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iii. Lead Recycling A, AA, AB, B N, NA, NP, PU: Delay 28800, 4 tries
iv. DID required for each Agent as inbound direct phone number
1. Inbound VM greeting required (recorded by Agent)
v. Call transfer used to leave auto-msg on VMs when needed
1. Play recorded message on VM of called party
2. Outbound VM message required (recorded by Agent)
c. Standard B2B Predictive Dialing Campaign:
i. Same as Residential Calling List above
ii. Decide between AMD/VM on or off (sometimes its best to leave a msg
on every VM, most times not consult Rich if in doubt)
d. Voice Broadcast Campaign:
i. Setup remote agents to trigger dialing
ii. Only available for non-commercial, charity & political messages
5. Order & Setup DID
a. DIDs purchased from 2 vendors
i. Flowroute: http://flowroute.com
1. Username = rich@globaltmail-usa.com
2. PW = AXCZUZF6F
3.
4.
5.
6.
OpenDIDs
Click Purchase
Select an area code same or in same area as Clients business
When buying be VERY CAREFUL!!! BUY ONLY THE $6.95
FLAT RATE.
7. After purchase be sure to set the route to
208.115.203.118:5999
8. Get recording from Client this is for the Curiosity Call
Marketing. Be sure to embed the following language in the
recorded message: To go on our Do Not Call List, press 9 at
any time during this call.
9. Set up the VM for the DID use same naming convention as
with previous recordings in the Audio Store (see store for
samples)
10.
Make sure the Clients GroupCaller Email address is
created. ALL VM MESSAGES MUST GO TO THIS GROUPCALLER
MAIL. (NOT to the Clients email address. Reason: WE must
be able to check and verify when leads arrive at this mailbox.
Also using their GroupCaller email is the only method for us to
test whether the system sends the email or not.
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11.
Testing
a. Call the DID to ensure the number works, the greeting
plays, the greeting asks for a message and takes the
message, and the message is emailed to Client
b. Check email to ensure the recorded message arrived OK.
ii. DIDLive.com
1. Consult Rich this is a NEW vendor as of July 2013.
6. DNC Updated & SAN Received From Client
a. Update DNC list each Monday (Jeff Wilson calls this the delta list
i. Regulation requires minimum once each 30 days. We wish to ensure
compliance without issues, so do it more often than required.
b. Get the DNC Change List from the FTC:
i. FTC Login
1. https://telemarketing.donotcall.gov/login/login.aspx?ReturnUrl=%2fManag
e%2fAC.aspx
2. Our login credentials:
a. Organization ID: 10154525-65526
b. Representative Password: Rich!234
i. Note, this password will change every 90 days
c. Downloader Password: VukEA+74
3. Enter the Representative Password only
4. You must click Yes, I agree under penalty of perjury the
foregoing is true and correct., then click Certify
5. Next click at the top of the list Subscribe to Area Codesetc
6. Click Download Phone Numbers (menu item on LEFT)
7. Click Download Change List
8. Select the Flat Text File and click Begin
9. It usually takes 24 hours before this list is ready for delivery.
a. Rich will get an email from FTC and forward it. REMIND
RICH TO FORWARD THIS EMAIL!
b. When you receive this email, download the list.
c. Deliver DELTA LIST (eg the DNC Change List) to Jeff Wilson
i. Use Filezilla as FTP client for our website
1. Website login credentials for Filezilla
a. Host = 50.87.144.149
b. Protocol = FTP- File Transfer Protocol
c. Encryption = User Plain FTC
d. User = groupcaller@globaltmail-usa.com
e. Password = NKa60zTlWuFZ
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2.
3.
4.
5.
6.
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ii. Enter the basic information based on this screen shot. Use this link to
get a password: http://69.162.118.194/generate.php. After entering
all information, click on SUBMIT.
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iii. Heres your next screen. Just click the link to open the New User Detail
page.
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iv. On the next page youll see the New User Detail Page (its a very long
page so I cut out the middle For now, youll modify just 2 of the
settings and click SUBMIT at the bottom of the page to save them.
