WorldSmart - Caster Dialer for Salesforce -Admin Guide-
Transcription
WorldSmart - Caster Dialer for Salesforce -Admin Guide-
WorldSmart - Caster Dialer for Salesforce -Admin GuideINTRODUCTION.................................................................................................................................................. 3 SETTING UP WORLDSMART ‐ CASTER ................................................................................................................. 4 PURCHASING / MANAGING SEATS IN WORLDSMART ......................................................................................... 4 CREATING WORLDSMART USERS ........................................................................................................................ 5 PURCHASING PHONE NUMBERS ......................................................................................................................... 6 SETTING UP WORLDSMART ‐ CASTER FOR EXISTING WORLDSMART ACCOUNTS ................................................. 7 PURCHASING WORLDSMART ‐ CASTER LICENSES ................................................................................................ 8 MANAGE WORLDSMART ‐ CASTER DIALER LICENSE ............................................................................................ 9 INSTALLING THE APPEXCHANGE INSTALLER FOR WORLDSMART ‐ CASTER ......................................................... 10 ENABLING THE CAMPAIGNS TAB ....................................................................................................................... 12 CUSTOMIZING CAMPAIGNS PAGE LAYOUT ........................................................................................................ 13 CUSTOM S‐CONTROL ................................................................................................................................................... 16 CREATING CUSTOM FIELDS ............................................................................................................................................ 16 CREATING DISPOSITION FIELD ........................................................................................................................................ 17 ADDING LEADS TO CAMPAIGNS ........................................................................................................................ 18 MARKETING USERS ........................................................................................................................................... 18 CREATING CAMPAIGNS ..................................................................................................................................... 19 RUNNING A CAMPAIGN .................................................................................................................................... 20 WORLDSMART ‐ CASTER CONNECT .................................................................................................................... 20 IP CONNECT ............................................................................................................................................................... 20 LOCAL CONNECT ......................................................................................................................................................... 20 TOLL‐FREE CONNECT.................................................................................................................................................... 21 ACTIVATING CAMPAIGN FROM WORLDSMART ‐ CASTER DIALER (SALESFORCE DASHBOARD) ............................ 21 SOME FUNCTIONS DURING A CAMPAIGN .......................................................................................................... 23 CALL TRANSFER OPTIONS DURING A CAMPAIGN ................................................................................................................ 23 CALL ENDING OPTIONS ................................................................................................................................................. 23 PAUSING A CAMPAIGN ................................................................................................................................................. 23 CAMPAIGN ENDING OPTIONS ......................................................................................................................................... 23 VIEW WORLDSMART ‐ CASTER AGENTS FROM THE DASHBOARD ....................................................................... 24 SUPERVISOR STATUS: ................................................................................................................................................... 24 HOW TO SUPERVISE A CAMPAIGN ................................................................................................................................... 25 REPORTS ........................................................................................................................................................... 25 INBOUND REPORTS ...................................................................................................................................................... 25 OUTBOUND REPORTS ................................................................................................................................................... 26 SUPPORT INFORMATION................................................................................................................................... 