What do I do if I can't find an answer in Frequently-Asked Questions?
The Help Desk tab gives you three other options for getting help with using Call Logic: a tutorial library, support ticket, and live chat.
Is there any software that I have to download to use Call Logic?
No. Call Logic is a Web-based, on demand, software application. Although for best user experience we suggest using the Google Chrome web browser.
What equipment is required for Call Logic?
Required:
- Computer
- High Speed Internet Connection: Cable or DSL
- Telephone - Any Land Line or Cell Phone
- Web Browser – Google Chrome is Recommended (not compatible with AOL)
Recommended Computer (minimum)
- Computer Processor: 800MHz Pentium III or Athlon, or better
- Computer Memory: 256MB or better
Can I use my home telephone or cell phone to connect with Call Logic?
Yes, you may use any telephone. If you choose to use your cell phone, standard cell phone minutes may apply as with any other type of call.
Can I block my phone number from being displayed on a caller ID?
No.
What number will appear on the contacts caller ID?
The number that will appear on the contacts caller ID will be the phone number that you are using to connect to Call Logic or the number that is provided as the "Caller ID Display" under General Settings.
Does the Call Logic service include long distance?
Yes. Long distance is included at no additional charge.
Does my calling time roll over from month to month?
Yes. All monthly plans include rollover as long as you remain an active monthly subscriber.
Where do I find my time available?
Your total time available is located under the Reports tab, Usage Reports.
Does Call Logic comply with FCC and FTC regulations?
Yes. The Call Logic software is designed for compliance with FCC and FTC regulations. However, the way you choose to use the software is your responsibility. To check regulations, please visit http://www.ftc.gov or http://www.fcc.gov.
Does Call Logic comply with the Do Not Call list?
Call Logic is merely a tool to aid in efficient calling. Under the standard settings provided upon sign up, Call Logic does not scrub against the Do Not Call lists. However, Call Logic can be set up to provide that service by going to the General Settings page under the Campaign tab and entering in a SAN # and Organization ID.
Does Call Logic work for calling people in other countries?
No. At this time, Call Logic can only be used for calling people within the United States (minus Alaska) and Canada.
Can other people conduct a calling session under my account?
Another person can conduct a calling session under your account only if you provide them with your username and password. However, only one campaign can run at a time.
Does Call Logic have CRM (Customer Relation Management) capabilities?
Yes, Call Logic provides integrated CRM features at no extra charge. It incorporates a calendar, email, contact management and automatic appointment reminder features to help you effectively manage the prospects or customers from your calling sessions.
Follow Ups & Appointments/Calendar
How do I know when the Call Logic Live Caller is using up my calling time?
Your time will count down anytime that you are connected on the phone with the Call Logic system. This includes when you are in a campaign or setting up your voicemail messages. The user will see a counter on the dialing screen that shows how much time they are using in their campaign.
How do I cancel my monthly subscription?
To cancel your monthly subscription, a written notice of termination must be sent via support ticket by the end of business (5PM CST), no less than one (1) days prior to your renewal date.
How do I obtain a Subscription Account Number (SAN)?
Please click here for detailed instructions.
Home Page
What are “Todays Appointments” on the home page?
Today’s appointments are a reminder of appointments that you have scheduled for today’s date. These appointments can be scheduled under the calendar tab or during a campaign.
What are “My Follow-Ups” on the home page?
During a campaign, you have the ability to select a certain day to follow up with that contact. My Follow-Ups are your contacts that you have scheduled to follow up with for that day. The system will also display overdue Follow-Ups here.
How to I create a campaign of My Follow-Ups
To create a campaign of ‘My Follow-Ups”, simply click on “Manage My Follow-Ups” button. On the next page, select the contacts you wish to call, click “Add to Campaign” and either add the contacts into an existing campaign or create a new campaign.
What are "Parked Dispositions" on the home page?
Parked dispositions are dispositions (call results) from a previous campaign that was not completed at the time of the call and still need to be assigned a proper disposition.
How do I complete Parked Dispositions?
To complete Parked Dispositions:
- Select the appropriate disposition (Make an Appointment, Send an Email, etc.) from the drop-down menu, then click Complete.
