This manual document will help you understand and walk you through on how to used our outbound software from setting up your account by creating users, teams, DNC lists, media attributes, scorecards, sounds, hold music and phone numbers.
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128
1-888-276-1370
info@callshaper.com
CallShaper Outbound Software Manual 2 - Creating a CampaignCallShaper, LLC
This manual document will help you understand and walk you through on how to used our outbound software from setting-up your campaign by adding lead files, reports, dispositions, conversions and data fields. We also configured the settings for your voicemail, DNC lists, inbound numbers, callbacks, dialer mode, leads, queue, schedule, skill level, wrap up and sounds.
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128
1-888-276-1370
info@callshaper.com
CallShaper Outbound Software Manual 4 Search and ReportCallShaper, LLC
This manual document will help you understand and walk you through on how to search for a call or a lead using the Search Menu.
We will also go over the reports available in the Reports Menu so you can retrieve the data needed to effectively manage your agents and campaigns. These reports will cover the following topics:
Agents and Teams
Leads and Lead Files
Campaign progress and profits,
QA
Sales
Payroll
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128
1-888-276-1370
info@callshaper.com
CallShaper Outbound Software Manual 2 - Creating a CampaignCallShaper, LLC
This manual document will help you understand and walk you through on how to used our outbound software from setting-up your campaign by adding lead files, reports, dispositions, conversions and data fields. We also configured the settings for your voicemail, DNC lists, inbound numbers, callbacks, dialer mode, leads, queue, schedule, skill level, wrap up and sounds.
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128
1-888-276-1370
info@callshaper.com
CallShaper Outbound Software Manual 4 Search and ReportCallShaper, LLC
This manual document will help you understand and walk you through on how to search for a call or a lead using the Search Menu.
We will also go over the reports available in the Reports Menu so you can retrieve the data needed to effectively manage your agents and campaigns. These reports will cover the following topics:
Agents and Teams
Leads and Lead Files
Campaign progress and profits,
QA
Sales
Payroll
CallShaper, LLC
5009 Honeygo Center Dr Ste 205 Perry Hall, MD 21128
1-888-276-1370
info@callshaper.com
Se trata de la contabilización del activo no corriente, del inmovilizado y del cálculo de la amortización para conocer su valor contable. Todo lo que se haga en AA se vuelca a la contabilidad del libro mayor a traves de las cuentas establecidas en el Plan.
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ABAP Basico para Consultores Funcionalessapdocs. info
http://docserve.blogspot.com
Introducción a ABAP Workbench
Introducción al Diccionario ABAP
Introducción a los Eventos ABAP
Elementos Básicos del Lenguaje ABAP
Acceso a Base de Datos
Subrutinas en ABAP
Procesamiento de Lista Clásica
Sentencias Útiles ABAP
Creación y llamadas a Grupo de Funciones y a Módulos de Funciones
Ampliaciones sobre SAP Standard
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El Ayuntamiento de Pedrezuela comienza a preparar los campamentos de verano que se desarrollarán durante los meses de junio, julio, agosto y septiembre de 2013.
Para los Campamentos Deportivos los niños deben haber nacidos entre 2005 y 1998, y para los Campamentos Urbanos entre 2004 y 2009. El Campamento Deportivo se realizará exclusivamente durante el mes de julio. El Campamento Urbano, para todas las edades, se realizará durante todo el verano. Un mínimo de 10 niños para que la actividad se realice.
Además, se realizará campamento en Montenebro siempre que haya un grupo de 10 niños en horario de 9.30h a 14.00h.
Se trata de la contabilización del activo no corriente, del inmovilizado y del cálculo de la amortización para conocer su valor contable. Todo lo que se haga en AA se vuelca a la contabilidad del libro mayor a traves de las cuentas establecidas en el Plan.
Definicion de Precios y Descuentos en la Ventas y Distribución (SD)judadd
El propósito de la Unidad 15 es definir precios para materiales, precios de clientes específicos, y descuentos. En esta unidad se establecerán también límites de crédito para sus cliente y se definirán aquellos stocks de material que serán considerados cuando se conduce una verificación de disponibilidad para una orden de ventas.
ABAP Basico para Consultores Funcionalessapdocs. info
http://docserve.blogspot.com
Introducción a ABAP Workbench
Introducción al Diccionario ABAP
Introducción a los Eventos ABAP
Elementos Básicos del Lenguaje ABAP
Acceso a Base de Datos
Subrutinas en ABAP
Procesamiento de Lista Clásica
Sentencias Útiles ABAP
Creación y llamadas a Grupo de Funciones y a Módulos de Funciones
Ampliaciones sobre SAP Standard
2013 Campamentos de Verano en Pedrezuela - InscripcionesPedrezuela Activa
El Ayuntamiento de Pedrezuela comienza a preparar los campamentos de verano que se desarrollarán durante los meses de junio, julio, agosto y septiembre de 2013.
Para los Campamentos Deportivos los niños deben haber nacidos entre 2005 y 1998, y para los Campamentos Urbanos entre 2004 y 2009. El Campamento Deportivo se realizará exclusivamente durante el mes de julio. El Campamento Urbano, para todas las edades, se realizará durante todo el verano. Un mínimo de 10 niños para que la actividad se realice.
Además, se realizará campamento en Montenebro siempre que haya un grupo de 10 niños en horario de 9.30h a 14.00h.
Current Status of the Stock Market in Sri Lanka, IOSCO Principals of Securities Regulation, Self Regulation in Securities Markets, Importance of Market Integrity & Ethics and how the proposed new SEC Act will help regain Investor trust & confidence
“IMS” is the name given for Internship Management System. The system provides technical way of requesting internship. It’s made for students who have to take the internship period, also for those who are expected to be accepted by companies for internships and will continue their study in the college after completing the internship in the same time, it made for the college internship coordinator to check and to approve the requests and c omplete the process of internship by generate reports. The project explains the phases will lead to develop the system from the beginning of collecting the requirements that needs to be analyzed, designed and implemented. The purpose of doing this project is to improve in overall internship facilities to users as well as college management. This the project report
Official User Manual for the HP33s Scientific calculator, for members of our calculators for surveyors support group on Land Surveyors United http://landsurveyorsunited.com/group/hp48calculators/forum
Coldwell Banker Elite Agents use MXIE phone system to handle their business and keep them in the loop. Here is a user manual for those agents to ensure they are getting the most out of this tool.
