FAQs – Setting up your computers

  • Setting up your computers
  • Start early!

    Once you have decided to use the predictive dialer for your campaign, be sure to start early, setting up your network and computers, and testing things out.  Most people find the setup process pretty straightforward and quick.

    There are, however, a LOT of variables here - internet providers, modems, firewalls, other software installed on computers, etc. - and in the complicated cases, it can take a while to sort things out.

    Sometimes there are problems that are related to how many computers you are connecting to the dialer at the same time.  Your internet connection or router may be fine when you connect one or two computers, but problems may come up when you try to log in all ten or twenty of your computers.  For this reason, it is very important to test your setup by logging in all of the computers that you plan to use for dialing - at the same time.  With all of the computers logged in, you can then make manual test calls from the computers to be sure that headsets and sound settings are ok.

    You do not need to wait for your real dialing campaign to be ready and loaded into the dialer.  If you are using the PDI/PDI-Q integration, you do not need to wait for your PDI/PDI-Q and dialer accounts to be connected.  As soon as we send you the welcome email with your dialer settings and login information, you can set up and test your computers.

    Do not wait until you have phoners coming in later the same day!  Do the configuring and testing well in advance of your first day of phoning.  That way you will be ready for your first phonebank, confident that things will run smoothly.

  • How do I set up a computer to administer the dialing?

    Do this first, before you set up the computers that your phoners will use. That way, as you are setting up the phoners' computers, you will be able to look at the admin screen to verify that your phoner computers are being logged in correctly.

    You should already have sent your IP address to PCT for whitelisting, and you'll want to have your welcome email ready, because it has details about your account.

    On any computer that you will use to administer your dialing, go to:

    weblogin.telformance.com/admin

    You can use any browser.  The first time you go to that page, you will see a Settings box.  In both the "Agent Server IP" and "Web Server" boxes, type in the dialer IP address from your welcome email.  Leave the rest of the settings at the defaults and click on Save & Close.

    login_settings

    You can now log in with your admin or supervisor username and password.

  • How do I configure the computers that the phoners will use?

    You should already have sent your IP address to PCT for whitelisting, and you'll want to have your welcome email ready, because it has details about your account.

    You will need to use Internet Explorer (version 9 or later).

    On each computer, go to:

    weblogin.telformance.com

    The first time you go to that page, you will see a Settings box.  In both the "Agent Server IP" and "Web Server" boxes, type in the dialer IP address from your welcome email.  Leave the rest of the settings at the defaults and click on Save & Close.

    login_settings

    Now log in, using one of the agent usernames in your welcome email.  The first time you log in, you will be asked to install a Zoiper plugin.  Once the plugin is installed, you will be logged in and that computer is ready to be used on the dialer.

  • How to connect to the dialer using a telephone instead of the computer's headset

    The standard way to connect to the dialer is to use the computer for the data - the voter information on the screen and the responses you mark after the call - and the audio, using VOIP.  In some situations, however, you may not be able to use the computer for the audio - particularly if your internet bandwidth is limited or your internet provider blocks the VOIP connection.

    You can use a telephone for the audio.*  It can be a cellphone, a landline, or an internet phone, as long as the phone has a ten-digit phone number and can receive calls at that number.  To use a telephone for the audio, you will need to change a couple of settings.

    At the login webpage - weblogin.telformance.com - click on the Settings button.

    weblogin_settings

    If you haven't already done so, fill in the dialer IP settings as normal, and then in the middle of the Settings box, click on Use Remote: Yes.  In the Extension box, type outbound/ followed by the ten-digit phone number you want this computer to connect to.  Click on Save & Close.

    dialback_settings

    With these settings, when the agent logs in, the dialer will call the ten-digit phone number as part of the login process.  Remember not to hang up the phone in between calls!  If you hang up, you will need to log in again.

    *NOTE: Using a dialback connection for your phoning costs an extra two cents per minute, for as long as the call is connected.  This is in addition to all normal dialer charges.

  • Manual calls to test your computers

    Once you have configured the computers that you will be using, you can make manual test calls to be sure that everything is working correctly. Manual calls are also useful to troubleshoot problems with headsets, volume settings, etc.

    In the dialer admin, make sure that your "manual" campaign has been started.  Now, log in to the phoner computer.

    ManualCallStart

    Leave the status as "NOT READY" and click on the Manual Call button.

    ManualCallDial

    NOTE:  If there is nothing in the Campaign dropdown, that means that the manual campaign is not started.

    Fill in a 10-digit number in the phone box and click on Call & Close.  The dialer will call that number.  Be patient - the call can sometimes take up to one minute before it reaches the number you're dialing.

    ManualCallHangup

    When you are finished with the call, click on the Hangup button.  You will see a box that you need to complete to finish the call.

    ManualCallDispo

    Mark "Manual call" in the upper-left area.  UNCHECK the "Pull the next call" box.  Click on OK.  (If you do not uncheck the box and there is a predictive campaign running, you will be in "READY" status and will start getting calls for that campaign.)

  • Basic troubleshooting as you set up your computers

    When you are setting up computers to be used by the phoners, if you are unable to connect to the dialer, here are some basic troubleshooting tips:

    1. Double check that you have filled in the settings correctly on the login page. Click on the Settings link - the "Agent Server IP" and "Web Server" should have your assigned dialer IP address filled in there.
    2. Make sure that you have allowed the Zoiper plugin to be installed.
    3. Make sure that the computer has the most recent version of Flash installed. You can verify that here: Adobe Flash Player
    4. Check the computer's firewall - try turning it off, if it is on.

    If none of these suggestions resolve the issue, you may also need to look at the settings on your router. If your router has SIP-ALG or QoS enabled, try turning both of those off.

    If you are still unable to connect to the dialer, contact us and we will work with you to find a solution.