VanillaSoft. Administrator s Manual

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1 VanillaSoft Administrator s Manual

2 Copyright 2009 VanillaSoft Inc.

3 Contents Contents Overview... 5 This Manual...5 Sections...5 Conventions and Terminology...5 VanillaSoft...6 Basics...6 Logging In...7 Procedures... 8 Caller Procedures...8 Making Calls...9 Resulting Calls...10 Using the Calendar...11 Adding New Contacts...11 Searching for Contacts...13 Edit Contacts...13 Viewing Assigned Contacts...14 Changing your information...14 Attaching documents (files) to a contact...15 Switching between projects...16 Switching between teams...16 Working with Reports...17 Working with Statistics...17 Administrator Procedures...18 Adding Callers (Users)...19 Assigning Team Result Codes...20 Adding and Editing Contacts...20 Configuring Result Codes...22 Configuring the Call Script...23 Viewing Caller Activity Statistics...23 Viewing the Status of Imported Files...23 Configuring Reports...23 Reference Common Screen Features...24 Menus and Submenus...25 Primary and Secondary Windows...25 Switch to Admin/Switch to Caller...25 Need Support?...26 Test Controls...26 Change Password...27 Logoff...27 Caller Options...28 Home...28 i

4 Contents Contact Name and Address Contact ID Contact Owner Added On: Attached (documents and s) Contact s Time Quick Result Call Call Script Phone Numbers Other Information Call History Result Call Edit Contact Search Contacts Add New Contact My Information...37 My Calendar...39 My Appointments Search Contacts Add New Contact Documents...41 My CRM...42 My Contacts My Reports My Stats Project...45 Administrator Options...46 Projects...46 Project Setup Search Contacts Contact Management Flagged Contacts De-Duping Audio Review Reports Web Leads Users...92 Manage Users Manage User Licenses My Account...96 Dashboard...97 Active Projects Imports Appendix A Scripting Exercise Appendix B Auto-Dialing Introduction ii

5 Contents Installing VanillaSoft dialing controls Configuring Analog Phones Configuring Voice-over-IP (VoIP) Analog Telephone Adapter (ATA) installation Soft phone Installation Configuring Digital PBX s Appendix C Call Recording Introduction General Administrative Settings to Enable Call Recording Centralized versus local recording Call Recording with Corded Phones Troubleshooting Checklist Soft Phones Skype X-Lite/eyeBeam iii

6 Contents iv

7 Overview This Manual Sections This manual has three major sections: Software Overview, Procedures, and Reference. Overview (current section) provides a brief general description of this manual and the software. It is intended to orient you and get you started quickly. Procedures provides specific procedures and information for Callers. Reference describes each of the elements of the software interface. Conventions and Terminology Contact the term contact refers to an individual who is being, or will be called. The term also refers to the information that identifies and describes the individual. A contact is also known as a lead. Caller A Caller makes and results calls. The Caller can also add and edit contacts. Administrator In addition to having all the capabilities of a caller, the Administrator configures software parameters. Result When you finish a call, you should record the outcome of the call; this is called Resulting a Call. A number of predefined but configurable results are available in the system. Administrators can configure results. Lead See Contact above. CRM CRM stands for Customer Relationship Management. VanillaSoft is a CRM application. Menu > Menu > Menu This structure is used in this manual to orient readers with respect to locating the relevant menu. For example, if you see My CRM > My Reports, it means click the My CRM menu then click the My Reports menu.

