Leads360 Dial-IQ 11.2 User Lever Product Documentation - Updated 10/3/2011

 

Overview of Leads360 Dial-IQ, the smart dialer suite

Leads360’s new dialer product, Dial-IQ has a number of different features. This section gives an overview of each of these features that are available as of the 10.6.1 release. The features are grouped into three sections:

• PowerPlus, The Dial-IQ Intelligent List Dialer
• Intelliconnect, The Dial-IQ Intelligent Lead Dialer
• Additional Features

PowerPlus- The Dial-IQ Intelligent List Dialer

The features that are part of the PowerPlus feature set use the List Dialer functionality. The first two of these features involves calling lists of leads. The third, Scheduled Dial, integrates Dial-IQ into the current Calendar Event functionality.

Speed Dial 

Use this feature to call through a list of leads that you have created. The source of the list can be a report, the view leads page, etc. With Speed Dial, you create the list and call through the leads one after another.

Intelli-Dial

Use this feature to call through a continuously prioritized list of leads. This feature leverages the Lead Prioritization feature, which prioritizes leads based on configurable criteria. Dial your leads in order of ripest opportunities.

Scheduled Dial

The Scheduled Dial feature extends the current Calendar Event functionality. 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, and then an automatic connection to the lead phone number.

 

IntelliConnect-The Dial-IQ Intelligent Lead Dialer

These features involve specific leads being called by Dial-IQ after they’ve been distributed.

Shotgun Connect

This is a method of distribution that rewards users who are eager and quick to claim leads. When a lead is distributed using Shotgun Connect, many users are notified at once; Either by an on-screen pop up or by a phone call, and only the first to claim the lead receives it. The name “Shotgun Connect” comes from the game of claiming front seat in a car by saying, “Shotgun.”

Control Connect

This feature leverages Leads360’s existing distribution capabilities to allocate a lead to a specific agent and connect agent to lead upon distribution.

 

Click to Dial

For clients using Click-to-Dial, any lead phone number that appears in the system appears as a clickable link. This makes placing calls and keeping track of them easy.

Other Features

These Dial-IQ features enhance overall product usability.

Time Protect - Use this feature to insure that you do not call leads outside of sociable hours.

Whisper Info - With this feature, agents will hear select lead data during call connection.

ID Select - This feature enables administrators and users to set their Caller ID either at a company or individual level.

Pre-Recorded Voicemail Messages - With this feature it is possible to leave a pre-recorded standard voicemail message for a lead with the click of a button.

 

 

Using Leads360 Dial-IQ

Product Requirements

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

Browsers: It is recommended that you use Internet Explorer 8, Mozilla Firefox, or Google Chrome.

Enabling Dial-IQ

To enable the Leads360 Dial-IQ, contact your Account Manager or Leads360 Support.

Dial-IQ User Settings on the My Settings Page

There are some settings that a user must configure to use Dial-IQ.

Every user who is using Dial-IQ needs to enter his or her 10 digit Dial-IQ Phone number (and extension if necessary) on his or her My Settings Page.

An Administrator can choose to enter Dial-IQ phone number for his agents by clicking the agents Settings link in the Options column on the Manage Users page.

  

Click My Settings on the Preferences submenu

Enter your Dial-IQ Phone in the field. Be sure to format the number like this: 213-555-1212. If the number has an extension, enter it in the Ext field in the same line.   A 10 digit direct dial phone number with or without an extension is required for each user. This phone number is defined as user’s ‘Dial-IQ Phone.’ Leads360 Dial-IQ will always call a user on his Dial-IQ Phone. Once the agent connects Dial-IQ will start calling the lead. The exception to this rule is Scheduled Dial.   In the case of the Scheduled Dial, a user can specify another of his or her phone numbers to use.   Click the Record button on the Message Recording setting on the My Settings page to record a voicemail that you can leave for leads by pressing a button on the Dial-IQ Action Window. In order for this button to appear on the Dial-IQ Action Window two conditions must be met. 1) The setting must be enabled at the client level. 2) The user must have recorded a voicemail. The voicemail can be as long as 60 seconds.

