CallMap support centre
Browse our on-line help system for information and answers on CallMap ...
Select one of the topics below to open a searchable help system (each topic will open in a new window).
- The CallMap Campaign Tutorial
- Get help & information on the CallMap Desktop
- Managing your Campaigns & Business Processes with the Campaign Manager
- Reporting, Analysis & Metrics using QuickStats
- Get help on Systems Management and Security
- CallWatch - Real-Time Monitoring & Reporting
- Automate Business Processes using the CallMap Workflow Console
- Using Voice Recording with CallMap
- Importing your Data into CallMap
- Running and Scheduling Reports
- Selecting & Scheduling Workflow Jobs
- Creating & Managing Calling Lists
- Segmenting your Calling Patterns
- Prioritising your Calling List Contents
- Using the CallMap Chat Console
- Creating & Using News "Ticker Messages"
- Using the CallMap Theme Editor
The CallMap Tutorial provides a step-by-step Guide to building and managing your Campaigns, importing and exporting data, setting up and running reports, and automating and scheduling workflow.
The CallMap Desktop is the heart of the CallMap system - make calls, take calls, quickly search for records or information. Manage your Sales Pipeline and personal, or shared, Calendars.
Get detailed help on the Campaign creation and management process.
With CallMap QuickStats, you can get the answer - quickly. A complete range of in-built reporting tools is available to analyse you contact centre activity, plus utilities to create your own custom reports and data extracts.
Setting up User Accounts and Security for your CallMap system. Define the reference information and custom terminology for your business model.
With CallWatch, you can see just what's going on in your contact centre - as it happens. Set Activity Alarms, send Quick Messages, and view detailed agent performance and target achievement information.
Learn how to automate business processes such as data extracts, fulfilment, letter runs and batch e-mail. Automation reduces both costs, and errors.
CallMap's built-in Voice recorder is both powerful and easy-to-use. Get detailed help on setting up and managing your Voice recordings.
The Import File Processor is designed to allow customer data, or customer/contact data, provided by the client, to be loaded into a campaign in a simple and controlled manner, ensuring that the integrity of the CallMap database is maintained.
The Report Assistant will allow you access to reports that have been introduced into the CallMap Suite via the System Manager. The reports can be viewed on-screen, printed, or scheduled through workflow to produce a file in a variety of formats, which can be e-mailed to selected recipients, if required.
The Workflow Assistant will allow you to submit jobs defined in the Workflow Console to the workflow schedule.
The Call List Manager Utility allows you to generate an outbound calling list based on specified criteria, remove records from the outbound calling list based on specified criteria, and view records within a calling list.
Run number filters can be created to stream the outbound calls in your Calling Lists to one or more individuals. The Run Number Manager allows you to set criteria to segment the calls.
Setting Calling List Priorities will define the order in which customers are presented to advisors from the outbound calling queue. Any number of criteria-based priorities can be defined using the Priority Manager tool.
The Chat Console allows you to send and receive instant messages to and from other users. It functions in the manner of a "chat room" where all members of a team will send and receive messages to and from all other members of their team.
News Ticker messages will be displayed at the foot of the Advisor Desktop, and will continuously scroll any current messages applicable to the individual advisor. It can be used to broadcast time-limited messages to an individual advisor, a team, all members of a security group, all advisors working on a specific campaign, or to every advisor that is logged on.
The Theme Editor allows you to create new, or change existing Desktop and QuickStats theme sets.