Getting Started With CallTools

Updated: June 14, 2024

Welcome!

Welcome to Call Tools! You've just joined thousands of businesses that are thriving on our platform by connecting with more contacts and driving more sales while receiving professional support from our resourceful team. We're eager to show you around and help you to get started!

We know you have many platform options to choose from, we want to say thank you for choosing Call Tools!

Getting Started

Before getting up and running, some configuration steps are necessary. These steps are essential for getting your account properly started. This guide aims to instruct new users by focusing on the setup process for a seamless experience that accommodates specific business needs.

3 Main Components

There are three main components that require set up: 1) create agent user accounts, 2) purchase phone numbers, and 3) uploading contact phone lists. After these items are complete, your team is ready to make and receive phone calls.

Manager Account Login

Ensure you're able to log in to your manager account. If you do not have your log in credentials, look within your email by searching "Welcome to Calltools" to locate the welcome email sent by Call Tools.

Let's Begin!

1. Create User Account

Go to: Account > Users

A) Managers and Agents

• Manager do not have the ability to make phone calls.
• Only agent accounts can make and receive phone calls.
• These permissions are found within: Account > Users > Edit and under the "Is Agent" & "Is Manager" sections.

B) User Accounts Can Be Agent-Only, Manager-Only or Both Agent + Manager

• If as the manager you will be joining campaigns and making phone calls, you can edit your user account by enabling (checking) "Is Agent."
• If as the manager someone else be joining campaigns and making phone calls, you can create another account to be an agent user.

C) To Create an Agent-Only User, Click "Create User," Then Click "Add A Single User"

• Begin creating the new user by filling out the user details.
• Click Submit to finish.

D) To Enable Agent Capabilities On a Manager User, Go to "Users," Click the "3 Dots," Click "Edit"

• Scroll down to "Is Agent" and enable (check) this feature.
• Click Submit to finish.

Read more about creating user accounts by clicking here.

2. Purchase Phone Numbers (DIDs)

Go to: PBX > Phone Numbers

A) In Order to Make Phone Calls, Phone Numbers (DIDs) Need to be Purchased.
B) There Are Two Ways to Purchase DIDs - "One Click Bulk Ordering" and "Purchase"
C) How Many DIDs Should be Purchased?

• That's determined by the max amount of calls made in a single day.
• This is due to how carriers utilize their algorithms.
• Carrier algorithms are programmed to look at calling behavior, by monitoring caller IDs, and determine if the behavior meets their criteria of a "spam likely" caller. If the behavior matches their criteria, the caller ID is flagged.

D) What's the Criteria?

• Make less than 75 calls per day, per caller ID.
• The less calls per caller ID the better.
• Do not purchase phone numbers for area code matching (this caller ID behavior gets flagged)
• Ensure caller IDs have a working destination - not having a working destinations is a federal crime.
• Deleting the destination on a phone number would result in spoofing.
• Do not use SMS-enabled DIDs for campaign calls.
  • To SMS contacts, purchase SMS-enabled DIDs. Please contact support for this.

Read more about purchasing phone numbers (DIDs) by clicking here.

3. Upload Data

Go to: Data > Contacts

A) Uploading Leads

• Leads can be uploaded by drag n drop, or by clicking Upload Contacts.
• Map the contact fields

B) Create New Contact Fields

• If a corresponding field doesn't exist from Call Tools' drop down menu, click +Create New Contact Field.
• Complete the Contact Field form and click Save to finish.

C) Ways to Identify Duplicates

• The duplicate scrubbing features is used to deal with duplicate contacts.
• There are 2 main options that determine how the system will scrub duplicate contacts.
• After settings up duplicate match settings, donʼt change it moving forward.
• Click Upload to finish.

D) Contacts Successfully Uploaded

• View the "File Import Stats" to look see how many "New Contacts" were created/uploaded.

4. Make Changes to Default Account Settings

Go to: Account > Settings

• Go to: Account > Settings > Data Management Default Settings
• Account default settings can be set to identify duplicates by the person/property owner or address.
• Make your selections under the "Duplicate Match" options.
• Click Save to finish.

- Set Account Time Zone

• Go to : Account > Settings > Voice/Messaging Default Settings
• Under "Time Zone," make your selection.
• Click Save to finish.

Read more about uploading contacts by clicking here.
Read more about contact fields by clicking here.

5. Campaigns

Go to: Contact Center > Campaigns

• Campaigns have to do with making outbound calls.
• Campaigns are operated as predictive/power or preview calls.
• "Market A" campaign allows for contacts to be isolated to this campaign.
• "All Leads" campaign allows for all contacts to be included.
• "Preview" campaign allows for a click-to-call style of campaign calling.

Read about creating and editing campaigns by clicking here.

6. Call Recordings

Go to: Account > Call Recording Control Panel

• In order to record some or all calls, this is where these features are enabled.

Read more about call recordings by clicking here.

7. Redialing Data

Go to: Reports > Recent Calls/Call Logs

• There are two ways to redial data: Sales Funnels or Live Filters

Go to: Data > Sales Funnels

Read more about sales funnels by clicking here.

Go to: Data > Live Filters

Read more about live filters by clicking here.

8. Reports

Go to: Reports > Recent Calls

• Recent Calls displays details for all inbound and outbound calls and their call types.
  
• Calls recordings are stored for 60 days.
• Calls are logged for 90 days.

Read more about recent calls report by clicking here.

• Live Agent Report provides the ability to monitor agent phone calls such as spy, whisper, barge.

Read more about the live agent report by clicking here.

• Agent Performance Report displays stats for all agents activity such as agent statuses, calls, dispositions, and more.

Read more about the agent performance report by clicking here.

9. Agent Dashboard

• If as a manager you'll be making phone calls, click on your username on the upper right corner and click Agent Dashboard.
• If another agent-only user has been created, log out and log in with the agent credentials.

A) System Requirements

• Ensure the agent is using a desktop or laptop (Chromebooks or mobile tablets/devices are not compatible)
• Operating systems = Windows or Mac OS
• Compatible browsers = FireFox or Chrome
• Compatible headsets = wired USB headset
• Internet connection = hard-wired internet connection

B) Test Call and Browser/Microphone Allowance

• Make a test call by dialing 800-679-1637 to allow the browser access to and remember your microphone
• In Chrome, select Allow.
• In FireFox, select Remember this decision and click Allow.

• If the user is a manager/agent, to return to the manager dashboard, click the username on the upper right corner, and click Manager Dashboard.

Read more about the agent dashboard by clicking here.

If you need assistance, or have questions on anything that's been covered, connect with us!

• Request a support call (open a ticket).
• Chat with our team.
• Call us at 800-980-4035 and speak directly with our team.
• View our knowledge base articles for more information.

Welcome to Call Tools!