Frequently asked questions
Here, we've put together some answers to common questions we've been asked about CallMap.
Click on one of the Questions for more information on that topic - if you've a question that isn't answered here, please contact us for more information.
questions
- Our current data is stored in another system ... how do we use this in CallMap?
- How long does CallMap take to set up?
- We use a Workgroup rather than a Network with a domain. Will CallMap still work?
- We are focussed on in-house CRM and Sales, and don't need multiple Campaigns. How does CallMap work with this?
- How many Campaigns can we have in CallMap?
- Our current call script is very large - will CallMap handle this?
- Do we need to use scripted calls in CallMap?
- Will CallMap work with Windows™ Vista and Windows 7?
- We use a telephony switch. Can CallMap integrate with it?
- We'd like to use TAPI-based CTI. What kind of equipment works with this, and what features can we expect?
- Our clients need call results e-mailed to them in an Excel™ spreadsheet hourly. Can CallMap do this?
- We use Outlook Express™ on our Desktops. Can CallMap integrate with this?
- We'd like to send an instant SMS message from a part of the script - how do we do this?
- How much does it cost?
- Can we use the CallMap Workflow service for our own scheduled jobs?
- Do I need to understand databases to use CallMap?
- We have multiple Campaigns - does that mean we need multiple databases?
- Our Company has little or no technical knowledge or systems support - is this a problem?
- We'd like to use Voice Recording - How does it work?
answers
Our current data is stored in another system ... how do we use this in CallMap?
Where data can be exported from your current system to a text file, CSV, or Excel™ spreadsheet, for example, the CallMap Import File Processor utility makes is easy to import your data by mapping the field names/columns to the corresponding field names you've set up in your Campaign. With your Campaign set-up, you'll also be able to optionally clean, case-process and de-duplicate your data, as well as opting to create an outbound calling list, if required. The Import process is automated via Workflow - any records that fail import checks are audited and detailed in a full exceptions report.
Where your current data resides in a system with little or no export capability or connectivity, text reports and 'screen-scrape' technologies can be employed to produce the initial data import file. CallMap data is stored in a Microsoft™ SQL Server™ database, providing security and integrity for your important information.
How long does CallMap take to set up?
Setting up CallMap for use typically takes around half a day. Speed of deployment is naturally dependant on the business processes to be mapped to the CallMap Campaigns ... for example, a straightforward outbound telemarketing call script can be built in a matter of minutes, and calling can begin as soon as the data import job has begun; in this case, you could go from installation to making calls in a matter of hours.
Where more complex or bespoke processes require to be mapped into the "Campaign" (CallMap's business process model), this preparatory work can be undertaken and tested prior to installation, minimising any down-time, and getting you using the system as quickly as possible. With CallMap's easy-to-use interface, new users can be up and running in a matter of minutes - without costly and time-consuming training.
We use a Workgroup rather than a Network with a domain. Will CallMap still work?
Yes. As CallMap uses its own comprehensive security system, you won't even lose any of the security advantages of having a domain. 'Hot-Desking' is also fully supported in Workgroups. If required, you can even run CallMap on a single-user computer or laptop for development and testing purposes.
In CallMap, a 'Campaign' represents a business process. Where you have a bespoke in-house CRM/Sales operation, this may map to a single business process. CallMap provides a specialised 'Single Campaign Mode' of operation to support this, where multi-campaign operational capability is 'hidden', and all activity is controlled by, and logged against this single process. 'Single Campaign Mode' is also set at user level, allowing you to mix multi-campaign and single-campaign workloads as appropriate. CallMap allows you to create and manage one or many business processes, and allocate these via security settings, to your users.
How many Campaigns can we have in CallMap?
As many as you want. The number of Campaigns you can set up is only restricted by database and disk space. CallMap also allows you to quickly activate and de-activate your Campaigns - for example, you may have a Campaign that you only run at a certain time of year ... you can easily activate and work on it when you need it, and have it de-activated when not required. A de-activated Campaign is not accessible from the Desktop, although you'll still be able to work with it using reporting and management tools.
CallMap also allows you to segment your Campaigns by Campaign Groups and Types, as well as by Client and Sub-Client structures.