Cyaniclab : Software Development Agency Portfolio.pdfCyanic lab
CyanicLab, an offshore custom software development company based in Sweden,India, Finland, is your go-to partner for startup development and innovative web design solutions. Our expert team specializes in crafting cutting-edge software tailored to meet the unique needs of startups and established enterprises alike. From conceptualization to execution, we offer comprehensive services including web and mobile app development, UI/UX design, and ongoing software maintenance. Ready to elevate your business? Contact CyanicLab today and let us propel your vision to success with our top-notch IT solutions.
top nidhi software solution freedownloadvrstrong314
This presentation emphasizes the importance of data security and legal compliance for Nidhi companies in India. It highlights how online Nidhi software solutions, like Vector Nidhi Software, offer advanced features tailored to these needs. Key aspects include encryption, access controls, and audit trails to ensure data security. The software complies with regulatory guidelines from the MCA and RBI and adheres to Nidhi Rules, 2014. With customizable, user-friendly interfaces and real-time features, these Nidhi software solutions enhance efficiency, support growth, and provide exceptional member services. The presentation concludes with contact information for further inquiries.
Accelerate Enterprise Software Engineering with PlatformlessWSO2
Key takeaways:
Challenges of building platforms and the benefits of platformless.
Key principles of platformless, including API-first, cloud-native middleware, platform engineering, and developer experience.
How Choreo enables the platformless experience.
How key concepts like application architecture, domain-driven design, zero trust, and cell-based architecture are inherently a part of Choreo.
Demo of an end-to-end app built and deployed on Choreo.
Enterprise Resource Planning System includes various modules that reduce any business's workload. Additionally, it organizes the workflows, which drives towards enhancing productivity. Here are a detailed explanation of the ERP modules. Going through the points will help you understand how the software is changing the work dynamics.
To know more details here: https://blogs.nyggs.com/nyggs/enterprise-resource-planning-erp-system-modules/
Innovating Inference - Remote Triggering of Large Language Models on HPC Clus...Globus
Large Language Models (LLMs) are currently the center of attention in the tech world, particularly for their potential to advance research. In this presentation, we'll explore a straightforward and effective method for quickly initiating inference runs on supercomputers using the vLLM tool with Globus Compute, specifically on the Polaris system at ALCF. We'll begin by briefly discussing the popularity and applications of LLMs in various fields. Following this, we will introduce the vLLM tool, and explain how it integrates with Globus Compute to efficiently manage LLM operations on Polaris. Attendees will learn the practical aspects of setting up and remotely triggering LLMs from local machines, focusing on ease of use and efficiency. This talk is ideal for researchers and practitioners looking to leverage the power of LLMs in their work, offering a clear guide to harnessing supercomputing resources for quick and effective LLM inference.
In software engineering, the right architecture is essential for robust, scalable platforms. Wix has undergone a pivotal shift from event sourcing to a CRUD-based model for its microservices. This talk will chart the course of this pivotal journey.
Event sourcing, which records state changes as immutable events, provided robust auditing and "time travel" debugging for Wix Stores' microservices. Despite its benefits, the complexity it introduced in state management slowed development. Wix responded by adopting a simpler, unified CRUD model. This talk will explore the challenges of event sourcing and the advantages of Wix's new "CRUD on steroids" approach, which streamlines API integration and domain event management while preserving data integrity and system resilience.
Participants will gain valuable insights into Wix's strategies for ensuring atomicity in database updates and event production, as well as caching, materialization, and performance optimization techniques within a distributed system.
Join us to discover how Wix has mastered the art of balancing simplicity and extensibility, and learn how the re-adoption of the modest CRUD has turbocharged their development velocity, resilience, and scalability in a high-growth environment.
AI Pilot Review: The World’s First Virtual Assistant Marketing SuiteGoogle
AI Pilot Review: The World’s First Virtual Assistant Marketing Suite
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https://sumonreview.com/ai-pilot-review/
AI Pilot Review: Key Features
✅Deploy AI expert bots in Any Niche With Just A Click
✅With one keyword, generate complete funnels, websites, landing pages, and more.
✅More than 85 AI features are included in the AI pilot.
✅No setup or configuration; use your voice (like Siri) to do whatever you want.
✅You Can Use AI Pilot To Create your version of AI Pilot And Charge People For It…
✅ZERO Manual Work With AI Pilot. Never write, Design, Or Code Again.
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See My Other Reviews Article:
(1) TubeTrivia AI Review: https://sumonreview.com/tubetrivia-ai-review
(2) SocioWave Review: https://sumonreview.com/sociowave-review
(3) AI Partner & Profit Review: https://sumonreview.com/ai-partner-profit-review
(4) AI Ebook Suite Review: https://sumonreview.com/ai-ebook-suite-review
Enhancing Project Management Efficiency_ Leveraging AI Tools like ChatGPT.pdfJay Das
With the advent of artificial intelligence or AI tools, project management processes are undergoing a transformative shift. By using tools like ChatGPT, and Bard organizations can empower their leaders and managers to plan, execute, and monitor projects more effectively.
Custom Healthcare Software for Managing Chronic Conditions and Remote Patient...Mind IT Systems
Healthcare providers often struggle with the complexities of chronic conditions and remote patient monitoring, as each patient requires personalized care and ongoing monitoring. Off-the-shelf solutions may not meet these diverse needs, leading to inefficiencies and gaps in care. It’s here, custom healthcare software offers a tailored solution, ensuring improved care and effectiveness.
Software Engineering, Software Consulting, Tech Lead.
Spring Boot, Spring Cloud, Spring Core, Spring JDBC, Spring Security,
Spring Transaction, Spring MVC,
Log4j, REST/SOAP WEB-SERVICES.
How to Position Your Globus Data Portal for Success Ten Good PracticesGlobus
Science gateways allow science and engineering communities to access shared data, software, computing services, and instruments. Science gateways have gained a lot of traction in the last twenty years, as evidenced by projects such as the Science Gateways Community Institute (SGCI) and the Center of Excellence on Science Gateways (SGX3) in the US, The Australian Research Data Commons (ARDC) and its platforms in Australia, and the projects around Virtual Research Environments in Europe. A few mature frameworks have evolved with their different strengths and foci and have been taken up by a larger community such as the Globus Data Portal, Hubzero, Tapis, and Galaxy. However, even when gateways are built on successful frameworks, they continue to face the challenges of ongoing maintenance costs and how to meet the ever-expanding needs of the community they serve with enhanced features. It is not uncommon that gateways with compelling use cases are nonetheless unable to get past the prototype phase and become a full production service, or if they do, they don't survive more than a couple of years. While there is no guaranteed pathway to success, it seems likely that for any gateway there is a need for a strong community and/or solid funding streams to create and sustain its success. With over twenty years of examples to draw from, this presentation goes into detail for ten factors common to successful and enduring gateways that effectively serve as best practices for any new or developing gateway.
Prosigns: Transforming Business with Tailored Technology SolutionsProsigns
Unlocking Business Potential: Tailored Technology Solutions by Prosigns
Discover how Prosigns, a leading technology solutions provider, partners with businesses to drive innovation and success. Our presentation showcases our comprehensive range of services, including custom software development, web and mobile app development, AI & ML solutions, blockchain integration, DevOps services, and Microsoft Dynamics 365 support.
