User Manual in two parts

Common Tasks and Features Administrative Functions

Version 2.0 January, 2017

Copyright © 2016 by Contacted. All Rights Reserved. User Manual

Table of Contents

Introduction ...... 8 Mobile login ...... 8 Getting Started ...... 9 Start Page ...... 9 System Requirements...... 10 Your personal computer ...... 10 Your computer web browser ...... 11 Internet connection ...... 11 Phone headset ...... 11 CONTACTED.com Modules ...... 11 Getting Help ...... 11 Accessing Help from Start Page ...... 12 Accessing Help from Individual Screens ...... 13 Dashboard ...... 14 Using Search ...... 15 Basic Search ...... 16 Advanced Search ...... 16 Advanced Search by Screen ...... 17 Basic Workflow ...... 18 Report Bug ...... 18 My Settings ...... 19 Change Phone Dialer...... 19 Selecting Your Phone System ...... 19 Protocol Notes ...... 20 Configure Dashboard ...... 20 Applets ...... 21 Configuring Applets ...... 22 Control Panel User Settings ...... 23 Account ...... 23 Alerts ...... 23 Browsing Records ...... 24 Browsing Tables ...... 24 Calendar ...... 25 Dialing ...... 25 Email Identities ...... 25 Email Signatures ...... 25 Filters ...... 25 Forms ...... 25 Misc ...... 26 .Notify ...... 26 Printing Settings ...... 26

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Quick Access ...... 26 Regional Settings ...... 26 Screen Navigation ...... 27 Customizing Navigation ...... 28 Quick Access Menu ...... 30 Launchpad ...... 30 My Company ...... 31 My Contact ...... 32 Companies Overview ...... 34 Add Company ...... 34 View Companies ...... 35 Filter the Companies View ...... 35 View or Work with Single Records ...... 36 Edit Company Details ...... 37 Contacts Overview ...... 39 Add Contact ...... 39 Options ...... 40 View Contact ...... 40 Filter the Contact View ...... 41 View or Work with Single Records ...... 41 Edit Contact Details ...... 43 Listings ...... 45 Create a List ...... 45 Add Contacts or Companies to Listing ...... 46 Edit Listings ...... 47 Edit Listing Details ...... 48 Edit Contact Details ...... 48 Meetings ...... 50 New Meeting ...... 50 Edit Meeting ...... 51 Delete Meeting ...... 51 Phone Calls ...... 52 Schedule Phone Calls ...... 52 Record Result and Follow-Up Actions ...... 53 Tasks ...... 54 Create Task ...... 54 Screen Options ...... 55 Record Result and Follow-Up Action ...... 55 View a Task ...... 55 Edit a Task ...... 56 Marketing ...... 57 Call Scripts ...... 57 Call Script Templates ...... 57 Create Collapsible Text in script template ...... 59

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Call Script Example ...... 60 The Anatomy of a Call Script ...... 61 Rejection Script ...... 61 Follow-Up Script ...... 62 How to Use Call Scripts ...... 62 Call Campaigns ...... 63 Campaign Objectives ...... 63 Prerequisite steps ...... 63 Create Call Campaign...... 63 Settings ...... 64 Call Campaign Rules ...... 65 Launch Call Campaign ...... 67 View Call Campaign Statistics ...... 68 Statistics ...... 69 Dispositions ...... 69 Setttings ...... 69 Rules ...... 69 Automatic Reports ...... 70 List ...... 70 Phone Calls ...... 70 Email Campaigns ...... 71 Sending Single Emails Manually ...... 71 Sending Bulk Emails ...... 71 Email Templates ...... 72 Create Email Campaign ...... 73 Launch Email Campaign ...... 75 Contact Categories ...... 77 Creating Contact Categories ...... 77 Sales Opportunities ...... 80 Sign-up Forms ...... 81 Create Sign-Up Forms ...... 81 Edit Existing Sign-Up Form ...... 82 Products ...... 84 Enter New Product ...... 84 Edit Product Information ...... 85 Stock Keeping Units (SKUs) ...... 85 Reports ...... 87 How to Access Reports ...... 87 Call Campaigns ...... 87 Call Campaigns by Telemarketer ...... 88 Email Campaigns ...... 88 Sales Opportunities by Salesman ...... 89 User Activity ...... 89 Calendar ...... 91

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Default Calendar View ...... 91 Agenda View ...... 91 Time Period View ...... 91 Add Calendar Event ...... 92 Send Email ...... 93 Sending Single Email Manually ...... 93 Shoutbox ...... 95 Administrative Functions ...... 96 Administrator ...... 97 Account Information ...... 99 Users ...... 99 Contacted API ...... 100 Disk Space ...... 100 Wallet ...... 101 Account Status ...... 101 Top Up ...... 102 Subscriptions ...... 102 Transaction History ...... 102 Store ...... 102 User Configuration ...... 103 Configuring Access Restrictions ...... 103 Default User Settings ...... 105 Home Page ...... 106 Default Dashboard ...... 107 Login Audit ...... 108 Data ...... 109 Common Data ...... 109 Add or Edit Record Sets ...... 110 View Common Data Items ...... 110 Add Common Data Items ...... 111 Edit Common Data Items ...... 111 Country Calling Codes ...... 112 Countries ...... 112 CRM Data ...... 113 Companies_Groups ...... 115 Contacts_Groups ...... 115 Contacts ...... 116 Base Notify ...... 116 Premium ...... 117 Import Data ...... 118 Contacted_Base ...... 118 Call Campaign ...... 119 Record Browser ...... 122 Tab Selections ...... 123

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Manage Records ...... 123 Manage Add-ons ...... 123 Permissions ...... 123 Settings ...... 124 Clipboard Pattern ...... 124 Duplicate Records Criteria ...... 125 Data Import ...... 126 Create CSV File for Import ...... 126 Import CSV Data File ...... 126 Import Data to the Contacted Database...... 127 Create and Process Data Import Queue ...... 127 Related Record Sets ...... 129 Example of Meeting Records Related to Phone Call Records ...... 129 Features Configuration ...... 132 SMS Settings ...... 132 Configure Clickatell SMS Gateway ...... 133 Configure Twilio SMS ...... 133 Print Logo Options ...... 133 Printing Documents ...... 134 Paper Size and Font Selection for Printing ...... 134 Custom Print Template ...... 134 Print Templates ...... 134 Mail Server Settings ...... 136 Mail Server Settings for Manual Transmission ...... 136 Mail Server Settings for Sending Emails ...... 136 Mail Server Settings to Use External Bulk Mail Server ...... 137 Configure MailChimp as Your Email Marketing Platform ...... 138 Title and Logo Configuration ...... 138 Page Title and Module Captions ...... 139 Small Logo Shown on Every Screen ...... 140 Larger Logo for Login Screen ...... 140 Asterisk Settings ...... 140 Custom Print Template ...... 141 Using CK Editor ...... 142 Email Campaigns ...... 142 Settings ...... 142 Tracking Image Management ...... 144 Campaign Settings ...... 144 Email Server Settings ...... 145 Mail Signature ...... 145 Related ...... 146 Call Campaigns ...... 147 Default Call Campaign Settings ...... 147 Default Campaign Rules ...... 148

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Automatic Reports ...... 149 Third-Party Integrations ...... 152 Clickatell ...... 152 Filtering by TimeStamp ...... 153 Twilio (Telephony and Text Messaging) ...... 153 Twilio Telephony ...... 153 Twilio SMS Gateway ...... 154 MailChimp ...... 155 Prerequisites ...... 155 MailChimp Configuration ...... 155 Sending Mail with MailChimp ...... 157 Regional Settings ...... 158 Language and Translations ...... 158 Default Language ...... 159 Additional Functions ...... 159 Currencies ...... 159 To Add or Edit Currency ...... 160 Countries ...... 160 Add or Edit a Country Listing ...... 161 Delete a Country Listing ...... 161

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Introduction

This User Manual for the CONTACTED.com Contact Center describes all the operational tasks that users and administrators need to perform to configure and operate the Contact Center. The guide is divided into two sections:  A User section which describes the common tasks and features involved in operating the Contact Center and focuses on new users who need to learn the system.  An Administrative section intended for supervisory personnel who have Admin access to the Customer Relationship Management (CRM) database.

We will appreciate user feedback about this Help Manual. Such feedback can be sent to the Contacted.com Help Desk by completing the on-line Contact Form on our website Contacted.com., Any topics omitted, or not clearly explained, can be rectified based on your feedback.

Mobile login

Contacted.com can be used as a desktop application, or it can be accessed with a mobile device. The system automatically detects if the access request originates from a mobile device and prompts the user to choose Desktop or Mobile login. For speed reasons, the mobile menu is simplified.

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Getting Started

After opening an account with Contacted.com, the first essential task is to set up outbound voice and email communication channels. These requirements are described in the following topics:  Change Phone Dialer  Email Server Settings

From there, you may wish to familiarize yourself with the topics in this Getting Started section. Access one of the following sub-topics to learn more;

 System requirements.  Getting Help explains the extensive help systems incorporated with Contacted.com and how to access and use them.  Using Search explains how to use basic and advanced search.  Basic Workflow which outlines the basic tasks in getting started with your Contact Center.

Start Page

When you first log to Contacted as a registered user, you will see the following Quick Start screen.

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This screen will guide you to the screens you need to use to quickly launch a call campaign. Once familiar, select the check boxes next to each subject entry and this screen will not be shown again when you next log in. If your require additional help and guidance, select the Help button to access our Interactive Help System and a comprehensive User Manual.

System Requirements To Install and operate the Contacted.com Contact Center, you only need a Personal Computer (PC or Mac), an Internet connection, a phone connection, and a noise-reducing headset.

Your personal computer Your computer operating system can be one of the following:  Windows  Mac OS  Unix  Linux

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Your computer web browser You can operate Contacted.com with one of the following web browsers:

 Google Chrome  Firefox  Safari  Opera.

Internet Explorer is not supported.

Internet connection 256 kbps as a minimum, but preferably a faster connection commonly available.

Phone headset The headset should feature noise-suppression so your conversations are not disrupted by interference from external sources.

CONTACTED.com Modules

The Contact Center system is hosted in the Contacted.com Data Center.

The different modules listed below are fully integrated in the Contact Center software suite and their individual operation is largely transparent to users.

 A powerful Customer Relationship Management (CRM) system.

 Script Writer with Mail Merge.

 Auto-Dialer for next record in database.

 Call Disposition integrated with Auto-Dialer.

 Online User Manual, Interactive Help System, and video tutorials.

Users need not concern themselves how, when, and where they access individual modules but should instead focus on the different tasks they need to accomplish using this software. These tasks are described in detail in the following sections of this User Manual.

Getting Help

Contacted.com has an comprehensive help system including an Interactive Help system available from the Start Page or from each individual screen of the system. There is also an online User Manual that an be accessed from a link on the Start Page.

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Accessing Help from Start Page

You can access Help topics from the Start Page as follows:.  If the Start Page still displays after login, click the Help tab to access the help screen shown below  If the Start Page has been disabled by the user, select Start Page from the Main menu to show the same screen shown below In both cases, the following Help screen is displayed.

On this screen you have access to the Interactive Help System and to the User Manual. 1. Select the Help tab to ensure you are in the right place 2. Enter a keyword in the search field to display a list of of help topics that include: 1) Interactive Help Guides, 2) User Manual help topics, and 3) Contacted help videos 3. Select the User Manual link to go directly to the User and Administrative help manual.

The following screen image illustrates how help topics are listed:

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Accessing Help from Individual Screens

Select the Help button located at the top of each individual screen to access display the Help screens shown above.

Interactive Help Illustration

When you enter a keyword to search for a help topic, a list of relevant Interactive links are displayed. The Interactive Help System progressively guides you using a series of arrows that point to the screen on which a particular function is actioned. The following series of images illustrate the sequence.

