Creating & Editing Locations

How to add new or edit existing locations on your account

Table of Contents

1. Login to the WebAPP

First, you are going to want to log in to the WebAPP. You can do this by navigating to http://app.callpotential.com and logging in with administrator credentials. If you have forgotten your login credentials, you can reach out to support at 877-552-2557.

2. People & Places Tab

After logging into the WebAPP, you will want to click the "People & Places" tab, the "Locations" sub-tab, and then the "New Location" button. This will load the new location wizard for you add the location to your account.

3. Easy Form

The first form that will load will be a very simple, basic form. This will have you fill out information like the name of the location, the address, city, postal code, main phone, and location email. You can just use this form to just set up the location by hitting the "Save" button at the bottom right corner of the yellow pop up; However, in order to get more into having the location ready to go live with callpotential, you will have to go back in and edit it. If you would like to fill out all the information now, you are going to want to click "Advanced Setup".

4. Advanced Form & Basic Information

After selecting "Advanced Setup", you will be brought to an entirely new page. The Advanced Location Setup page has six tiers, the first one being Basic Information. The fields are as follows:

1. Location name: The unique name of your location
2. Primary Phone: The primary phone number at the location, where all CallPotential tracking lines will forward into
3. Outbound Phone: The number of the phone you want to ring when managers do outbound calls through CallPotential
4. Display Phone: This field puts the value into a system variable, which you can use in other areas of the software
5. Setup Hours: By clicking this link, you will be able to set up location hours and access hours
6. Greeting: Either text-to-speech, or an mp3 recording that will play prior to connecting to the site when a customer calls in
7. Record Outgoing Calls: By checking this box, you will record outbound calls. You can then elect to type in a message to play to the customer, prior to the call connecting
8. Checkboxes: The next three checkboxes enable call transcription (to text), ad name whispers that play to the manager prior to connecting the call, and the hide primary phone feature, which makes managers select their name prior to seeing the customer's phone number
9. Timezone: You will be able to select the time zone this location exists in, and if you wish to use daylight savings
10. Friendly Name: This field puts the value into a system variable, which you can use in other areas of the software
11. Checkboxes: The next two checkboxes require the manager to enter a source when creating a new lead, and bypass the "press 1 to be connected to the customer" message, when doing outbound phone calls

Other fields on the card include the Location Address, the state and city, postal code, location email, and website. You will also be able to load images for your location, that you can also use by calling on a system variable elsewhere in the system. Simply click the "Upload Images" link on the right side of the card and use the uploader form. Once you are finished with this tier, go ahead and click the "Next" button.

5. Sheet Assignments

The next tier is the Sheet Assignments menu. The fields are as follows:

1. Lead Capture Card -  The Lead form to be used by default for this facility
2. Script Lead Card - The Lead script to be used by default for this facility
3. Customer Card - The customer card to be used by default for this facility
4. Location Gradesheet - The default gradesheet to be used for evaluating this locations performance
5. Employee Gradesheet - The default gradesheet to be used for evaluating calls to/from this location
6. Followup Rule - The default followup rule to be used for this facilities leads
7. Collection Rule - The default collection rule to be used for this facilities delinquent tenants
8. Call Routing Rule - The default call route assigned to this facility for incoming calls
9. Overide Tracking Number - The tracking number to be used for outbound lead calls for this facility (Dynamic will use the tracking number the lead originally called in from)
10. Primary - The lead capture card to be used by default for this facility, either the form or the script (the call route will override what the default is here)
11 Tags - Location specific information, loaded into tags, to be included on the lead card
12. Variables - Define custom variables direct from here so that they are unique for individual locations
13. Card Assignments - When to use the script vs. the form, and which form/script to be used for specific interactions with leads (new and existing)
14. Settings (Followup) - The ability to reset the Followup workflow when the lead's lead type has changed (ie: inquiry to reservation)

