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1. 20 Click to Dial Records Already inYourAccout 20 Adding Individual Records 2 1 ee ee ee ee 20 HowTo Transfer A Gall 21 Hanging Up On An Outbound Call 22 Leaving A Pre recorded Voicemail 22 Call Recordings 23 Benefits To CallRecordings 0 eee ee eee 23 Table of Contents cont Legal Considerations 23 List of 2 Party Consent States o 23 Notifying people that they are being recorded nananana 23 TE 24 eleg FAKES 6 4 2 x uos da OR PGS Ewe eG eee ee 2 24 Ma FAX Sa 2 ue ds ede ERROR a dados 24 gr CC 25 Faxing Settings m 25 Forward Fax Notifications aaa 25 How To Designate A Faxing Number 25 2 Lead Manager 26 a E nera esas oo asas we 26 1 A ROG NOE AER E 26 Sort leads according to the following criteria 26 Call Queue CT 26 tl lt aceras ERRER 26 Unealledleads o n RA 27 Methods of Adding Records llle 27 Manually adding a single record 27 Editing Information sooo hoo ave a a ee ale 27 Merging Records 1 o lt lt 28 How to Senda Text Gaga ac iem RO SUE X E S CROSS EUR x ss 29 Via Contact Record 29 Table of Contents cont Via SMS CGS C 29 Group Texting s s a oh
2. Non DYL Voice Users 1 Login to your DYL account 2 Click the Settings tab 3 Click SMS Chat Numbers 4 Below SMS Notifications Via Email click Edit Email Notifications SMS Notifications Via Email Email notifications will be sent In 1 Minute if a message is not acknowledged Edit Email Notifications To Edit The Timeframe The Email Goes Out 1 Select your desired timeframe from the pop up list between 1 60 mins 2 Click Update To Disable SMS Email Notification 1 Uncheck the checkbox to the right of Send an email notification 2 Click Update User Settings Dy default users have access to a limited number of basic settings e Edit Name Email Phone Number Caller ID Hold Music e Web Page Launcher e Change Password 1 e Email Signature Please Note There is no way to restrict users from accessing these basic settings 2 e The admin can allow users to have access to ad ditional settings See pg 67 How To Access This Area 1 Login to a DYL user account Edit Name Email Phone Number Caller ID Hold Music 2 1 Click Edit Settings 3 Login TT dyl com User Tony Thomas 4 Inbound Line Ext 100 Caller ID 888 310 4474 Hold Music Music Group 2 Edit Settings 4 2 Edit any of the above 3 Click Update Web Page Launcher Every time you receive an inbound phone call DYL can automatically bring up a particular URL Please Note If your pop up blocker is en
3. User Manual DYL Mission Statement DYL is dedicated to developing providing and servicing the phone system of the future Our VoiP system incorporates software designed to make lead generation lead dialing and both inbound and outbound phone campaigns effective and seamless through integrated phone email and text while offering sophisti cated analytics and reports that help increase both productivity and efficiency Contact Info Hours of Operation DYL is open Monday through Friday We may be reached at anytime during business hours After business hours you may reach our emergency service personnel through our phone menu Contact Info Phone 888 310 4474 select 1 for Support select 2 for Sales Support Email service dyl com Mailing Address 4551 Glencoe Ave Suite 155 Marina del Rey CA 90292 Fax 774 221 8031 Days Hours of Operation Weekdays 6 30am PST 9 30am EST 5pm PST 8pm EST Weekends Closed Contents 1 DYL Voice 1 Associating Phones With Extensions 1 Associating Extensions With LOgiNS 2 Configuring Phones o s ou se vw a oe ewe Ow X NOS x x oS 3 CMO PRONES Cuz we a R eum Pg Wee ee ew oe RUE HE S 3 xdi Tr 4 Call Routing Locations oaa 4 SN UD rra E a e 5 RDO GOUS 5 3 eee eee Ge ob oo e ER EOS 5 IVR Menu Voice Prompts 2 00 00 00 ee eee 7 Forwarding Numbers 1 1 llle 9 Voice Mailboxes ooo Save eae S E X X SESE SRR e ESS
4. section All reports within Activity Logs category see pg 62 under Reports section DYLMANUAL 39 QuickDial DYL QuickDial instantly connects you to your 3 Click Press 1 on the website real time Internet leads Every time a new lead is received we initiate a live phone call between your office and the fresh lead This process ensures that your office has the first chance to talk with every lead How To Hang Up A QuickDial Call After Speaking With An Internet Lead How Io Use QuickDial After Not Speaking With An Internet Lead e HowTo Make A QuickDial Call How To Hang Up A QuickDial Call After Speaking With An Internet Lead 1 Click Hangup on the website Start Transfer Stop Transfer Lead Status How To Make A QuickDial Lall a L Now Calling 1 Answer the QuickDial call Message New Lead Hj 2 Press Refresh Doing this generates the name basic contact ee nee info of the lead QuickDial is prompting you to call 2 Select a Call Result Reached or Do Not Call Now Calling Sample Lead au Lead Status ae Se a rpn na S 2415662976 Auto Sample Lead i Test 555 000 7712 Not Available X Do Not Call Columbus OH DYLMANUAL 41 3 Select a Disposition from the pop up list SKIP THIS STEP IF Disposition you only have one voicemail assigned to your name Bad Lead New Sale 2 Click Voicemail on the website Not Interested Not Qualified If you
5. 5 00PM je Mountain M 9 00AM 4 s 00PM Pacific M 9 00 AM B 5 00 PM Alaska M 9 00AM 21 5 00PM je Hawaii v 5 00PM i m 9 00AM 21 Unknown 1 00 AM 5 PM Update Cancel a G 6 bor the time zones you have selected specify the earliest and latest time it is appropriate to dial these time zones by using the pop up lists in the Start Dialing and End Dialing columns 7 Click Update Assign Users To Campaigns Only the admin can upload spreadsheets In order to allow users access to a particular campaign the admin must assignit to a user Please Note e Multiple users can be assigned to the same campaign e bach user can only be assigned to one cam paign at a time How To Assign Users To Campaigns 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click Assign Users To Campaigns 4 Use to pop up list under Assigned Campaign DYLMANUAL 55 to specify which campaign each user should be assigned to Assign Users To Campaigns User Assigned Campaign Allow Real Time First Last None Z M Jim Thomas None M Michael Tickett Active Win Backs M Ron Mar Active Win Backs H v Howard Mika Active Win Backs M Update Cancel ed kekar 5 Click Update Allow Real Time Leads When Dialing Dy default if a new internet lead comes in while a user is Campaign dialing the user will be redirected out of the campaign to the internet lead This setti
