callshaper outbound software manual 2 - creating a campaign

MANUAL 2 – CREATING YOUR CAMPAIGN

MANAGE TRAINING MANUAL

Last Update 8/26/2016


Contents

Campaigns ................................................................................................................................. 2

New Campaign Checklist ........................................................................................................... 3

Campaigns Screen .................................................................................................................... 5

Show Inactive Campaigns ...................................................................................................... 5

Add Campaign ........................................................................................................................ 5

Add Campaign Screen ........................................................................................................ 6

Campaign Configuration Screen ............................................................................................. 7

Pausing the Dialer ............................................................................................................... 8

Deactivate A Campaign ...................................................................................................... 8

Switch to Test Mode ........................................................................................................... 9

Configuration Section ............................................................................................................10

Callbacks ...............................................................................................................................10

Callbacks Screen ...............................................................................................................10

Voicemail ...............................................................................................................................11

Enable Voicemail Screen ...................................................................................................11

Agent Skill Levels ..................................................................................................................12

Agent Skill Level Screen ....................................................................................................12

Do Not Call ............................................................................................................................13

Do Not Call List Screen ......................................................................................................13

Inbound Numbers ..................................................................................................................14

Inbound Number Screen ....................................................................................................14

Add Number .......................................................................................................................14

Show Released ..................................................................................................................14


Callback IVR ......................................................................................................................15

Agent Delivery Mode ..........................................................................................................15

Active Record Screen ........................................................................................................15

Edit Inbound Number .........................................................................................................16

General Tab ...................................................................................................................16

Sounds Tab ....................................................................................................................16

Queue Tab .....................................................................................................................17

View History .......................................................................................................................17

Move To .............................................................................................................................17

Release .............................................................................................................................18

Switch to Callback IVR .......................................................................................................18

Caller ID ................................................................................................................................19

Caller ID Screen.................................................................................................................19

Permissions ...........................................................................................................................20

Permissions Screen ...........................................................................................................20

Edit Permissions .............................................................................................................20

Add User Permissions ....................................................................................................21

Dispositions ...........................................................................................................................22

Disposition Screen .............................................................................................................22

Add Disposition ..............................................................................................................22

Show Inactive .................................................................................................................23

Conversions ..........................................................................................................................24

Conversion Screen ............................................................................................................24

Add Conversion ..............................................................................................................24

New Conversion Screen .................................................................................................25

Show Inactive .................................................................................................................25


Data Fields ............................................................................................................................26

Data Field Screen ..............................................................................................................26

Add Data Field Screen ...................................................................................................26

Reports ..................................................................................................................................28

The Daily Reports Screen ..................................................................................................28

Outbound Report ............................................................................................................28

Inbound Report ...............................................................................................................29

Exports ..................................................................................................................................30

Exports List Screen ............................................................................................................30

Add Export .....................................................................................................................30

Show Inactive Exports ....................................................................................................32

View Export Screen ........................................................................................................33

Lead Post ..............................................................................................................................34

Lead Post Screen ..............................................................................................................34

Add Lead Post ................................................................................................................34

New Lead Post Screen ...................................................................................................35

Editing A Lead Post ........................................................................................................36

Lead Files ..............................................................................................................................37

Lead Files Screen ..............................................................................................................37

Upload Lead File ............................................................................................................37

Move to Bucket ...............................................................................................................41

Set Skill Level .................................................................................................................41

Pause Dialing .................................................................................................................41

Resume Dialing ..............................................................................................................41

Expire .............................................................................................................................41

Change Expiration ..........................................................................................................42

Edit .................................................................................................................................42

Export Lead ....................................................................................................................42

Viewing Leads ................................................................................................................43

Delete .............................................................................................................................43

Show Finalized/Expired Files ..........................................................................................43


Campaign Settings ................................................................................................................44

Campaign Setting Screen ..................................................................................................44

General Tab ...................................................................................................................44

Callback Tab ..................................................................................................................45

Voicemail Tab.................................................................................................................45

Queue Tab .....................................................................................................................46

Dialer Tab .......................................................................................................................46

Leads Tab ......................................................................................................................49

Schedule Tab .................................................................................................................50

Sounds Tab ....................................................................................................................50

Skills Tab ........................................................................................................................51

Recordings Tab ..............................................................................................................51

Edit Campaign Settings ........................................................................................................51


CALLSHAPER 1

Manual 2 – Creating A Campaign

In Manual 1, we set up your account by creating users,

team, DNC lists, Media Attributes, Scorecards, Sounds,

Hold Music and Phone Numbers. In Manual 2, we

will configure your first campaign.

Not only will we learn how to configure the campaign,

we will learn how to add, view and deactivate

campaigns, how to put campaigns in test mode and how

to pause campaigns allowing you to make the necessary

changes.

To prepare for this Manual, think about the following:

Do you want to receive daily reports for your individual campaigns? If yes, who should

receive them? Will you need to create a report specific to your clients or organizational

needs? If yes, how often will this report be run?

What type of sales (conversions) will be made on this campaign? Conversions are also

used when your campaign goal is met. Such as; gathering data or setting an appointment.

Do you want the agent to select the conversion, or do you want this conversion to be

automated?

What type of call results (dispositions) will be on this campaign? Your account does come

with “canned” dispositions such as dialer results, but you will need to add other typical

results you have seen regarding a campaign such as; not interested or wrong number.

