Adding New Locations

RETURN TO THE MAIN SUPPORT PAGE

The purpose of this guide is to explain how administrators add new locations to their account. Newly added locations are automatically archived upon creation 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

(A) New Location - From the Locations list, click to create a new one.

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 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.

(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.

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, Access, or Contact Center Hours.

Add Logo & Images for Customer Viewing

(W) Choose File - Click to upload logos & images for external communication. Note: You can preview a thumbnail image of the logo and image(s) after you select and add them from your computer. Once added, "Remove" will appear which you can use to replace an image.

Miscellaneous

(X) Edit Variables - Click to define custom location-specific information. Click here to learn more.
(Y) Location Alerts - Enter any location-specific information used in the Lead card.

Save Location - Note: The Save icon will be disabled until all required information has been filled in. You will need to scroll back to the top to access the Save icon.

(Z) Save - Click to save the new location.
(AA) Cancel - Click to discard any information that was entered and return to the Locations list.

Activate a Location - Note: After initially saving the new location, it will appear in the Archived list. You can continue configuring the location and editing/populating fields from the Archived List. When ready to launch, you will need to unarchive the location so it becomes active.

(BB) Archived - Click to access the Archived Locations list.

(CC) Select checkbox - Click to select the newly created location.

(DD) Unarchive - Once a location is selected, Unarchive becomes enabled. Click to activate the newly created location. The location will now appear in the Active list and is enabled within the system.