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Getting Started - How-To Video 1 of 4
Line: Intro 0:00 to 0:10 - Login 0:10 to 0:28 -
Dialer Overview 0:28 to 1:04 - Audios 1:04 to 2:00 -
Caller ID 2:01 to 2:43 - Schedules 2:54 to 5:17 -
DNC Manager 5:40 to 8:14
Getting Started - How-To Video 2 of 4
Line: Create Campaigns 0:28 to 5:40 - General Settings 5:44
to 6:04 - Schedule Settings 6:05 to 6:12 -
Survey Questions & Instant Transfer Setup 6:18 to 8:06
NOTE: Please DO NOT
Create Campaigns Without Help - Call support at 303-322-1234 Option 3
Getting Started - How-To Video 3 of 4
Line: Starting/Stopping Campaigns 0:59 to 1:50 -
1:51 to 3:10 Dialing Speed, Ring Duration, Maximum Passes - 3:12
to 4:24 Watching Campaigns - Stats & Reports 4:25 to
7:51 - Assigning Uploaded Phone Lists to a Campaign 7:58 to 8:50
Getting Started - How-To Video 4 of 4
Line: Intro for this video 0:00 to 0:32 - Test Call
0:34 to 2:09 - Stats & Reporting Review 2:10 to 3:29 -
Call Recordings 3:30 to 4:20 - Quick Overall Recap 4:20 to 8:10
How-To Upload Your List
Line: Upload Phone
Lists 0:45 to 4:25 -
Assigning Leads to a Campaign 4:27 to 7:55
Number Management - Private Customer Only Area
Must be active customer for access - Call Support at
303-322-1234 Option 3
How-To Rehash (Recycle) Your Leads Within Campaigns
Review the Voice Broadcast Quick Start Guide (PDF Section Below)
Then view the videos while referring to the Quick Start Guide
Helpful Tips That You Don't Want To Not Be Aware Of - Please Review Them
1 - Got Money? Look in the upper right area of your admin
area. You will see a white box with your current balance and remaining
minutes. The number to the right is the number of minutes you have
2 - Got Leads? Click on the link located on the left side of
your screen titled Phone List. This will bring up your
library of phone lists that have been uploaded to your account.
Your phone list details will be displayed, similar to this
example. Viewing the Remaining Column indicates the number
of leads you have left. TIP: Double Click anyplace on the
lead list row to view the remaining leads in each time zone. Very
useful tip that you will likely want to use for tip number 7
3 - Did you set the current date for your campaign? On
the left side, click on Campaigns. This will open a list of your campaigns.
If you don't see a list view of your campaigns, click on the Back Button
(upper right) next to the Save and Test buttons. When you see your campaign
list, Double Click on your campaign name. All remaining items in this
check list will be checked from the TABS within the campaign.
In the Settings tab you will see the Start Date and End Date. We
suggest always scheduling your Start and End on the same date. As long as
the date is the current date, this check list item is complete. If the dates
are in the past or future, that would be the reason you campaign is not
running or failed to run.
4 - Did you Activate your campaign? Just above the date
area within the Settings Tab you will see a drop down that shows Active or
Paused. If it's not on Active, your campaign will not run. Use
the down arrow to select Active if it's not already set to Active.
Conversely you may select Paused to stop your campaign without changing
other settings. It's like a light switch, on or off.
5 - Did you select a schedule that is in the time frame that you
have leads in? Example: If you have all Pacific leads and you are
trying to run a lunch campaign when it's noon on the East Coast, your dialer
will not run because there are no leads in the Eastern Time Zone. However
when it becomes noon in the Pacific Time Zone, your campaign will run. This
assumes you are running a Relative to Lead schedule which most people do,
allowing them to target prospects during times when they are most likely
able to receive and accept calls. For example: Lunch Hour, Drive Time or
6 - Did you assign your Phone List to your campaign? In
the Phone List TAB within your campaign (NOT the Phone List link on left side) you will see your
assigned phone lists. In the image below you see two lists assigned.
One with 55,635 leads and the other with 99 leads. To Assign
Phone Lists, Click on the BLUE Assign Phone List link at the right corner of
the table. A list of available Phone Lists with the number of remaining
leads in the list will appear. Check the box next to the one(s) you want to
assign and Click on the Save Button.
7 - Are there Phone Lists currently available in the Time Zone
that your dialer is currently scheduled to run? Example your
dialer stopped running at 1 PM Central Time during a Lunch Hour campaign. In
the image below, you will see that there are no leads in any time zones West
of the Central Time Zone. There are only leads in Eastern and Central.
In this example your dialer will stop dialing and show "No Leads". You
are thinking that you have leads, which you do, however there are NO Leads
in the current time zone assigned within your chosen schedule. TIP:
From item 2 above. While viewing your Phone Lists (left side links)
you may double click on a phone list to see how many numbers are remaining
in each time zone. Image below shows only Eastern and Central.
8 - Is there a quick way to see if my dialer is running?
Yes, just click on the box to the left of your money box. This will often
wake up the reporting between your browser and our reporting server. You
should see the Ports, Ringing, Conn, Xfer, Calls and Minutes. The
number below each header represents your current dialer activity. The
image below shows all zeros because the dialer is not running. If you
see all zeros, click on the box to determine if your dialer is running. If
it's not running, you will likely find the cause by going through the eight
items in this checklist. (Hint: Go back to item one and go through this
checklist) After using this checklist a couple of times, you will
quickly learn what to look for when your dialer is not running.
9 - Did you save your changes? If you make changes to
your campaign and forget to click on the Save Button, your changes
are not saved. A common mistake is switching from Paused to
Active on the settings tab in the campaign without savings. To
their surprise they later discover that the campaign is paused.
