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The purpose of this guide is to explain basic phone set-up required at the location level for calls to connect to CallPotential so they can be tracked and routed using your custom call route / IVR. The information and diagrams included here are the basic start for set-up. Depending on your custom route, and if you use CallPotential DIY Call Center and/or CallPotential Pay by Phone, your call routing may include more steps/options than just ringing to the location phone.
Note
This is ONLY required if you are using our Lead Manager or Call Center services and does NOT apply if only utilizing Collections Manager. Additionally, If you only utilize dedicated call center agents to answer calls and do not have employees answering calls at the location, then this phone set-up may not apply to your configuration.
Set Up Diagram
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Set-up Explanation
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Once the call forwards to our system, we control the call routing based on your custom IVR (call tree) that we build/customize for you in your CallPotential account. When our call route dictates that we ring the location, we need a unique phone number (different from the customer/lead dialed line) where we can route the calls to ring at the location. We refer to this as the CallPotential "ring to" number. We are unable to ring back to the mainline as this is forwarding to as this us and would create an endless ring loop sending the call back and forth with no endpoint.
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