3CLogic Support » Tag: FAQs

3CLogic Support » Tag: FAQs - Recent Posts http://www.3clogic.com/support/ 3CLogic Support » Tag: FAQs - Recent Posts en Wed, 19 Jun 2013 05:34:52 +0000 JMunson on "Where did the lead recycling policy settings page go?" http://www.3clogic.com/support/topic.php?id=255#post-259 Mon, 14 Jan 2013 18:33:56 +0000 JMunson 259@http://www.3clogic.com/support/ Leads recycling policies are now set individually with the result codes settings. The settings page for each result code can be found by logging into the management portal > projects > manage for the project you wish to edit > result codes (on the left) > manage for the result code you wish you edit. JMunson on "How to change the system notication sounds." http://www.3clogic.com/support/topic.php?id=244#post-248 Wed, 21 Nov 2012 16:31:12 +0000 JMunson 248@http://www.3clogic.com/support/ Each project can have it's own set of notification sounds that can be customized by going to the "project tones" tab in that project's setting. Please note that the media files need to be in WAV, 8kHz, 16 Bit and Mono i.e. Channels=1 formatting. Also, the file name needs to have no dashes or spaces. JMunson on "Web addresses to add as exceptions in firewalls/proxy servers." http://www.3clogic.com/support/topic.php?id=231#post-235 Thu, 27 Sep 2012 21:03:49 +0000 JMunson 235@http://www.3clogic.com/support/ The specific server number for your call center/reporting server may vary. If you have any questions please contact 3C Logic Support. JMunson on "Web addresses to add as exceptions in firewalls/proxy servers." http://www.3clogic.com/support/topic.php?id=231#post-234 Thu, 27 Sep 2012 21:02:36 +0000 JMunson 234@http://www.3clogic.com/support/ Please ensure the following addresses are unblocked: <a href="http://reporting03.3clogic.com" rel="nofollow">http://reporting03.3clogic.com</a> <a href="http://mycallcenter.3clogic.com" rel="nofollow">http://mycallcenter.3clogic.com</a> <a href="http://svr03.3clogic.com" rel="nofollow">http://svr03.3clogic.com</a> JMunson on "Voice Mail Email notification without message in VM inbox" http://www.3clogic.com/support/topic.php?id=226#post-229 Wed, 26 Sep 2012 15:22:08 +0000 JMunson 229@http://www.3clogic.com/support/ If you receive an email notification saying a voice mail message has been left but there isn't a voice mail in the inbox a customer has called in to your call center and disconnected the call while the voice mail message is being played. JMunson on ""Object not reference not set to an instance of an object." when logging in." http://www.3clogic.com/support/topic.php?id=222#post-225 Fri, 14 Sep 2012 14:37:30 +0000 JMunson 225@http://www.3clogic.com/support/ This error can be caused if one of the system processes that the 3C Logic program depends on is not running on the system. Please contact a 3C Logic support team member to walk you through the process of ensuring all dependent processes are running properly. JMunson on "Error report screen pops up when changing headset settings." http://www.3clogic.com/support/topic.php?id=221#post-224 Fri, 14 Sep 2012 14:34:49 +0000 JMunson 224@http://www.3clogic.com/support/ If the 3C Logic application is not given enough permissions due to security settings on the pc it will receive an error when trying to update the default settings. This can be resolved by right clicking on the 3C Logic icon and choosing the option "Run as Administrator". JMunson on "To add delay time before your voice mail message is played." http://www.3clogic.com/support/topic.php?id=195#post-198 Tue, 10 Apr 2012 17:59:29 +0000 JMunson 198@http://www.3clogic.com/support/ To add time to the initial delay before your voice mail recording is played: - Log in to the management portal - Click on the projects tab at the top of the screen - Click Manage for the project that needs to be edited - Click on Project call flow on the left hand side of the page - Click on the little gray cog icon above "Message For Answering Machine" Icon. - Under Remote recording event wait time enter the number of seconds you would like to have for the delay in milliseconds then click on the update button. JMunson on "Setting Sound Devices on 4.0 client." http://www.3clogic.com/support/topic.php?id=185#post-188 Tue, 20 Mar 2012 13:31:42 +0000 JMunson 188@http://www.3clogic.com/support/ To set the sound devices on the 4.0 Version of the 3C Logic Client Software. Click on the blue "3C" circle Tools > Sound Devices Select the device you wish to use under both Microphone and Speakers JMunson on "Lead information not populating in 4.0 client." http://www.3clogic.com/support/topic.php?id=184#post-187 Tue, 13 Mar 2012 17:24:50 +0000 JMunson 187@http://www.3clogic.com/support/ If the customer data doesn't populate after clicking the start button on the 4.0 client you can restore the display by following these steps: 1. Click on the blue 3C Icon in the upper right hand of the screen. 