6. Datalot 818 473 0309 IVR Menu Vacation Upda Toll Free Number Selec Local Number Selec CalleriD Name Custom line names will appear on your phones for inbound Lead Source Set the Lead Source on the lead for new callers to this num Forwarding Numbers Add Forwarding Number Forwarding Number Options DYLMANUAL a Forwarding Number Type in the 10 digit forwarding phone number b Play Message Select an audio message from the pop up list if you would like an audio message to play before calls are forwarded c Change Caller ID By default when a call is forwarded the inbound caller s caller ID will be displayed If you would instead like a dif ferent number to be displayed enter a 10 digit phone number d Ring For Select 20 30 40 50 60 90 or 120 seconds to control how long forwarded calls ring for e IfNobody Answers Select what should happen to the call if nobody answers the call Please Note We highly recommend editing this be cause by default calls are set to Hangup if Nobody Answers 5 Click Add Forwarding Number Voice Mailboxes e Company Mailboxes e Individual Mailboxes Company Mailbox 1 Log into the admin s DYL account 2 Click the Settings tab 3 Click Extensions 4 Dial 501 on a phone that has been configured to work on DYL 5 Enter the Mailbox Number followed by This will most likely be 300 unless you have set up multiple Company Mailboxes 9 To V
7. Thursday M 9 00 AM 5 00 PM Bj Friday M 9 00AM i 4 30PM i Saturday Q 9 00AM 9 45PM Sunday C AM 9 45 PM Update Cancel peal tanet 4 Click Update Automatic Call Backs e Call Back Attempts Retry Calls Missed By Agent e Clear Queues Call Back Attempts In situations when you do not reach an internet lead on the first call follow up is key With DYL if you follow the proper hangup procedure when ending a call with an internet lead DYL will schedule a series of automatic callbacks In this area you have the ability to customize the maximum number of automatic callbacks up to 7 as well as the time frames of which these automatic callbacks occur 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Automatic Call Backs 4 Click Edit Call Attempts Account Settings Call Back Control Schedule automatic call back attempts Back To Settings Call Back Attempts Enabled Call Back Time Yes Instant call 10 re minutes after previous Call 20 minutes after previous call Same day after 4 00 PM B Next day after 11 00 AM amp Next day after 3 00 PM req 3 days after previous call after 10 00 AM F 1s he days after previous call after 10 00 AM B Update Cancel ed a QARODARRAA e Add Remove Automatic Call Back Attempts check uncheck the radio boxes to the left of Automatic Call Back attempts you would like to add remove e
8. calendars Ihe admin can contact Ihe DYL Customer Support Team to allow users to view all calendars How To Schedule An Event Click New Recurring Event or New Event depend ing on which you wish to schedule User All Users Add Events Google Sync Go New Recurring Event New Event Authorize New Recurring Event 1 Fill out e Event Description e tart Date Time End Date e Duration in minutes Frequency Daily Weekly Monthly Same day of month Monthly Same day of week 2 Click Create New Event 1 Fill Out e Event Description e Start Date Time e Duration in minutes e Done 2 Click Create Please Note Events do not generate automatic calls or send email invitations How To Setup Google Sync The DYL Calendar can be easily synced with Google Calendar 1 To the right of Google Sync click Authorize 2 Enter your Gmail address and authorize with Google How To Stop Google Sync 1 Click Stop Sync Please Note e DYL cannot sync with another calendar other than Google e Ifyou miss an appointment the appointment will remain in the Calendar Ihe appointment will display as Missed You will need to re schedule the appointment time date to receive another automatic call Folders Hot List Every DYL account comes with a few default fold ers here is no limit to the number of Folders that can be created e List Of Default Folders e HowTo Sort Leads Into
9. ers to indicate whether or not they are available not available to receive software related phone calls new leads calls follow up calls appointment calls When Available Status will say Active Stop Transfer button click to change your status from active to paused Tom Luck Status Active StopTransfer When Unavailable e Status will say Paused Start Transfer click to change your status from paused to active Tom Luck Status Paused List of QuickDial Settings Integrating Your Internet Lead Vendors e Call Order e Schedule e Automatic Call Backs e Clear Queues e Contact Forms Integrating Your Internet Lead Ven dors You must give your vendor s your DYL Lead Email Address in order to start receiving internet leads into your account Locating Your DYL Email Address e HowTo Have DYL To Integrate With A New Vendor Locating Your DYL Lead Email Address 1 Login to the admins DYL account 2 Click the Settings tab Lead Email Send Leads To doejxx01 dialyourleads com The email address displayed above is not your Lead Email Address it is an example Please Note We recommend that you CALL your vendor s and verbally give them this address How To Have DYL Integrate With A New Vendor 1 Have this vendor send a test lead OR an actual lead to your DYL Email Address 2 Once this has been done contact Ihe DYL Customer Support Team Explain that you would like to integrate a n
10. state name city and state will only display if the caller s caller ID displays name city and state OR if you have previously saved the caller s name city and state Latest Note The latest note made on this contact s profile Answered Inbound Field Only Whether or not someone in your office had answered the inbound call Call Type Outbound Field Only How the call what dialed out to e Click to dial The phone number was dialed via the DYL software Dial Phone The phone number was manu ally dialed via an office phone User Outbound Field Only The particular user who dialed out to the contact Call Result The simple conclusion to this phone call e Reached Ihe user had a conversation with this person e Not Available Did not reach the person Do Not Call The person requested to not be contacted by your office e Voicemail Your user had reached a voice mailbox marked that they left a voicemail Result Not Set The user neglected to mark DYLMANUAL 17 a call result Helpful Tip Use Call History to make sure every missed call is returned Often times offices only return missed calls of call ers who leave voicemails Call History conveniently tracks all of your missed calls making it easy to see which calls your office missed as well as which missed calls have been returned How To View Missed Calls 1 Login to your DYL account 2 Click Call History top left above Search
