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The purpose of this guide is to explain how administrators

create

add new locations to their account.

New

Newly added locations are automatically archived upon creation

and once activated, they become immediately available for use

and you will need to unarchive in order to fully configure their set-up and activate services.

Note

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

Terms in blue are links to additional information about the described functionality.

You must be signed into the WebApp as an Administrator to add a new location.

To integrate a location with your management software, please reach out to CallPotential Support via chat, email support@callpotential.com or contact your Customer Success Manager.

Access

Complete Initial Settings - Note: Only fields identified with "" are required in order to add the location. For full system functionality, other fields will need to be populated before the location is activated. Please reference Details Settings, Leads Settings, Collections Settings, Employees Settings, Evaluations Settings, Tracking Numbers Settings, Communications Settings* to learn how to edit additional location settings.

General

(B) Location Name - Enter the Location's name that will be used for internal reporting purposes.
(C) Friendly Name - Enter the Location name that will be used in text & email communication.
(D) Primary Number - This is the phone number CallPotential will use to connect calls to the location. It's possible to add more than one number in this field. To do so, separate them with a comma. This will allow inbound calls to ring all the phone numbers simultaneously. However, the first number listed will be used by the system for all outbound calls and applicable reports. Note: If using Collection Manager only, this will be the location's mainline. If using Lead Manager, CallPotential will track your mainline and the primary phone field will be a unique, non-advertised line that connects to the location.
(E) This is a SIP address - When this box is checked, it gives the option to add a username, password or extension if needed to connect to the phone.
(F) Outbound Number - Enter the number used for outbound calls if it is different from the primary number.
(G) This is a SIP address -
When
When this box is checked, it gives the option to add a username, password or extension if needed to connect to the phone.
(H) Display Number - This is typically your main advertised number which Customers call. It can be used as a variable to be displayed in certain templates.

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(I) Address1 - Enter the location’s physical address.
(J) Address2 - Enter any suite, floor or additional address information.
(K) City - Enter the city where the physical location exists.
(L) Country - Click the dropdown to select either the United States or Canada.
(M) State - Click the dropdown to select the state where the physical location exists.
(N) Zip - Enter the zip code where the physical location exists.
(O) Timezone - Click the dropdown to select the time zone where the physical location exists.
(P) Daylight Savings (optional) - Toggle on if the location observes daylight savings.
(Q) Email Address - Enter the location’s email address.
(R) Website - Enter the location’s website.

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Hours

(S) Office Hours - Edit the hours when the location is staffed.
(T) Access Hours - Edit the hours when Customers can access their unit.
(U) Contact Center Hours - Edit the hours when the Contact Center is staffed. Note: This will only be visible if your organization uses CallPotential's Contact Center.
(V) Apply Monday Hours - Use this as a copy and paste tool. This will apply your Monday hours to the rest of the days of the week in either Office
Hours or Access
, Access, or Contact Center Hours.