User's Guide To Outbound Telenotification
Chapter 2: Welcome to Outbound Telenotification
Overview
ECS’s Outbound Telenotification primarily is designed to initiate a call to the members of a phone list, deliver a message and record responses--regardless of the size of the phone list. This communications tool provides a means to generate leads, provide emergency notification, conduct surveys, deliver political statements, or raise funds for charitable organizations.
You control the names and numbers on the phone lists, design and record the message to be delivered, and determine how often to retry numbers which are busy or do not answer. Once you schedule the time for a particular phone list to be called, your computer system does the rest of the work.
This chapter specifically discusses the following:
Terms
Listed here are some terms you need to know, as they appear in this chapter:
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Message |
In the context of this program, a recorded speech and series of questions that the respondent listens and responds to. |
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Attended Mode |
In this mode, a person at your computer, called the attendant, is the first voice any respondent hears. The attendant waits while the computer dials the phone numbers, then, when someone picks up the phone, the attendant asks them if they would like to hear a message. If they say yes, the attendant starts the message playing. If they say no, the attendant says thank you and hangs up. |
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Commit |
In the context of this program, this is a finalizing procedure. To ‘Commit’ is to finalize and save changes to the system’s structure. |
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Icon |
An Icon is a graphic representation of a program in Windows. The icon is typically composed of a small picture along with the name of the program below it. |
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On-Line Help |
On-Line means that help is accessible at any time in the program, unless you’re already inside the Help function itself. |
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Polite Unattended Mode |
This mode asks respondents if they would like to hear a message, and does not play any message unless the respondents indicate by pressing a touch tone that they want to hear the message. |
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Program |
In this manual, we are referring to Outbound Telenotification. |
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Respondent |
The person who answers their phone and hears your message. |
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Speech |
A verbal message, recorded on a tree object in this program. A Speech can be in a Question Header, Question, or Prompt. |
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Standard Unattended Mode |
This mode presents the respondent with a message without asking them if they would like to hear it. |
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System |
Your computer, while running the Outbound Telenotification application. It’s a neat little technical term to impress your clients, and it’s also more convenient than saying ‘Your computer, while running the Outbound Telenotification application.’ |
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System Administrator |
You, the Center Owner. You call the shots, decide what you want to advertise, decide when the program is to run, etc. This program is your domain. Your word is law here. |
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System Tree |
When we say ‘Tree’ or ‘System Tree,’ we’re referring to the structure of your Outbound Telenotification program as it appears in the System Editor. As a tree has branches, so does the structure of your Outbound Telenotification program. |
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Unattended Mode |
Either Standard or Polite, this mode presents the respondent with computer messages. There is no live human attendant to talk to the respondent at any time. |
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Please refer to your Outbound Telenotification Sales and Marketing manual for specific business uses for Outbound Telenotification. |
As we noted in the introduction, ECS’s Outbound Telenotification primarily is designed to initiate a call to the members of a phone list, deliver a message and record responses--regardless of the size of the phone list. While originally, many people used Outbound Telenotification to generate business leads, the legal restrictions of the TCPA now preclude using the unattended modes of your Outbound Telenotification program to solicit residential subscribers. You may use the attended mode for this type of lead generation. |
Outbound Telenotification always starts on time, works methodically through the phone list and never becomes downhearted if it must call a thousand numbers to get four or five ‘yes’ answers. However, Outbound Telenotification can do much more:
How It Works for Your Clients
What you can do for yourself, you can do for others--and get paid for doing it. Many professionals work alone and welcome your help in generating leads. Communities often need a method of notifying board or committee members of changes in meeting times. Many towns and cities want to implement an emergency notification plan to protect its citizens. All you need is the appropriate informational messages and the phone numbers of those who need to be called.
Outbound Telenotification allows you to offer a variety of services to suit the needs of your market. Most of these services provide another means of communication for niches within the community. Many local churches have outreach programs. These churches are prospects for a "Prayer for the Day" line, committee meeting notification or survey taking. Every community has politicians. These individuals are prospects for political campaigning, delivering platform statements or survey taking.
You provide the means and your clients provide the information and the phone list. Your clients pay you for using your resources to deliver their messages.