11. 9 Setting Up Call Routing 10 Business Hours Call Routing 10 After Hours Routing Re 10 Setting Up A Text Based Caller ID 12 Default Caller ID ocios rs ao e 12 Setting Up Admins Default Caller ID 12 Setting Up Users Default Caller IDS 13 Caller ID Selection Alternate Caller IDs 13 How To Create Caller IDs 13 How To Utilize A Caller ID Selection 13 Local Area Code Set Up o a o 14 Webpage Launcher nanoa 14 Table of Contents cont Setting Up Admins Webpage Launcher 14 Setting Up Users Webpagelauncher 15 Music Un II 15 How To Upload Custom Audio Files s 15 How To Change Audio Selections less 15 Listen Whisper and Barge 16 How to Enable a User nnau aaa 16 Via Voicemail History le 18 Ug THT 18 Company Voicemail Box llle 18 Individual Voicemail BOX 18 How To Listen To Voicemails Via Email 19 Via Your Physical Phone o o o 19 How To Listen To Voicemails Via Your Physical Phone 19 How To Delete Voicemails Via Your Physical Phone 20 After accessing your mailbox 20 Click to Dial PlacingAnOutboundCall
12. Allows you to determine what 10 digit numerical caller ID is displayed by default when you make outbound calls via DYL Please Note You cannot use this area to set up a text base caller ID e DYL Voice users can request to have a text based caller ID associated with their phone number for instructions see pg 12 DYLMANUAL 65 How To Set Up Caller ID 1 To the right of the caller ID field type in the 10 digit caller you would to display 2 Click Update Please Note Ifa particular user s caller id has never been updated the admins caller id will be the user s caller id Ifa user s caller ID has been updated at some point in the past updating the admins caller id will not effect the user s caller id Hold Music When using DYL Software users typically hear jazzy music instead of ringing when they are call ing leads At any point in time you can edit your settings to hear the alternate music option How To Edit Hold Music 1 Clickon the pop up list to the right of Hold Music to select the audio file of your choice 2 Click Update Please Note If you would prefer to hear ringing instead of music the admin must contact the DYL Customer Support Team Account Information User Accounts Manage additional users Contact Information Update your contact information Customize Dispositions Configure lead status options User Accounts Add Update Users e Additional User Options e Dele
13. How To Add To Contacts To SMS List Adding Contacts Individually 1 Clickinto Contact Record 2 Inthe Options section Click Add to SMS List Adding Contacts In Mass 1 From Leads Tab Within Specific Folder Within Specific Campaign select the multiple individuals by clicking the radio button on the far left of each contact 2 Inthe drop down menu Select Action located above the list of contacts select Add to Folder SMS List 3 Click Go How To Send Group Texts 1 Click Folders Tab 2 Click SMS List 3 Select template to send or type a message in the box provided Send Group Message Send SMS Template H Chars Remaining 145 4 Click Send 5 Group SMS will be sent and list folder will clear Instant Default Texts Instant text messages can be sent out to all new real time leads as they enter your account to contacts when a Disposition with a status of New Customer is selected and to contacts upon upload Please Note We recommend a 15 minute delay on the texts to New Leads for you to have a chance to talk with the contact first With this delay in place you can cancel the text prior to it being sent Please refer to the next section Delayed Texts to see how to cancel delayed texts e New Leads New Customers Uploaded Lists New Leads New Customers 1 Create templates under SMS Chat Library 2 Click Edit Settings SMS Settings Send SMS for New Leads Message Delay 5 Minutes
14. Number Main Line Main Line 888 310 4474 Ext Line Options Shared Line Caller ID Hold Music Original Music 4 Update Cancel O Never Ring This Line Main Line Line Options Allows you to designate the inbound phone number and or extension the admin will be using in DYL Please Note The Main Line is the phone number that should be associated with the admin s account setting the main line as a particular number does not effect user accounts How To Set Up Main Line 1 To the right of Main Line enter the phone number and or extension the admin will be us ing to work DYL e Extension pop up list DYL Voice Users select the extension the admin should be as signed to OR e Phone Number Typically non DYL Voice Users phone number the admin will be using to work DYL 2 If necessary select the radio boxes to the right of Line Options Shared Line Necessary for some non DYL Voice Users allows offices with only one phone number to share that phone number among multiple DYL user accounts e Never Ring This Line allows user to completely opt out of receiving software related calls Please Note DYL Voice Users While selecting Never Ring This Line stops this user from receiv ing software related calls it does not stop this user from receiving inbound phone calls To see how to enable disable users from receiving inbound phone calls see pg 68 Caller ID
15. Phone Number 4 To the right of the caller ID field type in the 10 digit caller you would like to be displayed Main Line Ext 100 H Extension 213 444 9567 Ext Phone Number Line Options O Shared Line Caller ID 310 510 6959 4 Hold Music Original Music E Update Cancel j O Never Ring Please note If a particular user s caller id has never been updated the caller id associated with the admins account will also be the caller id associated with that user s account If a user s caller ID has been updated at some point in the past the admin s caller id will NOT override the user s caller id 5 Click Update Setting Up Users Default Caller IDs 1 Login to the admins DYL account 2 Click the Settings tab 3 Click User Accounts 4 To the right of the user whose caller ID you would like to update click Update Details 5 Click Update User User Details Login email gmail com User First Last Inbound Line Ext 102 BE Extension O 555 000 0102 Ext Phone Number Line Options O Shared Line O Never Ring TI Caller ID 310 510 6959 4 Update Cancel 6 Click into the Caller ID box provided and update the phone number 7 Click Update to save Caller ID Selection Alternate Caller IDs Allows you to create as many as 10 easy to utilize alternate caller ids e HowTo Create A Caller ID Selection e HowTo Utilize A Caller ID Sel