15. Settings (Collection) - Set up the Collections manager with site specific features

• Include all phone numbers in Auto Calls - When checked, this will send auto calls scheduled in the collection workflow to all phone numbers listed on the tenant's account
• Include all email addresses in emails - When checked, this will send auto emails scheduled in the collection workflow to all email addresses listed on the tenant's account
• Include all phone numbers in SMS/TXT - When checked, this will send auto texts scheduled in the collection workflow to all phone numbers listed on the tenant's account
• Minimum Balance (In $) - The minimum balance a customer must owe in order for them to be entered into the collections workflow
• Reset Collection upon Payment? - Upon any payment (in this case, partial), checking this box will reset the collections workflow for the tenant to the beginning
• AutoPay Text - The text that will appear in the auto pay enrollment box when a customer clicks on the pay link to make a payment. Removing all text from this box hides the auto pay enroll check box
• Exclude payment link after - In days, how many days past due a tenant must be before the payment link is deactivated from being used for the tenant to pay with (as well as being removed from the texts/emails)
• Batch Events - The number of collection events to go out in a single run (ie: if 100 collection events are scheduled and you enter 25 in this field then they will get broken into 4 batches of 25 to be sent every hour starting with the time the event is scheduled)
• Convenience Fee - Payment Portal - The convenience fee to be paid by the tenant when a payment is processed by the manager or call center representative through CallPotential
• Convenience Fee - Phone Payments - The convenience fee to be paid by the tenant when making a payment through the Pay by Phone system
• Convenience Fee - Customer Entered Payments - The convenience fee to be paid by the tenant when making a payment through a pay link
• Use all numbers for Pay by Phone - When the customer is calling into the pay by phone system, the system will automatically look up by primary phone number. If you wish to have the system look up by primary and mobile number, you will want to check this box
• Save credit card info - Saves the credit card info to management software when a payment is submitted with that card through CallPotential
• Allow previous card - Allows the user (manager or tenant) to select a previously used card to submit a new payment with (must re enter the CSV)

After you're finished filling out all the appropriate fields here, you will want to click the "Next" button at the bottom of the card.

6. Competitors

The next tier will take you through adding your competitors. These competitors will show up on your "Competitor list" when one of your employee tries to cancel a lead. In addition, your added competitors will also show up on the Competitor Report. Simply click the "New" button, type in the name of the competitor, and click "Add". This will send the newly entered competitor into the Competitors list. Once you have finished, just click the "Next" button and you will be taken to the next tier.

7. Assign Managers

After finishing up with the competitors, you are going to want to assign managers to the facility in the "Assign Managers" tab. Managers will have a bit more rights than employees do, but they do not have the rights an administrator would. These accounts will have access to their daily activities, as well as some additional employee call grading (Performance Manager). Simply click on the names you wish to add to this location under "Available Manager", and they will get sent to the "Selected Manager" list. After you have finished, simply click the "Next" button.

8. Assign Employees

After entering managers, you will have to do the same with employees. Your employees will only have rights to do their daily activities in CallPotential, and peer grade calls (Performance Manager). Once you have added all the employees that work at the facility, you can go ahead and click the "Next" button.

9. Add Tracking Numbers & Save

The final step (for non-integrated/DoorSwap users) in setting up your location will be to add any additional tracking numbers. If you want to learn more about setting up tracking numbers for your location, please refer to the "Acquiring a Tracking Number" guide. You can now click either "Save" or "Finished" if you are non-integrated, or "Next" if you are integrated to carry on to the next tier.

If you are integrated with Domico, QuikStor, or CenterShift, please carry on to Step 10. If you are integrated with SiteLink, please carry on to Step 11.

10. API Settings (Domico/CenterShift/QuikStor)

The final step for Domico, QuikStor and Centershift users is the API Settings tab. This will include information and settings that are specific to your integration. Some of the settings included are:

1. Max Reservation Length - The amount of days a reservation will remain active before expiring (cancelling)
2. Is Inquiry Type Required? - If the Inquiry Type field should be required to be filled out when creating a lead
3. Can rent unavailable Unit? - The ability to select a unit that is currently occupied by another tenant, when creating a lead
4. Enable Reservation Payment? - The ability to take reservation payments via the "Pay Fee" link on a lead card (Reservation amount comes from the API)
5. Restrict rate adjustment? - The ability to turn on/off rate adjustment for agents/employees/managers when creating leads
6. Default Available Filter On? - When this is checked, only available units will display by default on the inventory list (the checkbox can still be toggled above the inventory list)
7. Round Board/Push Rate - Round the Board or Push rate instead of pulling the exact dollar amount from SiteLink (ie: 4.50 instead of 4.51)
8. Restrict ability to mark lead as Rented? - The ability to prevent users from marking a lead as rented manually (via the drop down), instead of letting the system handle marking leads as rented via API
9. Select Available Unit Types - Check which unit types should display in CallPotential (Unit Types are designated in their management software)