- A new window may appear depending on the disposition. Complete the action and click Save. (NOTE: If the new window is blocked by the pop-up blocker application, then the pop-up blocker will need to be configured.)
Contacts
How many contacts can I add to my account?
There is no limit to the number of contacts that can be added to Call Logic. However, the maximum number of contacts that can be imported on one file is 10,000.
How do I import a file of contacts?
You can have contacts in either Excel (.xls or .xlsx) or Comma Delimited (.csv) file formats. To import a file of contacts:
- Under the Contacts Tab, select "Import".
- Click Choose File to locate the file on your computer and then click Open.
- Select Target: There are three options to choose upon importing a file.
- Import Contacts - Importing contacts into your Call Logic data base and not adding to a campaign.
- Import Contacts to New Campaign – Importing contacts into your Call Logic data base while creating a new campaign. Enter a campaign description.
- Import Contacts to an Existing Campaign – Importing contacts into your Call Logic data base while adding them into an existing campaign. Select an Existing Campaign.
- Click Next.
- When defining your file format the system will automatically match up your appropriate fields. The remaining fields that Call Logic is unable to automatically match will appear as Choose. To add these fields to the import, please select the appropriate description from the drop down. If the appropriate descriptions are not listed, please select User Define and a box will appear to the right that will allow you to provide your own field description.
- Click Import. The number of successfully imported contacts will be displayed.(Note: To import a list, Call Logic only requires either First/Last or Company name and phone number.)
How do I manually type in a contact?
To manually type in a contact:
- Under the Contacts tab, select "Type in New Contact"
- Enter in the contact information.
- Select “Add Contact, Add Contact to New Campaign, or Add contact to an Existing Campaign”
- Add Contact - Adding contact into your Call Logic data base and not adding to a campaign.
- Add Contact to New Campaign – Adding contact into your Call Logic data base while creating a new campaign. Enter a campaign description.
- Add Contact to an Existing Campaign – Adding contact into your Call Logic data base while adding them into an existing campaign. Select an Existing Campaign.
Click "Save"
How do I find a particular contact or group of contacts?
To search for a contact or a group of contacts, go to the Contacts tab and select “Manage Contacts”. In the fields, add the appropriate search criteria and click Search. The results will appear in the section below.
How do I delete contacts?
- Under the Contacts tab, select "Manage Contacts"
- Enter in the proper search criteria and in the Results section below you can select the contacts to delete by checking the box to the right of the contacts information and clicking Delete.
How do I delete a file?
- Under the Contacts tab, select "Manage Files".
- Click the Delete button on the file you wish to remove.(NOTE: Contacts may be in multiple campaigns, when deleting a file the contacts in that file will be deleted out of all of the campaigns.)
- Confirm deletion by clicking “OK”.
Can I retrieve a deleted contact/file?
No. Once a contact/file has been deleted from Call Logic, you will not be able to retrieve that information. We recommend that you keep a copy of all files for backup.
How do I export a file?
- Under the Contacts tab, select "Manage Contacts"
- Search by “File”
- Select all or specific contacts.
- Click “Export”
Can I call contacts more than once in a single campaign?
It depends on if you were connected live, left a voice mail, or there was no answer. The following describes what happens to the contacts on the campaign after they've been called:
- Call Back/Not Available - The contact is removed from future calling for 2 hours.
- No Answer - The contact is removed from future calling for 2 hours.
- Busy - The contact is removed from future calling for 2 hours.
- Left a Voice Mail - The contact is removed from future calling for 2 hours.
- Send an Email - The contact is removed from future calling for 2 hours.
- Provided Information - The contact is removed from future calling for 2 hours.
- Make an Appointment - The contact is removed from future calling for 2 hours.
- Not Interested - The contact is permanently removed from calling campaign.
- Interested/Don't Call Again - The contact is permanently removed from calling campaign.
- Wrong Number - The contact is permanently removed from calling campaign.
- Follow-Up Complete - The contact is permanently removed from calling campaign.
- Do-Not-Call/Remove - The contact is permanently removed from Call Logic.
Why is the "Call-In" or “Click to Call” button disabled?
The "Call-In" or “Click to Call” button may be disabled for these reasons:
- The current time is not within calling hours (9am-9pm).