What data entry (data fields) will the agents need to complete in the scripting?

Do you have lead files that will be upload or are you receiving real-time leads?

Do you want this campaign to have voicemail? If yes, do you want the agents to have their

own voicemail boxes or do you want all voicemails to go to a general e-mailbox?

Will the campaign be outbound, inbound or both? Will the inbound calls be treated different

than the outbound calls (different team, script, etc.)?

Will this campaign require multiple caller ID’s or inbound numbers?

What messages (sounds) will be included in this campaign for hold, abandon, closed, etc.?

What will the hours of operation be for this campaign?

How should my

campaign be

configured?


CALLSHAPER 2

Campaigns

A campaign is created to make outbound calls or receive inbound calls designed to sell a

specific product, service or business. They can also be used for fund-raising calls, as well as

calls for list updating, data collection, surveys or verification services.

Within your CallShaper account, you are not limited to the number of campaigns you can create

and each campaign can be configured differently.

The configuration includes:

A Caller ID and Inbound Numbers,

Voicemail designated to the general mailbox and/or the agents,

Scripts will provide the agent with the information needed to handle a call from hello to

goodbye (covered in Manual 3),

Data fields used to populate reports or scripting,

Conversions representing sales or a specific goal of the call,

Dispositions representing call results when a sale or goal is not achieved,

Lead files that are either uploaded or received as real-time leads,

Do not call lists that can be specific to a campaign or account,

How the queue behaves when it has reached its limits or is closed,

How often the leads are attempted,

The hours of operation,

What sounds are associated with the campaign,

Controlling when and who records the calls,

What restrictions are put on wrap-up, manual calls and callbacks, and

What dialer type is used to make calls and how many active calls can the dialer have

going at one time.

On the next page, you will find a New Campaign Checklist. This checklist is designed to assist

you while creating each campaign to ensure all topics mentioned above have been completed

or verified that they do not apply to the individual campaign.


CALLSHAPER 3

New Campaign Checklist

Campaign Information

Campaign Name:

Supervisor Assigned:

Team(s) Assigned:

Caller ID:

Inbound Number(s):

Campaign Schedule:

Checklist Create agents Agents are part of a team.

Create Team Teams are assigned to campaigns.

Phone number(s) purchased to be assigned to the campaign

Campaigns must have a caller ID and can have multiple inbound phone numbers.

Record Hold Music Not Required -This can be used for agents (during wrap-up and available status) and for customer/clients while they are waiting for an agent to answer.

Record sounds associated with the campaign

Only an abandon message is required for autodial campaigns - Sounds can include but are not limited to; intro message, closed message, abandon message, caller ID callback IVR message, disclosures or disclaimers.

Media Attributes Not Required - This can be used for reporting purposes and assigned per inbound number.

Caller ID Assigned

Assigned Inbound Numbers Each Inbound number can have its own script, media type, media partner, sounds, queue actions and skill levels assigned. It can be sent to one agent or restrict teams and have a billable duration programmed.


CALLSHAPER 4

New Campaign Checklist

Created Data Fields All Data fields completed by agents must be added. They can be inserted into a script and are reportable.

Created Dispositions Dispositions are used to describe specific call results.

Created Conversions Conversions are typically used for sales and specific call results that complete the goal of the call.

Completed Script(s) Separate scripts can be created for inbound and outbound.

Completed Campaign Setting – General Tab

Completed Campaign Setting – Callback Tab

Completed Campaign Setting – Voicemail Tab

Completed Campaign Setting – Queue Tab

Completed Campaign Setting – Dialer Tab

Completed Campaign Setting – Leads Tab

Completed Campaign Setting – Schedule Tab

Completed Campaign Setting – Sounds Tab

Completed Campaign Setting – Skills Tab

Completed Campaign Setting – Recordings Tab

Uploaded lead files or created lead post Only required for outbound autodialed campaigns.

Import DNC lists Not Required

Create Scorecard(s) for campaign Not Required

Voicemail Enabled Not Required

Turned On Daily Reports Not Required -You can have daily campaign reports sent by email for inbound and outbound calls to employees and/or clients.

Exports Report Not Required - Customizable reports that use information from the campaigns data fields.

This document can be found in the Help Center Library in the Campaigns section

titled “New Campaign Checklist”.


CALLSHAPER 5

Campaigns Screen

The Campaigns screen is where you will go to add campaigns, view existing active or inactive

campaigns, and edit the configuration settings of existing campaigns.

Buttons Section

Show Inactive Campaigns

When a campaign has been made inactive, it can be viewed but not reactivated. To see a list of

inactive campaigns or to view their settings, click the button.

If you are not currently calling on a campaign but plan to use it at a later date, do not

deactivate the campaign. Campaigns cannot be reactivated. If a campaign is

deactivated accidently, please contact Support.

Add Campaign

Before adding a campaign, think about the type of calls you will be taking and/or making.

Campaigns can be created using the Auto Dialer or the campaign can be manually dialed. To

add a campaign, click the button.


CALLSHAPER 6

Add Campaign Screen

When choosing whether the campaign type will be dialed manually or by the Auto Dialer, it is

important to understand the types of phone numbers you will be dialing.

Ask yourself:

Do the leads have wireless numbers or landlines? If your leads have wireless numbers, you

must have express consent.

