DOES THE PHONE NUMBER
NEED TO BE IN THE FIRST COLUMN WHEN UPLOADING FILES? - Short answer is
NO. When uploading numbers, the system will display a table where you need
to "map" the columns. Simply click on the "Lead Phone" on the left side, it
will turn green. Then find the column that your numbers are in and
click on the column header. The column will turn green. Now
click on the "Extern ID" on the left side, and then click on the Phone
Number column again causing it to turn green. Finally, click Next to process
your upload. Be sure to watch the How-To-Upload Your List video above
for further clarification.
MY CAMPAIGN DOES NOT
APPEAR TO BE RUNNING, WHY? A few things can lead to this issue.
Sometimes it's just a matter of refreshing your browser or logging out and
back in again. Another common issue is that there are no leads in the Time
Zone that you are currently dialing. You may view the Time Zone your
leads are in by clicking on Phone List (left side) and then double clicking
on your lead list name. This will open a detailed view, showing the
remaining leads in each Time Zone. Also, please see the Tip below
titled My Campaign Shows No Leads Even Though It Is Running, Why?
COMMON MISTAKE WITH
CAMPAIGNS - Creating a new campaign each time you want to dial.
Your campaign should be used as a "shell" that is controlled by the schedule
and settings tab within the campaign. Typically only a few specific
campaigns are needed. (Examples: Live Answer only; Live and Answer Machine;
Follow Up to a targeted group.) Creating multiple campaigns fragments
your dialing history, making it very difficult to create a re-hash. It also
clogs your Campaign Manager with numerous campaigns that serve no purpose
after the campaign is finished.
MY RINGLESS VOICEMAIL
WILL NOT RUN OR STOPS AFTER STARTING. WHY? This is a known bug
with the audio file name assigned to your campaign. The file name needs to
have no spaces. (Example: my_audio_file.mp3 NOT my audio
file.mp3.) If you discover your campaign not running, check the audio file
name. If it has spaces, upload another one with no spaces in the file
name. Pause the campaign and assign the newly uploaded audio. When you
restart your campaign, it should run normally. We suggest deleting the
original audio file. If you are thinking, why not just rename the file with
no spaces? We have found that renaming the file typically does not
correct this issue.
CALLER ID -
I want to use another phone number for Caller ID, however I don't see a way
to select or enter a number from the campaign setting tab. Why not?
You need to add the number to your system by clicking on the Caller ID (left side) and then click on the NEW Caller ID
button (upper right). Enter the number and a very clear description of
what the number is. Now from your campaign setting area you will see
your number to select when clicking on the Caller ID Link in the additional
settings area within the settings tab.
RINGLESS VOICE MAIL -
When I try to assign a Phone List to my RVM Campaign within the Ringless
VM area (left side) under the Phone List Tab (tabs within Ringless Voicemail
Configuration), my list does not appear. Why not? The most
likely cause is that you failed to select RVM from the Suppress Cell Phones
DROP DOWN when uploading your phone list. If your account is RVM
enabled, you will see three items in this dropdown. (Yes, No and RVM)
Be sure to select RVM when creating a new phone list that you want to access
from your Ringless VM area.
VERY IMPORTANT USEFUL
TIP - New customers to Dialer Central should do test call from all of
their campaigns. When the call comes in, answer (say hello) and then listen
to the audio. Press ONE to hear the transfer process. Listen to the
audio that is played when transferred. Leave yourself a message and then
check your email. Also log into your 800Link account to view the
reports and messages areas. This will help you understand the process while
testing the entire process. Complete a test call for every campaign you have
setup in your Dialer Central account. A good rule of thumb is to always run
a test all anytime you make any changes on your dialer campaign or in your
CREATING NEW CAMPAIGNS
- A quick way to create a new campaign is to Clone an existing one that
is similar to the new campaign you want to create. Then rename the cloned
campaign and make changes to the caller ID number. It you need to change the
Transfer To Number please call us for help. The transfer to number requires
special coding for your Instant Transfer feature. To clone a campaign, use
the Clone Button in the upper right corner of the setting tab within the
campaign you want to clone.