Once you have done this, highlight & copy the password, then click on
USER GROUPS):
1. Changes to AGENT INTERFACE OPTIONS (Remember, the fast
way to find these fields in Chrome is CTRL-F the find feature
and type in some of the letters from the field label below.)
a. Agent-Only Callbacks: Set it to 1 to turn it on. This
option allows an agent to set a callback so that they are
theonly agent that can call prospect back. This also allows
the agent to see their callback listings and call them back
at any time they wish. The ability to use this feature is
critical especially in B2B campaigns during which many of
the called parties ask the Agent to call back at a time when
they are not busy
b. Agent Call Manual: Set it to 1 to turn it on. This option
allows an agent to manually enter a new lead into the
system and call them. This also allows the calling of any
phone number from their GroupCaller screen and puts
that call into their session. This option can be particularly
important when the call must be recorded for the Client.
Whether the Agent must make a test call, or simply needs
to manually initiate a call to a different phone number (eg
the called party asks the Agent to call them back at XXXxxx-xxxx), the Agent can do it.
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9. Create A New User Group: The User Group provides a method for one or more
users to access common assets such as campaigns, available calling times and
dialing lists that are available for the common campaigns of those users. Click on
Add A New User Group:
a. Click on Add A New User Group.
b. Enter a name for the group, usually first & last name of the Client/Agent or
principal of the organization (no spaces). Also enter a short description and
then click on SUBMIT:
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c. The new user group has been created. Please click on it.
d. Once again, a long page is created. Well come back to this page after a
campaign has been created. For now, just move to Step 4.
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10.
Attach New User Group To User: Now you must attach this new User
Group to the User you just created. Go back to the User account and select this
User Group from the drop down list and click on Submit at bottom of page to save
it:
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11.
Create A New Phone Account: Each User must have a phone account in
the system that connects to the Internet and makes VoIP calls.
a. Click on Users, then select the User you are creating (in this case 1999) and
when the page opens, copy the User Password:
b. Click on Admin:
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c. Select Phones:
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e. Fill out the fields as shown below. Use the same User # assigned to this user
and the same Password:
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f. Once again you see a very long page with lots of settings. Check TWO
settings: Voicemail Zone and Company. Enter the new Campaign number
(335 in this example) under Company. Click on SUBMIT when done. The new
phone account is now created. (HINT: To quickly find on any long page, use
the browsers Find command):
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12.
Create A Campaign For The Client: Most Clients will use the same type of
Predictive Dialing campaign. Occasionally well get a Client with special needs.
Additional instructions will be needed for Voice Broadcast or other Campaigns that
require special setup customizations.
a. From the new Phone account, select Campaigns
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b. Make a note of the last campaign # that was created and remember it
youre going to use the next highest number to identify the new campaign
youre creating. For the standard Predictive Dialing campaign, youll just
copy all the campaign settings from another similar campaign based on the
type of campaign appropriate for this Client, so click on COPY CAMPAIGN.
c. Fill out the fields. Unless otherwise instructed, copy Campaign 3041 Bruce
New. Click SUBMIT when youre done.
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d. Once again, we have a long page. Until you know this page very well, use
the browsers FIND function to locate each of the fields. Youll edit these 6
fields:
i. Campaign Description (enter appropriate short description,
ii. Active (set to Y)
iii. Admin Users Group (Select your new User Group)
iv. Local Call Time (9 am to 9 pm unless instructed otherwise, THIS IS
CRITICAL! If set to 24 hour, the User could make a mistake and the
system will call people at any hour legal call times vary, but in
general are daytime & early evening hours).
v. Campaign Caller ID: (Delete for now youll come back here and enter
the Caller ID number as soon as we have it Get Caller ID number
from Rich).
vi. Dial Prefix: This must be set to the Campaign ID (335 for this
sample). When setting up a client, be sure this dial prefix is set in their
campaign to be the Campaign ID. If using a single DEMO test
campaign (like 301), enter the Clients new Campaign in Dial Prefix for
the test calls or else the calls will not show up on CDR.
vii. When finished editing, click on SUBMIT at bottom of the page.
viii. Customized Campaigns and B2B Campaigns
1. Routing Extension (Answering Machine Detection). Set AMD
based on campaign need
a. 8368 = OFF
b. 8369 = ON
2. If Client wants the Leads phone number to show up as the
Caller ID, set it in the Campaign Detail screen as follows:
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13.
