About Cloud Dial

Cloud Dial is the essential Call Centre Tool.

Working alongside ECN's Hosted Voice platform myCloudPBX, Cloud Dial is a full featured hosted dialler.

Cloud Dial Sign-In Options

Contact your Administrator for your Cloud Dial URL

clouddial login screen

On the Cloud Dial login screen you have 4 options to choose from.

  • Forgotten Password: Password reset link.

  • Sign In: This button is used in conjunction with your username & password to login.

  • Registration: Use this button to register as a new user.

  • Agents Sign In: This button is reserved for Cloud Dial Agents to sign in.

Agent Sign In

Contact your Administrator for your Cloud Dial URL

From the Cloud Dial sign-in page, click the 'Agents Sign In' button and you will be greeted with the following screen:

This screen allows an agent to enter in their preferred Username.

They then enter in the extension number of their phone and click 'Sign In'. Their extension will now ring, and once answered, they are logged into Cloud Dial.

When an agent first signs into Cloud Dial, they will be greeted with the following choice:

clouddial waiting screen. choose select campaign or continue to hold.

  • Select Campaign: When selected, you will be prompted to choose from a list of active campaigns available to you.

  • Continue to Hold: This will place you into a holding status and you'll be able to answer incoming calls, but won't be making outbound calls.

Click 'Select Campaign' when you are ready to join a campaign.

On this screen you will be able to see all campaigns available to you.Use the 'Select' button to join a campaign and start dialling.

Campaign Type: Blaster

A 'Blaster Campaign' is a fully automated outbound campaign with no user agents involved.

This campaign will make outbound calls and play an automated message.

Call Flow

Call flow

1. Outbound call is placed.

2. Call is answered.

3. Automated Message is played (Cloud Dial beep detection continues to run).

4. If at any time a beep is detected, Cloud Dial will begin to play the automated message from the start.

5. Once the message has been played to completion, Cloud Dial will hangup.

Create a Blaster Campaign

From the 'New Campaign' menu, select 'New Blaster Campaign'.

Add in the following information:

  • Campaign Name: This is for your reference. (Your Agents will see this when they join campaigns).

  • Country: Choose your country.

  • Dialling Prefix: This will be your caller ID for your outbound calls.

  • Redial Attempts: This determines how many times Cloud Dial will dial the number before giving up.

  • Virtual Agents#: This is the number of outbound calls you want to make simultaneously.

  • Select Contacts: Use the 'Select' button to upload your Cloud Dial campaign data.

Click 'Next' to move onto the next step.

Use the 'Field Mapping' page to map your custom fields in your uploaded contacts into Cloud Dial.

Click 'Next' to move onto the next step.

Here you will upload your sound file that will be played on all calls.

This file must be .wav format.

Click 'Select' to locate and upload your file, and click 'Save' when complete.

Click 'Next' to move onto the next step.

Enable AMD at your discretion and click 'Finish' when you are done.


Call Recordings

New Feature: In order to meet PCIDSS Compliance, we have enhanced the call recording functionality to enable an Agent to 'mute' a recording while taking payment or other personal information.

While an Agent is on an active call, they will be offered the following call recording options:

  • Start/Stop Recording this Arrangement: When 'started' the main call recording will continue to run, and a new recording will be started. This enables you to capture just the relevant part of the call into a small file. When 'stopped', only the arrangement is stopped and the main recording will continue to record.

  • Stop All Recordings: This will stop all recordings, including any arrangements.

  • Mask/Unmask Recording: This will mute the audio the recording. (Typically used while taking credit card payments).

Custom Dialling Order

Based on customer feedback, we have added the ability to choose the order in which the numbers in your campaigns are dialled.

To start you will need to add a column to your campaign list in the numerical order you wish to dial the numbers.

Once you have your contact list created, you can create your new campaign.

From the 'Management' menu on the left hand side, click 'Campaign Management'.

In the top right hand corner click the arrow next to the 'New Campaign' button and choose 'New Advanced Campaign'.

On this screen you must enter the following information:

  • Campaign Name: This is for your reference. (Your Agents will see this when they join campaigns).