Custom Software Development: Prosigns specializes in creating bespoke software solutions that cater to your unique business needs. Our team of experts works closely with you to understand your requirements and deliver tailor-made software that enhances efficiency and drives growth.
Web and Mobile App Development: From responsive websites to intuitive mobile applications, Prosigns develops cutting-edge solutions that engage users and deliver seamless experiences across devices.
AI & ML Solutions: Harnessing the power of Artificial Intelligence and Machine Learning, Prosigns provides smart solutions that automate processes, provide valuable insights, and drive informed decision-making.
Blockchain Integration: Prosigns offers comprehensive blockchain solutions, including development, integration, and consulting services, enabling businesses to leverage blockchain technology for enhanced security, transparency, and efficiency.
DevOps Services: Prosigns' DevOps services streamline development and operations processes, ensuring faster and more reliable software delivery through automation and continuous integration.
Microsoft Dynamics 365 Support: Prosigns provides comprehensive support and maintenance services for Microsoft Dynamics 365, ensuring your system is always up-to-date, secure, and running smoothly.
Learn how our collaborative approach and dedication to excellence help businesses achieve their goals and stay ahead in today's digital landscape. From concept to deployment, Prosigns is your trusted partner for transforming ideas into reality and unlocking the full potential of your business.
Join us on a journey of innovation and growth. Let's partner for success with Prosigns.
Gamify Your Mind; The Secret Sauce to Delivering Success, Continuously Improv...Shahin Sheidaei
Games are powerful teaching tools, fostering hands-on engagement and fun. But they require careful consideration to succeed. Join me to explore factors in running and selecting games, ensuring they serve as effective teaching tools. Learn to maintain focus on learning objectives while playing, and how to measure the ROI of gaming in education. Discover strategies for pitching gaming to leadership. This session offers insights, tips, and examples for coaches, team leads, and enterprise leaders seeking to teach from simple to complex concepts.
Globus Connect Server Deep Dive - GlobusWorld 2024Globus
We explore the Globus Connect Server (GCS) architecture and experiment with advanced configuration options and use cases. This content is targeted at system administrators who are familiar with GCS and currently operate—or are planning to operate—broader deployments at their institution.
Experience our free, in-depth three-part Tendenci Platform Corporate Membership Management workshop series! In Session 1 on May 14th, 2024, we began with an Introduction and Setup, mastering the configuration of your Corporate Membership Module settings to establish membership types, applications, and more. Then, on May 16th, 2024, in Session 2, we focused on binding individual members to a Corporate Membership and Corporate Reps, teaching you how to add individual members and assign Corporate Representatives to manage dues, renewals, and associated members. Finally, on May 28th, 2024, in Session 3, we covered questions and concerns, addressing any queries or issues you may have.
For more Tendenci AMS events, check out www.tendenci.com/events
Climate Science Flows: Enabling Petabyte-Scale Climate Analysis with the Eart...Globus
The Earth System Grid Federation (ESGF) is a global network of data servers that archives and distributes the planet’s largest collection of Earth system model output for thousands of climate and environmental scientists worldwide. Many of these petabyte-scale data archives are located in proximity to large high-performance computing (HPC) or cloud computing resources, but the primary workflow for data users consists of transferring data, and applying computations on a different system. As a part of the ESGF 2.0 US project (funded by the United States Department of Energy Office of Science), we developed pre-defined data workflows, which can be run on-demand, capable of applying many data reduction and data analysis to the large ESGF data archives, transferring only the resultant analysis (ex. visualizations, smaller data files). In this talk, we will showcase a few of these workflows, highlighting how Globus Flows can be used for petabyte-scale climate analysis.
Paketo Buildpacks : la meilleure façon de construire des images OCI? DevopsDa...Anthony Dahanne
Les Buildpacks existent depuis plus de 10 ans ! D’abord, ils étaient utilisés pour détecter et construire une application avant de la déployer sur certains PaaS. Ensuite, nous avons pu créer des images Docker (OCI) avec leur dernière génération, les Cloud Native Buildpacks (CNCF en incubation). Sont-ils une bonne alternative au Dockerfile ? Que sont les buildpacks Paketo ? Quelles communautés les soutiennent et comment ?
Venez le découvrir lors de cette session ignite
Developing Distributed High-performance Computing Capabilities of an Open Sci...Globus
COVID-19 had an unprecedented impact on scientific collaboration. The pandemic and its broad response from the scientific community has forged new relationships among public health practitioners, mathematical modelers, and scientific computing specialists, while revealing critical gaps in exploiting advanced computing systems to support urgent decision making. Informed by our team’s work in applying high-performance computing in support of public health decision makers during the COVID-19 pandemic, we present how Globus technologies are enabling the development of an open science platform for robust epidemic analysis, with the goal of collaborative, secure, distributed, on-demand, and fast time-to-solution analyses to support public health.
3. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER
Contents
About CallShaper........................................................................................................... 1
Support........................................................................................................................... 2
Help Center Library...................................................................................................... 2
Submitting A Support Ticket......................................................................................... 3
Dashboard...................................................................................................................... 3
Campaign Buttons ....................................................................................................... 4
Agent Stats .................................................................................................................. 4
Call Stats...................................................................................................................... 5
Top Agent List.............................................................................................................. 5
Charts Section ............................................................................................................. 5
Menu’s............................................................................................................................ 6
Search Menu................................................................................................................ 6
Reports Menu .............................................................................................................. 7
Admin Menu................................................................................................................. 8
Users............................................................................................................................ 10
Users Screen ............................................................................................................. 11
Adding A User....................................................................................................................11
Show Inactive Users.......................................................................................................15
Reactivate User..............................................................................................................15
Unlocking A User ...............................................................................................................16
User Profile Screen............................................................................................................16
Changing/Adding A Photo ..............................................................................................17
Deactivating Users .........................................................................................................17
Editing Users..................................................................................................................17
4. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER
Teams .......................................................................................................................... 19
Teams Screen............................................................................................................ 20
Adding A Team ..................................................................................................................20
New Team Screen..........................................................................................................21
Editing A Team ..................................................................................................................22
Do Not Call................................................................................................................... 23
Do Not Call Screen .................................................................................................... 24
Number Lookup .................................................................................................................24
Number Lookup screen ..................................................................................................25
Creating A Do Not Call List ................................................................................................25
Create Do Not Call List Screen.......................................................................................25
Importing A Do Not Call List ...........................................................................................26
List Actions ........................................................................................................................26
Add Numbers .................................................................................................................27
Assign to Campaign .......................................................................................................27
Rename..........................................................................................................................27
Export.............................................................................................................................28
Delete.............................................................................................................................28
Media Attributes ........................................................................................................... 29
Media Partners........................................................................................................... 29
Media Types .............................................................................................................. 29
Scorecards................................................................................................................... 30
Scorecards Screen .................................................................................................... 31
Add Scorecard ...................................................................................................................31
Show Inactive Scorecards..................................................................................................32
5. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER
Reactivate Scorecard.........................................................................................................32
Duplicating Scorecard........................................................................................................33
Deactivate Scorecard.........................................................................................................33
Editing Scorecard...............................................................................................................33
Sounds Library............................................................................................................. 34
Add Sound ................................................................................................................. 35
Edit Screen ........................................................................................................................35
Play Recording ..................................................................................................................36
Download or Delete Recording ..........................................................................................36
Music On Hold.............................................................................................................. 37
Buttons Section.......................................................................................................... 37
Add New Playlist........................................................................................................ 37
Edit A Sound.............................................................................................................. 38
Play A Recorded Sound............................................................................................. 38
Phone Numbers Types ................................................................................................ 39
Phone Number Categories........................................................................................... 40
Phone Number Screen .............................................................................................. 41
Purchasing A Phone Number.............................................................................................41
Purchase Number Screen ..............................................................................................41
View Recent Calls..............................................................................................................42
7. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER 1
About CallShaper
CallShaper was founded in 2012 but our software was born years before that when we set out to
create a platform to run all aspects of our own call center’s operations. Our philosophy has three
main goals: Ease of use, accurate reporting, and flexibility.
