Getting Started – 10 Minute QuickStart Guide – CallTools

Overview

Welcome to CallTools!
This quickstart guide will help you get your account set up and ready to dial in 10 minutes or less. While this covers the essential setup steps, it is not a replacement for your formal onboarding training, which will take you through each step in more detail.

1. Create Your Call Dispositions

Location: Data → Call Dispositions

Call Dispositions are the outcomes of every call (e.g., Sale Made, Wrong Number, Appointment Set).
Click Add New, name your disposition, and assign it a color.
These will appear for agents at the end of each call.

2. Add Your Agents

Location: Account → Users → Create User

Click Create User and choose Single User.
Enter a name (e.g., Luke Skywalker).
Set a username and password.
Note: Email is not required; credentials are not automatically emailed to users.
Assign the Agent role.

3. Purchase and Assign Phone Numbers

Location: PBX → Phone Numbers

Click Purchase Number.
Choose area codes (e.g., 201 or 214) and quantity (e.g., 10 per area).
Assign each number to an Inbound Destination (queue or IVR).
These numbers can be used for both inbound and outbound calls.

4. Create Custom Contact Fields

Location: Data → Contact Fields

Default fields include First Name, Last Name, Address, City, State, Zip, Phone, Email.
Add additional custom fields as needed:
- Example: Favorite Color → Type: Picklist → Options: Red, Blue, Green.

5. Import Your Data

Location: Data → Contacts → Upload CSV

Upload your CSV file.
The system will auto-map headers to your contact fields.
Manually match any unmapped columns (e.g., URL → Website URL).
Once imported, the system tags your file for future reference and reporting.
Review import stats under Data → CSV Files:
- Records added
- Duplicates
- Numbers on the Federal Do Not Call (FDNC) list

6. Review Account Settings

Location: Account → Settings
Before creating your campaign:

Set your Default Caller ID.
Choose your Caller ID Strategy (used when none is assigned at the campaign level).
Review other preferences to align with your operational workflow.

7. Create Live Filters

Location: Contact Center → Campaigns → Live Filters

Click New Live Filter and name it (e.g., All Data).
Enable compliance options:
- FDNC (Federal Do Not Call suppression)
- State Holiday Compliance
- Time Zone Protection (prevents early/late calls)
Choose which tags (lists) to include or exclude based on call dispositions.
Save your live filter — this defines which contacts will be dialed.

8. Set Redial Rules

Location: Contact Center → Campaigns → Redial Rules

Define when records should re-enter the campaign after each call attempt.
- Example:
  - Calls 1–3 → Retry after 1 hour
  - Calls 4–6 → Retry after 2 hours
  - Calls 7–15 → Retry after 4 hours
Reference call dispositions to control retry logic (e.g., No Contact → retry after 2 hours).
These rules ensure efficient follow-ups and prevent excessive dialing.

9. Configure Caller ID Strategies

Location: Contact Center → Campaigns → Caller ID Strategies

Click Create Strategy and name it (e.g., Local Caller ID).
Choose one of two rotation types:
- Least Recent: Uses the most rested number.
- Automatic (Local Presence): Matches the area code/state of the contact.
Set usage frequency and daily limits to maintain number health.

10. Build and Launch Your Campaign

Location: Contact Center → Campaigns → Create Campaign

Mode: Power Dialer (recommended for fast start).
Assign configurations:
- Live Filter → target list
- Redial Rules → retry schedule
- Caller ID Strategy → number rotation
- Script & Recording Settings
- Channels per Agent
Assign agents or teams.
Activate your campaign — you’re ready to start dialing!

Final Step: Agent Login

Agents log in to the CallTools interface.
Join the newly created campaign.
Begin making calls!

Support & Next Steps

This quickstart guide gives you the essentials to start dialing immediately.
For deeper training, join your formal onboarding session with a CallTools specialist.

If you need help:
📧 support@calltools.com
📞 1-800-679-1637

Welcome to CallTools — we’re excited to see your team connect more and close more!