. Under “Actions” click “Edit”
  4. Scroll down to the bottom of the screen and in the drop down beside “Lead Status”, this will allow for you to change an appointment and/or a scheduled call back.

CALLER ID


How do I change the Caller ID?

  1. Log in to your manager account
  2. Click the top tab labeled “Users”
  3. Underneath actions, click the edit button (this is in the shape of a pencil)
  4. Scroll down to “Caller ID” and change the number
  5. Save

CALLING

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?

  1. Login to your manager account by entering manager user name and password.
  2. Click on MY DISPOSITION at the bottom left of the screen.
  3. Click ADD BUTTON.
  4. Name your button beside TITLE and click the appropriate ACTION.

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.

CAMPAIGN RECORDINGS


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.

DISPLAY

If you are having display issues, try refreshing your browser. If this does not work, clear out your cache and cookie settings by doing the following:

For Mozilla Firefox users:


  1. Click Tools.
  2. Choose “Clear Recent History” option.
  3. Enable “Cookies and Cache” in the Clear History box.
  4. Hit “Clear Now” button

For Google Chrome Users:


  1. Select “spanner” shaped tool option
  2. Choose “History” option
  3. Click “Edit Items”
  4. Clear all Browsing data.

EMAIL

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?

  1. Find the image that you would like to add to your e-mail template.  Image must be on the Internet.
  2. Right click on the image and select “Copy Image Location.”
  3. Once you are in the “Create Template” module under “E-mail Templates”, click on the “Add Image” icon.
  4. Paste the Image Location here.
  5. Image will be pasted in your e-mail template for you to position for use in your 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:

  1. Go to Create mail template.
  2. Hit the “insert link” option, a pop-up window will appear.
  3. You need to enter the URL of the image or logo in the “URL” field.
  4. Then in the “Text” field you need to type the name of the hyperlink and hit “insert link.”
  5. Then you can go to preview and see a hyperlink in the name you have specified, by clicking that it will navigate to the required image/logo.

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:

  1. Your file with your names and contact information is saved as a CSV file.
  2. Every contact must have a phone number when creating a campaign under ” Business Phone Number” (If you do not have a phone number then you can quickly create a sequential 10-digit numbers in Excel to meet this requirement).

MANAGING YOUR LEADS



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.


REPORTS

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.

SETTINGS

How can I change my CALLER ID, NAME, USER NAME, PASSWORD, and E-MAIL ADDRESS?

  1. Login to your manager account by entering the manager user name and password.
  2. Hit List Users.
  3. Click Edit Option (Pencil Mark Symbol).
  4. Change the information which you would like to change… (Such as e-mail id, caller id, first name, last name and password, etc…).
  5. Select Agent in Default User Group.
  6. Please check the Box in Access User Group as Agent.
  7. Hit Save.

SOFT PHONE

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.

How to Install X-Lite Softphone?
For Window 7/Vista users – Installing X-Lite 4:
1. Go to – http://www.salesdialers.com/easycampaign/downloads/X-Lite_4.0.exe
2. Once you go to the link a download will appear in your web browser (X-Lite_4.0.exe) usually at the bottom of the screen
3. Once the download is complete you can then click on the download icon for X-Lite_4.0.exe,
4. Window will then Prompt you with “Do you wish to run this file” click “Run” or “Yes”
5. When the Installation Wizard for X-lite 4 appears click the “Next” button until the software installs on your computer and then hit “Finish” when it is completed.
6. Click the X-Lite 4 Icon on your desktop and the program will then open.
7. Click the “Softphone” menu at the top of the X-Lite and go to “Account Settings” a dialog box titled “SIP Account” will appear
8. Go to Salesdialers.com and click “Log in” and log in to your Agent Account (for those with multiple agent accounts log in to the agent that is the primary user of that computer)
9. On the homepage of your agent account scroll down past the calender and click on “Show me my Softphone Settings” link
10. On the “Softphone Settings” page there is a black box in the middle of the page you need to copy the data from the corresponding fields in that black box in to the “SIP Account” dialog box on your xlite (They are; “User ID”, “Domain Name”. “Password”, “Display Name”, and “Authorization Name”) Then click “OK” to save
11. X-Lite is now set-up and you can connect you headset and dial in.
Tips:
When dialing in to X-Lite you dial in using your six digit bridge number not your ten digit voip number
If you do not hear any sound when dialing out with your xlite you can check the sound device settings by going to the “Softphone” menu on your xlite and then go to “Preferences” in the “Preferences” dialog box you can click the “Devices” tab on the left hand side and then click “Test Devices” to test to see if xlite is picking up your headset.
For Windows XP Users – Installing X Lite 3:
1. Go to – http://salesdialers.com/easycampaign/downloads/X-Lite_3.0.exe
2. Once you go to the link a download will appear in your web browser (X-Lite_3.0.exe) usually at the bottom of the screen
3. Once the download is complete you can then click on the download icon for X-Lite_3.0.exe,
4. Window will then Prompt you with “Do you wish to run this file” click “Run” or “Yes”
5. When the Installation Wizard for X-lite 3 appears click the “Next” button until the software installs on your computer and then hit “Finish” when it is completed.
6. Click the X-Lite Icon on your desktop and the program will then open.
7. Click the down arrow ico at the top of the X-Lite and go to “SIP Account Settings” a dialog box titled “SIP Accounts” will appear, click “Add” and another box titled “Properties of Account 1″ will open.
8. Go to Salesdialers.com and click “Log in” and log in to your Agent Account (for those with multiple agent accounts log in to the agent that is the primary user of that computer)
9. On the homepage of your agent account scroll down past the calender and click on “Show me my Softphone Settings” link
10. On the “Softphone Settings” page there is a black box in the middle of the page you need to copy the data from the corresponding fields in that black box in to the “Properties of Account 1″ dialog box on your xlite (They are; “User ID”, “Domain Name”. “Password”, “Display Name”, and “Authorization Name”) Then click “OK” to save
11. X-Lite is now set-up and you can connect you headset and dial in.
For Mac Customers – Download X-Lite 4:
1. Go to – http://www.salesdialers.com/easycampaign/downloads/X-Lite_4_Mac_2096d_58833.dmg
2. Once you go to the link a download will appear in your web browser (X-Lite_4_Mac_2096d_58833.dmg) usually at the bottom of the screen
3. Once the download is complete you can then click on the download icon for X-Lite_4_Mac_2096d_58833.dmg.
4. A window will appear and you then need to drag the X-Lite 4 Icon in to your “Applications” folder and then open your “Applications” folder and click on the X-Lite 4 icon
5. When the Installation Wizard for X-lite 4 appears click the “Next” button until the software installs on your computer and then hit “Finish” when it is completed.
6. Click the X-Lite 4 Icon on your desktop and the program will then open.
7. Click the “X-Lite 4″ menu at the top of your screen and go to “Account Settings” a dialog box titled “SIP Account” will appear
8. Go to Salesdialers.com and click “Log in” and log in to your Agent Account (for those with multiple agent accounts log in to the agent that is the primary user of that computer)
9. On the homepage of your agent account scroll down past the calender and click on “Show me my Softphone Settings” link
10. On the “Softphone Settings” page there is a black box in the middle of the page you need to copy the data from the corresponding fields in that black box in to the “SIP Account” dialog box on your xlite (They are; “User ID”, “Domain Name”. “Password”, “Display Name”, and “Authorization Name”) Then click “OK” to save
11. X-Lite is now set-up and you can connect you headset and dial in.


TERMINOLOGY

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.


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  • Testimonials

    “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