Provisioning User Guide

PDF timestamp 10/25/2007 © 2007 CallSource, all rights reserved.

Contents Version 3.7Introduction.............................................................................................................................................................. 3

What’s New......................................................................................................................................................... 3 Getting Started.................................................................................................................................................... 4 Reporting, Help Center, Change Password, and Log Out.................................................................................. 4

Help Center ............................................................................................................................................................. 4 Provisioning Menu................................................................................................................................................... 5 Manage Customer List ............................................................................................................................................ 6 Customers and Sites ............................................................................................................................................... 7

Add Customer and Edit Customer ...................................................................................................................... 8 Daily Lead Sheets........................................................................................................................................... 9

Manage Customer Notes .................................................................................................................................... 9 Campaigns ............................................................................................................................................................ 10

Manage Campaign List ..................................................................................................................................... 10 Campaign Status .......................................................................................................................................... 11

Add Campaign .................................................................................................................................................. 12 Edit Campaign .................................................................................................................................................. 12 Renew Campaign ............................................................................................................................................. 13 Managing Features and Options ...................................................................................................................... 13

Consumer Greeting – New! .......................................................................................................................... 14 Whisper Greeting.......................................................................................................................................... 14 Voicemail ...................................................................................................................................................... 15 CallReview.................................................................................................................................................... 15 MailMaster .................................................................................................................................................... 15 CallMeNow Button – New!............................................................................................................................ 16 Call Employee Code..................................................................................................................................... 17 Auto Dealer Format (ADF)............................................................................................................................ 18 Formatted Emails for Every Call................................................................................................................... 18

Routings ................................................................................................................................................................ 19 Tracking Numbers............................................................................................................................................. 19 Adding a Toll-Free Routing............................................................................................................................... 19 Local Tracking Numbers ................................................................................................................................... 20 Vanity and Repeater Numbers ......................................................................................................................... 21 Geo-Routings—now supporting automated routing to nearest location! .......................................................... 21 Edit Routing ...................................................................................................................................................... 24

Lists of Blocked Numbers and Allowed Area Codes .................................................................................... 24 Call Center Routing – recently enhanced ............................................................................................................. 25

Configuring Call Center Routing ....................................................................................................................... 26 Default Overflow Routing.............................................................................................................................. 26 Time-Of-Day Routing and Time-Of-Day Overflow........................................................................................ 26

Extension Routing – recently enhanced................................................................................................................ 27 Edit Extension Routing...................................................................................................................................... 28

List of Extensions and Target Numbers ....................................................................................................... 28 Manage Ad Sources.............................................................................................................................................. 29 Manage User List .................................................................................................................................................. 30

Add User and Edit User .................................................................................................................................... 30 User Permissions.............................................................................................................................................. 31 Editing User Permissions.................................................................................................................................. 32

Disable call audio access per user ............................................................................................................... 33 CallSource Co-Branding and Private Label Customization .................................................................................. 34

CallSource Co-Branding ................................................................................................................................... 34 Private Label ..................................................................................................................................................... 34

FTP Integration...................................................................................................................................................... 34 XML Integration ..................................................................................................................................................... 34 Provisioning Quick Guide ...................................................................................................................................... 35 For More Information............................................................................................................................................. 38

page 3 of 38 Version 3.7

Introduction Welcome to CallTrackSM Provisioning.

CallTrackSM by CallSource is a groundbreaking set of web-based tools to see your investment dollars at work in advertising, infrastructure, and staffing. We supply special ad-tracking phone numbers, and our servers track incoming calls to these numbers, even missed calls. This data is stored securely in your account. Then you can use CallTrackSM Reporting and other CallSource products and services to mine valuable business insights from this growing data resource. CallTrackSM Provisioning is a full-featured, web-based application to provision ad-tracking phone numbers online. You can track new ad campaigns, allocate new phone numbers, and manage the routings for these numbers. You can even configure some of the fine details of phone number routing, such as consumer greetings, voicemail settings, and time-of-day or overflow routing. Provisioning gives publishers and other high-volume advertisers a high degree of control over the CallSource call-tracking system, which is the backbone of CallTrackSM Reporting and our other features and services. Here is a recap of these advantages. • Easily provision tracked phone numbers for any industry, application, or volume. • Reap the full benefit of other CallSource products and services like CallTrackSM Reporting. • Rapidly provision single or multiple customer locations or sites. Provisioning is easy to use. It’s designed to simplify the process of managing tracked accounts, customer/sites, and campaigns. Since it’s web-based, the database and system are maintained on our servers. You don’t need to install, maintain, or upgrade any special software. All you need is a web browser. Please note: • Provisioning is compatible with Microsoft Internet Explorer version 6.0 or higher. You may need to disable any popup

blocking software or configure it to allow popups from callsource.com domain. • If you already have a username for CallTrackSM Reporting, please note that login access is managed independently for

these applications. Users with Reporting-only access permission cannot log into CallTrackSM Provisioning. Your username will receive access to Provisioning as soon as you have completed CallTrackSM Provisioning Training.

• Some localities have special legal requirements for phone call recording and playback. Clients who wish to have the CallReview feature available in CallTrackSM Provisioning must first have a signed CallReview Addendum to the Self-Provisioned Contract on file with CallSource.

If you have any questions about CallTrackSM please do not hesitate to call us. Your CallSource site administrator or any one of our Customer Care representatives will be happy to help you.

What’s New Provisioning has several new enhancements. • Site level billing enhancement—Our partners can now set billing cycles, 4-week or monthly, independently on a site-

by-site basis. This means you can choose different billing cycles for different customer sites in the same account. • Geo-Routing is in its second phase—CallSource now offers automated routing to the nearest location! This innovation

directs a call based on the caller’s Area Code and Prefix to the nearest client location provisioned in CallTrackSM. This is a terrific improvement over prior Geo-Routing provisioning, which had to be done manually, region by region. Now nearest-location routing can be configured directly in CallTrackSM Provisioning. This routing innovation shows CallSource industry leadership, and it is fully complemented by other CallSource features such as Time-of-Day and Overflow routing. At the present time, all Geo-Routings will be configured by CallSource Customer Care. Once configured, existing Geo-Routings may be viewed in Provisioning (see Edit Routing, p. 24).

• ADF XML is more flexible—you now have more options for both the format (email or web post) and timing (start of call or end of call) of ADF XML data transmission. You can even select both formats and/or both transmission times. For example, say a tracked call is answered by a salesperson. CallTrackSM can send an email to the salesperson at the beginning of the call, AND route the caller’s information directly to the salesperson’s CRM (Customer Relationship Management) application by HTTP post. This ability to accommodate different formats is great for large companies with different CRMs at different locations (e.g., auto dealerships).

• XML Integration has been enhanced—it now allows for Local Number Provisioning • Extension Routing is now in its second phase—CallTrackSM allows up to three levels of extension routing. Example: A

caller calls a published number and is prompted with a custom-recorded voice menu. They select 1 for Western United States Sales. The caller is then prompted with another menu, and selects 23 for California Sales, and then hears another menu, and selects 5 for Southern California Sales.

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Getting Started To get started and log into CallTrackSM Provisioning directly – Go to http://provisioning.callsource.com/prov and enter your username and password. Alternatively you may go to Provisioning from CallTrackSM Reporting.

1 Go to our website www.callsource.com and select Reporting Login.

2 Enter your username and password. Click Log In . This opens Reporting. 3 In the upper right, click Provisioning link.

For help with your password or any part of this website, contact CallSource Customer Care at 800-500-4433, or email support@callsource.com.

Reporting, Help Center, Change Password, and Log Out While you are logged into Provisioning, these helpful quick links are always available on the upper right. Here is what they do. Reporting Log into CallTrackSM Reporting with the current username and password. Help Center Open the Help Center knowledge base to help answer questions about CallTrackSM Provisioning and Reporting.

Change Password Change your CallTrackSM Provisioning and Reporting password. To change other user passwords, see Edit User, available only if you have Admin permission.

Logout Log out of Provisioning application. Takes effect right away, without additional prompting.

Help Center With CallTrackSM Help Center, you can browse a knowledge base of previous situations and solutions. This can help you use CallTrackSM more effectively.

To start Help Center, click the link in the upper right. The Help Center screen will pop up in a new window. (For this to function properly, any popup software should be configured to allow popups from callsource.com) Help Center from CallSource is a knowledge base—a collection of past cases and informative documents which you can browse or search to learn more about CallSource and find the answers you need. You can browse Help Center cases by subject line. The Home tab shows the top answers from our knowledge base. Alternatively, use the Find Answer tab to browse Help Center by topic or search the knowledge base for keywords.

Version 3.7

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Provisioning Menu Select and execute provisioning tasks from the CallTrackSM provisioning menu, which is on the left.

Heading Command—short description

SEARCH FOR CUSTOMER BY

Select which customer/site fields to search in: • Any Customer Field to search all fields; • Customer Code, Name, Tracking or Target Number to search only

that field. Find Customer: Type text or partial text to search for. Click Find for Manage Customer List with matching customers/sites.

CUSTOMERS

Manage Customer List: Interactive view of customers/sites. Select from this list to edit information, manage notes, or manage campaigns and routings for a customer/site. Add Customer: Enter information for a new customer/site. Edit Customer: View or change customer/site information. Manage Customer Notes: View, search or add customer/site annotations.

CAMPAIGNS

Manage Campaign List: Interactive view of campaigns for customer/site Select from this list to view or change a campaign’s info or routing. Add Campaign: Create new campaign for customer/site. Edit Campaign: View or change a campaign for customer/site. Add Routing: Add a tracking number to campaign. Edit Routing: Change target number or other routing features for a tracking number.

MAINTENANCE

Manage Ad Sources: Interactive view of ad sources on the account View, add, deactivate or reactivate ad sources. Available only to users with Maintenance permission. Manage User List: Interactive view of all users on the account Select from this list to edit users or permissions. Available only to users with Administrator permission. Add User: Create new username/password on the account. Edit User: View or change a user’s password, name or contact info. Edit Permissions: View or change a user’s Provisioning and Reporting permissions.

RESOURCES User Guide: display this document – Provisioning User Guide – in .PDF format.

CONTACT CUSTOMER CARE

Send eMail: Compose an email message to CallSource Customer Care Phone: CallSource Customer Care telephone number These may be customized for private label or CallSource co-branded clients.

The current task is shown in bold yellow. Active, available menu commands are shown in white. Also look for commands on action buttons in the main task area. Always look for action buttons in the main task area—at certain stages in the workflow, some commands are available only on these task buttons. Momentarily inactive commands are shown in light gray; they will become available and change to white at the correct stage in the process.

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Manage Customer List Manage Customer List View, select, and perform tasks on customers or sites in your account. This is where Provisioning starts. To return here, select Manage Customer List from the Provisioning menu.

View, select, and perform tasks on customers or sites in your account. This is where Provisioning starts. To return here, select Manage Customer List from the Provisioning menu.

Here is how to get started with Manage Customer List. Here is how to get started with Manage Customer List. • Type text and select Find to list only matching

customer/sites. • Type text and select Find to list only matching

customer/sites. • Select a customer/site from the list, and select

a button to perform an action. • Select a customer/site from the list, and select

a button to perform an action. This is only the beginning. If your list of customers or sites is large, you will appreciate the different ways you can search and sort this list.

This is only the beginning. If your list of customers or sites is large, you will appreciate the different ways you can search and sort this list. Here are more details. Here are more details.

Find Customers where

Select which customer fields to search in: Any Customer Field (default) to search in all fields Customer Code Customer/Site Name Tracking Number to search in only that field among your customer/site records Default Target Number Target Number … contains Type in text or partial text to search for. Find lists all customer/sites matching your search text, up to a fixed display limit. To see all customer/sites with no display limit select All Customers . Show Cancelled: check this box to include inactive customer/sites in the list. Recently Accessed – show only recently accessed customer/sites.

columns & customer/site fields

Customer Code, Company Name, Default Target, Status (active or inactive), and Search Found. Search Found shows if match is inside a campaign—in a Tracking Number or Target Number.) • To select a customer—select a radio button at the left • To re-sort the list—select a column heading • To change sort order from ascending to descending—select the sort column heading again.

