Setting up Call Route

Setting up how calls flow through your tracking lines

Table of Contents

1. Login to the WebAPP

First, in order to begin setting up your call route, you will need to log in to the WebAPP. You can do this by navigating to http://app.callpotential.com and logging in with your CallPotential login credentials. If you have forgotten your credentials, please reach out to support at 877-552-2557.

2. Setup Call Route

After logging in, you will want to select the "Advanced Dashboard" sub-tab, and under Setup Pages, select "Setup Call Route".

3. Create New Call Route

After loading the Call Route Config page, you will want to create your new call route. In order to do this, all you have to do is click the "Create New" button at the top of the page. If you would like to edit the existing default call route, you will just have to select "edit" next to the route you wish to make changes to.

4. Name & Assign Locations

After creating your new call route, you will want to name it and assign the locations you wish to be on this call route. Just type the Name into the blank box next to the "Name" field, and then click the "assign Location" link directly to the right. This will pop up a window with your available locations. Just select the locations from the "Available Locations" list that you wish to include in the call route, and exit by clicking the "Assign Location" link again.

5. Call Route Objects & First Node: IVR

In order to add steps in your call route, you will have to click and drag menu items from the "Call Route Objects" table at the left corner of the editor. These steps will be the basis of your call routing. The first step we will cover is the IVR. An IVR (Interactive Voice Response) is a system that allows your callers to enter a value (1, 2, 3, etc..) and go a different route depending on what they select. For example, if you want customers to be directed to the location, and new leads to be directed to your outside call center, then you could set up these two options in your IVR step.

6. First Node: IVR (continued)

By clicking on the IVR node, a pop up window will come up that will allow you to do a few things:

1. Name: This is the name that will appear on the node itself
2. Ext: This is the Extension the customer will dial when they are selecting their options
3. Name: This is the name of the step associated with each extension. The system will automatically use a robo-voice to say "press one for NAME1, press two for NAME2" if you chose not to upload an mp3 file
4. Red X: This will delete an extension
5. Add New: This will add a new extension
6. Upload mp3: Here you will be able to upload an mp3 file of your choice to play instead of the robo-voice (listed in #3).

7. Second Node: Voicemail

This node will act as your voicemail step: that is, they will be sent to a voicemail recording and the call will go to the manager unprocessed list (and be sent to the locations email address if elected). A few things on the pop up window that are of value are:

1. Name: This is the name of the node
2. Send to Email: Here you can enter the email address that you wish to send the voicemail to. You can include multiple emails by separating each one with a comma.
3. Sent to Location Email: By checking this box, you will also send the email to the locations email (in location settings)
4. Skip this step outside business hours: By checking this box, customers will not go to voicemail outside of business hours
5. Upload mp3: You can upload an mp3 file here to play instead of a robo-voicemail

8. Connect the Nodes

In order to complete your changes on the node and have the call roll properly, you will need to connect the nodes and select the corresponding IVR option. Just click on the little green un-filled circle at the bottom of the IVR node and drag it to the shaded green circle at the top of the next step. A pop up window will come up (shown above) asking you to select which IVR option corresponds to this next step. You will want to be sure you are assigning the correct node to the the correct IVR option, as the system will route the extension that you set.

Note: You will have to do this for each step you add to your call route

9. Third Node: SmartRoute

This node will automatically check the phone number of the caller and compare it with the locations database, to see if this phone number exists in the system. From there, the call will be routed depending on where you have the call type going to. For example, if the caller happens to be an existing customer whose account is delinquent, the system will recognize that, categorize it accordingly, and push it to the next step that delinquent customers are pointing to in the call route. The system will check if the phone number matches for Leads and Customers, and will further specify customers as either delinquent or current, depending on their account status. You will want to be sure that you point all applicable call types to a node, in order to tie up any loose ends.

10. Fourth Node: Payment

This node will allow you to route delinquent customers directly to an on-the-phone payment menu. In order to use this node, you will have to utilize CallPotential's Collections Manager. Simply add this step on the end of your smart route and direct "customer_delinquent" call types into here, and delinquent tenants will automatically be brought to the payment phone menu!

11. Fifth Node: Connect

The final node is called the "Connect" node. This step essentially just forwards the call to ring where you point it to. You will have the option to forward the caller to the Location, to the Call Center, or as just a plain old dial out step using any phone number you enter. Below is an explanation of each of the Connect Types:

Call Center: This is to have the call roll over to your Call Center. In order to use this option, you will need to have the CallPotential Call Center module. After selecting Call Center, you will have to select the "Queue" that you wish to ring (see Setting up Call Queues)

Location: This is to have the call roll directly to the location. The locations phone number is designated in your location settings

Dial: This is to have the call roll directly to a number that you specify. After selecting Dial off the list, a new field will pop up for you to enter the phone number into. Be sure to enter your 10-digit phone number with no special characters!

12. Save

After you finish setting up your call route, all you have to do is scroll down to the bottom on the screen and click the "Save" button. You have now successfully created your new call route!