CHAPTER 14 PREDICTIVE DIALING INTERFACE MODULE 14.0 OVERVIEW 14.1 REQUIREMENTS AND INSTALLATION Special Requirements

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1 EXTENDED SERVICE OPTIONS 14.0 OVERVIEW CHAPTER 14 The Predictive Dialing Interface Module provides an integrated interface between Debt$Net and call processing technology, allowing agencies to increase collector productivity by providing a steady stream of available debtors while eliminating dialing time and time spent talking to answering machines. A predictive dialing system coupled with the Predictive Dialing Interface Module functions by dialing a list of debtors and passing available debtors to the collector. At the same time debtor identification information is transmitted to Debt$Net so that the debtor automatically displays on the screen REQUIREMENTS AND INSTALLATION Special Requirements Installation The Predictive Dialing Interface Module is designed to work on PCs running multi-user copies of Debt$Net, version 7.0, and an installed predictive dialer system provided by another vendor. The first step to install this ESO is to have all user s log out of Debt$Net. You must have exclusive access to Debt$Net so that the new menu options will install correctly. To install the Predictive Dialing Interface Module, insert the Predictive Dialing Interface Extended Service Option disk into your disk drive and select Install ESO s under the ESO Menu ( ESOs ) (Figure 14-1). Debt$Net will then prompt you for the source directory for the Predictive Dialer ESO files (Figure 14-2). Copyright 2010 The Computer Manager, Inc. 14-1

2 EXTENDED SERVICE OPTIONS Figure Install Eso s Menu Option. Figure ESO Source Directory Prompt. The default source directory for installing Predictive Dialer will be A:\. If this is incorrect (e.g., you have downloaded the files to some other directory) right click to bring up the Select Directory Form. The default directory on this form is the directory where Debt$Net is currently installed. If the displayed location is still incorrect, specify a new location using the Drive drop down list at the bottom of the form. After selecting the correct drive, click the Select button to begin installation (Figure 14-3) Copyright 2010 The Computer Manager, Inc.

3 EXTENDED SERVICE OPTIONS Figure Select Directory Form. After the ESO installs, Debt$Net displays a message confirming installation. After selecting OK, exit and re-enter Debt$Net to complete the installation process. Installation of the Predictive Dialing Interface ESO adds a new menu option under the ESO s Menu and a new button to the Base Working Screen PREDICTIVE DIALING OPERATION The Predictive Dialer Interface Module attempts to eliminate unproductive dialing time for collectors. The module allows you to easily generate a list of debtors to contact and download them to the dialing hardware. The dialer proceeds through the list, dialing the debtors until direct debtor contact is made. The dialer then transfers the debtor to an available collector and Debt$Net automatically displays debtor information on the Base Working Screen. Using a predictive dialing system creates significant changes in the way collectors work by forcing them to work debtors not necessarily assigned to them. The End of Day Call List Report gives collectors credit for Copyright 2010 The Computer Manager, Inc. 14-3

4 EXTENDED SERVICE OPTIONS debtors worked, but the agency may need to reevaluate collector commission methods since collectors will solicit payments from debtors assigned to other collectors. One strategy used to accommodate this situation is to give credit to the collector who made the last significant collection effort as recorded in the Contact Notes PREDICTIVE DIALER ACCOUNT SELECTION Installation of the Predictive Dialing Interface Module creates a new Predictive Dialer Account Selection option under the ESOs Menu (Figure 14-4). Figure Predictive Dialer Account Selection Menu Option. Selecting this option displays the Dialer Account Selection Form (Figure 14-5), used to establish criteria for selecting accounts to be worked using your predictive dialing system. The Predictive Dialer Interface Module anticipates that most agencies will purge the old dialer call list and create a new one everyday as a daily process. This is the most common way a predictive dialer system is operated. The Dialer Account Selection Form allows the user to create a list, add list entries as needed, then clear the list and replace it with a new one. The form works similarly to the Mass Account Change Screen, in which only information entered on the form determines account selection. NOTE: For more information on Debt$Net s Mass Account Change feature, see Section 8.6.4, Mass Account Change, of the Debt$Net 7.0 Users Guide Copyright 2010 The Computer Manager, Inc.

