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RETURN TO THE MAIN SUPPORT PAGE

Location Communication settings apply to all CallPotential services. The purpose of this guide is to explain how you'll configure settings related to calls and messaging.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

You must be signed

in

into the Web Client as an Administrator to access this option.

Click the links below for more detailed information.

Please reference Details settings, Leads settings, Collections settings, Employees settings, Evaluations settings, Tracking Numbers settings, to learn how to edit additional location settings.

Access

  • (A) Edit Pencil - From the location list identify the location you wish to edit and click to open its profile.

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  • (B)

 Communications 

  •  Communications - Click to access the location's Communications settings.

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Edit Communications Settings

Field Name

Field DescriptionSupported Integration

  • (C) Greeting

Type dropdown Click to select the text that appears or the audio that plays for inbound calls. The text selection can be edited or users can upload new audio.AllToggle

  • Type - There are 2 greeting options available from the dropdown, Text and Audio. If you select Text, enter what will be played as the automated greeting in the window underneath. If you select Audio, the text window will be replaced with an Upload button which you can use to upload a custom Mp3 recording.

  • (D) Record Outgoing Calls

toggle

  • - Turn this on to record outbound calls. Enter the text that will be played informing that the call is being recorded in the window below. Custom Mp3 recordings are not available to be uploaded for an outbound call message.

AllToggle on

  • Note: If you choose not to have anything play, simply enter a (.) in the field.

  • (E) Record Payment Calls

toggle

  • - Enable this feature to record both outbound or inbound calls categorized as

payments(G

  • payment. If (D) isn't enabled, only inbound payment calls will be recorded.

All(F) Hide Primary Phone When Performing Follow Up Calls toggleToggle to hide the primary number listed on the Lead card requiring a call be completed through CallPotential.All
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Note: If Two-Way texting is enabled on your account, (F) & (G) will not be visible.

(H

  • (F) Convert Inbound Text to Email

toggleTakes all text messages sent to a tracking number and emails the transcript to the location.All

  • - Turn this on to have any inbound text messages associated with a tracking line sent to your location email address. This function allows you to still capture when Customers reply to outbound Lead or Collection text messages. Note: This setting does not appear when you have Two-Way texting enabled on your account.

  • (G) Email Address (For Forward Text)

If

  • - If Convert Inbound Text to Email is activated,

click to enter the intended recipient email.All(I(J) Default Call RouteDisplays

  • you may enter an email address where the message will be sent in addition to the location's email address. Note: Only one additional email address can be added. This setting does not appear when you have Two-Way texting enabled on your account.

  • (H) Bypass “Press 1” to be Connected

toggleToggle to not require the user to Press 1 to be connected for outbound calls.All

  • - Turn this on to remove the requirement users need to press 1 when completing an outbound call in the location interface. Note: This also applies to Agents completing outbound calls when connected via phone.

  • (I) Default Call Route - This displays the call route the location is currently assigned and is uneditable. For more information on how to change a location's call route, click here.

All

  • (

K

  • J) Override Tracking Number

dropdownThe

  • - Click the dropdown to select the tracking number used for outbound Lead calls

(selecting

  • . Note: Selecting dynamic will use the phone number the Lead originally called in on.

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Save

  • (K)

.All

  •  Save - Click to save edits and return to the Location list.

  • (L) Cancel - Click to discard any edits made to the location and return to the Location list.

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