  • Country: Choose your country.

  • Dialling Prefix: This will be your caller ID for your outbound calls.

  • Redial Attempts: This determines how many times Cloud Dial will dial the number before giving up.

  • Power Factor: The number of simultaneous calls dialled in relation as a ratio to the number of active agents on your campaign.

  • Select Contacts: Use the 'Select' button to upload your Cloud Dial campaign data.

Click 'Next' when complete.

The 'Field Mapping' tab allows you to map custom fields in your Cloud Dial campaign data into the system.

Match the columns in your uploaded data to the references shown.

If you have a specific order you wish to dial the numbers, select that column for the 'Sequence of Call' field.

Click 'Next' when complete.

From the 'Call Direction' menu, you can choose between;

  • Outbound: Cloud Dial will handle outbound calls only for this campaign.

  • Inbound: Cloud Dial will handle inbound calls only for this campaign.

  • Inbound & Outbound: Cloud Dial will handle both inbound & outbound calls for this campaign.

From the 'Campaign Script' menu, you can choose from all of your pre-created campaign scripts. These will show for the Agent while on each phone call.

You can also enter in additional notes that will appear on your agents screen while they are waiting for a call.

In the 'Tags' section you can assign relevant tags to the campaign. This will be used for tag based routing when enabled.

Answering Machine Detection (AMD) allows Cloud Dial to first make sure there is a human answering the phone instead of a voicemail system before bridging the call to an Agent. This can save your Agents valuable time chasing leads instead of leaving voicemail messages.

To enable, check the option to 'Switch on AMD'.

When AMD is detected Cloud Dial can either hangup, or leave a pre-recorded voicemail message.

If you have chosen to leave a voicemail message, you will need to select your sound file in the next section before pressing 'Next'.

Here you can add your 'Wrapup Reasons'.These will be used by the Agents at the end of their calls to measure their KPIs.

When you are happy with the configuration of the campaign, click 'Finish'.

Customise Agent Screens

You can customise the options an Agent has access to with 'Custom Agent Screens'.

To do this, you must first enable the 'Version 2 for Agent Screens' feature.

From the 'Settings' menu on the left hand side, click 'Preferences'.

This will open the Preferences window.

From the list set 'Enable Version 2 for Agent Screens' to 'Yes'.

Click 'Configure' to configure the Agent Screens.

Choose from the list of options you wish to allow the Agents:

Click 'Save' when finished.

Skills Based Call Routing

Skills Based Call Routing, allows Cloud Dial to intelligently route calls to Agents based on their skillset.

Enable Skills Based Call Routing Globally

To enable this you must first enable 'Tags for Campaigns & Users' so that we can assign skills as needed.

From the 'Settings' menu on the left hand side, click 'Preferences'.

This will open the Preferences window.

Make sure that 'Enable tags for campaigns & users' is set to 'Yes'.

Now we can add tags to our phone numbers.

Assign Tags to Phone Numbers

Click on 'Phone Numbers' on the horizontal menu at the top of the screen.

This page shows you all of the numbers allocated to Cloud Dial and you can enable / disable them from here.

Pro Tip: If your number does not show on this list, click the 'Update' button in the top right hand corner.

Once you have found the number you wish to assign skill tags, click 'Assign Tags' on the right hand side.

Add as many tags as you need separated by semi-colons.

Click 'Save' when complete.

Now we can add Tags to our Agents.

Assign Tags to Agents

From the 'Settings' menu on the left hand side, click 'Manage Users'.

Click 'Edit' next to the Agent you wish to modify.

Add as many tags as you need separated by semi-colons.

Click 'Save' when complete.

Now you can configure your inbound campaign to use skills based routing.

Adding Tags to New Campaign

Create an 'Advanced Campaign' as normal.

You will now be able to assign your tags to your campaigns on the 'Direction' tab.

When an inbound call is placed, the call will be routed only to agents who have the skills to take the call.

Wrapup Reason Categories

documentation coming soon

Last Updated:: 5/31/2019, 4:38:45 AM