Buttons perform action on selected customer

Edit Customer Manage Customer Notes Manage Campaign List or Add Campaign – perform these actions on selected customer. See below. Cancel Customer —Cancel the selected customer/site. For consistency in the system database, this has several additional effects. All the customer/site’s campaigns will be cancelled. The customer will be removed from all Scheduled Reports. Also deleted: users with permissions only for this customer and any scheduled reports still belonging to those users.

Version 3.7

page 7 of 38 Version 3.7

Customers and Sites Customer/sites are essential business objects in CallSource applications. They model the way your company uses our call tracking system to do business. In the CallSource system, your ad-tracking phone numbers belong to a campaign, and those campaigns in turn belong to a customer/site.

Customer/sites are objects in the system database used for day-to-day operations of CallTrackSM Provisioning and Reporting. Here is how they work. Each CallSource client (also called an account or client account) is • a reseller of CallSource products and services, -OR- • a direct client of CallSource. Each client account has one or more customer/sites, typically representing • more info about the same client company, • customers of the CallSource client (if a reseller or publisher), -OR- • internal divisions, locations, or sites of the CallSource Client. Some lists and features in CallTrackSM Provisioning and Reporting are managed centrally for the entire client account—for example, the user list and list of ad sources. These apply to all customer/sites in the client account. Other lists and features are managed individually for each customer/site. For example, each customer/site has its own campaign list. Still other features and lists apply separately to each campaign or routing. For example, every campaign has exactly one selection from the account-wide ad source list. Every routing may have an entire list of blocked numbers and another list of allow-only area codes. This arrangement is adapted to a wide variety of real-life business relationships. Here are some examples. • A phone company which resells CallSource products can be managed as a CallSource client account. Its customers are

managed as individual customer/sites within that account. • A group of car dealerships can be handled as a single CallSource client account. Its individual rooftops are managed as

its customer/sites. • An apartment management company can be managed as a CallSource client account. Each of its communities is treated

as a customer/site. • A direct customer of CallSource without internal sites or divisions can be managed as one CallSource client account.

This carries any account level products, options, and features. Under this account is a single, corresponding customer/site, which carries all the features which are specific to customer/sites.

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Add Customer and Edit Customer View, enter, or change essential information for a customer/site.

• On the main Provisioning menu, select Add Customer or Edit Customer.

• Company Name and Default Target are required. • You may also enter full contact information.

Version 3.7

Here are more details. Unique, case-sensitive identifier containing only numbers, letters, dashes, dots and underscores (no spaces). Not used directly by the CallSource system,

Customer Code it may conform to client needs or specifications. In Add Customer, you may leave it blank. A code will be generated automatically upon Save. In Edit Customer, this field is required and may not be left blank.

Company Name Required. Name of this customer or site.

Required. Phone number which tracking numbers will typically forward to—also the main number used to search the system database for this customer/site. For Default Target information about using a toll-free target number, please see CallSource Quick Reference on Toll-Free to Toll-Free Routing.

Name, Title, Address 1, Address 2, City, State, Zip, Country, Phone, FAX, & Email

Information for primary contact person and billing contact company or person. (Field for billing contact company name is new.) This information may be provided as needed for your later reference.

Set to ON if you want Daily Lead Sheet emails or faxes Daily Leads for this customer/site

Recipients Email addresses for Daily Lead Sheets, one per line without commas or semicolons. For fax enter 10-digit fax number followed by @faxes.callsource.com

Auto Extend Campaigns

Set off or on – New!

Length of Auto Extend (mos.) Select 1–36 months.

Customer Contact person assigned to this customer/site. If Contact Info needed, CallSource clients may provide a list of Employee representatives to add to this selection list.

Name Save and Manage Customer List Save and Manage Campaign List Select one of these Save…

Save and Add Campaign buttons to incorporate entries into the system database. Save and Manage Customer Notes

Discard any data you entered for this customer/site. Reset Delete this customer/site. Available in Edit Customer only if no campaigns were ever added to this customer/site.

Delete Customer

page 9 of 38 Version 3.7

Daily Lead SDaily Lead Shee ustomer

Optionsead sheets for all camp the

recipients entereactivate, set Daily one

xe ntheses, or spaces) followed by @faxes.callsource.com e.g. 8785551234@

t add lon at the end of an email address or the email will not reach the recipient. and ivate label CallSource clients can request customized email headers for Daily Lead Sheets (as well as eports

of P requires this be a valid email address) e our account.

Cusarch r-entered and (if desired) system-generated. Add new user notes for the customer to

pecial ustomer request or service call. otes—

heets ts are managed in Add Customer and Edit C

under the Daily l

heading. aigns on this customer/site are sent to

d in this section after 2:00 AM Pacific time. To Leads to on and enter Recipients email addresses s, type the 10-digit fax number (no hyphens, parefaxes.callsource.com a comma or a semico

per line. For fa

Please do noCo-brandedScheduled R

• Name Contact Custom

pr):

sender • Subject: line • From: linr Care to make any of these changes to y

e (IS

Manage View and se

tomer Notes previous notes—use

annotate sTo search n

actions, unusual cases, or actions arising from a ctype text and select Find . Notes with

matching texTo re-displa

t wiy ALL

ll be displayed. notes—clear text box and click Find .

To see user AN Fin

D ck Show System Notes d .

system notes—cheand selectTo see only uand select Fin

serd

-entered notes—uncheck Show System Notes .

To enter a new use . r note—type text under Notes to be added• If satisfied, select Save . • To start over, select Reset .

System Notes are automatic logs of changes to customer/sites or campaigns. Each of these log entries includes the usern d date of each change, as ame, time, anwell as a detailed, comprehensive snapshot of all fields in the changed customer/site or campaign (including unchanged fields).

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ampaigns ampaigns and customer/sites form the basic information framework or “object model” of your business in the CallSource

h c-wide inclusive list of ad sources. It usually

ne number is connected to particular a campaign, ites, campaigns are flexible enough to represent

A complete advertising run for one apartment building lar car

wse, search, sele n ions

CCsystem.

Over time each customer/site will typically have many campaigns. Eacclosely related ads. It has a single advertising source selected from an account

ampaign represents a single ad or a series of

just one published phone number. Each routing with an ad-tracking phojust as each campaign belongs in turn to a customer/site. Like customer/smany different business situations:

• An entire run of TV commercials • A single sales offer •• A specific apartment for rent

• An auto dealer ad for a particu

Manage Campaign List Interactive list to bro

Version 3.7

ct a d perform operat oncampaigns.

You select which campaign fields to search in: • Any Campaign Field (default) to search in all fields • Campaign Name • Ad Source to search in only one field • Tracking Number • Target Number

Find campaigns where:

… contains Enter text or partial text to search for. Select Find to show a Manage Campaign List of matching campaigns. □ Show Inactive Campaigns: check this box to include inactive campaigns in search results All Campaigns —show all campaigns Recently Viewed —show recently viewed campaigns

Columns

For each campaign (or those matching your search) this list show all the essential campaign info: Campaign Name | Ad Source | Status | Start Date | End Date | Referral Date | Tracking # | Target # and # Status For campaigns without campaign name, the campaign name column will show the ad source. • To select a campaign—select a radio button at the left • To re-sort the list—select a column heading • To change from ascending to descending sort order—select the sort column heading again.

Once you select a Edit Campaign —view or change the campaign information and optional feature settings. campaign, you Add Routing —step-by-step process to add a routing for the campaign. may select an Edit Routing(s) —view tracking number & view or change target number, blocked area codes, allow-action— only area codes or prefixes, and any special routing.

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Campaign Statu

Version 3.7

s

d date to the rday ereferral, etarg u

ber is no ve campaigns report.

We recommend you e ision eduled reports (in Reporting)—such as the new t—t cam nding; otherwise a tracking number may expire

ishedThe campaign may ppear on reports or daily lEven if you are unsu , even a rough estima f your advertising camAdd Campaign when

calls. Optional CallSource and Edit Campaign. Changes to these settings affect this campaign only.

Gow

turner Care. At that time, you m nitial default for each feature should be on or off

in Add Campaign, whichever simplifies your workflow.

Every campaign has a Start Date, End Date, and Referral Date. Operationally, these dates are compared every night with the current calendar date (at midnight Pacific Time) to help determine the ongoing status of the campaign. While a campaign is active, from the start date to the end date, calls are directed and tracked according to any properly configured and connected routing on the campaign. The referral period extends from the en

refe ral date but not usually more than 30 in s (th default). While a campaign is

tracked calls are no longer routed to thet n mber. Instead the system plays a

referral message which says the numlonger active. Calls totals to inactican be tracked with Traffic Snapshot

us Edit Campaign (in P ing) or appropriate scho be advised when any paigns on the account are e

rovDID End Reporwhile still publ .

have an onal campaign name for use in the Provisioning applicatio s

opti n only; this name will not aead heets. re of the exact ad cost and cost basis (monthly or full campaign), we recommend you enter some figure

te. A ball-park figure is often enough for our call-tracking reports to give a clear picture of which opaigns are most effective. The values for ad cost and cost basis may be entered from the start in

n starts or added later in Edit Campaign. For best results, the value should be entered before the campaigreceiving

features can be turned on or off in Add Campaign

• Consumer • CallMeN

Before you canom

reeting • Whisper • CallReview • Voicemail • Employee Code • MailMaster • Auto Dealer Format ( ADF)

these features on for a campaign, they must first be enabled on the client account by CallSource Sales ay also wish to request whether the ior Cust

Status What this means

Pending The campaign has not started yet—its start, end, and referral dates are still in the future and can be changed in Edit Campaign.

Active The campaign has already started—its start date is past and cannot be changed, the end and referral dates are still in the future and can be changed in Edit Campaign. The campaign has not been cancelled or renewed.

ReferralThe campaign has ended but is still in referral—its start and end dates are past; its referral date is still in the future. Unlike most past dates, the end date for referral campaigns can be changed to sometime in the future in order to reinstate and extend the campaign. The campaign can also be renewed by clicking Renew in Edit Campaign.

EndedThe campaign has ended and its referral period is over—its start, end, and referral dates are all past. In order to preserve record database integrity, they cannot be changed. The campaign can no longer be automatically extended or renewed in Provisioning. To inquire about continuing availability of any tracking number connected with this campaign, please contact Customer Care.

Renewed The cam copy. paign has been renewed; this campaign is an older

Cancelled The ca paign. mp ign was cancelled after a user clicked a End Campaign in Edit Cam

Spotlight on Manage Campaign List—Campaign Status

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dy

ved (see Manage

• r the

Add Campaign Input and save information for a new campaign and save it.

Before you run Add Campaign— • The customer/site information should alrea

entered and saved (see Add Customer) • The ad source must already be sa

be

Ad Sources) To run Add Campaign— Run Manage Customer List. Select a customer. Neabottom of the screen, select Add Campaign .

-OR- On the Provisioning menu, under CAMPAIGNS: Select Add Campaign link (when active).

•

dit Campaign iew and change and existing campaign.

1 Run Manage Customer list. Select a customer/site. 2 Sel nag . Select a campaign.

EV

ect Ma e Campaign List

3 Se t Calect Edi mpaign . -OR-

• On t ovisEdit Campaign

Ad

he Pr ioning menu, under CAMPAIGNS: Select

link (when active).

Source Advertising Source for this campaign, a crucial piece of data for effective call tracking and reporting. Start Date Start dates and referral dates cannot be changed if they are in the past; this preserves database

integrity. A special case is the end date; during the referral period, this date is past but can still be changed to a future date in order to reinstate and extend a campaign.

