User Setup Manual 20
Content
GroupCaller™ User Setup Guide
Version 2.0
Version Edits
Version 2.0
#6(d)(viii)(1) How to set up AMD (on & off)
#6(d)(viii)(2) How to pass Caller ID through as called party phone #
12(c) Set up new User account in CRM automatically from CRM contact record
#2 Page 2: Client Interview & Discussion
#6(a) & (b) Access the FTC website and order the DNC change list
#6(c) Install & configure Filezilla to download & update one HTML file allowing
CIO to download the DNC change list, create new lists for campaigns and scrub
those lists for the DNC regulation
Deleted instruction to have Rich set up the DID
Deleted the instruction to allow access to “Richard’s GlobalTmail Blog”
o Access to this Blog is now provided only by personal invitation of Founder
o All non-essential people have been removed from this blog (eg clients &
most agents no longer have access as much confidential information is
shared here)
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1. New Client Form
a. The New Client Form is required because it contains links to the contractual
agreements between the company and the Client. Clicking “SUBMIT” indicates the
Client has entered into contracts with us. The New Client Form is evidence that the
Client has agreed to our contracts. Make sure every new client completes this New
Client Registration form.
b. Monitor [email protected] – keep this email address open at all times. Look at this
email account often for New Client Notification emails
i. Access: http://groupcaller.com/webmail
ii. Username = [email protected]
iii. PW = Info1234
iv. Make this New Client Form a part of the Client’s CRM Contact Record
1. In Documents under More Information for Client Contact Record
a. Add a document
b. Copy the HTML source code from the New Client email
c. Click on Source Code tab in the Document Window
d. Paste the source code from the New Client email
e. Return to the HTML to ensure it displays correctly; correct
any display problems. Indicate date/time email arrived in
the Document record Description field as a back up for the
original document.
2. Client Phone Interview and Introduction (Support Rep and/or Account Executive)
a. B2B or Residential Campaign?
i. Is DID required?
b. Curiosity Call Marketing discussion
c. FTC Compliance Issues
i. FTC requires all Clients to have their own FTC account (FREE – just complete a
simple online form – link is on our website near top of Pricing page). A SAN is
issued (Subscriber Account Number from the FTC)
1. SAN authorizes the Client to make commercial telemarketing calls under
DNC rules
2. First 5 area codes are free, after that, $56 per area code
3. We cannot begin dialing until we have Client’s SAN & area code requests
ii. Client needs script (see Pricing page, bottom, for write/record upsell)
iii. Required function & language for FTC compliance
iv. Deliver file to us in WAV or MP3 format
1. See http://groupcaller.com/SubmitRecording.html
d. Analyze list
i. Geographical (usually 25 mile radius around zip code)
ii. Specify demographics (Residential list) or SIC codes (Business list)
1. Minimize demographic selections to 4 max including geo (pay for more)
e. Scripting: Analyze product being promoted/sold.
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i. Make notes from Client for script writing.
ii. Emphasize our script is typically very short – 30 seconds; most important part is
first 6 seconds. We only gain the prospects agreement to talk with them; we don’t
explain details of the Client’s business, products or services
f. Advise Client you will call for a “post-setup” discussion so you can show them how to do
things like access real-time call detail reports, access their account balance (if this is a
flat-rate-lead-buyer let them know the account balance will only reflect an amount
sufficient to keep their account open, and that they’ll get separate email notifications
showing the number of leads delivered), how to order new leads and/or reload their
account, plus other items pertaining to their account with us.
i. Create and EVENT in your CRM to CB the Client after setup and do this.
g. Make SUCCESSFUL test calls before campaign goes “live”
3. Enter Client Into CRM
a. Check CRM to see if Client is already a Lead or Contact.
b. If no record, enter as a Contact
c. If Lead, convert to Contact
d. If Contact, continue to II(b)
e. If Contact is associated with Organization, enter the Organization and link the Contact
to that Organization.
f. Was Opportunity created by the AE?
i. YES = Continue to II(b)(iii) below
ii. NO = Create Opportunity
iii. When Opportunity = YES, Complete Opportunity in CRM as “Closed – Won”
g. “Contact Role” field in Contact Record is selected & completed.
