The 11.6 Release features two Dial-IQ enhancements, Inbound Dialing and Multiline Dialing.

 

Dial-IQ Inbound

Overview

Prior to the 11.6 Release, All Dial-IQ functionality was built around outbound calls. As part of the 11.6 Release, the capability to receive inbound calls has been added to Dial-IQ. Inbound call handling leverages the existing features of Dial-IQ and LeadManager as well as introducing some brand new functionality that makes Dial-IQ a more robust and feature-rich telephony solution.

Dial-IQ Inbound is for sales and marketing teams that strive to generate more high-quality inbound calls. With Dial‐IQ Inbound, it is possible to create campaign specific phone numbers and manage marketing efforts regardless of channel.

The Dial-IQ Inbound Beta program begins in late January, 2012. Contact your Account manager to be part of the Dial-IQ Inbound Beta. When the Beta period is concluded, Dial-IQ Inbound will be a feature for which there will be a “per user” license fee.

Dial-IQ Inbound Administrator Settings

Client Settings

There are no Client Settings for Dial-IQ Inbound. Dial-IQ Inbound is enabled by submitting a request to your Account Manager.

How it Works

Dial-IQ Inbound is brand new functionality. As such it has brand new pages in LeadManager with new controls and new processes for configuration. This section gives a high level overview of the different pieces of Dial-IQ Inbound.

Provision new phone numbers or port existing numbers – In order for Dial-IQ to be aware of a call, the call must come in on a Dial-IQ Inbound number. New Dial-IQ Inbound numbers are provisioned from within Leads360. It is also possible to port existing numbers to Leads360 so that calls that come in on those numbers are recognized by Dial-IQ

Set up call flows – A call flow determines how an inbound call is handled. Examples of what a call flow might look like include:

• Calls that come in on a certain Dial-IQ Inbound number may get routed to a specific agent automatically
• Calls that come in on a certain Dial-IQ number may be distributed using a distribution program
• Calls that come in on a certain Dial-IQ number will hear a recorded menu that prompts the caller to choose options by pressing keys on their phone
• Calls that come in on a certain Dial-IQ number will hear pre recorded messages

Provisioning new phone numbers

Provisioning phone numbers means getting new Dial-IQ Inbound phone numbers.

Click Manage Inbound Numbers on the Administration submenu.

 

The Mange Inbound Numbers page will load. When it loads for the first time there will be no numbers listed. Five numbers are included with a Dial-IQ Inbound account. Blocks of five local or toll free numbers are automatically purchased at a price of $10. This is a one time fee associated with provisioning the number and will appear on your monthly bill. Adding a number is done by clicking the Get a Number button. When a number is provisioned it is randomly selected from a bank of available phone numbers. The process is automatic and blind. It is not possible to select one number from a list of available numbers.

 

1. Dial-IQ Inbound Numbers are listed in this column
2. The Call Flows that are connected to the numbers are listed in this column
3. The Campaigns that are connected to the numbers are listed in this column
4. Click the Get a Number button to provision a new Dial-IQ Inbound phone number. When this button is clicked, a popup will appear

 

Get a new number Popup

When you click the Get a Number button on the Manage Inbound Numbers page, a popup will load. Follow these steps to provision the new number.

 

1. As of the 11.6 Release, only United States numbers are available
2. Select either Local or Toll-Free
3. When provisioning a local number; your desired area code goes here. This field will not be displayed if Toll-Free is selected above
4. Click the Add number button to add the number, or the Cancel button to cancel. Note that once the Add number button is clicked, the number will be provisioned. One will be subtracted from your total available inbound numbers. This action cannot be undone

When Toll-Free is selected the popup appears as below. It is not necessary to enter an area code. The Cancel and Add Number buttons are the same.

 

 

When the Add Number button is clicked, the number is provisioned and displayed. It is now possible to connect the new number with a Call Flow and with a Campaign. The Call Flow that is connected to the number will determine how the call is handled. There will be more on Call Flows in a later section of this document. The Campaign that is connected to the number will determine what campaign will be associated with new leads that are created by calling this number. Note that if an existing lead calls in on this number it will retain its existing Campaign association. The campaign selected here only assigns a Campaign value to new leads.