Create A Calling List: This list does not initially contain phone numbers.
You will likely create the list BEFORE you have phone numbers to import. Well
need to coordinate the creation of this list by getting list requirements from the
Client, then working with Jeff. It helps if the campaign & list are already created.
Then Jeff can just import the records into the list. Heres how to create the list:
a. Click on LISTS from any Admin page:
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b. Click on ADD A NEW LIST: Lists for Clients are numbered in the 2000
series. Make note of the highest number the next integer will be the
number for this list. In the sample below 2017 is the highest number. The
new sample list will be 2018:
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c. Complete the fields similar to what you see below. Use the new number as
List ID; give the list a logical name, put in a description of some kind (needs
to be something the Client will recognize as the list he/she wants to call);
select the campaign you created and change ACTIVE to Y. Then click
SUBMIT to create the list:
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d. Newly created list looks like the screen shot below. Nothing to do here
unless you are going to import records. If thats the case, youll use the
Load New Leads command in the menu.
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14.
Complete The User Group Settings: Now you must define the User Group
settings. This will determine some very important access privileges for the new
User, such as which campaigns the User can access, the allowed calling times,
which agents have access to this group, reports are available to the User, etc. I
cut out big portions of this long page settings will be nearly identical for most
Clients/Agents. Just give them access to the campaign(s) you created, indicate
correct user (themselves), calling time, etc. Use below as a model:
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15.
Link Client To Billing System: We use a2Billing open source system as
our billing client. The following instructions are perhaps the most sensitive and
critical. If you make a mistake, many bad things can happen, like the Client
cannot use the system at all, or money paid by Client goes to somebody else, or
Client will see another Clients calls in their account, etc. So, be careful . . .
a. Access A2Billing Admin Area: http://216.245.203.218/AdmN
i. Login: root
ii. Password: MSHWCJ1Q54VKVNV
b. Go To Add Customer Screen: Once you are in the Admin area by logging in
with the above credentials, click on Add :: Search
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d. Populate Fields With Correct Info: The new account is now created in
A2Billing, but some fields must be updated and saved:
i. Last name
ii. First name
iii. Email
iv. Address
v. City
vi. State
vii. Country
viii. Zip
ix. Phone (this is their cell/home/office phone, NOT their account phone)
x. Company name if applicable
xi. Time Zone set to Clients time zone (if its our Agent, set to
MDT/MST)
xii. Call Plan (you MUST set this properly so the customer pays the
amount to which they agreed)
1. Standard Customers (PhilCanUSTollDirecto)
2. Enhanced Customer (not yet defined, use above plan)
3. Staffed Call Center (US9CentFlat)
4. Buy Leads (US9CentFlat)
xiii. Create SIP Config = YES (radio button, select Yes)
xiv. Create IAX Config = NO (radio button, select No)
xv. WHEN ALL FIELDS COMPLETED CLICK ON CONFIRM DATA
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f. Check To Ensure Your New Client/Agent Has Been Added: Below is the next
page. The new Client/Agent you just entered will be on the LAST page.
g. Set Up A Carrier In Dialer: Next well switch back to the GroupCaller Admin
screen so we can set up a carrier that links the billing & call detail record
(CDR) software (A2Billing) to the Clients account in the dialer (Vicidial). This
will control the Clients access to calling privileges. When the Clients
account balance is reduced to $0 in A2Billing, the dialer will stop making
calls until more money has been added to their account. Leave A2Billing
Admin open to this page well come back to it soon.