Additional Options
The design of ECS’s telephony programs allow these programs to interact easily. You can use the unique features provided by the other telephony applications you chose as part of your business package in your outbound services. This means you aren’t limited to just asking questions or delivering a message. Outbound Telenotification gives you the ability to get someone’s attention by getting them to answer the phone. Once you have their attention, you can give them a message, ask them a question, transfer them to another application, transfer them to a live operator, record a response and forward that response to a voice mailbox, pager or another individual directly by phone, and much more. You are only limited by the telephony applications which are part of your business package, your understanding of what these programs do and your imagination in using their capabilities.
Outbound Telenotification has essentially six approaches to reaching people. Standard Unattended mode, Polite Unattended mode, and Attended mode all can run with a single branch format, or a multiple branch format. Later chapters will discuss all of these more fully.
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Please refer to your Outbound Sales and Marketing manual for more information on maintaining a "Do Not Call" list. |
You have several ways of deciding who to call, as well. You can set up several lists of phone numbers, and there is no limit to the length your list can be. You can enter phone numbers manually, or you can have the program automatically generate numbers in random order for a range that you set. Please note: You must maintain a "Do Not Call" list that contains numbers that you should not call such as emergency numbers (i.e., police departments, fire departments, hospitals) and those who have requested to be on your "Do Not Call" list. For more information on maintaining a "Do Not Call" list, including legal guidelines, refer to your Outbound Sales and Marketing manual. |
Regardless of the steps you take to get the respondent to the message, though, the aim is to deliver a message, and in many cases, retrieve a response from the respondent.
There are three modes for running Outbound Telenotification, and two formats that you can apply to any of the modes.
Standard Unattended Mode
In Standard Unattended mode, your computer calls respondents and presents them either with a message or with a menu of messages. The respondent does not indicate that they want to hear the message; they only choose which message, if you offer them that choice.
Polite Unattended Mode
In Polite Unattended mode, your computer calls respondents, tells them about the messages, and asks them to indicate that they would like to hear the message or list of choices. The key to this mode is that the respondent must press a touch tone to indicate that they want to hear a message. The application will not play any messages without that affirmation.
Attended Mode
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If you have Computerized Monitor Service and you run Outbound in attended mode, Computerized Monitor Service will not make calls on your Watson III 100 that is used for the local line. |
In Attended mode, a live person, called the attendant, must sit at the computer. The application dials the numbers and waits for responses. When someone answers a phone, the application alerts the attendant, who picks up the local phone and asks the respondent if they would like to hear a message about your services or products. If the respondent says yes, then the attendant switches control back over to the computer, and your application presents the message or menu of messages to the respondent. When the respondent has finished and hangs up, the application begins dialing phone numbers again. If the respondent says no, then the attendant directs the application to hang up and begin dialing again. |
Single Branch Format
In a single branch format, you present the respondent with only one message for one product or service. They do not have to make any choices or indicate any decisions by pressing touch tones.
Multiple Branch Format
In a multiple branch format, you present the respondent with a list of products and/or services. They make a choice and indicate that choice by pressing touch tones or telling the attendant.
This section provides a brief overview of the processes and procedures you need to know to get your system up and running. This will tell you in general terms what steps you need to take to get going, and provide you with references to the specific step by step information that you may need to accomplish each procedure.
When you receive your system, ECS will have already installed messages in Outbound Telenotification for all the programs you have purchased. If you have bought software from ECS and are installing it on your own hardware, then the installation program will install the messages into Outbound Telenotification as you go.
The installation program sets the system tree up to run in Standard Unattended mode, multiple branch format. This may not be the mode that you wish to use. It is not difficult to change the mode or format, but you will need to recognize and understand the window tools and tree objects that your system uses. Chapters 3, 4, and 5 discuss these.
Chapter 7 discusses the Unattended modes, with each mode discussed in terms of both single and multiple question format. Attended mode is the subject of Chapter 8, in both its single and multiple question formats.
Once you have decided on and set up the mode and format you want to use, there are just a few more things to do to make it run.
First, you must compile a phone list. This involves opening the "List!" box from the menu bar across the top of the system editor screen, setting up a list, and entering phone numbers manually, importing or generating them automatically.
When you have put the phone number list together, you need to tell the system which list to use, and you do that in the System Greeting, which you can access either from the system tree or the opening screen of Outbound Telenotification. Enter the list you want to use in the "List to dial" box. "Chapter 6: Creating Phone Lists" discusses compiling and using phone lists in detail.