At CallShaper, we feel technology should help achieve the business goals and not get in the
way. We want the agent to focus on the call, not on a cumbersome process that distracts them
from their true purpose of making the sale, collecting the payment or qualifying a prospect. Our
platform constantly monitors the changes happening to the campaign and reacts accordingly
while using the latest technology in answering machine, busy and disconnected number detection
to deliver the most “live” calls possible.
Having accurate information to manage the campaign is vital to its success. Our real-time
reporting is designed to be easy to read and to quickly present the information needed to
keep campaigns on track. Our historical reporting will provide you with the tools to manage your
campaigns. Our customizable reporting will fit the individual need of the campaign by providing
detail on data uploaded through lead files and completed by agents. The reports along with our
customizable scorecards, provide you with the tools needed to effectively manage, coach and
develop your staff.
Flexibility is important to ensure our users, at all levels, get the most out of our software. All
campaigns are different. Whether it be the sales pitch, the prospect qualifying process, data
submission, or payment capture, CallShaper allows your campaign’s scripting to match your
client’s requirements and makes it easy for you to maneuver around and integrate with third party
systems. With each campaign created, the settings for voicemail, conversions, dispositions,
sounds, dialer type, schedule, callbacks, recordings, skill level, wrap up, leads and queue actions
are all customizable.
Early on, we found that our product needed to be user-friendly, extremely flexible and have a
variety of reporting to satisfy client needs. That is why whether your Call Center has five agents
or hundreds of agents, CallShaper’s software has the tools to fit the needs of your organization.
8. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER 2
Support
The CallShaper Support team’s main goal is to help you run your campaign’s as smoothly and
efficiently as possible. We understand the needs of each Call Center are different, which is why
we offer various types of support such as live support over the phone and online, support tickets
and a Help Center Library.
Help Center Library
For questions pertaining to “how to” and “where can I find”, CallShaper’s Help Center Library is
available 24/7/365. Our Help Center Library contains how to articles, training material, FAQ’s
and troubleshooting tips for the CDP Desktop Client (Agent Application), Supervispor Site and
the Manage Site.
The Help Center Library can be accessed using the help link or the support button in the Manage
Site.
1. Using the help link - The help link is located in the
individual user drop-down menu. This link will give you
full access to the library where you can search for
articles, training material, FAQ’s and troubleshooting
tips available by key words or by category.
2. Using the support button - The support button is located
at the bottom of your screen in the Manage Site. You can
search by key words to access links to articles, training
material, FAQ’s and troubleshooting tips available in the
Help Center Library.
Once you click on a link, the article will populate in that
window. If you prefer to see the information in a larger
window, scroll to the bottom of the article and click the
button. This will bring you to the
Help Center Library.
9. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER 3
Submitting A Support Ticket
For more complex questions or concerns, a ticket can be submitted to the CallShaper Support
team. Once a ticket is submitted, the requester will receive an email with the ticket number and
instructions of how to add information to the ticket. All tickets will be responded to within 24
business hours. Our business hours are 8:30 am to 5:30 pm (EST) M-F.
For tracking purposes, please submit a separate ticket for each new request.
Tickets can be submitted to the CallShaper Support Team through the help link or the support
button in the Manage Site.
1. Using the help link – When sending attachments, please
use this option. The help link is located in the individual
user drop-down menu and will bring you to the Help
Center Library. At the top of the page, click the “Submit
a request” link. You will be asked for your email
address, subject, campaign, company and a description
of how we can help you.
2. Using the Support Button - When sending attachments,
please use the Help link option. After you have
searched for how to articles, training material FAQ or
troubleshooting tips and have not found what you are
looking for, you can click the contact us button (this will
only appear after you have typed key words in the
search field). A contact us page will open and ask for
your name, email address, campaign, company and a
description of how we can help you.
If screen shots are being sent, please send them as an attachment. All
attachments should be sent using the help Link.
All emails sent to Support will be converted into tickets. Screenshots do not
transfer into the ticket system from emails.
10. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER 4
Dashboard
The dashboard is where you can monitor how your campaigns are performing in real-time. You
can view the agent stats (as a whole), top performers, how the agents are spending their time,
call stats and have quick access to change the campaign and the campaign settings.
Campaign Buttons
The buttons section is located at the top of the dashboard and includes two campaign buttons;
The button will allow you to switch the campaign you are viewing by
using the drop-down list.
The button will take you directly to the campaign settings so
adjustments can be made quickly. (Covered in Manual 2)
Agent Stats
The agent stats section provides details of the number of agents logged in, how many agents are
in each call status, the number of active hours and their average performance stats. The fields in
this section will flash as they are updated.
11. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER 5
Call Stats
The call stats section provides details of the number of calls being dialed, calls in queue, sales,
handled calls and abandon calls. The fields in this section will flash as they are updated.
Top Agent List
The top agent list will give you a quick look at the top ten performers of the campaign you have
selected based on the number of sales (conversions) the agents have made. If point values are
assigned to a conversion, the points earned will also be visible in the list.
The list will switch from today’s top ten to this week’s top ten performing agents approximately
every 15-seconds.
Charts Section
The charts section contains four different charts;
Calls By Hours, Conversions By Hour, Outbound
Connection Rate and the Agent Hours.
The graphs will rotate
approximately every 20-seconds to give you a
quick view of how the campaign is performing for
that day.
On the dashboard, you can hover your courser over each field in the agent stats,
call stats and graphs sections for details.
12. MANUAL 1 – SETTING UP YOUR ACCOUNT
CALLSHAPER 6
Menu’s
There are three menus within the Manage Site; Search, Admin and Reports. The user’s
permissions will determine which menu’s they will have access to.
Search Menu
The search menu has two options to search by; call or by lead.