PowerPlus

 

There are three Dial-IQ methods that is part of the Dial-IQ PowerPlus Product

• Speed Dial
• Intelli-Dial
• Scheduled Dial

Speed Dial

Speed Dial enables you to create a queue of leads that you call one after another. The first step in using Speed Dial is to decide which leads you want to call. Filter and sort leads on the View Leads page or manage leads returned from a report. Whatever method you use to load the leads you want to call, the method of creating your Speed Dial Call Queue is the same. On the view leads page, click the check boxes in the selection column of all the leads you want to call. Or click Select All in the Lead Control Menu.

When the leads are selected, expand the lead control menu and click Create Call Queue.

 

The Call Queue will load. This page looks similar to the view leads page in Prioritized view, without Filters and Sorting. It also has a Clear Call Queue button. Click this button when you have finished calling from this queue and the View Leads page will reload.

To place a call, click a phone number associated with any lead in the queue.

When you click the number the Dial-IQ Action Window will expand at the bottom of the page.

If you would like to see lead data associated with the lead that is being called, click the quick view icon.

Clicking the quick view icon will expand a read-only version of lead data to allow you to preview the lead without having to navigate to the Edit Lead page.

The Quick View window scrolls, so you can see all the information about the lead you are calling. The other icons on the Dial-IQ Action Window are the same as the icons that appear in the Options column of the View Leads page.

The Take Action Icon will open the View Logs/Take Action popup. This is good for when you want to take an action and see the logs.

The Edit Lead Icon will open the lead’s View/Edit Lead page. This is good for when you get a lead on the phone and want full lead editing functionality, i.e., adding and editing lead information, viewing logs, taking actions, etc.

Mouse over the Phone Icon to reveal the rest of the phone numbers associated with this lead. This is useful for when you want to try contacting this lead on more than one number before moving on to the next lead.

Click the Calendar Event Icon to set a calendar event for this lead. This is good for when you get a lead on the phone and they ask you to call them back at some time in the future.

When the call is complete, end the call by clicking the Hang Up button.

Click the Call Next Lead button to end the call and initiate a call to the next lead.

If you want to take an action on the lead you are calling or have just called, select it from the Select Action dropdown.

Make a comment in the field if necessary.

When you have selected an action and entered your comment, click the Take Action button.

 

Leave Message Button

Using the Leave Message feature is easy. Whenever you are on a call that was initiated by Dial-IQ, and you get the leads voicemail, just click the Leave Message button. It is not necessary to wait for the beep.

Intelli-Dial

Intelli-Dial is like Speed Dial except it leverages the Leads360 Lead Prioritization feature. Instead of selecting the leads you want to call on the View Leads page in normal view, Load the View Leads page in Prioritized view and create your call queue from there. Leads are re-prioritized in real time, so clicking the Call Next Lead button will place a call to the highest priority lead.

 

Dial-IQ Persistent Dialing

Persistent dialing is a new Dial-IQ feature that aims to improve user efficiency by allowing them to call the next number for a lead (or the next lead) without hanging up. Previously when users would place a call using Dial-IQ, Dial-IQ would first call them, then call the lead, and connect the two parties.  When a call was terminated, it was necessary to repeat the same steps again, i.e., answer a new call placed by Dial-IQ, and be connected to the Lead. It was determined that it would be more efficient if the user could stay connected to Dial-IQ and call through the list of leads without having to disconnect and answer multiple calls.

When a call is ended by a user or by a lead, the user will remain connected to Dial-IQ for 12 seconds. This allows them to initiate the next call without having to answer another Call. Users may initiate the next call (and end the current call) by clicking Call Next Lead button OR by clicking next phone number of the lead in Dial-IQ interface.  Note: The 12 second duration can be customized at client level via back end. To change this setting, contact your account manager.

Once the 12 second window has elapsed after a call, the user connection to the Dial-IQ will be terminated. Users can still initiate outbound calls to leads, but it will require that another call from Dial-IQ to the user be placed.