5 EXTENDED SERVICE OPTIONS Figure Predictive Dialer Account Selection Form. To select accounts you must first decide whether you wish to select accounts from collector Call Lists or from your agency s entire active account file. To use the Call List file, flag the Call List field, otherwise accounts will be selected from all active accounts. Enter selection criteria into the remaining fields as necessary (Table 14-1 describes each field on the form). Selecting accounts from all active accounts allows users to create focused call campaigns, such as high balance campaigns or campaigns for a particular client s accounts. It should be noted, however, that the selection process takes longer to perform when using the agency s account file because the account file is significantly larger. TABLE DIALER ACCOUNT SELECTION FIELDS Call List Client FIELDS DESCRIPTION Flag to select accounts from the collector Call List file. Enter a client number to select accounts for that client. Right click to select a client from the client selection list. Copyright 2010 The Computer Manager, Inc. 14-5

6 EXTENDED SERVICE OPTIONS Collector Priority Status Include Cancels Balance > And < Enter a collector number to select accounts assigned to that collector. Entering a number in this field when the Call List field is flagged selects only accounts from that collector s Call List. Right click this field to select a collector from the collector selection list. Enter a priority to select accounts assigned that priority. Enter a status to select accounts assigned that status. Flag to include canceled accounts. Enter an account balance amount above which to select accounts. Enter an account balance amount below which to select accounts. Debtor Total Flag to indicate that the Balance > and And < fields refer to the total balance of all accounts for a particular debtor, instead of each individual account. Next Notice Date Type Last Notice Date Type Category Date Worked > And < Batch Assign Date > And < Count First Char of Last Name List Enter a next notice date to select accounts assigned that date. Enter a next notice type to select accounts assigned that next notice type. Enter a last notice date to select accounts assigned that last notice date. Enter a last notice type to select accounts that received that notice type last. Enter a category to select accounts assigned that category. Enter a date to select all accounts last worked after that date. Enter a date to select all accounts last worked before that date. Enter a batch number to select accounts assigned that batch number, if applicable. Enter a date to select all accounts assigned to the agency after that date. Enter a date to select all accounts assigned to the agency before that date. Enter a number to limit the number of returned accounts meeting your selection criteria. Enter letter(s) to select accounts belonging to debtors whose last name begins with that letter. You may enter multiple letters separated by spaces Copyright 2010 The Computer Manager, Inc.

7 EXTENDED SERVICE OPTIONS When you finish entering your selection criteria, click the Select button to select the accounts. When the selection process completes, a message displays Viewing Predictive Dialer List After the selection process completes, you may review the accounts selected by pressing the View Dnld button to display the View Dialer Download Form (Figure 14-6). Figure Dialer Download List. The View Dialer Download Form displays debtor name ( Debtor ), debtor number ( Debtor # ), account status ( Status ), client owning the account ( Client ), debtor phone number ( Debtor Phone ), and account balance (or total owing for all accounts, depending on your selection on the Dialer Account Selection Form) ( Balance ). The Dialer Download Count field displays the total number of debtors matching selection criteria. You may add additional accounts to the View Dialer Download Form by entering additional selection criteria on the Dialer Account Selection Form and clicking the Select button. New entries append to the list. Copyright 2010 The Computer Manager, Inc. 14-7