In the search menus, you can:
Select the criteria to search using the drop-down lists,
or a report,
Add or remove to view or export,
When a list is run, the list can be sorted by clicking on the column headings,
Additional details can be
viewed by clicking on the
specific lead or call from
the list.
This is an example of the Call
Detail Screen that will open
when you select a specific call
to view. We will review the Call
Detail screen in Manual 4.
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Reports Menu
At CallShaper, we understand how important accurate
reporting is to your business. This is why have we
designed reporting that provides the detail needed to
quickly measure agent and lead performance with
accurate real-time and historical reporting for both
inbound and outbound calls.
In addition to the Dashboard, which gives a real-time view
of what is currently happening with your campaign, your
CallShaper account also contains many historical reports.
These reports are available in the reports menu and
provide detail on:
Agents and Teams,
Leads and Lead Files,
Campaign progress and profits,
QA,
Sales and
Payroll.
Once you have created your campaign and have data to complete these reports, we will review
each report in detail (covered in Manual 4).
There are two additional reports available within each campaign rather than the
Reports Menu. These reports are campaign specific and are sent to designated
email address. The details of both reports will be covered in Manual 2. These
reports are;
The Daily Report, which provides a comprehensive overview of the
campaigns inventory (leads), sales (conversions), and performance
activity.
The Export Report, which is a customizable report using information
directly form the data fields your organization has created.
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Admin Menu
The admin menu is where you will add, create, make edits and adjustments to your CallShaper
account.
The remainder of Manual 1 will be spent on the individual categories within the Admin Menu.
The categories are:
Campaigns – Where you will add, edit and
deactivate campaigns, create scripts, upload lead
files, manage phone numbers, create dispositions,
conversions and data fields. This is the only
category not covered in Manual 1. This category will
be covered in Manuals 2 & 3.
Teams – A team is a group of users that report to
the same supervisor and are working on the same
campaign(s). This is where you would add and edit
the teams.
Users – Users are all individuals that
will have access to the Agent
Application, the Supervisor Site and/or the
Manage Site. This is where you would go
to add, edit, unlock and deactivate users.
Do Not Call – Do not call lists can be uploaded into
your CallShaper account in a CSV format. The
National DNC list is not pre-loaded into your
account. It is the responsibility of each individual
organization to ensure the proper DNC lists are
uploaded into their account. The do not call
category is where you will upload and manage the
do not call lists in your account.
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Media Attributes – Media Attributes are used to assign Media Partners and Media Types
when working with clients who are running TV, radio or print advertisements. It can also be
used to associate a business name with a specific phone number for reporting purposes.
This is where you would go to add Media Attributes and Partners to your account.
Scorecards – Scorecards are a QA tool used to evaluate how an agent handled a call. In
this section you can create, edit and deactivate scorecard templates.
Sounds Library – The sounds library is where you will upload, create and edit recordings or
messages such as; introduction messages, abandon messages, closed messages or
disclosures. All sounds recorded in the sounds library will be available to use in all of the
campaigns created in your account.
Music On Hold – You can upload prerecorded hold music into your CallShaper account.
This can be used for inbound callers when they are waiting for their call to be answered and
when an agent is waiting for their next call to connect.
Phone Numbers – Designated phone numbers are purchased through CallShaper to be
used as your campaign caller ID’s and/or inbound number(s). The phone number category
is where you purchase phone numbers for your account and view the assignment of each
phone number in your account.
Now that you know where things are located within CallShaper, let’s get to
the part you’ve been waiting for and begin creating your account.
The first thing you will do when creating your account is to add users and
teams. In the next few sections we will review how to properly set them up.
So get your list of users ready and think about who will be performing which
tasks.
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Users
The term “Users” describes a person who will log into any of CallShaper’s Applications. Users
can consist of Agents, Supervisors, Managers, Administrators and Clients. We do recognize that
not all organizations structure their Call Centers with the same titles and responsibilities.
Therefore, when setting up a user, it is important to understand the role of the user and the tools
they will need to ensure you are providing them with the proper level of access within the
CallShaper Applications.
For the purposes of this and all of CallShaper’s training documentation, the definitions of the user
types are listed below. Please review these definitions to confirm you are providing each
individual the tools needed to perform their jobs effectively within CallShaper.
The agent only has access to the Agent Application that is
installed on their PC. The agent will not have access to the
Supervisor Site or the Mange Application.
The supervisor is responsible for a team of agents. The
supervisor may have the Agent Application installed on their PC.
They will have full access to the Supervisor Site and limited
access to the Manage Site.
The manager oversees the supervisors. The manager does not
have the Agent Application installed on their PC. They will have
limited access to the Supervisor Site and will have full access to
the Manage Site.
The administrator is a person who will make adjustments, add
/remove users and troubleshoot. The administrator does not
have the Agent Application installed on their PC. They will have
limited access to the Supervisor Site and will have full access to
the Manage Site.
The client is someone who your organization is performing
outbound or receiving inbound phone calls for. Clients will not
have the Agent Application installed on their PC. They will not
have access to the Supervisor Site. They MAY have limited
access (typically reports) to the Manage Site. Their level of
access is completely up to your organization.
Agent
Supervisor
Manager
Administrator
Client
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Users Screen
The Users screen will contain a list of the active users in your CallShaper account (once users
have been added). In addition to having the list of active users, you can add, unlock and access
the list of inactive users from the Users screen.
Buttons Section
In this Manual and all training Manuals going forward, please note the buttons
section is always located on the top right hand section of the screen. The buttons
representing the actions that can be taken will always be orange.
Adding A User
No matter what the person’s role will be, if they log into any of the CallShaper Applications, they
will need to be added as a user first. Each user will be given a username and password. The
username will be their email address. If your organization does not have email address for all
users, you can create one for CallShaper purposes only. Emails are only sent to users who will
receive reports or voicemails to their extension.
Before adding a user, it is important to understand what their role will be and what access they
should have within CallShaper’s Applications. To ensure each user will have the proper access
to perform their jobs effectively, we will review how to add a user, the different levels of
permissions and what each permission will give the user access to within the CallShaper
Applications.
To add a user, click the button. When adding users to CallShaper, complete both
the General and the Security tabs.
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The General Tab is where you add the users e-mail address (username), name, the team they
are on and if applicable, their external user ID.
When you are adding a supervisor,
manager, administrator or client, the
team field should be blank.
If you are adding an agent and the team
is not available in the drop-down, the
agent can be added to the team
once the team has been created.
The Security Tab is where you create a password and set permissions.
The permission that is giving to a user will
depend on their role within your orgnization.
A single user should NOT have permissions
at both the account level and camaign level
at the same time. See the charts on the
following pages for permission access.
Permissions ONLY apply to the level of access the user will need in the Manage
and Supervisor Sites. Agents do not need account OR campaign access to use
the Agent Application.
