Leads360 10.6 Release Notes

The last release of 2010 is one we are very excited about. The 10.6 Release brings with it the release of a major new platform enhancement, Dial-IQ; the Leads360 Dialer product. Dial-IQ is an intelligent suite of dialer tools that make contacting leads quicker and easier to track. Only some features of Dial-IQ are being released in this deployment, but more are coming soon.

Another major enhancement we are happy to release is an improved distribution interface. We have retooled the distribution interface to extend its functionality and make it easier to use.

There have also been two bug fixes relating to Leads360 Emailing functionality.

 

 

Dial-IQ

Dial-IQ Overview and feature set breakdown

PowerPlus- the Dial-IQ Intelligent List Dialer

• Scheduled Dial - Use this feature when setting an appointment or a task associated with a lead. Scheduling an automatic call back results in a users phone ringing at the scheduled time.

IntelliConnect-The Dial-IQ Intelligent Lead Dialer

These features involve specific leads being called by the dialer after they’ve been distributed.

• Shotgun Connect - When a lead is distributed using Shotgun Connect, an alert pops up on the screen of many agents, and only the first to click the alert receives the lead.
• Control Connect - This feature leverages Leads360s existing distribution capabilities to allocate a lead to a specific agent and connect agent to lead upon distribution.

 

Product Requirements

Each agent needs a 10 digit direct dial phone number or a 10 digit phone number with an extension.

Dial-IQ Settings on the Client Settings Page (Admin Settings)

 

• Company Caller ID - Enter a number here that you would like to appear as the caller ID for all outbound calls made by all agents. Leave this field blank if you would like each user’s individual phone number to appear as the caller ID.
• Lead Phone Numbers - Use these lists to determine which numbers are available to Click-to-Call and in which order. The phone numbers that appear in the Included Phone Numbers list on the right will appear in the displayed order when a user mouses over the phone icon.

 

Managing Dial-IQ User Access on the Manage Users Page (Admin Only)

Administrators can control user access to the dialer from the Manage Users page by clicking the value in the Dialer Access column.

PowerPlus

There are three dialer methods that are part of the Dial-IQ PowerPlus Product that will be launching soon. For the 10.6 deployment, the PowerPlus feature that is launching is Scheduled Dial.

There are no further settings that need to be configured to use Dial-IQ PowerPlus.

 

Scheduled Dial

Scheduled Dial allows users to schedule a call back in the future as part of a calendar event. At the scheduled time, Dial-IQ will place a call to the user and when the user answers, place a call to the lead, and connect the two.

Scheduled Dial Client Settings (Admin Settings)

There are some settings that need to be configured on the Client Settings page for Scheduled Dial.

 

• Whisper Info Message - Text entered here will be heard by the user as the call is being connected. It is possible to use field tags in the Whisper Info Message.
• Retry Attempts - Check this box to enable retry attempts. Enabling retry attempts will result in the dialer placing three calls to the user to try to connect him to the Scheduled Call Back.

Using Scheduled Dial

From a user perspective, Scheduled Dial appears as the Auto Connect setting that extends the functionality of the Calendar Event. It can be used by users who want to schedule a dialer initiated call to a lead in the future.

Scheduled Dial Auto-Connect works both with Tasks and Appointments.

 

Users specify a time when the call will be placed or select from a pull down a number of minutes, hours, or days in the future that you would like to schedule the call back.   When the time of the scheduled dial arrives, the user’s phone will ring and he will hear the Whisper Info message while he is being connected to the lead.

IntelliConnect

As part of the 10.6 release, there are two Dial-IQ methods that are part of the IntelliConnect Product. There will be a third feature released in 2011 called Demand Connect.

• Shotgun Connect
• Control Connect

Shotgun Connect

When leads enter the system that is eligible to be distributed by this program, an alert will pop up on the screen of all eligible users and the first one to click a button to take the lead will have it distributed to them.

 

When a user takes a lead and a call is placed, a Dialer Window will open at the bottom of the page. Note that the Notification Bar is always visible, regardless of what page in Leads360 you are viewing. It will display either Active or Inactive, depending on if your Administrator has activated Dial-IQ for the user.

When a call is placed, Dial-IQ will first place a call to the user, and when that call is answered, a call will be placed to the lead, and the two calls will be connected. It is also possible to take an action and comment on the dialer window using the dropdown menu and comment field. 

Quick View Icon   Clicking the Quick View icon  will pop up a window that contains lead information.   The Quick View Icon also appears on the View Leads page   When the call is complete, Users can end the call by clicking the Hang Up button.

