Introduction #

Do you want to have a positive call experience with your customers? Treating your customers like your family is one of the key points to a successful business. You can make it possible only when you know about your customer’s personal details, their recent conversations with your company, their previous orders and every detailed transaction they had been making with your company.

3CX Surveyor is a dialer solution that gives you a very “high-touch” environment where you as a company know all about your customers even before you call them. With 3CX Surveyor, your agents can place calls to your customers, read survey scripts, and record information into a database. It includes a built-in mini CRM!

What is 3CX Surveyor? #

3CX Surveyor is a web-based “preview” dialer for 3CX. With 3CX Surveyor, your agents make “high-touch” outbound calls to your contacts. 3CX Surveyor helps you manage campaigns, assign agents to phone lists within a campaign, read from survey scripts, record notes in a centralized database, and run web based performance reports.

With 3CX Surveyor, you manually import all your contacts into 3CX Surveyor contacts list through the CIIM that is built into the surveyor contacts and create campaigns which are subsets of those people within your global contact list.

3CX Surveyor is designed to integrate with the popular 3CX PBX for Windows. No proprietary hardware is needed for this solution. Agents can leverage 3CX Surveyor’s web interface and a free 3CX softphone to work from home or office.

Why 3CX Surveyor? #

1. Includes a built-in mini CRM for managing your customers.

2. Agents can make “high-touch” outbound calls to your contacts.

3. Manage campaigns.

4. Assign agents to phone lists within a campaign.

5. Read from survey scripts.

6. Record notes in a centralized database.

7. Run web based performance reports.

Prerequisites #

Before installing 3CX Surveyor, you need to ensure that your computer meets the minimum requirements mentioned below:

1. 3CX version V16 and V18

2. Client: Internet Explorer, Google Chrome, Firefox, Opera browsers

3. Server: Windows 10 (64 bit) or above / Windows Server 2012 (64 bit) or above

4. Microsoft Internet Information Server (IIS) 7.0 or above

5. Microsoft SQL Server 2014 or above (Including the free SQL Express edition)

6. Microsoft .net 4.7.2 or above

7. VoIPTools Relay installed on 3CX server

NOTE:

• You can run Abyss, IIS, and NGIX on the same server.

• When installing SQL Server, we recommend you install it in “Mixed Mode” to include SQL Authentication, and install SQL Management Studio

• When installing IIS, be sure to install Basic Authentication, .Net Extensibility, and ASP.Net 4.X

Installation #

	Download software You can order 3CX Surveyor online at https://www.voiptools.com.  Your order confirmation email will include your license key and a link to download the software.
	Install Prerequisites There are a number of prerequisites that must be installed prior to installing the 3CX Surveyor. These prerequisites include Microsoft Internet Information Server (IIS) and Microsoft SQL Server
	Install 3CX Surveyor This User Guide contains step-by-step instructions to successfully install 3CX Dialer. Begin by extracting the installer from the downloaded zip file (Step 1 above), then run the setup program named SurveyorInstaller.exe
	Register your License Key You must register your license key to activate 3CX Dialer. Your license key is included in your order confirmation email, and can also be found in your order history on our website.

Step by Step Installation Procedure #

The following section guides you through a detailed walk-through of the installation process.

Step 1: Download 3CX Surveyor #

1. Find the software download link in the Order Confirmation Email, or you can find it in your order history on our website and download the 3CX Power Dialer application.
2. In the Microsoft Defender SmartScreen, click the More Info option.

Click the Run Anyway option to start the installation.

Step 2: Install the Prerequisites #

Click on the software installer downloaded in Step 1. The installation wizard will automatically identify the prerequisites and assist you with each installation required to 3CX Surveyor. It includes .NET Framework (Web Installer), SQL Server Express (Web Installer), and SQL Server Management Studio.

1. Click the downloaded installer executable to launch the Prerequisites Setup Wizard and click Next.

Figure 3: 3CX Surveyor Setup Wizard

2. In the Prerequisites window, install all the required prerequisites identified by the installer, or select/ unselect the applications based on your requirements and click Next to continue.

Figure 4: Prerequisite installation Selection
The installer will download and install the selected applications. It may take several minutes to complete.