Always click on the Save Button after making changes to your
campaigns. (Save is in upper right of campaign configuration
window, third button from the left)
RESPONSE RATE HAS BEEN DROPPING OVER TIME FOR NO APPARENT REASON, WHY?
Beyond the normal items to consider such as leads, audios, time of day, day
of week and events that distract people such as (major sports events,
elections, massive weather events and big news items) you need to consider
your Caller ID Number. Do a search on Google to see if it is appearing
on sites that catalogue phone number call complaints. (a.k.a. Phone Number
SPAM) If you find complaints on your number, you need to obtain a new
one. (ONLY the Caller ID Number). No need to change other
numbers associated with your campaign(s). After obtaining a new
number, call support and we will update your dialer with your new number.
It's a good idea to keep your old number for a few weeks to receive delayed
call backs. TIP: Do a Google search on the new number before you
purchase it to ensure that it does not have a bad history from the previous
I WANT TO CREATE MY
OWN CAMPAIGN, IS THAT OK?
Short Answer is NO, ask for help - Please DO NOT build campaigns
without calling for help. More often than not, self created campaigns are
setup incorrectly causing lost opportunities, wasted time and money. If you
must create a campaign, call us to look it over and do a test call prior to
using the campaign.
WHEN I DO A TEST
CALL, PRESSING ONE DOES NOT DO ANYTHING, WHY?
The most likely cause is because an audio has been placed in the Pre-Survey
Msg area within the Settings TAB of your campaign. NEVER place audios in
the Pre-Survey Msg area of your campaign. Audios for Live Answer
belong in the Survey Questions TAB area of your campaign. The Survey
Questions area allows the system to hear touch tones, responding to the
digits pressed. (Press ONE Transfer or Press NINE Remove for example.)
The Pre-Survey Msg area does not detect or respond to touch tone digits
pressed. Best practice is to NOT create campaigns on your own.
Call customer support for assistance with creating campaigns. Always
do a test call on newly created campaigns, including saying hello, and then
pressing digit one to ensure that the campaign is functioning properly.
NEVER Place Audios in the
Pre-Survey Msg area
I'M TRYING TO DELETE A
SCHEDULE OR MAKE CHANGES WHEN ALL OF A SUDDEN MY CAMPAIGN IS GONE. WHAT
HAPPENED? The simple answer is that you deleted your campaign,
thinking you were making changes to something else. If you ever see a pop-up
like the one shown below. DO NOT Click on Yes. Click on NO and then
call support for assistance with what you are trying to do. Notice it
says "This CANNOT be undone" which should stop people from clicking yes.
Unfortunately, people tend to click on yes anyway. Deleting
campaigns removes all your dialing history for that campaign. When your
campaign history is lost, your ability to create a rehash list is lost. Plus
someone needs to recreate the campaign. Please don't create campaigns on
your own. Call support for assistance.
If you see this dialogue in your
dialer - Click NO and call support for assistance
MY DIALER HAS BEEN
STOPPED BY DIALER CENTRAL SUPPORT, WHY? The most common reason for your
dialer being stopped or shut down by our support staff is because of invalid
campaign setups. This causes issues with our carriers and does not conform
with our Terms of Service. If you feel you have a need to create a campaign,
it is best to call in for assistance. Please do not create new campaigns
without guidance. Failing to get the campaign created and functioning
properly could result in your account being temporarily suspended.
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?
Refer to the first TIP in this tips section for an eight point check list to
trouble shoot a campaign not running issue.
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. Best practice is to NOT create
campaigns without calling customer support for guidance.
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. Remember, do not create new campaigns for each
schedule you want to run. Use the schedule TAB within your original campaign
to set a schedule. Change the date within the Settings TAB.
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) - (This is a long tip,
however well worth the time to read and understand.) Number of calls
dialed, is 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 1 for ONE
Hour averages 85 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.
You can back into the equation to determine how many ports to set within
your settings tab. Here's the formula:
||Take the number of leads you want to dial and divide that by the total
number of hours that the campaign will run.
Remember, Relative To Leads dialing will dial in each time zone. For example
Lunch would be 1 hour, however across 4 time zones will actually dial 4
hours. (Assuming you have leads in all 4 time zones.)
Number of Leads divided by the total hours to run (example 4). Then divide
that number by 85. The resulting answer would be the number of ports to set
your dialer at. In the examples below, let's assume you want to dial 10,000
10,000 / 4 = 2,500 (10,000 is number of leads - 4 is total hours of
dialing time - 2,500 actual number of calls per hour)
Next Step is to divide 85 into the number of calls per hour.
2,500 divided by 85 = 29.41 (29.41 is the number of ports to dial
10,000 leads in 4 hours of dialing time based on a 1 hour campaign Relative
to Lead across 4 time zones.) You would likely set your ports to 30 in
NOTE: Max Transfer Ports should be left at 4 to 6 ports. (Set it a leave it
at 4 to 6, no matter how many transfer ports you are using.) This will
ensure that your transfers process properly. Higher port levels often
lads to failed transfers. Especially during high traffic dial times.
Another common question is: How many calls per hour am I dialing?
Simple math to calculate the answer. Number of ports times 85 equals
total number of calls per hour. (ports x 85 = Calls Per Hour)
Example: 80 ports will dial 6,800 calls per hour. (80 X 85 = 6,800)
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 35 calls
(drops) per hour. Just use the formulas in the above tip, replacing 85
with 35 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.
Voice Broadcast Quick Start Guide
List Rehash (Redial) Guide
Survey Creation Guide
Create Caller ID For Your Account
Upload Your List (Leads)
Setup a Press One Campaign
Record Audios Over The Phone
Upload An Audio File
How-To Create a Voice Broadcast
Schedule Your Campaigns
How-To Setup A
Work With Your Account DNC Manager
Setup a Ringless Voicemail Campaign