8 Overview VanillaSoft Basics VanillaSoft is a Web-based lead management software. Its intent is to facilitate the process of sales lead tracking, communication and management. The software has two types of users: Callers and Administrators. Callers use the software to: make calls result calls (assign results to calls) use the calendar add new contacts search for contacts edit contacts view assigned contacts change their own (caller) information (if enabled) attach documents (files) to a contact switch between projects (if enabled) switch between teams (if enabled) work with reports and statistics Administrators use the software to: create calling campaigns create user accounts define routing orders and lead management principles add new contacts run management queries and reports dedupe contacts assign contacts create new fields configure the call scripts create templates 6

9 Logging In To log into VanillaSoft, go to and enter your username and password. Overview For detailed information on all aspects of the VanillaSoft interface see the Reference section. 7

10 Procedures Procedures This section provides procedures for Callers and Administrators. Caller Procedures As a caller you are able to perform the following. make calls result calls (assign results to calls) use the calendar add new contacts search for contacts edit contacts view assigned contacts change your information (if enabled) attach documents (files) to a contact switch between projects (if enabled) switch between teams (if enabled) work with reports work with statistics 8

11 Procedures Making Calls To make a call: 1. View the contact information. VanillaSoft presents contacts to you automatically as configured by the Administrator. 2. Telephone the contact. Automatic dialing may or may not be set up on your computer. If it is set up, it could behave in one of two ways. The software may dial automatically when the contact is presented on screen. You may have to click on the telephone number to dial the call. Otherwise use your telephone as you normally would. 3. Use the Call Script. The Call Script is provided to assist you in your sales approach. Depending on your calling procedures, you may be presented with a single script or branching scripts. Branching scripts allow you to view additional scripts based on the response given by the contact. (For more information on using scripts see Call Script on page (Optional) confirm contact information. Depending on how the contact is configured, you may or may not be able to modify the contact information while it is on the screen. If the configuration allows you to modify the information, click the field and type. 9

12 Procedures Resulting Calls When you finish a call, you should record the outcome of the call; this is called Resulting a Call (or assigning a result code to a call). Result Codes are configured by the Administrator. For more detailed information, see Result Call on page 32. You can result a call using Quick Results or Other. To result a call using Quick Results : 1. View the Quick Result Call portion of the Home page. 2. Click on the result code. 3. Click Save. 4. The next contact in the list is presented on screen. To result a call using Other : 1. View the Quick Result Call portion of the Home page. 2. Click Other. The Result Call dialog box appears. 3. Click the Result Code. Depending on the result code parameters, you may need to add additional information such as a comment, an appointment date and time, or assign the contact to another user. 10

13 Procedures 4. Click Save. 5. The next contact is presented on screen. Using the Calendar Use My Calendar to view scheduled appointments. If you place your mouse cursor over an appointment, a popup provides details. Use Names shown in Calendar on the top right to display the contact s full name, the company name, or both. You can switch the calendar view by clicking on the tabs to change it from Month to Week to Work Week to a Day view. Use My Appointments to view your appointments in a list. Click the contact ID to display the contact on the Home page. Adding New Contacts Callers can add new contacts from the Home page and from the My Calendar page. To add a contact: 11

14 Procedures 1. Click Add New Contact. The Add New Contact dialog box appears. 2. Add details. 3. Click Save. 12

15 Procedures Searching for Contacts Callers can search for contacts from the Home page and from the My Calendar page. To search for a contact: 1. Click Search Contacts. The Search Contacts dialog box appears. 2. Enter the search parameters. 3. Click Search. If you click search without first entering parameters, a list of the first 500 contacts appear. Edit Contacts Callers can edit contacts from the Home page using Edit Contact. If the Administrator enabled the inline editing feature, callers can edit contact information directly on the Home page by clicking on the field and typing. To edit a contact: 1. Click Edit Contact. The Edit Contact dialog box appears. 2. Change the information as desired. 3. Click Save. 13

16 Procedures Viewing Assigned Contacts To view contacts that have been assigned to you: Go to My CRM > My Contacts. Changing your information Note: This feature can be disabled by the administrator. My Information allows callers to edit their own general and dialing information. See My Information on page

17 Procedures Attaching documents (files) to a contact The software has three features that are associated with attaching documents: Documents (menu item), , and add (attachments). Documents - The Documents menu item lets you view the document library for the current project (the Administrator sets up the document libraries). It is a list of all the electronic files that are associated with the project. Click the underlined file name to view the contents. Click the contact s address to create and send an . Your system may be set up to use the Vanillasoft webmail application or you may be using your computer s default application. Add When you click add. You are prompted to select from the Document Library or to browse your computer for files. To choose from the Document Library. 1 - Select the file. 2 - Select the right arrow ( ). 3 Click Attach. 15