Figure 5: Prerequisites Installation in progress

Figure 6: Microsoft SQL License Terms
4. In the Media Location field, browse to change the location and click Install to begin the installation of SQL Server Express.

Figure 7: SQL server selects media download target location

Click Close when you install the prerequisites.

Figure 8: Microsoft SQL installation completed successfully

Installation is in progress. It may take several minutes to complete the installation.

Figure 9: Microsoft SQL downloading install packages

6. Click Yes in the Confirmation Message Box to reboot the computer.

Figure 10: Reboot confirmation message box

Step 3: Start the installation process #

1. Click Next on the 3CX Surveyor Setup Wizard screen.

Figure 11: Surveyor setup wizard

2. On the Select Installation Folder window, the Folder field displays the path where the 3CX Surveyor gets installed. You cannot change the location path.
3. Click Next to continue

Figure 12: Surveyor select the installation folder

Step 4: Test Relay Settings #

1. In the 3CX Relay Services window, in the Relay Host field, enter the IP address or FQDN of your 3CX server.
2. Enter 8801 in the Relay Port field.
3. Enter the public key you took from VoIPTools Relay services in the Public Key text area.

1. Click the Test Relay Settings to confirm ‘3CX Surveyor’ can communicate with the Relay services running on the 3CX server.
2. If the ‘3CX Surveyor’ is successfully able to communicate with the Relay services that run on the 3CX server, a Success message box appears. Click OK. If the test fails, you will not be able to continue until communication with the relay is established.

Click Next to continue with the installation.

NOTE:

• You must set the Relay Port to 8801.
• If the test was unsuccessful:
  • Confirm you have the correct firewall port open (default TCP 8801) on the 3CX server and the firewall protecting the 3CX server.
  • Confirm that you have entered the correct IP address / FQDN for the 3CX server.
  • Confirm that the 3CX Surveyor and Relay use the same port and protocol.

NOTE:

If the Relay test fails, you cannot continue the installation until you establish communication with the Relay.

Step 5: Configure the database #

When configuring 3CX Surveyor, select an existing Microsoft SQL Server instance in your environment. The database server can be a remote SQL Server (How-to configure SQL server to permit remote connections (https://www.voiptools.com/configure-sql-server-for-remote-access-over-internet/)) or a local instance running on the VolPTools server.

1. On the SQL Database window in the Server field, select the desired instance of SQL Server.
2. To use SQL Authentication, uncheck the Trusted Connection checkbox.
3. In the Username and Password fields, enter valid SQL login account credentials.

Figure 16: Configure SQL database

NOTE:

• We recommend you use SQL Authentication rather than Windows authentication. Many of our tools leverage a Call Flow Designer (CFD) application running on the 3CX. Frequently our CFD applications require access to a SQL database. If the 3CX server and the database server are not in an Active Directory domain, Windows authentication will fail.
• To use SQL Authentication, you must configure the SQL server to run in Mixed Mode. If you install SQL Server with our tools, we configure SQL in Mixed Mode.

4. To use Windows Integrated Authentication (not recommended), check the Trusted Connection (Windows integrated authentication) checkbox.

Figure 17: Uncheck SQL Trusted Connection settings

NOTE:

In the Database field, the installer will automatically display the default database name. We encourage you to use the default name. To upgrade or reinstall 3CX Surveyor, select the current database name from the list.

5. Click the Tool buttons to confirm connectivity to SQL Server. and click OK on the Test Results message box.

Figure 18: TOOL Test SQL Connection results

7. Click Next to continue with the installation.

Step 6: Installing 3CX Surveyor #

1. Click Install in the Ready to Install window.

The installation is in progress. This may take several minutes to complete.

Figure 21: Installing 3CX Surveyor

Check the Launch 3CX Surveyor checkbox and click Finish when the installation is complete.

Figure 22: Surveyor setup completedSurveyorFigure 22: Surveyor setup completed

Web Portal #

To access the ‘3CX Surveyor’ web portal, click the Web Portal button on the configuration program, or click on the desktop icon that was created during the installation process (3CX Surveyor Web).

• Access Rights: Manager/ Agent

When connecting to the web portal, you will be asked to provide login credentials. Based on your login rights, you can log in as a manager or as an agent.