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h. Create A Carrier: Go back to the dialer Admin area and select ADMIN from
the side bar menu, and select Carriers, then create a new Carrier by
selecting Copy A Carrier:
i. Give the Carrier a logical name like first & last name of the Client, business
name of Client, etc. and the description is just a more descriptive version of
the Carrier Name as shown below. Complete the fields, select NewClient as
the Carrier to copy and click on SUBMIT:
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ii. Copy Username and Secret numbers shown here (from A2Billing):
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iii. Paste the Username 3 times and the Secret twice. Also select the new
Admin Users Group and type in the new Carrier ID you just created
(in Bold at the top of this page):
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v. Set Active to Y:
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vii. Add a balance to the Clients account so test calls can be made.
Typically add $3.00 if they have not yet pre-paid for minutes. If they
have pre-paid some minutes, add $3 to the funds they added so that
we are paying for the test & setup calls. Go back to the A2Billing
customer info screen and select Billing/Refills:
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ix. Locate the new Client/Agent you are setting up right now:
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x. If the Client has paid an amount, enter that amount. If not, enter 3
so there is a balance against which test calls can be made:
xi. The amount you just entered shows up as a balance on the top row on
the next screen:
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xii. Make one or two test calls to make sure that A2Billing is registering
the Call Detail Record (CDR)
1. Start and connect the soft phone.
2. Go to Users and select View Users Login Info
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5. The soft phone will ring almost instantly. Answer it. This
recording will play You are currently the only person in this
conference. The system will immediately log you into the Dialer
Name/Address template and the CRM Home page. Your screen
should look something like this:
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16.
Create New Contact + User In CRM Database: Creating a user account
in the CRM is your last step. Log in as Administrator:
a. Log in as Administrator
i. URL: http://208.115.242.210/vtigercrm/index.php
ii. Username = admin
iii. Password = SQVBWBRENTF6RWU
b. Each day you must check the email account info@groupcaller.com. New
Clients must complete a form on our website to register as a Client. This
form requires them to agree to TOS and other agreements. Completing this
form is the same as entering into a contract with the Client (this is why we
require this form must be completed). At the time of this writing (March
2013), this form does NOT make an automatic entry into the CRM, it sends
an email to info@groupcaller.com. In the near future, the form will
automatically enter the Client as a Contact in the CRM (so in the future,
youll just go into the CRM to find the new Clients for the day). For now, you
must check this email EACH DAY to find new Clients. When you see a new
Client, you must enter that Client as a Contact and possibly as an
Organization, too. Follow these instructions:
i. To check the email go to this URL: http://groupcaller.com/webmail .
1. Username = info@groupcaller.com
2. Pw = Info1234!
ii. The Subject line of the email tells you if you have a Client, Lead, etc.
iii. Open emails that show New Client.
iv. First check to see if the Client is already a Lead, Contact or
Organization in the CRM
1. If not, Enter the Client as a Contact in the CRM using the
information in the body of this email.
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vii. If the Client is entered only as a Contact go there. If they are entered
as a Contact and an Organization, open the Organization record.
When youre looking at the Client record, Add A Note:
viii. This brings up the HTML editor allowing you to paste the HTML page
you just copied from the email directly onto the page. SAVE.
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ix. Now you have created a permanent record of the Clients contractual
agreement plus all basic information to create the Client record.
Check your work to ensure it saved by opening the Contact or
Organization record and selecting the More Information tab. Select
Documents and you should see a record of the Clients sign-up
document (this is done in lieu of a signed contract on paper and is
legally valid under the Electronic Signature Act).
c. Next were going to provide this new Client (or Agent or Account Executive)
with access to their own CRM. Do this by selecting the Want to create
user? check box while editing the Contact Record for the Client/Agent/AE.
When you SAVE the form, a new User account is automatically created, and
you can enter the correct USER ID plus PASSWORD. Create the new user
account as follows:
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d. If you need to manually set up a new user account follow these directions:
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Critical!