18 Procedures Switching between projects Note: This feature is enabled by the administrator. If enabled, callers can switch back and forth between projects. To switch between projects: 1. Click the (current) Project button in the main menu bar (this button names the current project, for example it may be labeled Template Project ). The menu of available projects appears. 2. Click a menu item to change the current project. The current project changes to the chosen project. The current user is assigned to the selected project. A new contact, one that belongs to the selected project, is presented to the caller. Switching between teams Note: This feature is enabled by the administrator. If enabled, callers can switch back and forth between teams. To switch between teams: 1. Click the (current) Project button (this button names the current project, for example it may be labeled Template Project ). The menu of available projects appears. 2. When you place the mouse cursor over the list, the available teams appear. 3. Click a menu item to select a team. The current team changes to the chosen team. The current user is assigned to the selected team. A new contact, one that belongs to the selected team, is presented to the caller. 16

19 Procedures Working with Reports See My Reports on page 42. Working with Statistics See My Stats on page

20 Procedures Administrator Procedures If you are performing any of the following tasks for the first time, ensure that you have performed the tasks listed in the Quick Start section. This section deals with Administrator items (Make sure you have switched to admin ( )) As an Administrator you are able to perform the following. add callers assign team result codes add and edit contacts configure result codes configure the call script view caller activity statistics view the status of imported files configure reports Administrators also have caller capabilities. 18

21 Procedures Adding Callers (Users) For more detailed information see Users on page 92. To Add a Caller: 1. Click Users > Manage Users. The Active Users page appears. 2. Click Add User. The Add New Caller page appears. 3. Add details. Fields with an asterisk (*) are mandatory. 4. Click Save. Note: For details on setting up Auto-dialing see Appendix B. By clicking on the Manage User Licenses link you can see the individual licenses per account (i.e. dialing, recording) and add or remove licenses as required. 19

22 Procedures Assigning Team Result Codes For more detailed information see Result Codes on 53. To assign result codes to teams, go to Projects > Project Setup > Result codes. Adding and Editing Contacts All users can add Contacts. Administrators have access to additional fields. To add a Contact: 1. Click Projects > Search Contacts. The Search Contacts page appears. 2. Click Add New Contact. The Contact Information page appears. 3. Add details. For field explanations see Search Contacts on page

23 Procedures To Edit a Contact: 1. Click Projects > Search Contacts. The Search Contacts page appears. 2. Enter the parameters for the search. (If you select Search without specifying parameters, all the contacts are listed.) 3. Click Search. The Search Contacts Results page appears. 4. Click the View icon ( ). The Contact Information page appears. For field details see see Search Contacts on page

24 Procedures Configuring Result Codes Result Codes are used by Callers to record call outcomes and assist in determining how the next communication with this contact will proceed. To configure Result Codes: 1. Click Projects > Project Setup > Result Codes. The Result Code page appears. 2. Add details. For detailed information on Result Code configuration see Result Codes on page Click Save Changes. 22

25 Procedures Configuring the Call Script The Call Script is text that the Caller reads to the contact during a call. It is used to assist Callers with their sales approach. To configure the Call Script: 1. Click Projects > Project Setup > Call Script. The Call Script page appears. 2. Add details. Use contact variables to automate the script (add names etc). For detailed information on Result Code configuration see Result Codes on page Click Save Changes. Viewing Caller Activity Statistics See Dashboard on page 97. Viewing the Status of Imported Files See Imports on page 98. Configuring Reports See Reports on page

26 Reference This section covers common screen features plus the screens and screen options available from each of the following main menu options. Caller Options: Home My Information My Calendar Documents My CRM Project Administrator Options: Projects Users My Account Dashboard Common Screen Features VanillaSoft has a number of common interface elements. These include: Menus and Submenus Primary and Secondary Windows Need Support? Phone Setup Button Change Password Button Logoff 24