Fields with an are required fields
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Account Level Permissions
Account level permission are recommended for managers and administrators only. For agents,
supervisors and clients, this field should be left blank. Account level permission will grant the
user access to all campaigns in the Mange Application. The type of permission granted (see
chart), will limit what information the user will have access to within the Manage Site.
Giving a user account level permission will limit their access in the Supervisor Site. Depending
on the type of permission granted (see chart below), the user will either not have permissions
or will have the manager mode permission. The manager mode is a view of agents by
campaign. The user can see the agent’s status, skill level and monitor live calls. They will not
have the access to chat, barge or whisper to agents.
The chart below describes the access given with each permission at the account level:
Campaign Level Permissions
Campaign level permissions are recommended for supervisors and clients only. For agents,
administrators and managers, this field should be left blank. Campaign level permissions gives
the user access to make changes to specific campaigns within the Manage Site. The type of
permission (see chart), will limit what information the user has access to in the campaign.
Campaign level permission with reporting is the only access that will give the user supervisor
mode in the Supervisor Site. Supervisor mode is a view of the team(s) that report to the user.
In this mode, the user can see the agent’s status, skill level and monitor live calls. The user
does have access to monitor calls, chat, barge or whisper to agents.
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Admin access will give the user manager mode. In this mode the user will not have access to
monitor calls, chat, barge or whisper to agents.
To give permission at the campaign
level use the drop-down to select
the campaign, and click the
button. Repeat
the process to add more campaigns.
The chart below describes the access given with each permission at the campaign level:
Examples
1. If I am adding a user that will need access to reports, adding and deactivating users, but not
have the ability to grade calls. I would give them Account Level access with reporting AND
user admin permission.
2. If I am adding a user that will need to have chat, barge and whisper capability in the
Supervisor Site, I would give them Campaign Level access with reporting permission.
3. If I am adding a user that will need to have chat, barge and whisper capability in the
Supervisor Site and have the ability to grade calls, I would give them Campaign Level access
with reporting AND QA permission.
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Show Inactive Users
The next button we will review is the button. It’s important to note that
users are not deleted from CallShaper; they are simply made inactive. This is done for reporting
purposes and if the user ever needs to be reactivated. Once you have selected the button, the
Inactive User screen will open. This screen will provide limited details such as the users first and
last name, email address and user ID.
Reactivate User
There may be an occasion where you would want to reactive a user. To do this, you would select
the inactive user by clicking on their name in the Inactive Users screen. When you select them,
the User Profile screen will open. This is where you will click the button to
reactivate a user.
Active Users List
In this section, you can view the list of active users in your account. This list will provide detail of
each user including their name, email address, team, user ID, primary campaign extension, their
skill level and if they are locked out of CallShaper. This is also where you can view and edit a
User’s Profile screen once you have selected them.
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Unlocking A User
When a user is locked out of any CallShaper Application, they can use the reset your password
link on the login page or, you can unlock them in the Users screen.
If the user knows their correct password, you can unlock them from the Users screen by simply
clicking the button in the “unlock” column. The button will then disappear and the
user is unlocked.
If the user needs a new password, you would give them a new password in the security tab of
their user profile (see User Profile screen for details).
User Profile Screen
When you select a user from the Users screen, the User Profile screen will open. Each user has
their own User Profile screen which contains three sections, the buttons section, user information
and the campaign extension section.
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Buttons Section
Changing/Adding A Photo
Adding or changing a photo or an image on a user’s profile can be done by clicking the
button. This photo or image will be displayed in the Users screen and User
Profile screen of the Manage Site, the Supervisor Site and the dashboard in the Agent Application.
The image will need to meet the proper specification and will be cropped during the upload
process.
Deactivating Users
Users are never deleted in CallShaper, but they can be deactivated by using the
button. When a user is no longer an employee or a client of your
organization, it is recommended they are deactivated immediately. If the user is not deactivated,
they can continue to access the account with the same privileges they had as an employee.
Editing Users
The user’s permissions can be edited in the User’s Profile Screen. Using the
button, you can change the name, email address, team, passwords, permissions at the account
and campaign level.
User Info Section
This section will contain the users CallShaper ID, full name, email address, team, the primary
campaign they are assigned to, skill level, external ID and their last log in date.
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Campaign Extensions Section
This section will list all of the campaigns the agent has been assigned to and their extension for
that campaign. If enabled, (Covered in Manual 2) you can listen to and change the agent’s
voicemail greeting.
Each user that is assigned to a campaign will receive an extension automatically. The
extensions cannot be removed or changed.
If voicemail is enabled:
Click this button to change the agent’s voicemail greeting. The greeting can either be
recorded or it can be downloaded from your computer. If the file is downloaded, it must
be in a WAV or a MP3 file format.
Click this button to hear the voicemail recording of the agent. This button is only available
if the agent is not using the campaign default voicemail message.
If the voicemail message is played, the sound bar at the
top of the page will play the message. You can increase the volume by clicking the
button. Pause the recording by clicking the button, and play the recording by clicking
the button.
Creating voicemail for an agent is a multi-step process. The voicemail for the
campaign must be set up, the agents extension mailboxes must be enabled,
(Covered in Manual 2) then the voicemail greeting can be set up in the user profile.
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Teams
Within CallShaper, a team is defined as a group of users who report to the same supervisor or
manager and are all assigned to the same primary and secondary (if applicable) campaign.
Therefore, the teams within CallShaper may not always match the teams within your departmental
structure.
When planning the structure of the teams within CallShaper please note:
Multiple teams can be assigned to the same campaign and the same supervisor or manager.
Teams can be as small as 1 user and as large as your entire Call Center.
All team members are assigned to the same campaign.
Teams cannot be assigned to more than one primary campaign.
Teams can be assigned to multiple secondary campaigns at a time.
Secondary campaigns are ONLY used to take incoming calls and perform callbacks.
Teams cannot be assigned to more than one supervisor or manager at a time.
You are not limited to the number of teams that can be created within your account.
Teams are never deleted or deactivated, but can be edited.
That being said, how the teams are created in the Manage Site, are completely based on the
needs and preferences of each organization.
For example; If a supervisor is responsible for 10 agents and 5 are working together on one
campaign, 4 are working together on a different campaign and 1 individual agent is working on
a campaign by themselves; 3 separate teams would be created within CallShaper. All 3 teams
would be assigned to the same supervisor.
Manager Supervisor 1
Team A
Primary Campaign
(outbound and Inbound)
Secondary Campaign
(inbound only)
Secondary Campaign
(callbacks only)
Team B
Primary Campaign
(outbound and inbound)
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Teams Screen
The Teams screen contains a list of teams in your account (once teams have been added). The
list will provide details such as the team name, campaign(s) the team is working and the
supervisor the team reports to. From the Teams screen you can add and edit teams.
Once a team is created, they cannot be deleted or deactivated.