4. Decide The Campaign Type
Each campaign has certain parameters that make it function in a manner
appropriate to the Client’s needs, wants and desires. Most campaigns fit into the
following 4 types, but a few may require more customized settings. In most cases
you can decide between the following campaign types with listed features:
a. Residential List Calling: Standard Predictive Dialing Campaign:
i. ***This is most common campaign for Hosted Call Center also.
ii. Initial Dial Ratio set to 6
iii. AMD/VM detection is ON (eg skip VM’s)
iv. Lead Recycling A, AA, AB, B N, NA, NP, PU: Delay 28800, 4 tries
v. Other settings as specified in Campaign Setup
b. B2B - Business List Calling: Standard Power Dialing Campaign:
i. Dial Ratio set to 1
ii. AMD/VM detection is OFF (eg all VM’s passed thru & VM msg is left)
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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 VM’s 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 it’s 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. DID’s purchased from 2 vendors
i. Flowroute: http://flowroute.com
1. Username = [email protected]
2. PW = AXCZUZF6F
3.
4.
5.
6.
Open”DIDs”
Click “Purchase”
Select an area code same or in same area as Client’s 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 Client’s GroupCaller Email address is
created. ALL VM MESSAGES MUST GO TO THIS GROUPCALLER
MAIL. (“NOT” to the Client’s 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 Codes…etc”
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 = [email protected]
e. Password = NKa60zTlWuFZ
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2.
3.
4.
5.
6.
f. Name this account “GroupCaller”
Upload the file from the FTC to this directory:
http://groupcaller.com/files/Download/
Download the following HTML file from the website: DNCDownload.html
Using Notepad, edit the HTML file as follows:
a. Copy the most recent linked line and paste it above the
previous one. The first time this is done, the lines you
look for in the HTML are as follows: “ <p><a
href="http://groupcaller.com/files/Download/FTC_DNC_Update_20
130612.zip" target="DNC Update June 12, 2013"
title="DNC Update June 12, 2013">DNC Update June 12,
2013</a></p>”
b. Edit the file name (in above example it is
“FTC_DNC_Update_20130612.zip”). Change this file name
so it shows the name of the file you just uploaded. Then
edit the target and title text (between the “” marks) to
show the date of the upload.
Upload this newly edited HTML file to the root directory where it
came from and overwrite the old file. The new page will show
the file ready for Jeff to download. It will be the first file in the
list. We should have a new file showing in this HTML page every
week and make sure Jeff uses it to update our DNC lists.
When the HTML file is uploaded and tested to work properly,
notify Jeff Wilson via email, giving him the link
(http://groupcaller.com/DNCDownload.html) and he will
download this DNC change file.
7. Dialer Administrator Access:
a. URL: http://69.162.118.194/vicidial/admin.php
b. Username: admin
c. Password: VWYBQP9FVP7QJK
8. Create New User:
a. There are 2 series of numbers
i. 1000’s = Marketing Agents (cold call agents) & Sales Agents (closers)
ii. 2000’s = Actual Clients
iii. Note the last number in the series:
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b. Create New User Account by copying another User:
i. Click on Copy User
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. Here’s your next screen. Just click the link to open the New User Detail
page.
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iv. On the next page you’ll see the New User Detail Page (it’s a very long
page so I cut out the middle – For now, you’ll 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. We’ll 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:
d. Click ‘Add A New Phone”:
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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 browser’s “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 we’ll 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 –
you’re going to use the next highest number to identify the new campaign
you’re creating. For the standard Predictive Dialing campaign, you’ll 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 you’re done.
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d. Once again, we have a long page. Until you know this page very well, use
the browser’s FIND function to locate each of the fields. You’ll edit these 6
fields:
i. Campaign Description (enter appropriate short description,
ii. Active (set to “Y”)
iii. Admin User’s 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 – you’ll 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 Client’s 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 Lead’s phone number to show up as the
Caller ID, set it in the Campaign Detail screen as follows:
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****SCREEN SHOT OF ENTIRE CAMPAIGN DETAIL****
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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. We’ll
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. Here’s 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 that’s the case, you’ll 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 Client’s 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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c. Select “Add Customer”
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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 Client’s time zone (if it’s 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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e. Screen shot of this long page with most of it cut out:
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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 we’ll 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 Client’s account in the dialer (Vicidial). This
will control the Client’s access to calling privileges. When the Client’s
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 – we’ll 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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j. Edit The New Carrier:
i. Get the IAX Information username & password (called “Registration
and Secret” in the “Registration String” field shown on the foregoing
screen shot – also shown below). To do this, go back to the A2Billing
page you left open (shown on Page 21 under #7(g) that shows this
new Client as the last most recent entry and click on the magnifying
glass icon:
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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 User’s Group and type in the new Carrier ID you just created
(in Bold at the top of this page):
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iv. Setttings for Protocol, Global String & Dialplan Entry:
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v. Set “Active” to “Y”:
vi. In A2Billing go to CUSTOMERS/VoIP Settings. Under “SIP” you must
click on “SELECT ADDITIONAL A2_BILLING_SIP.CONF” which
you’ll see in red. This resets the Asterisk PBX so that all settings
become active and actually WORK.