Do you have express consent to call these numbers? If you do not, the lead cannot be

called by the Auto Dialer and you must use the Manual Dialer Only option. Please note, a

campaign cannot be switched from this mode to Auto Dialer mode.

If setting up a campaign to take incoming calls only, choose Auto Dialer Enabled.

Then when in the Campaign Configuration screen, you will pause the dialer to ensure

no outbound calls are made unless you resume the dialer. We will review this setting

later in this Manual.

Campaign List Section

This section contains a list of the campaigns created in your account. Each campaign will have

its own configuration settings. To view the campaign settings, click on the campaign name.


CALLSHAPER 7

Campaign Configuration Screen

This screen is where you will make all of the changes and adjustments to your campaign. In

addition to configuring your campaign, from this screen you can deactivate, change to test mode

and live mode, pause and resume dialing on a campaign

Warning Section

The warning section will provide detail of missing information or if a specific setting is stopping

the dialer from dialing on this campaign.

If a setting needs to be corrected,

click the “Fix this Problem” link to be

taken directly to that setting.

Campaign Stats and Dialer Information Section

This section will give you a high level overview of your campaign statistics and dialer information.

The campaign statistics will not change while you are on this page.


CALLSHAPER 8

Button Section

Pausing the Dialer

Using the button will stop the dialer form calling on the campaign and allow

you to focus on making changes, or have your team dial on a different campaign. Once paused,

the button will change to .

Pausing the campaign WILL NOT affect the scheduled callbacks for outbound

campaigns. IF your campaign is inbound only, pause the dialer so leads are not

contacted.

Options Button

The options button contains a drop-down list. In this list, you can deactivate

a campaign, switch to test mode and back to Live Mode.

Deactivate A Campaign

When a campaign is no longer being used, it is recommended the campaign be deactivated to

avoid any confusion. Before the campaign is deactivated, please understand this action cannot

be reversed and the teams and phone numbers will no longer be associated with that campaign.

To deactivate an existing campaign, click the options

button and choose Deactivate Campaign. The campaign

is now listed under .


CALLSHAPER 9

Switch to Test Mode

Before a campaign is run live, it is highly recommended the campaign is run in “test mode” first.

This will give you an opportunity to test the scripting (covered in Manual 3) and the campaign

settings. Most importantly, you can see the campaign from the agent’s perspective in the Agent

Application.

When you log into the Agent Application, all calls are simulated while you are in test mode. The

dialer will use the leads you have loaded into the campaign and simulate live calls. Although you

are NOT making live calls, you can view the script, choose dispositions and conversions (covered

later in this Manual). You can also see the simulated calls in the Call Search screen and view

reports based on your activity (covered in Manual 4).

To run a campaign in test mode, click the options button

and choose Switch to Test Mode.

Once you have tested the campaign, you can put the

campaign back into live mode by selecting the

button and choosing, Switch to Live Mode.

In this next section, we will review each configuration button separately.

We will not review them in the order they are listed.


CALLSHAPER 10

Configuration Section

The configuration section is where you will create and adjust the settings of your campaign. In

this section, there are a series of buttons. Each requires its own configuration based on the

needs of the campaign.

Callbacks

Callbacks are scheduled by the agent or manually added to the call

detail (covered in Manual 4). The callbacks button displays the

scheduled callbacks that have not been completed yet on this

campaign. The list will contain the time of next attempt, when the

callback was created, who scheduled the callback, the owner, the

leads name and the number of misses. The Callbacks screen will not

provide a history of scheduled callbacks.

Callbacks Screen

The scheduled callback settings will be covered in the Campaign Settings button

section of this Manual. This setting will determine the number of misses allowed

and the time between tries before the lead is put back into the regular dialer

rotation.


CALLSHAPER 11

Voicemail

Each campaign can have its own voicemail for incoming calls in

cases where an agent is not available to answer, the queue is

closed or maxed out (if programmed in the campaign settings).

Any messages left will be sent as a recording to each email address listed in the email

distribution field. If the agent extension mailboxes are enabled, the recording can go to the

email address of the agent and the Email Distribution list.

When you select the voicemail button, you will be asked to click the

button.

Enable Voicemail Screen

Once the voicemail has been set up, it can be edited by clicking the button or disabled

by clicking the button.


CALLSHAPER 12

Agent Skill Levels

Skill Levels are used to determine the priority of call types an agent

will receive. When an agent is added as a user, their Skill Level

defaults to the Skill Level of the campaign they are assigned to.

Agent Skill Level Screen

Click the link to change the skill level

from the drop-down list. Then click the

button to accept the changes.

The prioritization order is below:

If the campaign default is High, the agent prioritization is - High-Medium-Low

If the campaign default is Medium, the agent prioritization is - Medium-High-Low

If the campaign default is Low, the agent prioritization is - Low-Medium-High

Skill levels will NOT prevent an agent from taking calls on a campaign they are

assigned to.

https://callshaper.zendesk.com/hc/en-us/articles/215274728-Campaign-Skill-Setting


CALLSHAPER 13

Do Not Call

In the do not call (DNC) setting, you can change the campaigns

default DNC list, add DNC lists to the campaign and remove an

entire state/providence from your campaign.

Once changes have been saved, all leads (newly loaded and existing) in that campaign will be

scrubbed to ensure they are not on any of the campaigns DNC lists or in a state that should not

be called.

