Quarterback

Quarterback

Overview

A Quarterback is a user who has one job. The user’s job is to confirm that when a number has been presented on the screen that he is providing consent to dial that number.

Quarterback

In order for a Quarterback to receive pop up notifications, five things need to be true.
  • The Quarterback agent needs to have quarterback credentials assigned by your organization’s administrator
  • Your organizations administrator must have loaded and started a list containing valid phone numbers
  • Your organizations administrator must set the predictive campaign, Enable Quarterback Mode to "Quarterback Application" on the campaign’s Dialer Options.
  • The Quarterback needs to be logged into the system and logged into a predictive campaign
  • Predictive Agents must be logged into the system, logged into a predictive campaign and their status must be “available”

NOTE : The system will only dial a phone number during business hours. e.g. If a list contains phone numbers from California and phone numbers from New York, the system will dial the New York phone numbers starting at 9 am EST but will not dial the California numbers for an additional 3 hours.

Logging into Quarterback Mode
  • First log into the system
  • Next select the small circle on the bottom right of your avatar (the photo that was uploaded in your user setting). The avatar is located at the top right of your screen. If you have not uploaded an image you will see an icon with the outline of a head and shoulders.

NOTE: this is the same icon you select to access user settings

  • When you select the circle at the bottom right of the avatar a drop down list will open
  • Select “Start Quarterback Mode”
  • Depending on how your system administrator has configured the system you may or may not see a pop up window that says “Start Quarterback”. If you do see the pop up window you need to choose a predictive campaign and select “OK” in order to log in.
  • Once you have logged in to a predictive campaign you are ready to begin confirming the system’s request to dial
Handling System Dial offer requests
  • When the system is ready to start dialling it is important that the quarterback is ready to respond to the dial requests. The dial requests will take the form of a pop up window on the quarterback’s screen.
  • To accept the dial request the Quarterback need to select the “thumbs up” icon on the left hand side of the pop up window. If the Quarterback accepts the request, the system is ready to dial that number.
  • To reject the dial request the Quarterback need to select the “hand” icon on the right hand side of the pop up window. If the Quarterback rejects the request, the system will remove that number from the list and will not be offered to the Quarterback again.
  • If the Quarterback neither accepts nor rejects the pop up offer to dial than the offer will time out. If an offer times out the system will keep the number on the list but will not present an offer to dial that number again for at least 24 hours
Logging out of Quarterback mode
  • When the quarterback is going on break or is done for the day it is important to log out of quarterback mode.
  • Logging out has very similar steps as logging in
  • select the small circle on the bottom right of your avatar
  • When you select the circle at the bottom right of the avatar a drop down list will open
  • Select “Stop Quarterback Mode”
  • If you are not in Quarterback Mode you will no longer be receiving any pop up offers to dial from the system

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