CallShaper Outbound Software Manual 1 - Setting Up your Account

MANAGE TRAINING MANUAL

MANUAL 1 – SETTING UP YOUR ACCOUNT

Last Update 8/25/2016


CALLSHAPER

Contents

About CallShaper ........................................................................................................... 1

Support........................................................................................................................... 2

Help Center Library ...................................................................................................... 2

Submitting A Support Ticket......................................................................................... 3

Dashboard ...................................................................................................................... 3

Campaign Buttons ....................................................................................................... 4

Agent Stats .................................................................................................................. 4

Call Stats...................................................................................................................... 5

Top Agent List .............................................................................................................. 5

Charts Section ............................................................................................................. 5

Menu’s............................................................................................................................ 6

Search Menu ................................................................................................................ 6

Reports Menu .............................................................................................................. 7

Admin Menu ................................................................................................................. 8

Users ............................................................................................................................ 10

Users Screen ............................................................................................................. 11

Adding A User ....................................................................................................................11

Show Inactive Users .......................................................................................................15

Reactivate User ..............................................................................................................15

Unlocking A User ...............................................................................................................16

User Profile Screen ............................................................................................................16

Changing/Adding A Photo ..............................................................................................17

Deactivating Users .........................................................................................................17

Editing Users ..................................................................................................................17


CALLSHAPER

Teams .......................................................................................................................... 19

Teams Screen ............................................................................................................ 20

Adding A Team ..................................................................................................................20

New Team Screen ..........................................................................................................21

Editing A Team ..................................................................................................................22

Do Not Call ................................................................................................................... 23

Do Not Call Screen .................................................................................................... 24

Number Lookup .................................................................................................................24

Number Lookup screen ..................................................................................................25

Creating A Do Not Call List ................................................................................................25

Create Do Not Call List Screen .......................................................................................25

Importing A Do Not Call List ...........................................................................................26

List Actions ........................................................................................................................26

Add Numbers .................................................................................................................27

Assign to Campaign .......................................................................................................27

Rename..........................................................................................................................27

Export .............................................................................................................................28

Delete .............................................................................................................................28

Media Attributes ........................................................................................................... 29

Media Partners ........................................................................................................... 29

Media Types .............................................................................................................. 29

Scorecards ................................................................................................................... 30

Scorecards Screen .................................................................................................... 31

Add Scorecard ...................................................................................................................31

Show Inactive Scorecards ..................................................................................................32


CALLSHAPER

Reactivate Scorecard .........................................................................................................32

Duplicating Scorecard ........................................................................................................33

Deactivate Scorecard .........................................................................................................33

Editing Scorecard ...............................................................................................................33

Sounds Library ............................................................................................................. 34

Add Sound ................................................................................................................. 35

Edit Screen ........................................................................................................................35

Play Recording ..................................................................................................................36

Download or Delete Recording ..........................................................................................36

Music On Hold .............................................................................................................. 37

Buttons Section .......................................................................................................... 37

Add New Playlist ........................................................................................................ 37

Edit A Sound .............................................................................................................. 38

Play A Recorded Sound ............................................................................................. 38

Phone Numbers Types ................................................................................................ 39

Phone Number Categories ........................................................................................... 40

Phone Number Screen .............................................................................................. 41

Purchasing A Phone Number .............................................................................................41

Purchase Number Screen ..............................................................................................41

View Recent Calls ..............................................................................................................42


CALLSHAPER


CALLSHAPER 1

About CallShaper

CallShaper was founded in 2012 but our software was born years before that when we set out to

create a platform to run all aspects of our own call center’s operations. Our philosophy has three

main goals: Ease of use, accurate reporting, and flexibility.

At CallShaper, we feel technology should help achieve the business goals and not get in the

way. We want the agent to focus on the call, not on a cumbersome process that distracts them

from their true purpose of making the sale, collecting the payment or qualifying a prospect. Our

platform constantly monitors the changes happening to the campaign and reacts accordingly

while using the latest technology in answering machine, busy and disconnected number detection

to deliver the most “live” calls possible.

Having accurate information to manage the campaign is vital to its success. Our real-time

reporting is designed to be easy to read and to quickly present the information needed to

keep campaigns on track. Our historical reporting will provide you with the tools to manage your

campaigns. Our customizable reporting will fit the individual need of the campaign by providing

detail on data uploaded through lead files and completed by agents. The reports along with our

customizable scorecards, provide you with the tools needed to effectively manage, coach and

develop your staff.

Flexibility is important to ensure our users, at all levels, get the most out of our software. All

campaigns are different. Whether it be the sales pitch, the prospect qualifying process, data

submission, or payment capture, CallShaper allows your campaign’s scripting to match your

client’s requirements and makes it easy for you to maneuver around and integrate with third party

systems. With each campaign created, the settings for voicemail, conversions, dispositions,

sounds, dialer type, schedule, callbacks, recordings, skill level, wrap up, leads and queue actions

are all customizable.