26 Introduction For sales and marketing oriented businesses or for businesses that undertake significant sales projects, the ability to call large volumes of phone numbers conveniently is very important. Typically, running a telephone based sales campaign involves preparing a list of people to call, distributing the numbers thus selected to a number of sales / marketing teams, and collecting independent reports from all marketing users / teams, and putting them together. Further complications arise with the prospect of some potential clients scheduling a call for another day or even month, the risk of such people being called by more than one sales person (resulting in the waste of a valuable resource—time—as well as adding to the overall cost of the campaign and possibly annoying the potential customer). With such manually administered campaigns, generating accurate reports that keep track of the overall cost of the campaign, of cost per sale / cost per agent also becomes impossibly complicated, as it involves putting a lot scattered data in a single place, and then spending time to make sense of it. For sales oriented businesses, this is not a very efficient way of functioning. Even for businesses that are not sales oriented, but take short term sales projects as necessary, the effort required to set up, run, and track a campaign is often too daunting to be worth the expenditure in terms of time and resources. The WorldSmart - Caster application by WorldSmart solves all telephone campaign related difficulties for businesses of any size, at the same time making much more possible. This guide provides detailed instructions regarding this feature, including: • What is WorldSmart - Caster and how to get it • How to set up campaigns using WorldSmart - Caster • How campaigns are actually run • What reports you can view The WorldSmart - Caster application by WorldSmart runs large scale telephone campaigns and also allows you to track them. WorldSmart - Caster has been designed to work with Salesforce, combining the power of telecom and CRM. To use WorldSmart - Caster, you need to have an Enterprise account with Salesforce, as well as well as an account with WorldSmart. • For more information regarding http://www.salesforce.com getting an account with Salesforce, please see • To learn more about WorldSmart and setting an account with WorldSmart, please see http://central.wspbx.com/index.jsp To start using WorldSmart - Caster you first go to Salesforce to set up a campaign (selecting leads/phone numbers to call and assigning marketing users to make the calls). Then you use the WorldSmart - Caster Dialer available from WorldSmart to actually run the campaign i.e. make all calls as specified. In very simple terms, your CRM (Customer Relationship Management) tool Salesforce provides all the data — people to call, their phone numbers, etc.—while the WorldSmart - Caster Connect from WorldSmart actually makes the calls, and connects users as specified in quick succession, automatically. To set up a campaign, you need Salesforce, while to run the campaign by making phone calls, you need WorldSmart. WorldSmart - Caster does not need deployment of any complex VoIP technology: a standard Internet connection in your office that will allow you to access the Salesforce and WorldSmart dashboards is quite sufficient. Nevertheless, WorldSmart - Caster also works with VoIP infrastructure such as IP Phones, as well as with the WorldSmart SoftPhone, to which you get access when you create your WorldSmart account. Since no proprietary hardware is required (all standard IP Phones work fine with WorldSmart - Caster), no significant initial investment is required. From the perspective of the sales / marketing agent too, there are numerous advantages. Putting the campaign on a sort of “autopilot” eliminates, for instance, the fatigue of entering phone numbers one after the other, and helps agents focus on the main task: the potential customer at the other end of the line. The next section describes the procedure for setting up the WorldSmart - Caster application in your Salesforce account. Setting up WorldSmart - Caster Setting up WorldSmart - Caster involves: • Purchasing seats in WorldSmart • Creating users in WorldSmart • Purchasing phone numbers • Purchasing WorldSmart - Caster licenses. • Running installer in Salesforce • Enabling campaign tab view for convenience from manage dashboard in Salesforce. Purchasing / Managing seats in WorldSmart To manage seats, click the Manage Seats link under the Users tab. This displays the screen as shown below: Depending on your business requirement, you can purchase as many seats as you wish for your account. These seats can then be assigned to users when you create them. Select the Purchase Seats option and click Next. This displays the Purchase Seats screen shown below: • Select a service plan from the Select Service Plan drop-down list • Enter the quantity of seats you wish to purchase • Click Add to purchase the seat(s). Creating WorldSmart users To create users, click the Add Users link. This displays the Add Users screen shown below: Enter details for the new user as described below: • First Name: Enter the first name of the user in this field. • Last Name: Enter the last name of the user in this field. • Email: Specify here an email ID for the new user. • Extension: Enter the extension number you wish to specify to the user. To check