• As a Manager, you can access all the screens of 3CX Surveyor web portal and will have the ability to create campaigns, lists, import contacts and assign agents to lists.

• As an Agent, you can view Dialer, Contacts and About screens. Hence, as an agent, you can only dial.

• Login To Web Portal

1. In the Extension field, enter your 3CX extension number

2. In the PIN field, enter your 3CX voicemail PIN

3. Click the Login button to login to your account

Figure 11: Web Portal Login

NOTE:

If the Extension does not belong to Surveyor Extension Group then you will be unable to login to the 3CX Surveyor, and an error message appears as “Not Authorized for Dialer”

Assign Roles in 3CX Console Management #

In the 3CX Management Console, you can assign user roles to extensions in order to control the access rights within the application. From here, you can also view the type of role associated to a specific extension.

Assign ‘Manager’ Role To An Extension #

You can assign a ‘Manager’ role to a specific extension through the 3CX Console Management

1. Log in to 3CX Console Management with valid user credentials.

2. From the Navigation Pane, select Extensions

3. From the Extensions listing screen, find and double-click the desired extension to which you want to assign Manager Role. You can also type the extension number in the search bar for quick reference.

Figure 12: 3CX Console Management – Extensions

4. On the tab bar, select Rights

5. From the Group Membership drop down, select desired group to which you want to associate the current extension as Manager

6. From the Role drop down, select the option as Manager

7. On the top of the page, beside user name, click OK

Figure 13: Set ‘Role’ as ‘Manager’

View User Roles for Members of a Group #

You can view user role for any extension through the 3CX Console Management

1. In the 3CX Console Management and from the Navigation Pane, select Groups

2. From the Extension Groups listing screen, find and double-click the desired extension group for which you want to view the user roles for all of its associated extensions (members).

Figure 14: 3CX Console Management – Groups – Surveyor Extension Group (For Example)

3. In the General tab, under Members and in the Role column, you can view the associated role for each of the extensions of the group.

Figure 15: 3CX Console Management – Group Members – Role

Settings #

Settings enable you to configure general settings and customize brand settings.

General Settings enable you to register 3CX Surveyor software, control who can edit label text, and add dispositions and lookups. On the other hand, Site Settings enable you to customize branding settings for the application

Hover over the mouse on Settings tab to display the dropdown menu with following menu options:

1. General Settings

2. Site Settings

Figure 16: Settings menu

General Settings #

General Settings screen enables you to register 3CX Surveyor software, control who can edit label text, and add dispositions and lookups.

Figure 17: General Settings Screen

Widget #

Widget screen enables you to select desired widgets that you want to display in the Dialer screen.

Figure 18: Widget Screen

1. In the Widget screen, check all the desired widgets that you want to display in the Dialer screen and then at the footer, click  Save.

2. Click  Reload to restart the application and display your changes.

NOTE:

Pressing the ‘Reload’ button will log all users out of ‘3CX Surveyor’. The ‘Reload’ button will restart the application and display your changes.

General #

Here, you can perform general settings for your ‘3CX Surveyor’ like set language, extension group and session timeout.

• General

1. On the Settings screen, and in the General tab, under General section, from the Culture drop down list box, select the language to control how dates and currency should be displayed throughout the 3CX Surveyor web portal.

NOTE:

The default Culture is English.

2. In the Surveyor Extension Group field, specify a 3CX extension group so that only the members assigned to this extension group can login to the 3CX Surveyor web portal.

NOTE:

Surveyor licensing is based on the number of people in this extension group (including extension group managers).

3. In the Wait Time box, type or select time (in minutes) to control how soon a contact will be presented in the list of people to be called again, for example, the contact was previously dispositioned as “No Answer”

4. In the Session Timeout box, enter the time (in minutes) to control when a web page (session) will expire based on inactivity. When a web page expires, the user is redirected to the login page.

5. Click  Save to save the data.

Figure 19: General Settings: General screen

• Auto Import

If you want to enable the automatic import of new CSV files, check Auto Import Contacts box.

1. Under Auto Import section, check Auto Import Contacts box to turn on the auto-import feature so that the 3CX Surveyor automatically imports new CSV files from the monitored folder.