Buttons Section
Adding A Team
Individual users cannot be assigned directly to a campaign. Individual users are assigned to a
team and that team is assigned to a campaign. Whether the team consists of one agent or the
entire Call Center, the process is the same.
Adding or creating a new team is done from the Teams screen using the button.
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New Team Screen
In the New Team screen, you will be asked to create a team name, select a primary campaign
and secondary campaigns (if applicable).
Secondary campaigns are only used to assign a team inbound calls and callbacks and
takes second priority.
You will also select hold music, the team’s supervisor and the agents that will be assigned to the
team.
The hold music selected will be heard by the agent during wrap-up and wait time.
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Team List Section
In the Team List section, you can view the list of teams along with the campaigns they are working
and the supervisor they report to. If you select a team, you will have the option to edit.
Editing A Team
The team settings such as; team name, hold music, campaign assignments, supervisor and
agents can be changed after a team has been created by selecting the team in the Teams screen
and using the button. The Edit Team screen will open with the same options as
the new team screen.
To add secondary campaign and/or team members, click on the name in the box on
the left and it will automatically move to the “selected” box on the right. To remove
them, click on the name in the “selected” box on the left and it will automatically move
to the box on the right.
Now that you understand how users and teams are set up, let’s move our way
down the Admin menu and review the Do Not Call section.
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Do Not Call
The Do Not Call (DNC) lists within CallShaper are created by your organization. The lists
are updated by choosing the “Do Not Call” disposition in the Agent Application, importing
DNC lists or manually adding a phone numbers to a DNC list in the Manage Site.
Each campaign will have a “Default” DNC list associated with it. When the agents select
the “Do Not Call” disposition, that phone number will automatically be added to the
campaigns “Default” list. You can choose to have one default list per campaign, or assign
a default list that can be used for multiple campaigns.
During the lead file import process, CallShaper provides the option to review all DNC lists
within the campaign. If this option is selected, the leads identified are not callable and
not loaded. If this option is not selected, the lead will be loaded and callable.
At the campaign level you can add and remove states and Providences from the calling
list. These phone numbers are NOT added to the DNC list; they are only blocked from
being called on a campaign. (Covered in Manual 2)
The National DNC list is not pre-loaded into CallShaper. It is the responsibility of each
individual organization to upload the appropriate list into CallShaper. For information
pertaining to the National DNC list, please refer to the Federal Trade Commission
business center https://www.ftc.gov/tips-advice/business-center .
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Do Not Call Screen
In the Do Not Call (DNC) screen, you can view the DNC lists that have been added to your
account, look up phone numbers, create new lists, import existing lists, add phone numbers,
assign a list to a campaign, rename and export.
Do Not Call Lists Section
In this section, you can view the different lists that have been uploaded or created in your account.
To edit, view or export a list, select it and the list actions button will be available.
Buttons Section
Number Lookup
On occasion, you will need to remove or search for a phone number associated with a DNC list.
For example, you may want to know the phone number has been added or when it was added to
a DNC List. This is when you would use the button.
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Number Lookup screen
In the number lookup screen, you can search and remove the number if necessary.
Creating A Do Not Call List
Each campaign will receive a “default” DNC list however, there may be times when you want to
create a new DNC list at the account level. When creating a new DNC list, you can assign it to
one or multiple campaigns and manually add phone numbers. This is when you would select the
button.
Create Do Not Call List Screen
In the Create Do Not Call List screen you can assign the list to campaigns and add individual
numbers.
When adding an individual phone number, add one phone number then click the enter
key on your keyboard so there is only one phone number per row.
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Importing A Do Not Call List
Some organizations have or receive a DNC lists to be uploaded into their CallShaper account.
This is when you would click the button.
All files uploaded into your CallShaper account can be imported as a CSV file. If
you have an Excel file, save as CSV before proceeding
List Actions
The last button we will cover in the DNC screen is the
button.
This button has multiple options. In this next section. We will
cover each option.
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Add Numbers
The Add Numbers option is used when manually adding a few phone number to a DNC list.
Assign to Campaign
The Assign to Campaign is used when you want to add/remove a DNC list to/from campaign.
Rename
All default lists are given the name of the campaign they are assigned to and can be renamed.
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Export
Once DNC lists have been created or uploaded into CallShaper, they can be exported into Excel
if needed.
Delete
DNC lists can be deleted from your account if the default campaign is active.
We are rolling along, let’s continue our journey through the Admin menu and
review the next two sections; Media Attributes and Scorecards.
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Media Attributes
Media Attributes are typically used if you have a Media Partner, meaning you are taking or
making phone calls for a television, radio or print advertisement. However, this is also a place
where you can add a label to specific phone numbers associated with a campaign.
The Media Partners and Types can be assigned to an individual inbound phone number
(Covered in Manual 2). If they are assigned to a phone number, they are then reportable and
can be viewed on the Media report (Covered in Manual 4).
The Media Partner and Media Types screens are below.
Media Partners
Media Types
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Scorecards
Quality Assurance (QA) tools are one of, if not the most important tools your call center
management can have. A healthy QA program will give management the means to
properly coach and mentor their team by:
Identifying training needs and understanding how to help the agent meet KPI’s and
service levels,
Knowing where to change internal processes to increase efficiencies,
Creating a culture of continuous improvement by getting to the root cause of why
things are not happening as intended.
At CallShaper, we understand the direct correlation of a successful QA program and
customer/client satisfaction rates. Each customer/client and campaign may have different
requirements. This is why we developed customizable scorecard templates that will allow
you to:
Design an unlimited number of scorecard templates per account,
Separate scorecards by section (example - greeting, tone, closing),
Create campaign specific questions,
Incorporate waited scoring based on the importance of the question and the
requirements of your customer/client, and
Include notes specific to each question or one pertaining to the overall call.
Each scorecard that is graded in the recordings tab of the Call Detail screen and is
permanently attached to the call. The scorecard itself can be reviewed and edited at any
time. The results of each scorecard for an individual or a team can be viewed in the QA
Agent report. The results of the scorecards by grader can be viewed in the QA Grader
report (Covered in Manual 4).
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Scorecards Screen
Buttons Section
Add Scorecard
To create a new scorecard, click the button. The new scorecard screen
will open
Scorecards can have multiple sections for example; greeting, knowledge, closing, etc.
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Questions can be added and given a waited score.
Show Inactive Scorecards
To eliminate confusion as to which scorecard templates are being used to grade calls, it is
recommended that inactive templates be deactivated. To see the inactive templates, click the
button. If your organization wishes to use a deactivated scorecard
template again, you can reactivate it at any time.
Select a specific scorecard template to reactivate or duplicate it. When you select it, the new
screen will open with options to and .
Reactivate Scorecard
As soon as you click the button, the scorecard template is reactivated
and is located in the Active Scorecard list
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Duplicating Scorecard
Rather than create a scorecard template from scratch every time, you can use the
button. This option allows you to quickly create a new template and
easily make any edits necessary to fit the needs of the new scorecard template.