End Date Referral Date

Campaign Nam led reports. If you do not enter a campaign name, Manage Campaign List will show the e Optional: Name of advertising campaign. This can be used in Provisioning but does not appear in online or scheducampaign by its ad source.

Ad Cost Total cost of the campaign, used by Reporting to determine cost per lead.

Ad Cost Basis paign Full Campaign—ad cost figure is based on the entire length of the camMonthly—ad cost figure is based on the monthly cost of the campaign

Features These optional features may be configured or switched on or off as provided in client contract. These features are discussed below.

ge Campaign List —Save this new campaign and go to Manage Campaign List. Save and ManaButtons available in Add Campaign: Save and Add Routing —Save this new campaign and go to Add Routing to add a tracking number.

Reset —Revert Add Campaign settings to initial campaign defaults. Buttons available in Edit Campaign for Active and Pending status campaigns:

Save Save and Manage Campaign List Save and Add Routing —Save any changes and continue. Save and Edit Routing —Save changes and edit this campaign’s routing, including advanced features. End Campaign/Delete —End campaign today; delete a campaign (only if Pending or with no routing) Renew Campaign —Create new Pending copy of this campaign View Original Campaign (renewals only) – View the campaign this one was copied from (no changes).

Buttons available in Edit Campaign for Renewed,

Since campaigns with Renewed, Ended, and Cancelled status cannot be modified further, a reduced set

End &cam g

of Edit Campaign buttons are available: Manage Campaign List , View Routing , and for renewed ed, Cancelled pai ns:

campai o Renewed am t n g or active copy of this campaign. gns nly, Edit C paign –Edit he ew pendin

Version 3.7

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clone or copy of an existing campaign for fu activated, the old campaign is de-activated and can no longer be modified.

Ad Cost for an active campaign & tracking number. This preserves e e availability of its tracking number. It may also be used to release number without ending the existing campaign and its associated

e end date) or in referral (before referral date). Once an active n the previous campaign may be modified.

n: 1 dit Campaign .

clone or copy of an existing campaign for future activation. If desired, make changes to the new copy before activated, the old campaign is de-activated and can no longer be modified.

Ad Cost for an active campaign & tracking number. This preserves e e availability of its tracking number. It may also be used to release number without ending the existing campaign and its associated

e end date) or in referral (before referral date). Once an active n the previous campaign may be modified.

n: 1 dit Campaign .

Renew Campaign Create a newRenew Campaign Create a new ture activation. If desired, make changes to the new copy before activation. When the new copy isactivation. When the new copy isRenew Campaign is a useful way to change Ad Source orth reporting history for the campaign and maintains thRenew Campaign is a useful way to change Ad Source orth reporting history for the campaign and maintains ththe current tracking number and acquire a new trackinginformation. the current tracking number and acquire a new trackinginformation.

Version 3.7

To renew a campaign, it must be either active (before thcampaign is renewed, no features oTo renew a campaign, it must be either active (before thcampaign is renewed, no features o

To renew a campaigTo renew a campaigSelect from Manage Campaign List. Click ESelect from Manage Campaign List. Click E

2 Change the end date to the last effective date for this Ad source, Ad Cost or Tracking number. me campaign is still selected and click Edit Campaign again. 3 Click Save and Manage Campaign List . See that the sa

4 Click Renew . Click OK to confirm. The old campaign’s status will change to Renewed. A new campaign will be created with Pending By d status.

Ad Souesign, the old campaign cannot be edited further; this preserves call and feature history. If you

d erase accumulated Reporting data for this campaign. 5 Date, Ad Source, Ad Cost or Tracking Number) to the new,

g it and prior to the new start date. ple deta

with the s

Feat an

eatures on oit C ndum are ion

hig may be streamlined by nit

onl

changed rce, Ad Cost, or Tracking Number it woulUse Edit Campaign to make any needed changes (to StartPending campaign before activatinHere is a samcampaigns

il of Manage Campaign List after renewing the Spring Fling campaign. Notice we now have two ame name: the old one has Renewed status, and the new copy has Pending status.

ManagingUse Add Campaign

ures and Options d Edit Campaign to manage system features and options for this campaign.

r off in Add Campaign or Edit Campaign applies only to this campaign. To make a global change for all Turning fcampaigns, use Edavailable for selectFor clients with a

ampaign on each campaign individually. Only features included in the client contract or adde in Add/Edit Campaign. Other features are unavailable and appear grayed out.

h volume of new campaigns such as publishers, Add Campaign workflowchanging specific iCampaign settings

ial feature defaults to on or off. Please contact Customer Care. Such changes affect initial Add y.

Consumer Greeting or Whisper

Turn Consumer gn and select audio filenames. For Greeting or Whisper on or off for this campaiWhisper Location, we recommend you always select Start of Call.

CallReview Turn CallReview on or off for this campaign. Voicemail Turn Voicemail on or off for this campaign. Call Employee Code Turn Call Employee Code feature on or off for this campaign. MailMaster Turn MailMaster on or off for this campaign. ADF Auto Dealer Format – Turn ADF on or off for this campaign by email or HTTP post. Add &

manage email recipients of ADF XML data.

Don’t lose valuable call history. Once a campaign has started, do not use Edit Campaign to change the Ad Source or Ad Cost directly. This will erase any call-tracking history under the current settings. Instead, to safely change Ad Source, Ad Cost, or Ad Cost Basis, use Renew Campaign to make a new copy of the campaign. Set the end date of the old campaign to the last day the previous settings will be valid, and remember to update the new campaign with any desired changes in Ad Source, Ad Cost, or Ad Cost Basis, preferably before changing it from pending to active status.

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– New! ear a custom recording at the beginning of

or e can record a customized greeting for you. Just as for whisper files, if you provide an audio file to

t calls may be recorded. Please note that CallSource handles the greeting and legal disclaimer

greeting and legal disclaimer will not be king voice.

an bit

Invest careful t ponse features such

Consciously or pany. This is true whether th n they are calling in respo

r a company logo, CallSource recommends you put careful thought into plementation of

andling your company’s

ut ucing whisper files for the first time, however, you may discover that your company reps need

h en ca

ain a irst, and it takes training and get it right.

a scheduled reports to monitor how ok for any significant changes in abandoned call

ntages.

Consumer Greeting Callers to this campaign heach call. This added sound print can help strengthen your brand.

In Add Campaign and Edit Campaign, you can turn Consumer Greeting on or off for a single campaign. You may also select from available greeting files. You may provide CallSource Customer Care with the audio files for the consumer greeting File drop-down selection box,Customer CarCallSource Customer Care, it should be in .WAV format, 16 bit mono unsigned 8000 Hz PCM. See CallSource Quick Reference to learn more about this feature. Customers may provide greeting or whisper files in .WAV format, 16 bit mono unsigned 8000 Hz PCM. For assistance uploading these files to the system, please contact Customer Care. If both Consumer Greeting and CallReview features are active on a campaign, the greeting is played right before the legal disclaimer, which states thadifferently. The disclaimer must satisfy precise legal requirements, and as a result the same recording (in English or Spanish) is used for all our customers. Due to these considerations, the custom delivered in the same spea

Whisper Greeting Turn Whisper Greeting on or off for a single campaign and select a whisper file. For location, we recommend you always choose start of call.

When callers ring on this campaign, whoever answers at your office hears a whisper greeting file you select. This can help company reps tailor their responses to particular campaigns. The caller does not hear the whisper greeting. Audio files (displayed and selected in the Whisper > File drop-down) can be supplied by our client, or Customer Care crecord a Whisper file for you. If you provide an audio file to CallSource Customer Care, it should be in .WAV format, 16 mono unsigned 8000 Hz PCM.

Tips on Greetings and Whispers hought when designing business procedures for handling calls, especially when using system res

as greetings and whispers.

not, your potential consumers are evaluating every moment of their interaction with your come contact is in print, on the phone, or in person. It is doubly true during their first contact, whense to an advertisement.

Just as you take care when designing ad copy oeach moment of your consumers’ experience on the phone. This translates into careful design and imconsumer greetings or whisper files. It also requires effective training of the people who will be hincoming calls. When designing and reviewing call handling procedures, pay special attention to any potential silences, gaps, or other miscues which might influence your callers to hang up before the call is completed. This applies to both system and human factors. When callers hear silence or other deviations from what they expect, there is a greater chance they will hang up. Take whisper files for example. Used properly, they are a powerful tool and they can give your reps vital information aboincoming calls. When introdsome practice before twe answer a call. For

ey are comfortable saying “hello” twice. Here is how it works. We all instinctively say “hello” whlls with a whisper message, company representatives also need to wait for the end of the whisper

s counterintuitive at fand say “hello” ag

s soon as the caller comes on the line. This feelpractice toBesides proper design

s to call hannd forethought, we also recommend you consider using online or

any change dling procedures affect your real-life callers. Loperce

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lls

mpany phone is busy • After normal business hours • W there is no answer

, mail greetings

paign and choose English or Spanish

lls. Only calls to your tracking numbers

essage can be stated in English or Spanish. ot be customized like the consumer-side

Access to CallReview and Voicemail Call Recordings corded in a dedicated voice mailbox—a separate mailbox for each tracking number.

e-Voicemails may also be retrieved by links in notification emails or ADF

definitely. Up to 30 recordings per voice mailbox may be saved in this fashion. end ited

n

s-

er this information is available, it is provided in Names and Addresses report and via a link in Call

ne companies and regulations determine the availability of caller names and addresses. Name and address lookup may not be possible when callers have requested an unlisted phone number or when they have made other special privacy arrangements. MailMaster averages 40% to 50% success across the US; however this rate varies widely by locality.

Voicemail Turn voicemail on or off for this campaign and set the number of rings.

The voicemail system is a fully integrated part of the CallSource call-tracking and reporting system. It can be configured to record incoming cawhenever employees cannot answer calls directly: • When the co

henSince voicemail calls are tracked, MailMaster can attempt to cross-reference phone numbers with names, addresses, and US census demographics. Make sure to personalize the greeting; Customer Care can help record the initial greeting. If voicemail is not enabled, unanswered calls will ring busy after approximately 12.5 rings (75 seconds). To accurately track and report voicemail calls, remember to deactivate any non-CallSource voicemail or call forwarding. If this is not possibleadjust the number of rings so that CallSource voicemail answers first. Otherwise problems may arise: voicemay both play at once; calls may be mistakenly tracked as Connected instead of No Answer; and these calls may be inadvertently recorded by CallReview.

CallReview Turn CallReview on or off for this camfor the legal disclaimer. CallReview recordings allow sales professionals to hear themselves as the next meeting with that client. CallReview can record all tracked, connected caare recorded, not calls to your regular number.

prospective customers hear them, or help prepare for

Callers hear a polite message notifying them that the call is recorded. This mBecause the CallReview disclaimer must satisfy legal requirements, it canngreeting, and it will not be delivered in the same speaking voice. After the caller hangs up, a spoken prompt gives an index number for this call, followed by the caller’s phone number, where available. For easy reference and message retrieval, record these numbers in a call log.

Messages are tracked, numbered, and reYou can see call data or listen to call recordings on the Call Details report, or recordings may be retrieved via the phonbased Message Retrieval System (MRS). transmissions, which may be sent for busy or no answer calls. Call recordings may be emailed, saved, or deleted in the Options Report, accessible from Call Details. Once saved, recordings may be retained in the system inOtherwise call recordings are retained in the system for 30 days before they are automatically discarded. You may also scall recordings (CallShare) to 1–5 email recipients as audio file attachments in .asf format. This permits saving an unlimnumber of call recordings by emailing them. These files may be burned to CD using Windows Media Player or other multimedia software. Call recordings are stored securely and access is password protected. Provisioning users with administrator privileges cause Edit Permissions to control Reporting or MRS user access to call recordings on their client account. This way companies can differentiate between regular call reviewers and managers or team leaders.

MailMaster Turn MailMaster on or off for this campaign.