if the extension entered is free, click Check Availability. If you wish to assign an automatically generated extension to the user, click Auto Assign. • User ID: Enter a unique user ID for the new user. • Password: Enter a password for the new user. The user will need this password to login to WorldSmart. • Re-enter Password: Re-enter the password for the new user. • Service Plan: Select a service plan for the user from the drop-down list. The drop-down list shows available service plans in your account, and in brackets against each, the number of unused seats you have in each service plan. • Caller ID: Select a Caller ID from the drop-down list. The number selected as Caller ID has two functions: − It is displayed as the number from which the call is being made on phones at the other end, when the user makes a call using the PBX. − The area code of the Caller ID (the first three digits of the number) is automatically read and dialed by the WorldSmart Application whenever a user dials a 7 digit number. Thus, users can enable 7 digit dialing for a particular area by taking a Caller ID number that begins with the concerned area code. The number used as caller ID can be a real number purchased by the account, or a custom phone number. In either case, 7 digit dialing is enabled, as the Application automatically understands the need to ‘dial’ the first three digits. • Click the Class Type field and, from the drop-down list displayed, select the class type to which the user is to be assigned. • Additional Privileges: Check these boxes if you would like the user to have access to the voicemail, ACD Live Monitor, Operator Console and Third Party IM through the WorldSmart Messenger or uncheck them to deny the user access to these features. Purchasing Phone numbers Click Manage Phone Numbers under the Users tab. This displays the Manage Phone Numbers screen shown below: Select the Purchase Phone Numbers option and click Next. This displays the Add Phone Numbers screen shown below: • Select the state from the Select State drop-down list in which you wish to book your phone numbers. • Select the area code from the Select Code drop-down list. • Click in the Quantity field and specify how many phone numbers you wish to add. • Click Add to add the new list of phone numbers to your account. • A confirmation message is displayed on the screen. Click Yes to complete the operation. Setting up WorldSmart - Caster for existing WorldSmart accounts If you already have a WorldSmart account, you may not need to purchase seats or phone numbers. You may also be able to skip the step for creating users in your account. However, you will need to enable the WorldSmart - Caster feature for your users as necessary. To enable the WorldSmart - Caster feature for existing users, go to the Edit User page and check the WorldSmart - Caster option as shown below: Click Save. The user will now be able to access WorldSmart - Caster. Purchasing WorldSmart - Caster Licenses Once the account(s) are created: • Configure WorldSmart - Caster from WorldSmart • Configure WorldSmart - Caster from Salesforce Using the account name and password, log in to the WorldSmart administrator dashboard. This page displays the screen shown below: Click the link Buy WorldSmart - Caster Licenses An email will be sent to the address provided by you at the time of opening your WorldSmart account. Once you reply to the email, the feature will be enabled for you. A new tab WorldSmart - Caster will be added to your WorldSmart dashboard. You can perform four basic operations from the dashboard for WorldSmart - Caster. Manage WorldSmart - Caster dialer license Get WorldSmart - Caster license for users (depending on how many users you intend to create) You need to purchase the WorldSmart - Caster Connect phone numbers from the WorldSmart Admin Dashboard. Click the WorldSmart - Caster tab and click Manage WorldSmart - Caster Phones link. Click Assign Phone Number link. Select the State, Code and the Phone Number and click Get Phone Number. Installing the Appexchange installer for WorldSmart - Caster To set up a campaign, you need to install the Appexchange installer for WorldSmart - Caster. For more information about this, contact WorldSmart support at: support@worldsmartcentral.com. When you get the link, click on it. This will launch the default web browser on your system, and display the screen shown below: Click Get it Now. The following screen is displayed: Select your Salesforce status. The page extends with the following information: Enter your username and password. Check the terms and conditions check box. Click Continue. This displays the page shown below: Enter the password sent to you by email. Click Next. This completes the installation of the WorldSmart - Caster Dialer. Although you can start using this tool immediately, it is recommended that you follow the next few steps to customize your view of the Salesforce dashboard to use the WorldSmart - Caster Dialer more conveniently. Enabling the Campaigns tab When you first log in to your Salesforce dashboard, you may not see the campaigns tab by default. In such an instance, click the arrow link highlighted below: This opens the All Tabs page: Click the Customize My Tabs link. Select Campaigns. Click the Add arrow key. Click Save. The Campaign tab is now available on your Salesforce dashboard. Customizing campaigns page layout For efficiency and convenience, it is important that you customize the