Adding a state to the do not call section DOES NOT add any of its phone numbers to a DNC

list. This setting simply tells the dialer not to choose a phone number from that state to call.

Do Not Call List Screen

All phone numbers placed on a DNC list or included in a DNC state, will show on

reports as “callable”. In reporting, callable only means that if there were no

restrictions on the campaign, this number could be called (covered in Manual 4).


CALLSHAPER 14

Inbound Numbers

In the inbound numbers setting, you can add new inbound numbers,

view and edit existing inbound numbers, move the number to a

different campaign, release and switch to Agent Delivery Mode or

Callback IVR Mode.

Inbound Number Screen

Buttons Section

Add Number

Once you click the button, you can select an unassigned number in your

account or purchase a new number by clicking the button.

Show Released

The button will show a list of released phone numbers. The only options

available with a released phone number are; View History and Switch to Callback IVR.


CALLSHAPER 15

Inbound Number List Section

This list will display the name, number, when the number was active, status, media partner and

media type. From here, you can edit the inbound number by selecting it. Editing an inbound

number will override the campaign default settings.

Once selected, the phone number will be in one of two modes. They are:

Callback IVR If the phone number is in callback IVR mode, the calls received to

this inbound phone number will NOT be queued for delivery to an

agent. The caller is presented with an IVR message and is given the

option to press 1 to be automatically added to the campaigns DNC

list.

You can by clicking the button.

Agent Delivery Mode If a phone number is in agent delivery mode, all of the calls received

to this phone number will be queued and delivered to an agent based

on the queue settings (covered in the campaign settings section) of

the campaign or the inbound number settings.

Active Record Screen

The Active Record screen will appear if the phone number is in agent delivery mode. It contains

three tabs; General, Sounds and Queue tab and two orange buttons; and the

drop-down.


CALLSHAPER 16

Edit Inbound Number

The button will allow you to make changes to the fields on all three tabs.

General Tab

In this tab, you can assign a

media type and partner, program

the number of seconds the call

must be before it is billable to

your client, determine if the calls

to this inbound number should

take priority, assign a skill level

(prioritization), assign a script,

determine if the caller should be

prompted to dial an extension, if

all of the calls should go to one

agent and if certain teams

should be restricted from taking

calls from this inbound number.

Sounds Tab

In this tab, you can change the

introductory message, closed

message and the hold music for

the inbound phone number.


CALLSHAPER 17

Queue Tab

In this tab, you can change

how the inbound call performs

if the queue is closed, hits its

queue limit, if the queue is

timed out or change the IVR

message.

Options Button

The options button drop-down has four options. If the inbound

number is also a caller ID, some options may not be available.

View History – This option will provide a history of when

changes were made to the inbound number.

Move To – Phone numbers that have been purchased on your account can be moved between

campaigns. Before choosing this option, understand that it may affect your media reporting and

inbound calls received, for the new and/or the old campaign the number was assigned to. This

option is not available if the number is also a caller ID.


CALLSHAPER 18

Release - When a phone number is no longer being used for a campaign, you can release it.

When a phone number is released, CallShaper will moved it over to the quarantine category for

15 days. After the 15 days have passed, the phone number will then be move to the

unassigned category where you can remove the phone number from your account or reassign it

to another campaign.

Switch to Callback IVR – If the phone number is in callback IVR mode, the calls received to

this inbound phone number will NOT be queued for delivery to an agent. The caller is

presented with an IVR message and is given the option to press 1 to be automatically added to

the campaigns DNC list.


CALLSHAPER 19

Caller ID

The caller ID is the phone number displayed to the lead before the

call is answered. A caller ID is assigned when a campaign is

created.

When using the Caller ID setting, you can change the default caller ID, change the caller ID per

attempt and purchase additional phone numbers.

Caller ID Screen

If the per attempt setting is enabled, the per attempt section will appear.


CALLSHAPER 20

Permissions

Users permissions can be edited or added to a campaign within the

user’s profile or by using the permissions button. Either option will

allow you to add or remove the user access to admin, reports, QA or

user admin on a specific campaign or at the account level.

Permissions are only assigned to users that should have access to the Supervisor

and/or the Manage Application.

Permissions Screen

The Permissions screen will display a list of users that have permissions in the campaign, their

email address and what permissions they have.

Edit Permissions

Select the user to edit their permissions. The Edit User Permissions window will open.


CALLSHAPER 21

In this window, you can change

the account level and the

campaign level permissions of

the user.

A user should only have permissions at one of the two levels.

Add User Permissions

To add permissions, click the button located at the top of the

Permissions screen. In this window, select a user from the drop-down list, then you will have

the same options as the edit user permissions window.

The next few sections are about preparing information that the agents will

need to complete the call. Turn the page and we will review data fields,

conversions and dispositions.


CALLSHAPER 22

Dispositions

Dispositions are descriptions of what happened on a call and if/when the

phone number will be redialed. Your account includes "required and un-

editable" dispositions. These dispositions are assigned by the dialer.

In addition to the required dispositions, customizable dispositions can be added to the campaign.

The disposition you create for a campaign tells CallShaper if the correct party was reached, who

can see the disposition, if the disposition completes the lead/number or when the next call should

be made.