MailMaster attempts to match incoming phone numbers with accurate, detailed name and address information. It also crosreferences postal codes with US census data. This gives valuable insight about whether your advertising is reaching its target audience. WhenevDetails. See CallTrackSM Reporting User Guide. MailMaster data is also included in Daily Lead Sheets and ADF transmissions. Local telepho

Version 3.7

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Button – New!

utton to

paign, go to CallMeNow s io porti w

CallMeNowTurn CallMeNow on or off for this campaign. Generate HTML code for aCallMeNow button graphic. Your potential consumers can click this brequest a call from your company.

To begin implementing a CallMeNow button for a camect n of Edit Campaign. For clearest re ng, e recommend that each

CallMeNow button be associated with a campaign. Click Generate to open a special wizard which generates HTML code. You can cut and paste this code into Notepad or any other HTML editor. When you publish this code in your HTML website or email, our servers will provide the system support to originate a phone call between the routing target number and the phone number entered by whoever clicks the button. CallMeNow is integrated with our other call tracking and reporting features, so

y a CallMeNow button are tracked and reported in the systemign and customer/site. If CallMeNow is not included in the client

nd rayed out in Edit Campaign.

calls generated bwith this campa

contract or this campaign does not yet have a routing, the CallMeNow section a Generate button appear gNew!—CallMeNow request forms and status windows can be branded and used for ad banner placement. Use Edit Campaign to enter or edit the appropriate URLs. The graphical files are hosted by your website development company. Thfields allow you to enter the location of the files

e to be referenced so that they will display within the CallMeNow popup

to paign. For instance, an auto dealer might have one button

ou. he

n choose appropriate lues of some built-in attributes can be read aloud through

ith

-in offer.

ings, below. 1 w Button wizard.

forms that are viewed by your potential customers. Please contact Customer Care if you need more information. Buttons can also have additional attributes which are also recorded and tracked in the system. You can use attributesdistinguish between different buttons on the same advertising camfor trucks and another for cars, both published on the same web page. Attribute names and values are left entirely up to yWe recommend choosing attributes which help to identify prospective buyer needs based on the advertising context of tbutton. It can be helpful to standardize across your business on a few essential attribute names. Theattribute values to identify each new CallMeNow button. The vatext-to-speech, so that they are heard by employees handing incoming call requests. For more information please request CallMeNow Implementation Guide or contact Customer Care. Here are examples of possible attributes. • Auto dealers can use make, model, year, and body style. W

Auto Dealer Format (ADF) XML, this information can be sent at the start of the call via email or HTTP post for integration with CRM applications.

• Apartment brokers or managers might use the number of bedrooms and bathrooms or create a special button for a limited-time move

• Publishers can use ad dimensions, frequency, or run length. Here is how to begin implementing a CallMeNow button from Edit Campaign. Before you begin, the campaign must already have a

Version 3.7

routing. See RoutClick Generate . This opens Generate CallMeNoEnter any desired button attributes. You can type attribute names directly or click one of the recommended attribute values. For each attribute name and value you enter, click Add/Update . Each added attribute is shown in the summary box. When finished adding tributes, click Download to display HTML

2

3 atcode. This opens a new window with instructions and two versions of HTML code to implement your CallMeNow button.

page 17 of 38

cript or regular HTML code, click

cript or regular HTML code, click in the window, and press Ctrl-C to

Download CallMeNow JavaSDownload CallMeNow JavaSHere is sample output from the CallMeNow Download button. To copy thisHere is sample output from the CallMeNow Download button. To copy this in the window, and press Ctrl-C to copy to the clipboard. You can use Ctrtl-V to paste this code from the clipboard ieditor.

nto Notepad or any other text or HTML

Your CallMeNow Button This document contains instructions and HTML code to implement your CallMeNow button. Please save or bookmark it for reference. Note that if you bookmark this document, you will need to be logged in to access it. Below is a summary of your CallMeNow button settings.

CallMeNow Summary Tracking Number = (877) 555-0042

CallMeNow Button Attributes

year=2009 make=[auto make] model=Preferra There are two versions of the code needed to implement your CallMeNow button. The first is JavaScript enabled and is intended for use on interactive web pages. The second is an HTML hyperlink which is intended for use in non-interactive environments or where JavaScript is known not to be available: for example putting a CallMeNow Button in an e-mail message.

Use the following for interactive web pages. <!-- Beginning of CallMeNow Button Code --><script type='text/javascript'> function CallMeNowOpenSizedWindow() { var w=window.open('','callmenow','height=550,width=435,titlebar=no,statusbar=no,resizable=no,scrollbars=no'); w.focus();}</script> <A HREF='http://qarouting01.callsource.com/callmenow/cr?AC=1016857&BK=cs&CU=1016858&CA=21905&D=8772280042&Pyear=2009&Pmake=%5Bauto%20make%5D&Pmodel=Preferra' target='callmenow' onclick='CallMeNowOpenSizedWindow()' ><img src='http://qaapricot01.callsource.com/prov/images/cs/logo_callmenow.gif' border='0'></a> <!-- End of CallMeNow Button Code -->

Use the following for e-mails or other uses where JavaScript is not available. <!-- Beginning of CallMeNow Button Code --> <A H 016857&BK=cs&CU=1016858&CA=21905&D=8772280042&Pyear=20REF='http://qarouting01.callsource.com/callmenow/cr?AC=109&Pmake=%5Bauto%20make%5D&Pmodel=Preferra'> <img lmenow.gif' border='0'> src='http://qaapricot01.callsource.com/prov/images/cs/logo_cal</a> <!-- End of CallMeNow Button Code -->

Call Employee Code In Add Campaign or Edit campaign, you can turn Call Employee Code

nter your Employee Code followed by ed in the system; if no code is entered, none is recorded.

llTrackSM Reporting provides a tool to manage the list of odes. Employee code names or numbers are included in Call Details and

ee Code feature requires a modest amount of training and practice to use productively. Reports will contain accurate d maintained. Missing employee codes can be added later

itted to add a missing Employee Code; limited Reporting ready saved with a call record, a Reporting user must have full

reporting permission.

on or off for this campaign. After callers hang up, a voice prompt for this feature tells the call rthe pound sign.” Numbers entered on the phone keypad are savEach code number may be associated with an employee name. Caemployee codes and names: Manage Employee C

ecipient, “Please e

Call Summary by Employee Code. Employemployee codes only if these numbers are consistently entered anin Call Details. Any Reporting user on the client account is permpermission is sufficient. To change an employee code al

Version 3.7

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on beginning of call, end of call, or both (new!), and manage the recipient list for ADF emails.

ion of advertising and call tracking data with

tion, the URL of they can enter it

r HTTP and secure HTTPS protocols are

ansmitted at the beginning or end of each call, or—new!—at both the beginning AND end.

application and any other desired ADF are entered one per line without

semicolons or commas. ADF settings apply to this campaign only. h transfer of information, please give your CRM application provider the following technical

ink to a audio file with a CDATA delimiter. rce system for 30 days; the link in the comments section will only be

XML emails. , a format

designed for data interchange and software ata in friendly, readable

red format. This change

gn options, changes made here to ADF settings apply to this campaign only.

Auto Dealer Format (ADF) Manage ADF settings for this campaign. Turn ADF XML email and/or HTTP posts on or off. For each, select transmissitime at

ADF feature supports integratauto dealer CRM applications in industry standard ADF XML format. CRM applications can receive this data via dedicated email address or via HTTP post to a prearranged URL, or both. To set up the HTTP opthe CRM software should be provided to Customer Care sointo the system. Both regulasupported. You may configure ADF data to be tr

Enter the email address of the CRM XML recipients. Multiple addresses

Like other features, To help insure smootinformation: • CallSource sends additional information in the comments section of the ADF XML email or HTTP post.

o Call duration o L C llReview

• CallSource sends this information in standard XML• CallReview recordings are retained in the CallSou

valid for this time.

Formatted Emails for Every Call Use the ADF feature to manage settings for reader-friendly, once-per-call transmission of call-tracking

manage ADF data. Turn these emails on or off andthe recipient list.

The ADF feature can support formatted, reader-friendly emails. An email is sent for every tracked call displaying the same information contained in ADF By default ADF data is sent in XML

integration. To present this dformat, ask Customer Care to change the ADF feature from XML to the desiis made at the client account level, affecting all customer/sites and campaigns on the account. Once this change is made, you can use the ADF feature of Add Campaign or Edit Campaign to manage these once-per-call emails for each campaign, just as for ADF XML. • Select beginning or end of call. • Manage the list of email recipients. Multiple

addresses are entered one per line without semicolons or commas.

Like other campai•

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• here people may call you from.

• swer and busy calls to voicemail. You can use epresentative for additional information.

• hone number in a regional or national ad. Geo-ng their area code, prefix, region or state. You can

ith one ad copy without wasting valuable ad space on lists of phone numbers. Provisioning

• ating its campaign. The tracking number is still allocated and

Reporting provides a range of tools to track incoming calls are also ferent

irements. We will show you the steps to provision each type of routing. utings

1 t

Routings To be fully functional, each campaign will have an assigned routing which dictates how calls to the tracking number are directed. Typically incoming calls are routed to the target number, usually the phone number of the company office, switchboard, answering service, or sales department. Routings may be tailored to block calls from particular area codes or area-codefrom particular area codes or geographic regions. This lets you control wBesides routing directly to a target number, you may choose to route no-antime-of-day or overflow routing to connect to a call center. Ask your Sales RNew Geo-Routing – you can publish a single toll-free, vanity or repeater prouting instantly directs each inbound call to the target number serviserve your entire market w

-prefix combinations, or to allow only calls

clients are given exclusive access to numbers used in any geo-routing. You can temporarily disconnect a routing without terminbillable, but calls are temporarily not connected.

Tracking Numbers With a different phone number for each routing, our CallTrackSM

by ad campaign. You can see at a glance how your advertising and sales efforts are performing. (Tracking numberscalled Direct Inward Dial or DID numbers.) CallSource offers different types of tracking numbers, with slightly difworkflow requ

• Toll-free routings • Local routings • Vanity and Repeater numbers • Geo-Ro

Adding a Toll-Free Routing Go o Manage Campaign List, and click Add Routing .

2 If ne nt Target Number (initially the default rget). If the target number is not yet available, clear the

Target Number and click the check box. Remember to use Edit ing numbers without

3 om

s case, select hub 800-prefix toll-free. This option is available only if prearranged with CallSource Sales or

4 me Zone.

eded, enter a differeta

Routing later to enter the target number. Tracktarget numbers will not route correctly. Select Number Type –Toll-Free. The hub usually does not need to be changed. One c877, or 888. In thi

mon exception is when selecting an 800 number rather than 866,

Customer Care. Click Next >> . Choose the appropriate Reporting TiInaccurate time zones affect reporting. If you selecother than the target

t a time zone number time zone, later use Manage Customer

5 mplete. 6 utton to

Notes to annotate why. Select a Tracking Number. Your Add Routing entries are coIf you are satisfied with the entries, select a Save… bprocess your order into the system database. Select theaction— << Previous —Go to previous screen to view or chan

desired

ge prior selections. Save Routing —Process routing order and save to the system database. Run Edit Routings to add more options. Save and Manage Campaign List —Process routing order and save to the system database. Run Manage Campaign List. Cancel —Abandon Add Routing; no save. Configure Call Center Routing >> —If the contract allows, configure time-of-day and overflow routing. W en you save the routing, system-genh erated notes will be entered for this customer/site. See Manage Customer Notes.

C llSource recommends you do not Save and Ada d Another Routing . A campaign with more than routing creates mi Instead, use Add Campaign to create a new campaign, and add a routing sleading reports as well as other problems. to this new campaign.

Version 3.7

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Local Tracking Numbers ng numbers, callers can dial a familiar area code instead of a toll-free area code. Clients may provision

.

,

1 st, and click . If you are

With local trackilocal tracking numbers by contract arrangement.