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vii. Add a balance to the Client’s 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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viii. Select “Add Refill”
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 User’s Login Info”
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3. Select the Agent Login URL to get to the Login Screen:
4. Log into the DEMO CAMPAIGN. If you set everything up properly
all the login information will be populated:
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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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6. Click once anywhere on the grey blank area to expose the
underlying name/address template for the dialer. Click on the
RESUME button and a call will be made to your cell phone.
Answer it, then hang up within several seconds. Disposition the
call and pause the dialing before you click on SUBMIT from the
DISPOSITION SCREEN. After you disposition the call, you’ll go
back to this page:
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7. Return to the A2Billing tab and click on CALL REPORTS AND
CDR’S. Search on the Customer Number for this Client (“18” in
this sample account), select the date of your test call(s) and
click “Search”; the system will show the call(s) you made if
everything was set up properly:
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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 [email protected]. 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 [email protected]. In the near future, the form will
automatically enter the Client as a Contact in the CRM (so in the future,
you’ll 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 = [email protected]
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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v. If the Contact has a business name that indicates it’s a corporation,
LLC or other formal “entity”, also enter the organization into the CRM
and link the new Contact record to this Organization by going to the
Contact record and using the drop-down menu “Organization” in the
Contact Create New User screen.
vi. Highlight and copy the body of the email sent by this new Client:
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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 you’re 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 Client’s 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 Client’s 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 we’re 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:
e. Click on Users to go to the User listing & setup screen:
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f. Select New User to open the data entry screen:
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g. Enter the fields as indicated:
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
iii. Numbering Schema:
1. Client/Agent’s each have an ID number. Agent numbers are in
the 1000’s. Client numbers are in the 2000. Before setting up
either in the Dialer (and the CRM), you must check the last 1000
or 2000 series Agent/Client – and assign the next number.
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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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b. Continue Security Settings:
v. If this Client bought a multi-user license, set up the additional users
using the ROLES you see for Client in the above Screen Shot:
1. GC Client (if other User is partner of primary)
2. C Director
3. C Sales Manager
4. C Agent
5. C Account Executive
vi. Open the User record for this new Client/Agent/Account Executive. Go
to “Groups” in “CRM Settings”. Add a new Group using the Client’s
name (eg Sopra Group for our Client Sopra Capital)
1. Add each User within that Group (most Groups only have one
User since the majority of our Clients have a single-user license)
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2. Select to add a New Group:
3. Complete the New Group as follows, then SAVE:
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4. Next, each of these Users “PLUS” each GroupCaller™ Agent,
Account Executive or other person with our Company who needs
access to this Client will be granted access. To do this, you will
select “Sharing Rules” back at the main User screen:
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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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6. You will see the following window allowing you to select
customized Privilege Rules. You will make TWO entries for each
Client (or Agent). FIRST ENTRY:
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 you’ll 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
won’t have to re-do your work after the interruption, and you won’t forget to
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RECALCULATE once you finish. This can be a tedious part of the setup
routine but it’s 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.
When an Agent generates a Lead, they can assign it to either an
Account Executive or a Client. Please refer to the hierarchy in the
Roles setting to refresh your memory of these Roles.
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
Company’s User.
V.
None of the Clients, Client’s multi-licensed Users, Agents or Account
Executives will be able to see the Company’s data.
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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f. Select Email Accounts
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g. Create the new GroupCaller email account:
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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:
i. Go to the incoming mail server settings:
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j. Complete the setup form:
k. Send Test Email To This New Account:
x. Web Login URL: http://groupcaller.com/webform (if needed)
xi. Success!
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17.
Blog Link
a. Provide a link to the Company’s 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 [email protected])
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”).