Disposition Screen

The Disposition screen will provide a list of dispositions available in your campaign. From here,

you can add new dispositions, edit existing dispositions or view inactive dispositions

Button Section

Add Disposition

To add a disposition, click the button. The New Disposition screen will open.


CALLSHAPER 23

New Disposition Screen

The only editable

field in a required

disposition is the

client code.

Show Inactive

To view the list of inactive dispositions, click the button. The disposition can

be reactivated by selecting it, clicking the edit button and choosing “active” in the status field.

List of Dispositions Section

This section displays a list of the dispositions available in your campaign. To edit a disposition,

select it and click the button. The Edit Disposition screen will open with the

same options as the New Disposition screen.


CALLSHAPER 24

Conversions

Conversions represent a sale or a desired call result. Once created,

conversions can be automatically assigned through scripting, selected

by the agents during wrap up or, manually assigned to a call in the call

detail (covered in Manual 4).

The results of the conversions and their point values are reflected in the Top Ten Agents list in

both the Manage Site and the Agent Application.

Conversion Screen

The Conversion screen will provide a list of conversions available in your campaign along with

the detail of what they are being reported as (sales, downsell, nothing). From here, you can add

new conversions or edit existing conversions.

Buttons Section

Add Conversion

To add a conversion, click the button. The New Conversion screen will open.


CALLSHAPER 25

New Conversion Screen

The point value for each conversion is

optional. This is only used when you have

sales and downsells.

The point total will be reflected in the Top

Ten Lists in the Agent Application and the

Manage Application

Only Sales and Downsells

are reportable.

Show Inactive

To view the list of inactive conversions, click the button. The conversion can

be reactivated by selecting it, clicking the edit button and choosing “active” in the status field.

List of Conversions Section

This section provides a list of list of conversions available in your campaign. To edit a

conversion, select it and click the button. The Edit Conversion screen will

open with the same options as the New Conversion screen.


CALLSHAPER 26

Data Fields

Data fields are used to populate reports, and to gather data through

scripting. Each CallShaper account comes with basic data fields

specific to a lead. These data fields will have an * next to their name

and cannot be edited or removed.

Additional data fields can be added from lead files, or manually. Once Data fields are created,

they can be edited but they cannot be removed from a campaign.

Data Fields Screen

Buttons Section

Add Data Fields Screen

The Add Data Field screen will open. Complete all fields to ensure the agent has access to the

data field and they are using the correct format.

The validation options are:

Free-Form Text – The agent can freely type the information into the data field based on

the maximum length allowed.

Phone number – The validation for this field is a 10-digit number.

Email Address – The validation will check for the @ symbol and the .com, .org, etc.

Number – Choose; Decimal Places, Minimum Value and Maximum Value.


CALLSHAPER 27

Date – An example of this validation type is mm/dd/yyyy.

Time – An example of this

validation type is 16:21:32

Date & Time – An example of

this validation type is

3/14/2012 4:51pm.

Timestamp (ISO 8601) – An

example of this validation type

is 2014-06-30T15:00:00-0500.

Fixed Value List –Create a list

of options for the agent to

select during their call.

Regular Expression - This is a

sequence of characters that

define a search pattern based

on the maximum length

allowed and the Regex – A

perl-compatible regular

expression used to validate

data posted to this field.

List of Data Field Section

This section provides a list of data fields available in your campaign along with a description,

example and the data field type. To edit a data field, select it and click the

button. The Edit Data Field screen will open providing the same options as the New Data Field

screen.

Next we will review the reports that are specific to each campaign and sent

to a designated email distribution list.


CALLSHAPER 28

Reports

The Daily report is an automated report sent to designated email

addresses. It is a comprehensive overview of the campaigns inventory

(leads), sales (conversions), and performance activity as of the

previous days outbound and/or inbound calls.

The Daily Reports Screen

The daily report will be delivered to the recipients email each morning. The report is in Excel

format and will include the following tabs.

Outbound Report

Inventory Report tab – This report contains a list of lead files that have been uploaded to a

campaign and the status of those lead file. The details include: number of dials, calls

handled, contact, completes, sales, calls remaining, and penetration.

Sales tab – This report provides the information on all sales made (conversions labeled

sales) for the campaign. The details will include: the lead name, lead ID number, phone

number, date of sale, name of agent, media type and the type of sale made


CALLSHAPER 29

Downsells tab – This report has information on all downsells made (conversions labeled

downsells) on the campaign. The details will include: the lead name, lead ID number, phone

number, date of downsell, name of agent, the lead file and the type of downsell made.

Performance Report tab - Here you will see detail of the overall performance on the

campaign for each day of the current week, week to date, month to date and performance

to date. The performance report will specify the number of total hours, per hour stats,

conversion rate, penetration rate, totals of all conversion, dispositions, callbacks and total

dials.

Inbound Report

Performance Report tab - Here you will see detail of the overall performance on the

campaign for each day of the current week, week to date, month to date and performance

to date. The performance report will specify the number of total hours, per hour stats,

conversion rate, penetration rate, totals of all conversion, dispositions, callbacks and total

dials.

Timesplit tab – This report contains the call volume stats of a campaign in 30 minute

intervals. The details will include: the number of calls received, abandon, calls handled, the

average wait and talk time, sales and agent hours.