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Interactive help Tour

On the Start Page Help tab, you will find a menu of interactive help topics.

Dashboard

Once you close the Start Page, Contacted.com displays the Home Page, commonly called the "Dashboard". Its appearance, and the content it displays, may vary depending on how users customize Contacted.com.  For detailed information on how to configure the dashboard, refer to the Help topic titled Configure Dashboard.  Users also have the option to select a different home page. For further information, refer to User Configuration > Home Page in the Admin section of this guide.

An example of the Dashboard screen is shown in the following screen image.

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The following screen components are included in this example:  Top Bar. Main Menu Home button Quick Access Menu Interactive help Button Screen Identifier (Dashboard).  Logo and Action Bar. Screen logo which, in the Contacted set-up process, can be changed to a specific company logo. Action bar with customizable Quick Action Buttons. Logout and Search buttons Perspective My Records button which allows users to show: 1) All Contacts in Perspective selection, or 2) Show only users in Perspective selection.  Applets All screen components below the screen logo and Action Bar are termed Applets. There are 20+ applets which can be selected and configured as user preferences. IMPORTANT. Certain screen applets are automatically displayed on the Dashboard. These show current or pending Meetings, Tasks, Phone Call, Examples of such applets on the Dashboard example shown above are Phone Call and Agenda. The Agenda applets identifies in red activities which are overdue.

Using Search

Search functions with several options are displayed on all screens. The system offers three different search functions. 1. Basic search

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2. Advanced search 3. Guided search (a tutorial type search)

Basic Search

The basic search function is shown in the following image.

You have two options on how to perform a search. 1. Leave the search field empty and click Search. Enter a keyword in the search field and click Search. Be aware that you need to enter a search phrase (keyword) that has an association with a help system topic, or with records stored in the CRM database. 2. The following search screen is displayed.

4. Enter a search phrase into the keyword field on top of the screen. If you already did so on the first screen, the keyword field will be populated with the same phrase. 5. Click one or more of the required check boxes to select: 1) Companies, 2) Contacts, 3) Phone Calls, 4) Files or 5) Downloads. 6. Click Search. 7. In the list of records retrieved, click the record you wish to inspect. The full details will be displayed on a separate screen

Advanced Search Advanced search is context sensitive and only available on screens where a specific condition or status can be entered as a search parameter. An example of advanced search for contacts is shown below.

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Search contacts 1. From the Main Menu, select CRM > Contacts. 2. Select Advanced Search to display the following screen.

3. In the Contacts drop-down menu, confine your search to: 1) All, 2) Recent, 3) Favorites, or 4) Watched. 4. In Advanced Search, confine your search to one or more of the following: 1) Company Name, 2) Category, 3) Status, or 4) Record Manager. 5. Select Show to show records that correspond to conditions entered. 6. Select Show All to clear condition and show all Contacts.

Advanced Search by Screen

For other Contacted.com screens, the following search conditions can be selected in Advanced Search.  Companies. Search by Categories.  Listings. Enter the option to display Active and Inactive Lists and display: 1) List name, 2) Type, and 3) List Maintainer.  Meetings or Phone Calls. Select Meetings by Employees and Status as one of: 1) All, 2) Not Closed, 3) Open, 4) In Progress, 5) On Hold, 6) Closed, or 6) Canceled.  Tasks. Search by: 1) Employees, 2) Status as shown above, 3) Priority, and 4) Tasks marked as Short-Term, Long-Term, or Both.  Call Script. Templates by Name.  Call Campaigns. Search by: 1) Date (From), 2) Date (To), 3) Employees, and 4) Status.  Email Templates. Search by: 1) Template name, and 2) Subject.  Email Campaigns. Search by: 1) List Name, 2) Type, and 3) List Maintainers.  Sales Opportunities. Search by: 1) Type, 2) Lead Source, and 3) Status.  Sign-Up Forms. Search by: 1) Title, 2) List, and 3) Allowed Sites.  Products. Search by: 1) Producer, and 2) Stock Keeping Units (SKUs).  SKU. Search by: 1) Stock Name, and 2) Price.  Users. Search by: 1) Categories, 2) Active (yes/no), 3) Admin (No/Administrator), 4) Access (permission). You can also search by 1) First Name, 2) Last Name, and 3) Email.

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Basic Workflow

Users can select individual tasks using the Main Menu, the optional Quick Access Menu, the Action Bar, or the Launchpad. The task selections are described in detail in this User Manual. New users may, however, benefit from the following outline of the basic workflow involved in running a Contact Center.

1. Configure the Home page (Dashboard) with its Action Bar, Quick Access menu, and Launchpad to suit individual preferences. This is a one-time task you can better address when you have become familiar with the system. See the topic title My Settings > Configure Dashboard for details. 2. Start by adding some companies and contacts with contact details and email addresses to the database. See topics titles Companies and Contacts for details. 3. Write call scripts for individual campaigns using the Script Editor. See topic group titled Call Scripts for details. 4. Create outbound call campaigns. 5. Action outbound call campaigns, capture and store call status in the database. 6. Create email campaigns, capture and store results in the database.

Beyond this basic overview, many additional tasks and system features are described in the following sections of this User Manual.

Report Bug

Use this screen to report a system bug to the Contacted.com support staff. To report a bug: 1. Select Account > Report Bug from the Main Menu. 2. On the screen displayed, select New Bug. 3. Click Select Files to attach a supporting file. 4. Enter as many relevant details as possible in the editor window. 5. Click Save.

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My Settings

This section of the User Manual covers the following topics:  Change Phone Dialer  Email Server Settings  Configure Dashboard  Screen Navigation  Control Panel User Settings

Change Phone Dialer

You obviously need a telephone system to communicate with prospective and existing clients.

Selecting Your Phone System

Your choices include:

1. A traditional phone line connected to a PSTN phone exchange. It is not the most cost effective system to use. 2. A VoIP soft phone. A soft phone is not a physical object but a piece of software that you install on your computer. The best known soft phone in use is probably Skype. a) Contacted recommends either Skype or Twilio as the most suitable soft phone to use. .b) Both of these protocols can be selected from the My Settings > Change Dialer drop-down menu. c) Twilio requires an account set-up with the supplier. Skype can be downloaded from the Internet and is free to use. 3. Other soft phone systems require you to open an account with a VoIP supplier of which there are many. VoIP is a far more affordable phone system to use.

To set up your phone system with CONTACTED, proceed as follows:

1. From the Man Menu, select My Settings > Change Dialer. 2. In the dialog box shown below, select your preferred dialing system. 3. The default soft phone protocol in Contacted.com is "web callto" which is compatible with Skype,

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ExpressTalk, QuteCom, EyeBeam and many other soft phones.

Protocol Notes

No definite instructions or recommendation can be provided about the choice of phone system. The VoIP market is extensive and the choice of supplier also depends on what suppliers are available in your geographical location. What follows, are some general notes about voice communication.  For users unfamiliar with VoIP and soft phone protocols, the best initial choice is most likely Skype. This is a Microsoft product that can be downloaded and used for free. It provides both free and paid for calls, video calls, conference calls and video conferencing.  The "callto" and "tel" protocols are web protocols. What this means is that your web browser sends a request to your computer, requesting it to open the default app for that protocol.  Most softphones in use have interface settings (remember that soft phones are computer programs) to register themselves to the "callto" or ""tel" protocol. For example, if you have Skype and a soft phone installed then, by default and depending on which one was installed last, your computer would automatically register itself to the protocol last installed.  The web "callto" protocol is compatible with Skype, ExpressTalk, QuteCom, EyeBeam and many other soft phones.  The "tel" protocol is more suitable for mobile devices.  Only the premium version of soft phones like Xlite, Bria and Zoipe can be used.  Windows users can define default programs in their operating system by visiting https://support.microsoft.com/en-us/help/18539/windows-7-change-default-programs.

Configure Dashboard

From the Main Menu, select My Settings > Configure Dashboard. The following screen is displayed.

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This screen provides the following functionality: 1. Find screen applets 2. Activate applets 3. Configure applets 4. Add new screen tab on which to place additional tablets

This is a custom made screen, designed for the purpose of managing screen applets. Users should be aware that there are additional options for configuring dashboard screen navigation. These settings are available through the CRM user interface.  Customizing the Action Bar by placing or removing Quick Access buttons. The Action Bar is context sensitive and the selections made in the Control Panel are only shown on the dashboard (Home page).  Adding a Quick Access menu located adjacent to the Main Menu. This will be displayed on all screens.  Configuring the Launchpad situated adjacent to the Action Bar and populating it with Quick Access buttons. This user interface will also be shown on all screens.

To access these options, select My Settings > Control Panel > Quick Access from the Main Menu. Complete instructions are included in the following topic titled Screen Navigation.

Applets

These are widgets that display different records stored in the CRM database.as well as widgets that display things like a Clock or Calendar.  The right-hand column of the configuration screen lists widgets which are currently inactive and not shown on the dashboard.  To activate an applet, place and hold the cursor on the title bar of the widget and drag it into position.  Widgets can be positioned in one of three columns, the wider center column or one of the narrower left or right columns.

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Configuring Applets

Once in position on the dashboard, applets can be configured. The following image shows the Recent Contacts widgets positioned in the narrow right-hand column of the dashboard (see above screen image).

In the right-hand corner of the title bar are 3 icons. Hover you cursor over them to find out what function they perform.  Select the left icon to display the widget full screen.  Select the middle icon to toggle the applet and display it collapsed or expanded.  Select the right icon to configure the applet.

The following images show the Recent Contact applet displayed as expanded, and the associated configuration dialog for this applet.

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Control Panel User Settings

The Control Panel is part of the Customer Relationship Manager (CRM) integrated with the CONTACTED Contact Center software. Most of the functions that can be customized on the Control Panel are related to the CRM database records and how they are displayed and used in the system. The function of each Quick Access button shown in the Control Panel is explained here.

To access the Control Panel, select My Settings > Control Panel from the Main Menu.

Account Use this function to change your password, or your email address.

Alerts Enter an email address to allow data notifications to be sent via email. You can also allow other people to set up alerts for you.

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Browsing Records This CRM configuration screen has three sections:

1. Browsing records. Specify how you want to view records. If unfamiliar, you may want to experiments with these settings

2. Default data view. Sspecify what specific records to display as a default. The choices are: 1) All records, 2) Favorites, 3) Recent, and 4) Watched records.

3. Automatically add to favorites records created by me relates to favorites records you have raised. Set these record choices as Disabled and enable them as you become more familiar with the system.

Browsing Tables

Set the number of records you want to show per page. Set the remainder of the options based on experience with the system. The system default is 20 records.

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Calendar

The available calendar settings are self- explanatory. Set in accordance with your personal preferences.

Dialing This configuration setting was explained in My Settings > Change Phone Dialer. The dialing prefix is your country code

Email Identities

This screen lists the email client that the user uses when sending email messages. The default mail client of the CRM is RoundCube

Email Signatures Click the check box on this screen to append a default signature to email messages sent

Filters Select whether "all contacts" or only "users" are shown in the Perspective selection .

Forms

Select how empty form fields are displayed. The options are: 1) text field, and 2) select field

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Misc Use this screen to select miscellaneous CRM options. The ten options listed are self-explanatory

.Notify Use this screen to specify how system Notifications are handled. There are three sections.

1. General. From the drop-down menu, select whether notifications will be shown once or multiple times.

2. Browser Notification - General. From the drop-down menu, specify that message should be close manually, or after a set time period.

3. Browser Notification - Module Specific Timeout. Like message closure, you specify whether Watchdog, Messenger alarms, Shoutbox and Mail indicator should be closed manually, or after a specified time period.

Printing Settings

Select page format paper size as one of: 1)Letter, 2) A4, or 3) Legal.