******* END OF NEW CLIENT / AGENT / ACCOUNT EXECUTIVE SETUP *******
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Version 2.0
Version Edits
Version 2.0
#6(d)(viii)(1) How to set up AMD (on & off)
#6(d)(viii)(2) How to pass Caller ID through as called party phone #
12(c) Set up new User account in CRM automatically from CRM contact record
#2 Page 2: Client Interview & Discussion
#6(a) & (b) Access the FTC website and order the DNC change list
#6(c) Install & configure Filezilla to download & update one HTML file allowing
CIO to download the DNC change list, create new lists for campaigns and scrub
those lists for the DNC regulation
Deleted instruction to have Rich set up the DID
Deleted the instruction to allow access to “Richard’s GlobalTmail Blog”
o Access to this Blog is now provided only by personal invitation of Founder
o All non-essential people have been removed from this blog (eg clients &
most agents no longer have access as much confidential information is
shared here)
Page 1 of 66
1. New Client Form
a. The New Client Form is required because it contains links to the contractual
agreements between the company and the Client. Clicking “SUBMIT” indicates the
Client has entered into contracts with us. The New Client Form is evidence that the
Client has agreed to our contracts. Make sure every new client completes this New
Client Registration form.
b. Monitor [email protected] – keep this email address open at all times. Look at this
email account often for New Client Notification emails
i. Access: http://groupcaller.com/webmail
ii. Username = [email protected]
iii. PW = Info1234
iv. Make this New Client Form a part of the Client’s CRM Contact Record
1. In Documents under More Information for Client Contact Record
a. Add a document
b. Copy the HTML source code from the New Client email
c. Click on Source Code tab in the Document Window
d. Paste the source code from the New Client email
e. Return to the HTML to ensure it displays correctly; correct
any display problems. Indicate date/time email arrived in
the Document record Description field as a back up for the
original document.
2. Client Phone Interview and Introduction (Support Rep and/or Account Executive)
a. B2B or Residential Campaign?
i. Is DID required?
b. Curiosity Call Marketing discussion
c. FTC Compliance Issues
i. FTC requires all Clients to have their own FTC account (FREE – just complete a
simple online form – link is on our website near top of Pricing page). A SAN is
issued (Subscriber Account Number from the FTC)
1. SAN authorizes the Client to make commercial telemarketing calls under
DNC rules
2. First 5 area codes are free, after that, $56 per area code
3. We cannot begin dialing until we have Client’s SAN & area code requests
ii. Client needs script (see Pricing page, bottom, for write/record upsell)
iii. Required function & language for FTC compliance
iv. Deliver file to us in WAV or MP3 format
1. See http://groupcaller.com/SubmitRecording.html
d. Analyze list
i. Geographical (usually 25 mile radius around zip code)
ii. Specify demographics (Residential list) or SIC codes (Business list)
1. Minimize demographic selections to 4 max including geo (pay for more)
e. Scripting: Analyze product being promoted/sold.
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i. Make notes from Client for script writing.
ii. Emphasize our script is typically very short – 30 seconds; most important part is
first 6 seconds. We only gain the prospects agreement to talk with them; we don’t
explain details of the Client’s business, products or services
f. Advise Client you will call for a “post-setup” discussion so you can show them how to do
things like access real-time call detail reports, access their account balance (if this is a
flat-rate-lead-buyer let them know the account balance will only reflect an amount
sufficient to keep their account open, and that they’ll get separate email notifications
showing the number of leads delivered), how to order new leads and/or reload their
account, plus other items pertaining to their account with us.
i. Create and EVENT in your CRM to CB the Client after setup and do this.
g. Make SUCCESSFUL test calls before campaign goes “live”
3. Enter Client Into CRM
a. Check CRM to see if Client is already a Lead or Contact.
b. If no record, enter as a Contact
c. If Lead, convert to Contact
d. If Contact, continue to II(b)
e. If Contact is associated with Organization, enter the Organization and link the Contact
to that Organization.
f. Was Opportunity created by the AE?
i. YES = Continue to II(b)(iii) below
ii. NO = Create Opportunity
iii. When Opportunity = YES, Complete Opportunity in CRM as “Closed – Won”
g. “Contact Role” field in Contact Record is selected & completed.