27 Menus and Submenus VanillaSoft is essentially a menu driven interface. Depending on the menu selected, primary, secondary or tertiary menus may appear. The selected menu option appears as bolded white text. Figure 1 Primary menu Figure 2 Primary and secondary menus Primary and Secondary Windows The VanillaSoft menu options display content on the primary window (directly on the main screen of your Internet browser). However, in some cases, controls that appear on the primary window result in the display of secondary popup dialog boxes. For example, if you click Result Call on the Home page, the Result Call dialog box appears. Switch to Admin/Switch to Caller Figure 3 Secondary Window Switch to Caller/Switch to Admin (found at the top of the screen) toggles you between the Caller view and the Administrator view. Caller view gives you all the options available to a caller. Admin view gives you all the Administrator options. 25

28 Need Support? Need Support? (found in the upper right of the screen) automatically opens an addressed to VanillaSoft Support. You are prompted to enter a comment or ask a question. Test Controls Figure 4 Support Note: This option appears when you are in Caller mode. Use Test Controls to ensure that your browser is configured properly for VanillaSoft. Click Test Controls. The VanillaSoft software performs a number of tests. When you go through the process the first time, VanillaSoft attempts to install a number of ActiveX controls. Please enable the installation of the controls by right-clicking on the yellow bar and choosing <Install ActiveX Control>. Click <Install> on all window boxes that pop up. For further information see the test descriptions that are presented to you on screen and view the online documentation entitled How to Auto-dial and How to Record Calls. 26

29 Change Password Change Password (found in the upper right of the screen) allows you to change your password. Logoff Figure 5 Change Password To exit VanillaSoft, do not simply exit your browser. Use Logoff (found in the upper right of the screen). 27

30 Caller Options This section describes Caller options. Note: If you are currently viewing Administrator options and you want to view Caller options, click Switch to Caller located at the top of the VanillaSoft screen. Home The Home page is the first screen to appear when you log in. Figure 6 Home page You can also gain access to this screen by clicking the Home menu option. This screen is the primary interface for callers, it has a number of elements to assist in call processing. These include: Contact Information Contact s Time Call History Contact ID Quick Result Call Result Call Contact Owner Call Script Edit Contact Added On Telephone Numbers Search Contacts Attached Other Information Add New Contact 28

31 Contact Name and Address Reference Contact information includes the name, company, address, and address. To send an , click the contact address, choose an Administrator-created template if applicable and then process the normally. To edit the contact information, click on the text and type or use Edit Contact (see Edit Contact on page 35). Note: Depending on how Other Information Fields are set up, you or may not be able to edit on screen. Contact ID Each contact has a unique numeric identifier called the Contact ID. It is assigned by the software and cannot be changed. Contact Owner Depending on how you result a call (see Result Call on page 32), you may be given an opportunity to assign the contact to a user. If a call has been resulted in this fashion, the user to whom the contact has been assigned becomes the contact owner. The username for the contact owner is displayed on the contact screen. Added On: The software records the date and time when a contact is added to the system. This date and time is displayed on the contact screen. Attached (documents and s) Use the fields associated with Attached to: keep track of sent s. Click # sent s to view a list. If the was sent with VanillaSoft s Web Form you are able to view the contents. If the was sent using your computer s default application you must open that application to view the contents. keep track of added electronic files. Click # files to view a list. In the list, click the file name to open the attachment. 29