Dial-IQ Cold Transfer

It is now possible to transfer Dial-IQ calls to other Dial-IQ users from the Dial-IQ Action Window. This feature is available as part of the full Dial-IQ product and not available for clients who are using Click-to-Dial only.

When a user is on a Dial-IQ call he can click the Transfer button to transfer the call to another Dial-IQ user.

When the user clicks the Transfer button a list of available users will pop up on the screen.

 

When the user clicks the name of another user to whom he would like to transfer the call, the call will be transferred and the Transfer Call pop up will close. When a user clicks a name to transfer a lead, three things will happen:

1.       The user who initiated the call transfer will be disconnected

2.       The lead will be automatically assigned to the dialed user

3.       The lead will be connected the dialer user

This is called a cold transfer because the user receiving the transferred call will not be alerted that the call he is receiving is transferred from another user. The dialed user’s phone will ring just as it would from any other incoming call, and when he answers it he will be speaking directly to the lead. Also, when the lead is transferred, he will be disconnected from the transferring user and hear the phone ringing as Dial-IQ attempts to contact him to the receiving user.

Note that if no users are available to receive a transferred call, the Transfer Call popup will display a message indicating that there are no available users to receive a call. The availability of Dial-IQ users (i.e., if or if not they appear on the Transfer Call list) will be determined by three things:

1.       The user has Dial-IQ access enabled

2.       ‘Receive Calls’ setting is turned ‘On’

3.       The user is not on a Dial-IQ initiated call

If the dialed user is unable to answer his phone, the lead will reach the dialed users voice mail.

It is possible for the transferring user to take an action and make a comment on a lead. Note that as soon as a user transfers the lead, it is reassigned to the user receiving the transfer. So if a user plans to take an action on a lead depending on his role, he may need to take the action/comment before transferring the lead. If the user has the role of Administrator of Power User, they will be able to take actions and make comments on leads irrespective of who owns them, so they can take actions after transferring.

If the transferring user has made changes to the lead on the Add/Edit Lead page he must click the Save button before transferring the lead.

Also, if a user attempts to transfer a lead and is unable to (because no leads are available to receive transferred calls) the user can close the Call Transfer popup and press the Transfer button on the Dial-IQ Action Window again to get a refreshed list of available users. If the list is still empty and the transferring user would like to continue trying, he can retry the Transfer button as many times as he likes until there is an available user.

If the transferring user is unable to transfer the lead for any reason, he can still assign the lead to the desired user from the view leads page.

 

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 the user and when the user answers, place a call to the lead, and connect the two.

This feature appears as the Scheduled Dial setting on the Calendar Events popup.

To use Scheduled Dial, users must be sure to have their Calls button on to be sure they are connected to their Scheduled Dials. If a user’s Calls button is off, Dial-IQ will not initiate the Scheduled Call Back.

Note that when using Dial-IQ, you can only set Scheduled Dials for leads that are assigned to you. If you have a Leads360 role such as Administrator that allows you to see leads assigned to other users, you will not be able to set Scheduled Dials for those leads.

Using Scheduled Dial

Scheduled Dial as a setting on the add/edit Calendar Event popup. It can be used by users who want to schedule a Dial-IQ initiated call to a lead in the future.

To use Scheduled Dial, users must be sure to have their Calls button on to be sure they are connected to their scheduled call backs. If a user’s Calls button is off, Dial-IQ will not initiate the Calendar Event Scheduled Dial.

Calendar Event Scheduled Dial Setting

Scheduled Dial is available as a setting wherever you set calendar events. This includes:

• The Options button on the Edit/View Leads Page
• The Add/Edit Calendar Event popup
• The Add Action/Calendar Event popup
• The Dial-IQ Action Window

For example, to use Scheduled Dial, right-click a lead on the View Leads page and select Add Calendar Event.

 

The Add/Edit Calendar Event popup will load.

Add information to the Calendar Event as you normally would; including selecting Task or Appointment. Scheduled Dial works both with Tasks and Appointments.

Give the Calendar Event a Title and a Description.

Then set the Date and Time of the Calendar Event by selecting the radio button that corresponds with the method you would like to use to schedule your Task or Appointment. 