4. Decide The Campaign Type
Each campaign has certain parameters that make it function in a manner
appropriate to the Client’s needs, wants and desires. Most campaigns fit into the
following 4 types, but a few may require more customized settings. In most cases
you can decide between the following campaign types with listed features:
a. Residential List Calling: Standard Predictive Dialing Campaign:
i. ***This is most common campaign for Hosted Call Center also.
ii. Initial Dial Ratio set to 6
iii. AMD/VM detection is ON (eg skip VM’s)
iv. Lead Recycling A, AA, AB, B N, NA, NP, PU: Delay 28800, 4 tries
v. Other settings as specified in Campaign Setup
b. B2B - Business List Calling: Standard Power Dialing Campaign:
i. Dial Ratio set to 1
ii. AMD/VM detection is OFF (eg all VM’s passed thru & VM msg is left)
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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 VM’s 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 it’s 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. DID’s purchased from 2 vendors
i. Flowroute: http://flowroute.com
1. Username = [email protected]
2. PW = AXCZUZF6F
3.
4.
5.
6.
Open”DIDs”
Click “Purchase”
Select an area code same or in same area as Client’s 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 Client’s GroupCaller Email address is
created. ALL VM MESSAGES MUST GO TO THIS GROUPCALLER
MAIL. (“NOT” to the Client’s 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 Codes…etc”
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 = [email protected]
e. Password = NKa60zTlWuFZ
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2.
3.
4.
5.
6.
f. Name this account “GroupCaller”
Upload the file from the FTC to this directory:
http://groupcaller.com/files/Download/
Download the following HTML file from the website: DNCDownload.html
Using Notepad, edit the HTML file as follows:
a. Copy the most recent linked line and paste it above the
previous one. The first time this is done, the lines you
look for in the HTML are as follows: “ <p><a
href="http://groupcaller.com/files/Download/FTC_DNC_Update_20
130612.zip" target="DNC Update June 12, 2013"
title="DNC Update June 12, 2013">DNC Update June 12,
2013</a></p>”
b. Edit the file name (in above example it is
“FTC_DNC_Update_20130612.zip”). Change this file name
so it shows the name of the file you just uploaded. Then
edit the target and title text (between the “” marks) to
show the date of the upload.
Upload this newly edited HTML file to the root directory where it
came from and overwrite the old file. The new page will show
the file ready for Jeff to download. It will be the first file in the
list. We should have a new file showing in this HTML page every
week and make sure Jeff uses it to update our DNC lists.
When the HTML file is uploaded and tested to work properly,
notify Jeff Wilson via email, giving him the link
(http://groupcaller.com/DNCDownload.html) and he will
download this DNC change file.
7. Dialer Administrator Access:
a. URL: http://69.162.118.194/vicidial/admin.php
b. Username: admin
c. Password: VWYBQP9FVP7QJK
8. Create New User:
a. There are 2 series of numbers
i. 1000’s = Marketing Agents (cold call agents) & Sales Agents (closers)
ii. 2000’s = Actual Clients
iii. Note the last number in the series:
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b. Create New User Account by copying another User:
i. Click on Copy User
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. Here’s your next screen. Just click the link to open the New User Detail
page.
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iv. On the next page you’ll see the New User Detail Page (it’s a very long
page so I cut out the middle – For now, you’ll 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. We’ll 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:
d. Click ‘Add A New Phone”:
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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 browser’s “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 we’ll 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 –
you’re going to use the next highest number to identify the new campaign
you’re creating. For the standard Predictive Dialing campaign, you’ll 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 you’re done.
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d. Once again, we have a long page. Until you know this page very well, use
the browser’s FIND function to locate each of the fields. You’ll edit these 6
fields:
i. Campaign Description (enter appropriate short description,
ii. Active (set to “Y”)
iii. Admin User’s 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 – you’ll 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 Client’s 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 Lead’s phone number to show up as the
Caller ID, set it in the Campaign Detail screen as follows:
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****SCREEN SHOT OF ENTIRE CAMPAIGN DETAIL****
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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. We’ll
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. Here’s 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 that’s the case, you’ll 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 Client’s 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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c. Select “Add Customer”
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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 Client’s time zone (if it’s 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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e. Screen shot of this long page with most of it cut out:
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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 we’ll 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 Client’s account in the dialer (Vicidial). This
will control the Client’s access to calling privileges. When the Client’s
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 – we’ll 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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j. Edit The New Carrier:
i. Get the IAX Information username & password (called “Registration
and Secret” in the “Registration String” field shown on the foregoing
screen shot – also shown below). To do this, go back to the A2Billing
page you left open (shown on Page 21 under #7(g) that shows this
new Client as the last most recent entry and click on the magnifying
glass icon:
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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 User’s Group and type in the new Carrier ID you just created
(in Bold at the top of this page):
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iv. Setttings for Protocol, Global String & Dialplan Entry:
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v. Set “Active” to “Y”:
vi. In A2Billing go to CUSTOMERS/VoIP Settings. Under “SIP” you must
click on “SELECT ADDITIONAL A2_BILLING_SIP.CONF” which
you’ll see in red. This resets the Asterisk PBX so that all settings
become active and actually WORK.