Surveyor has the ability to monitor a specified folder and if a new CSV file is placed in the monitored folder, the contents are automatically imported into a campaign.

2. Check First Row Header check box to skip the first row of the CSV file if this row contains column heading rather than data to be imported.

3. In the Import Path field, enter the path of the monitored folder used by the auto-import feature.

4. In the Archive Path field, enter the path of the folder to which the original CSV file has to be moved once it has been auto-imported.

5. Click  Save to save the data.

Figure 20: General Settings: Auto Import

Controls #

Controls screen enables you to edit Label Text and control who can edit data for specific ‘Label’ that appears in a specific screen.

Figure 21: General Settings – Controls screen

• Grant Permission to Edit a Control

1. On the Settings screen and in the Controls tab, search for the control for which you want to grant ‘Update’ permission.

2. Check one or more of the groups (Admins, Managers, and Users) that you want to grant update rights so that they can edit ‘Label’ data in a specific screen.

3. On the bottom right corner of the screen, click  Save to save the changes.

• Edit the Update Rights for a Control

1. In the Controls tab, select the control for which you want to edit the ‘Update’ rights

2. Check or uncheck the group(s) to grant or revoke permissions respectively.

3. Click  Save to save the changes.

• Edit Label Text

1. In the Controls tab, select the control for which you want to edit the label text

2. In the Label Text field, edit the text.

3. Click  Save to save the data.

Dispositions #

Disposition is a Call Status text that best describes why a call was dispositioned. (For instance, the disposition can be defined through call status as ‘Busy’, ‘Not Interested’, ‘Item Sold’ etc.). The disposition that you create will be added to the list in Call Status widget of Dialer screen. You can add a new or edit an existing disposition.

NOTE:

You cannot delete a disposition. However, you can make it unavailable by simply checking Disable box.

Figure 22: General Settings – Dispositions screen

• Add New Disposition

1. On the Settings screen and in the Dispositions tab, click  Add button on the left of ‘Column Header’.

2. In the Description field, type the text for Call Status.

3. Check Allow Retry box if the call is busy so that the agent can retry the call.

4. Click  Save Changes to save the new disposition

• Edit Existing Disposition

1. In the Dispositions tab, select the disposition that you want to edit.

2. In the text field, type the new label text so that it will be updated accordingly in the Call Status widget of the Dialer screen.

3. 3CX Surveyor supports batch edits and hence, you may edit one or more dispositions before you save them.

4. Check/ uncheck Allow Retry box so that you can allow/ not allow the agent to retry the call respectively.

5. Click  Save Changes to save the changes.

Lookups #

Lookups define the contact sales attributes. The lookups that you create here will appear in the Contact Attributes widget of the Dialer screen. It is through these details that you know what sales transactions the contact had made with your company in the recent times and how the customer’s response towards buying your product is.

Figure 23: General Settings – Lookups screen

• Add New Lookup

1. On the Settings screen and in the Lookups tab, click Add button on the left of ‘Column Header’.

2. In the Lookup Type field, enter appropriate lookup type (For instance, ‘Buying Status’, ‘Class’, ‘Customer Status’, ‘Territory’ etc.)

3. In the Lookup Value field, enter appropriate lookup value.

4. In the Lookup Display field, type appropriate ‘Lookup’ text that you want to display.

5. Click  Save Changes to save the new lookup.

NOTE:
Once you create and save a lookup, you cannot edit Lookup Type and Lookup Value fields.

• Edit Existing Lookup

1. In the Lookups tab, select the lookup that you want to edit.

2. In the Lookup Display field, edit the text.

3. Click  Save Changes to save the changes.

NOTE:

You cannot delete a lookup. However, you can make it unavailable by simply checking Disable box.

Register #

Registration is required to authorize your license key. Registering also makes it possible for VoIPTools to provide a replacement key if your license key is ever lost. Also, it enables us to notify you of any product updates, and reminders if your key is reaching the renewal date.

1. On the Settings screen, click Register tab

2. Enter the license key that you got in your order confirmation email. If you do not have, you can order 3CX Surveyor on-line at https://www.voiptools.com so that your order confirmation email will include your license key and a link to download the software.

