Frequently Asked QuestionsXtend Call Center

1. What is Xtend Call Center Solutions?
2. Which are the applicable areas where this product can be implemented?
3. What are the recommended system requirements to install and run Xtend Call Center Solutions?
4. Why am I unable to view the web interface of Xtend Call Center Solutions?
5. How can I create and edit processes (campaigns)?
6. Is there any limitation to the number of prompts that can be played in a process (campaign)?
7. How can I upload prompts to be played to the customer through a process (campaign)?
8. How can I choose the number of calls that will be made by a process (campaign) simultaneously at any point of time?
9. Why am I unable to load the Media Player while trying to listen to recorded calls in the Dialled Logs?
10. How can I change the location where the voice logging waves are stored in case of space issues?
11. How can I start or stop Xtend Call Center Solutions?
12. While uploading a file with valid telephone numbers for outbound dial, why does the message "No valid data is present" appear?
13. What if I am not able to login to the Remote Client (agent popup) application?
14. Why am I unable to create and configure a process for agent transfer?
15. What type of reports does Xtend Call Center have?
16. Can I get any other general information about Xtend Call Center Solutions?

Answers

1. What is Xtend Call Center Solutions?

Xtend Call Center Solutions is a computer-based application program designed to automate the inbound/outbound calls in an organisation. The software application seamlessly integrates with voice cards to attend calls automatically and processes the caller's request in a faster way.

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2. Which are the applicable areas where this product can be implemented?

Applicable areas of Xtend Call Center Solutions include Call Centers, Enquiry Firms, Financial Institutions, Business Enterprises, Medical Firms, Travel & Tourism etc.

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3. What are the recommended system requirements to install and run Xtend Call Center Solutions?

To use Xtend Call Center on a Windows PC, you must have the following minimum system requirements:

Minimum System Requirements
Operating System : Windows Server 2016/2012/2008, Windows 7/10
Processor Type & Speed : Intel Quad Core, 2.5 GHz or more
Browser : Internet Explorer 11.0 or above
Memory : 4 GB or more
Hard Disk Space : 2 TB (1 TB x 2) or above
Note: The minimum system requirements mentioned here shall vary based on the actual user requirements.

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4. Why am I unable to view the web interface of Xtend Call Center Solutions?

This may happen due to two reasons: First, the web server may not be running. To run the web server, go to Start → All Programs → Xtend Call Center 3.0 → Xtend Web Server (click and restart). Second, the web port used for accessing the user interface may not be the correct one as configured in the domain.ip file in the installation web folder.

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5. How can I create and edit processes (campaigns)?

To create a process, follow the steps given below:

• Open the web interface of Xtend Call Center.
• Select the menu Process from the web interface.
• Click Add Process in the Process submenu.
• Enter all the relevant details like process name, telephone number, schedule date, time etc. in the page that appears. (Please note that the fields marked with * are mandatory)
• Click Add Process to create the process.

To edit a process, follow the steps given below:
(Note that active process cannot be edited. To edit the process, first disable the process and proceed further.)

• Open the web interface of the Xtend Call Center.
• Select the Process menu from the web interface.
• Select a process from the Process submenu and click View and Edit.
• Edit the process fields according to your requirements.
• Click Update Process.

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6. Is there any limitation to the number of prompts that can be played in a process (campaign)?

A standard process (campaign) in Xtend Call Center can have Welcome prompt, Menu/Option prompt, Thank you prompt, Consent prompt and Refusal prompt. In case if the call flow is intricate with submenu prompts, then the customised processes (campaigns) can be created through Xtend Call Center.

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7. How can I upload prompts to be played to the customer through a process (campaign)?

To upload the prompts to be played to the customer through a process, open the web interface of Xtend Call Center. Go to Process → Add Data and select a process from the drop-down list. Then, click Upload Waves. Browse and select the prompts and then click Upload Files.

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8. How can I choose the number of calls that will be made by a process (campaign) simultaneously at any point of time?

To choose the number of calls made by a process at any instant, open the web interface of Xtend Call Center. Go to Process → Configuration and click Countwise. Select the process and enter the maximum channel count which indicates the maximum number of calls that can be taken simultaneously at any point of time. Then, click Configure.

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9. Why am I unable to load the Media Player while trying to listen to recorded calls in the Dialled Logs?

For the Media Player to be loaded, certain ActiveX controls need to be downloaded and run on your Internet Explorer browser. Check if the Xtend Call Center web URL has been added as a trusted site in your browser security settings and that the security level for this zone is customised to download and run ActiveX controls.

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10. How can I change the location where the voice logging waves are stored?

To change the location of the logged wave files, go to Configuration → Wave Paths and click the link Add New Path. Enter the new location on the system (e.g.: D:\Waves) where you want to store the wave files and click Add Path. Then follow the steps in FAQ 5 to "view and edit" the process.

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11. How can I start or stop Xtend Call Center Solutions?

To start the Xtend Call Center, from the web interface, go to Manage Device → Start. Click Yes and then click OK to start Xtend Call Center. To stop Xtend Call Center, from the web interface, go to Manage Device → Shut Down. Click Yes and then click OK on the confirmation box that appears.

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12. While uploading a file with valid telephone numbers for outbound dial, why does the message "No valid data is present" appear?

This error commonly appears while trying to upload phone numbers from an Excel file. To avoid that, enter the phone numbers in a uniformly formatted manner with no spaces in between the digits (e.g. 0484 2378008 should be 04842378008 or 93120 96080 should be 9312096080). Also check that there are no blank rows in between the numbers. Also note that the prefix "0" is lost in Excel while uploading if the telephone numbers have been formatted as "numbers". It is better to format the cell property as Text to preserve the prefix. This factor becomes critical in case of STD/ISD numbers.

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13. What if I am not able to login to the Remote Client (agent popup) application?

This may happen when the Xtend Web Server is not running on the Xtend Call Center installed system. To run the web server, go to Start → All Programs → Xtend Call Center 3.0 → Xtend Web Server (click and restart). Also, check if the INI file named xvlogclient present in the Logger Client has the correct entries for "AllowFromIP" and "RemotePort".

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14. Why cannot I create and configure a process for agent transfer?

This may happen when no agents are present. For a process to be configured with agent transfer, first create the agents by clicking on Administration → User Accounts. Then, configure a process and proceed further.

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15. What type of reports does Xtend Call Center have?

Xtend Call Center includes reports on Summary Logs, Incoming Statistics, Abandoned Statistics, Work Statistics, Productivity Reports, Occupancy Reports, etc. The agent-specific reports available in Agent Logs include Agent Call Logs, Summary Logs, Agent Productivity Logs etc.

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16. Can I get any other general information about Xtend Call Center Solutions?

Few points related to Xtend Call Center Solutions are highlighted below:

• The Xtend Call Center requires a HASP dongle license to run. If HASP is not detected, then Xtend Call Center will not start and the error "HASP HL Key not found" will appear.
• The voice card to which the PRI or telephone line is connected will have a built-in license. In case the number of channels are increased beyond a limit, then additional license will be required for the voice card.
• The recommended sampling rate for the prompts uploaded to Xtend Call Center processes (campaigns) is 8 Khz, 16 bit, mono.

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