campaigns layout. This involves customizing the following fields: • Reusability of Phone Numbers: To specify how often a number/lead should be called. • Wrap-up Time: To specify wrap-up time between calls. • Need Pop up: To allow a pop up window with detailed information of the lead when the number is dialed. • Disposition: Updating a contact in the course of a campaign. Includes the option for Do Not call (DNC). To do this, from the home page click Setup as shown below: This displays the personal setup page: From the App Setup section, click Customize> Campaigns> Page Layouts. Click Create New Section. A pop up window is displayed. Enter a name for the campaign. Select single column from the Columns drop down menu. Check Show Section heading on Detail Page. Click OK. A new section is created with WorldSmart - Caster Dialer as the name. When the new section is created, it is placed at the bottom of the page by default. You can drag and place it at the top below the main layout. Custom S-control From the View drop down list, select Custom S control. Select SDS control, drag and drop to the WorldSmart - Caster Dialer section you have created. Creating Custom fields From the view menu, select Campaign fields. Drag and drop the fields: Reusability of Phone Number, Wrap-up Time and Need Popup to the Campaign Information section. Creating Disposition field From the view menu, select Lead fields. Drag and drop the fields: Disposition and Do Not Call. This will be displayed on the Edit Lead page. When a lead does not want to receive calls you can set the disposition to DNC (Do Not Call) from the Edit Lead page. The agent will be notified an Error in the interface against that phone number. If the dialer detects any AM / Fax it would terminate the call. It will not connect to the agent. The errors statistics are appropriately set in the disposition custom field provided under contact / Lead. The user has an option to set DNC option in the disposition field when Customer does not want any calls from the user. The contacts/Leads with disposition set as following: • DNC=Do Not Call • Request timeout=408 • Not Found=404 • Forbidden=403 The application will not dial this number when you run the campaign again. Click Save. The WorldSmart - Caster Dialer is ready to use. Adding leads to Campaigns To add leads to the contacts, click Campaign tab. Select a campaign from the list of campaigns you have created. From the page displayed click Manage Members. This displays the screen shown below: From the list, select what type of contact you want to add. In the next page, after performing the required action according to the option you select, click Add campaign. Marketing Users Marketing users are the actual sales agents in your organization, the people who will run the campaign you create, and speak to potential customers and leads. From the home page of your Salesforce dashboard, click Setup. From the Administrator Setup page, click Manage Users > Users Click Edit against the user whom you wish to assign the Marketing User status, and check the Marketing User option as shown below: Click Save. The user is now a marketing user and is eligible to run campaigns. Creating campaigns Go to the Campaigns tab Click New. This displays the page shown below: Note: The fields marked in red are mandatory. Enter information in the fields as necessary. Once the campaign is created, users as specified by you can log in to Salesforce and start campaigns. Note: Multiple users can run a campaign at the same time. Running a Campaign Running a campaign involves two steps: • Logging into WorldSmart - Caster Connect from a phone • Starting the campaign from your Salesforce dashboard (WorldSmart - Caster Dialer) WorldSmart - Caster Connect You can log in to the WorldSmart - Caster Connect application from any phone available to you. This can be a WorldSmart registered IP Phone or the WorldSmart Soft Phone; any VoIP phone, or a PSTN phone, such as your land line or cell phone. However, depending on what type of phone you are using, the method of logging in is different. There are three options: IP Connect If you are using an IP phone or WorldSmart Soft Phone: • Dial 9994 from your IP Phone or your Soft Phone. • Press 1 • Enter your WorldSmart user extension and password. Local Connect • Call the DID / local number assigned to your campaign. • When you connect, press 1. • Enter your WorldSmart user extension and password. This method will work only if a WorldSmart phone number has been assigned to your campaign. Note: By default your password is the same as your extension. However, it is possible to reset your password. When using WorldSmart - Caster Local Connect, even though the calls take place on your PSTN phone, the campaign must be started from your Salesforce dashboard. Therefore, when using WorldSmart - Caster Local Connect, although you will not need a high-bandwidth VoIP ready Internet connection, you will still need an Internet connection to enable you to access your Salesforce dashboard. Calling from PSTN, and dialing your WorldSmart PBX no, and then dialing 9994 and pressing 1 Toll-Free Connect If you are using a PSTN phone, and dialing a Toll-Free number: • Press 1 • Enter your WorldSmart user extension and password. This method will work only if a Toll-free WorldSmart phone number has been assigned to your campaign. Important: When using WorldSmart - Caster Toll-Free Connect, even though the calls take place on your PSTN