10. Push or Board Rate settings - What rate type should display depending on where the user is looking (the call center agents, webapp, or ThinClient employees)

11. Move in Options - Options for the Move In process in CallPotential (see below)

• eSign Enabled - Enabling eSign as the lease load type for the move in process (CenterShift only)
• Payment failure email template - The email template to be used for failed payments through the rental process
• SMS Template - The SMS template to be used for the lease portion of the rental
• Email Template - The Email template to be used for the lease portion of the rental
• Move in fields - Here you will select the fields that will be required to be filled out for the rental to take place, versus the fields that are optional

Once you have finished updating all your API settings, you are ready to click either the "Save" or "Finished" buttons, and your new location with be created!

11. API Settings (SiteLink)

The final step for SiteLink users is the API Settings tab. This will include information and settings that are specific to your integration. Some of the settings included are:

1. Max Reservation Length - The amount of days a reservation will remain active before expiring (cancelling)
2. Is Inquiry Type Required? - If the Inquiry Type field should be required to be filled out when creating a lead (iSource value in SiteLink)
3. Is Marketing Source Required? - If the Marketing field should be required to be filled out when creating a lead (mSource value in SiteLink)
4. Is Marketing Source Un-Editable? - After the Marketing field has been set, if the marketing field can be changed by the manager/agent
5. Select unit based upon time vacant? - Select unit for a lead (when not manually designated) based on time since that unit has been occupied (if off, will pull first unit in numerical order)
6. Can rent unavailable Unit? - The ability to select a unit that is currently occupied by another tenant, when creating a lead
7. Enable Reservation Payment? - The ability to take reservation payments via the "Pay Fee" link on a lead card (Reservation amount comes from SiteLink API)
8. Restrict rate adjustment? - The ability to turn on/off rate adjustment for agents/employees/managers when creating leads
9. Default Available Filter On? - When this is checked, only available units will display by default on the inventory list (the checkbox can still be toggled above the inventory list)
10. Round Board/Push Rate - Round the Board or Push rate instead of pulling the exact dollar amount from SiteLink (ie: 4.50 instead of 4.51)
11. Restrict ability to mark lead as Rented? - The ability to prevent users from marking a lead as rented manually (via the drop down), instead of letting the system handle marking leads as rented via API
12. Can rent reserved unit? - The ability to select a unit that is currently reserved by another lead, when creating a lead (See Setup #20 for restriction by role)
13. Update followup date with workflow? - Update the SiteLink followup date according to the CallPotential workflow
14. Hide marketing field? - Hide the Marketing field from the lead card
15. Hide inquiry type field? - Hide the Inquiry Type field from the lead card
16. Select Available Unit Types - Check which unit types should display in CallPotential (Unit Types are designated in SiteLink)

17. Push or Board Rate settings - What rate type should display depending on where the user is looking (the call center agents, webapp, or ThinClient employees)

18. Select Available Unit Specials - Check which special types should display in CallPotential (Special types are designated in SiteLink)

19. Move in Options - Options for the Move In process in CallPotential (see below)

• Rental Period Length - how long one billing cycle is for a new move in (28 days vs monthly)
• eSign Enabled - Enabling eSign as the lease load type for the move in process
• Default Keypad Zone - The default keypad for the gate to be used (this will be designated as all keypads)
• Default Timezone - The default access hours for the unit (business hours vs 24 hour access)
• Gate Code - How the gate code will be generated when a rental is performed (either random or via the tenants phone number)
• SMS Template - The SMS template to be used for the lease portion of the rental
• Email Template - The Email template to be used for the lease portion of the rental
• Move in fields - Here you will select the fields that will be required to be filled out for the rental to take place, versus the fields that are optional

20. Setup - When can rent reserved unit is un-checked, this will appear to allow you to check which roles can create a lead for a unit that is already reserved

Once you have finished updating all your API settings, you are ready to click either the "Save" or "Finished" buttons, and your new location with be created!