If you haven’t done it already, you also have to set up your phone lines. This can be as simple as plugging your phone into the back of your computer. If you are using more than one line, or if you are just now installing the phone card into your computer, it may be a little more complex. "Appendix B: Phone Lines and Telephone Cards" and "Chapter 4: Configuring Phone Lines" in the User’s Guide to Business Manager discuss fully the procedures for setting up phone lines.
The next step is to schedule Outbound Telenotification to run. This process involves using the Application Scheduler, which is the portion of the Business Manager program that you use to schedule phone applications to run. "Chapter 7: Running Unattended Modes" discusses this procedure.
Now that you’ve scheduled the application and committed the schedule, you are ready to run the application. Monitor is the portion of the Business Manager program that runs your phone applications, based on the schedules that you have set up. For more information on Monitor, see "Chapter 7: Using the Monitor Program" in the User’s Guide to Business Manager.
Windows has Monitor set up to start running when you turn your computer on and enter Windows, so just minimize it and leave it running. As you make and commit changes to your programs or schedules, Monitor begins running the changed application.
Now that your application is running and respondents are leaving messages and information is piling up, you are ready for the fun part. You can collect your messages in either of the following ways:
The first is to enter the Outbound Telenotification program itself. Open each header to see if there are any messages, then select and play the messages you wish to hear. You have to open each header to find out if there are any messages. Refer to "Chapter 9: Retrieving Messages" for more information.
Another way to collect messages is to use the Boxwatch program. Open the program and set it up to watch your Question Headers by entering their ID numbers. Then minimize it and leave it running. When a given box receives messages, Boxwatch can notify you with an audio alert, or, if you turn off that control, it simply stores the messages with a flagged button, and you can access them easily when you check in. "Chapter 10: Using the Boxwatch Program" in the User’s Guide to Business Manager describes in detail the Boxwatch program.
You access the Outbound Telenotification system editor through your Business Manager program. The method used to open Business Manager depends on whether you’re using Windows 95 or Windows 3.1.
Using Windows 95 To Open Business Manager
If you have Windows 95, you use the Start button and menu to run most of your programs. To begin, click on the Start button. When you click on the Start button, you see a list or menu similar to the one in the next figure.
Figure 1--The Start Menu
The Start menu allows you to choose from several different options. As you move the mouse pointer over the options on the menu, you will see that each option becomes highlighted, that is, a bar of color appears over the option. The highlighted option is the one that will be selected when you click with the mouse.
As you can see, the Programs option displays a small arrow on the right edge of the menu. Whenever you see this small arrow next to a menu option, you are being told that another menu displays when the option is selected. You will also notice, that just leaving the mouse pointer on the option will display the next menu without requiring you to click at all. This is a common feature in Windows and program menus.
Now, click on the Programs option.
When you click or just highlight the Programs menu, you will see the next menu as shown in the following figure.
Figure 2--The Programs Menu
Again, you can see that some of the options display more menus. If a menu option does not show the arrow, then clicking on that option will immediately open a window or start a program.
Click on the ECS Business Applications option. You will see another menu as shown in the next figure.
Figure 3--The ECS Business Applications Menu
Notice that none of these options show the arrow. Therefore, selecting one of these options will immediately start that ECS program. This is an example only. Your computer will show the list of ECS programs you currently have installed. The programs will be listed alphabetically, from top to bottom.
Now, click on the Business Manager program option.
Using Windows 3.1 To Open Business Manager
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Business Manager Icon |
If you’re using Windows 3.1, you must be in Windows 3.1 before you open Business Manager. To open Business Manager, all you need to do is double click on the Business Manager icon in your ECS Business Applications Program Group. You also may click on the icon just once and then press e. |
Once You’re In Business Manager
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Figure 4--The Outbound Telenotification system editor window
Figure 5--The Tree Edit screen
The Tree Edit Screen displays a ‘system tree.’ This is a graphical representation of the system. This sample tree is made up of ECS programs to show you how things work. Yours will probably be different because the tree that will appear on your screen is made up of messages for the programs you purchased. ECS has already loaded them onto your system. This is a fully functional system. You can run the system using Business Manager. This will give you a good idea of how the system tree works. Eventually, you may either modify this tree to customize it for your use, or make your own system tree.