3. Enter appropriate information in all the fields

4. Click Register to register your software.

NOTE:

The license key permits you to install 3CX Surveyor on one computer. This is not free software.

Figure 24: 3CX Surveyor – Registration

Site Settings #

The Site Settings screen enables you to customize branding settings for the application that include the following:

1. Customize the gradient color of ‘Application Header’

2. Customize grid color in screens that display grid data

3. Customize logo on the ‘Application Header’

4. Customize ‘Header Title Prefix’ on the ‘Application Header’

Figure 25: Site Settings Screen

Custom Brand Settings #

1. Hover over the mouse on Settings tab and from the drop down menu, select Site Settings

Figure 26: Select ‘Site Settings’

2. In the Custom Branding Settings form, perform the following Brand Setting Customizations:

a. Customize Application Title Header – Gradient Color

i. Beside Header Gradient Color and from the Top Color palette, select the desired color that you want to display as the top color for the ‘Application Title Header’.

ii. From the Bottom Color palette, select the desired color that you want to display at the bottom of the ‘Application Title Header’ in gradient to the selected Top

Color.

b. Customize Grid Color

i. From the Grid Color palette, select the color that you want to display for the grid in screens that display grid data.

ii. The final display after applying ‘Grid Color’ branding settings:

Figure 29: Display of Customized Grid Color

c. Customize Logo

i. If you are uploading the logo for the first time then, beside Upload New Logo field, click Browse and select the logo that you want to apply. You will now observe that

the logo is added to the Custom Logo drop down list.

ii. From the Custom Logo drop down list, select the logo that you have just uploaded.

d. Customize ‘Header Title Prefix’ Text

i. In the Header Title field, enter the text that you want the application to display as ‘prefix’ for the existing title in application header.

3. Once you perform desired customizations, click Apply.

Figure 32: Display of Customized Brand Settings

Import #

Import screen enables you to import contacts from a CSV file into the central repository of contacts.

1. Beside Import File field, click Browse button to select the import file (.csv)

2. Under Import File field, click Get Fields button to load the CSV column headers into the CSV File list box.

3. Move each one of the columns from the CSV File list box into CSV Field list box by appropriately using  and  buttons such that the columns in CSV Field list box will match with those of Contact Field list box.

4. Select whether to overwrite existing contacts.

5. Under Import File field, click Import button to import all the contacts from the CSV file into the central repository of contacts.

Figure 33: Import Screen

Contacts #

The Contacts screen enables you to manage all your contacts and also record notes and services related to various contacts.

Contact tab #

Contacts screen is like a mini CRM that manages all your contacts. Here, you can search for any contact by typing appropriate data in any one of the fields in the Contact screen and click  Search button so that 3CX Surveyor finds the result from the database.

1. To mark a contact as private, check Private box.

2. If the contact is not interested to be contacted again, you can check Do Not Contact box so that the contact never appears in the dialer.

NOTE:

If you mark a contact as ‘Private’ or ‘Do Not Contact’, it will never show up in the dialer.

Figure 34: Contact – Contact tab

Contact Toolbar #

In the Contacts screen, and in the Contact tab, on the bottom right corner,  contact toolbar exists.

• Search

Type appropriate information anywhere in the field and click  Search button. 3CX Surveyor finds the person from the database and populates the information in all the fields.

• Delete Contact

Search for the contact that you want to delete and click  Delete Contact button to delete the contact.

• Clear Contact

Click  Clear Contact button to clear the contact details in the Contact tab.

• Save

Click the  Save button to save the changes you made to the contact.

History tab #

History screen allows you to record notes about various conversations your company had with a specific contact over time. You can record important information like commitments or services you provided so that when the customer calls you, you can quickly look into notes to know if you can perform something on their behalf to achieve great customer satisfaction. It provides a great way to understand your customer even before you start talking to them.

Figure 35: Contacts – History tab

Qualification tab #

Contact screen enables you to view the information about contact.

Figure 36: Contacts – Qualification tab

Campaign #

A campaign is a global contact list that can have one or more sub lists within it. Here, you make a subset of selected contacts and assign them to a list called ‘sub list’, and then assign agents to that sub list so that they can have people to call for. You can create a campaign ahead of time and it becomes available as soon as the correct date arrives.

