Tuesday, April 12, 2011
Sometimes we at CallFire speak our own language. Hopefully this article acts as a Rosetta stone for all your calling needs. Admin/Admin Login - An admin (administrator) is the CallFire account holder. The admin login is where you create and manage all your campaigns, whether they be Voice Broadcast, Cloud Call Center, IVR, buying phone numbers, or SMS. Agent/Agent Login - An agent is solely for Cloud Call Center campaigns. An agent is a person actively making the outbound calls. You'll use the agent login to begin dialing on a campaign that was already created by the admin user. Agent Barge - Agent barge is a quality control measure that allows an admin to barge, or listen in on, calls as they're being made by the agents. Agent ID - The agent ID is a number assigned by CallFire each time an agent begins dialing through the Cloud Call Center. Once the agent inputs the correct agent ID, the agent pop-up window with the campaign script will appear, and the system will begin dialing. Analytics Tag - This advanced IVR function sends a page-view that will be factored in to Google Analytics. Answering Machine Detection (AMD) - The AMD capability will determine whether the call has been answered by a live person, or by a machine. When AMD is enabled, you can program your campaign to treat live answers and answering machines differently, such as hanging up and moving on the next call or leaving a message. API - Application Programming Interface. This is coder speak for our software code that allows a developer to integrate other software into CallFire, or to build custom software. API Key - This is a code that grants a developer access to the CallFire API. You can find your unique API key in your account settings. Autodialer - The autodialer is what makes the Cloud Call Center so powerful. It does the dialing for you, so there's no dialing by hand. Autoresponder/Auto-reply - An autoresponder is a text message that is sent automatically in response to an incoming text. The letter CCall Ratio - This is the ratio of numbers dialed at a time to a single agent. For instance, a 1:1 ratio means that each agent's autodialer is only dialing one number at a time. A 2:1 ratio means that the autodialer is dialing two numbers at a time, and will connect the agent to the first live answer. A higher calling ratio helps get through a list more efficiently; it decreases time between calls and ups the possibility of connecting to live leads. Call Transfer - A call transfer is the ability for an agent to forward a call to a supervisor or other party. All he/she has to do is input the 10-digit phone number into the agent interface and the call will be routed accordingly. CPM - Calls per Minute. This is the rate at which Voice Broadcast calls go out. By default, broadcasts are processed at 50 calls per minute, but this can be adjusted in your campaign dashboard. CRM - Customer Relationship Management. You can integrate your CallFire campaigns with certain CRM providers, such as SalesForce, using our API. The letter DDID Number - Direct Inward Dial Number. DID Number is basically an industry term for a phone number. DNC - Do Not Call. There are two different DNC lists: the Federal Do Not Call List, against which you should scrub your list prior to uploading your contacts. Then you also have an internal CallFire DNC list, which allows people you call to unsubscribe from future calls. DTMF - Dual-Tone Multi-Frequency, also known as touch-tone. DTMF assigns a different touchtone to each key on the telephone keypad, so it can distinguish one keypad input from another. The letter GGet Tag - This IVR command calls any URL or http request from your IVR. Google Talk Tag - This IVR command will automatically initiate an instant message to your Google account. Goto Tag - This tells your IVR to go to a certain part of your phone tree. For instance, you might have a sound file that reads, "Press 4 to repeat the options." Upon pressing 4, the Goto tag would repeat the part of your IVR that you had already programmed. Goto XML Tag - This advanced IVR command calls the specified URL and executes the returned CallFire XML. The letter HHangup Tag - The hangup tag tells your IVR to hang up and end the call. Hosted IVR - A hosted IVR is a phone menu that does not require any hardware or special equipment, such as an on-premises PBX (private branch exchange). It's hosted because it's housed in the cloud. The letter IIf Tag - This advanced IVR command evaluates a javascript expression and reacts accordingly whether the expression is true or false. Inbound - A call initiated from someone else, coming in to your line. IVR - Interactive Voice Response. An IVR is essentially a phone menu, or a phone tree. It's programmed to react to keypad inputs. The letter KKeyword - For an SMS campaign, a keyword is the word that is texted. For instance, when the Red Cross says, "Text JAPAN to 50555," JAPAN is the keyword, and 50555 is the short code. Keywords will be available on CallFire SMS campaigns beginning summer 2011. Key Press - This command tells your IVR what to do once a digit on the telephone keypad is pressed. The letter LLive Answer - A person who answers the phone, as opposed to an answering machine. Long Code - A 10-digit phone number that can send and