Select font as: 1) system default, 2) Japanese, 3) Korean, or 4) Chinese

Quick Access

This relates to Quick Access buttons which can be placed on the Dashboard Action Bar, or on the Launchpad for navigational purposes. The selections are explained in detailed in the topic titled System Customization > Customize Navigation.

Regional Settings

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This screen has a number of drop-down menus on which you can select:

1) Language preference, 2) Currency, 3) Date & Time format and Time Zone, 4) Location by country and state, and 5) Contacts display format.

Watchdog

Specify Watchdog content preferences as shown on the image below.

You can also select to have records sent to you by email.

Screen Navigation

The Contacted.com screen navigation system is flexible and can be customized to to suit user preferences. The following navigational features are available  Main menu (fixed)

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 Quick Access menu  Action Bar located at top of each screen  Launchpad The Action Bar on the dashboard can be customized by adding Quick Access buttons. However, only the Dashboard Action Bar can be customized. On any other screen, it is context sensitive and fixed.

Customizing Navigation Menu items for the Quick Access menu, and Quick Action buttons for the Action Bar and Launchpad can be added through on single Control Panel interface.

To configure screen navigation:

1. From the Main Menu, select My Setting > Control panel. 2. On the Control Panel screen, click the Quick Access. 3. On the selection panel screen displayed, select button and the placement preferred.

The following screens illustrate.

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Menu Items and Quick Access buttons can be set to appear on the Dashboard (home page) Action Bar, Quick Access menu, and on the Launchpad. The Launchpad is itself a Quick Access button which can be placed on the Dashboard Action Bar.

The screen image below shows only a small part of the menu options listed on this page

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There are three Quick Access options as shown on the above image. These options are: 1) Quick Access menu, 2) Quick Access button on Dashboard Action Bar, and 3) Quick Access button on the Launchpad. 1. Select the first check box labeled Menu to create and place items on a Quick Access menu. It becomes a drop-down menu like the Main Menu. 2. Select the second check box labeled Dashboard to place a Quick Access button on the Dashboard Action Bar. 3. Select the third check box labeled Launchpad to place a Quick Access button on the Launchpad.

Quick Access Menu

The Quick Access menu is located on the Dashboard top bar. It is a drop-down menu.

Launchpad

The Launch Pad is a quick access navigation panel on which you can place Quick Access buttons.

To easiest way to access and use the Launchpad is to place a Launchpad Quick Access button to it on the Action Bar of the Home page.

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My Company

Use this screen to add company details for a Contacted.com licensed user.

1. Add all relevant details about the company. 2. Select Edit to amend company details 3. Select Add Contact on the Action Bar to enter contact details of one or more individuals associated with the company. The Add Contact screen is shown below. 4. From the Companies sub-menu, add activities associated with the company. Such activities may

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include: 1) New Meeting, 2) New Task, 3) New Phone Call, 4) New Note, and 5) New Sales Opportunity. 5. Select one of the green button menus to display activities associated with the company. These may include: 1) Contacts, 2) Emails, 3) Email addresses, 4) Activities, 5) Sales Opportunities, 6) Lists, 7) Addresses, and 8) Notes and Documents. 6. Select Add New to add a new activity. 7. In the table of Contacts associate with the company, select an icon to View, Edit, or Delete a contact.

Use the screen shown above to add Contacts associated with the company. Select Paste Company Info to insert company details from the My Company screen.

My Contact

To add one or more contacts associated with the company of a licensed user, select My Settings > My Contact from the Main Menu.

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1. Select Copy Company Data to insert company details associated with the contact. 2. Enter all relevant contact details. 3. From the Contacts sub-menu, add activities associated with the company. Such activities may include: 1) New Meeting, 2) New Task, 3) New Phone Call, 4) and 4) New Sales Opportunity. 4. Select one of the green menu buttons to display activities associated with the company. These may include: 1) Details (domestic details) 2) User Account, 3) Notes and Documents, 4) Sales Opportunities, 5) Emails, 6) Email addresses, 7) Activities, 8) Lists, and 9) Addresses.

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Companies Overview

This topic section details how you can add, view, edit and delete Company records

Add Company

Proceed as follows to add a new company to the database.

1. Click the Companies Quick Access button on the Dashboard Action Bar, or select select CRM > Companies from the Main Menu.. 2. On the Add Companies screen, click New on the Action Bar. The following screen is displayed.

3. Add as many details as you have available about the company. 4. In the Categories field, select a category to which you wish to add the company. This should be a group to which you can target a call or email campaign. See Marketing > Contact Categories for information on how to create new categories.

NOTE You can associate contacts with companies on the Add Contact screen.

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View Companies

To view a company record: 1. Click the Companies Quick Access button on the Dashboard Action Bar (if added to the Action Bar). 2. Alternatively, select CRM > Contacts from the Main Menu. The following screen is displayed.

You have 5 options to filter or refine the view. 1. Select the Watch button on the Action Bar to add a Category selection option to the screen.. 2. From the Companies drop-down menu, select: 1) All, 2) Recent, 3) Favorites, or 4) Watched. 3. To view an individual company, select the first icon in the list of companies listed. 4. In the Categories drop-down menu, select a Category and press Show to limit the listed companies to one single category. 5. Select the Advanced Search button to further refine the listing. The following dialog is displayed with Advanced Search. On this screen, you can search companies by: a) Company Name b) Phone c) Categories d) Ciy e) State and Region

Filter the Companies View

You can filter the view by selecting company name, category, status, and perspective.

1. From the Main Menu, select CRM > Companies or click the Companies Quick Access button on the

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Action Bar. 2. On the screen illustrated below, click the Watch Quick Access button.

To filter the records to display only what you wish to view, use one of the following alternatives: 1. From the Companies drop-down menu, select one of 1) All, 2) Recent, 3) Favorites, or 4) Watched. 2. In the Company text field, enter a Company Name. 3. From the Categories drop-down menu, select one of 1) Customer, 2) Developer, 3) Field staff, 4) Office staff, or 5) any other category you have added to the system. 4. From the Status drop-down menu, select one of 1) Open, 2) New Lead, 3) Assigned, 4) Prospect, 5) Customer, 6) Canceled Customer, 7) Reseller, 8) Dealer, 9) Duplicate, or 10) Delete Duplicate. 1) Find records by Search or Advanced Search. 5. Click Show.

View or Work with Single Records

As shown in the above image, each individual record has a number of icons on the left-hand side.

To view record details for an individual company, click the 1st icon to view company details, the 2ns icon to edit company details. The following Contact screen is shown.

This is the original screen on which the company details were entered. On this screen, you can: 1. Choose an action from the Action Bar. 2. Click a button next to the Contacts bar to view or enter: 1) New Meeting, 2) New Task, 3) New Phonecall, or 4) New Sales Opportunity. 3. Click one of the green menu items below the record details to view: 1) New Notes or Documents, 2) Sales Opportunities, 3) E-Mails, 4) E-mail addresses, 5) Activities, 6) Lists, or 7) Addresses. 4. Print or export company details, or add new company.

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Edit Company Details

To edit company details, proceed as follows:

1. From the Main Menu, select CRM > Companies or click the Companies Quick Action button on the Action bar. The screen shown below is displayed.

2. In the table displayed, find the company record you want and click the icon labeled Edit. The Company details screen shown below is displaced.

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1. Edit company details as required and click Save on the Action Bar 2. .You can add or view Notes associated with the company a) Click New Note to add a note or document. b) Filter the display of existing notes by: 1) Keyword, 2) User, 3) Start Date, 4) End Date, 5) Deleted Notes.

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Contacts Overview

This topic section details how you can add, edit and delete Contact records.

Add Contact

Proceed as follows to add a new contact to the database.

1. Click the Add Contact Quick Access button on the Dashboard Action Bar (if added to the Action Bar). 2. Alternatively, select Menu > CRM > Contacts. 3. On the Contact screen, click New on the Action Bar. The Add Contact screen is displayed.

4. Add as many details as you have available about the contact. 5. In the Categories field, you can assign the contact to a specific category such as position or niche market. See the topic titled Create Contact Categories for instructions on how to add additional contact categories, especially categories that correspond to target groups.

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Options

Below the main screen, select of of the following tabs: 1) Details (home details), 2) User Account, or 3) Notes and Documents.

Details. Add home or residential details in this section.

User Account. Add user account details for employee or agent such as login details and access permission.

Notes and documents Use this screen to add or view existing notes and documents relevant to a particular contact.  Select New Note to add details.  Enter search parameters and click Filter to sort and select existing entries.

View Contact

To view contacts: 1. Click the Contacts Quick Access button on the Dashboard Action Bar (if added to the Action Bar). 2. Alternatively, select Menu > CRM > Contacts. 3. On the Add Contact screen, click Watch on the Action Bar. The following screen is displayed.

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Filter the Contact View

You can filter the contacts to view as follows:

1. In the Contacts field drop-down menu, select one of: 1) All, 2) Recent, 3) Favorites, or 4) Watched. 2. In Advanced Search fields, select one or more of the following options: 1) In the Contacts field, select one of 1) All, 2) Recent, 3) Favorites, or 4) Watched. 2) In the Company text field, enter a Company Name. 3) From the Categories drop-down menu, select a category. Leave blank, select a default category, or one you have created. 4) From the Status drop-down menu, select one of 1) Open, 2) New Lead, 3) Assigned, 4) Prospect, 5) Customer, 6) Canceled Customer, 7) Reseller, 8) Dealer, 9) Duplicate, or 10) Delete Duplicate. e Click Show. 3. In the Search Bar located at the top of the Contact list, enter on or more of the 10 search parameters listed.

View or Work with Single Records

As shown in the image shown below, each individual record in the table has a number of icons on the left- hand side.

To view record details for an individual contact, click the 2nd button (see arrow).

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The screen shown below is displayed.

On this screen, you can: 1. Choose an action from the Action Bar such as: 1) Copy Company Data, 2) Edit, 3) Delete, or 4) Send Mail.

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2. Click a button on the Contacts bar to view or enter details about: 1) Meeting, 2) Task, 3) Phonecall, or 4) Sales Opportunity. 3. Click one of the green menu items below the record details to view: a) Details. View home or residential data associated with this contact, b) User Account. View details (if active), c) Notes and Documents, View or add. d) Sales Opportunities, View or add. e) Emails. View emails associated with this contact, f) Email Addresses. View or add for this contact, g) Activities. View activities such as Meetings, Tasks and Phone Calls associated with this contact, h) Lists. Add contact to existing list, create new list, and view existing lists by alphabetical order, j) Addresses. View addresses associated with this contact. .

Edit Contact Details

To edit contact details, proceed as follows:

1. From the Main Menu, select CRM > Contacts or click the Contacts Quick Action button on the Action bar. The familiar contact list screen. 2. In the contact list, click the third icon, labeled Edit, for the contact to be edited.

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3. The Contact Edit screen is displayed.

4. Edit the contact details as required and click Save.

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.

Listings

Call lists and Email lists enable campaign automation.

 In Call Campaigns, the inbuilt Auto Dialer will call the next contact in the listing as soon as a call has been terminated.  In Email Campaigns, an email can be automatically sent to every contact in a listing.

Create a List

To create a list for a Call Campaign or an Email Campaign, proceed as follows:

1. Select CRM > Listings from the Main Menu. 2. On the screen displayed, select New on the Action Bar. The screen shown below is displayed.

3. Enter a name for the list. For practical purposes, choose a name the identifies the group of contacts, or the niche market that the list addresses. 4. Select the type of list as one of: 1) Call Campaign, 2) Email, 3) Email Campaign, or 4) Mailchimp. 5. In the Description field, enter a brief list description. 6. Add New Note to list as required.

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7. Click Save on the Action Bar. .

Add Contacts or Companies to Listing

To add records to a listing, proceed as follows: 1. Select CRM > Listings from the Main Menu to display a list of existing listings.