 

 

1. Click the dropdown and select a Call Flow to connect to the number
2. Click the dropdown and select a Campaign to connect to the number

 

When the Campaign and Call Flow have been selected, click Save. Note that it is not necessary to connect a Call Flow and Campaign to the number at this stage. Connecting a Call Flow or Campaign to a Dial-IQ Inbound number can be done from the Manage Inbound Numbers page.

After the number has been provisioned and the popup is closed, the number will appear on the Manage Inbound Numbers page.

 

 

Connecting a Call Flow or Campaign to a Dial-IQ Inbound number on the Manage Inbound Numbers Page

It is possible to connect a Call flow or a Campaign to a Dial-IQ Inbound number from the Manage Inbound Numbers page.

 

 

Clicking the graphic in the Call Flow column will display a dropdown menu in which all of the available Call Flows are listed. Select a Call Flow from the pull down and click the X button to save the selection and hide the dropdown.

 

Clicking the Campaign names in the Campaign column will display a dropdown menu in which all of the available Campaigns are listed. Select a Campaign from the pull down and click the X button to save the selection and hide the dropdown.

 

Porting Numbers

If you have an existing phone number that you would like to use as a Dial-IQ Inbound number, contact Leads360 Professional Services to find out if it is possible to port the number. Most U.S. Phone numbers can be ported. Porting the number means changing who provides the service for the number. Fees may apply.

 

Creating Call Flows

A Call Flow determines how the inbound call will be answered. You may want a call placed to a given Dial-IQ Inbound number to be immediately distributed and answered by an available agent, or you may have a prerecorded message that you’d like to play. Or perhaps there is a menu of choices from which the caller will choose by pressing different phone keys. This is new functionality in LeadManager and as such, there are new pages in Leads360 where it is configured.

Click Manage Inbound Call Flows on the Administration submenu.

 

The Manage Call Flows page will load. The first time this page loads, no Call Flows will appear in the list. Adding a Call Flow is done by clicking the New Flow button.

 

1. The name of the Call Flow appears in this column
2. The Dial-IQ Inbound number or numbers handled by this call flow appear in this column
3. A link to either Create or Edit a Call Flow appears in this column.
4. Clicking the New Flow button will load a popup that prompts you for a Flow Name

 

Give the Call Flow a descriptive name and click OK. The name must be 100 characters or less.

 

 

The Add/Edit Call Flow page will load

 

1. Call Flow Mapping Area – Creating a Call Flow is done by dragging Applets from the Applet Toolbar to the Mapping Area. The Mapping Area contains boxes where you must decide how the call is handled at that point in the call. When a new Call Flow is being created, the first decision that must be made is, “What is the first thing that happens to a call that comes in on this number?”
2. Voice Applet Toolbar – The Voice Applets that are listed here can be dragged and dropped into the Call Flow Mapping Area to determine how a call is handled at different points in the call. Each applet has its own settings. When an applet is dragged onto the Call Flow Mapping Area, a box will appear where you must configure the settings associated with that Applet.

Voice Applets

As of the 11.6 Release, there are a total of six Voice Applets that can be used to control Call Flow. Each applet has its own settings. Creating a Call Flow consists of dragging and dropping applets into open spaces in the call flow that display the text, “Drop applet here” and configuring their dependent settings. This section of the document will define each applet and its dependent settings. Creating a sample Call Flow (i.e., adding applets and removing applets will be covered in the following section.)

Distribution Applet

Adding the Distribution applet will distribute the lead at that point in the call. If Distribution is the first applet added to the Call Flow, the lead will be distributed as soon as the call comes in. Note that this requires that a distribution program of the type “Dial-IQ Inbound.” More on this new type of distribution program in a later section of this document.

 

When you add the Distribution applet to a call flow the Distribution Applet Settings Box will appear.

 In the case of the Distribution applet there are no further settings that need to be configured. The Call Flow ends when the lead is distributed. When the lead is distributed a popup will appear on the screen of the user who receives the call and their phone will ring.

