Hello Hunter Blog

New Faster, Follow-up Popup & Bug Fixes

Matthew Hunter — Mon, 19 Apr 2010 10:04:23 +0000

The Hello Hunter usability gurus recently revamped the interface for scheduling a custom call back times. Telemarketing agents can now quickly schedule a call back in an easy 3 click process. Prior to this update agents had to use a complicated set of drop down and select menus which lead to a relatively inefficient process. The new screen can be seen below

Agents still have the option to schedule a call back with any of our pre-set call back times with a single click ranging in intervals from 1 hour to 6 months. At Hello Hunter we understand the smallest details make a big difference in overall call center productivity, and its why we keep continuing to make improvements to our interface.

Predictive Dialer Disaster Recovery Plan

Matthew Hunter — Sun, 21 Mar 2010 07:09:30 +0000

This week all Hello Hunter dialer servers, on both the east and west coasts have implemented a new disaster recovery plan. As a preventative measure, all severs will have a complete weekly backup performed offsite to ensure our customers’ data is protected against hard drive failure. Although our voice broadcasting and predictive dialing servers have yet to have a major failure or outage, our technical staff is taking preventative precautions to ensure minimal downtime in the unforeseen event of hardware failure. All backups will be kept in a secure off-site location with password-based access.

Getting Started Guide for Predictive Dialing

Matthew Hunter — Sat, 13 Mar 2010 22:22:28 +0000

1) decide and add the database fields for your account under the Admin tab. this is the data that will be stored in our system for each of the contacts you or your agents will be calling. this information will appear on the agent’s screen when they are connected to a contact. these database fields should match the information you typically have for the people you will be calling. these fields are set per account, and canNOT be changed from campaign to campaign
2) under the Admin tab, add an account for each of your users
3) Select your telephone connection method under the Settings tab for EACH user
4) set a List View appearance under Settings to display additional information in the List View
5) Create a new campaign under the Campaigns tab
6) Upload CSV data by clicking the Add Contacts icon next to the newly created Campaign and follow the on-screen instructions
7) press the GREEN refresh button to confirm your .CSV has been imported correctly
8 ) login, as an agent and press the associated Join a Predictive Campaign button to begin calling

Pre-recorded Message Leaving

Matthew Hunter — Sat, 27 Feb 2010 16:37:03 +0000

Voice broadcasting customers can now more easily manage and configure their campaigns’ sound files using our newly redesigned Sound Files Library. Mangers, wholesales, or resellers of robocalls can now either upload a .WAV file or record a new message over the phone for future use in one or many different broadcasts. Each voice blast can be have a different message to be played to live answers, left on voicemail machines, or for inbound DID callbacks. If you are a politician and want to send a recorded telephone message to your constituents, setup your message in our Sound Library once and use it in all your political voice broadcasting campaigns to blast your message to thousands.

Music on Hold via Shoutcast

Matthew Hunter — Sun, 14 Feb 2010 16:36:10 +0000

v0.99w has custom music on hold support for agents in-between calls via any shoutcast server. Hello Hunter understands that music can enhance or restrict a call center agent’s productivity, we also know that each individual has their own music preference–it why we now support custom music on hold. For an outbound call center agent that spends 8+ hours on the phone, this small feature enhancement will make a BIG difference and keep your agents happy.

Predictive dialing users can configure a shoutcast server under the Settings tab. Enter an address in the format shout://servername:port/dir. A list of public shoutcast servers can be found using google or shoutcast.com.

Google Talk Integration

Matthew Hunter — Tue, 02 Feb 2010 16:31:47 +0000

v0.99o introduces a completely redesigned voice connection wizard, and the option to connect agents via Google Talk/Jabber clients. The new wizard integrates feedback received by our technical support department on the difficulties some call centers’ encountered setting up soft phones like X-Lite and Zoiper with the Hello Hunter predictive dialing platform. Customers and resellers now have 5 connection options, four of which are enabled and available to direct customers. The options are Dial-out, Dial-in (via local access number), SIP Phone, SIP Address, Google Talk/Jabber, and our Flash Web Phone.