2. Select the View icon to access the following screen.

8. To start entering Companies/Contacts to the list, click either Add Record(s) to List on the Action bar, or click the Add New menu button. The screen shown below is displayed.

9. Select Search Contacts on Table or Search Companies on Table. The screen shown below is displayed.

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10. The following options can be used to add contacts or companies to a listing. a) Select or Deselect all entries in the contacts or companies list displayed. b) Click the Select icon for individual entries to be added. b) Use Advanced Search to select contacts or companies by: 1) Name, 2) Categories, 3) Status, or 4) Record Manager. 11. Once the selection is complete, click the Commit Selection on the Action Bar. 12. Select the Submit button in the previous screen image Add New Record(s) to List..

Edit Listings

Editing an existing list is a two-stage process. Proceed as follows:

1. Select CRM > Listings from the Main Menu. 2. All existing lists are displayed in a table format as shown in the image below.

There are two options for editing the listing:  Edit the list details shown in the top half of the screen (1).  Edit the contact details shown in the bottom half of the screen (2).

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Edit Listing Details To edit the top half of the screen: 1. Select Edit on the Action bar to display the listing screen.

2. You can edit the following details: 1) List Name, 2) List Building field, 3) List Maintainer, and 4) List Description.

Add new Note to listing

1. To add a new Note to the list, click the New Note button to display the Note Edit screen.

2. Select Select files to add existing document or image to the listing. 3. Enter and edit note in Note editor window. 4. Click the tool bar icon shown in image to display the advanced format editor.

Edit Contact Details

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1. Select an icon in the contact details table to add, edit, or remove a contact or company from the listing. 2. Select the View icon for a particular contact or company details. 3. Select the Edit icon for a particular contact or company to edit their details. 4. Select the Remove icon to remove the contact or company from the listing. Further options on this screen include: 1. Select Add New to add additional contacts or companies to the listing. 2. Select Call Campaigns to create a call campaign for this listing. 3. In the Record Type drop-down menu, filter the listing to show only Contacts or Companies.

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Meetings

Schedule and manage meetings using the CRM > Meetings menu item.

New Meeting

To set up and schedule a new meeting on Contact Center, proceed as follows; 1. To schedule a new meeting, select CRM > Meetings from the Main Menu. 2. Click New on the Action Bar to display the screen shown below.

3. Enter title for meeting. 4. Select Permission as one of: 1) Public, 2) Public - Read Only, or 3) Private. 5. Select Priority as one of: 1) Low, 2) Medium, or 3) High. 6. Select Status as one of: 1) Open, 2) In Progress, 3) On Hold, 4) Closed, or 5) Canceled. 7. In the Employees dialog, select one or more people and click the > icon to transfer their names to the right-hand side of the dialog box. 8. Select the date and time for the meeting 9. Select the Duration/End Time for the meeting. Press the Toggle button to switch between Duration and End Time.

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10. Select a Recurring Event value in its drop-down menu. 11. Enter the name of customers who will attend the meeting. The field is auto-filled as you start typing names which are stored in the CRM database as contacts. 12. In the Description field, enter the purpose or description of the meeting. 13. Select New Note to enter a note or document relevant to the meeting, or search for existing notes using Filter selections.

Edit Meeting

To edit the details of an already scheduled meeting, proceed as follows; 1. To schedule a new meeting, select CRM > Meetings from the Main Menu. 2. If you wish to view meeting details, select the View icon, then select Edit button on the Action Bar. 3. If you wish to edit without viewing, select the Edit icon for the meeting in the list of meeting shown in the table of meetings listed.

4. Edit the meeting details as required. 5. Select New Note if you wish to add a note or document about the meeting. 6. Click Save on the Action Bar.

Delete Meeting

To delete an already scheduled meeting, proceed as follows.

1. Select CRM > Meetings from the Main menu. 2. In the table of meeting displayed, click he Delete icon.

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Phone Calls

This section explains how to make single phone calls which are routed via the Contacted.com host server. You will also find detailed instructions for Scheduling Phone Calls and Record Results and Follow-Up Actions. .

Schedule Phone Calls

To schedule and phone call and record the outcome and any required follow-up actions, proceed as follows: 1. Select CRM > Phone Calls from the Main Menu. 2. Click New on the Action Bar. The following screen is displayed

3. In the Subject field, enter the purpose for the call. 4. In the Customer field, start typing a customer name. Provided the customer exists as a contact, this field will auto-complete. 5. In the Employees field, assign the call to yourself or to an employee. 6. In the Description field, describe the background and purpose of this call.

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7. In the Date and Time field, schedule the date and time for this call. 8. As an option, you can click New Note to enter explanation or reminder notes. 9. When complete, click Save.

Continue to the next topic for information on how to record result and required follow-up actions.

Record Result and Follow-Up Actions

Once a scheduled phone call has been completed, you can record the result and any required follow-up action. 1. Select CRM > Phonecalls from the Main Menu. A table of phone call records is displayed.

2. Click the View icon for the scheduled call listed in the table. The following screen is now displayed. 3. The list shown can be filtered to one of: 1) Not Closed, 2) Open, 3) In Progress, 4) On Hold, or 5) Canceled. 4. If you wish to view current details before adding more details, select the View icon, then select Edit button on the Action Bar. 5. If you wish to edit without viewing, select the Edit icon for the required phone call in the table of meetings listed. 6. To update the call status, set the Call Status to one of 1) Open, 2) In progress, 3) On hold, 4) Closed, or 5) Canceled. 7. On the Phonecalls sub-menu, located below the Action bar, you can select 1) New Meeting, 2) New task, 3) New Phonecall, or 4) New Note. 4. Click New Note and enter additional details if so required.

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Tasks

Tasks can be assigned to employees and addressed to customers. The screen on which tasks are created is very similar to the Phone Calls screen

Create Task

To create a new task: 1. Select CRM > Tasks from the Main Menu. 2. On the screen displayed, click New in the Action Bar. The screen shown below is displayed.

3. In the Title field, enter a task title. 4. In the Status field, select one of 1) Open, 2) In Progress, 3) On Hold, 4) Closed, or 5) Canceled. 5. In the Priority field, select one of 1) Low, 2) Medium, or 3) High. 6. In the Employee field, assign the task to yourself or to a staff member. 7. In the Deadline field, click to display a calendar and pick a date for completion. 8. In the Customer field, start typing the a customer name stored in the CRM database. If found, the field will auto-complete. 9. Click the New Note button if you want to attach a reminder or explanation note. 10. Click Save on the Action Bar to save the task.

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Screen Options 1. In the Tasks sub-menu, located below he Action Bar, you can select and add New Meeting, New Task, New Phone Call, or New Note. 2. At the bottom of the screen, you can select to view Alerts, Emails, Pending Tasks associated with the phone call, and existing Notes and Documents. .

Record Result and Follow-Up Action

At any time, you can change the task status, or record the result and any required follow-up action. Select CRM > Tasks from the Main Menu to display a list of current tasks.

You have the following options to refine the search in order to find the task to be updated. 1. If you wish to view task details, select the View icon, then select Edit button on the Action Bar. Alternatively, click the Edit icon for the task to be modified. 2. Use the Advanced Search options to filter the tasks by: 1) Employees, 2) Status, or 3) Priority. Click the Show button. 3. In the search fields located above the task list, filter the tasks displayed in the table as required.

View a Task In the table of tasks, click the View icon to display the original screen on which the task was created.

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. The following options can be actioned on this screen: 1. Select Edit on the Action Bar to modify or update the task details. 2. Select and create New Meeting, New Task, New Phone Call, or New Note. 3. View Alerts, Emails, Pending Tasks, and Notes.

Edit a Task 1. On the Task View screen shown above, click Edit on the Action Bar. Alternatively, select the Edit icon in the list of tasks displayed (see first screen image above). 2. Edit the task details as required. 3. View Pending Tasks as well as Notes and Documents relative to the task.

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Marketing

Contacted.com marketing focuses on the following topics. all described in detail in this section of the User Guide. 1. Call Scripts 2. Call Campaigns 3. Email Templates 4. Email Campaigns 5. Contact and Company Categories 6. Sales Opportunities 7. Sign-Up Forms

Call Scripts

CONTACTED.com has an excellent call script editor. Using it, you can easily create call scripts complete with branch conditions to handle different client responses.

Call Script Templates

Call Script templates are not supplied by Contacted.com because each template has to be customized for each unique Call Campaign. However, the script template page shown in the image below is designed to make the task of creating call templates easy. To access this screen: 1. Select Marketing > Call Script Templates from the Main Menu. 2. Click New on the Action Bar to display the template editor screen shown below. 3. In the Name field, insert a name that uniquely identifies the call script template. You will need this when

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creating a Call Campaign. 4. To insert Data Merge field into the script, select Target or Employee. 5. In the list of data merge fields displayed, select Insert to merge a particular field into the script.

When using the script, the system will: 1. Synchronize the script with an existing Call Listing. 2. Automatically and sequentially populate the inserted Merge Fields. 3. Identify the "next record to dial" from a specified Call Listing. This feature is part of the Next Record in Database Auto-Dialer.

Additional features of the Call Template Script Editor include:  Select Add Page to create an additional script page. Use this feature to create branch conditions used to handle questions, interruptions, or objections to the scripted conversation. The page number of additional pages will be shown on the script editor screen.  Select Link to Page. Use this feature to label and link pages together. For example, you may label Page 2 "Rejection" and place this label at a point in the original script where this may occur. The additional page can be scripted to best handle rejections. An example is shown in the topic titled Call Script Example. a) Add a Link Label that identifies the purpose of the additional page. b) Select the page to which the additional page is linked.

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Create Collapsible Text in script template. A list of collapsible text options can be selected in the dialog box shown below. To used this feature: 1. Select a the type of collapsible text required from the list. 2. Enter a Collapsible button label. 3. Enter the collapsible text in the text field. 4. Place the cursor in the location of the script where the collapse button will be located and click Insert Placeholder. 5. Select OK.

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Call Script Example

A very simple script is shown in the following image.

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The Anatomy of a Call Script

This very simple call script contains three separate pages: 1) The introduction shown in the above image, 2) A separate page for a script on how to handle a rejection, and 3) A script page for how to present a follow-up call with the client.

1. Merge Fields are automatically populated from contact data records. For example, the [last name] Merge Field will be automatically filled with the called party's last name. 2. Labeled buttons take the operator to separate pages which display response to different customer reactions.

As seen, the script can be interrupted by clicking on the Rejection button. This link would take the operator to a script on how to best respond to the rejection.

Examples of the particular scripts for Rejection and Follow-Up are shown below

Rejection Script

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Follow-Up Script

How to Use Call Scripts

Call scripts are used in association with Call Campaigns. The prerequisites for using a call script are:  Creating a listing for use with the call script. See Create a List..  Creating a Call Campaign. See Create Call Campaign.

1. Select Marketing > Call Campaigns from the Main Menu. 2. Click New on the Action Bar. The screen shown above is displayed. 3. Enter a name for the call campaign. 4. In the Call Script drop-down menu, select the call script to be used. 5. In the List section, select Custom List and open the drop-down menu to select the listing to be used in the campaign. 6. Click Save, 7. Select Start Dialing on the Action Bar.

See Call Campaigns for further information.

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Call Campaigns

Campaign Objectives

Before you set up a call campaign, you need a campaign plan. You also need to complete few prerequisite steps in this system. 1. What is your target market? In other words, who are you going to call? 2. What is your campaign objective? What is your purpose in calling your contacts or companies?

Prerequisite steps To prepare your call or email campaign, you must first complete the following steps. 1. Set up Contacts and/or Companies. 2. Assign contacts to a specific category. For example, if you intend offering a service to hairdressers, create a contact category called "hairdressers". 3. Create a Call Script for the campaign. . 4. Create a Call Campaign Listing that contains the contact details for members of the assigned category, e.g. "hairdressers"..