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vii. Add a balance to the Client’s 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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viii. Select “Add Refill”
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 User’s Login Info”
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3. Select the Agent Login URL to get to the Login Screen:
4. Log into the DEMO CAMPAIGN. If you set everything up properly
all the login information will be populated:
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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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6. Click once anywhere on the grey blank area to expose the
underlying name/address template for the dialer. Click on the
RESUME button and a call will be made to your cell phone.
Answer it, then hang up within several seconds. Disposition the
call and pause the dialing before you click on SUBMIT from the
DISPOSITION SCREEN. After you disposition the call, you’ll go
back to this page:
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7. Return to the A2Billing tab and click on CALL REPORTS AND
CDR’S. Search on the Customer Number for this Client (“18” in
this sample account), select the date of your test call(s) and
click “Search”; the system will show the call(s) you made if
everything was set up properly:
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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 [email protected]. 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 [email protected]. In the near future, the form will
automatically enter the Client as a Contact in the CRM (so in the future,
you’ll 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 = [email protected]
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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v. If the Contact has a business name that indicates it’s a corporation,
LLC or other formal “entity”, also enter the organization into the CRM
and link the new Contact record to this Organization by going to the
Contact record and using the drop-down menu “Organization” in the
Contact Create New User screen.
vi. Highlight and copy the body of the email sent by this new Client:
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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 you’re 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 Client’s 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 Client’s 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 we’re 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:
e. Click on Users to go to the User listing & setup screen:
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f. Select New User to open the data entry screen:
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g. Enter the fields as indicated:
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
iii. Numbering Schema:
1. Client/Agent’s each have an ID number. Agent numbers are in
the 1000’s. Client numbers are in the 2000. Before setting up
either in the Dialer (and the CRM), you must check the last 1000
or 2000 series Agent/Client – and assign the next number.
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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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b. Continue Security Settings:
v. If this Client bought a multi-user license, set up the additional users
using the ROLES you see for Client in the above Screen Shot:
1. GC Client (if other User is partner of primary)
2. C Director
3. C Sales Manager
4. C Agent
5. C Account Executive
vi. Open the User record for this new Client/Agent/Account Executive. Go
to “Groups” in “CRM Settings”. Add a new Group using the Client’s
name (eg Sopra Group for our Client Sopra Capital)
1. Add each User within that Group (most Groups only have one
User since the majority of our Clients have a single-user license)
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2. Select to add a New Group:
3. Complete the New Group as follows, then SAVE:
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4. Next, each of these Users “PLUS” each GroupCaller™ Agent,
Account Executive or other person with our Company who needs
access to this Client will be granted access. To do this, you will
select “Sharing Rules” back at the main User screen:
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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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6. You will see the following window allowing you to select
customized Privilege Rules. You will make TWO entries for each
Client (or Agent). FIRST ENTRY:
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 you’ll 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
won’t have to re-do your work after the interruption, and you won’t forget to
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RECALCULATE once you finish. This can be a tedious part of the setup
routine but it’s 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.
When an Agent generates a Lead, they can assign it to either an
Account Executive or a Client. Please refer to the hierarchy in the
Roles setting to refresh your memory of these Roles.
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
Company’s User.
V.
None of the Clients, Client’s multi-licensed Users, Agents or Account
Executives will be able to see the Company’s data.
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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f. Select Email Accounts
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g. Create the new GroupCaller email account:
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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:
i. Go to the incoming mail server settings:
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j. Complete the setup form:
k. Send Test Email To This New Account:
x. Web Login URL: http://groupcaller.com/webform (if needed)
xi. Success!
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17.
Blog Link
a. Provide a link to the Company’s 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 [email protected])
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”).
******* END OF NEW CLIENT / AGENT / ACCOUNT EXECUTIVE SETUP *******
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