Early on, we found that our product needed to be user-friendly, extremely flexible and have a

variety of reporting to satisfy client needs. That is why whether your Call Center has five agents

or hundreds of agents, CallShaper’s software has the tools to fit the needs of your organization.


CALLSHAPER 2

Support

The CallShaper Support team’s main goal is to help you run your campaign’s as smoothly and

efficiently as possible. We understand the needs of each Call Center are different, which is why

we offer various types of support such as live support over the phone and online, support tickets

and a Help Center Library.

Help Center Library

For questions pertaining to “how to” and “where can I find”, CallShaper’s Help Center Library is

available 24/7/365. Our Help Center Library contains how to articles, training material, FAQ’s

and troubleshooting tips for the CDP Desktop Client (Agent Application), Supervispor Site and

the Manage Site.

The Help Center Library can be accessed using the help link or the support button in the Manage

Site.

1. Using the help link - The help link is located in the

individual user drop-down menu. This link will give you

full access to the library where you can search for

articles, training material, FAQ’s and troubleshooting

tips available by key words or by category.

2. Using the support button - The support button is located

at the bottom of your screen in the Manage Site. You can

search by key words to access links to articles, training

material, FAQ’s and troubleshooting tips available in the

Help Center Library.

Once you click on a link, the article will populate in that

window. If you prefer to see the information in a larger

window, scroll to the bottom of the article and click the

button. This will bring you to the

Help Center Library.


CALLSHAPER 3

Submitting A Support Ticket

For more complex questions or concerns, a ticket can be submitted to the CallShaper Support

team. Once a ticket is submitted, the requester will receive an email with the ticket number and

instructions of how to add information to the ticket. All tickets will be responded to within 24

business hours. Our business hours are 8:30 am to 5:30 pm (EST) M-F.

For tracking purposes, please submit a separate ticket for each new request.

Tickets can be submitted to the CallShaper Support Team through the help link or the support

button in the Manage Site.

1. Using the help link – When sending attachments, please

use this option. The help link is located in the individual

user drop-down menu and will bring you to the Help

Center Library. At the top of the page, click the “Submit

a request” link. You will be asked for your email

address, subject, campaign, company and a description

of how we can help you.

2. Using the Support Button - When sending attachments,

please use the Help link option. After you have

searched for how to articles, training material FAQ or

troubleshooting tips and have not found what you are

looking for, you can click the contact us button (this will

only appear after you have typed key words in the

search field). A contact us page will open and ask for

your name, email address, campaign, company and a

description of how we can help you.

If screen shots are being sent, please send them as an attachment. All

attachments should be sent using the help Link.

All emails sent to Support will be converted into tickets. Screenshots do not

transfer into the ticket system from emails.


CALLSHAPER 4

Dashboard

The dashboard is where you can monitor how your campaigns are performing in real-time. You

can view the agent stats (as a whole), top performers, how the agents are spending their time,

call stats and have quick access to change the campaign and the campaign settings.

Campaign Buttons

The buttons section is located at the top of the dashboard and includes two campaign buttons;

The button will allow you to switch the campaign you are viewing by

using the drop-down list.

The button will take you directly to the campaign settings so

adjustments can be made quickly. (Covered in Manual 2)

Agent Stats

The agent stats section provides details of the number of agents logged in, how many agents are

in each call status, the number of active hours and their average performance stats. The fields in

this section will flash as they are updated.


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Call Stats

The call stats section provides details of the number of calls being dialed, calls in queue, sales,

handled calls and abandon calls. The fields in this section will flash as they are updated.

Top Agent List

The top agent list will give you a quick look at the top ten performers of the campaign you have

selected based on the number of sales (conversions) the agents have made. If point values are

assigned to a conversion, the points earned will also be visible in the list.

The list will switch from today’s top ten to this week’s top ten performing agents approximately

every 15-seconds.

Charts Section

The charts section contains four different charts;

Calls By Hours, Conversions By Hour, Outbound

Connection Rate and the Agent Hours.

The graphs will rotate

approximately every 20-seconds to give you a

quick view of how the campaign is performing for

that day.

On the dashboard, you can hover your courser over each field in the agent stats,

call stats and graphs sections for details.


CALLSHAPER 6

Menu’s

There are three menus within the Manage Site; Search, Admin and Reports. The user’s

permissions will determine which menu’s they will have access to.

Search Menu

The search menu has two options to search by; call or by lead.