To complete these steps, refer to the following topics in this User Guide. 1. Contacts > Add Contact. 2. Call Campaigns > Create Contact Categories. 3. Call Scripts > Call Script Templates. 4. Listings > Create a List.

Once complete, you can set up your campaign. See Campaigns > Call Campaigns > Create Call Campaign or Campaigns > Email Campaigns > Create Email Campaign.

Create Call Campaign

Before you proceed in creating a Call Campaign, refer to the Call Campaigns topic at the start of this topic group. There you will find all the prerequisite steps you should complete before creating a Call Campaign.

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When the prerequisite steps have been completed, proceed as follows to create a Call Campaign. 1. Select Marketing > Call Campaign from the Main Menu. The Create Call campaign screen shown below is displayed. 2. Click New on the Action Bar.

3. Enter or select the following details. 1) A name for the Call Campaign. 2) The Call Script associated with this call campaign. 3) Select the Call Campaign target. This will be a Listing previously created (see previous topic). 4. Click Save in the Action Bar. The following Call Campaign Settings are displayed.

Settings

Select Settings in the menu bar to display the following configuration screen.

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Most settings are self-explanatory. The following settings should be checked. 1. Select the check box to use Auto-call feature. 2. Select your preferred Auto-call delay in seconds. 3. Select the check box for prioritizing calls with past due call back times if preferred. 4. Set Optimal Call Time Start and Call Time End. 5. Set sequence of phone number priority from the selection of 1) Work Phone, 2) Mobile Phone, and 3) Home Phone. You can start the Call Campaign from this screen by selecting Start Dialing on the Action Bar but you should first review the next two topics, titled Call Campaign Rules and Launch Call Campaign.

Call Campaign Rules

The Call Campaign rules are the very heart of the CONTACTED Call Campaign automation. This is where you set up call results, the recording of call results, and follow-up actions for different types of client responses.

To set Campaign Rules: 1. Select Marketing > Call Campaigns from the Main Menu. The following screen is displayed.

2. In the table of call campaigns, click the View icon for the required campaign. The following screen is displayed.

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3. Select Rules from the row of menu buttons. 4. You are presented with a screen on which multiple rules can be selected. You can set a separate rule for each separate end result of a phone call. These rules include several different actions like setting up a follow-up call, sending an email or SMS message, or removing the prospect from the active list.

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Launch Call Campaign

Before launching a Call Campaign, ensure all the campaign prerequisites have been set up. These prerequisites are explained in details in the topic categories List Manager, Call Campaigns > Create Call Campaign and Call Campaign Rules.

To launch a Call Campaign: 1. Select Campaign > Call Campaigns from the Main Menu. A table of existing Call Campaigns is displayed.

2. Click the Start Calling icon for the campaign you want to launch. The Call Script associated with the call campaign is displayed as shown below.

3. Check that your Dialer is set for the correct protocol. If you wish to change the phone protocol, click

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Dialer and select the option you prefer. The options are shown in the following screen image.

4. Click Start Auto-Call to initiate a call to the first contact on you Call List. If you click the Call button, the auto-dialer will be disabled and only one call will be completed. 5. A better option is to select Start Auto-call to initiate the auto-call feature of the Contact Center. 6. At appropriate stages of the phone conversation, click one of the branch links in your call script to display a scripted response. 7. As each call is completed, select Call Disposition and record the result as one of: 1) Busy/No answer, 2) Call later, 3) Do bot call, 4) Interested, 5) Not interested, 6) Record update, 7) Referral, or 8) Wong/Disconnected number.

When this call has been completed, the auto-dialer will automatically call the second contact on your list. This is the premier method for achieving call productivity. . NOTE Call Dispositions can be amended or edited as an Administrative function. Access this function via Main Menu > Administrator > Common Data > Call Campaigns > Call Dispositions.

View Call Campaign Statistics The results and outcomes of a completed Call Campaign can be viewed as follows: 1. Select Marketing > Call Campaigns from the Main Menu. 2. In the list of Campaigns listed, select the View icon for the campaign required. The following screen is displayed.

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Statistics Select Statistics to display the Dispositions recorded for calls completed.

Dispositions

Select Dispositions to search disposition details by employee. Dispositions can searched using the keywords listed below. Default dispositions include: 1. None 2. Busy/No Answer 3. Call Later 4. Interested 5. Not interested 6. Do not call 7. Record update 8. Referral 9. Wrong/Disconnected Number

NOTE Call Dispositions can be amended or edited as an Administrative function. Access this function via Main Menu > Administrator > Common Data > Call Campaigns > Call Dispositions.

Setttings

For details, refer to the previous topic Create Call Campaign.

Rules Refer to the previous topic Call Campaign Rules to view details of the campaigns rules created for this campaign.

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Automatic Reports Select this menu item to view automatic reports created for this campaign. This includes an Employee Performance Report for the campaign.

List Select this menu item to view the contacts included in the campaign.

Phone Calls Select this menu item to view phone calls scheduled or completed as a result of this campaign.

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Email Campaigns

There are two main methods for sending emails: 1. You can send single emails manually via the Contacted host server. This interface is available in Contacted and ready for you to use. Select Send Email from the Main Mernu. 2. You can send bulk emails but this needs to be configured. There are two alternatives available: 1) Configure the MailChimp email marketing platform inside of Contacted. 2) Purchase an account with an external SMTP email service provider like SMTP.com or Interspire.com. Before you do anything else, you need to set up your Email Server Settings.

Sending Single Emails Manually

To send a single email manually through the Contacted.com host server, refer to the following topic titled Send Single Emails Manually.

Sending Bulk Emails

An email campaign assumes bulk emails sent to a list of contacts or companies. This requires mail distribution through MailChimp or via an external mail server.

Email Campaign Objectives

To set up an email campaign, you need a campaign plan. You also need to complete few prerequisite steps in this system. 1. What is your target market? In other words, who are you going to email? 2. What is your campaign objective? What is your purpose of emailing contacts or companies?

Prerequisite steps To prepare your call or email campaign, you must first complete the following steps. 1. Set up Contacts and/or Companies. 2. Assign contacts to a specific category. For example, if you intend offering a service to hairdressers, create a contact category called "hairdressers". 3. Create an email template for the campaign. 4. Create an Email Campaign List. To complete these steps, refer to the following topics in this User Guide.

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1. Contacts > Add Contact 2. Companies > Add Company 3. Marketing > Create Contact Categories. 4. Listings > Create List. 5. Email Campaigns > Email Templates

Once complete, you can set up your campaign. See Campaigns > Email Campaign > Create Email Campaign, the next topic in this section.

Email Templates

To create an email template, select Marketing > Email Templates from the Main Menu. 1. Select New on the Action Bar to display the template editor.

2. In the Template Name field, insert a name that uniquely identifies the email template. You will need this when creating an Email Campaign. 3. To insert Data Merge field into the script, select Target or Employee. 4. In the list of data merge fields displayed, select Insert to merge a particular field into the script. When using the script, the system will tie the script to an Email Listing and sequentially populate the field with the database record for a particular contact, company, or employee identified in the Email Listing. This feature is part of the Next Record in Database Auto-Dialer. The next record is identified b the Email Listing created. 5. Select Save on the Action Bar. 6. The template editor transitions to the following screen on which you can select, upload and attach files

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Create Email Campaign

Before you proceed in creating an Email Campaign, refer to the Email Campaign topic at the start of this topic hierarchy. There you will find all the prerequisite steps you should complete before creating an Email Campaign

When the prerequisite steps have been completed, proceed as follows to create an Email Campaign. 1. Select Marketing > Email Campaign from the Main Menu. 2. Click New on the Action Bar. The Create Email campaign screen shown below is displayed.

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1. Enter or select the following information: 1) Name of email campaign. 2) Select Type as Email Campaign. 3) In Description field, enter a brief description. 2. Click Save. If more than one email campaign is stored on the system, the following table is displayed.

3. Click the View icon for the email list to use in the campaign. The following screen is displayed.

4. Select the Import email addresses link next to List Manager if you want to import a csv file with

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additional email addresses.

5. Select The List in the bottom row of menu buttons to add additional contacts or companies to the email campaign list.

Launch Email Campaign

The prerequisite for launching an email campaign is an Email Campaign List. See Listings > Create a List for information on how to create such a list. To launch an Email Campaign, proceed as follows:

1. Select Marketing > Email Campaign from the Main Menu., 2. In the table displayed, Click the View icon for the list you want to email. 3. Click the List button to display the current list contact details. 4. Check the list details for accuracy. 5. Select Add Records to List on the Action Bar if you wish to add additional contacts to the list.

To check that your email has been created and attached to a list, proceed as follows: 1. Select Marketing > Email Campaign from the Main Menu.

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2. On the screen displayed, a table of current Email Campaign lists is shown. 3. Click the View icon for the list to which your email has been attached. 4. Select the Email Messages menu button to show mail messages attached to this campaign. 5. Select Add New if you need to create and add new mail message.

IMPORTANT Provided your mail server has been properly set up, the email will be sent automatically to all recipients lists in the list. The field titled Sent To on the above screen will list the recipients once the transmission has been completed.

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Contact Categories

Call Campaigns and Email Campaigns target specific target markets. For example, you may wish to create separate call lists for niche markets like Hairdressers, Car Dealers, Contract Cleaners, Dentists, Restaurants etc.

You must first create Contact Categories, one for each niche market. Once done, you assign contacts to a specific category.

Creating Contact Categories

Outbound Call and Email Campaigns target specific contact or company categories created in the system..

You must first create Contact Categories, one for each target market, and assign different contacts to specific categories.

This is an Administrative function which you manage as follows:

1. From the Main Menu, select Administrator. The screen and dialog box shown below is displayed.

1. Select Common Data.to display the following screen. 3. Click the View icon for one of the following listings: 1) Companies_Groups 2) Contact_Groups

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3) Contact 4. Click the icon for the group to which you want add a category.

5. Click the Add Array button to display the following screen and dialog box.

6. In the key field, enter a phrase that identifies the category in the system. 7. In the Value field, enter a phrase that will be displayed in the category listing on contact records. 8. Click Save.

After entering a number of Contact or Company categories, you can search for members of a particular category. To do so: 1. Select Contacts or Companies from the Main Menu. 2. Select Advanced Search. 3. In the Categories drop-down menu, select the category to view. The following screen illustrates.

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Sales Opportunities

This purpose is to record sales opportunities from specific clients. To record a sales opportunity, proceed as follows: 1. Select Marketing > Sales Opportunities from the Main Menu. 2. Select New on the Action Bar. The following screen is displayed.

Complete the form as follows. 1. In the Opportunity name field, enter a name for this opportunity. 2. In the Type field, select one of 1) New Customer, or 2) Existing Customer. 3. In the Lead Source field, select one of 1) Website, 2) Email, 3) Referral, 4) Advert, 5) Call Campaign, or 6) Other. 4. In the Status field, select one of 1) New, 2) Prospecting, 3) Evaluation, 4) Negotiations, 5) Contract Won, or 6) Contract Lost. 5. In the Description field, enter a note that describes the sales opportunity. 6. In the Follow-Up field, enter a date to review and update the opportunity. 7. In the Customers field, type the client name for which this opportunity exists. Provided the client has an existing record, the field will auto-fill.

Click the New Note button to record any relevant note about this sales opportunity. Click Save on the Action Bar.

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Sign-up Forms

This topic section describes how to create sign-up forms, including including subscription forms.:

Create Sign-Up Forms

This form is used to sign up or amend the relationship status of new or existing clients. 1. To access the Sign-Up form, select Marketing > Sign-up Forms from the Main Menu. 2. Click New on the Action Bar. The screen shown below is displayed.