If multiple agents are working on the same campaign/list, the system ensures that each of the agents will work on different contacts.

Figure 37: Campaign screen

Create New Campaign #

1. In the Campaigns screen, click  Add button that appears on the left of ‘Column Header’.

2. In the Campaign dialog box, and in the Description 1 field, enter the name of the campaign.

3. In the Description 2 field, enter a brief description for the campaign.

4. From the Status dropdown list, select Active to activate the campaign.

5. In the Agent Script area, enter the notes for the campaign.

6. Click  Save to save the new campaign.

Figure 38: Create New Campaign

 Create New Campaign List #

1. In the Campaigns screen, click  Expand button that appears beside the campaign to which you want to add the campaign list.

2. Click  Add button that appears on the left of the ‘Campaign List’ column header.

Figure 39: Campaign List dialog box

General tab #

1. On the Campaign List dialog box, in the General tab and in the List Name field, type the name of the campaign list.

2. From the Status drop-down, select Active or Inactive to activate or inactivate the campaign respectively.

3. Select Start Date and End Date to specify the time for which the campaign will be valid.

4. Click  Save to save the new campaign list.

Figure 40: Campaign: General tab

Agent Script tab #

Agent Script screen enables an agent to typically note down important discussing subject or points to remember or any other verbatim while talking with the customer. Here, you can change font type, font color, add bullet points, add images and do many more that are required for you to create a script. You can prepare the ‘Agent Script’ in either Design or HTML editor.

Figure 41: Campaigns: Agent Script tab

 SQL Query tab #

SQL Query tab enables you to filter the contacts by creating complicated SQL queries with specific criteria by using appropriate operators and conditions. The resulting contacts who meet the specified criteria will be included in the campaign. It is to these contacts that the assigned agents will perform calls.

Figure 42: Campaigns: SQL Query tab

• Add Contacts to Campaign List

1. In the Campaign screen, click  Edit Campaign List button beside the campaign for which you want to create new contact list.

2. In the Campaign List dialog box, click SQL Query tab.

3. On the left top corner of the screen, beside And, click  Add button and then right below it, click Company and select appropriate value.

4. Click Begins with link and choose appropriate operator and then beside the link, enter a required value to retrieve the contacts as per the created search criteria. This creates complex SQL query.

5. Click Apply to apply the search criteria you just added to your query.

6. Click Save to save the contacts for the campaign list.

• Clear History button

 Clear History button clears all the history transaction log of the campaign. This is especially useful when you want to make calls all over again to all your contacts after every regular period of time (for example, every month) irrespective of making calls in the last period of time.

Assign Agents tab #

Assign Agents tab enables you to assign specific agents to a campaign list. The Unassigned list box displays list of all the agents that you assigned to the Surveyor Extension Group specified in the Settings–General tab. To assign agents to the campaign list, select the required agents from the Unassigned list box and move them to the Assigned list box.

1. In the Campaign list dialog box click Assign Agents tab.

2. From the Unassigned list box, move required agents to the Assigned list box to assign them to the campaign list.

3. Click  Save to save the agents in the campaign list.

Figure 43: Campaigns: Assign Agents

Edit Campaign List #

1. Click  Edit Campaign List button beside the campaign list that you want to edit.

2. In the General, Agent Script, SQL Query and Assign Agents tabs, edit required information.

3. Click  Save to save the changes.

Activate/ Inactivate Campaign List #

1. Click  Edit Campaign List button beside the campaign list that you want to activate.

2. In the General tab, from the Status drop-down, select Active to activate or Inactive to inactivate the campaign list.

3. Click  Save to save the changes.

Dialer #

• As an agent, you will be able to see Dialer, Contacts and About screens.

• From Dialer screen, an agent can select a campaign and a campaign list in order to call all the agents assigned to that campaign list.

• Dialer screen displays widgets; each designed specially to inform you specific information about the contact. Once a contact is ready to be dialed, all the information related to that contact will be automatically populated in all the fields of the widgets so that you can know important information about the customer even before you call them. This feature enables you to enjoy positive call experience.