Media tab – This report offers details of calls received to a specific phone number normally

initiated from a TV, radio or print advertisement. The details will include: the calls received,

calls handled, abandon, wait time, talk time and how many of those calls were converted.

Sales tab – This report provides the information on all sales made (conversions labeled

sales) for the campaign. The details will include: the lead name, lead ID number, phone

number, date of sale, name of agent, media type and the type of sale made.

Downsells tab – This has information on all downsells made (conversions labeled

downsells) on the campaign. The details will include: the lead name, lead ID number, phone

number, date of downsell, name of agent, the lead file and the type of downsell made.


CALLSHAPER 30

Exports

The Exports report is a customizable report that is created by the

user. This report is populated using the data fields that have been

added to a campaign.

Users can create one or multiple reports per campaign and have it delivered to an FTP site or

by email. The report can be delivered on an hourly, daily, weekly or monthly basis at a specified

time of day.

In addition, the Exports report can be run on demand, edited, deactivated, reactivated and

recreated by a simple click of a button.

Exports List Screen

The Export List screen will display a list of all active Exports reports on that campaign. The

detail will include; the name of the report, the day(s) and time the report will be sent to the

recipients and the date of the last export.

Buttons Section

Add Export

Before adding an Exports report, make sure all of the data fields you intend to use have been

added to the campaign. To add an Exports report, click the button.


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General Tab

On this tab, you will

name the file, determine

the frequency (daily,

weekly, monthly and

hourly) and time of day

the report will be sent by

email or FTP to the

recipients.

Filters Tab


choose the time frame

reported and filter by no

filter (all calls),

conversion, disposition or

other.

Filtering by other will allow

you to choose the call

direction and queue results.

Format Tab

On this tab, you will choose

the file name and the format

of the report. To add a date

to the file name, refer to the

list of replacement values in

this image.

Use the .CSV extension to export the report in Excel. Otherwise when exporting,

you will be asked to choose a program to open the report and Excel is not listed as

an option. (example – ExportReport%m.csv).


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Columns Tab


select the data fields,

column headings and

the order the fields will

appear in the report.

Delivery Tab


determine who the

report will be sent to and

what delivery method

will be used.

The same replacement values used in the format tab (previous page) to display the

date can be used in the email subject field.

Show Inactive Exports

The screen will list all of the inactive Exports Reports for that

campaign. This screen will include the same detail as the Exports Report List Screen


CALLSHAPER 33

Report List Section

In the report list section, select an Exports report to edit, deactivate, run or see the report

history.

View Export Screen

The View Export screen will contain four orange buttons; , ,

and .

The button will open the Edit Exports screen which will have the same options as

the Add Exports screen.

The button will move the Exports report to the inactive exports reports list.

Once deactivated, you will have the option to .

The button will run the report on demand. The report will be sent directly to

the recipients on the distribution list.

The button will provide a list of each report that has been generated.

Individual reports can be downloaded using the button.

Are you curious how to get the lead information into your account? That’s

what is next.


CALLSHAPER 34

Lead Post

The lead post is used when receiving real-time lead information. For

example, if someone is putting their contact information into your or

your client’s website to be contacted, the lead post will send the lead

information directly to your outbound campaign so an agent can

contact them.

You can determine the frequency, skill level, expiration, data fields and how/if the real time data

is filtered. Once the parameters have been set, instructions are created and can be sent to your

client or IT department.

Lead Post Screen

Button Section

Add Lead Post

To add a new lead post, click the button. The New Lead Post screen will

open containing three tabs.


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New Lead Post Screen

General Tab

The general tab provides the file information

such as; lead ping, frequency, filtering

options, bucket placement, skill level, Caller

ID, expiration date, DNC scrub and file status.

Enabling Lead Ping will allow a

vendor to check your lead data

before posting new leads. The

details will be included in the

posting instructions.

Fields Tab

The fields tab is where you

choose or

to indicate which

fields of information will be

required.

Advanced Tab

The advanced tab is where

you can choose to split your

files by PubID, PubID and

SubID or do not split.

If you choose to split by

PubID or PubID and SubID,

you will be given additional

options to assign buckets and

skill assignments.


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Posting Instructions

Posting instructions and ping instructions (if enabled) are created and are ready to send to your

client or IT department. To access the instructions, click the button.

List of Lead Post Section

This section will display a list of the lead post that have been created on the campaign. The

detail will include the name of the lead post, frequency, post key and the bucket it has been

assigned to.

Editing A Lead Post

To edit a lead post or to review posting instructions, select the lead post. On the View Lead Post

screen, you will have two options; the button, which will give you the

posting instructions needed to send to your client or IT department and the

button, which will open the Edit Lead Post screen.


CALLSHAPER 37

Lead Files

Files containing lead information can be uploaded into your campaign

enabling your agents to make outbound calls using the autodialer.

Because each lead file is different depending on the needs of the campaign, the only

requirements are; all lead files must be in a .CSV format and include a column for the leads

phone number. If the file includes cell phone numbers, you must have a column for express

consent and one for inquiry date.

Lead Files Screen

The Lead Files Screen displays a list of the lead files uploaded into a campaign that have not

been finalized or expired. From this screen, you can get a quick view of the status, bucket

assignment, skill level, expiration date, net leads, callable leads and the number of dials for

each file.