2. Click on "restart". 3. Once the system has restarted, click on the blue 3C icon again. 4. Click on "tools" then "reset to factory default". 5. Once the system has restarted you should see the lead information after clicking on the start button. If this does not resolve the issue please contact technical support by calling 800 350 8656 ext 2. Or by emailing <a href="mailto:Support@3clogic.com">Support@3clogic.com</a> JMunson on "Sending key tones in 4.0 client" http://www.3clogic.com/support/topic.php?id=183#post-186 Tue, 13 Mar 2012 17:18:45 +0000 JMunson 186@http://www.3clogic.com/support/ To send key tones in order to navigate company IVRs highlight the active call by clicking on it in the calls window. Once the call is highlighted you can use the dial pad to send the key tones. JMunson on "How do I make a previously created custom CRM fields searchable?" http://www.3clogic.com/support/topic.php?id=178#post-181 Wed, 11 Jan 2012 15:48:52 +0000 JMunson 181@http://www.3clogic.com/support/ To make previously created CRM field searchable: -Go to "CRM" at the top of the management portal. -Go to "CRM Fields" on the left hand side of the page. -Select the "Searchable" check box for the CRM field you wish to make searchable. JMunson on "How do I import lead files with errors?" http://www.3clogic.com/support/topic.php?id=176#post-179 Mon, 09 Jan 2012 15:15:20 +0000 JMunson 179@http://www.3clogic.com/support/ In the case that your lead file contain errors: -Click on the blue "errors" link on the imports tab under CRM. -To export invalid leads click "export invalid leads" (optional) -To ignore invalid leads click "import valid leads" and the system will ignore the invalid leads and finish processing the valid leads. JMunson on "How do I change my password? (Agent)" http://www.3clogic.com/support/topic.php?id=175#post-178 Fri, 06 Jan 2012 16:47:31 +0000 JMunson 178@http://www.3clogic.com/support/ You can change your password by going to mycallcenter.3clogic.com, log in using the same username and password you use to log into the 3C Logic Client interface, then finally enter the new password in the password and confirm password fields, then finally click "update" at the bottom of the page. JMunson on "How do I accept inbound calls?" http://www.3clogic.com/support/topic.php?id=174#post-177 Fri, 06 Jan 2012 16:30:13 +0000 JMunson 177@http://www.3clogic.com/support/ When an inbound call comes into your client you can accept by clicking on the green phone icon next to the call disposition menu. JMunson on "How do I add columns to the leads display on the portal?" http://www.3clogic.com/support/topic.php?id=170#post-173 Thu, 29 Dec 2011 20:19:03 +0000 JMunson 173@http://www.3clogic.com/support/ To add additional columns to the lead display click on the blue and white box on the upper right corning of the leads display(to the right of the First, Prev, Next, Last buttons) JMunson on "How do I view the reschedule time for leads on the management portal?" http://www.3clogic.com/support/topic.php?id=169#post-172 Fri, 23 Dec 2011 16:07:17 +0000 JMunson 172@http://www.3clogic.com/support/ To add the rescheduled time to the displayed on the "rescheduled leads" tab on the portal click on the small blue box below the "clear" button on the right side of the page. Once the "choose columns" menu opens, select the check boxes beside "Scheduled Time" and Scheduled End Time" then click on the close button on the upper right corner of the choose column menu. JMunson on "Is there a quick way to test the stability of my internet connection?" http://www.3clogic.com/support/topic.php?id=167#post-170 Thu, 22 Dec 2011 18:44:33 +0000 JMunson 170@http://www.3clogic.com/support/ Yes, by going to <a href="http://www.voipreview.org/voipspeedtester.aspx" rel="nofollow">http://www.voipreview.org/voipspeedtester.aspx</a> . You need to make sure that you have the latest edition of Java installed on your pc. To verify please go to <a href="http://java.com/en/" rel="nofollow">http://java.com/en/</a> . JMunson on "What is the best way to check the status on a diagnostic submitted to 3C Logic?" http://www.3clogic.com/support/topic.php?id=166#post-169 Tue, 20 Dec 2011 20:29:19 +0000 JMunson 169@http://www.3clogic.com/support/ Currently, the best way to check the status on a diagnostic submitted