3. Enter or select entries from the following drop-down menus. 1) In the Title field, enter a suitable title for the form, most likely a contact or company name.

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2) In the Allowed Sites field, enter the URLs of sites for which this sign-up form applies. 3) In the Submitted Messages field, enter details of any submitted message. 4) In the List field, select the Call or Email Campaign associated with this form. 5) In the Opportunity Manager field, select the name of the assigned Campaign Manager. 6) In the Type field, select either New Customer or Existing Customer. 7) In the Lead source field, select one of: 1) Website, 2) Email, 3) Referral, 4) Advert, 5) Call Campaign, or 6) Other. 8) In the Status field, select one of: 1) New, 2) Prospecting, 3) Evaluation, 4) Negotiations, 5) Contract Won, or 6) Contract Lost. 9) In the Start Date field, select either 1) On Form Submit, or 2) 1, 2 or 3 Days. 1. Click Save on the Action Bar. 2. On the saved form now displayed, you can copy the forms code in order to place the form on a website. The form code section is shown in the following image.

3. On the saved form screen, click the Form Preview button to see how the form will look online.

Edit Existing Sign-Up Form

This function is used to change the details, or change the relationship status of a client. 1. To edit a sign-up form, select Marketing > Sign-up Forms from the Main Menu. 2. From the table listing existing sign-up forms, click the View icon for the sign-up form to be edited.

3. Select Edit on the Action bar to display the original screen on which the form was created. 4. When edits completed, select Save on the Action Bar to display the amended form and its Referral Link as shown in the following screen image.

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5. Select the Form Preview menu button on the screen displayed to see how the form will look online.

6. Select Save on the Action Bar when completed.

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Products

The purpose of this screen is to enter products or services the Contact Center offers for sale to customers.

Enter New Product

On this screen, you can add products offered for sale. 1. Select Products from the Main Menu.. 2. Select New on the Action Bar to display the following screen.

3. Enter the following information on this screen: a) Product Name, b) Name of Producer. c) Name of Vendor. d) Stock Trading Units (SKU) e) Product description. f) Product Price. g) Permission as one of: 1) Public, 2) Public - Read Only, or 3) Private.

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4. Click Save on the Action Bar.

Edit Product Information

To edit a product reference screen, proceed as follows: 1. Select Marketing > Products from the Main Menu. A table of existing product references is displayed.

2. Click the Edit icon for the product reference to be edited. 3. The original screen for entering a new product is displayed. 4. Edit the data as required and click Save on the Action Bar.

Stock Keeping Units (SKUs)

To enter Stock Keeping Units: 1. Select Product > SKU from the Main Menu. 2. A list of existing SKUs is displayed. This list can be sorted by: 1) All SKUs, 2) Recent, or 3) Favorites.

3. To enter a new SKU, select New on the Action Bar. 4. Enter 1) SKU Name, 2) SKU Price, and 3) SKU description. 5. Select Save.

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Reports

The system automatically generates the following reports:  Call Campaigns  Email Campaigns  Sales Opportunities by Salesman  Call Campaigns by Telemarketer  User Activity

How to Access Reports

The reports can be accessed by selecting Reports from the Main Menu.

Call Campaigns

To generate this report, select Reports > Call Campaign from the Main Menu. The report structure is shown in the following image. A separate report segment is shown for each individul Call Campaign.

To generate the report: 1. On the Action Bar, select to generate the as: 1) Charts, 2) CSV file, or 3) PDF. 2. In the Call Campaign drop-down menu, select the Call Campaign by Category. 3. In the Display report menu, select one of the following options: a) Select the report period as one of: 1) Days, 2) Weeks, 3) Months, or 4) Year. b) Select the From Date and To Date fields to select the date range from a calendar. 4. Select Show.

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Call Campaigns by Telemarketer

To generate this report, select Reports > Call Campaigns by Telemarketer from the Main Menu. The report configuration dialog is shown in the following image.

To generate the report: 1. On the Action Bar, select to generate the as: 1) Charts, 2) CSV file, or 3) PDF. 2. In the Call Campaign drop-down menu, select the Call Campaign by Category and by Telemarketer.. 3. In the Display report menu, select one of the following options: a) Select the report period as one of: 1) Days, 2) Weeks, 3) Months, or 4) Year. b) Select the From Date and To Date fields to select the date range from a calendar. 4. Select Show.

Email Campaigns

To generate this report, select Reports > Email Campaigns from the Main Menu.

When the generated, the report shows each Email Campaign in a separate table row. To generate the report: 1. To produce the report in chart format,select Chart in the Action Bar. 2. ,In the Display report menu, select one of the following options: a) Select the report period as one of: 1) Days, 2) Weeks, 3) Months, or 4) Year. b) Select the From Date and To Date fields to select the date range from a calendar. 3. Click Show.

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Sales Opportunities by Salesman

To generate this report, select Reports > Sales Opportunities by Salesman from the Main Menu. The report selection dialog is shown in the following image.

To generate the report: 1. On the Action Bar, select to generate the as: 1) Charts, 2) CSV file, or 3) PDF. 2. In the Salesman drop-down menu, select the sales rep for whom the report will be generated.. 3. In the Display report menu, select one of the following options: a) Select the report period as one of: 1) Days, 2) Weeks, 3) Months, or 4) Year. b) Select the From Date and To Date fields to select the date range from a calendar. 4. Select Show.

User Activity

To generate this report, select Reports > User Activity Report from the Main Menu. The report configuration dialog is shown in the following image.

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To generate a User Activity Report, select the options in the following sequence: 1. In the Record Type field, select which specific type of records to include in the report. Use the arrow buttons (>, >>, <<, <) to move to move specific records from Active to Inactive and vice versa. 2. In the User field, select All users or an individual user. 3. Click inside the Start Date and End Date field to display a calendar on which to select a date range. 4. Select the remaining options as required. 5. Finally, click the Show button on the Action Bar.

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Calendar

The system calendar offers views like day. week. month, and year. You can schedule and insert events in anyone of these views.

Default Calendar View

The system calendar can be viewed daily, weekly, monthly, or by year.

To access the system calendar, select Calendar from the Main Menu. The default view display is a weekly view as shown in the image shown below.

Agenda View

1. Click the Agenda button to see events scheduled for the current week. 2. Change the agenda view to day, week, month or year.

Time Period View On the second row of calendar view options, change the view to: 1) Previous year, 2) Previous month, 3) Today, 4) Next month, 5) Next Year, or 6) Select month.

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Add Calendar Event

To add a new event to the calendar, proceed as follows: 1. Select Calendar from the Main Menu. 2. Click the Add Event Quick Access button in the Action Bar. The following selection screen is displayed.

3. Select one of: 1) Phone Call, 2) Task, or 3) Meeting. 4. The scheduling screens for the three events are largely identical. The Task scheduling screen is shown below.

5. On this screen add 1) Title, 2) Status, 3) Priority, 5) Description and other relevant fields. 6. Click inside the Deadline text field to display a calendar on which you can set a deadline date. 7. On the right-hand side of the Deadline file, set the time for a deadline. 8. In the Customer text field, start typing the name of existing contacts or companies and the field will auto-fill.

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Send Email

There are two methods for sending emails to clients and prospects. 1. Send a single email manually through the Contact Center host server. This method is described in the following topic. 2. Send bulk emails through an external mail server, or through the MailChimp email marketing platform. This method is described in a previous topic titled Email Campaigns. This topic describes how to write and send a single email manually through the Contacted.com host server.

Sending Single Email Manually

This is a method to send single email through the Contacted.com host server. This does not require you to set up an external mail server, or to send via MailChimp. 1. Select Email from the Main Menu. The email form is shown below. 2. Enter the mail message in the top editor window, and your email signature in the bottom editor window.

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3. Select an existing email template from the Email Templates list, or create a new email without using a template. 4. Start typing contact name into the Recipient field. The recipient's name and email address will be automatically inserted if stored in the database. 5. Insert Data Merge fields as required: a) Select Target to display and enter data merge.fields for the mail message. b) Select Employee to display and enter data merge field for the email signature. 6. Enter mail text and format using the editor tool bar. 7. Select Attachments > Attach if any attachment should be sent with the email. 8. Click Save and Send if you want to send the email immediately.

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Shoutbox

This is a simple messenger type application. Users select a recipient who must be a team member or an employee. Users can send a text message, or request a chat session. To access, select Shoutbox from the Main Menu.

1. Start typing recipient name in the To field. The system will auto-fill from stored records. 2. Enter message in Message field if a text message is to be sent.

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Administrative Functions

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Administrator

'

Select Administrator from the Main Menu to access the configuration options shown on the following screen image. Most of these functions may require Admin access permission.

The Admjinistrative section of Contacted.com is divided into six separate areas:  Contacted Account and Store  User Configuration  Data  Features Configuration  Third Party Integration  Regional Settings These topics are described in the following segments of this guide.

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Account Information

This section describes the following screen and functions.

Users. This screen lists current Contacted.com users assigned to the account.

Contacted API. On this screen, authorized users can procure a Contacted.com API.

Disk Space. This screen shows: 1) Current disk capacity, 2) Current disk usage, and 3) Available disk space. There is also a function for subscribing to additional disk space.

My Wallet. This screen displays information information and functions for managing your the account status: 1) View Account Status including current expiry data, 2) Top up subscription payment, and 3) Subscription details..

Contacted Store. This screen has 3 tabs: 1) Premium Modules, 2) Templates, and 3) Contact Leads. The Premium Modules tab lists a number of pre-installed programs. Some of these programs require the user to open an account with an external supplier.

Report Bug. This screen has a function for entering system bugs encountered by users.

Users

This screen shows users who have been added to the base subscription. These users may be employees or agents of the original licensee.

Below the list of subscribers, the following information is displayed.  Active user subscriptions (for this account),  Total user subscription charge (for this account).

In addition, for each registered user:

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 Forbid remember me. Allows or disallows the user from permitting the system to remember login credentials.  Ban by. Ability to ban user from login in from a specific IP address.  Number of failed logins to ban. Set the number of permitted login attempts and ban access after the specified number of failed login attempts.  Ban time after failed logins. Set the time period user will be banned after the specified number of failed logins.

Contacted API

To procure a Contacted.com API, proceed as follows: 1. Select Administrator > Contacted API in the Account Information and Store section.. 2. Select New in the Action Bar to display the screen shown below. 3. In the Client Name field, enter the contact name stored in the Contacted.com database. 4. Click Save on the Action Bar. 5. The API Key field is automatically populated with your new API key.

Disk Space

This screen is self-explanatory and shows the following information.  Current disk space usage shown graphically and by number  Disk space capacity  Available disk space  Add disk space function  Active disk space subscriptions

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Wallet

This is the screen on which you manage your Account Subscription.

Account Status

When you first start with Contacted.com, the Account Status will show as:  Trial during your 30-day free trial  Base subscription The initial subscription rate with one user.

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Top Up

Use this function to pay your monthly subscription fee, using either a Scratch Card purchased from Contacted, or payment using Paypal.

When you select Paypal and click Next, the screen shown below is displayed.

1. Enter the subscription amount. 2. Click The Paypal button to be directed to your Paypal standard account.

Subscriptions This segment shows the details of your current subscription, including: 1) Start Date, 2) Description, 3) Details, and 4) Subscription amount.

Transaction History Select this tab to view previous subscription payments.

Store

This screen displays third party applications or products which can be integrated with Contacted. Users can select add-ons available and the cart shows the following details: 1. Items in cart. 2. Wallet balance. 3. Total outstanding payment amount. 4. Link to checkout for payment.

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User Configuration

This section includes the following topics related to Contacted.com users.  Access Restrictions  Default User Settings  Home Page  Default Dashboard  Login Audit

Configuring Access Restrictions

This is an important configuration task to be performed when more than one person operates the Contact Center. Access permission to various user functions need to be set for different employee roles.