Program Title Bars
In general, programs that are written for Windows 3.1 and are run under Windows 95 will behave and look the same. Most will run a little faster under Windows 95 though. However, in two areas you will see a different appearance and slightly different operations. The next two figures show, in order, a typical program title bar in Windows 3.1 and the same program in Windows 95.
Figure 6--Windows 3.1 Title Bar And Menu
Figure 7--Windows 95 Title Bar And Menu
Although at first glance they look the same, look closely at the upper right corner. You will see two buttons under Windows 3.1 and three buttons in Windows 95. Also note that in the upper left corner, Windows 3.1 shows a button whereas Windows 95 shows a small picture (icon). The following chart explains the similarities and differences.
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Win 95 |
Win 3.1 |
Function |
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Maximize Window--Increase the window size to fill the desktop. |
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Minimize Window--Remove the window from the desktop but leave the program running |
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NA |
Close Window--Close program |
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Restore from Maximize--Return Window to last size. |
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Control Menu--Display Control Menu or Double Click to Close. In Win 95, a small icon is used |
Program Menus
Another difference you will see is in the menus used in the programs. This is only a visual difference. The menu works the same way in either Windows 95 or Windows 3.1. The menus shown are typical program menus and may not be used in Outbound Telenotification.
Figure 8--Windows 95--A Typical Menu
Figure 9--Windows 3.1--A Typical Menu
When you finish editing the system tree, you can exit the system editor so you can do other things. It is a simple procedure to exit the Outbound Telenotification system editor, and you can use the following procedure to do so:
Windows 95
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If you’re using Windows 95, your program and Windows provide several different ways to stop (exit) Outbound Telenotification. |
The X Button
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Windows 95 adds the X button on the title bar to all Windows programs. The X button is one way to leave the program. Clicking on this button will close down the program. |
The File Menu
This menu, pictured in Figure 10, provides you with options that allow you to manipulate the Client forms in your Client List. From this menu, you can add, delete, or open Client forms or exit the program. Click on the File menu heading at the left side of the menu bar on the program window. A menu heading is the word you find in the white bar along the top of your program window. Using the a+F key combination also causes the menu to open.
Figure 10--The File Menu
Exit. The Exit option closes the Outbound Telenotification window when you click on the option, move the highlight to the option and press e, or press Xwhen this menu is displayed.
The Keyboard
You can also press a + o to exit the program.
The Window Control Icon
You may click on the control icon (the small picture) at the upper left corner of the program window to display the control menu, pictured in Figure 11. Then choose Close. You may also just double click on the control icon to close the window.
Figure 11--The Control Bar Menu
Windows 3.1
If you’re using Windows 3.1, to exit out of the program, you may also use the Exit button, the Exit option in the File menu, the a + o key combination or the Window Control Bar. These methods are described in the previous section of this chapter.
The main difference between Windows 3.1 and Windows 95 in exiting the program is that Windows 3.1 doesn’t feature an X button on the title bar. Also in Windows 95 the Control Bar is replaced with a small icon, but it works the same way.
Committing Changes
If you made changes to the system tree but did not commit these changes, the following advisory message appears:
Figure 12--The "Commit Changes" Advisory box
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These features allow you to experiment with your system all you want. You can make all kinds of changes. As long as you don’t commit them, you will not have affected anything in your system permanently. |
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If you encounter a problem at any time during the normal operation of your program, all you need to do is ask for Help. The program includes an "On-Line Help" function to answer questions that you might have concerning Outbound Telenotification. (On-Line means that it is accessible from anywhere in the program, unless you’re already inside the Help Function itself.) The Help function contains the same basic information that you can find in this manual.
Starting Help
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Once you activate Help, you can select the topic you want help with from the contents table, or use one of the other Help functions like Focused or Selectable Help, and Key Word Search.
The Help Window displays the On-Line-Help screens. The available Help options are:
Exiting Help
To exit Help, all you have to do is close the Help Window. You can do this by: double clicking on the icon in the title bar, selecting the "Close" option from the Window Control menu, or selecting the "Exit" option of the "File" menu in the Help Window.
In this chapter, we’ve introduced you to Outbound Telenotification. In the next chapter, you will learn about the Outbound Telenotification program window.