 

Dial Applet

Adding the Dial applet will dial a defined number and connect the lead to that number when the call is answered. If Dial is the first applet added to the call flow, the number will be dialed as soon as the call comes in.

The settings that are required for the Dial applet are “Dial phone number” and an addition applet that determines what happens to the call if no one answers the number that is dialed. This number must be a U.S. phone number, direct dial, no extension.

 

Greeting Applet

Adding the Greeting applet will play a recorded greeting. If Greeting is the first applet added to the call flow, the greeting will be heard as soon as the call comes in.

The settings that are required for the Greeting applet enable you to choose different types of recorded greetings (or Audio Choices) and a spot for an additional applet that determines what happens to the call if no one answers the number that is dialed.

 

1. Read Text like a robot – Clicking this will enable you to enter text that will be read by a computer generated voice as a greeting
2. Upload an MP3 file – Clicking this will enable you to upload an MP3 that will be used as a greeting. The file must be smaller than 2MB and should have a descriptive title since it will appear in your Library of Greetings
3. Record using your phone - Clicking this will enable you to record a greeting using your phone. Just enter your number and click the Call & Record button. Phone recording quality is not ideal. Be sure to review the recording quality of this message in your recording Library of Greetings (Details in the next step) before using
4. Choose from your library – Clicking this will enable you to choose an existing recording from the dropdown menu to use as a greeting

Click the X at the top right of the Audio Choice to close it.

Menu Applet

Adding the Menu applet will present a menu to the caller. A menu is like when you call the bank or an airline. The caller will hear a message and be asked to press a key on your phone to determine what happens next in the phone call.

 

There are a few settings that are required for the Menu applet. They are explained below.

 

1. Menu Prompt – This section works just like the Greeting applet described in the previous section
2. Menu Options – This section has three columns, Keypress, Applet, and Add & Remove. Enter a number in the Keypress column and drag an applet into the associated slot in the Applet column. Doing this will determine how the call will be handled when the specified key is pressed by the caller. Click the plus (+) icon to add a menu option and click the minus (-) icon to remove a menu option. At this point it becomes necessary to create separate call flows to determine how the call is handled for the remainder of the call
3. Enter a number here to determine how many times the menu should repeat if the caller does not make a selection
4. Drag an applet here to determine what will happen to the call if the caller doesn’t enter anything after the menu
5. It is possible to create a greeting that will be heard if the caller makes an invalid menu selection

 

 

Timing Applet

Adding the Timing applet allows you to create operating hours for call flows. The most common use for this would be something like, “If our business is open, handle the call one way, if our business is closed, handle the call another way.” This applet checks what time it is and according to the settings will move the call flow into one of two applets. Like the Menu applet, this applet splits the call flow into multiple possible outcomes and requires that you create multiple call flows to handle the remainder of the call.

The settings that are required for the Timing applet enable you to set operating hours that determine which applet should become active next.

 

 1. Schedule – Clicking the plus (+) icon associated with a day will display two fields where you can enter the start time and end time that determine the hours of operation. Note: Enter the times in this format: 9:00 AM and 5:00 PM. The current time as understood is displayed in italics above the scheduling box. If the current time of the server is different than your local time, you will have to adjust the hours in your schedule to reflect the difference between the server timezone and your timezone.

 

2. Open applet – The applet that is dropped into this space will determine how the call is handled if it is received outside the hours indicated in the scheduling box above

3. Close applet – The applet that is dropped into this space will determine how the call is handled if it is received within the hours indicated in the scheduling box above

Hangup Applet

Adding the Hangup applet ends the call.

When you add the Hangup applet to a call flow the Hangup Applet Settings Box will appear.

 

In the case of the Hangup applet there are no further settings that need to be configured. The Call Flow ends with this applet.

 

 

Creating a Simple Call Flow

Creating a Call Flow is done by dragging and dropping applets from the Voice Applet Toolbar to the Call Flow Mapping Area. This example shows how to create a call flow that plays a recorded greeting for the caller and then distributes the lead to an available agent.

Click the Create Flow button on the Manage Call Flows page.