phone, the campaign must be started from Salesforce dashboard. Therefore, when using WorldSmart Caster Toll-Free Connect, although you will not need high bandwidth VoIP ready Internet connection, you will still need an Internet connection to enable you to access your Salesforce dashboard. Activating campaign from WorldSmart - Caster Dialer (Salesforce Dashboard) To start campaigns go to the campaigns page on your Salesforce dashboard. Select the campaign you wish to start. The page that now appears displays the WorldSmart - Caster Dialer login interface as shown below: Enter your WorldSmart username and password. Click Login. This displays the screen shown below: There are three ways to treat calls that are not reachable. • Hot Campaign If you select the Hot Campaign option, even if a call reaches an answering machine, it will be connected to you. You can then leave a message or disconnect the call. • AM/Fax Disconnect If you select this option, the application will not connect you in case a call reaches a Fax number, an answering machine, or voicemail. It will instead disconnect the active call and dial the next number. • Select Recording If you do not select any of the above options, this option is enabled. You can specify a pre recorded message to be played when calls reach a voicemail or an answering machine. If no file is available from the drop down, you can upload a file by clicking the upload icon as indicated below: Be sure to select one of the options, as a campaign cannot be started unless you specify what type it should be. Click Start. The application starts dialing the numbers one after the other. It is important that you do not hang up in a campaign. That will stop the campaign, and you will be logged out of WorldSmart - Caster. If you wish to end an active call without stopping the campaign, press * on your phone. The WorldSmart - Caster Connect application will disconnect the active call and will put on music on hold, WorldSmart - Caster Dialer after a pause as specified in wrap up time, will call the next number on the list. Some functions during a campaign Call Transfer options during a campaign You can transfer active calls to other agents if they are also logged in to WorldSmart - Caster Connect. This can be done in the following ways: • Press # + Extension followed by the # key • Press # + PSTN followed by the # key If you are transferring your active call to a WorldSmart user extension, the user to whom you are transferring the call should be connected to WorldSmart - Caster connect as an agent. Call ending options You can end an active call by pressing *. Pausing a campaign You can pause a campaign by clicking the pause button available on the WorldSmart - Caster Dialer screen. The pause button becomes only after you have started a campaign. You can resume the campaign by clicking the resume button available on the same screen. Campaign ending options You can end a campaign by using the hang-up key or by clicking the Stop button available on the WorldSmart - Caster Dialer screen on your Salesforce dashboard. Total Phone Numbers: The total phone numbers in your campaign. Total Dialed Numbers: The total phone numbers which have been dialed in this campaign so far in other or earlier sessions. My Dialed Numbers: The total number of calls that have been dialed after starting this session. View WorldSmart - Caster agents from the dashboard You can view all WorldSmart - Caster agents from your WorldSmart administrator dashboard. Click WorldSmart - Caster Agents. This displays the screen shown below: User ID: All WorldSmart - Caster agents are displayed in alphabetical order. The green dot against an agent indicates that this agent is logged into WorldSmart - Caster Connect. The red radio button indicates that an agent not logged in. Supervisor Status: It is often necessary to let some senior members of your organization take charge of some responsibilities. For instance, you could assign some users to supervise an ongoing campaign. These users, as specified by you, will then be able to monitor the calls of other agents in real time, from their own phones, listening to both ends of the telephonic conversation. To make an agent a supervisor, click WorldSmart - Caster Agents. This displays the page shown below: By default the supervisor status will be disabled. Click Activate. The agent is now a supervisor entitled to supervise live campaigns. To make a supervisor agent into a regular agent, click Disable. How to supervise a campaign You can monitor each campaign separately. To do this: • Log in to WorldSmart - Caster Connect as usual, whether from IP phone or PSTN phone. • Press 2 to supervise. • Enter your WorldSmart extension and password. • Enter the extension of the user whose campaign you wish to listen. Reports WorldSmart WorldSmart - Caster has a dynamic, real time intelligence. It remembers numbers called, and does quick real time reporting, etc. The application logs both Inbound and Outbound calls. To check inbound report, click Inbound Call Reports link. This displays the screen shown below: Inbound Reports You can view call reports by different categories: • All • IP Connect • Local Connect • Toll-Free Connect Outbound Reports To view Outbound Reports, click Outbound Call Reports link. This can be viewed by two different categories: • Agent • Campaign Support information For any queries related to the use of WorldSmart - Caster, contact support@worldsmartcentral.com