• You can move the widgets to the desired position on the screen to create your own screen layout. You can save your layout or can again reset it back to the original format.

Figure 48: Dialer Screen

How to Open a Widget? #

1. In the Dialer screen, and on the toolbar, click the widget button of the widget that you want to open.

NOTE:

If a widget is already open, the toolbar displays the widget button in grey.

Various Widget Specifics #

The Dialer screen displays various widgets and this section exemplifies some of the commonly used ones for your reference

Campaign Widget #

1. In the Campaign widget, from the Campaign drop down, select the campaign for which you want to work.

2. From the List drop down, select the Campaign List so that you can start calling the agents assigned to it.

Figure 49: Campaign widget

Call Control Widget #

1. In the Call Control widget, you can automatically see the contact number of the first contact in the campaign list.

2.  Dial button enables you to dial the contact number that appears in the Contact field. You can also dial additional phone numbers by clicking on the respective  green Check icon beside Phone 1/ Phone 2/ Mobile/ FAX icons.

3.  Done button enables you to disconnect the call after it has been successfully completed.

4.  Tran button enables you to transfer the call. To transfer a call to another extension, you must first enter the extension number in the Contact field. When you press the transfer button, the Surveyor looks at the Contact field to determine where to transfer the call. It will not prompt you for the number.

5.  Search button enables you to search a contact.

6. Click  Save to save if you made any changes to the contact’s information.

7. Click  Next button to go to the next contact in the dialer.

8. The number beside the  Next button indicates how many people are yet to be called.

Figure 50: Call Control widget

Call Status Widget #

In order to move to the next customer, you need to disposition the call. Call Status widget enables you to select one of the dispositions from the available dispositions list.

1. In the Call Status widget, select appropriate disposition.

2. In the Call Control widget, click  Save. The call will be dispositioned.

Figure 51: Call Status widget

Contact Address Widget #

Contact Address widget displays address details of the contact. Once the contact number of the next caller is displayed in the Call Control widget, the address details of the contact will be automatically populated in this widget.

Figure 52: Contact Address widget

Contact Attributes Widget #

Once the contact number of the next caller is displayed in the Call Control widget, all the sales information related to the contact will be populated in the Contact Attributes widget. From here, you can know what the contact’s first order, last order, last contact details, class, status and territory are.

Figure 53: Contact Attributes widget

 Call Back Widget #

Call Back widget enables you to schedule a call back according to the customer’s preferred timings. If you are working on a call and if the call back scheduled time arrive, the dialer waits till you have finished the call and once you click  Next button, the call will be dialed to the Call Back number.

1. In the Call Back widget, from the Date/ Time drop down, select appropriate date and time.

2. In the Phone field, enter the phone number to which you need to call back.

3. Once the call back has been performed successfully, check Done box to know in future that the call back for the customer has been performed.

Figure 54: Call Back widget

Call Notes Widget #

Call Notes widget displays all the call notes recorded in the previous calls with the contact.

Priority Notes section (top portion of the ‘Call Notes’ widget) displays important information about the contact that an agent needs to know before making the call.

The lower portion of the Call Notes widget displays the notes about the agent.

• Create Call Notes for the Contact

1. Click  Add button in the ‘Column Header’ of the Call Notes widget.

2. Enter required notes for the contact.

3. Click  Save.

Figure 55: Call Notes widget

Agent Script Widget #

Agent Script widget displays the information specific for the agent.

Figure 56: Agent Script widget

 Caller ID Widget #

Caller ID widget enables you to work in sync with the ‘Caller IDs’ screen of the ‘3CX Caller ID’ application. From here, you can update Outbound Caller ID for logged-in user’s extension, revert back to agent default Caller ID, and manually update Outbound Caller ID for logged-in user’s extension. For more information, you can refer Caller ID manual.

NOTE:

To view Caller ID widget, you need to install ‘3CX Caller ID’ application.