The first option allows you to select from a dropdown menu a number of minutes, hours, or days in the future that you would like to schedule the call back. This method would be used when a lead asks a user to call him back without setting an exact time. For example, “Call me back in 15 minutes.”  

The second option allows you to schedule the Calendar Event at a specific date and time in the future. Use the Time Zone radio buttons to designate if the Calendar Event is scheduled at the selected time in your time zone or in the time zone of the lead. This method would be used if you are scheduling the Calendar Event for some specific time in the future.

If desired, select the Alert Me By: method(s) you would like to be alerted by, as well as the amount of time before the beginning of the event that you would like to receive the alerts.

Next, to engage the Scheduled Dial functionality, click the Scheduled Dial checkbox.

Clicking the Scheduled Dial checkbox will make active the phone number dropdowns.

The values that are preselected in the Scheduled Dial phone number dropdowns are

• Your Dial-IQ Phone- Set by users on the My Settings page
• The Leads Phone number- The default lead phone number is determined by a setting that is controlled by an administrator on the Client Settings page

You can have this Scheduled Dial occur between any two numbers that are in the system. If you want Dial-IQ to call you on your mobile phone, and the lead on his home phone, select those values from the Scheduled Dial phone number dropdowns.

Complete your Calendar Event settings and click the Save and Close button. To review creating calendar events, click here.

If the Calendar Event is a task, the Scheduled Dial occurs at the time of the task. If the Calendar Event is an Appointment, the Scheduled Dial will occur at the beginning of the appointment.

Note that there are a couple situations where if you try to schedule a Calendar Event with Scheduled Dial you will receive an error message.

• If you already have a Calendar Event with a Scheduled Dial pending on a given lead, it will not be possible to schedule another.
• Also, if you have scheduled an appointment that has a Scheduled Dial, you will be unable to schedule another Scheduled Dial during that appointment.

 

Once the Calendar Event is scheduled, it will appear in the user’s dashboard calendar.

When the time arrives for the Scheduled Dial, Dial-IQ will call the user’s phone.

When the user answers his phone, he will hear the Whisper Info Message and have to press the 1 button to be connected to the lead. A Dial-IQ Call Notification will pop up, with a View Call Details button. Clicking the View Call Details button will open the Dial-IQ Action Window.

 

When a call is placed the Dial-IQ Action Window will open at the bottom of the page.

 

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.

 

 

        

Users can take an action on the lead from the Dial-IQ Action Window by selecting an action from the dropdown,
Making a Comment if necessary,
And clicking the Take Action button.
	Some of the icons which appear on the right of the Dial-IQ Action Window are familiar, but the first one in the list is new. The Quick View icon   will pop up a window that contains lead information.

 

The Quick View window scrolls, so you can see all the information about the lead you are calling.

The Take Action Icon will open the View Logs/Take Action popup. This is good for when you want to take an acion and see the logs.

The Edit Lead Icon will open the leads View/Edit Lead page. This is good for when you get a lead on the phone and want full lead editing functionality, i.e., andding and editing lead information, viewing logs, taking actions, etc..

Mouse over the Phone Icon to reveal the rest of the phone numbers associated with this lead. This is useful for when you want to try contacting this lead on more than one number before moving on to the next lead.

Click the Calendar Event Icon to set a calendar event for this lead. This is good for if you get a lead on the phone and they ask you to call them back at some time in the future.

When the call is complete, end the call by clicking the Hang Up button.

 

 

IntelliConnect

There are two Dial-IQ methods that are part of the IntelliConnect Product

• Shotgun Connect
• Control Connect

Demand Connect

Shotgun Connect

This method takes its name from the game where the first passenger to say ‘shotgun’ sits in the passenger seat. Shotgun Connect is a type of Push Distribution program.

Say for example that you have ten users who are eligible to receive a lead under a particular Shotgun Connect program. When a lead is distributed by this Shotgun Connect program, all users eligible to receive the lead will be notified of the available lead either by an on-screen alert or by a phone call. Only the first one to pick up the phone or click a button taking the lead will have the lead distributed to them.