In the search menus, you can:

Select the criteria to search using the drop-down lists,

or a report,

Add or remove to view or export,

When a list is run, the list can be sorted by clicking on the column headings,

Additional details can be

viewed by clicking on the

specific lead or call from

the list.

This is an example of the Call

Detail Screen that will open

when you select a specific call

to view. We will review the Call

Detail screen in Manual 4.


CALLSHAPER 7

Reports Menu

At CallShaper, we understand how important accurate

reporting is to your business. This is why have we

designed reporting that provides the detail needed to

quickly measure agent and lead performance with

accurate real-time and historical reporting for both

inbound and outbound calls.

In addition to the Dashboard, which gives a real-time view

of what is currently happening with your campaign, your

CallShaper account also contains many historical reports.

These reports are available in the reports menu and

provide detail on:

Agents and Teams,

Leads and Lead Files,

Campaign progress and profits,

QA,

Sales and

Payroll.

Once you have created your campaign and have data to complete these reports, we will review

each report in detail (covered in Manual 4).

There are two additional reports available within each campaign rather than the

Reports Menu. These reports are campaign specific and are sent to designated

email address. The details of both reports will be covered in Manual 2. These

reports are;

The Daily Report, which provides a comprehensive overview of the

campaigns inventory (leads), sales (conversions), and performance

activity.

The Export Report, which is a customizable report using information

directly form the data fields your organization has created.


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Admin Menu

The admin menu is where you will add, create, make edits and adjustments to your CallShaper

account.

The remainder of Manual 1 will be spent on the individual categories within the Admin Menu.

The categories are:

Campaigns – Where you will add, edit and

deactivate campaigns, create scripts, upload lead

files, manage phone numbers, create dispositions,

conversions and data fields. This is the only

category not covered in Manual 1. This category will

be covered in Manuals 2 & 3.

Teams – A team is a group of users that report to

the same supervisor and are working on the same

campaign(s). This is where you would add and edit

the teams.

Users – Users are all individuals that

will have access to the Agent

Application, the Supervisor Site and/or the

Manage Site. This is where you would go

to add, edit, unlock and deactivate users.

Do Not Call – Do not call lists can be uploaded into

your CallShaper account in a CSV format. The

National DNC list is not pre-loaded into your

account. It is the responsibility of each individual

organization to ensure the proper DNC lists are

uploaded into their account. The do not call

category is where you will upload and manage the

do not call lists in your account.


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Media Attributes – Media Attributes are used to assign Media Partners and Media Types

when working with clients who are running TV, radio or print advertisements. It can also be

used to associate a business name with a specific phone number for reporting purposes.

This is where you would go to add Media Attributes and Partners to your account.

Scorecards – Scorecards are a QA tool used to evaluate how an agent handled a call. In

this section you can create, edit and deactivate scorecard templates.

Sounds Library – The sounds library is where you will upload, create and edit recordings or

messages such as; introduction messages, abandon messages, closed messages or

disclosures. All sounds recorded in the sounds library will be available to use in all of the

campaigns created in your account.

Music On Hold – You can upload prerecorded hold music into your CallShaper account.

This can be used for inbound callers when they are waiting for their call to be answered and

when an agent is waiting for their next call to connect.

Phone Numbers – Designated phone numbers are purchased through CallShaper to be

used as your campaign caller ID’s and/or inbound number(s). The phone number category

is where you purchase phone numbers for your account and view the assignment of each

phone number in your account.

Now that you know where things are located within CallShaper, let’s get to

the part you’ve been waiting for and begin creating your account.

The first thing you will do when creating your account is to add users and

teams. In the next few sections we will review how to properly set them up.

So get your list of users ready and think about who will be performing which

tasks.


CALLSHAPER 10

Users

The term “Users” describes a person who will log into any of CallShaper’s Applications. Users

can consist of Agents, Supervisors, Managers, Administrators and Clients. We do recognize that

not all organizations structure their Call Centers with the same titles and responsibilities.

Therefore, when setting up a user, it is important to understand the role of the user and the tools

they will need to ensure you are providing them with the proper level of access within the

CallShaper Applications.

For the purposes of this and all of CallShaper’s training documentation, the definitions of the user

types are listed below. Please review these definitions to confirm you are providing each

individual the tools needed to perform their jobs effectively within CallShaper.

The agent only has access to the Agent Application that is

installed on their PC. The agent will not have access to the

Supervisor Site or the Mange Application.

The supervisor is responsible for a team of agents. The

supervisor may have the Agent Application installed on their PC.

They will have full access to the Supervisor Site and limited

access to the Manage Site.

The manager oversees the supervisors. The manager does not

have the Agent Application installed on their PC. They will have

limited access to the Supervisor Site and will have full access to

the Manage Site.

