CallTools Tips for New Users
BEFORE LOGGING IN
- Use a Full-Sized Browser: Access CallTools on a desktop or laptop with a full-sized web browser. Tablets, cell phones, and lightweight devices like Chromebooks often lack the functionality needed for proper use.
- Browser Recommendation for Mac Users: Use Google Chrome, as Safari may have minor bugs that affect CallTools’ performance.
FIRST LOGIN SETUP
- Log In and Configure Your Headset: Ensure your headset is set as both the microphone and speakers on your computer.
- Make a Test Call: Navigate to the Dashboard and dial your cell phone to test audio settings. If a popup requests permission to use your microphone, choose Always Allow or Yes to grant access.
- Verify Audio Quality: Dial your cell phone again to confirm you can hear and speak on both ends. Once this setup is complete, you won’t need to adjust it again.
DIALING
- Joining a Campaign: After logging in, you’ll land on the Campaigns (or “Camps”) page. Click Join Campaignto start dialing. You can also navigate to Campaigns & Queues in the menu beside the CallTools logo.
- Pro Tip: Before joining a campaign, make sure your headset is on, and you’re ready for your first call.
TAKING BREAKS
- Short Breaks (Under 3 Minutes): Switch your status to Break in the top-left dropdown if you step away briefly.
- Longer Breaks (Over 3 Minutes): Exit Campaign if you’ll be away for an extended period.
- Why It Matters: Every active user affects system performance. Taking calls promptly helps improve CallTools’ machine-learning capabilities, making the system faster for everyone.
CALL DISPOSITIONS
- Ending Calls with a Disposition: Each live call ends with a Disposition (or “Dispo”)—color-coded buttons at the top of the contact page. Clicking a dispo will end the call, log the contact, and move you to the next available call.
- Pro Tip: To keep a contact open for additional follow-up, you can Minimize them and return after dispositioning and connecting with the next call.
CREATING CALLBACKS
- Set a Callback: To schedule a follow-up, go to the Calendar Events tab at the top of the contact page and create a Calendar Event (or Callback). After saving, use the Callback disposition to remove the contact from other leads until the scheduled follow-up.