Step 1 – Greeting

 

1. Click the Greeting applet and drag it to the space in the Call Flow that displays the text “Drop applet here"
2. This is where the Greeting applet should be dropped

Step 2 - Greeting Settings

 

1. When the Greeting applet is added the Greeting Applet Settings Box will appear. Configure the message as desired. All settings boxes have a minus (-) icon in the top right corner. Click this icon to hide the settings box. Once hidden, click the applet to display it again
2. The Greeting applet now appears in this part of the call flow. It has a minus (-) icon in the lower left hand corner. Click this icon to remove the applet from the call flow. You will be asked to confirm this action
3. Drag the Distribution applet into the area that displays the text “Drop applet here”

 

Step 3 – Distribution Applet

 

1. The Distribution Applet Settings Box – There are no settings associated with the distribution applet so the text in this settings box is informational
2. The Call Flow is now fully configured. Click the Save button to save it

Once saved it will appear in the list on the Manage Call Flows page. It will also be available in the dropdowns on the Manage Inbound Numbers page and on the popup that appears when provisioning new numbers.

 

Dial-IQ: Inbound Distribution Program

There is a new type of distribution program that is used for leads that come in through Dial-IQ Inbound calls. Distribution programs of the “Dial-IQ: Inbound” type will distribute brand new leads that are captured from inbound calls as well as existing leads that are unassigned. Leads that are already assigned to a user will not be automatically redistributed.

Follow the same steps to create a Dial-IQ: Inbound distribution program that you would take to create any other type of distribution program.

When selecting the Distribution Method, choose Dial-IQ: Inbound

 

The rest of the settings are the same as for other types of distribution programs.

In order for a user to receive a lead through a Dial-IQ: Inbound distribution program the following conditions must be met

• The user must be an active Dial-IQ user
• The users Calls and Leads buttons must both be in the “On” position
• The user must not be already on a Dial-IQ call
• The user must not be ineligible to receive a lead based on User Max settings in Distribution/User Settings/Pipeline Thresholds

Dial-IQ User Settings

As with other Dial-IQ Settings, in order to receive calls through Dial-IQ Inbound Leads and Calls must both be in the ‘On’ position

 

When a call comes in for an agent from an inbound number, their phone will ring and they will receive an onscreen alert.

 

 

 

DIal-IQ Multiline Dialer

Overview

The Dial-IQ Multiline Dialer gives users the ability to dial up to four numbers at one time, greatly increasing the efficiency of outbound calling to drive more live connections. Depending on the call list, a high number of sales calls can be placed to numbers that are busy, disconnected, or otherwise unavailable. When up to four phone numbers are dialed at once, the time between live connections can be greatly reduced.

The Dial-IQ Multiline Beta program begins in late January, 2012. Contact your Account Manager to be part of the Dial-IQ Multiline Beta. When the Beta period is concluded, Dial-IQ Inbound will be a feature for which there will be a “per user” license fee.

Dial-IQ Multiline is turned on at the Client Level.

Client Settings

The Dial-IQ Multiline Dialer can be turned on and off at the client level, meaning that when it is off, it will not be able to be used by any user, on any lead.

Click Client Settings on the Preferences Submenu.

The Client Settings page will load.

Click on the Call Settings: Client tab.

 

 On the lower half of the page the Multiline Dialer default settings are found.

Enable Predictive Dialer – Check this box to enable the Dial-IQ Multiline Dialer.

Maximum Concurrent Calls – Select a number of maximum concurrent calls that can be placed by the Dial-IQ Multiline Dialer at once. This setting exists for campaigns and priority queues. If this setting on the Client Settings page is lower than it appears elsewhere in a Priority Queue or Campaign, the Client Setting supersedes the higher setting in the priority queue or campaign.

Safe Harbor Message – A Safe Harbor Message is played for a lead when the lead answers the call and the Leads360 user does not click over to connect with them within two seconds. The Safe Harbor Message is a legal requirement and must contain the name and phone number of the company. Once recorded, the Safe Harbor Message can be heard by clicking the Safe Harbor Message link.