Notes on local number availability, billing, and dialing CallSource cannot guarantee to provide a tracking num• ber with any particular NPA/NXX area code and prefix exchange (phone numbers are NPA-NXX-XXXX). Prefix allotments are by carrier, and we may use a different carrier than our clientsLocal tracking numbers may offer the benefit of familiarity or prestige of local area codes. This does not gua• rantee that these calls are free of charges throughout the area code, advertising area or calling area. Billing of free local calls versus zone, metro, or local toll calls is determined by local phone carriers. Our clients are responsible to determine whether zonemetro, or local toll charges may apply between particular exchange prefixes or area codes. • In some areas, callers must dial the area code even when calling a local number within the same area code. This is

determined by local phone carriers and is not under CallSource control. • Due to caller ID blocking, toll-free numbers will return a higher MailMaster look-up rate in some areas than local

numbers.

Adding a Local Routing Go to Manage Campaign Li Add Routing already working with a campaign in Add Campaign, Edit Campaign, or Edit Routing, you can also click Save and Add Routing or Add Routing command on the left menu.

2 If ne e m defaultarget). If the target number is not yet available, clear the

x. Please remember to use le;

ld

ed d, enter a different Target Nu ber (initially the t

Target Number box and click the check boEdit Routing to enter a target number when it becomes availabotherwise calls cannot be connected.

3 Select Number Type—Local. Enter the Area Code where you woulike your new local tracking number to be issued. Click Next >> . Select a Rate Center near the desired calling area. Click Next >> . The rate center is typically the local phone carrier’s maiFor example, our local number

n office.

rare cases, a nearby rate center may not be

4 elect a time zone other than the target

5 ampaign, Edit Routing cannot change the tracking number. u must end the campaign; add a new one, and add a new routing.

6 selections, select a Save… button to process

is 818-673-4700. To request a local tracking number near us, the Rate Center list shows Agoura, Calabasas, Sherman Oaks, Reseda and Topanga. We pick Agoura, the city next door. Inavailable at this Add Routing step. If this should occur, pleasealert Customer Care for assistance. Choose the appropriate Reporting Time Zone. Inaccurate time zones affect reporting. If you snumber time zone, use Manage Customer Notes later to annotate why. Select a Tracking Number. Once you save a routing for an active cInstead yoYour Add Routing entries are now complete. If you are satisfied with your your order into the system database. Select the desired action—

<< Previous —Go back to prior Add Routing selections. Save Routing —Save & run Edit Routings to add more options. Save and Manage Campaign List Cancel —Abandon Add Routing; no save.

Configure Call Center Routing >> —If client contract allows, configure time-of-day and overflow routing. When you save the routing, system-generated notes will be entered for this customer/site. See Manage Customer Notes.

CallSource recommends you do not Save and Add Another Routing . A campaign with more than routing creates misleading reports as well as other problems. Instead, use Add Campaign to create a new campaign, and add a routing to this new campaign.

Version 3.7

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Vanity and Repeater Num

Version 3.7

bers

(877) 777-8888.

fn

• a self-provisioned CallSource client has a contract for a Vanity or Repeater number in any market, they will have exclusive use of that number. No other client will share th

1 f you are

• Vanity tracking numbers (like vanity plates) are specially chosen to spell out a word or phrase, like (866) CAR4YOU,(888) APRTMNT, or (TOO) MUCH-FUN.

• Repeater numbers have memorable digits like (866) 866-8686 orThese phone numbers can give your business special visibility over one or more area codes, regions, or entire states. Like other CallSource tracking numbers, calls to these numbers are routed to a target phone number, typically your company’s place of business. Call information and recordings (CallReview or Voicemail) are maintained in your account on the CallTrackSM system, where they are made available through CallTrackSM Reporting, Daily Lead Sheets, and other tools. Before you can Add Routing for a Vanity or Repeater number, or any number with a Geo-Routings, the phone number must already be ordered and geographically allocated to the client company for the desired area codes, regions, or states. (This is dif erent than regular toll-free or local tracking numbers, which can be allocated and selected on the fly.) For more details, co tact CallSource Customer Care or a Sales Representative. • Please note, CallSource does not guarantee the availability of any particular phone number.

Whenever e same phone number, even in other markets.

Adding a Vanity or Repeater Routing Go to Manage Campaign List and click Add Routing . Ialready working with a campaign in Add Camor Edit Routing, you can also select

paign, Edit Campaign, Save and Add Routing , or Add

Routing on the left menu.

without a target number will not route correctly. 3 xt >> .

2 If needed, enter a different Target Number (initially the defaulttarget). If the target number is not yet available, clear Target Number box and click the check box. Use Edit Routing to enter the target number when it is available. Tracking numbers Select Number Type > Vanity. Click Ne

4 Choose the appropriate Reporting Time Zone. Note: inaccurate time zones affect reporting. If you select a time zone other than the target number time zone, use Manage Customer Notes later to annotate why.

5

6

n California, then type 323 and 310 in the Area Code US Region > Southern California.

7 ng entries are complete. If you are satisfied with your entries, select a Save… button to process your order

Enter the vanity tracking number (pre-ordered and allocated for the desired area codes, regions, or states). In Region, select the coverage for this routing: entire states, US regions, or area codes (typed in, one per line). Any state, region, or area code entered here must be confirmed in the contract for this client account. No selection should be made in the State or US Region columns unless tinstance, if you need to cover only 323 and 310 area codes in southercolumn. That is all. Do not also select Region > State > California orYour Add Routi

he routing covers the entire state or region. For

into the system database. Select the desired action— << Previous —View or change prior Add Routing selections. Save Routing —Save & display Edit Routings. Save and Manage Campaign List —Save and run interactive list to view & select this customer/site’s campaigns. Cancel —Abandon Add Routing; no save. Configure Call Center Routing >> —If the client contract allows, configure time-of-day and overflow routing. W hen you save the -generated routing, system notes will be entered fo ustomer Notesr this customer/site. See Manage C .

CallSource recommends you do not Save and Add Another Routing . A campaign with more than routing creates misleading reports as well as other problems. Instead, use Add Campaign to create a new campaign (copying the ad source and other information from th rout he new campaigis campaign). Then add a new ing to t n.

GWith Geo-Routing, you can publish a single tracking number for several different company locations or target numbers. Calls to the Geo-Routing number are directed to the appropriate target based on the caller’s area code, region, or state. The

eo-Routings—now supporting automated routing to nearest location!

page 22 of 38

Vanity number, Repeater number, or any other available telephone number.

• new option!—Geo-Routings may now be configured to direct calls ount, the option can simply be

ge

gia, Arkansas, and Texas wll

Call ida, Georgia, Arkansas, and Texas.

utm the provisioned Lube Company locations and from the

Source Customer Care. Provisioning users authorized by our eo-Routings, described below.

e, and will be

lable for Add Routing and Repeater tracking numbers. It differs from simple requested, selected, and configured on the fly in a single r for any other inquiries about Geo-Routing, please contact

are or a Sales Representative. n for each additional target number. Each of these copies will

nsure call data is tracked correctly, all other information should be the same, Angeles, Topeka, Phoenix, and Miami—is being set up for

paigns with the same Ad Source and other information. The should be number in each routing.

1

tracking number for a Geo-Routing can be a(CallSource cannot guarantee the availability of any particular number.)

Automatic Geo-Routing to nearest location—automatically to the location nearest the caller. When this feature is added to the accactivated by selection the option in Add Routing.

• Alternatively, each number on the Geo-Routing target list may be configured manually to cover a particular caller region. In the past, this was how all Geo-Routings were set up.

• Calls outside the contract area are routed to a default target number. If no default target is present, a standard messastates the CallSource number is not in service.

Here is a sample business scenario. Lube Company, an oil-change operation in the southeastern United States, has 52 locations spread across Florida, Georgia, Arkansas, and Texas. They order a vanity number from CallSource, 888-LLL-LUBE. They also order Geo-Routing to direct each incoming call to the nearest Lube Company location, i.e., to

e tth arget number nearest the caller. Calls from outside Lube Company’s market of Florida, Georor ithout Automatic Number Identification (AIN) data will be routed to a default target or will hear a message stating this Ca Source number is not in service.

Source provisions 52 campaigns—one for each target location (ten in Miami alone!). Lube Company publishes888-LLL-LUBE in direct mailers throughout FlorA caller in Miami (305-555-1234) calls 888-LLL-LUBE, and is rolocation, that is, the location at the smallest distance calculated frocaller’s NPA-NXX.

Setting up a Geo-Rout

ed automatically to the nearest Lube Company

ing Configuring and maintaining Geo-Routings is handled by Callclients or partners may use Edit routing to view their existing GPreliminary Step 1—Confirm availability of the desired tracking number with CallSource Sales or Customer Car

otal geographic coverage. Once the order is confirmed, the number place an order for this number, specifying its tplaced in the appropriate Hub, where it is avai in CallTrackSM Provisioning. This preliminary step is similar to the preliminaries for Vanityroutings with toll-free or local tracking numbers, which can beCallTrackSM session. To ask about phone number availability oCallSource Customer CPreliminary Step 2—Create an additional copy of the campaighave a different Routing target number, but to eespecially Ad Source (or any customer-defined drop-downs). For instance, say a Geo-Routing between four locations—Losthe first time. Then Add Campaign is used to create four camonly difference in each campaign the target

Setting up a Geo-Routing Location with Add Routing Once campaigns are created for each Geo-Routing target location, a routing with Number Type > Geo-Routing is added to each campaign. This procedure is then repeated for each target location. To open Add Routing, go to Manage Campaign List and click Add Routing . If you are already working with the desired campaign in Add Campaign, Edit Campaign, or Edit Routing, you can just select Save and Add Routing , or Add Routing on the left menu.

2

aa

3 F

In Target Number, enter the phone number for this Geo-Routing location (replacing the default target shown). If the target number is not yet available, clear Target Number box nd click the check box. Use Edit Routing to enter the target number later, when it is vailable. Tracking numbers without a target number will not route correctly. or Number Type, select Geo-Routing. Click Next >> to go to the next Add Routing

screen. 4

, Choose the appropriate Reporting Time Zone. Inaccurate time zones can affect the accuracy of reports. If you select a time zone other than the target number time zoneuse Manage Customer Notes later to annotate why.

Version 3.7

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7

ocess your order

Enter the tracking number for this Geo-Routing. This is the same number for Enter the tracking number for this Geo-Routing. This is the same number for each location in this Geo-Routing. (As de ribed above, the tracking numbers

ld already be ordered and confirmed

each location in this Geo-Routing. (As de ribed above, the tracking numbers

ld already be ordered and confirmed for ll covered area codes, entire regions, an /or entire states.) for ll covered area codes, entire regions, an /or entire states.) In egion, select only entire states, entire

S regions, or enter area codes covered In egion, select only entire states, entire

S regions, or enter area codes covered by this Geo-Routing location, i.e., select California only if this Geo-Routing location is intended to cover the entire state. Any state, US region, or area code must be within the total contract coverage for this Geo-Routing. Make an entry or selection in at least one of the

by this Geo-Routing location, i.e., select California only if this Geo-Routing location is intended to cover the entire state. Any state, US region, or area code must be within the total contract coverage for this Geo-Routing. Make an entry or selection in at least one of these columns. Your Add Routing entries for this Geo-

se columns. Your Add Routing entries for this Geo-Routing location are complete. If you are satisfied with your entries, select a Save… button to pr

Routing location are complete. If you are satisfied with your entries, select a Save… button to printo the system database. Select

—View or change the desired action—

<< Previous prior Add Routing selections. Save Routing —Save & display Edit Routings. Save and Manage Campaign List —Save and run interactive list to view & select this customer/site’s campaigns. Cancel —Abandon Add Routing; no save. Configure Call Center Routing >> —If the client contract allows, configure time-of-day and overflow routing. When you save the routing, system-generated notes will be entered for this customer/site. See Manage Customer Notes.