Access permission to system functions can be limited to the following roles:  All Users  Admin  Superadmin  Manager  Employee

To set access permissions, select Administrator > Access Restrictions in the User Management section. The following screen is used.

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To grant access to all users, or limit access permission to a certain staff level, proceed as follows: 1. Click the Edit Rule icon for the function to be configured. The following dialog box is displayed.

2. From the drop-down menu, select the staff role that will have unlimited access to the user function

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being edited. 3. If more than one staff role should be granted access, click the Add clearance button to add another access rule. For example, clearance could be added to Admin and Superadmin which would restrict access to all other employee roles.

Default User Settings

Default User Settings can accessed in two different ways: Administrators select Administrator > User Configuration > Default User Settings to access the first screen shown below. Users/employees select My Settings > Control Panel to access the second screen shown below. This screen has four additional functions in addition to these shown on the first screen.:  Account  Email Identities  Email Signatures  Filters For complete instruction about all the functions on these two screen, select My Settings > Control Panel from the Main Menu.

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Home Page

Using this screen, and Administrator can change the default Home page of Contacted.com (called the default Dashboard). To change and select a different home page, select Administrator > Home Page in the User Configuration section.

1. Select the required Home page as one of: 1) Administrator, 3) Dashboard, 3) My Contact or 4) My Company.

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2. In the Add Clearance drop-down menu, select one of; 1) All users, 2) Admin, 3) Superadmin, 4) Access: Manager, or 5) Access: Employee.

Default Dashboard

The default Dashboard (Home Page) is illustrated in the following screen image. This screen can be customized by each individual user. For information on how to configure and customize this screen, refer to the topic My Settings > Configure Dashboard in the User Section of this manual

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Login Audit

This function allows an Administrator to monitor the user activity of subscribed users. To access this function, select Administrator > Login Audit in the User Configuration section. The screen displays the User Name, Start and End date and time, Duration, IP Address, and Host name relative to the time a user was logged in.

1. In the Select User drop-down menu, select the user to be monitored. 2. Select Maintenance on the Action Bar pick the number of days to display in the table.

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Data

This topic group describes how to configure database records and how these are displayed. Topics include:  Common Data including o Country Codes o Countries o CRM Data o Companies_Grouips o Contacts_Groups o Contacts o Base Notify o Premium o import Data o ContaqctedBase  Record Browser  Data Import  Related Records related to Meetings, Phone Calls, and Tasks.

Common Data Use this interface to configure the array of records that are displayed in the system, and how they are labeled. You select and access different options and record by keys which are grouped as follows: 1. Calling Codes. 2. Countries 3. CRM records divided into Priority, Access, Status, Contact Status, Form, and Email. 4. Companies_Groups. editable but currently segmented into Customer, Vendor, Manager, and Other. 5. Contact_Groups where you can create niche markets, business categories and contact groups for Call or Email campaigns. 6. Contacts where you can divide employees for the purpose of managing access control and restrictions. 7. Base_Notify where notification timeouts are set.

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8. Premium data, initially divided into status, type and source for Sales Opportunities, and List Building categories. 9. Import data, where data import categories and limitations are set. 10. ContactedBase where web form days and hours. 11. CallCampaign an important system configuration screen where Dispositions, Call Status, Rules, and Reports are defined.

Add or Edit Record Sets

Select Administrator > Common Data in the Data section. Om the screen image shown below:  The Key field identifies the data item in the system.  The Value field is the data item label displayed in the system.

View Common Data Items

To view the Key and Value for a data item, click the View icon in the list of data items shown. As an example, the values assigned to the Common Data item Contacts_Groups is listed as follows.

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Add Common Data Items

Common Data items can be entered at two different levels. Items can be added at the main level where they will be added to the main screen on which the range of Common Data items are listed (top screen image on this page).. New Key/Value arrays can be added within a Common Data item (second screen image on this page).

1. To add data items at the main level, select Add Array on the Action Bar of the main screen (1). 2. To add data items to an existing Common Data group, click the View icon for the data group to which an item is to be added. On the following screen, select Add Array (2). 3. In both cases, select Add Array on the Action Bar. The following dialog box is displayed

1. In the key field, enter a key phrase that identifies the data item in the system. 2. In the Value field, enter the label the identifies the data item on system screens. 3. Click Save.

Edit Common Data Items

1. To edit a data item, click the Edit icon in the table of records. 2. In cases where there is no Edit icon, click the View icon and, on the following screen, the Edit icon. . 3. The common Key and Value dialog box shown above is displayed on which you can change either of these fields.

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Country Calling Codes

Some 286 country dialing codes are already defined and stored. Should you need to add a missing dialing code, proceed as follows: 1. Select Administrator > Common Data. 2. In the table of Common Data items displayed, click the View icon for Calling Codes. 3. Select Add Array on the Action Bar to display the dialog box shown below. 4. In the Key field, enter the country or region required. 5. In the Value field, enter the dialing code.

Countries

Should you need to add an additional country, proceed as follows: 1. Select Administrator > Common Data. 2. In the table of Common Data items displayed, click the View icon for Countries. A table of 257 countries is displayed.

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3. At the bottom of the screen, click the Next button to scroll through the entries. 4. To add an additional country, select Add Array on the Action Bar to display the dialog box shown below.

5. In the Key field, enter the international country abbreviation for the country. 6. In the Value field, enter the name of the country .

CRM Data

This configuration screen is used to define and configure CRM records for Priority, Access, Status, Contact Status, Form, and Email. These records are displayed in many different functions of the system.

1. Select Administrator > Common Data. 2. In the table of Common Data items displayed, click the View icon for CRM Data.

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Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

Common Data CRM Data Records

Priority The Priority values are set as Low, Medium, and High.

Access The Access values are set at Public, Public-Read Only, and Private.

Status The Status values are configured to one of the following values: 1) Open, 2) In Progress, 3) On Hold, 4) Closed, and 45) Canceled.

RoundCube

If Used as the default mail client, its security settings can be set to: 1) TLS, and 2) SSL.

Contact Status On deployment, the values available as Contact Status are: 1) Open, 2) New Lead, 3) Assigned, 4) Prospect, 5) Customer, 6) Canceled Customer, 7() Reseller, 8) Dealer, 9) Duplicate, and 10) Delete Duplicate.

Form Forms data has a key value of Action which, in turn, has the values: 1) Create phone call record, and 2) Create meeting record.

Email Email data record has a key value of Status which, in turn, has the values: 1) Draft, and 2) Sent.

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Companies_Groups

When companies are added to the Contact Center, they should be assigned to a category (group). This is necessary so that they can be correctly targeted in a Call or Email Campaign. The default settings are: 1) Customer, 2) Vendor, 3) Other, and 4) Manager. These values should be edited by adding values that identify a particular niche market that you are targeting in Call or Email Campaigns.

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

Contacts_Groups

When contacts are added to the Contact Center, they should be assigned to a category (group). This is necessary so that they can be correctly targeted in a Call or Email Campaign. The key/value assignments for Contacts_Groups should define a target market, niche market targeted in a Call or Email Campaign.

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

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Contacts This data set serves a different purpose than Contacts_Groups. Forms data has a key value of Access which is then divided into: 1) Manager, and 2) Employee. Additional key/value combinations can be added. These data fields are used to configure access permission to different Contact Center modules.

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

Base Notify

This data item refers to the timeout of notifications posted to users. The Base Notify data item has a key value of Timeout which is then divided into the following values: 1) Disable Notification, 2) Manually, 3) 10 seconds, 4) 30 seconds, and 5) 1 minute. These values can be modified to suit the Contact Center Administrator.

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

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Premium This data item has two key values: 1) Sales Opportunity, and 2) List Manager. Both are divided into subordinate key/value classifications.

Sales Opportunity These data items are further divided into Status, Type, and Source. Status. The default key/value assignments for this data is divided into: 1) New, 2) Prospecting, 3) Evaluation, 4) Negotiations, 5) Contract Won, and 6) Contract Lost.

Type. The default key/value assignments for this data is divided into: 1) New Customer, and 2) Existing Customer.

Source. The default key/value assignments for this data is divided into: 1) Web Site, 2) Email, 3) Referral, 4) Advert, 5) Other, and 6) Call Campaign.

List Manager

This data item has a main key/value designator of ListBuilding. The default data items within list building include; 1) Regular, and 2) Voting.

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

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Import Data

This data record determines how data import can be managed. The following values can be set or modified::  Chunk size  CSV delimiters  Data formats  File processing limits  Import limit  Max XLS size  Common limit

See also the topic Data Import in this section for more information about Data Import. Each data record specification is system dependent and requires some knowledge of data import issues.

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

Contacted_Base This data item relates to Webforms and provides key/value designators to add days and minutes to web forms.

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Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data.

Call Campaign

This data record relates to Call Campaign data and campaign management. The data items and their key/value designators are divided into four groups:  Reports  Dispositions  Call Status  Rules

Add or Edit Data Items Follow the instructions explained on the main Common Data screen. See Common Data

Reports

There are two data items on the reports screen:  Schedules  Types To view or edit reports:: 1. On the Common Data screen, select the View icon for Call Campaigns.

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2. Select the View icon for Reports. 3. Select the View or Edit icon for Schedules or Types

Dispositions

The word disposition is defined as "an attitude of mind especially one that favors one alternative over others," In a Contact Center call campaign, it represents the status of a completed phone call and the way it is recorded in the system. For a Contact Center, the disposition record is essential for planning any follow-up action.

To view or edit dispositions:: 1. On the Common Data screen, select the View icon for Call Campaigns. 2. Select the View icon for Dispositions. 3. Select Add Array to add a new disposition record. 4. Select the View or Edit icon for a particular disposition to modify its value.

Call Status

The currently recorded dispositions are listed in the table shown below.

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Rules

There are two data rercords on the Call Campaigns Rules screen:  Campaign  Record

Campaign. Default key/values for Campaign include: 1) Done, and 2) Reached. Record. Default key/values for Reached include: 1) Send, and 2) SetCampaignField

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Record Browser

The system record browser can be configured with a wide range of options including fields, caption, type, table view, tool tip, requirement, filter, export, parameters, value display, and value display as field generated.

To configure record sets, proceed as follows: 1. Select Administrator > Common Data > Record Browser in the Data section. 2. Select the record to be configured from the Recordset drop-down menu shown in the following screen image.

3. The screen image below shows the record set for Companies, selected from the drop-down menu.

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Tab Selections

The following configuration options can be accessed from the different tabs displayed on the screen.

Manage Records

Select the Manage Records tab to display records currently stored in the system.

1. Select the View icon to view one of the records. 2. Select the Edit icon to amend or delete a record.

Manage Add-ons

Use this screen to select the add-on menu buttons shown on screens that display this record set.

1. Click the Eye icon to deactivate a particular add-on men button. 2. Click the Arrow icon to select the sequence in which menu buttons are displayed.

Permissions

Select the Permissions tab to display currently configured record permissions like View, Edit, Delete, and Export.

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To add or edit permission rule: 1. Select Add New Rule on Action Bar to add new rule. 2. Select the Edit icon for the permission to be amended in the table of rules displayed 3. Select Action from the Edit drop-down menu. Options include: 1) View, 2) Edit, 3) Add, 4) Delete, 5) Print, 6) Export, and 7) Selection. 4. Select the Clearance Required as one of: 1) All users, 2) Admin, 3) Superadmin, or 4) Employee. 5. In the Fields allowed area, select the check boxes for the record fields to which the permission applies.

Settings

Select the Settings tab to view the following settings for the selected record set.

Clipboard Pattern

Use this screen to enable or disable the shown clipboard pattern for the selected record set.

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Select the Clipboard Pattern tab to configure this setting. The configuration of this browser setting may require the input from a developer.