DO NOT place a
check mark in the
Admin box. Leave it
blank!!!
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a. Create Security Settings: These settings provide data security for the
Company, for the Clients and for the Agents. They allow Agents of the
company to view Client data and assign Leads to those Clients. But when set
properly, Agents cannot view Company data from security levels above
them, nor can they view data from other Agents at their same level. The
settings also provide a guarantee to Clients that only the Client (and certain
authorized people in our Company) can view their own data. No other
Clients or Company personnel (except authorized personnel) will be able to
view, edit, create or delete any data belonging to the Client, such as emails,
messages, events, appointments, Leads, Clients, Organizations, Vendors,
Reports and the list continues. You must NOT make mistakes here as there
are legal consequenses plus serious negative impact on Clients, Agents and
ourselves if data security is breached in any way. Please follow these
directions carefully to ensure data security:
i. Make ABSOLUTELY CERTAIN you DO NOT place a check mark in the
Admin Box as previously instructed when setting up a new Client or
Agent:
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ii. Depending on the type of User you are setting up, you must select the
appropriate Role (follow the screen shot below this is the first and
very critical step in Security Settings):
1. Client: GC Client
2. Agent: GC Agent
3. Account Executive: GC Account Executive
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iv. Use this screenshot as a guide to entering a new CRM User, click SAVE
when done. This is a repeat of the previous screen shot but has a
couple of extra comments. Please read carefully:
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5. Under #2, you will see 19 different categories under which you
can set up Custom Sharing Rules.
To the Right of each category,
such as Leads (the first of 19), you
will see a button called Add
Privileges. Click on this button to
open the Add Privileges screen.
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7. SECOND RULE: After adding the first Rule for this Client add the
2nd Rule:
c. Best practice is to RECALCULATE after you Add Rule each time. The
RECALCULATE button is at the very TOP of the screen so youll have to scroll
all the way up there to reach it as you add each Rule. This way, if you have
any interruption, power outage, ISP interruption or some other problem you
wont have to re-do your work after the interruption, and you wont forget to
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RECALCULATE once you finish. This can be a tedious part of the setup
routine but its absolutely necessary for proper security between the
Company and Clients-ClientUsers-Agents-AccountExecutives.
d. The result of the foregoing Security Settings is as follows:
I.
II.
The person at the upper level of the hierarchy (eg Agent) will be able
to see everything with Account Executives and Clients below them in
the hierarchy.
III.
The person lower in the hierarchy will not be able to see any data
from those above them or at the same level within the hierarchy,
unless that other User is assigned to them or with give them special
privileges.
IV.
A User in one Client will not be able to see the data from another
Companys User.
V.
e. Next, set up a GroupCaller email account for the Client or Agent by going
into cPanel for our Hostgator website management portal.
vii. URL: https://gator1426.hostgator.com:2083
viii. Username: globaltm
ix. Password: NKa60zTlWuFZ
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h. When you have the new email account for the Client, set up that email
account in the CRM for the new user/Client. Open the Contact record you
created earlier for this Client/Agent/Account Executive/User. Use the email
account you just created unless you already have the SMTP and POP settings
for their personal email. Log out as Administrator, and back in as the new
User:
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xi. Success!
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17.
Blog Link
a. Provide a link to the Companys public blog in the Client Notification Email
b. Link: http://globaltmail.typepad.com
18.
FINAL STEP: NOTIFY CLIENT / AGENT You will now send a template
email to the Client or Agent telling them all the vital information for their account
so they can access all the benefits and features. This is a template that you must
complete and send to each new User as soon as you complete setup and testing.
a. Log in as Administrator
b. Go to your email client and use your company email address
(eg you@groupcaller.com)
c. Select COMPOSE
d. Select the template from the drop down list (New Client Account Info)
e. Complete all fields in the template and email to the Client
f. If you set up an Agent or an Account Executive, use the same template but
you will have fewer fields to complete. For all fields that do not apply to the
Agent/Account Executive, enter N/A (stands for Not Applicable).
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