Buttons Section

Upload Lead File

To upload a lead file into the campaign, click the button. Remember that

lead files must be in CSV format, include a phone number column and if the file contains cell

phone numbers, you must have a column for express consent and one for inquiry date.


CALLSHAPER 38

Before uploading a file, verify all data fields you would like available for scripting and

reporting purposes within the lead file have been created in the campaign first. If

you do not have a data field available to match the column to, the data in that

column will not upload.

The upload process will go through three screens, Upload File, Sample Results and the Lead

File Preview. When finished, an email will be sent to the person who uploaded the file.

Upload File Screen

In the Upload File screen, you will choose the file to upload, its expiration date, skill level, caller

ID and scrub options.

The duplicate scrub is only used to scrub against previous loaded lead files in the

campaign. The system will automatically scrub for duplicates within the same file.

If there is a need to have duplicates within the same file, they MUST be loaded as

separate lead files.


CALLSHAPER 39

Sample Results Screen

In the Sample Results screen, select the format of the file and choose the proper column

heading for each column using their drop-down lists. If you cannot find the matching header,

you can choose the <Ignore> option. CallShaper will NOT upload columns with <Ignore> as the

header. If the data in the column should be uploaded, you must create a data field before

uploading the lead file.

Lead File Preview Screen

In the Lead File Preview screen, verify the column headings match the data being uploaded.


CALLSHAPER 40

Email

Every time a lead file is uploaded into CallShaper, an

email titled Lead File Loaded –name of file, will be

sent to the user who uploaded the lead file.

The email will contain the Lead File Import Report,

detailing the number of original records, duplicates,

invalid numbers, scrubbed files, net loaded and

callable leads.

The email will also contain attachments showing you

the records that were not loaded because they were

duplicates, invalids, scrubbed and wireless.

Callable records are records that “could” be called if there were no restrictions set

up in the campaign. For example; if a lead is on a DNC list or in a state that you

have restricted from calling on in this campaign, they will show as callable.

Lead File Actions

Once a lead file has been loaded into CallShaper, changes

can be made from the lead file actions menu to the buckets,

skill level, file name, dialing status and expiration date. The

lead files can also be viewed, exported, expired and deleted.

To make changes to, view or export a lead file, select the

lead file, then the drop-down

menu.

Some options may not be available based on the files current status. In the menu

above, Resume Dialing and Change Expiration options are not available.


CALLSHAPER 41

Move to Bucket

During the upload process, the lead file is assigned to buckets 1-4. Each bucket is given a

calling percentage in the campaign settings (covered in the next section). The move to bucket

option will allow you to change the current bucket the lead file is assigned to.

Set Skill Level

During the upload process, the lead file can be assigned to a skill level. The skill levels are a

prioritization that will match the skill level of the lead file to the skill level of the agent.

Adjusting the skill level of the lead file does not stop an agent from taking or making calls from

that particular lead file. Setting the skill level only prioritizes who will get the calls first.

Pause Dialing

You can pause dialing on specific files when you want to stop using the file temporarily or

permanently.

Pausing the lead file WILL NOT affect the scheduled callbacks within the file.

Resume Dialing

The resume dialing option is used to START dialing on a new file, or used to resume dialing on

a paused file.

Expire

Lead files can be expired if the file is not performing or you no longer want to use the lead file.

Using this option will expire the file as of the day you perform this task. The file can then be

accessed using the button.

If you do not want the expiration date to be “today’s” date, choose the edit option in

the File Actions menu to manually input an expiration date.


CALLSHAPER 42

Change Expiration

The change expiration option is used when you want to reactivate a lead file that has been

expired or finalized. This task will move the file to the list. You may

have to select “resume dialing” to make the file active again.

Edit

In the Edit screen you can; change the

file name, expiration date, bucket, skill

level and the caller ID assigned to the

lead file.

Export Lead

Files that have been uploaded can be exported into Excel. This task is typically performed when

you need to upload the file into a different campaign or if you want to see the lead file with the

data fields completed.


CALLSHAPER 43

Viewing Leads

The view leads option will give you the opportunity to view and export the lead file. In addition,

you can access the Lead Detail screen (covered in Manual 4) where you can edit lead

information and schedule callbacks for individual leads.

When you choose view leads, you will see the list of individual leads in that file, the

drop-down and the button.

If you select the individual lead, the Lead Detail screen will open where you will see the

and the buttons.

We will review how to edit leads and schedule callbacks in Manual 4.

Delete

Lead files that have been expired or finalized, can be permanently deleted from a campaign.

Before you choose this option, please understand this action cannot be undone.

Show Finalized/Expired Files

Once files have been expired or finalized, they are moved to the

screen which displays the same detail as the Lead File screen.

The last section in this Manual is the campaign settings configuration

button. This setting is where you configure the settings for recordings, skill

set, sounds, schedule, leads, dialer, queue, voicemail, callbacks, wrap-up

and specify the script that will be used.


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Campaign Settings

The campaign settings will tell CallShaper how you want the

campaign to perform. There are ten different tabs within the

campaign settings that we will review individually.

Campaign Setting Screen

Tab Section

General Tab

The general tab is where you

name the campaign, conversion

and downsell labels, determine

the wrap up settings, assign a

script and input the cost of

agent per hour.