 

 

Creating a Shotgun Connect Distribute Program

 

• Select Push from the Distribution Method dropdown menu
• Select the Shotgun Connect Distribution Method
• Page View Requirement is a required field for Call Then Distribute programs
• Create a Whisper Info message for Shotgun Connect leads.
• Restrict a range of time within which it’s possible to distribute leads that will be dialed upon distribution.

Shotgun Connect Distribution Settings on Client Settings Page

 

Control Connect

Control Connect is the way a user receive leads when they 1) receive a lead through a distribution program and 2) have Dial-IQ enabled. If a user does not have the Dial-IQ enabled then Control Connect will not be active.

If a user does have Dial-IQ active (and therefore Control Connect enabled) and receives a lead through a distribution program they will receive a New Lead Assignment alert with several options, like this:

 

 

Lead Distribution Enhancements- Lead Distribution page

Program (Enabled/Disabled) Filter

A dropdown filter has been added to the Lead Distribution page allowing you to filter by Enabled, Disabled or All Programs.

 

Copy Program

A new function has been added that allows you to copy an existing distribution program, including all settings, schedule and filters.  To create a copy of an existing distribution program, click the Copy link in the Options column. The copied program (titled copy of <original distribution program>) will be displayed at the bottom of the page and will be disabled by default.

 

 

Add/Edit Distribution Page

There have been changes to the tabs on the Add/Edit Distribution Program interface to make the configuration of distribution programs easier.

“Program Details” Tab

The Program Details tab has been simplified.

Choosing a distribution method is now done by selecting Push or Pull from the Distribution Method dropdown. The other options on the form will change dynamically depending on the distribution method chosen.  

“Program Details” Tab-Push Distribution

With the Push distribution method selected the options that are displayed on the form are only those that are applicable to that distribution method.

 

“Program Details” Tab-Pull Distribution

With the Pull distribution method selected the options that are displayed on the form are only those that are applicable to that distribution method.

 

 

“Schedule: When does it run?” Tab

It is now possible to schedule a distribution program to run multiple time ranges (shifts) in a day.

 

“User Filters: Who receives leads?” Tab

Changes to the “User Filters: Who receives leads?” tab includes a user and group search field, inline Max Leads editing, and collapsing and expanding groups.

User Search Field

At the top of the table is a User Search field. This eliminates scrolling through the list of users to find the one whose settings you are editing.

Type a user or group name in the search field and click the Go button.

Inline Max Leads editing

To edit the lead maximums for a group or user, click the Set User Max Leads link corresponding to that group or user.

The Max Leads fields will become active text boxes where you can input values. When you have entered the Max Leads for this user or group, click the Save link.

Max Leads-Edit All

If you want to edit Max Leads for all groups and users click the Edit All link.

 

 

Expandable/Collapsible Groups

Groups appear as folders. Click the plus icon to expand and collapse the group and see the users who belong to that group.

Click the Expand All link in the Group/User column header to view all users in all groups. 

 

  

 

User Anchor/Highlight

The Anchor/Highlight enhancement makes it easy to find the last edited user or group when you are making changes to user/group filters. When the User Filters: Who receives leads? tab reloads, the user or group you were editing will be anchored at the top of the screen and highlighted.

 

 

Manage Users-Programs Page

There is a new page that enables you to see all the distribution programs that distribute leads to a given user. The page can be reached from by clicking a user name from the User Filters tab on the Add/Edit Lead Distribution page or from the options menu Manage Users page.

 

Click the link in the Options column to expand the menu and select Programs.

Use this page to manage filters for the selected user across all of distribution programs.

 

1.       Global Filters:  This section shows all current Global Filters for the selected User.

2.       Set Global Filters Link:  Clicking this link takes the Admin to a filter setting page.

3.       Program Filters: This section displays all current distribution programs in the same sort order as current main distribution programs page.

4.       Programs Column:  This column shows the name of the selected distribution program.  Administrators can click this link to go to the existing User Settings page for that program.

5.       Edit Max Leads:  Edit Max leads as you would on the add/edit Lead Distribution page.

 

 

Bug Fixes

There were two bugs that were fixed as part of the 10.6 release.

In some cases, users’ Monthly Email Count was not being reset at the end of each month. This has been fixed, and Monthly Email Counts are resetting correctly. 

Some users were unable to save email templates with multiple email addresses (separated by commas) listed in the To, CC, and BCC fields. This has been fixed, and Emails can have multiple recipients listed in these fields.