Figure 57: Caller ID widget

• Update Outbound Caller ID for Logged-in User’s Extension

1. From the Numbers drop down, select the franchise whose extension you want to apply to your outbound caller ID.

2. Once applied, the system displays the successfully updated message

• Revert Back To Agent Default Caller ID

Reverting a CallerID for an agent will revert it back to the ‘Agent Caller ID’ (specified in the Agents tab). If the agent is not assigned any Caller ID, then the application takes ‘Default CallerID’ (specified in the Settings tab) of the extension group to which the agent belongs to.

1. Beside Numbers drop down, click  Revert button.

2. Once revert process is successful, the system displays the successfully reverted message.

NOTE:

Every agent must have a default Caller ID (Agents tab) else Caller ID will not be reverted.

• Manually Update Outbound Caller ID for Logged-in User’s Extension

1. In the Manual Number field, enter the desired number manually with which you want to update the ‘Outbound Caller ID’ for the logged-in user in the 3CX Console Management’

2. Beside Manual Number field, click  Update button to update the login extension with new manual CallerID.

NOTE:

You cannot revert manual number.

Auto Voicemail Widget #

Auto Voicemail widget enables you to access the ‘Play’ and ‘Send’ features in sync with the ‘Auto Voicemails’ screen of the ‘3CX Auto Voicemail’ application. Auto Voicemail widget enables your staff to automatically play prerecorded voice messages when connected to a customer’s voicemail box. For more information, you can refer Auto Voicemail manual.

NOTE:

To view Auto Voicemail widget, you need to install ‘3CX Auto Voicemail’ application.

Figure 58: Auto Voicemail widget

Reports #

Reports screen enables you to view the sales report, performance report, call report and notes report for all the campaigns in the 3CX Surveyor. As a manager, you can filter the records by entering details in any one of the column headers and export data in various formats like pdf, xls, xlsx, rtf or csv.

1. On the Reports menu, select the type of report that you want to view.

2. In the screen, you can filter the data displayed by entering criteria in the filter row.

3. Click appropriate export button to export the logs in your desired format.

Figure 59: Export formats

Sales Report #

Sales Report screen displays the list of all the calls of all the campaigns with disposition selected as ‘Sale’

Figure 60: Sales Report

Performance Report #

Performance Report screen displays performance data of an agent for a specific campaign. The record includes data such as name and login time of the agent, number of calls performed, total call time, and the name of the campaign.

Figure 61: Performance Report

Call Report #

Call Report screen displays disposition details of every call in a campaign.

Figure 62: Call Report

Call Back Report #

Figure 63: Call Back Report

Support #

Visit our website to access our on-line manuals and receive quick answers to most of your questions. Otherwise, you can contact us by phone, email, live chat and on the VoIPTools forums.

• Support Hours (USA and India)

Our team is ready to assist you with answers to your technical questions and we now offer 24/7, 365 days a year.

• Windows Event Log (Applications and Services ? VoIPTools)

The Windows Event Log lists various errors, information messages and warnings related to all our VoIPTools applications and services. The data here can be used for troubleshooting various application errors.

• Forums

Our forum is intended for VoIPTools customers to collaborate on real-life challenges, solutions and best practices. You can participate on our forum at: https://www.voiptools.com/community/

• Submit a Bug

If you suspect a bug in any of our VoIPTools products, you can bring it to our notice by reporting your issue at: https://www.voiptools.com/report-a-bug/

• Live Chat

Our chat support team is ready to acknowledge your queries in real-time. You can start a live chat with us by simply clicking on the Live Chat button at the lower right corner of our web page.

• Email

You can email us at: support@voiptools.com. Be sure to describe your issue in detail. We’ll get back to you within one business day of receiving your request.

• Phone

You can call us at +1 801-642-4655 to reach a representative. VoIPTools will accept calls at this number from 8:00 AM to 6:00 PM (Central Standard Time).

• Support Services

Free Support:

If you purchased our products through a VoIPTools Partner, your Partner will provide first level support. Partners have access to 100% free technical support, provided they participate actively in the troubleshooting process.

VoIPTools customers have access to our on-line manuals and we will respond to emails (next business day) and live chat, but we will not login to your servers remotely.

Paid Support:

If you purchase “Installation Support’ our support team can login to your servers and install and configure all our tools for you. This includes installing SQL Server Express and Internet Information Server if required. Our team will work with you to configure our applications to best meet your needs.