Duplicate Records Criteria

Select the Duplicate Records Criteria tab to configure this record.

2. Select the Enable Duplicate Addon checkbox if this feature is required. 3. In the Criteria and Additional fields to display sections respectively, enable selections by moving them into the right-hand columns. 1. Click Save Columns when finished.

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Data Import

To access this function, select Administrator > Data Import in the Data section. The following screen is displayed. This screen shows two table entries which have been imported using the Upload File button on the Action Bar.

Create CSV File for Import

To import data into the Contacted database, the first requirement is to prepare a csv file containing the data records to be imported. To do so: 1. Create a .csv file and populate it with the required columns and column headings. 2. An example of a company data file is shown in the following screen image. . 3. Populate your csv file with the data to be imported and save the file.

Import CSV Data File

To import a csv data file, proceed as follows: 1. Select the Upload file on the Action Bar.

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2. In the dialog box shown below, select the csv file from your File Manager.

3. Select Upload. 4. The imported data file should now appear in the List of Uploaded Files but the records still have to be added to the database.

Import Data to the Contacted Database

To import data, proceed as follows: 1. Select Import on the Action Bar.to display the following screen.

2. Click the icon Select Recordset to Import for the worksheet to be imported. The following dialog is shown. 3. The imported data will now appear in the selected database recordset.

Create and Process Data Import Queue

1. To create an import queue, select the Add to Queue check box in the list of imported files.as shown in the screen illustration below. 2. When ready to process the queue, select Import Queue on the Action Bar.

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Related Record Sets

What are related records? A typical scenario may unfold as follows:  A phone call in a Call Campaign ends with an agreement to set up a meeting  A record is created for a scheduled meeting.  The phone call record and the meeting record are now related and can be configured to show both the Meetings and Phone Calls screens.

There are three separate screens on which you can create related records. To access these screens, select Administrator and find the screens in the Data section. 1. Phone Calls Related 2. Meetings Related 3. Tasks Related The process of created related records for Phone Calls, Meetings, and Tasks is identical to the example shown below.

Example of Meeting Records Related to Phone Call Records

To start the process: 1. Select Administrator > Phone Calls Related in the Data section. The Phone Calls Related Recordsets screen shown below is displayed..

2. Click New on the Action Bar.

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3. In the Recordset drop-down menu, select Meetings to relate the Phone Call record to a Meeting record. 4. Click Save on the Action bar. The following shows conforms Phone Call record is now related to a Meeting record.

5. On the Action Bar, click the Back button to display the following screen on which you can see that a Meeting recordset has been added to Phone Calls Related Recordsets.

Finally, when accessing the Meetings screen, the related Phone Call record will be listed as shown in the following screen image.

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Features Configuration

The topics explained in this section include:

 SMS Settings

 Printing Options

 Print Templates

 Mail Server Settings

 Title and Logo

 Asterisk Settings

 Custom Print Template

 Email Campaigns

 Mail

SMS Settings

To use SMS messaging as a communications method, you need to specify which network provider to use. Your choices are:  None  Clickatell SMS Gateway  Twilio SMS Proceed as follows to configure SMS: 1. Select Administrator > SMS Settings in the Features Configuration section. 2. Select the preferred SMS Method in the dialog box shown below. 3. Click the preferred vendor in the drop-down menu. 4. Configure vendor settings as explained in the following sections.

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Configure Clickatell SMS Gateway

In the config dialog box shown below, enter the following information: 1. The Clickatell API Type supplied by the vendor. 2. The Clickatell API ID supplied by the vendor. 3. The Clickatell password chosen when requesting your Clickatell account

Configure Twilio SMS

In the config dialog box shown below, enter: 1. The Twilio Account SID supplied by the vendor. 2. The Twilio Auth Token supplied by the vendor.

Print Logo Options

This function determines what LOGO is placed on PDF print documents generated by the system.

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1. To access this function, select Administrator > Print Logo Options in the Features Configuration section.

2. Select Choose File and Upload the logo which will appear on documents. The image size should be adjusted to suit the print template shown in the following image.

Printing Documents To actually print document, select the Print Quick Access button which is located on the Action Bar of most screens. When selected, all records listed on the screen will be printed as shown in the image shown above.

Paper Size and Font Selection for Printing Paper size and font selection for printing can be set by selecting Administrator > Default User Settings > Printing Settings in the User Management section.

Custom Print Template Refer to the topic Print Template in this section of the Guide.

Print Templates

To access this function, select Administrator > Print Template in the Features Configuration section. The following dialog for setting a default template is displayed.

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Mail Server Settings

There are two alternatives for managing email communication in Contacted.com. 1. You can send single emails manually via the Contacted.com host server. To do so, select Send Email from the Main Menu. Be aware, however, that bulk email transmission associated with an Email Campaign cannot be sent using this method. 2. You can send bulk email to a contact list associated with an Email Campaign. To do so, you must use an external mail server, or send bulk mail via the MailChimp email marketing platform. The latter solution can be executed from within Contacted.com. Bulk email transmission is integrated with Email Campaigns and the emails are sent automatically when the Email Campaign is launched.

Mail Server Settings for Manual Transmission

The default mail server setting in Contacted.com sends single emails via the Contacted.com host server. You can, however, configure and use an external mail server like Google Gmail, SMTP.com, Interspire.com and others. Users can place a Quick Access button on the dashboard Action Bar to automatically switch between the Contacted.com host server and an external mail server.

Mail Server Settings for Sending Emails

To configure Contacted.com to send single emails manually, proceed as follows: 1. Select Administrator from the Main Menu 2. Scroll down to the Features Configuration section and select Mail server settings. The configuration settings screen shown below is displayed. 3. The two alternate settings are shown in the Choose Method fields in the following two screen images.

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Configure the settings as follows: 1. For Choose method, 1) Select local php.ini settings to use the Contacted.com server. 2) Select remote smtp server to use an external mail server. 2. In the Administrative e-mail address field, enter your email address. 3. In the Send e-mails from name field, enter your preferred "sender's name" listed on emails 4. In the Set "Reply-To" email address, enter the email address to which sender replies will be directed. 5. If configuring an external mail. server, complete the following additional settings: 1) In the SMTP host address field, enter the host address supplied by the external mail server supplier. 2) In the Security field, select SSL only if you have an encrypted link between the mail server and your web browser (SSL Certificate). 3) Select the check box for SMTP authorization if users must enter login details when accessing the mail server. If so, you need to specify a User Id and password.

Mail Server Settings to Use External Bulk Mail Server

To configure Contacted.com for bulk email transmission, proceed as follows: 1. Select Administrator from the Main Menu 2. In the Features Configuration section, select Email Campaigns. The following screen is displayed.

3. Select the Email Server Settings menu button. The configuration dialog box shown below is displayed.

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4. In the SMTP host address field, enter the host address supplied by the mail server provider. 5. Select the checkbox for optional SMTP authorization if you want to submit login credentials every time the server is accessed. 6. In the Server Limits section, specify restrictions that prevent server overload as follows: 1) Limit the number of messaged sent per day. 2) Limit the number of messages sent in one single bulk transmission. 3) Limit the sending sessions by entering a delay in minutes. 7. Click Save on the Action Bar.

Configure MailChimp as Your Email Marketing Platform

For information on how to configure the MailChimp email marketing platform, refer to the topic Third Party Integration > Mailchimp.

Title and Logo Configuration

This configuration enables you to customize the look and feel of your Contact Center. You specify the logo you want to show on the login page and on all the screens. Select Administrator > Title and Logo in the Features Configuration section.

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You can specify the following configuration settings.  The Page Title shown in the top title bar of every page.  The Display Module name shown in the top title bar.  The screen logo shown on every page.  The larger screen logo shown on your login page.

Page Title and Module Captions

1. In the Base page title field, enter the page title to be shown in the top bar of every screen. It would typically be your Contact Center name. 2. Select the check boxes to display the Module Captions inside the page title and inside the module. 3. Click Save. The following image illustrates these components.

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Small Logo Shown on Every Screen

The following image illustrates the Contacted.com logo that is shown on all screens. You change this logo to one that identifies your own Contact Center. This logo should be sized to 193 x 83 pixels and can be in JPG, GIF, PNG, or BMP format.

To select your logo image: 1. Click Choose File in the middle section of the configuration screen. 2. Find your logo image in your file system and click Upload.

Larger Logo for Login Screen

This logo should be 550 x 200 pixels in size and can be in the same file format as the smaller screen logo. Follow the same steps to insert this logo on your login screen. 1. Click Choose File in the middle section of the configuration screen. 2. Find your logo image in your file system and click Upload

Asterisk Settings

Asterisk is a web protocol for voice communication. It is included in Contacted.com as a protocol selection for dialing. Asterisk is a phone system supplier who offers both traditional PBX functionality and a Voice over Internet Protocol (VoIP) phone system

To configure your phone system for the Asterisk protocol, proceed as follows. 1. Access the phone dialog selection by selecting My Settings > Dialing from the Main Menu. 2. In this dialog box shown below, select Asterisk Calling Method.

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3. Select Administrator > Asterisk Settings in the Features Configuration section. The following dialog box is displayed.

In this dialog box, enter the following information: 1. The Asterisk Server IP. 2. The Server Port. 3. The Asterisk Manager Interface (AMI) username and password.

For information on how to integrate your phone system for the Asterisk protocol and how to obtain an Asterisk Managers Module, see Asterisk Managers Interface on the web.

Custom Print Template

Custom Print Templates can be configured by the Administrator. 1. Select Administrator > Custom Print Templates in the Features Configuration section. 2. Select New on the Action Bar.

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3. In the Document field, enter the template name. 4. Select the template type as either HTML or PDF. 5. In the editor screen, enter the template code.

Using CK Editor

To access this editor, select Use CKEditor on the Action Bar to display this editor on your screen. As can be seen, print template configuration required HTML and PHP programming.

Email Campaigns

To configure these settings, select Administrator > Email Campaigns in the Features Configuration section. The configuration screen has three different configuration tabs:  Settings  Campaign Settings  Email Server Settings.

Settings

The first screen shown is where you configure default campaign settings. There are six sections on this screen which are shown separately in the following illustrations.

Name and address to be displayed as sender

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1. In the Send from name field, enter the name shown as the sender. The recommended option is [first name] [last name]. 2. In the Send from address field, enter the email address from which emails are sent.

URL to follow after receiving a reply

1. Select either Contacted or Custom URL. 2. Select Contacted, to direct the sender to a webpage generated by Contacted. This would be a typical thank-you page. 3. Select Custom URL and enter the URL to which the sender will be directed. This would be a customized webpage on your own website. In many cases, this is the preferred option as you can use this page for campaign purposes. For example, you can make an offer to the client, or suggest what action they should take next.

New Subscribers

1. Select Disable if you prefer to enter all new subscribers manually. 2. Select Enable if you wish to place a subscription form on your website where subscribers can opt-in and provide their email address. To do so, you can place the following

Footer and Subscription Management

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Select one of the following default options: 1. Disable subscription management 2. Let the message author manage subscription links. 3. Use fixed footer. The option you select will have the following end impact on the subscriber. 1. Disable means that the subscriber cannot notify you if they no longer wish to received email messages. This can easily be seen as intrusive on your part. 2. If you allow the message author to manage subscriptions, they can use the Campaign Manager to insert a subscription link in their messages. 3. The Use Fixed Footer option places Unsubscribe/Manage Subscription buttons in the footer of emails sent. See the right column entry "You can edit the footer by clicking here" in the above screen illustration. There is a link in the right-hand column which displays a screen on which you can edit the footer text..

Subscription Management URL

This option is similar to the previous New Subscriber option. 1. Select Contacted to use a system supplied subscription management page. 2. Select Custom URL with iframe to place a subscription form on your own webpage. you can place the following