DIALED CAMPAIGNS - When creating a rehash list for redialing, it is best
to clone your main campaign and rename it by adding "REHASH TOOL" to the
beginning of the campaign name. Then use the the rehash tool for dialing
lists created from your main campaign. This keeps your main campaign clear
of dialing history that could otherwise become troublesome when running
rehash lists through you main campaign. Using this method keeps your main
campaign history of only new lists that you place into your main campaign.
This also avoids the chance of a compound rehash. (redial leads that were
previously rehashed). It is best to wait 60 to 90 days before doing a
INSIDE TIP FOR
TARGETING PRIOR PRESS ONE's - After you have a long history of dialing
from your main campaign, you may want to create a rehash of only your press
one's. View the rehash video on this How-To Video page to learn how this is
DETERMINE NUMBER OF
CALLS THAT WILL BE DIALED (Live Answer Only) - Also known as dialing
speed. The number of calls made depends on the Max
Ports set under the Settings Tab in your Campaign Configuration and how many
hours the campaign will dial. We have found that Max Ports set at 10 for ONE
Hour averages 850 dialed calls when dialing Live Answer only campaigns with
the ring time set to 25 seconds. This information provides you with a
basis or formula to calculate your approximate dial spend based on total
hours dialed and max ports. When calculating campaigns that are set
"Relative To Lead", keep in mind that the hours dialed will be four times
the number of hours you have scheduled. When you select a specific Time Zone
for a campaign, the dialed hours will be the actual hours you have selected.
Here's a formula that you may find useful. # of Ports (divided by) 10
(times) 850 (times) total number of campaign hours (equals) approximate
number of leads that will be dialed. Example: 30 / 10 = 3 x 850 =
2,550 x 4 hours = 10,200 Dialed Leads. NOTE: RVM works the same way,
except the factor is 350 per 10 ports.
HOW DO I DETERMINE THE
RVM MESSAGE DROP SPEED? RVM uses the same logic as the
previous tip. The only difference is a lower rate per hour of 350 with
10 ports. Example: (Assuming you want to deliver 3,000 messages during
a lunch hour campaign relative to lead.) The campaign will run for 4
hours (1 hour in each time zone). 3,000 leads divided by 4 hours = 750
per hour (number per hour to deliver 3k in 4 hours) divided by 350 =
2.14. (Move decimal one place to the right) = 21 ports.
I CAN'T SEE MY
CAMPAIGN DETAILS, WHY? - When clicking on Campaigns on the left side of
your control center, you may see a "list view" of your campaigns. Simply
double click on the campaign anyplace in the row displaying your campaign.
In addition to campaigns, the top four items in your control center work the
same way. (Audio, Caller ID's, Phone Lists and Schedules) Anytime you
see the List View, just double click on the item you would like to view.
Anytime you want to return to the "list view", just click the Back Button in
the upper right area of your control center. (Not the back button on your
RECEIVING ERROR WHEN UPLOADING LEADS /
Phone Lists -
If you receive an error dialogue when uploading your csv lead data file,
rename the file name with NO SPACES in the file name. This will eliminate
the error. Most of the time, file names with spaces in them will upload
without an error. However, on occasion file names with spaces will create a pop
up error dialogue box. Sometimes, logging out and back in will eliminate the
error. This is a known issue that is seldom encountered.
PLACING TEST CALLS -
AUDIO DOES NOT PLAY - WHY? - When placing test calls, be sure to
say hello when answering the call so the system detects that you are a "Live
Answer". After the Live Answer audio begins to play, press one to
insure that the call connects to the correct number at 800Link playing the
audio you want played when people press one.
WITHIN A CAMPAIGN - When choosing a Schedule from the Schedule Tab
within your Campaign, you may select from a list of previously created
schedules (lunch hour, drive time, etc...) OR you may create a Custom
Schedule "on the fly" by clicking the Custom Check Box. After clicking
the Custom Check Box you may adjust the schedule as needed by De-Selecting the days not needed and moving
the sliders to accommodate the start and stop times for your campaign.
This is not saved in the Pre-Defined Schedules area. It will only apply to this
campaign. (See Next Tip)
- The system allows you to save pre-defined schedules in the Schedules area
(left menu). When scheduling a campaign you may select a pre-defined
schedule. (lunch hour, drive time, etc...) What you don't want to
do is select a pre-defined schedule and then adjust the days and times
as this will change the global pre-defined schedule that you selected.