Using your Google or GMail account is simple, simply select the Google Talk option and enter your google email address (like your.name@gmail.com). The next time a voice connection is required, you will receive an incoming voice call from hosted.dialer@gmail.com. Accept the call, and add hosted.dialer@gmail.com to your Google Talk contact list and walla–you are now connected to our hosted predictive dialer platform! To test your connection simply select the Test Google Talk Connection button under the Settings tab.

Google has freeware phone clients available that support ICE for NAT (Interactive Connectivity Establishment for Network Address Translation) which makes setup and configuration a breeze. We hope our network technicians can finally kiss all those firewall and NAT problems good-bye! Google Talk has voice chat clients available for Windows, Mac, and Linux. Our predictive dialer also works with the ActiveX control that comes standard on most GMail login screens. If your company utilizes google apps for mail or document hosting, we also integrate with your @company.com google accounts.

Chinese Website Launched

Matthew Hunter — Mon, 11 Jan 2010 05:03:52 +0000

We are proud to announce the launch of our new Chinese website geared at the Mainland China, Hong Kong, and Taiwan Predictive Dialer and Voice Broadcasting customers. This is our first branded entrance into a developing market and we hope to gain a wealth of experience from the process. Unlike the US, there is no established market for outbound call center services in China and we hope to make in-roads into this rising market. Look for more localized versions of the Hello Hunter software suite along with our website in other languages soon.

Nigeria Voice Broadcasts

Matthew Hunter — Sat, 02 Jan 2010 05:01:27 +0000

Our technical team (i.e., Matt) spent Christmas and New Years juggling carriers for our new Voice Broadcasting clients in Nigeria. We are happy with the results and I think our clients are too. Over the next few weeks we will be launching Voice Broadcasting services in Brazil, England, and China. We actually gained quite a bit of knowledge working with a handful of tier-1 international carriers and hope that the knowledge will carry over to other international markets. If you are an agent or reseller and need Voice Broadcasting services to a location outside of the US and Canada please contact our sales team for a custom quote. Our international routes and rates change often, so please contact us for the latest information.

Hello Hunter PD v0.99i Now Live!

Matthew Hunter — Mon, 09 Nov 2009 21:12:14 +0000

Today we put live a new version of the Hello Hunter Predictive Dialer. Thanks to the resellers who provided the last minute bug testing on Sunday and Monday morning. New features in this update include:

1) Custom Dispositions- Now your agents can disposition calls with your own set of parameters. To setup custom dispositions go to the Admin Tab and press the Configure Custom Disposition Button (Bottom Left)
2) Better Agent Reporting – Now you can view a rundown of your agent productivity with stats that include Agent Connect Time, Talk Time, Dials & Connected Contacts. Use the Display Agent Productivity button under the Admin Tab.
3) Search by Phone number – Quickly find a contact by phone number using the Global Search option under the List View Tab
4) Detailed Exports – Now each Contact export includes information about Disposition in addition to a timestamp of the last time an agent was connected to the contact.
5) Timezone based Callback times – Agents can set their timezone using the Modify Timezone button at the bottom of the Settings page. This timezone is used for recording Scheduled Callbacks in the Contact log instead of UTC.
6) Leave a Pre-Recorded Message (and don’t hang-up)- Agents now have the option of keeping the call connected when playing a pre-recorded message.
7) Backend database upgrades to improve performance and provide emergency data recovery.

We are quickly approaching version 1.0…look for more updates soon. Please keep sending the feature requests my way.

Software Update 27 Sep 2009

Matthew Hunter — Mon, 28 Sep 2009 10:36:52 +0000

Latest Software Update: v0.94d (27 Sep 2009)
You may need to refresh your web browser to see this latest version.

New Features:
Super Fast Email Based Exports for Campaigns, PhoneCasts, & User Contacts
Real-time Monitor for Dialing PD Numbers (look for more updates to this soon)
VB Options to: 1) record all Transfer Calls 2) transfer bad DTMF presses 3) detailed overview with transfer time stats

Bug Fixes:
Solved MAJOR issue with PD users getting disconnected with a live contact, and hearing a “Goodbye” message mid-conversation
Solved Counting of Total users in Admin Tab
Solved sip_address default when setting as SIP provider under the Admin Tab

Soon to be Added:
Custom Dispositions (1 week)
Better Reporting (1-2 weeks)
Custom Music On Hold (2 weeks)

Known Bugs:
Per-Carrier AMD behavior