The administrator is a person who will make adjustments, add

/remove users and troubleshoot. The administrator does not

have the Agent Application installed on their PC. They will have

limited access to the Supervisor Site and will have full access to

the Manage Site.

The client is someone who your organization is performing

outbound or receiving inbound phone calls for. Clients will not

have the Agent Application installed on their PC. They will not

have access to the Supervisor Site. They MAY have limited

access (typically reports) to the Manage Site. Their level of

access is completely up to your organization.

Agent

Supervisor

Manager

Administrator

Client


CALLSHAPER 11

Users Screen

The Users screen will contain a list of the active users in your CallShaper account (once users

have been added). In addition to having the list of active users, you can add, unlock and access

the list of inactive users from the Users screen.

Buttons Section

In this Manual and all training Manuals going forward, please note the buttons

section is always located on the top right hand section of the screen. The buttons

representing the actions that can be taken will always be orange.

Adding A User

No matter what the person’s role will be, if they log into any of the CallShaper Applications, they

will need to be added as a user first. Each user will be given a username and password. The

username will be their email address. If your organization does not have email address for all

users, you can create one for CallShaper purposes only. Emails are only sent to users who will

receive reports or voicemails to their extension.

Before adding a user, it is important to understand what their role will be and what access they

should have within CallShaper’s Applications. To ensure each user will have the proper access

to perform their jobs effectively, we will review how to add a user, the different levels of

permissions and what each permission will give the user access to within the CallShaper

Applications.

To add a user, click the button. When adding users to CallShaper, complete both

the General and the Security tabs.


CALLSHAPER 12

The General Tab is where you add the users e-mail address (username), name, the team they

are on and if applicable, their external user ID.

When you are adding a supervisor,

manager, administrator or client, the

team field should be blank.

If you are adding an agent and the team

is not available in the drop-down, the

agent can be added to the team

once the team has been created.

The Security Tab is where you create a password and set permissions.

The permission that is giving to a user will

depend on their role within your orgnization.

A single user should NOT have permissions

at both the account level and camaign level

at the same time. See the charts on the

following pages for permission access.

Permissions ONLY apply to the level of access the user will need in the Manage

and Supervisor Sites. Agents do not need account OR campaign access to use

the Agent Application.

Fields with an are required fields


CALLSHAPER 13

Account Level Permissions

Account level permission are recommended for managers and administrators only. For agents,

supervisors and clients, this field should be left blank. Account level permission will grant the

user access to all campaigns in the Mange Application. The type of permission granted (see

chart), will limit what information the user will have access to within the Manage Site.

Giving a user account level permission will limit their access in the Supervisor Site. Depending

on the type of permission granted (see chart below), the user will either not have permissions

or will have the manager mode permission. The manager mode is a view of agents by

campaign. The user can see the agent’s status, skill level and monitor live calls. They will not

have the access to chat, barge or whisper to agents.

The chart below describes the access given with each permission at the account level:

Campaign Level Permissions

Campaign level permissions are recommended for supervisors and clients only. For agents,

administrators and managers, this field should be left blank. Campaign level permissions gives

the user access to make changes to specific campaigns within the Manage Site. The type of

permission (see chart), will limit what information the user has access to in the campaign.

Campaign level permission with reporting is the only access that will give the user supervisor

mode in the Supervisor Site. Supervisor mode is a view of the team(s) that report to the user.

In this mode, the user can see the agent’s status, skill level and monitor live calls. The user

does have access to monitor calls, chat, barge or whisper to agents.


CALLSHAPER 14

Admin access will give the user manager mode. In this mode the user will not have access to

monitor calls, chat, barge or whisper to agents.

To give permission at the campaign

level use the drop-down to select

the campaign, and click the

button. Repeat

the process to add more campaigns.

The chart below describes the access given with each permission at the campaign level:

Examples

1. If I am adding a user that will need access to reports, adding and deactivating users, but not

have the ability to grade calls. I would give them Account Level access with reporting AND

user admin permission.

2. If I am adding a user that will need to have chat, barge and whisper capability in the

Supervisor Site, I would give them Campaign Level access with reporting permission.

3. If I am adding a user that will need to have chat, barge and whisper capability in the

Supervisor Site and have the ability to grade calls, I would give them Campaign Level access

with reporting AND QA permission.


CALLSHAPER 15

Show Inactive Users

The next button we will review is the button. It’s important to note that

users are not deleted from CallShaper; they are simply made inactive. This is done for reporting

purposes and if the user ever needs to be reactivated. Once you have selected the button, the

Inactive User screen will open. This screen will provide limited details such as the users first and

last name, email address and user ID.

Reactivate User

There may be an occasion where you would want to reactive a user. To do this, you would select

the inactive user by clicking on their name in the Inactive Users screen. When you select them,

the User Profile screen will open. This is where you will click the button to

reactivate a user.

