The DialedIn CCaaS Management Console application (formerly ChaseData) is used for a variety of configuration and management tasks. Let's divide them in the following groups:
Do note that access to the Management Console application is based on user permissions, which determine (1) if the user can log in at all, (2) what the user can access, and (3) whether the user can make changes.
First things first. We need to install the Management Console application, which is initiated through an http link. Simply enter the link provided for your specific set up, which will usually look like the following ("mycompany" is to be replaced with something specific to your installation):mycompany.chasedatacorp.com/admin/dialedin
This will access and allow you to get your setup package via Setup.exe, which will be downloaded and/or executed according to your browser setup. You need to allow download and proceed to execute Setup.exe.
Refer to the following pictures for an example sequence of how this typically proceeds. This example shows Microsoft Edge; although similar, the exact sequence of steps and user interface depends on the web browser that you use and your browser settings.
When setup is complete, the Management Console log in screen automatically comes up. Refer to the following picture.
Refer to the next picture showing the main Management Console screen. On the left side you can see the main menu on a grey background. The top area, in a grey background as well, will show the high-level component in focus (none in this picture).
An additional selection menu will appear when clicking on the settings⁄setup icon on the right side of the top area, with the Search field below it. See the following picture for the contents of this menu.
We will address these GUI areas and menus when discussing each functional setup and administration subject in the following sections.
While using the Admin app, a user can start a chat with other users, or repond to one, whether admins or agents, making operational communications highly accesible. These chats follow the chat group setup under Communication Channels - Chat.
To access chats from the admin app, select Chat from the Tools menu. This will bring up the chat window where you can select any of the configured chat channels visible to you. Refer to the following pictures.
For example, let's assume the chat group in the following picture was configured.
In this example, an agent, David A, has initiated a chat with a manager, Angeldocs, from his agent interface, and the manager answered from the chat box in the Admin app. Refer to the following pictures.
The chat interface allows for attachments to be included. The following picture provides an example of how a file selection dialog is brough up for this purpose when the attachemnt icon on the right lower corner is clicked.
To prepare the system for call center and telemarketing activities, all the components and corresponding rules need to be configured. This includes accounts, campaigns, and dialing rules. Each of these depend on the definition and configuration of other elements that must first be created and/or configured before they can be used within the higher‑level components.
In this section we will see how to import and manage data that is used by the DialedIn CCaaS solution (formerly ChaseData). That includes Contact information, Do-Not-Call (DNC) information, call records, and recordings.
Some of this information, like Contacts, is fed into the system, which then may process it and aggregate it during the course of call center activities. Other information, like call records, is generated by the system based on actions and activity.
Dashboards and Reports offer a wealth of information, whether you need them in a chart or a table. Trends are easy to visualize, as well as call volume and call duration! You can check call effectiveness and efficiency, lead reach ability, as well as agent efficiency so you can adjust your operational parameters accordingly