Dial-IQ Multiline Dialer Campaign Settings

It is possible to set the number of concurrent calls placed by the Dial-IQ Multiline Dialer at the campaign level. The reason for this is that some Campaigns may have low contact rates. For such a Campaign, it is wise to set the maximum number of concurrent calls. Another Campaign may be very valuable leads with a high contact rate and you don’t want to allow the Dial-IQ Multiline Dialer to call these leads at all, since there is a risk that the lead will be put on hold when they answer the phone.

 

Click Manage Campaigns on the Administration submenu

 

The Manage Campaigns page will load. Create a new Campaign or Edit an existing Campaign.

 

Campaign Settings now include a Predictive Dialer section. Use these settings to configure Multiline Dialing.

Allow Predictive Dialer – Check this box to allow the Dial-IQ Multiline Dialer to place calls to leads in this campaign. When this is unchecked, no calls will be placed to leads in this campaign by the Dial-IQ Multiline Dialer.

Number of Concurrent Calls – Select up to four concurrent calls that can be placed to leads in this campaign. This number should be determined based on the value of the leads and the projected contact rate.

 

 

 

Dial-IQ Multiline Dialer User Settings

It is possible to enable and disable access to the Dial-IQ Multiline Dialer for individual users.

Click Manage Users on the Administration submenu.

 

The Manage Users page will load. There is a Predictive Dialer column which contains either the value Enabled or Disabled. Click the value to toggle between Enabled and Disabled. If the user does not have Dial-IQ enabled, the value in the Predictive Dialer column will be “Disabled” and it will not be possible to enable it without first enabling Dial-IQ for the user.

 

 
 

Dial-IQ Multiline Dialer Prioritization Queue Settings

It is possible to enable the Dial-IQ Multiline Dialer and set the maximum number of concurrent calls at the Priority Queue level.

Click Lead Prioritization on the Lead Management submenu.

 

 

The Manage Priority Queues page will load. Add a new Priority Queue or edit an existing one.

 

Controlling Frequency of Calls with a Filter

It may be important to restrict the frequency of calls for your prioritization queues. Without taking this step, depending on the number of leads being called and number of users calling them, the same lead might be called too frequently.

The filter that should be applied to each priority queue that is being called by the Dial-IQ Multiline Dialer is:

Last Contact Attempt Date – Not within – Last n Days, Hours, or Minutes.

 

Determine the frequency as you see fit, but ignoring this frequency restriction is not advised.

View Leads Page – Using the Dial-IQ Multiline Dialer

Using the Dial-IQ Multiline Dialer is done on the View Leads page, either in the normal view, or in the prioritized view.

To start the Dial-IQ Multiline Dialer click Start Predictive Dialer on the right click menu or on the lead control menu.

 

Connecting

When the Dial-IQ Multiline Dialer starts a modified Dial-IQ Action Window will open. In the image below, four calls are being placed at the same time. Depending on Client, Campaign, and Priority Queue settings there may not be less than four calls being placed.

 

Each call that is being placed by the Dial-IQ Multiline Dialer is displayed in a row. An icon is displayed in the row that indicates the status of each call.

When a call is connected, the section containing the connected call will expand and the user will be immediately connected to that call.

 

 

Dial-IQ Multiline Dialer Call Status Icons

Each call that is being placed by the Dial-IQ Multiline Dialer is displayed in a row. An icon is displayed in the row that indicates the status of each call.

Ringing – when the call is first initiated, it will have the status of “Ringing”, and will show the corresponding status icon. Phone number will be printed in blue, bold text. (Due to legal regulations, a call to any consumer must ring for at least 15 seconds prior to being disconnected and considered no answer).

Connected – when the call was answered and a Dial-IQ user connected to it, the status will display as “Connected”, and will show the corresponding status icon. Phone number will be printed in green, bold text.

On Hold – when the call was answered, but a Dial-IQ user is not connected to it (irrespective of if the user was ever connected to the call during the current call progression), the status will display as “On Hold”, and will show the corresponding status icon. Phone number will be printed in red, bold text and will be underlined. (If more than one lead picks up, the first one will be connected to the agent, the second will hear the Safe Harbor Message.

Abandoned – if a lead is on hold and hangs up before connecting with a Dial-IQ user, the call will be considered abandoned, and will show the corresponding status icon. Phone number will be printed in gray, bold text. This will not apply to calls that were manually put on hold by the Dial-IQ user.