Active Users List

In this section, you can view the list of active users in your account. This list will provide detail of

each user including their name, email address, team, user ID, primary campaign extension, their

skill level and if they are locked out of CallShaper. This is also where you can view and edit a

User’s Profile screen once you have selected them.


CALLSHAPER 16

Unlocking A User

When a user is locked out of any CallShaper Application, they can use the reset your password

link on the login page or, you can unlock them in the Users screen.

If the user knows their correct password, you can unlock them from the Users screen by simply

clicking the button in the “unlock” column. The button will then disappear and the

user is unlocked.

If the user needs a new password, you would give them a new password in the security tab of

their user profile (see User Profile screen for details).

User Profile Screen

When you select a user from the Users screen, the User Profile screen will open. Each user has

their own User Profile screen which contains three sections, the buttons section, user information

and the campaign extension section.


CALLSHAPER 17

Buttons Section

Changing/Adding A Photo

Adding or changing a photo or an image on a user’s profile can be done by clicking the

button. This photo or image will be displayed in the Users screen and User

Profile screen of the Manage Site, the Supervisor Site and the dashboard in the Agent Application.

The image will need to meet the proper specification and will be cropped during the upload

process.

Deactivating Users

Users are never deleted in CallShaper, but they can be deactivated by using the

button. When a user is no longer an employee or a client of your

organization, it is recommended they are deactivated immediately. If the user is not deactivated,

they can continue to access the account with the same privileges they had as an employee.

Editing Users

The user’s permissions can be edited in the User’s Profile Screen. Using the

button, you can change the name, email address, team, passwords, permissions at the account

and campaign level.

User Info Section

This section will contain the users CallShaper ID, full name, email address, team, the primary

campaign they are assigned to, skill level, external ID and their last log in date.


CALLSHAPER 18

Campaign Extensions Section

This section will list all of the campaigns the agent has been assigned to and their extension for

that campaign. If enabled, (Covered in Manual 2) you can listen to and change the agent’s

voicemail greeting.

Each user that is assigned to a campaign will receive an extension automatically. The

extensions cannot be removed or changed.

If voicemail is enabled:

Click this button to change the agent’s voicemail greeting. The greeting can either be

recorded or it can be downloaded from your computer. If the file is downloaded, it must

be in a WAV or a MP3 file format.

Click this button to hear the voicemail recording of the agent. This button is only available

if the agent is not using the campaign default voicemail message.

If the voicemail message is played, the sound bar at the

top of the page will play the message. You can increase the volume by clicking the

button. Pause the recording by clicking the button, and play the recording by clicking

the button.

Creating voicemail for an agent is a multi-step process. The voicemail for the

campaign must be set up, the agents extension mailboxes must be enabled,

(Covered in Manual 2) then the voicemail greeting can be set up in the user profile.


CALLSHAPER 19

Teams

Within CallShaper, a team is defined as a group of users who report to the same supervisor or

manager and are all assigned to the same primary and secondary (if applicable) campaign.

Therefore, the teams within CallShaper may not always match the teams within your departmental

structure.

When planning the structure of the teams within CallShaper please note:

Multiple teams can be assigned to the same campaign and the same supervisor or manager.

Teams can be as small as 1 user and as large as your entire Call Center.

All team members are assigned to the same campaign.

Teams cannot be assigned to more than one primary campaign.

Teams can be assigned to multiple secondary campaigns at a time.

Secondary campaigns are ONLY used to take incoming calls and perform callbacks.

Teams cannot be assigned to more than one supervisor or manager at a time.

You are not limited to the number of teams that can be created within your account.

Teams are never deleted or deactivated, but can be edited.

That being said, how the teams are created in the Manage Site, are completely based on the

needs and preferences of each organization.

For example; If a supervisor is responsible for 10 agents and 5 are working together on one

campaign, 4 are working together on a different campaign and 1 individual agent is working on

a campaign by themselves; 3 separate teams would be created within CallShaper. All 3 teams

would be assigned to the same supervisor.

Manager Supervisor 1

Team A

Primary Campaign (outbound and Inbound)

Secondary Campaign (inbound only)

Secondary Campaign (callbacks only)

Team BPrimary Campaign

(outbound and inbound)


CALLSHAPER 20

Teams Screen

The Teams screen contains a list of teams in your account (once teams have been added). The

list will provide details such as the team name, campaign(s) the team is working and the

supervisor the team reports to. From the Teams screen you can add and edit teams.

Once a team is created, they cannot be deleted or deactivated.

Buttons Section

Adding A Team

Individual users cannot be assigned directly to a campaign. Individual users are assigned to a

team and that team is assigned to a campaign. Whether the team consists of one agent or the

entire Call Center, the process is the same.