- Contact is on the Call Logic Do-Not-Call List, Not Interested, etc.
What is Click to Call and how do I use it?
Click to Call is a way to use Call Logic to call a single contact and still have the call results logged in your Call Logic account. There are 2 ways to use Click to Call:
- You can go to a scheduled appointment, click on the contacts name, and then click the green phone icon to make the call.
- You can search for a contact by selecting “Manage Contacts” under the Contacts tab, click on the contacts name, and then click the green phone button to make the call.
Once the user clicks the green phone button, they will Call-In to Call Logic. Once connected to Call Logic, the user will be directed to the Dialing page for this automatic single call. After the call has ended, the user can enter the disposition and the call will be complete.
Campaign
How do I set up a calling campaign?
- Under the Campaign tab, click on “Campaign Set Up”.
- Select the Campaign.
- Select Contact Type.
- Performance Setting (optional) - The Performance Setting feature allows you set your preferred balance between speed in making calls and the rate at which calls are dropped due to your being busy on another line. With Line Count, you can set the number of phone lines you want calling for you. The higher the line count, the more frequent the live connections will be. Alternatively, you can set the Drop-call rate – the rate that is acceptable to you for people who will hear a recorded message rather than being connected to you live, due to your being already on the phone with someone else.
- Select the proper Ring Time - the Ring Time setting is the amount of time that the system will let the line ring before disconnecting the call and moving on to the next contact.
- Select Voicemail Message.
- Click Call-In.
- Call into the local or toll free number provided on the screen and enter in the Pin #.
- Click Start when prompted on the dialing screen.
How do I set up a Follow Up Campaign?
To set up a Follow Up Campaign:
- Under the Contact tab, select "Manage Contacts".
- Search by specific criteria
- Select all contacts or the contacts that you are wanting to follow up with, then click “Add to Campaign”.
- Select an existing Follow Up campaign or create a new Follow Up campaign.
- Confirm by selecting “Yes, Start a Campaign” to start calling immediately or “Not Right Now” to create a campaign to call at a later time.
- Set up your calling campaign, Call-In and start your calls.
How do I set up a cell phone campaign?
To set up a Follow Up Campaign:
- Under the Contact tab, select "Manage Contacts".
- Search by specific criteria
- Select all contacts or the contacts that you are wanting to follow up with, then click “Add to Campaign”.
- Select an existing Follow Up campaign or create a new Follow Up campaign.
- Confirm by selecting “Yes, Start a Campaign” to start calling immediately or “Not Right Now” to create a campaign to call at a later time.
- Set up your calling campaign, Call-In and start your calls.
What happens during a calling campaign?
- When finished with a live call, either wait for the contact to disconnect or click “Hang-up” to end the call (Please do not hand up your phone as it will end the calling session). After the call is terminated, the “Wrap Time” will begin to countdown. Select the appropriate disposition (it is important to select a disposition for every call as it is how the system tracks call results). Once the appropriate disposition is selected click submit to save and move on to your next call.(Note: If more time is needed to finish taking notes or to disposition the call, click “Pause” prior to the wrap time ending. This will give you an additional 5 minutes before moving on to the next call.)
- When you hear the beep, you will either be connected to a live contact or a voicemail. If connected to a live person speak with them just as you would normally. To view the contacts information, click the “View/Edit” button and a pop up will appear with the detailed contact record. If connected to an answering machine you can choose to: click the “Leave Voicemail” button to play your prerecorded voicemail message, wait for the voicemail prompt and leave a live message manually, or click “Hang-up” disconnect the call.
- Press the “Start” button to begin your calling campaign. (NOTE: You will not hear any ringing, however, you will hear a beep once you have made a connection with either a live person or a voicemail).
What is Whisper Coaching/3-Way?
Whisper Coaching/3-Way allows for the user to have a 3rd Party on the call with them when they are speaking to a contact. In Whisper Coaching mode, the coach will be able to speak on the call and only the user will be able to hear the coach. In 3-way mode, all 3 parties: user, contact, and coach will be able to hear and speak to one another.
How do I use Whisper Coaching/3-Way?
