Accessing Administrative Settings

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This guide explains the administrative settings available in CallPotential and provides links for more in-depth information. While all settings are visible, some may not be applicable to your account depending in the modules/services you subscribe to.

Note

Only users set as Administrators in your account can access all account Settings.

Area/Districts Managers assigned the user role of Manager will only be able to access User setting.

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

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

Access

(A) Settings icon - To access Settings, click this icon, found in the upper right hand corner, on any page within CallPotential.

General

(B) Locations - View, add or remove locations, and configure all location specific settings.
(C) Call Routes - View, create, and edit call routes. Location call route assignment is also managed here.
(D) Variables - Manage/create custom variables. These variables can be used in scripts, campaign templates and call routes to populate values specific to a location.
(E) Phone Numbers - Manage tracking numbers. View all current tracking lines, edit tracking line configuration or acquire new tracking lines.
(F) Script Card Designer - Build, edit and assign cards/scripts that appear when creating new Leads or completing follow-ups.
(G) Preset Notes - Manage and enable/disable the use of Quick Response Notes. Preset notes allow users to quickly select/add pre-populated, frequently used notes in a Customer or Lead card
(H) TXT Opt Out - Manage text settings such as text consent and unsubscribe.
(I) 'Other' Disposition Reasons - Manage detailed options available for selection when a call is dispositioned as “Other”. This is for non-Lead and non-Customer calls.
(J) Workflows - Create, edit and assign follow-up & collection workflows. These workflows drive communication events (emails, texts & calls) for Leads & Customers.
(K) Workflow Message Templates - Manage the email and text templates/messages that are used in workflows. Create, edit or remove templates.
(L) Inventory - Provides the ability to add unit types, units and specials for non-integrated locations.

Leads - These settings are only applicable to clients subscribed to Lead Manager.

(M) Lead Types - Manage Lead Types and assign unique workflows specific to a Lead Type. Here you have the ability to create new Lead Types specific to Leads created in CallPotential.
(N) Follow Up Delay Reasons - Create, edit, or remove reasons a user can select from when choosing to delay a scheduled follow-up event.
(O) Cancellation Reasons - Create, edit, or delete the list of reasons available for users to choose from when cancelling a Lead.
(P) Competitors - When cancelling a Lead, the user may need to indicate if they rented from a competitor. Click here to create a list of competitors and assign them to locations.
(Q) Rate Adjustment - Edit users' ability to adjust unit rates. Restrictions can be unique to different user roles.

Marketing

(R) Ads - Manage marketing sources/ad names. Create, edit or archive ad names.
(S) Ad Types - Manage Ad Types that are selected when creating ads. Add, edit or archive.

Evaluation - These settings are only applicable to clients subscribed to Performance Manager.

(T) Gradesheets - Manage grade sheets which set the criteria used for grading and evaluating calls.
(U) Evaluation Engine (previously referred to as Evaluation Rules) - Set rules for calls to be automatically selected for self or peer grading.

Contact Center

(V) Contact Center Configuration - Basic Contact Center settings. Includes Call Queue management (unique Agent groups and Agent assignment) and Inactive Reasons Agents select when unavailable.
(W) VoIP Extensions - Set-up SIP address/extensions for Agents to select if connecting to Contact Center via a VoIP phone.

Security

(X) Users - Access and manage system users. Add, edit or archive users.