16. Sources e Calls Total calls made per campaign desig nated Notes Total notes added per campaign designated Total Call Time Total call time per user e Connects Total count of calls made that were greater than 1 minute per designated campaign Connect Time Count of calls less than 1 minute between 1 2 minutes 2 5 minutes and greater than 5 minutes per designated campaign Disposition Summary e Good Count of leads marked with good positive dispositions per designated campaign and the respective percentage of good positive marked leads from the total within the cam paign e Other Count of leads marked with other neutral dispositions per designated campaign and the respective percentage of other nuteral marked leads from the total within the cam paign e Bad Count of leads marked with bad negative dispositions per designated campaign and and the respective percentage of bad nega tive marked leads from the total within the campaign Please Note Dispositions are customizable To see how to designate which are good other and bad see page 70 Disposition Breakdown e Good Breakdown of which specific good positive dispositions were selected per campaign amount of leads marked with such dispositions and the respective percentage of leads marked with such disposition from the total within the campaign Other Breakdown of which specific other neutral dispositions were selected per camp
17. Thursday E 9 00am 1 5 00PM i3 Friday S00AM 430PM i Saturday Q 9 00AM 9 45 PM Sunday O 9 00AM 9 45 PM Update Cancel 12 5 Under the Open Time Close Time columns select the time your office opens closes 6 Click Update Caller ID Set Up Allows you to easily customize alter the Caller ID which displays when making outbound calls Setting Up A Text Based Caller ID Default Caller ID Caller ID Selection Alternate Caller IDs State Caller IDs Setting Up A Text Based Caller ID A text based caller id can be associated with your phone number This caller ID will display when you place outbound calls How To Associate A Caller ID With Your Phone Number Contact Ihe DYL Customer Support Team to put in a request to add or change a text based Caller ID Keep in mind that the Caller ID can be no more than 15 characters spaces included This will typically be completed within 3 7 business days Default Caller ID Allows you to designate the caller ID which displays by default when making outbound calls on a user by user basis Setting Up Admins Default Caller ID Setting Up Users Default Caller IDs Please Note YOU cannot use this area to set up a text base caller ID Users have the ability to customize their caller ID via their DYL account Setting Up Admin s Default Caller ID 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Set
18. a Contact Record 3 Select a pre created template or type a message in the box provided 4 Checkmark Send Later Send SMS Template To 626 408 2662 C Send Later 9 Send in 15 Minutes n O Send on jan 1 15 F 2015 at 3PM je 00 4 Chars Remaining 160 DYLMANUAL 31 5 Select radio button for either timeframe or specific date time to send out the SMS 6 Click Send Cancel Delayed SMS 1 Click into the Contact Record 2 Click SMS Chat Tab 3 Locate your delayed message and click the blue Cancel button to the right Appointment Reminder Texts You have the ability to send an automated text reminder to your contacts prior to your scheduled appointment Setting Up SMS Appointment Reminders e Activating SMS Appointment Reminders Setting Up SMS Appointment Reminders 1 Create template under SMS Chat Library 2 Click Edit Settings 3 Select which template you want set as default for Appointment Reminders 4 Click Update to save Activating SMS Appointment Reminders 1 Click into a Contact Record 2 From Options Click on Set Appointment 3 Under Activity section checkmark Send SMS and select a reminder timeframe Actions S Call My Line Only Hd i Send SMS Reminder S i Minutes Before 4 Click final Set Appointment button to save How Texts are Received Via Webpage Pop Up e Via SMS Chats e Via Email Via Webpage Pop Up Regardless of which section of y
19. account 2 Click the Settings tab 3 Click IVR Prompts 4 Click Edit Name to the right of the new IVR recording to name this IVR Prompt 7 5 Type in the name you would like to assign to this IVR Prompt 6 Click Update Configure Prompt Options Doing so programs the IVR prompt to route phone calls according to the instructions given on the IVR message How To Add Prompt Options Login into the admins DYL account 1 2 Click the Settings tab 3 Click IVR Prompts 4 Click Edit Prompt Options 5 Click Add Prompt Option 6 Select an unused digit 0 9 and as well as a Route To destination Prompt Options Add Prompt Option Digit IVR Meni 2 hey X Vacation j Normal Hours Add Option Company Directory Menu 2 Ring Group Digit Play Ring First IVR 0 Non Sales Call Queue r Service Customer Service 1 Non Tore Luck ll Queue 9 Nom Sales RingGroup ompany Mailbox Example If your IVR message says press 1 for Bob you will need to configure the digit 1 to Route To Bob s direct extension OR to Route To a ring group which only includes Bob 7 Click Add Prompt Option Repeat these steps as needed How To Delete Prompt Options 1 Log into the admin s DYL account 2 Click the Settings tab 3 Click IVR Prompts 4 Click Edit Prompt Options 3 Click Delete to the right of the prompt option you would like to delete Click OK 7 Click Update zi Misc IVR Settings 1 Log into the admin