CallSource recommends you do not Save and Add Another Routing . Campaigns with more than one routing create misleading reports and other problems. Instead, to add another location for this Geo-Routing, use Add Campaign to create a new campaign, and then add a new routing to it.

Version 3.7

page 24 of 38

options.

e zone. umbers.

des.

erent number in Target box. Select time zone. Click Change Target .

options.

e zone. umbers.

des.

erent number in Target box. Select time zone. Click Change Target .

Edit Routing Manage routings and advanced routing• Release tracking number (only if never activated) • View or change target number and tim• Block calls from area codes or phone n• Allow only calls

Edit Routing Manage routings and advanced routing• Release tracking number (only if never activated) • View or change target number and tim• Block calls from area codes or phone n• Allow only calls from certain area co• Temporarily disconnect the routing. To change the target number—type a diff

from certain area co• Temporarily disconnect the routing. To change the target number—type a diff To manage the list of allowed area codes and blocked calls—go to that column and click Edit .

Tracking Number Cannot be edited. To make changes while campaign is still pending, Release this routing and add a new one. If the campaign has ever been active, end this campaign and add a new one with a different tracking number.

Number Ty

Version 3.7

pe TollFree, Local, or Vanity. Target Number & Time Zone

For reporting purposes. Select Time Zone correctly so reporting is accurate. Click Change Target to save any changes.

Allow area codes and block calls

Block area codes, prefixes, or phone numbers from calling the tracking number; allow only certain area codes to call this tracking number. Click Edit to make changes to these lists of numbers.

Status end date – used primar

Connected means number has not been temporarily disconnected in Edit Routing orary disconnection of a number without having to change an

ily for accounting purposes. CallSource will continue to bill appropriately d, change

opriately, do not use Disconnect to end a campaign.

Disconnected/Disconnect allows temp

for Disconnected numbers until the End Date. If the Tracking Number should be cancellethe End Date appr

Manage Campaign List Go back to the interactive list of all campaigns for this customer/site. Add New Routing Not recommended—multiple routings can cause reporting problems.

S th a pecial Routing Special routin rflow routings which can support coordinationcall center, for example. See Advanced Provisioning User Guide.

gs include time of day and ove wi

L odes Manage lists of specially allowed or blocked numbers for a routing.

To add, type a number and click Save .

ists of Blocked Numbers and Allowed Area C

If you type a number and click Edit Routing(s) without saving it first, the number will not be saved. To delete a number, click Delete . In the example at right, calls are allowed only from area codes 310, 818, and 323. Within those area codes, any calls from numbers starting with (310) 555-XXXX or (323) 555-XXXX will be blocked. Once you have saved any changes, click Edit Routing(s) . Allowed and blocked numbers you saved will be displayed in Edit Routing.

page 25 of 38

enhn e time of day, number of rings (Overflow), or both.

e-of-day (TOD) and overflow routing. These can help your company n andlers are unavailable. TOD and Overflow routing are designed to

it lls to a single number have more than one possible routing outcome. To track is, the Call Details report will show the usual code letters fo tcomes: C for connected calls; B or N for busy or no-

er Routing: for time of day, O for overflow, or TO for time-of-day overflow routings.

icemail—are turned on for at campaign.

1 t time f target. After a set number of rin rflow target, if any.

2 tin target. of rin

3 teget

nter Rou

…to a new routing Ad

R

enhanced n e time of day, number of rings (Overflow), or both.

e-of-day (TOD) and overflow routing. These can help your company n andlers are unavailable. TOD and Overflow routing are designed to

it lls to a single number have more than one possible routing outcome. To track is, the Call Details report will show the usual code letters fo tcomes: C for connected calls; B or N for busy or no-

er Routing: for time of day, O for overflow, or TO for time-of-day overflow routings.

icemail—are turned on for at campaign.

1 t time f target. After a set number of rin rflow target, if any.

2 tin target. of rin

3 teget

nter Rou

…to a new routing Ad

R

Call Center Routing – recently Call Center Routing – recently anced Se d calls to supplementary target numbers based on thSe d calls to supplementary target numbers based on thCall center routing has two ways to handle calls: timCall center routing has two ways to handle calls: timha dle incoming calls even when your first-line call hha dle incoming calls even when your first-line call hwork hand in hand with CallSource Voicemail.work hand in hand with CallSource Voicemail.W h time-of-day and overflow routing, caW h time-of-day and overflow routing, cathth r call ouanswer (these will reach Voicemail, if activated). In addition, special codes will flag calls handled by Call Cent

r call ouanswer (these will reach Voicemail, if activated). In addition, special codes will flag calls handled by Call CentTTHthHth

ere is the routing flow for an incoming tracked call when call center routing—and optionally voere is the routing flow for an incoming tracked call when call center routing—and optionally vo

Check the currenCheck the curren or this call against time-of-day routings to see if a time-of-day routing applies. If so, ring its gs, ring the time-of-day oveor this call against time-of-day routings to see if a time-of-day routing applies. If so, ring its gs, ring the time-of-day ove

If no time-of-day rouIf no time-of-day rou g applies, ring the default g applies, ring the default After a set numberAfter a set number gs, ring the default overflow target, if any. gs, ring the default overflow target, if any. If there is no answer afTOD or overflow tarenabled).

If there is no answer afTOD or overflow tarenabled).

r a set number of rings at the final in step 1 or 2, go to voicemail (if r a set number of rings at the final

in step

Add Call CeAdd Call Ce ting

d Routing,

ting

d Routing, In the final screen of click Configure Call Center In the final screen of click outing >> outing >> . .

1 or 2, go to voicemail (if

Configure Call Center This opens Add/Edit Call

ing rout

Center Routing.

…to an exist ing In Edit Routing under the column Special Routing, click the drop-down box which reads None, select Call Center Routing, and click Go . This opens Add/Edit Call Center Routing.

tingEdit Call Center Routing In Edit Routing under the column Special Rouclick

, Call Center Routing link.

This opens Add/Edit Call Center Ro ting.

,

u

Remove Call Center Routing In Edit Routing under the column Special Routingclick Remove .

Version 3.7

page 26 of 38

e-

of rings (or disabled), alternate target

e-

of rings (or disabled), alternate target

Configuring Call Center Routing View or change settings for overflow and time-of-day Configuring Call Center Routing View or change settings for overflow and time-of-day routing. routing.

Default Overflow Routing When someone calls a tracking number, if no TimDefault Overflow Routing When someone calls a tracking number, if no TimOf-Day routing applies, then after a set number of rings the Default Overflow Routing (if enabled) sends the call to an alternate target phone number. After an additional number of rings, the call is sent to Voicemail (if enabled).

Of-Day routing applies, then after a set number of rings the Default Overflow Routing (if enabled) sends the call to an alternate target phone number. After an additional number of rings, the call is sent to Voicemail (if enabled). In this section, you can configure Default Overflow settings: numberIn this section, you can configure Default Overflow settings: numbernumber, and time zone. When finished, click one of the Save… buttons. To cancel and leave this screen number, and time zone. When finished, click one of the Save… buttons. To cancel and leave this screen without saving, select any available command on the left menu. For convenience, this section also shows the Voicemail settings for this campaign. To change Voicemail Edit Campaign settings, use .

y Overflow entry shows when it applies and where

ntries directly. ings in th d click Save .

Time-Of-Day Routing and Time-Of-DaEach time-of-day routingYou can change these e

to send calls.

To add a new entry, enter your sett e last row (light yellow color) anBesides its time-of-day target number, each entry also has its own overflow settings which take precedence over default overflow settings during this period. This means default overflow settings are not applied during active time-of-day routing

eriods to have the same overflow be

ox. This is handy if you think you might want to reuse a routing entry in the box. If you are sure you want to delete one or more entries, check their

so far and ke

periods. If you want all time p havior, then configure each active time-of-day overflow to be the same as the default overflow. Each time-of-day entry has an Active check bfuture. Instead of deleting it, uncheck its ActiveDelete boxes. Click Save to save your work ep working on Call Center Routing. Click Save and Edit Routing(s) to save your work and return to Edit Routing.

Version 3.7

page 27 of 38

outing can help to direct incoming calls to just the right person or department. Callers hear a prompt and enter an extension. Their call is directed to the appropriate target number, to a Call Center routing (new!) or to another

ccessive extension routings. Extension routings can allers can be prompted to enter an extension from one menu (one

subsequent menu (second level), and then prompted to enter an third level), before their call is routed to a final destination number (see

. xtension routings may also (new!) be combined with Call Center

ch individual extension routing may optionally be configured with ration (or all). If extensions are more than one level deep, then all Center Routing configuration (or none at all).

of extensions and target numbers, including Call Center Routing y. Then simply contact Customer Care. We will be happy to assist you. Our representatives can also give

on Routing system, such as how to record the necessary prompts. ribed below, to inspect any ext routings which are already active.

anges to these routings or to add new extension routings. At this time, only n routings directly. You may still find it helpful to use

elp pinpoint any problems in the current Customer Care.

s. The Call Details report will show (these will reach Voicemail, if

of Add Routing,

anced outing can help to direct incoming calls to just the right person or department. Callers hear a prompt and enter

an extension. Their call is directed to the appropriate target number, to a Call Center routing (new!) or to another

r (new!) to successive extension routings. Extension routings can allers can be prompted to enter an extension from one menu (one

subsequent menu (second level), and then prompted to enter an third level), before their call is routed to a final destination number (see

. xtension routings may also (new!) be combined with Call Center

ch individual extension routing may optionally be configured with ration (or none at all). If extensions are more than one level deep, then all Center Routing configuration (or none at all).

of extensions and target numbers, including Call Center Routing y. Then simply contact Customer Care. We will be happy to assist you. Our representatives can also give

on Routing system, such as how to record the necessary prompts. ribed below, to inspect any extension routings which are already active.

anges to these routings or to add new extension routings. At this time, only n routings directly. You may still find it helpful to use

elp pinpoint any problems in the current Customer Care.

s. The Call Details report will show (these will reach Voicemail, if

of Add Routing,

Extension Routing – recently enhExtension rExtension Routing – recently enhExtension r

anced

extension prompt (new!). extension prompt (new!).

New enhancements— • Extensions may now be routed to target numbers o

now be layered up to 3 levels deep. For example, clevel), then prompted to enter an extension from aextension from a subsequent third menu (Extension Routings)

New enhancements— • Extensions may now be routed to target numbers o

now be layered up to 3 levels deep. For example, clevel), then prompted to enter an extension from aextension from a subsequent third menu (Extension Routings)

r (new!) to su

• Besides being fully integrated with Voicemail, eroutings (Time-of-Day and Overflow routings). Eaits own tailor-made Call Center Routing configueach extension at each level may have its own C

To begin using Extension Routing, first compile a list integration, if an

• Besides being fully integrated with Voicemail, eroutings (Time-of-Day and Overflow routings). Eaits own tailor-made Call Center Routing configueach extension at each level may have its own C

To begin using Extension Routing, first compile a list integration, if an

none at

you specific help as you develop your ExtensiYou may use Edit Routing > Extension Routings, descCustomer Care will be happy make any ch

you specific help as you develop your ExtensiYou may use Edit Routing > Extension Routings, descCustomer Care will be happy make any ch

ension

CallSource Customer Care may add or make changes to extensioEdit Routing > Extension Routings to inspect current extension routingCallSource Customer Care may add or make changes to extensioEdit Routing > Extension Routings to inspect current extension routings. This can hconfiguration or clarify any extension routing change requests you may have for

s. This can hconfiguration or clarify any extension routing change requests you may have forCall Details and Options Report will help to track the outcomes of extension-routed callthe usual code letters for call outcomes: C for connected calls; B or N for busy or no-answerCall Details and Options Report will help to track the outcomes of extension-routed callthe usual code letters for call outcomes: C for connected calls; B or N for busy or no-answerenabled on this campaign). In addition, calls handled by Extension Routing will be flagged with an E. Any actual extensions entered by the caller may be reported with full routing information in Options Report. For more information, see Call Details and Options Report in Reporting User Guide.

enabled on this campaign). In addition, calls handled by Extension Routing will be flagged with an E. Any actual extensions entered by the caller may be reported with full routing information in Options Report. For more information, see Call Details and Options Report in Reporting User Guide.