If you want a schedule that is not in your pre-defined schedules, click on
the Custom Check Box and create a custom schedule. (See Prior Tip) You
may create pre-defined schedules from the Schedules on the left menu.
Pre-Defined schedules are handy for often used time frames. (lunch hour,
drive time, etc...)
CREATING NEW CAMPAIGNS
- Rather than creating a new campaign from scratch, consider Cloning an
existing one that is similar to the new one you want to create and then
renaming it. Be sure to change caller ID under the setting tab and
Transfer To number under the survey tab if necessary. (When changing the
Transfer To Number, please call us to reinstall your Instant Transfer -
Don't skip this step)
CONFUSION - Some people think that they need to create a new campaign
every time they want to run a broadcast. The confusion typically comes from
other dialer interfaces they became accustomed to. With Dialer
Central, think of the campaign as a shell that is powered by four elements
(audios, caller ID, phone lists and schedule). Simply associate the
elements to the campaign using the campaign tabs. Then select the date
range (typically the same date) and select Active from the campaign state
drop down. After the campaign runs, simply ad leads to your phone list and
reschedule for the next run.
TO LEAD AND TIME ZONE SCHEDULING - If you want to dial during a specific
time frame in a specific time zone (Example: 12 to 1 pm Mountain), your
campaign will dial ALL time zones during that hour regardless of your
current time. When you select the campaign schedule time "Relative To Lead" the
system will determine the time zone of the lead based on the area code and
prefix of the phone number.
The system will then dial those leads during the scheduled time in each time
zone, regardless of what time it is in other time zones. i.e. Lunch Hour (12
to 1) will start on the East Coast at noon and dial for one hour, stopping
at 1 pm Eastern Time and then start in the Central time zone at noon. It will dial
for one hour, stopping at 1 pm Central Time and start dialing in the Mountain
at noon. At 1 pm Mountain Time it will stop dialing and start at noon
PacificTime, finishing at 1 pm Pacific Time. This process will take 4 hours to dial across all four time
zones, assuming you are running a one hour campaign..
MY CAMPAIGN SHOWS NO
LEADS EVEN THOUGH IT IS RUNNING, WHY? - If you are running a Relative To
Lead campaign, the dialer moves across the time zones from East to West.
Let's say in this example you have a small number of leads in Mountain Time
Zone. When the dialer starts dialing in Mountain it will run out of leads in
the Mountain Time Zone
prior to moving on to Pacific Time. Your campaign will show No Leads until
the time to start dialing in Pacific Time occurs. Keep in mind that your
anticipated number of calls made will be lower over the entire campaign if
one or more
time zones runs out of leads during the campaign.
HOW DO I ADD NUMBERS
TO THE SYSTEM WIDE DNC? - If you have a hostile or irate person
requesting removal, you may want to add them to the system wide DNC. We
encourage this to help everyone that uses Dialer Central. (Similar to
flashing your head lights to tip off oncoming motorists of a speed trap
ahead.) Here's how... On Dialer Central's home page near the bottom of the
page just above the large image you will see green text that reads "Submit
Number to System Wide DNC Database CLICK HERE". Just click on that
link to open a form allowing you to enter the number and reason. The number
will be added to our master DNC database preventing anyone on the system
from loading that number into their phone list for dialing. You may also
HERE to add a number.
I PURCHASED MINUTES,
HOWEVER NOTICED DOLLARS ADDED IS A LITTLE LESS, WHY? - When your dialer
runs out of funds we don't cut off calls in progress which will result in a
small negative balance in your account. When we deposit your purchased
minutes that negative balance results in a slightly smaller amount showing
in your account balance. You have received full value from all monies deposited
due to the overrun on minutes when a balance reaches zero.
LEADS - IS THERE A WAY TO KEEP FROM REHASHING PREVIOUSLY REHASHED LEADS
(Compound Rehashing)? Yes there are a couple of ways. One way
would be to keep track of the dates that you run each rehash within your
campaign and then avoiding those time frames when creating your rehash lists
for dialing. This can become very cumbersome over time. Another way is
to use a separate cloned campaign that is only used for rehashing. Only use
your main campaign for new leads being dialed. For details on this, review
the rehash video page above or
HERE. The third video on the page covers this during the second half of
the video. This topic is also covered in this Tips Section above under
the title REHASHING PREVIOUSLY DIALED CAMPAIGNS.