20. all record of a deleted disposition s existence will be erased from every contact record Lead Dialing Lead Dialing Schedule Configure when your leads should be dialed Automatic Call Backs Schedule automatic follow up attempts Voicemail Drop Setup Setup your outbound voicemail messages State Caller IDs Set the Caller ID for dialing certain states Contact Forms Create HTML forms for your websites Schedule This setting covers e Schedule e Time zone How to access this area 1 Login to the admin s DYL account 2 Click the Settings tab 3 Click Schedule 72 Schedule DYL Voice Users Configure this setting according to your business hours DYL Software Users Configure this setting accord ing to when it is appropriate for DYL to prompt your office to call out to your internet leads Please Note Users of both DYL Voice and DYL Software if your business hours do NOT match when it is appropriate for DYL to prompt your of fice to call out to your internet leads e Configure this setting according to when it is appropriate for DYL to prompt your office to call out to your internet leads Configure your business hours using a different method For instructions see pg 10 How To Edit Schedule 1 Click Edit Schedule Account Settings Schedule Configure your schedule Changes take effect immediately Back To Settings Schedule Day of the Week Open Open Time Close Time Monday Mi 7
21. another image User Accounts 1 Log into the admins DYL account 2 Clickon the Settings tab 3 Click User Accounts 4 Click Update Details to the right of the user s name 5 Click Edit Settings 6 Check off the radio box to the right of Use My Signature 7 Fill out the desired fields 8 Click Update Creating Editing Email Drips Creating A New Drip Editing A Drip e Repeat Sequence Creating A New Drip 1 Click Create New Sequence Email Drip Sequences Email Library Create New Sequence dj 2 Type the name you would like to assign to this email sequence 3 Click Create The name of the email drip you have just created will appear under the Sequence Name column Editing A Drip 1 Click on the name of the email drip you would like to edit 2 To add email to this drip click Add Message Drip with no emails added yet sequence Drip Test Back To Email Follow Up Message Sequence Email Library Edit Sequence Name Add Message q DYL MANUAL 79 Drip with emails already added Sequence Drip Test Back To Email Follow Up Message Sequence Email Library Edit Sequence Name Message Preview Timeframe Command 1 Email 1 Preview Sequence Start Delete Edit Add Message 3 For email 2 select the timeframe in weeks or months this email should go out after the previous email Message Sequence Email Library Edit Sequence Name Preview Timeframe Command Preview Seque
22. are ringing in on hold and or being transferred e Actively manipulate your caller IDs Phone Setup e Associating Phones With Extensions e Phones Associating Extensions With Logins Configuring Phones Associating Phones With Extensions New Grandstream Phones Soft Phones If you have purchased a Grandstream phone from DYL post October 28 2014 or if you plan on using a soft phone you may proceed to next step Associ ating Extensions with Logins Old Grandstream Phones All Other Hard Phones 1 Login into the admins DYL account 2 Click the Settings tab 3 Click Extensions 4 Flip the phone over and obtain the MAC ID listed on a sticker AO LEEREN WEE SE k 1 li UIT M TIL IES B 7 6 RRC 7 MA MA LP Lr KS ut 5 Click Update Phone to the right of the exten sion you would like to configure Options Login Details Update Phone Login Details Update Phone t Login Details Update Phone 6 Enter the MAC ID into the column labeled Phone PIN 2384 7 Click Update The MAC ID will save colons will be auto matically added separating every two characters on the MAC ID Repeat for every extension you are settin g up Associating Extensions With Logins Every phone user has an extension but not every phone user has a login Please refer to the graph below Account Type Voice ONLY Voice amp Software Admin Yes Yes Additional Users No Yes It is important to e Associate the admi
23. in Number Main Menu Edit Message Menu Enter the message number then press to edit a message Press to add a message 1 Listen to current message 2 Record a new message 3 Go back to the Main Menu Call Voicemail Setup 888 312 6470 or Ext 510 Enter PIN 26 14 798 Voicemail Messages Allows you to e Listen To This Voicemail 1 Click Download in the Messages column of the voicemail you would like to listen to e Edit This Voicemail s Name 1 Click Edit Name under the Options col umn 2 Type the name you would like to give to this voicemail under the Voicemail Name column 3 Click Update e Not Required Assign This Voicemail To A Particular User 1 Click Assign 2 Click on the pop up list under the As signed column select the name of the specific user you would like to assign this voicemail to Voicemail Messages Voicemail Name ee Last Updated Assigned Options 1 New Lead Download Thu Oct 30 2014 All Users Edit Name Assign 2 Quote Follow Up Download Thu Oct 30 2014 All Users Edit Name Assign Delete 3 Click Update Please Note If you do not assign a voicemail to a particular user it will be accessible by all of your user e Delete A Voicemail 1 Click Delete under the Options column 2 A box will pop up asking if you really want to delete this voicemail click OK Default Voicemail When making calls DYL software user who have access to more than one p
24. numbers as a fax line Please Note You must do this in order to receive inbound faxes but you do not need to do this to send outbound faxes Setting Up Only 4 of the 7 types of Call Routing Locations require configuration e Ring Groups IVR Menus e Forwarding Numbers e Voicemail Mailboxes Ring Groups e Creating A Ring Group e Editing Ring Group Settings Creating A Ring Group 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Ring Groups 4 Click Add Ring Group 5 Givethe Ring Group a name Add Ring Group Add Ring Group Cancel L o ost DYLMANUAL 6 Click Add Ring Group 7 Follow the instructions in the following cat egory for Adding Deleting Extensions From An Existing Ring Group Adding Deleting Extensions From An Existing Ring Group 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Ring Groups 4 To the right of the ring group you would like to update click Edit Ring Group To Add An Extension 1 Click Add Group Member 2 Select the extension you would like to add from the pop up list Ring Group Members Add Group Member Member Eo Ext 102 Michael Tickett Cadd Group Member emm m 3 Click Add Group Member To Remove An Extension 1 Click Remove From Group 2 Click Okay Editting Ring Group Settings 1 Login to the admin s DYL account 2 Click the Settings tab 5 Click Ring Groups To the right of