Add a new Extension Routing

…to a new routing In the final screen

Add a new Extension Routing

…to a new routing In the final screen click Configure Extension Routing >> . click Configure Extension Routing >> . This opens Edit Extension Routing.

…to an existing routing In Edit Routing under the column Special Routing, click the drop-down box which reads None, select Extension Routing, and click Go . This opens Edit Extension Routing.

Edit an existing Extension Routing In Edit Routing under the column Special Routing, click Extension Routing

Version 3.7

link. This opens Edit Extension Routing.

Remove Extension Routing In Edit Routing under the column Special Routing, click Remove .

page 28 of 38

ions, target numbers and any default target number.

, an audio prompt may be selected from the account-wide list of extension routing prompts. For ct

s rout

Lis

scorrexam

ions, target numbers and any default target number.

, an audio prompt may be selected from the account-wide list of extension routing prompts. For ct

s rout

Lis

scorrexam

Edit Extension Routing Inspect extension routing configuration, including the list of extensEdit Extension Routing Inspect extension routing configuration, including the list of extensCustomer Care can add new extension routings and make any desired changes to current extension routings.

Select an Audio Prompt

Customer Care can add new extension routings and make any desired changes to current extension routings.

Select an Audio Prompt In Edit Extension routing

taIn Edit Extension routing

tade ils about how to record and upload prompts so they are available to any extension routing on the account, please contaCu tomer Care. Under Audio Selection, you can also request a custom audio prompt, which is uploaded specifically for this

ing.

t of Extensions and Target Numbers

de ils about how to record and upload prompts so they are available to any extension routing on the account, please contaCu tomer Care. Under Audio Selection, you can also request a custom audio prompt, which is uploaded specifically for this

ing.

t of Extensions and Target Numbers Each entry in the extension routing list is an extension number, optional name, and corresponding target number. For Cu tomer Care to provision a complete extension routing, please provide a list of all the desired extensions and their

esponding target numbers. These numbers will be entered on the Edit Extension Routing screen, as you see in this ple.

Each entry in the extension routing list is an extension number, optional name, and corresponding target number. For Cu tomer Care to provision a complete extension routing, please provide a list of all the desired extensions and their

esponding target numbers. These numbers will be entered on the Edit Extension Routing screen, as you see in this ple.

To change an extension or target number, type directly in its box and click Save . To change an extension or target number, type directly in its box and click Save . Buttons are available to Add Extension or Delete Extension . The Cancel button will discard any changes (since the last save) and quit.

Version 3.7

page 29 of 38

nt maintains a list of ad sources. Lists of ad sources are used as filters to categorize and

of media,

he oll-free numbers, call tracking, voicemail, and other products to track the success of particular advertising and

nt maintains a list of ad sources. Lists of ad sources are used as filters to categorize and

of media,

he oll-free numbers, call tracking, voicemail, and other products to track the success of particular advertising and

Manage Ad Sources Display an interactive list to view, add, deactivate, or re-activate advertising sources. Manage Ad Sources Display an interactive list to view, add, deactivate, or re-activate advertising sources. Each CallSource client accouidentify incoming calls and saEach CallSource client accouidentify incoming calls and sales leads in Provisioning and Reporting. Here are some examples of potential ad sources— • publications, • types

les leads in Provisioning and Reporting. Here are some examples of potential ad sources— • publications, • types• issues of periodicals, • newspapers, • issues of periodicals, • newspapers, • magazines, • editions of a phone book. Each campaign must have an ad source selection. Proper ad source selection will make your reports clearer, bolstering tability of t

• magazines, • editions of a phone book. Each campaign must have an ad source selection. Proper ad source selection will make your reports clearer, bolstering tability of tsales campaigns. sales campaigns.

Some client accounts may have customized, mu ltiple ad source filters, ltiple ad source filters. For client accounts with mueach campaign will have one selection from ea l filters are still ch of the available ad source filters. These additionareferred to as ad sources but they might represent something else like geographical region, company division, or other essential, identifying data. Clients with multiple, customized ad source filters can manage those lists in Manage Ad Sources as well.

Sy

th• • • •

•

•

To a•

stematic, proper maintenance of ad source lists is important. Use Manage Ad Sources to view, add, deactivate, or re-activate ad sources on

ese lists. Here are some guidelines— Maintenance permission is required to use Manage Ad Sources. Before adding an ad source, check to see if it is already in the list. Do not add multiple names for the same advertising source. When adding names for different ad sources, choose names which are easy to distinguish. If you save the wrong name, deactivate that ad source and add the correct name. Do not deactivate ad sources which may be assigned to still-active campaigns. This may cause misleading or unpredictable results.

Ad Sources added here are available for assignment in Add/Edit Campaign for any customer/site on the client account.

Manage Ad Sources Overview dd a new Ad Source—make sure it is not already represented in the ad source list Type the new name and click Add New .

To deactivate or reactivate an Ad Source listing— • Select an ad source listing and click Activate or Deactivate . By default, inactive ad sources are not shown. To show them, select the check box and click Refresh .

Version 3.7

page 30 of 38

Manage User List View, select, and perform tasks on users for this client account. Administrator access permission is required.

Select which user field to search in: • Any User Field (default selection) • Username • Email Address

…contains Type text or partial text to search for. If left blank, Find shows all users. All Users —list all users Recently Accessed —list recently accessed users

columns Click a column to re-sort the list. Click again to change Name, Username, Password, and Email Address –

from ascending to descending order. Edit User Edit Permissions—edit selected user information or permissions Delete User Migrate Scheduled Reports—before deleting a user, to avoid losing their scheduled reports, migrate their scheduled reports to another user. This effectively moves scheduled reports from one user to b ttons uanother. For final cleanup, search the Scheduled reports (in Reporting) for the email address of the username being deleted. Remove the email address from all scheduled reports.

Add User and Edit User r, view, or change username, password, and contact information. Ente

te with youEn r the desired Username, Password, and Name. When you are satisfied

r entries, select Save . To start over, select Reset . Edit User cannot be used to change a username directly. To change a usernacreate a new user with the desired name—

me,

1 d User and enter the correct username

2 h grate Scheduled Reports and

From the Provisioning menu, select Adand password. If t e user has any scheduled reports, select Miassign them to the new user. From Manage User List, select the old, incorrect username. 3

4 Select Delete User . If correct, confirm by selecting OK .

Add User & Edit User required fields & recommended fields When you enter information in the Add User or Edit User tasks, the fields for Username, Password and Name are required and may not be left blank. Usernames and passwords may contain numbers or letters. They may not include any spaces, punctuation, or other such characters. For security, CallSource recommends you also enter complete contact information for each user, including address, phone, fax and email.

Version 3.7

page 31 of 38

dtions, and commands are accessible to that user.

User Permissions Each user (username and passwordata, applica

) has a set of access privileges or permissions. These permissions dictate precisely which

Provisioning

rovisioning Access

None—cannot use Provisioning. Set by Customer—can manage campaigns, routings and customer notes only for customer/sites in Full Access column.Full—can manage customer/site list, campaigns and routings for all customer/sites on the account.

P

rovisioning Administrative Access Full—can add, edit users & permissions on the account. Requires Provisioning Access—Full.Provisioning Maintenance Access Full—can edit & add ad sources on the account. Requires Provisioning Access—Full.P

Provisioning Access by Customer—active only when Provisioning Access is Set by Customer No Access buttons Full Access buttons Revoke SELECTED —move selections to No Access column Grant for SELECTED —move selections to Full Access column Access columnRevoke ALL —make all customer/sites No Grant for ALL —move all customer/sites to Full Access column

Full Access column—can manage campaigns, routings and other N es start hereo Access column—initially all customer/sit info only for these customer/sites.

e ncorporate changes to system databaseSav Permissions —i

Reporting

ioni te selections to Reporting Access by Customer columnsCopy Provis ng Customer Access —copy Provisioning customer/si

Reporting Access dependently for each customer/site. Set by CustomerNone—cannot use Reporting.

—No, Limited, or Full reporting permission set inFull—full Reporting access for all customer/sites on the account.

Reporti cessng Ac by Customer To select multiple customer/sites—click and drag or hold down the Ctrl or Shift keyNo Access buttons Limited Access buttons Full Access buttons

Version 3.7

Revoke SELECTED —move selections to No Access column

Grant LIMITED for SELECTED —move selections to Limited Access column

Grant FULL for SELECTED —move selections to Full Access column

Revoke ALL —move all customer/sites No Access column

Grant LIMITED for ALL —move all Grant FULL for ALL —move all customer/sites Limited Access column customer/sites Full Access column

No Access column—cannot access reports for these customer/sites. Initially all customer/sites are in no access column.

Limited Access most column—can use Reporting features for these Full Access column—full Reporting access customer/sites, but cannot delete CallReview or Voicemail calls or change for these customer/sites reviewed status.

Save Permissions —incorporate changes to system database

Report View

User Report Access By ReportAll Reports—can view all reports

olumn—can view only reports in Full Access cCall Audio File Access Enable or Disable access to CallReview and Voicemail recordings (initially enabled by default) User Access by Report—active only when User Report Access is By Reports No Access buttons Full Access buttons Revoke SELECTED —move selections to No Access column Grant for SELECTED —move selections to Full Access column Revoke ALL —move all reports to No Access column Grant for ALL —move all customer/sites to Full Access column

No Access column—cannot run these reports Full Access column—can run these reports—initially all reports start here

Save Permissions —incorporate changes to system database

page 32 of 38

Editing User Permissions sions for a particular user on the account. Administrative permission is required.

To allow a user full provisioning access (for all customer/sites on the client ccount)—

Provisioning Acces – Full. ser from using pro

ovisioning AccesYou may restrict user access to P

per1

lly

2 ess the Ctrl

3 column.

Version 3.7

View or change the permis

New – the affected username is now shown at the top of this screen.

aSelect

To prohibit a usvisioning—

Select Pr s – None. This is the default for new users. rovisioning or Reporting for particular

customer/sites. To modify user provisioning mission by customer/site— Select Provisioning AcceAccess by Custom

ss—Set By Customer. This activates Provisioning appear in the er. For new users, all customer/sites initia

No Access column. Under No Access, select desired customer/site. Depr(or de-select) multiple customer/sites.

key to select

Grant for SELECTED move selections into the Full Access Grant for ALL move all into the Full Access column. Revoke SELECTED move selections into the No Access column. Revoke for ALL move all into the No Access column.

4 When satisfied, click Save Permissions .

Setting Reporting permiss

iet

ing Customer Access – make

ions You may now set user Reporting accesscustomer/site, by report, or both. This l

ndividually by s you control

exactly which reports and customer/sites a user may access. the user’s Copy Provision

reporting permissions (by customer/sitprovisioning.

e)

1 Select Reporting Access—Set By Customer. This activates

ting Access by Customer. (For new users, all itially appear i

2 tomer/site. D

3

the same as for

To set reporting permission by customer/site—

the section Reporcustomer/sites inSelect desired cus

n the No Access column.) epress Ctrl key to select (or

de-select) multiple customer/sittion—

es. Select desired ac Revoke SELECTED move selection(s) to No Access; Revoke ALL move ALL to No Access column; Grant LIMITED for SELECTED move selection(s) to Limited Access (No Audio Deletion); Grant LIMITED for ALL move ALL customer/sites into the Lim (No Audio Deletion) column; ited Access Grant FULL for SELECTED move selected customer/site into the Full Access column; Grant FULL for ALL move ALL customer/sites into the Full Access column;

4 Click Save Permissions when finished.

page 33 of 38

1 ns Reporting Access by Customer and Report View. w section. For new users, all report titles ep

2 Select de rl key to select (or de-select) multiple report titles. 3

Revoke ;

1 ns Reporting Access by Customer and Report View. w section. For new users, all report titles eports are not assignable in this fashion.