Adding or creating a new team is done from the Teams screen using the button.


CALLSHAPER 21

New Team Screen

In the New Team screen, you will be asked to create a team name, select a primary campaign

and secondary campaigns (if applicable).

Secondary campaigns are only used to assign a team inbound calls and callbacks and

takes second priority.

You will also select hold music, the team’s supervisor and the agents that will be assigned to the

team.

The hold music selected will be heard by the agent during wrap-up and wait time.


CALLSHAPER 22

Team List Section

In the Team List section, you can view the list of teams along with the campaigns they are working

and the supervisor they report to. If you select a team, you will have the option to edit.

Editing A Team

The team settings such as; team name, hold music, campaign assignments, supervisor and

agents can be changed after a team has been created by selecting the team in the Teams screen

and using the button. The Edit Team screen will open with the same options as

the new team screen.

To add secondary campaign and/or team members, click on the name in the box on

the left and it will automatically move to the “selected” box on the right. To remove

them, click on the name in the “selected” box on the left and it will automatically move

to the box on the right.

Now that you understand how users and teams are set up, let’s move our way

down the Admin menu and review the Do Not Call section.


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Do Not Call

The Do Not Call (DNC) lists within CallShaper are created by your organization. The lists

are updated by choosing the “Do Not Call” disposition in the Agent Application, importing

DNC lists or manually adding a phone numbers to a DNC list in the Manage Site.

Each campaign will have a “Default” DNC list associated with it. When the agents select

the “Do Not Call” disposition, that phone number will automatically be added to the

campaigns “Default” list. You can choose to have one default list per campaign, or assign

a default list that can be used for multiple campaigns.

During the lead file import process, CallShaper provides the option to review all DNC lists

within the campaign. If this option is selected, the leads identified are not callable and

not loaded. If this option is not selected, the lead will be loaded and callable.

At the campaign level you can add and remove states and Providences from the calling

list. These phone numbers are NOT added to the DNC list; they are only blocked from

being called on a campaign. (Covered in Manual 2)

The National DNC list is not pre-loaded into CallShaper. It is the responsibility of each

individual organization to upload the appropriate list into CallShaper. For information

pertaining to the National DNC list, please refer to the Federal Trade Commission

business center https://www.ftc.gov/tips-advice/business-center .

https://www.ftc.gov/tips-advice/business-center


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Do Not Call Screen

In the Do Not Call (DNC) screen, you can view the DNC lists that have been added to your

account, look up phone numbers, create new lists, import existing lists, add phone numbers,

assign a list to a campaign, rename and export.

Do Not Call Lists Section

In this section, you can view the different lists that have been uploaded or created in your account.

To edit, view or export a list, select it and the list actions button will be available.

Buttons Section

Number Lookup

On occasion, you will need to remove or search for a phone number associated with a DNC list.

For example, you may want to know the phone number has been added or when it was added to

a DNC List. This is when you would use the button.


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Number Lookup screen

In the number lookup screen, you can search and remove the number if necessary.

Creating A Do Not Call List

Each campaign will receive a “default” DNC list however, there may be times when you want to

create a new DNC list at the account level. When creating a new DNC list, you can assign it to

one or multiple campaigns and manually add phone numbers. This is when you would select the

button.

Create Do Not Call List Screen

In the Create Do Not Call List screen you can assign the list to campaigns and add individual

numbers.

When adding an individual phone number, add one phone number then click the enter

key on your keyboard so there is only one phone number per row.


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Importing A Do Not Call List

Some organizations have or receive a DNC lists to be uploaded into their CallShaper account.

This is when you would click the button.

All files uploaded into your CallShaper account can be imported as a CSV file. If

you have an Excel file, save as CSV before proceeding

List Actions

The last button we will cover in the DNC screen is the

button.

This button has multiple options. In this next section. We will

cover each option.


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Add Numbers

The Add Numbers option is used when manually adding a few phone number to a DNC list.

Assign to Campaign

The Assign to Campaign is used when you want to add/remove a DNC list to/from campaign.

Rename

All default lists are given the name of the campaign they are assigned to and can be renamed.


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Export

Once DNC lists have been created or uploaded into CallShaper, they can be exported into Excel

if needed.

Delete

DNC lists can be deleted from your account if the default campaign is active.

We are rolling along, let’s continue our journey through the Admin menu and

review the next two sections; Media Attributes and Scorecards.


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Media Attributes

Media Attributes are typically used if you have a Media Partner, meaning you are taking or

making phone calls for a television, radio or print advertisement. However, this is also a place

where you can add a label to specific phone numbers associated with a campaign.

The Media Partners and Types can be assigned to an individual inbound phone number

(Covered in Manual 2). If they are assigned to a phone number, they are then reportable and

can be viewed on the Media report (Covered in Manual 4).