to 3C Logic is to directly call the support staff @ 800 350 8656 ext2. JMunson on "How do I submit a diagnostic to 3C Logic?" http://www.3clogic.com/support/topic.php?id=165#post-168 Tue, 20 Dec 2011 20:26:16 +0000 JMunson 168@http://www.3clogic.com/support/ By clicking on "help" on the top of your 3C Logic Client interface then on "report issues and problems" 3C Logic will take a snap shot of everything the system is doing and submit it to 3C logic support for review. JMunson on "Assign imported leads to a project." http://www.3clogic.com/support/topic.php?id=164#post-167 Fri, 16 Dec 2011 18:12:58 +0000 JMunson 167@http://www.3clogic.com/support/ To Assign imported leads to a project- -Log into <a href="http://mycallcenter.3clogic.com" rel="nofollow">http://mycallcenter.3clogic.com</a> -Click on the CRM tab at the top of the page. -Click on the Imports tab on the left side of page. -Click on "assign" for the imported file you wish to assign. -Choose the project you wish to assign the leads to from the drop down menu, and click next. -Select the leads you wish to assign, and click next. -Select the check at the top of the page if you wish to have the leads immediately dial-able from the project, and click next. -Your leads are leads now assigned to the project. JMunson on "How do I prioritize leads based on leads list?" http://www.3clogic.com/support/topic.php?id=163#post-166 Thu, 15 Dec 2011 16:20:15 +0000 JMunson 166@http://www.3clogic.com/support/ You can set lead priority based on leads list by logging into the management portal > Project > Manage > Priority > Add new priority > Column type "leads list" > then select the leads lists in the order you would like to have them prioritized > Add Priority. JMunson on "How many leads can be loaded into the system in a single file?" http://www.3clogic.com/support/topic.php?id=162#post-165 Thu, 15 Dec 2011 16:15:33 +0000 JMunson 165@http://www.3clogic.com/support/ A total of 5MB of leads can be loaded in a single file, approximately 250k. *Depends on the amount of data attached to each lead* JMunson on "How much talk time per hour can I get with 3C Logic's predictive dialer?" http://www.3clogic.com/support/topic.php?id=159#post-162 Fri, 09 Dec 2011 20:00:29 +0000 JMunson 162@http://www.3clogic.com/support/ Under optimum conditions an agent can be on the phone for 45 minutes per work hour. JMunson on "How long does 3C Logic keep previous call recordings?" http://www.3clogic.com/support/topic.php?id=157#post-160 Wed, 07 Dec 2011 19:30:22 +0000 JMunson 160@http://www.3clogic.com/support/ 2 Months JMunson on "Can I set up my own server to store recordings?" http://www.3clogic.com/support/topic.php?id=156#post-159 Wed, 07 Dec 2011 19:29:11 +0000 JMunson 159@http://www.3clogic.com/support/ Yes, you can configure your own server to save recordings under the "General Policy" tab within Project settings. JMunson on "When do 3C Logic's reports update?" http://www.3clogic.com/support/topic.php?id=155#post-158 Wed, 07 Dec 2011 19:25:39 +0000 JMunson 158@http://www.3clogic.com/support/ All reports update at midnight with the exception of the "Call Data Reporting" report which updates as data is submitted to the server. JMunson on "How do I see how many calls are given a particular status by an agent?" http://www.3clogic.com/support/topic.php?id=154#post-157 Fri, 02 Dec 2011 17:37:49 +0000 JMunson 157@http://www.3clogic.com/support/ Log into <a href="http://mycallcenter.3clogic.com" rel="nofollow">http://mycallcenter.3clogic.com</a> Click on "Reports" tab at the top of the page. Click on "Custom Reports" tab at the top of the page. Click on the blue link for "Agent Call Result Report" in the center column of the page. Select the filter options for the dates and campaigns you wish to view. Click "Show Report" JMunson on "Why does voice quality change depending on the agent's PC?" http://www.3clogic.com/support/topic.php?id=151#post-154 Mon, 28 Nov 2011 16:20:16 +0000 JMunson 154@http://www.3clogic.com/support/ 3CLogic software uses PC resources to 'play' sound --both record and playback and on some PCs additional configuration of sound devices is required. Please contact support. JMunson on "Why do I continue to get system initialization errors?" http://www.3clogic.com/support/topic.php?id=150#post-153 Mon, 28 Nov 2011 16:09:30 +0000 JMunson 153@http://www.3clogic.com/support/ Antivirus or anti-spyware applications can commonly miss-identifies some of our essential services as malware and disables them. To resolve the issue add acceptations to all of your pc protection applications and reinstall 3C Logic onto your pc.