Our current call script is very large - will CallMap handle this?
Yes. CallMap scripts can run to hundreds of pages, if required. However, the advanced facilities in CallMap's ScriptWriter tool can help you reduce the size and complexity of your current scripts. CallMap scripts can contain re-usable components, such as 'Call me back' and 'Unable to contact' scripts, as well as 'sub-scripts' which can be easily copied from other parts of your script, or other Campaigns. Furthermore, CallMap's in-built VBA extension language allows you to create intelligent formulas which can make decisions based on everything you know about the party you're talking to and their contact history - in fact, formulas can access anything in your current dataset, and even remote, third-party information - allowing you to branch to a particular section of your script (or another script), provide pertinent information to the person making the call, open a document or web site, or even link and communicate with an external program.
Do we need to use scripted calls in CallMap?
No. Whilst CallMap provides sophisticated scripting capability, you can also use it to easily create your own bespoke data-capture and display screens. Additionally, when you create your data screens, and name the fields you require, CallMap automatically creates and manages your data system and reporting views for you. CallMap also comes with pre-built Customer/Company screens which are automatically constructed from your own field definitions in your Campaign - saving you time and effort.
Will CallMap work with Windows™ Vista and Windows 7?
Yes. CallMap supports Windows Vista™, and new versions of Microsoft Internet Explorer. CallMap has also been successfully tested for full compatibility with BETA, Release Candidates and the final Release to Market of Windows 7.
We use a telephony switch. Can CallMap integrate with it?
Probably. Most switch vendors supply APIs (Application Programming Interfaces) for their telephony/switch equipment, which can be used by CallMap to integrate fully with the switch. CallMap has previously been successfully integrated with switch and telephony equipment from Lucent™/Avaya™, Aspect™, CallView™ from Swan Technologies, Xarios™and Siemens™. Please contact us for any information you require on CTI and telephony systems integration.
CallMap comes with in-built support for TAPI (Telephony Application Programming Interface), which is an industry-standard interface from Microsoft. By default, CallMap supports outbound call auto-dial, connection monitoring for local or remote disconnect, dialling, line availability and line idle states. Progressive dialling is also supported. Inbound call handling includes DNIS (Dialled Number Identification Service) and CLI (Caller Line Identification) recognition with automatic campaign and data record 'popping', call alert and line monitoring. Multi-Campaign Call blending (mixing inbound and outbound calls) is also supported - allowing you to mix an Inbound Campaign with Outbound calls (Inbound call alerts will always take priority over outbound progressive dialling or queued call notifications).
The features available naturally depend on the TAPI implementation available on your equipment. For example, TAPI-enabled Voice Modems will support outbound auto-dial and progressive dialling, but do not generally support advanced inbound call handling. However, more advanced equipment allows for CallMap to provide powerful CTI functionality via TAPI extremely cost-effectively.
Implementing telephony integration can often be a high cost option which is difficult to justify in terms of ROI, especially for small to medium-sized organisations. CallMap provides a comprehensive solution at a fraction of the cost of alternative implementations.
TAPI support is available for a wide range of equipment, ranging from Voice Modems, TAPI 'phones and VOIP (Voice over IP) handsets, to telephony equipment/application suites, such as IP Office from Avaya. If you've any questions on TAPI equipment for CallMap, please contact us.
Our clients need call results e-mailed to them in an Excel™ spreadsheet hourly. Can CallMap do this?
Yes. In this example, the call script would automatically mark records to be exported to your client with a CallMap 'Trigger' (you can set multiple Triggers in a script, to perform various actions, at any point in your script). An automated workflow task would have been created and scheduled to run once per hour which picks up the records matching this particular Trigger, includes them in the spreadsheet - and when complete, automatically e-mails it to the appropriate client e-mail addresses with an optional personalised message. You can also optionally encrypt and compress the file for security. Once the job has run successfully, the Triggers are marked (so that the next hourly export does not include records from the previous one). CallMap Triggers in Workflow also allow for a job which encounters a problem to 'roll-back' any processing done, and include the records in the next successful run. CallMap comes with sample import/export and Trigger jobs, which you can modify for your own purposes.