The Media Partner and Media Types screens are below.

Media Partners

Media Types


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Scorecards

Quality Assurance (QA) tools are one of, if not the most important tools your call center

management can have. A healthy QA program will give management the means to

properly coach and mentor their team by:

Identifying training needs and understanding how to help the agent meet KPI’s and

service levels,

Knowing where to change internal processes to increase efficiencies,

Creating a culture of continuous improvement by getting to the root cause of why

things are not happening as intended.

At CallShaper, we understand the direct correlation of a successful QA program and

customer/client satisfaction rates. Each customer/client and campaign may have different

requirements. This is why we developed customizable scorecard templates that will allow

you to:

Design an unlimited number of scorecard templates per account,

Separate scorecards by section (example - greeting, tone, closing),

Create campaign specific questions,

Incorporate waited scoring based on the importance of the question and the

requirements of your customer/client, and

Include notes specific to each question or one pertaining to the overall call.

Each scorecard that is graded in the recordings tab of the Call Detail screen and is

permanently attached to the call. The scorecard itself can be reviewed and edited at any

time. The results of each scorecard for an individual or a team can be viewed in the QA

Agent report. The results of the scorecards by grader can be viewed in the QA Grader

report (Covered in Manual 4).


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Scorecards Screen

Buttons Section

Add Scorecard

To create a new scorecard, click the button. The new scorecard screen

will open

Scorecards can have multiple sections for example; greeting, knowledge, closing, etc.


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Questions can be added and given a waited score.

Show Inactive Scorecards

To eliminate confusion as to which scorecard templates are being used to grade calls, it is

recommended that inactive templates be deactivated. To see the inactive templates, click the

button. If your organization wishes to use a deactivated scorecard

template again, you can reactivate it at any time.

Select a specific scorecard template to reactivate or duplicate it. When you select it, the new

screen will open with options to and .

Reactivate Scorecard

As soon as you click the button, the scorecard template is reactivated

and is located in the Active Scorecard list


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Duplicating Scorecard

Rather than create a scorecard template from scratch every time, you can use the

button. This option allows you to quickly create a new template and

easily make any edits necessary to fit the needs of the new scorecard template.

Scorecard List Section

This section will list all of the active scorecard templates. Here you can select a scorecard

template to , and .

Deactivate Scorecard

To eliminate confusion as to which scorecard templates are being used to grade calls, it is

recommended that inactive templates be deactivated. For reporting purposes, these scorecard

templates cannot be deleted. They can be deactivated by clicking the

button.

Editing Scorecard

Once a scorecard template has been created, you can edit the questions, sections, change the

scoring and rearrange the order. To make changes to a scorecard template, click the

button.

Grading scorecards will be reviewed in the Manual 4.

Have you been wondering how to include hold music and recordings in your

account? It’s your lucky day, turn the page.


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Sounds Library

Sounds are another word for recordings. Sounds can be added to your CallShaper account by

uploading files from your computer or recording a new sound in your Sounds Library. These

sounds are then added to a campaign(s).

Common uses for sounds are messages:

Introduction Message,

Closed Message,

Callback IVR Message,

Abandon Message,

Blocked Call Message,

Advertisements,

IVR,

Disclosures, and

Disclaimers.

Within a campaign, the sounds are not only used for incoming message, outbound abandon calls,

they can also be embedded into a script.

For example, at the point in the script where the agent would normally read a disclosure or

disclaimer to the customer/client, they can simply press a button and the recording will play. This

ensures consistency to every customer/client.


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Buttons Section

Add Sound

Your CallShaper account does not come equipped with prerecorded sounds. However, you can

record an unlimited number of sounds and save them to your Sound Library. Sounds are used

to record greetings, messages, advertisements, disclosures, disclaimers, etc.

If recording a new sound, you will have the chance to review using the button.

To save the recording, choose the button.

Sounds Section

This section will list all of the sounds that you have recorded. Clicking on a specific sound will

open the Edit screen.

Edit Screen

The edit screen will contain the same fields as the add sound screen.


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Actions Section

Sounds that are recorded and saved to your Sound Library can be played, downloaded to your

computer and/or deleted from your CallShaper account.

Play Recording

To play a recorded sound, click the button. Use the sound bar to (pause) or

(control volume).

Download or Delete Recording

To download or delete a recorded sound from your sound library, click the button.


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Music On Hold

Your CallShaper account comes equipped with generic and silent hold music and the ability to

upload unlimited hold music of your choice. You are not limited to the number of or the length

of the hold music on your account. The only requirement is the files must either be a WAV or a

MP3 file.