Scorecard List Section
This section will list all of the active scorecard templates. Here you can select a scorecard
template to , and .
Deactivate Scorecard
To eliminate confusion as to which scorecard templates are being used to grade calls, it is
recommended that inactive templates be deactivated. For reporting purposes, these scorecard
templates cannot be deleted. They can be deactivated by clicking the
button.
Editing Scorecard
Once a scorecard template has been created, you can edit the questions, sections, change the
scoring and rearrange the order. To make changes to a scorecard template, click the
button.
Grading scorecards will be reviewed in the Manual 4.
Have you been wondering how to include hold music and recordings in your
account? It’s your lucky day, turn the page.
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Sounds Library
Sounds are another word for recordings. Sounds can be added to your CallShaper account by
uploading files from your computer or recording a new sound in your Sounds Library. These
sounds are then added to a campaign(s).
Common uses for sounds are messages:
Introduction Message,
Closed Message,
Callback IVR Message,
Abandon Message,
Blocked Call Message,
Advertisements,
IVR,
Disclosures, and
Disclaimers.
Within a campaign, the sounds are not only used for incoming message, outbound abandon calls,
they can also be embedded into a script.
For example, at the point in the script where the agent would normally read a disclosure or
disclaimer to the customer/client, they can simply press a button and the recording will play. This
ensures consistency to every customer/client.
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Buttons Section
Add Sound
Your CallShaper account does not come equipped with prerecorded sounds. However, you can
record an unlimited number of sounds and save them to your Sound Library. Sounds are used
to record greetings, messages, advertisements, disclosures, disclaimers, etc.
If recording a new sound, you will have the chance to review using the button.
To save the recording, choose the button.
Sounds Section
This section will list all of the sounds that you have recorded. Clicking on a specific sound will
open the Edit screen.
Edit Screen
The edit screen will contain the same fields as the add sound screen.
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Actions Section
Sounds that are recorded and saved to your Sound Library can be played, downloaded to your
computer and/or deleted from your CallShaper account.
Play Recording
To play a recorded sound, click the button. Use the sound bar to (pause) or
(control volume).
Download or Delete Recording
To download or delete a recorded sound from your sound library, click the button.
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Music On Hold
Your CallShaper account comes equipped with generic and silent hold music and the ability to
upload unlimited hold music of your choice. You are not limited to the number of or the length
of the hold music on your account. The only requirement is the files must either be a WAV or a
MP3 file.
There are two uses for hold music; the first is assigned to inbound numbers (Manual 3) and is
played to the caller while waiting for an agent to connect, the second is assigned to a team and
played while the agent is in wrap-up and available status. All music uploaded to your account
will be available to select in each campaign created.
Buttons Section
Add New Playlist
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Hold Music Section
This section will list all of the hold music that has been uploaded to your CallShaper account.
To review or listen to the hold music that is available, select the hold music you want to listen
to. The hold music screen will open.
Edit A Sound
The edit sound screen will open once a sound is selected. The edit screen will contain the
same fields as the add sound screen.
Play A Recorded Sound
To play a recorded sound, click the button. Use the sound bar to (pause) or
(control volume).
We are almost finished with Manual 1. The next and last topic we will cover in
this Manual will be phone numbers.
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Phone Numbers Types
CallShaper offers three different types of phone numbers to purchase and apply to your
account through the Manage Site. For rates, please contact CallShaper Support. The types
are:
Toll free numbers (8## numbers) are available for purchase in the
Manage Site. If you currently have a toll free number that you would
like to port to your account, or have a specific toll free requirement,
contact CallShaper Support. Please provide the specific phone
number(s) or requirements.
Local DID’s are numbers that are made available with a specific area
code. If you are interested in purchasing a local DID for your
campaign and the area code is not available or, you have a local DID
number that you would like to port to your account, please contact
CallShaper Support.
The LocalTouch technology uses multiple local numbers with a caller-
id management algorithm and presents a number to the
lead/customer that is local and more familiar to them. LocalTouch
increases the likelihood the customer/client will answer the call and
increase the campaigns connection rate.
With LocalTouch, you are not limited to one caller id number. In fact,
there are up to 200 phone numbers available within each LocalTouch
Bucket. This means that every call presented to the customer/client
may have a different caller ID number. If the customer/client returns
a call to that caller ID number, the call will go directly to an agent
working on that specific campaign.
If you are looking for a strategy to increase the campaigns contact
rate, LocalTouch is a great option.
For more detail go to http://nobelbiz.com/what-we-do/contact-center-
carrier-services/localtouch/
Toll Free
Local DID
LocalTouch
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Phone Number Categories
Once phone number(s) have been purchased on your account, they can be placed in one of
three categories.
Assigned phone numbers are ones that have been purchased and
assigned to a campaign in your account. Phone numbers in this
category can be moved to different campaigns (if not a caller ID)
and can be released from the campaign.
Quarantined phone numbers are ones that have been previously
purchased for a campaign that has since been released.
Once the phone number has been released or a campaign has
been made inactive, the caller ID’s associated with that campaign
is quarantined for 15 days. This is to prevent new campaigns from
receiving calls for the inactive campaign.
After the 15 days in quarantine, the phone number is then moved
to the unassigned tab.
Unassigned phone numbers are ones that have either been
purchased and not assigned yet or have been purchased and
released on your account.
Phone numbers in this status can either be assigned as a caller
ID on a different campaign or canceled.
If canceling, you are moving it back into the bucket with the
available phone numbers for purchase and you will no longer be
charged for the use of that phone number.
Assigned
Quarantined
Unassigned
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CALLSHAPER 41
Phone Number Screen
The Phone Number screen is where you purchase phone number and view the status of the
phone numbers you have purchased in your account.
Buttons Section
Purchasing A Phone Number
Before you create a campaign, you will need to purchase a phone number to be used as the
caller ID and/or inbound phone number. Each campaign should have a different caller ID
associated with it. You can purchase toll free, local DID, or Local Touch Bucket phone
numbers (see the phone number types section for details). For pricing, please contact
CallShaper Support.
To purchase a phone number, click the button.
Purchase Number Screen
The Purchase Number Screen will list all of the phone numbers available for purchase in all
three categories; Toll free, Local DID or LocalTouch Bucket numbers. Select the tab to see
the available phone numbers in each category.
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To purchase a number, simply click on the number you would like to purchase and it
will move to your unassigned phone numbers category.
If you are looking for a specific area code of a local DID and do not see
one available to purchase, please contact CallShaper Support.
Categories and Phone Number Lists Section
The categories section will contain a list of phone numbers that have been purchased in your
account and are listed by category; assigned, quarantined and unassigned. This list will
include the phone number, the campaign it is assigned to, if the number is a caller ID, the
rental date and the release date if the number has been released.
View Recent Calls
When a phone number is selected, an information screen will open that will contain a list of
recent calls. This list is in view only mode.
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Notes