receive texts. The letter MMachineSkip - This feature detects answering machines, and filters them out of your Cloud Call Center campaigns. When it detects an answering machine, it will automatically leave a pre-recorded message, so your agent doesn't have to do a thing. The MachineSkip feature is available on the Standard- and Pro-level campaigns. Max Transfer Rate - The maximum number of transfers your Voice Broadcast campaign will allow at any given time; when the maximum is reached, the broadcasts will pause until your campaign returns below the maximum. The letter OOutbound - A call initiated by you to one of your contacts. The letter PPasscode - The campaign passcode is the password that the admin assigns to access a Cloud Call Center campaign. Phonebook - A phonebook is a contact phone list maintained in your CallFire account. Watch this video to learn more about working with phonebooks. Play Tag - This IVR command plays an assigned sound file or performs text-to-speech. Press-1 Transfer - During a Voice Broadcast, if a press-1 transfer is enabled, the called person can press 1 and be connected to your business. You can also assign a different keypress to transfer your calls, but the capability is generally referred to as "press-1" anyway. Press Menu - This IVR command prompts the caller with several options, for instance, "Press 1 for our address, Press 2 to speak to someone in Sales." You'll need at least one "Play" menu to present these options. Power Dialer - The Power Dialer is what makes CallFire's Voice Broadcasting capability so powerful. It has the ability to dial thousands of numbers, all at once. The letter RRecord Tag - This IVR command records the remainder of the call, or will begin recording with a beep and stop by pressing pound (#). When you record a message using CallFire's Voice Recording Utility, our IVR is using the Record Tag, in conjunction with the advanced Stash and Get tags. You can see a video demonstration of the Record Tag here. The letter SSAN Number - Subscription Account Number. Telemarketers may need to obtain a SAN from the Federal Trade Commission in order to call consumers legally. Click here to find out how to get a SAN. SetVar Tag - (Set Variable) This advanced IVR command creates a variable which can be used later. Short Code - A 5- or 6-digit number that can send and receive texts. SmartDrop - During a Cloud Call Center campaign, the agent can press the SmartDrop button on the interface, and it will leave a pre-recorded message for the answering machine. The agent does not have to wait for the beep or speak into the voicemail; this allows the agent to move on to the next call. SMS - Short Message Service. An SMS is a text message. Stash Tag - This advanced IVR tag stores the varname (variable name) and value in the call details report in your CallFire account. See a video demonstration of the Stash tag here and here. Subset Campaign - A subset campaign duplicates all the settings of an original campaign, but applies it to just part of a phonebook. For instance, you might want to run a subset campaign to call back the portion of your contact list who did not receive your original message. This video will show you how to set up a subset campaign. The letter T Tag - A tag can refer to an IVR command, such as a play tag or a record tag, but when used by itself, it generally means what's found on the "My Numbers" page. Tags can be useful to help you keep your phone numbers straight. For instance, if you put one phone number on a magazine ad, and a different phone number on your website, you may want to tag each respective number "magazine" and "website." Text-to-Speech (TTS) - The text-to-speech engine allows you to program voice prompts on the fly. For instance, if you wanted your IVR to read an individual's account number, you would use CallFire's text-to-speech capability. Transfer Tag - This IVR command connects the active call to a specified phone number. For instance, a political campaign might use a transfer tag to connect the call to a voter's congressional office. The letter VVoice Broadcast- Voice Broadcast is a type of CallFire campaign that allows you to send a pre-recorded phone message to your contacts. Learn more about Voice Broadcast here. VoIP - Voice Over Internet Protocol. VoIP is a kind of technology that allows calls to be connected over the internet. However, CallFire VoIP should not be confused with residential VoIP such as Skype or Vonage; we offer an enterprise-level, redundant, fiber-based platform for better reliability and call quality. The letter W Whisper - A whisper is a short message that will be played before an incoming call is connected. This can help you better serve your incoming calls. For instance, if you have one phone number assigned for real estate properties for sale, and one phone number assigned for people who want to sell their real estate, you can set a whisper that will tell you "This call is regarding properties for sale," before you greet the caller. You can enable the Whisper feature on your "My Numbers" page in your CallFire account. White Label Program - CallFire's White Label Program allows approved vendors to re-sell CallFire products using their own branding. An improved version of the White Label Program will be unveiled in late 2011.