There are two uses for hold music; the first is assigned to inbound numbers (Manual 3) and is

played to the caller while waiting for an agent to connect, the second is assigned to a team and

played while the agent is in wrap-up and available status. All music uploaded to your account

will be available to select in each campaign created.

Buttons Section

Add New Playlist


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Hold Music Section

This section will list all of the hold music that has been uploaded to your CallShaper account.

To review or listen to the hold music that is available, select the hold music you want to listen

to. The hold music screen will open.

Edit A Sound

The edit sound screen will open once a sound is selected. The edit screen will contain the

same fields as the add sound screen.

Play A Recorded Sound

To play a recorded sound, click the button. Use the sound bar to (pause) or

(control volume).

We are almost finished with Manual 1. The next and last topic we will cover in

this Manual will be phone numbers.


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Phone Numbers Types

CallShaper offers three different types of phone numbers to purchase and apply to your

account through the Manage Site. For rates, please contact CallShaper Support. The types

are:

Toll free numbers (8## numbers) are available for purchase in the

Manage Site. If you currently have a toll free number that you would

like to port to your account, or have a specific toll free requirement,

contact CallShaper Support. Please provide the specific phone

number(s) or requirements.

Local DID’s are numbers that are made available with a specific area

code. If you are interested in purchasing a local DID for your

campaign and the area code is not available or, you have a local DID

number that you would like to port to your account, please contact

CallShaper Support.

The LocalTouch technology uses multiple local numbers with a caller-

id management algorithm and presents a number to the

lead/customer that is local and more familiar to them. LocalTouch

increases the likelihood the customer/client will answer the call and

increase the campaigns connection rate.

With LocalTouch, you are not limited to one caller id number. In fact,

there are up to 200 phone numbers available within each LocalTouch

Bucket. This means that every call presented to the customer/client

may have a different caller ID number. If the customer/client returns

a call to that caller ID number, the call will go directly to an agent

working on that specific campaign.

If you are looking for a strategy to increase the campaigns contact

rate, LocalTouch is a great option.

For more detail go to http://nobelbiz.com/what-we-do/contact-center-

carrier-services/localtouch/

Toll Free

Local DID

LocalTouch

http://nobelbiz.com/what-we-do/contact-center-carrier-services/localtouch/

http://nobelbiz.com/what-we-do/contact-center-carrier-services/localtouch/


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Phone Number Categories

Once phone number(s) have been purchased on your account, they can be placed in one of

three categories.

Assigned phone numbers are ones that have been purchased and

assigned to a campaign in your account. Phone numbers in this

category can be moved to different campaigns (if not a caller ID)

and can be released from the campaign.

Quarantined phone numbers are ones that have been previously

purchased for a campaign that has since been released.

Once the phone number has been released or a campaign has

been made inactive, the caller ID’s associated with that campaign

is quarantined for 15 days. This is to prevent new campaigns from

receiving calls for the inactive campaign.

After the 15 days in quarantine, the phone number is then moved

to the unassigned tab.

Unassigned phone numbers are ones that have either been

purchased and not assigned yet or have been purchased and

released on your account.

Phone numbers in this status can either be assigned as a caller

ID on a different campaign or canceled.

If canceling, you are moving it back into the bucket with the

available phone numbers for purchase and you will no longer be

charged for the use of that phone number.

Assigned

Quarantined

Unassigned


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Phone Number Screen

The Phone Number screen is where you purchase phone number and view the status of the

phone numbers you have purchased in your account.

Buttons Section

Purchasing A Phone Number

Before you create a campaign, you will need to purchase a phone number to be used as the

caller ID and/or inbound phone number. Each campaign should have a different caller ID

associated with it. You can purchase toll free, local DID, or Local Touch Bucket phone

numbers (see the phone number types section for details). For pricing, please contact

CallShaper Support.

To purchase a phone number, click the button.

Purchase Number Screen

The Purchase Number Screen will list all of the phone numbers available for purchase in all

three categories; Toll free, Local DID or LocalTouch Bucket numbers. Select the tab to see

the available phone numbers in each category.


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To purchase a number, simply click on the number you would like to purchase and it

will move to your unassigned phone numbers category.

If you are looking for a specific area code of a local DID and do not see

one available to purchase, please contact CallShaper Support.

Categories and Phone Number Lists Section

The categories section will contain a list of phone numbers that have been purchased in your

account and are listed by category; assigned, quarantined and unassigned. This list will

include the phone number, the campaign it is assigned to, if the number is a caller ID, the

rental date and the release date if the number has been released.

View Recent Calls When a phone number is selected, an information screen will open that will contain a list of recent calls. This list is in view only mode.


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Notes

CallShaper Outbound Software Manual 1 - Setting Up your Account

Software

Transcript of CallShaper Outbound Software Manual 1 - Setting Up your Account