32 add attachments to the contact. Click add. You are prompted to select from the Document Library or to browse your computer for files. To choose from the Document Library. 1 - Select the file. 2 - Select the right arrow ( ). 3 Click Attach. Contact s Time Displays the contact s time of day. Quick Result Call (See Result Call on page 32 for more detail.) Quick Result Call lets you assign a result to a call without having to open the result call dialog box. Result codes appear in the Quick Results section if they do not require additional information such as Schedule an Appointment, User Choice, and Require Comments. To use Quick Result Call, select the result and click Save. Use Other to open the Result Call dialog box. Call Script VanillaSoft has an assortment of scripting and script response options that are set up by the Administrator. Scripts can be single or branching. They can be assigned to projects, teams, and lead statuses. The text that appears can be highly specific and tailored to the campaign. Script responses are links that are associated with a script. When you click on them they can lead you to additional scripts. Script responses can be recorded by the software if 30

33 configured to do so. Responses can be recorded as predefined text or typed text. Responses can also be associated with custom fields such that when you click the response it appears (and is recorded) in the custom field. Reference Figure 7 - Example of a branching script with associated responses. Script association A variety of scripts may be presented to you depending on the current project, team, or lead status. Branching Scripts Figure 7 shows a typical example of a branching script. This particular script has two clickable options ( Interested and Not Interested ). These two options themselves could have associated scripts and responses. Depending on how the script is configured, when you click an option it may (or may not) be recorded in the Script Responses list, or it may (or may not) appear in one of the custom fields. Script Responses The Script Responses button (in the upper right corner of the scripting section) provides a record of script responses. If a response has been configured to capture information, the response text shows up in the response column automatically (see Interested in Figure 8). Figure 8 - Script Responses dialog box. Note: If you enter a manual response and there are no more script branches to choose from, the entry is not saved. This is because the act of choosing the next branch causes the software to save the current text to the Script Responses list. If you want to save the written response, go to Script Responses and add it. To do this: 1 Select the script from the script description drop-down list. 2 Type a response. 3 Click the green plus sign. 4 Click Save. Phone Numbers The Phone Number fields that are defined by the Administrator will appear on the Contact screen where a phone number is present. To edit the telephone numbers use Edit Contact (see Edit Contact on page 35). 31

34 Other Information Other Information provides an interface in which you can view the Lead Status plus custom fields created by the Administrator. To edit Other Information, use Edit Contact (see Edit Contact on page 35) or inline editing if enabled by the Administrator. Note: Depending on how Other Information Fields are set up, you may need to click on Edit Contact and add the field for it to appear if there is not already information in the field. Call History The Call History component of the screen displays a list that summarizes the call history for the current contact. The list includes: call dates call times call durations appointment dates appointment times results caller username comments Result Call When you finish a call, you should record the outcome of the call; this is called Resulting a Call. Result codes are configured by the Administrator. When you select the Result Call button on the Home page, the Result Call dialog box appears. 32

35 Save Figure 9 Result Call Use Save to save your changes and close the dialog box. Cancel Use Cancel to close the dialog box without saving. Result Code The precise result codes that appear depend on the set up that has been provided by the Administrator. However, a result can have a combination of the following characteristics. Results that require a scheduled appointment, specify a retry time, remove the contact from the list, or close the contact permanently. Results that prompt the software to dial the contact s next number, delete the failed number and try the next, or dial the next contact. Results that assign a contact to a specific user, or require that the caller assign the contact to a user. Results that change the lead status. Results that require comments. Comments Use the Comments field to record any notes that are related to the call. Date If you choose a result code that requires an appointment, the calendar appears for the current month and the next month. 33

36 Figure 10 Calendar Use the calendar to choose the date for the appointment. The current date has a grey background. Contact s Time/Caller s Time If you choose a result code that requires an appointment, you are prompted to enter a time. Figure 11 Contact s Time/Caller s Time Use the Contact s Time drop-down list to choose the contact s local time. The Caller s Time is generated automatically. It is calculated using the telephone area code. Note: If the contact is in a different time zone, pay close attention to the difference between the contact s time and the caller s time when scheduling an appointment. You should always choose the contact s time and not your time. Assign to User Figure 12 Assign to User Use Assign to User if the result code requires that a user is assigned to the contact. View Calendar appears if the result code requires that an appointment be scheduled. Click View Calendar to check the appointment schedule of the user to whom the contact is being assigned. Lead Status Figure 13 Lead Status Use Lead Status to assign a lead status to the contact. The Administrator is responsible for building the lead status list. 34