8 EXTENDED SERVICE OPTIONS If you are not satisfied with the selected debtor list, delete the list by pressing the Del Dnld button at the top of the Predictive Dialer Account Selection Screen and begin again. Once you are satisfied with the dialer list, select the Send Dnld button to create the download file. A message displays asking whether you want to create a debtor or an account list. A debtor list combines and totals accounts for debtors with multiple accounts (meaning that all debtors are contacted once, regardless of how many accounts they have). An account list contains listings for every account (meaning that a debtor with multiple accounts will be contacted for each individual account). Generally, you will always answer, Yes and create a debtor list. NOTE: Most agencies will not need to know the file layout for the dialer download file. However, for those few that will, the file layout for the predictive dialer download file is provided at the end of this document, as Table After you select Yes or No a message displays confirming that the download file was created. Select OK to proceed. The Predictive Dialing Interface Module creates a text file titled, smartout.txt and saves it to your Debt$Net directory. To begin the dialing process, proceed to your predictive dialing system and follow manufacture instructions WORKING IN THE CALL LIST WITH THE DIALER INTERFACE Installation of the Predictive Dialing Interface adds a new SmartDial button to the Base Working Screen (Figure 14-7). This button signals to the Predictive Dialer that the collector is ready to receive telephone calls. Access this button by running the mouse cursor over the ESO Buttons text on the upper right side of the screen. The button appears Copyright 2010 The Computer Manager, Inc.

9 EXTENDED SERVICE OPTIONS Figure SmartDial Button on Base Working Screen. Select this button to display the Debtor Selection List (Figure 14-8). When the predictive dialing system reaches a debtor, the Predictive Dialing Interface Module selects that debtor from the list and displays the appropriate Base Working Screen. The debtor s Base Working Screen remains until the Finish button is selected. The Finish button signals the dialer that the collector is finished with the current call and is ready to receive another. Copyright 2010 The Computer Manager, Inc. 14-9

10 EXTENDED SERVICE OPTIONS Figure Debtor Selection List. The collector can signal the dialer to no longer pass debtor phone calls by pressing the SmartDial button (now displayed, SmartOff ). This returns the Call List to its normal mode and the collector may resume working accounts as usual UPLOADING DIALER RESULTS When you complete your dialing campaign you may upload call results into your Debt$Net system. To upload the results, select the Upload button on the Dialer Account Selection Form (accessed by selecting Predictive Dialer Account Selection under the ESOs Menu). The text file of call results created by your predictive dialing system (titled smartin.txt ) uploads to the contact notes of the appropriate accounts. NOTE: Most agencies will not need to know the file layout for the upload file, as Debt$Net will process the information. However, for those agencies that need the file information, it is provided as Table 14-3, following Table 14-2, below Copyright 2010 The Computer Manager, Inc.

11 EXTENDED SERVICE OPTIONS TABLE OUTPUT FILE FORMAT FOR PREDICTIVE DIALER FILES FIELD NAME DESCRIPTION START WIDTH REC_ID Used by dialer 1 3 CHECKSUM Used by dialer 4 4 APPLIC Used by dialer 8 1 ACTION Used by dialer 9 1 REQ_CODE Used by dialer 10 1 CLNTNO Client Number CLNTNAME Client Name CLNTPHONE Client Phone DBTRNO Debtor Number GUARANTOR Guarantor ADDR1 Address Line DPHONE Debtor Phone PATIENT Patient ASGN_DATE Assignment Date ACSTAT Account Status COLLNO Collector Number BALANCE Balance Due PRM_AMT Promise Amount PROM_DATE Promise Date LSTPMTDTE Last Payment Date LAST_WRKED Last Date Worked CLNT_CLASS Client Classification PH1 Phone Number PH2 Phone Number PH3 Phone Number PH4 Phone Number PH5 Phone Number PH6 Phone Number PH7 Phone Number PH8 Phone Number PH9 Phone Number PH10 Phone Number Copyright 2010 The Computer Manager, Inc

12 EXTENDED SERVICE OPTIONS TABLE INPUT FILE FORMAT FOR PREDICTIVE DIALER FILES FIELD NAME DESCRIPTION START WIDTH REC_ID Used by Dialer 1 3 CHECKSUM Used by Dialer 4 4 APPLIC Used by Dialer 8 1 CLNTNO Client Number 9 10 DBTRNO Debtor Number CALL_DATE Call Date 29 6 CALL_TIME Call Time 35 6 ACTION Action Taken 41 3 ACT_DESCR Action Description COMP_STAT Used by Dialer 64 1 PHONE Phone Number Called Copyright 2010 The Computer Manager, Inc.