25. numbers by hand or physically hang up when going from call to call It has the potential to gener ate over a 100 calls an hour DYLs organizational tools help the agents easily filter through completed campaigns to then redial Methods Of Creating Campaigns e Uploading A Spreadsheet Create From Previously Added Records Uploading A Spreadsheet Requirements For Uploading The spreadsheet must be formatted in csv xls or xlsx The top row of the spreadsheet must contain field values names e bach contact must have a phone number Please Note Contacts without phone numbers will not be uploaded e All 10 digits of the phone number the area code and 7 digit phone number must be in cluded in the same column Parentheses dashes and alphabetic characters in the phone number category are okay but not necessary Step 1 of 2 Select File 1 Ze 3 Click the Campaigns tab Click Upload Records Next to the Select File click Choose File or Browse wording of button differs from browser to browser Select the file you would like to upload Leave checked or uncheck the box next to Identify Wireless Numbers If Left Checked All contacts on the spread sheet with the wireless cellular phone numbers will be identified These contacts will still be uploaded but they will be set to a no call status This means that when users call through this campaign they will not be prompted to dial contact
26. once by uploading a spreadsheet into your account Please refer to pg 47 for instruc tions e Calls For DYL Voice users records are auto matically created when you place receive a call from a phone number not previously exsisting in your account e Add Record DYLMANUAL 27 Manually Adding A Single Record 1 2 J 4 Log into your DYL account Click Add Record Fill out the available fields Select the source this lead should be associated with from the pop up list to the right of Source OR type the name of a new source to the right of Specify Customer Mark the contact record s customer status No or Yes Hotlist Add immediately to your Hotlist No or Yes Folder Immediately add this record to a Folder Select from a list of your created Folders Refer to pg 37 on how to create Folders Click Add Record Editing Information 1 2 p Log into your DYL account Click into the contact record of the lead you would like to edit Click Edit Information Contact Information 4 5 Name Sample Lead Phone 555 000 7712 Email sample gmail com Address 453 Tremble Ave City Columbus State Ohio Zip 43201 Date of Birth 2 1 1953 56 B Edit Information Edit your fields Click Update Merging Records Duplicate records can be merged into one How To Merge Records When merging records only one record will remain while the other s will be deleted after being merged 1
27. oo OO oe a ee eS ee N 29 How to Add to ContactstoSMSlist 29 How to Send Group Texts lees 30 Instant Default Texts aaa 30 New Leads New Customers o noaa 2 0 eee ee eee 30 Uploaded Lists lem 30 Delayed Texts oS gd anaua eds ee Be 31 Delayed Automated SMS for New Leads ss 31 Delayed Individual SMS 2l 31 CancelDelayedSMS 31 Appointment Reminder Texts llle 31 Setting Up SMS Appointment Reminders 31 Activating SMS Appointment Reminders 3 How Texts are Received ee 32 Via Webpage Pop Up llle 32 Via SMS C 32 NG Ede EEEE 32 onu ose ee Ge Beene hee ae oe eke ee Se oS 33 Using Send Email e un ee pra a a 33 Stani Email Dip x Z ages aci P 399 3 38 9 3 eee 34 How To Schedule An Appointment 35 Send Email Invitation Reschedule Cancel 35 Table of Contents cont Viewing Your Calendar 22e 36 HowTo Schedule An Event 22er 36 New Recurring EVENT 2 lt a9 eo oS R 39 3 aan 36 NONE E ones a sae Ya 36 How To Setup Google Sync 2 ee ee 36 How To Stop Google Sync 2 ee ee 36 List Of Default Folders os oan oe sm REDE Sd so Roe daw eee oo 37 How To Sort Leads Into Folders 37 General Folders 4 6 s eoe ocean RR Roo Rede ea A 37 Jg I II 37 How To Create A New Folder llle 37 Via The Fo
28. outbound calls This report is exclusive to DYL Voice please refer to pg 16 Voicemails Detailed list of all voicemails This report is exclusive to DYL Voice please refer to pg 17 62 Activity Logs Detailed activity reports Activity Logs Email History View a history of emails sent Dialing History View a history of all dialing activity Notes History View a history of notes created Email Click Calls View a history of Call Me Now clicks Email History View a history of emails sent Filters of this report include Timeframe or specify Selected Date s Sequence If you are searching specially emails sent that were from an email drip User If you are searching specifically for emails sent from one user Show How many results you want to view per pass Results Display Timestamp Date and time the email was sent User User that sent the email Lead ID and link to the lead the email was sent To Subject Email address of the email recipi ent and the subject line of the email View Link to view the actual email sent Sequence If the email sent is apart of a se quence and which sequence it was sent from Template Name of the template sent Opened Date and time the recipient opened the email and if the recipient unsubscribed from receiving further emails Dialing History View a history of all dialing activity Filters Of This Report Include Timeframe or specify Sel
29. sent to the first available user in order of User Number If none of the users are available or none of them answer the lead will be sent to the admin s account This allows you to keep yourself free from the hassle of working internet leads and to make sure your better more experienced users have first chance at leads Please see below to determine User Number e Main Line Only Associated with the administrator s inbound line This is the phone number DYL will call when a call is being directed to the admin as an active user only 6 Click Update How To Determine User Number After By User Number setting has been applied this will populate arrows to the far right of each user s name e Click the up arrow to move a user higher on the list click down arrow to move a user lower on the list Schedule Configure when it is appropriate for DYL to prompt your office to call out to your internet leads How To Edit Schedule 1 Click Edit Schedule 2 Under the Open column select the days of the week that your office is typically open for business 3 Under the Open Time Closed Time columns select the time your office opens closes each day Account Settings Schedule Configure your schedule Changes take effect immediately Back To Settings Schedule Day of the Week Open Open Time Close Time Monday M 7 00AM i 4 00PM i Tuesday M 9 00AM i s 00PM i Wednesday M 9 00AM i 5 00 PM i
