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

  1. Log In and Configure Your Headset: Ensure your headset is set as both the microphone and speakers on your computer.
  2. 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.
  3. 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.