We use Outlook Express™ on our Desktops. Can CallMap integrate with this?
Yes. CallMap provides basic e-mail integration with any MAPI-compliant e-mail program. This allows you to construct an e-mail from any data in your script, and automatically bring up the e-mail - with the correct address - to be sent immediately. (If you require more control, a Workflow job can also be created to perform this function on a batch basis from the CallMap server). CallMap also provides extended integration with Microsoft Outlook™ E-Mail, Contacts and Calendar. You can optionally save any correspondence sent to a customer or company in a central repository (allowing other users to see the content of the e-mail sent ... making sure that all pertinent information is available to the person who's making the call - before the call is made).
We'd like to send an instant SMS message from a part of the script - how do we do this?
The CallMap scripting engine allows you to do just about anything you'll need to do - from any point in your script. If you needed to send an instant SMS message to a customer, for example to confirm a sale, you would simply create a formula that logs onto your SMS service, and transmits the data (all relevant data about your customer is available to the scripting engine). The formula would then run at the point of the script which confirms the sale - your advisor wouldn't even have to know that it had taken place, although you'd be able to pop up an unobtrusive message to the effect that the SMS message had be transmitted successfully.
CallMap has a flexible and extremely competitive licensing policy, dependent on the number of concurrent user licenses required, and the type of deployment (i.e. single-tier client/server or multi-tier middleware-based). We also provide low-cost Start-Up Packages - to get you up and running quickly.
Can we use the CallMap Workflow service for our own scheduled jobs?
Yes. The CallMap Workflow service can run and audit external third-party executables and command prompts, with multiple parameters, if required. You could use the CallMap Workflow Services to consolidate all your backups, imports, exports and scheduled maintenance activity in a single place - managed by the CallMap Workflow Console. Each job can have multiple steps with optional Success/Warning/Error dependencies - allowing you to jump to a recovery step if something goes wrong. Success, Warning or Error notifications via e-mail can be defined for all, or each job ... full audit reporting is provided by the Workflow Console and job run logs.
Do I need to understand databases to use CallMap?
No. You simply use the Campaign Manager to define the information to be held for your customer/company record (the most common fields are already defined for you, though you can edit these as required), and the information that you want to be collected during your interaction with the client or prospect. CallMap will automatically maintain the underlying data system for you, and even create easy-to-use reports for you to use. You can even add, amend or remove your field information while your Campaign is in operation.
We have multiple Campaigns - does that mean we need multiple databases?
No. CallMap stores your important information in a single, integrated data system, simplifying maintenance and backup procedures. This also allows for optional 'cross-campaign' information and contact history retrieval (where you might have a customer and company record present in multiple campaigns, and would want to view all associated contact history).
Our Company has little or no technical knowledge or systems support - is this a problem?
No. Once CallMap is installed and configured, it's largely self-maintaining and easy-to-use, requiring little or no technical knowledge. If you select one of our Start-Up Packages, we'll install and configure CallMap on your systems, and provide you with hands-on training covering all you'll need to know to start using CallMap. Our Support Service is second to none - with Remote Access to your systems, we can even manage your CallMap installation for you on a day-to-day basis, if required. With our comprehensive Support Contracts, help and assistance with CallMap is just a telephone call away.
We'd like to use Voice Recording - How does it work?
To use Voice Recording in CallMap, your telephone or teleset requires to be connected via a 'T-Piece' connector to the sound card input of your computer, providing an audio signal of the call in progress. Unlike many other call recording systems, CallMap allows you to control (switch on and off) voice recording at any point in your call-flow ... you might, for example, only want to record the part of a call where the customer confirms their acceptance of terms and conditions. Spot recording (a configurable percentage of all calls made), and 'blanket' recording of all calls is also supported. Call recording functions are also security controlled - you may not want your advisor to know that their current conversation is being recorded, so you can switch off their ability to see the recording indicator on their desktop.
Recording files are temporarily stored on the user's computer. Periodically, the built-in Voice Recording collation service will 'collect' recordings from your computers, and collate them in compressed and encrypted format to your selected Voice Recording Repository, for search, playback and management using the CallMap Voice Recording Console.