First, it is important to realize that Dial-IQ needs to know that a user is available to take a call. There are two ways that the Dial-IQ checks to see that a user is available to take a call. Each user must be sure that the Calls and the Leads buttons are both in the On position.

Dial-IQ will not call the user with a Shotgun Connect lead, or with a Scheduled Dial if a user is on a Dial-IQ call. Dial-IQ will call a user who is on the phone with a call that was placed through normal methods, i.e., dialing by hand or answering a call.

Using Shotgun Connect

Using Shotgun Connect is simple. When a lead is eligible for distribution by a Shotgun Connect program, an alert will pop up on the screen of all users who are eligible to receive the lead. The first person to click either the Take Lead and Dial or the Take, Dial and View Lead button will have the lead distributed to him, and his phone will ring.

Clicking the Take Lead and Dial button will result in the lead being distributed to the user, and Dial-IQ placing a call to the user. When the user answers the call, the lead will be dialed.

Clicking the Take, Dial and View Lead button will result in the lead being distributed to the user, and Dial-IQ placing a call to the user. When the user answers the call, the lead will be dialed. Additionally, the leads View/Edit Lead page will open.

A user can click the Ignore button to ignore a Shotgun Connect lead.

Only the first user to click a button to take the lead will get it. If there are multiple leads being distributed at one time via this program, they will be taken by the users in the order that they click buttons to take them. When a user clicks a button to take a lead, after all the leads have been distributed, the user will receive an alert indicating that there are no more leads available for distribution.

If a user does not respond to four consecutive Shotgun Connect alerts, the user will become ineligible to receive leads through Shotgun Connect. When this does occur the user will receive an alert.

They will have to click the receive calls button to receive leads again.

 

Control Connect

Control Connect leverages Leads360’s current push distribution capabilities to work with Dial-IQ. Control Connect is automatically active for all active Dial-IQ users.

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. Receiving a lead through a distribution program when Control Connect is inactive will result a New Lead Assignment alert like this:

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 like this:

Clicking the Dial Lead button will result in Dial-IQ placing a call first to the user. Once the user has answered the call, Dial-IQ will place a call to the lead and connect the user to the lead.

Clicking the Dial and View Lead button will result in Dial-IQ placing a call first to the user. Once the user has answered the call, Dial-IQ will place a call to the lead and connect the user to the lead. Additionally, the leads Edit Lead page will load.

 

Demand Connect – Get Lead Button

Dial IQ customers now have a more efficient way to get new leads via Blind Pull distribution programs via a new Get Lead button displayed in the top navigation of each page.  Now it takes just one click to get a new lead and start dialing.

How it Works

When the user clicks the Get Next Lead Button, the system looks for a lead in the highest prioritized Blind Pull program.  If no lead is found within that program, it looks at the second highest ranked program, continuing in order until either a lead is found or it reaches the lowest prioritized program without finding an eligible lead.  Once an eligible lead is found, it is assigned to the user and the Dial IQ Action Window expands and a call is placed to the lead.

Get Lead Button

 

No Lead Found Notification

 

Click to Call 

 

Using Click to Call on the View Leads Page

The View Leads page is one place where a user would be likely to work leads using Click to Call.

Click the Leads tab to load the View Leads page, either in Normal View or Prioritized View. (The following workflow also applies if you are working leads that have been returned when clicking the Manage these Leads on Custom Report results.

Phone numbers are clickable links. Click a number to initiate a call and open the Dial-IQ Action Window

The Options column displays a phone icon.
Mouse over the phone icon to display the all the phone numbers associated with that lead.

 

 

Click a phone number link on the popup to initiate a call with that number.

When you click a number, first you are called. Once you pick up, the number you clicked to call is dialed and you are connected.

This phone icon and resulting pop up appear in different locations throughout Leads360. Wherever it appears, it functions the same way. The phone icon appears:

• In the Calendar section on the Dashboard
• On the Add Reminder popup
• On the New Lead Notification

To initiate a call, click a number on the Phone Icon pop up, or on the View Leads page, Edit/View Lead page, etc.