CALLSHAPER 45

Callback Tab

The callback tab tells CallShaper if callbacks are enabled on the campaign. If enabled; when,

how often and how many times the dialer will try a lead with a scheduled callback before putting

the lead back into the regular dialing rotation.

Voicemail Tab

The voicemail tab is where you choose whether or not to leave a voicemail when an answering

machine is detected.

This setting will also allow the agent to leave the recorded voicemail for calls that pass through

the answering machine detection.

If the proper voicemail recording is not available, see the instructions for Adding A

New Sound (Manual 1). To hear the voicemail recording, click the button.


CALLSHAPER 46

Queue Tab

The queue tab tells CallShaper

what actions to take when the

press 1 IVR is enabled, when

the queue is closed, the queue

has reached its max number of

calls and the length of time a

call is allowed to hold within a

queue.

Press 1 IVR Message - This

message is played to callers

after an intro message. This

message should instruct the

caller to press 1 to continue. If

they do not press 1, they will

timeout and be disconnected

in the specified time.

In this tab, there are fields that require sounds to be selected. If the sound is not

available, see instructions for Adding A New Sound. To hear a recorded sound on

this tab, click the button.

Dialer Tab

The dialer tab contains six different dialer setting. Each tells the dialer to perform in a specific

way. CallShaper recommends the Predictive Dialer Types for best results.


CALLSHAPER 47

Progressive Dialer Type

This dialer type is for large Call

Centers with little or no

downtime. This type allows

you to program the maximum

number of active calls, calls

per agent and new calls.

The speed of the dialer is

based on the average

availability of the agents and

the number of calls handled by

the dialer. This option has

settings for manual dialing, dial

timeout and answering

machine detection. Note: you

cannot control the abandon

rate with this option.

Preview Dialer Type

This dialer type allows the agent to review the lead information before the dialer connects the

call. The speed of the dialer is based on the on the average availability of the agents logged in.

This setting tells CallShaper what data fields the agent will see and how long the agent has to

review the lead information before the call is connected. This type allows for manual dials and

has a manual dial timeout setting that will place the agent back in the dialer queue.


CALLSHAPER 48

There are three types of Predictive dialing types. They are:

Predictive Dialer Type

This dialer type is the

recommended setting for

most Call Centers. This

setting will constantly adjust

based on the abandon rate,

max call settings, availability

of the agent and calls handled

by the dialer.

This option has settings for

manual dialing, dial timeout,

answering machine detection,

abandon rate (max 3%) and

max active calls.

Please refer to the TCPA Regulations and Guidelines regarding the abandon rate

limits using an auto-dialer for calling campaigns.

Predictive (Experimental) Dialer Type

This dialer type is recommended for campaigns with six or less agents logged in. This

option performs in the same manner and has the same settings as the Predictive dialer type.

Predictive (Experimental Y) Dialer Type

This dialer type focuses on the connection rate. This setting is recommended for campaigns

that have started with the Predictive Dialer type and have found an unusually high or low

connection rate and need to make adjustments. This option has the same settings as the

Predictive dialer type.


CALLSHAPER 49

Manual Dialer Type

This dialer type allows all dials to

be made manually by the

agents. The Manual Dialer

setting determines if the agent

will have inbound call screen-

pop enabled, the amount of time

the agent has to make an

outbound call and when the call

is considered a "no answer".

Leads Tab

The lead tab is where you select

the lead prioritization, max attempts

settings, calling times and the

buckets dialing patterns.

Dialing Pattern - This field tells

CallShaper what percentage of dials

to give each bucket (between 0-

100). When a lead file is uploaded,

it is assigned to a “bucket” (1-4). All

lead files for a campaign can be put

into the same bucket or separate

buckets.


CALLSHAPER 50

Schedule Tab

The schedule tab is used to

determine the hours CallShaper will

accept incoming calls to a

campaign, the hours an outbound

campaign is active and when

callbacks can be scheduled. The

schedule on this page is set to

Eastern Time Zone.

Inbound calls received outside of

this schedule will follow the queue

action closed setting in the

campaign settings – queue tab.

Manual dialed calls are not

restricted by this setting.

Sounds Tab

The sound tab is used to add hold

music and recorded messages to a

campaign. Each field contains a

drop-down list of the sounds that

have been uploaded or recorded in

your Sounds Library. If the sound

is not available, see instructions for

Adding A New Sound.

To hear a recorded message on

this tab, click the button.

Caller ID Callback IVR Message - This sound is played to all calls received on the

Caller ID number. This message is played after the introduction message. The

purpose of the IVR message is add an additional message to the callers who dial the

caller ID inbound number directly.


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Skills Tab

The skills tab is used

to prioritize the skill level of an

agent with the skill level specific

to a campaign. An agent who

has a personal skill level of

default, will receive the skill level

setting of the campaign they are

assigned to.

The skill level setting will not stop

agents from making or receiving

calls on a campaign, regardless

of their personal skill level setting.

The skill level only sets the

prioritization of how the calls will

be routed to agents.

See Skill Level section for prioritization order

Recordings Tab

The recordings tab is used to tell

CallShaper whether or not the calls for

a campaign will or will not be recorded

and if an agent will have the ability to

mute a call recording in the Agent

Application.

Edit Campaign Settings

To make changes to any of the settings, click the button.


CALLSHAPER 52

Notes


CALLSHAPER 53

callshaper outbound software manual 2 - creating a campaign

Software