To use Coaching/3-Way, select the person that you would like to call from the C/3/T Contacts drop down menu (OR select Type In) in the Coaching/3-Way section. The person’s phone number will appear in the box to the right, then either click on the “Coach” button for Whisper Coaching or the “3-Way” button for 3-Way. Then the system will call the person and when they are connected, the button will be greyed out. Once the coach is on the line, the user can toggle back and forth between Whisper Coaching and 3-Way mode by click on the appropriate button.
What is Transfer and how do I use it?
Transfer allows the user to transfer a contact to a 3rd Party. To transfer a contact, select the person that you would like to transfer the call to from the C/3/T Contacts drop down menu (OR select Type In) in the Whisper Coaching/3-Way/Transfer section. The person's phone number will appear in the box to the right, then click on the button "Transfer" button. Once the person answers the transferred call, the user will click the "Finish Transfer" button and the contact will be transferred.
What is the Recording feature and how do I use it?
The Recording feature allows the user to record up to 3 of hours of talk time. When using the Recording feature, the Call Logic system will only record the connected calls, not the dead air in between calls. To start recording, the user will select the recording setting and click "On". To stop recording, click "OFF". The recorded calls can be found in the Reports tab under the Recording History. (Note: Maximum recording time 3 hours and the recording will be saved to Call Logic for a period of 90 days and then deleted.)
There are 3 different settings for using Recording:
- None - The Recording feature is off.
- Single Call - The Recording feature will only record this one call and must be turned on for each call the user wishes to record.
- Continuous - The Recording feature will record all calls in the calling session automatically once the user clicks ""On"".
(NOTE: It is the Call Logic user's responsibility to comply with and abide by any and all applicable laws that regulate, restrict, or prohibit the recording calls, including any applicable federal or state criminal wiretapping statutes.)
Can I send bulk email?
No, CitaLink email function cannot be used for bulk email.
What happens during a calling campaign?
To upload an Email Template:
- Under the Email tab, select “Email Templates”.
- Enter in the Email Template Description.
- Enter in the Email Template Subject (optional).
- Type in or Copy/Paste the template into the space provided.
- Click "Save Template".
What happens during a calling campaign?
- Open a new email
- Click on "Manage Attachments"
- Click on "Choose File" and locate the file on your computer.
- Click on "Upload Attachment"
- To the left, the attachment will appear, to attach to email click on the check mark icon and it will turn green when attached.
Calendar
How do I create an appointment?
To create an appointment:
- From the Calendar tab click on "Add an Appointment" or “View Calendar” and click on the time slot.
- Type in your contact name and phone number
- Select the Start and Stop Time from the drop-down menu
- Type in the Subject
- Select the Appointment Date
- Choose the Appointment Reminder Type (optional)
- Type in the Notes
- Click Save
How do I edit my appointments?
To edit an appointment:
- From the Calendar tab select "View all Appointments" or “View Calendar”.
- Select the appointment that you would like to edit
- Once you have selected the appointment, click "Edit"
- Change the necessary information
- Click "Update”
Can Call Logic be set to send me an appointment reminder?
Yes, Call Logic appointments can be set to send a reminder 30 minutes prior by either email, text, or phone call.
Calendar/Notifications & Reminders
Can I view a list of all of my Appointments?
Yes, to view a list of all of your appointments go to the Calendar tab and select "View All Appointments".
How do I link my Google Calendar to Call Logic?
To link calendars:
- From the Calendar tab select “Google Calendar”.
- Under the section “Google Calendar” select the calendars that you would like to show on your Call Logic Calendar.
- In the section “Link Google Calendar” select the calendar that you would like to create, edit, and make changes to.
- Click Save.
Tutorial
Why won't the Tutorial videos play?
This is a popup window; you will have to reconfigure your pop-up blocker if it is turned on.
Reports
How do I review calling reports?
To review calling reports:
- Under the Report Tab select either the "Activity Report" or "Campaign Report".
- Enter the appropriate report date range.
- Click Run Report.
My Account
How do I edit my account information?
Under the My Account tab, select "Manage Account". On the next page, click on "Edit Account".
How do I change my password?
To change your password, under My Account select "Change Password".
How do I add more time to my account?
Individual Users:
- Under My Account, select "Manage Account"
- Select "Change Monthly Plan"
(Note: Corporate Users: Please Contact customer support via Live Chat or Support Ticket.
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