Busy – if a busy signal is encountered, the call will be terminated and marked as busy. The status will be “Busy”, and will show the corresponding status icon. Phone number will be printed in black, bold text.

No Answer – if the call is discounted due to reaching a time limit for maximum attempt duration (currently referred to as “leg 2” timeout) and no connection was made, it will be considered a “No Answer” call.

Stopped – if the call is disconnected due to reaching the 15 second time-out when another call has answered, it will be considered “Stopped”. Calls with this status will not count towards the “Last Dial Attempt” metric. (Due to FTC TSR requirements, a call to any consumer must ring for at least 15 seconds prior to being disconnected and considered no answer).

Failed – if an attempt to initiate a call fails due to bad phone number, VOiP phone service not being available the call will be considered “Failed” and an “Unknown” icon will be used.

 

Connected to Two Calls

When a user is connected to a lead, the calls are connected immediately and the row containing that call will expand. The expanded call row will contain the controls that appear on the Dial-IQ Action Window normally, e.g., Take Action, Hang Up, Transfer/Conference, Leave Message, load the Edit Lead page, etc..

When even one call is connected, the Dial-IQ Multiline Dialer will not make any more new calls until the connected call is complete. Calls that are already underway will still have the opportunity to connect. If the user is not connected to a lead, the Dial-IQ Multiline Dialer will initiate the maximum allowable number of concurrent calls.

In the above image two calls connected and one dialing. The user was connected to the first connected call (Ashley Henderson). The second call was connected (John Galt) and appears on hold to the user. The lead who was connected second hears the safe harbor message and remains on hold until the user clicks over or until they hang up. If the lead (Jane Doe) answers her phone, she will hear the Safe Harbor Message and be put on hold.

The Dial-IQ Multiline Dialer will continue to make calls until the user clicks the Pause Dialer button.

 

Time Zone Protect

Leads that fall outside of the Timezone Protect window will automatically be excluded from all Dial-IQ Multiline Dialer dialing methods.

DNC – Flagged Phone Numbers

In order to comply with Regulations, an internal Do Not Call (DNC) list has been added to LeadManager. Every phone number field in LeadManager will have a corresponding Good Until Date field. By default, this field will be null.

A phone number with Good Until Date of today or older is considered on the DNC list and cannot be called. Such phone numbers will be presented as a crossed out phone number with last 3 digits marked as X to non-administrator users (e.g., (310) 555-7XXX) and as a crossed out phone number with all digits visible to an administrator (e.g., (310) 555-1212).

When a user marks a phone number as “DNC”, the “Good Until Date” will be set to today.

Do not call phone numbers are automatically excluded from all dialing methods (Shotgun Connect, Click-to-Dial, InteliDial, SpeedDial, Multiline Dialer). If all numbers associated with the lead are on the DNC list, that lead will be excluded from all dialing methods.

Marking Leads DNC on Edit Lead page

 

On the Edit Lead page, next to every phone number field, a new link will be added called “DNC”, allowing a user to add the phone number to Do Not Call.

When clicked, the user will be prompted with a popup to confirm that he/she really does want the phone number added to the internal DNC list.

 

If the user presses the Yes button, the phone number will be added to the DNC list, the “Good Until Date” will be set to today, and no user under the corresponding client account will be able to make calls to that number. The box will be dismissed and the user will be returned to Edit Lead page.

If the user presses the No button, the phone number will not be added to the DNC list, and the user will be returned to the Edit Lead page.

 

Phones Flagged Log

A new page has been created to enable administrators to manage numbers which have been marked DNC by leads.

Click Phone Flagged Logs on the Administration submenu

 

The Manage Phones Flagged page will load.

The report returns leads flagged as DNC between the selected dates.

 

1. The phone number that has been flagged as DNC displayed is in this column
2. The Good Until Date is displayed in this column. This is the date that the number was flagged
3. The Options column contains two links
   1. Find Lead(s) returns any lead that has this number among its phone numbers.  
   2. Unflag will load a popup that asks you to confirm that you are taking this number off the Do Not Call list.