30. the appointment will occur c Timezone Select the timezone this ap pointment should be scheduled in d Actions e Uncheck the Call radio box if you would not like to receive a phone call associated with this appointment e Check the Send SMS Reminder radio box if you would like a text reminder to be sent to the contact s cell on file a selectable amount of minutes prior to the appointment e Note Type important details about this appointment DYL MANUAL Select Date Jan d 21 ed 2015 d E Time 12 PM ked 00 ed Timezone Use Agent PST Actions amp Call My Line Only HH Note Set Appointment ii ll lA 4 Click Set Appointment Send Email Invitation Reschedule Cancel Once an appointment is scheduled it can be edited L 2 Log in to your DYL account Open the contact record e Send Email Invitation Click if you would like a time date email reminder to be sent to the email address on file for the contact you are setting an appointment with Please Note The notes vou made in the ap y P pointment will not be included in the email invitation Reschedule Click if you would like to change date time other details of this appoint ment e Cancel Click if you would like to cancel this appointment 35 Viewing Your Calendar 1 Login to your DYL account 2 Click the Calendar tab Please Note By default only the admin has the ability to view all users
31. the ring group you would like to update click Edit Ring Group Click Edit Information Account Settings Edit Ring Group Group 1 Back To Ring Groups Name Ring Mode Ring All B Ring Time 30 Seconds If Nobody Answers 300 Company Mailbox L Internal Extension 4 Update Cancel p t a Name you have the option to edit the Ring Group name If you have already as signed it a name you do not need to change anything b Ring Mode select Ring All Round Robin or Call Queue e Ring All Allows all extensions in ring group to be rung at the same time Round Robin Calls will be dis tributed evenly based upon availability to each extension in the ring group y Call Queue Inbound Calls will be queued up until an extension becomes avail able See Call Queue settings below c Ring Time Use the options on the pop up list to designate how long calls should ring Options range from 5 120 seconds d If Nobody Answers Use the options on the pop up list to determine where the call should route if no one in the ring group an swers within the designated timeframe We recommend editing this setting because by default the calls are set to Hangup if no one from the ring group answers within the designated timeframe e Internal Extension Use this option to allow the Ring Group to be directly routed transferred to via an internal extension in your phone system Ihe 3 digit extensi
32. the voicemail is from Number the contact was calling in from Length duration of voicemail e Mailbox voicemail was left in company vs individual extension 2 Click the attachment with the speaker symbol to listen to the voicemail Doing so will either depending upon your computer Settings e Download the file to your computer OR Open in a separate window and start play ing Via Your Physical Phone Voicemails left in individual extension mailboxes as well as in company mailboxes can be retrieved via your physical phone e How To Listen To Voicemails Via Your Physi DYLMANUAL 19 cal Phone e How To Delete Voicemails Via Your Physical Phone Please Note Your phone will NOT blink when you have unchecked voicemails e Deleting the voicemail from your physical phone will NOT delete your voicemail from the Voicemail Log or from your email How To Listen To Voicemails Via Your Physical Phone Individual Voicemail Box Dial 500 on the keypad of your physical phone Company Voicemail Boxes 1 Dial 501 on the keypad of your physical phone 2 Enter Company Voicemail Box Number Ex 300 301 302 etc followed by Voicemail Mailboxes Add Mailbox Name Mailbox Company Mailbox Mailbox 300 after hours Mailbox 301 3 Enter the PIN associated with the company voicemail box followed by To Verify The Mailbox Number 1 Log into the admin s DYL account 2 Click the Settings tab 3
33. to be the caller ID of a number you actu ally own f you display the caller ID of a number you do not actually own you will need to remember to provide people you speak with your a valid phone number Helpful Tip DYL Voice Users Purchasing an extra number is very affordable If you would like to add an extra number onto your account contact the DYL Customer Support Team How To Access This Area 1 Login to the admins DYL account 2 Click the Settings tab 3 Click State Caller IDs How To Add A New State Caller ID 1 Click Add Call Override 2 Use the pop up list to select the state you would like to create a caller Id override for 3 Type in the 10 digit phone number you would like to assign to this state 4 Click Add Call Override How To Edit State Caller IDs 1 Click Edit under the Commands column 2 Change the state by clicking the pop up list in the State field OR Change the phone number by typing in a dif ferent 10 digit phone number under the Caller ID column 3 Click Edit Override How To Remove State Caller IDs 1 Click Remove under the Commands column 2 A box will pop up asking you if you really want to delete this caller ID click OK Contact Forms With this free feature you can generate your own internet leads by creating HTML forms and then adding them to your business website Please Note This setting is exclusively available to DYL Software customers who are using Qui