37 Depending on the configuration, the lead status list appears when certain result codes are chosen. This gives the caller the ability to change the Lead Status. Edit Contact Use Edit Contact to edit the details of an existing contact. (See Add New Contact on page 35 for details on specific fields.) Search Contacts Use Search Contacts to find a contact. To perform a search, use the fields that are provided to define the search filters and then click Search. If you click Search without specifying any search parameters. The software lists the first 500 contacts. Figure 14 Search Contacts The following is an example of a Search Result. Click the icon in the first column ( ) to display the contact on your Home page. Add New Contact Figure 15 Search result When you click Add New Contact, the following dialog box appears. Enter the required data and then click SAVE. The new contact appears on the Home page. 35

38 The Phone Numbers section displays the fields that have been created by the Administrator. Use Active and Inactive to display or hide the phone number on the Home page. The Administrator configures the Phone Label and Other Information label names. Fields in the Other Information section are also configurable by the Administrator and can vary in type. Types include: text fields, date fields, and numeric fields. Fields can also be set to accept data as an input or menu. Figure 16 Add New Contact 36

39 My Information Note: This feature can be disabled by the administrator. When you click My Information, the caller s general information appears. My Information allows callers to edit their own general and dialing information. Figure 17 My Information Along with the standard Names, , and phone number fields, the dialog box also provides the following: Project Assignment Use this drop-down menu to specify the project with which you are associated. When you make calls, you are presented with contacts in the project that you specify. This will only appear if enabled by the Administrator. Team Assignment Use this drop-down menu to specify the team with which you are associated (projects can have multiple teams). When you make calls, you are presented with contacts associated with the team that you specify. This will only appear if enabled by the Administrator. Send s Using Options include: Project Default which is the application that the Administrator has assigned to the project (which is one of the following). 37

40 VanillaSoft s Web Form when you a contact, VanillaSoft provides you with a Web based application. Desktop Application when you a contact, your computer s default application is used. Dialing Information Use the Dialing Information dialog box to configure a number of telephone parameters. See the document entitled How to Auto-dial, the link is located at the just above the General Information dialog box. This section only appears if you have a dialing license. For more information contact your Administrator. 38

41 My Calendar When you click My Calendar, the Calendar page appears. Use My Calendar to view appointments. To make an appointment, result a call that requires a scheduled appointment (See Result Call on page 32). Use Names shown in the Calendar to determine which names appear: Company, Full Name, or Both. Use Previous Month and Next Month to change the month and the tabs Month, Week, Work Week, Day to change the display range. Figure 18 My Calendar Place your mouse cursor over an appointment to view more details. 39

42 Figure 19 Calendar mouse-over My Appointments Use the My Appointments button to view a tabular list of your scheduled appointments. Click on the Contact ID to open the contact. Search Contacts (See Search Contacts on page 35) Add New Contact (See Add New Contact on page 35) Figure 20 My Scheduled Appointments 40

43 Documents Documents provides a list of files that are associated with the project. These files are made available by the Administrator. Figure 21 Document library associated with the current project Click an underlined file name to view the file. To add an attachment, use Add (located on the contact screen). Figure 22 The add attachment button. For more information see Attached (documents and s) on page

44 My CRM My CRM provides Customer Relationship Management functionality. It displays a secondary menu that includes: My Contacts My Reports My Stats My Contacts Note: This page may not be visible to some users. Access to this page is enabled by the Administrator. My Contacts displays a tabular list of contacts (comparable to that of a traditional CRM application) that have been assigned to you either through a call result or by the Administrator when the contact was added. You can show all your assigned contacts or use Only show My Contacts due to be routed today (in routing order). Click the icon in the first row to open the contact. Click the address to initiate an . Figure 23 My Contacts My Reports Note: This page is enabled by the Administrator and may not be visible to some users. To use My Reports, the Administrator must first set up access. 42

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