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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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RECOMMENDED - Install CallPotential VoIP - you can utilize our VoIP service as an option for the unique “endpoint” line at the location. More info on CallPotential VoIP
Second traditional line at the location - existing or newly added with your existing current phone provider. This should be a non-published number.
If currently using VoIP phone service through another provider - some providers can easily convert the mainline # to a tracking line (not directly associated with the dial tone service on the phone). They would then assign a new phone number to the dial tone line. This number can now be used as the CallPotential "Ring to" number. The mainline # that has been converted to a tracking line, can now easily be forward to CallPotential. It’s important to note that the new "ring to" number on the line must ring directly to the phone without any other internal system answering or routing as this would affect our ability to continue controlling the call past the location ring step if needed. Your VoIP provider MUST use standard sip protocol and send us a signal of "ringing" unless the call is actually answered.
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