2 Select de rl key to select (or de-select) multiple report titles. 3

Revoke ;

To set reporting access individually by report— To set reporting access individually by report— See that Reporting Access is Set By Customer. This activates the sectioSee that Reporting Access is Set By Customer. This activates the sectioSelect User Report Access—By Report. This activates the rest of the Report Vieinitially appear in the Full Access column. User Details and User Summary rSelect User Report Access—By Report. This activates the rest of the Report Vieinitially appear in the Full Access column. User Details and User Summary r orts are not assignable in this fashion.

sired report titles. Depress the Ctsired report titles. Depress the CtSelect desired action— Select desired action—

SELECTED to move selected report titles into the No Access columnSELECTED to move selected report titles into the No Access columnALL to move ALL report titles into the No Access column; Revoke

Grant SELECTED to move selected report titles into the Full Access column Grant ALL to move ALL report titles into the Full Access column Click Save Permissions when finished. 4

Disable call audio access per user Restrict a user from handling audio recordings.

Edit Permissions has a new option to disable call audio access by user. Normally when users are granted Reporting access Voicemail and CallReview calls. From Call Details they

email, save, or delete audio files. y still log into CallTrackSM Reporting and perform many Reporting functions, but

they cannot perform functions on audio recordings. They can still run Call Details, but the audio icon for recorded calls will ot appear. From Call Details, they can still run Options Report to review or add Journal Notes, but they will not be able to

eview or Voicemail recordings. o o files. In Edit Permissions look down toward the bottom of the

t Enable or Disable.

in Edit Permissions, they also have access to audio recordings ofcan listen to recordings or run the Options Report to With audio file access disabled, users ma

nplay back, save, email or delete CallRLike other Edit Permissions functions, disabling call audiHere is how to manage individual user access to call audipage, under Report View. Go to Call Audio File Access and selec

access per user requires administrator privileges.

Version 3.7

page 34 of 38

C

Version 3.7

allSource Co-Branding and Private Label Customization and expertise to your needs. Ask your CallSource representative ts.

way lors and style sheets are just

filters can also be customized; you can use multiple ad source filters for sophisticated call ch more. At the bottom of the screen is our

resentative for more information.

ate and Referral Date. When set, these defaults will apply mer/site on the account. CallSource can also customize which contracted features

ill initially be on or off by default. Ask your CallSource representative if you wish to take advantage of any of these ustomizations to streamline online provisioning workflow.

aily Lead Sheets and Scheduled Reports email header lines From: line email (ISPs require valid email address)

e hidden engine behind products and services you

CallSource has developed new ways to adapt our softwareabout CallSource co-branding or private label arrangemen

CallSource Co-Branding will work to find the best Under CallSource co-branding, our software can be adapted to meet your specifications. We

to incorporate our technology into the image you want to present to your consumers. Custom cothe beginning. Ad sourcetracking. We can incorporate your company logo, contact information, and muco-branding logo, powered by CallSource. Ask your CallSource rep

Customized initial defaults CallSource can customize the default values for Start Date, End Dto all new campaigns added for any custowc

D• Subject: line • From: name •

Main Menu in Provisioning and Reporting• Logo and colors • Contact phone number and email

Logout URL When logging out CallSource can specify the URL to which the user is directed.

Private Label Under special private label arrangements, our technology can provide thoffer your consumers. Ask your CallSource representative for more information.

FTP Integration Optional FTP Fields Central Office longitude/latitude/ZIP Code MailMaster Address—when available in current contract

For clients requesting FTP integration, some information is required. Provide optional information as applicable. Customer/site name Required FTP Information Audio filename—when CallReview or Voicemail is activeFTP URL Cell phone designation Username Target Number Time Zone Password Campaign Name Document path—if different from home directory Ad Source Name Audio directory—if different & Zone audio requested Send all CDR info in GMT or Target Time Include Calls under 10 seconds

XML Integration Using XML, clients may devel urce servers. This allows a high degree of flexibility in nd out more about how to use XML for your enterp urce representative or Customer Care. Request Ca n your developers will need in order to integrate CallSou ill also be available to answer questions during the development and implementation cycle.

op and implement their own software for integration with CallSo provisioning and reporting tracked phone numbers and call traffic. To firise provisioning or reporting applications, please contact your CallSollSource XML Specification. This document provides the informatiorce functionality with your applications. CallSource Engineering w

page 35 of 38

d). 1

Provisioning Quick Guide Here are the main steps to add a new customer/site to the system with its necessary components, including a new campaign and a new routing. For more information about any of these steps, please see the main text of CallTrackSM Provisioning User Guide (page numbers noteLogging In— • Go to www.callsource.com and click Reporting Login. • Enter your username and password. This opens Reporting. • Click Provisioning at the top right of the Reporting screen. This opens Provisioning. Adding Ad Sources (requires Maintenance permission)—When adding new ad sources, you will use Manage Ad Sources (page 29). Before you add a new ad source, be sure it is not already on the ad sou

2 rce list. If an ad

than once, tracking data from incoming calls may be erroneously divided

ing d cut down on later mistakes.

3

omer/site, go to the left menu and click Manage Customer List. Select the radio button ustomer, clic button (in the lower half of the screen).

source is added to the list morebetween multiple names for that ad source. You can use this worksheet to list any Ad Sources to be added. If this is your first time adding Ad Sources, you may want to take time to draw up a working list of all Ad Sources for customer/sites on this account. By addthese ad sources now, you can save time in the future an

Version 3.7

Adding, Selecting, and Configuring Customers and Sites— To add a new customer or site, go to the left menu and click Add Customer. Fill in the blanks. To select an existing custnext to a site or customer. To edit this c k the Edit Customer

As you fill in the blanks in Add or Edit Customer, k• To identify your customers, you may enter a

eeCu ny. The

may not have spaces, but i tomer Code assigned a unique number

configuring Daily Lead Sheets, all recipie addresses (without trailing commas e these rep with any c

the customer/sites y your first time using e customer/sites that will have tracking numbers. Provisioning requires that Name and lled in for every new customer/site. Other fields may be filled in as desired.

d

p in mind— stomer Code which is meaningful to your compa

Customer Code fielde automatically

t may have underscores (_). If left blank, the Cussite is saved. will b when this customer/

• When nts must be valid emailor semicolons) or they will not receiv

uorts.

Customer Care will be happy to help yo omplex requests.

You can use this worksheet to list ou will be adding. If this is

Ad Sources to be adde

Provisioning, list all of thDefault Target fields be fi

Customer Code Customer/Site Name Default Target

page 36 of 38

4 ampaigns—When you have finished entering information for a new ign . This saves the customer/site to the system database. Next you will

Adding, Selecting, and Configuring Ccustomer/site, click Save and Add Campaconfigure a new campaign for this site. • Select an Ad Source. If your ad source is not listed, use Manage Ad Sources now to add it, and then run

Add Campaign again from the left menu.

t Date. The End Date and Referral Date can be automatically populated for you. Simply tell your u would like each campaign to run (1 mo to 6 yrs).

t know when you will be canceling the

can e future. Contact your Account Manager or Sales Rep for details.

5

• Input a StarAccount Manager or Sales Representative how long yoChoosing a longer campaign run time works best if you don’campaign. The Start Date may be today’s date or some future date.

• Input an Ad Cost. Select Ad Cost Basis > monthly. The basis is the time frame for this ad cost. It is used in Reporting to calculate cost per lead in the Traffic Snapshot.

If requested, CallSource can preset the feature settings in Add Campaign to default values you specify. Thishelp to streamline the Add Campaign task in th

You can use this worksheet to plan the configuration of one or more campaigns.

Ad Source Start Date Ad Cost Features

Version 3.7

Adding Routings—Click Save and Add Routing . This saves the campaign you were working on and begins the steps to add a routing to this campaign— • Edit or keep the Target Number, the actual, ring-to number.

o For toll-free routing, leave the default Number Type: Toll-Free and the default Hub. o For Local or Vanity numbers, change the Number Type, Area Code and Hub as necessary. Click Next >> .

• Select your correct Reporting Time Zone—by default the time zone of the target number. Select a Tracking Number from the dropdown list. •

er List so you may add another • Click Save Routing . This saves this info and opens Manage Customcustomer/site, –OR– Click Save and Manage Campaign List and Add Campaign . This saves the routing and prepares to input data for another new ad campaign in the same customer/site.

You can use this worksheet to plan new routings. If you need multiple routings, we recommend you create a new camp uting.

Type of Tracking Number Target Number Local

Trk Area Code

Covered Area Codes, US regions, and/or states

aign for each new ro

Toll-free Local Vanity

Toll-free Local Vanity

Toll-free Local Vanity

Tollfree Local –or– Vanity

Consumer Greeting Whisper CR VM RNA= CallMeNow Call Employee Code MM ADF XML email address:

Consumer Gre ting e Whisper CR VM RNA= CallMeNow Call Employee Code MM ADF XML email address:

Consumer Gre ting e Whisper CR VM RNA= CallMeNow Call Employee Code MM ADF XML email address:

page 37 of 38

1 Adding new users (requires Admin permission)— Click Add User from the left hand menu. Enter an alphanumeric Username and Password for the new user as well as his or her full given name. Enter optional user information as your needs dictate. Click Save .

2

3 icCl ge User Li m the left hand menu; find the user you just added and select its radio button. k Mana st froClick Edit Permissions .

4 Add•

m

Username Password e accessible in Provisioning

ustomer/sites accessible in

ng

Available reports

any access permissions you would like this new user to have. For provisioning, you can allow them to provision and see the whole account, add other users, add adsources or simply allow them to provision numbers for a single customer/site or set of sites.

• For reporting, you can allow them to see reporting for all sites or a subset of sites. You can also allow theto delete CallReview and Voicemail by giving them Full Permissions. On the bottom half of the page, you may choose to allow this user to have the ability to listen to CallReview and Voicemail messages and to choose the reports this user may view.

User’s given Customer/sites C

nam Reporti

Configuring Existing Routings— Run Manage Campaign List; select a campaign; and click Edit t ng— Routing . You can us it Roue Ed i• to change a target number or time zone • to configure special routings: call center routing, extensi• to edit lists of blocked numbers and allowed area codes • to place or remove a temporary disconnection

Use Manage Customer Notes (page 9) to annotate anything unusual about a customer/site,

a task on a selected a customer/site— 1 At t t tomer Code,

CusSele urns a list of matching customer/sites.

on routing

campaign, or routing. To search the system database (page 6) and perform

he op of the Provisioning menu or Manage Customer List, enter an all or part of a Customer Name, Tracking Number, Default Target Number or actual Target Number. ct Find . This ret

2 click a task button . Select the radio button for the desired customer/site. To perform a task on this customer/site,

To edit information for a customer/site (page 8)— • Find the customer/site via Manage Customer List or Find . Select its radio button. • Click Edit Customer to edit contact data or site-wide configuration settings,

–OR– click Manage Campaign List to view the ad campaigns connected to this customer/site.

Notes—

Version 3.7

page 38 of 38

more about CallTrackSM Provisioning and help you obtain the

advantage of CallSource technology.

ning User Guide has more information on performing the above steps. earchable knowledge base with frequently

• tative:

Version 3.7

For More Information Here are some additional resources to learnmaximum benefit from our call-tracking technology products and services. • CallSource Training helps your team gain the skills to take full • CallTrackSM Reporting User Guide has information about online and scheduled reports. • CallTrackSM Provisio• Help Center, on a link at the top of the CallSource screen, is a s

asked questions and help with common issues. Contact our highly trained CallSource Customer Care team or your individual Sales RepresenEmail support@callsource.com or call our CallSource Main Offices: 800-500-4433