34. users to receive faxes via email notification AND would like to still receive email notifications of faxes them selves the admin s email address must also be added to the right of Inbound Faxes How To Designate A Faxing Number Please Note e You must designate a particular phone number as Fax Receiver to be able to receive inbound faxes You do not need to designate a particular phone number as Fax Receiver in order to send outbound faxes When a particular number is designated as a fax line it will not be able to receive phone calls How To Designate A Fax Number Follow the steps listed under Business Hours Call Routing See pg 10 Lead Manager DYL Lead Manager offers automated organization al and sales tools designed to help agents keep track of and follow up with their customers prospects more efficiently and quickly than typical methods m Tab Tools View Below Search Sort By Below View e Call Queue Box Right side of page above lead list View Designate which leads you want to view All leads or only leads assigned to you Below the search box click on the drop down menu to select which option you want to view Please Note Selecting My Leads will also remove unassigned leads from view Sort By Sort leads according to the following criteria e Received Leads in order of most recently received e Activity Leads in order of most recent activity e Call Back ONLY leads with a sc
35. where each number is currently routing to 4 Click Update Routing 5 Select the Call Routing Location you would like your calls routed to Phone Numbers Route To sales H4 a Phone Number 310 361 3942 Port Number To DYL Local Number 6 Click Update After Hours Routing Allows you to configure exactly where to whom your calls will be automatically routed outside of normal business hours Setting Up After Hours Routing 1 Login to your DYL account 2 Click the Settings tab 3 Click Phone Numbers 4 Click After Hours to the right of the particular phone number you would like to update Back To Phone Numbers After Hours Routing Phone Number 818 473 0308 Route To When Open IVR Menu Vacation Route To When Closed Same As Open Hours 4 Schedule Use Main Schedule HH L update Cancel AAA 5 Click Edit Routing 6 To the right of Route To When Closed choose where you would like your calls routed outside of your normal business hours 7 UNREQUIRED to the right of Schedule select Custom Schedule if you would like the business hours after hours settings associated with this phone number to be different from the general office schedule How To Create A Custom Schedule 1 Click Edit Custom Schedule After Hours Routing Phone Number 310 361 3942 Route To When Open Ring sales Route To When Closed Mailbox 301 after hours Schedule Custom Schedule Edit Routi
36. 00AM i 4 00PM i Tuesday M 9 00AM i 5 00PM i Wednesday M 9 00AM i 5 00PM jy Thursday Mi 9 00AM 4 5 00PM ie Friday M 9 00AM 4 4 0PM Saturday Q 9 00AM 45 PM Sunday AM 45 PM Update Cancel A mad cance a 2 Under the Open column select the days of the week that your office is typically open for business 3 Under the Open Time Closed Time columns select the time your office opens closes each day 4 Click Update Timezone e Change Timezone e Appointment Timezone e Dialer Timezone Schedule Change Timezone Allows you to specify what timezone you are in Doing so will make sure that DYL accurately fol lows your Schedule calls you for appointments at the appropriate time and accurately time stamps your calls How To Change Timezone 1 Click Change Timezone 2 Select your time zone from the pop up list 3 Click Update Appointment Time zone Allows you to determine whether the appointments will be set according to your timezone or according the timezone of the person you are setting an ap pointment with For example John has his appointment timezone set to Lead Timezone He is in PST and sets an appointment with someone in EST for 3 pm EST but it shows up on John s calendar for 12 pm since he is in PST How To Set Appointment Timezone By default My Timezone will be selected 1 To change this click Lead Time Zone Appointment Timezone Default Lead Tim
37. 3 Onthe right side specify Inbound as the Di rection you would like to view calls from 4 On the left side specify the Timeframe or the Start Date End Date you would like to view calls from 5 On the right side specify Answered as No 6 Click Filter Calls 7 Look at the color of the records to determine whether call has been returned or not Color Key Green records are missed calls that have NOT been returned Blue records are missed calls that have been re turned Checking Voicemails Via Voicemail History e Via Email Via Physical Phone Via Voicemail History All voicemail boxes company and individual exten sion can be retrieved via any users DYL account by following the steps below Please Note There is no way to delete hide voice mails from Voicemail History How To Listen To Voicemails Via Voicemail Log 1 Login to your DYL account 2 Click Voicemails top left above Search 3 On the left side specify the Timeframe or the Start Date End Date you would like to view voicemails from 4 On the right side specify the Mailbox you would like like to sort through Direct exten sion Mailbox or Company Mailbox 5 On the right side next to Show specify how many call records should be displayed per page 6 Click Filter Calls 7 In order to listen to a particular voicemail click Download Voicemail Display Fields e Call In Time Displays the date and time the voicemail was left
38. Call History is a log which provides you and your team with a comprehensive list of all inbound and outbound calls How To Navigate Call History 1 Login to your DYL account 2 Click Call History top left above Search 3 Specify the Direction you would like to view calls from as Inbound Outbound or Both When Direction is set to Inbound an Inbound Line field will appear If you do not have multiple adver tised phone numbers this field will not appear 4 On the left side specify a Timeframe or a Start Date End Date you would like to view calls from 5 Specify the User you would like to view calls from If you would like to view call from ALL users specify Any If you do not have any users in your office this field will not appear 6 Specify Answered as Any Yes or No 7 To the right of Show specify how many call records should be displayed per page 8 Click Filter Calls Call History Display Fields e Timestamp Line Inbound Calls Displays the date and time a caller rang into your office It also specifies which office number the caller was dialing e Outbound Calls Display the date and time your office had dialed out to a specific number It will also list the caller ID which was displayed when dialing out only important for offices displaying more than one caller IDs Length The duration of the call Contact The caller s basic contact info phone number and name city and
39. Campaign grouping 2 ee ee ee 50 Remove Bati PF 50 Scrubbing Against the Federal DNC 2 2 ee ee 50 How To Add Your Organizational ID 51 How to Scrub Against The Federal DNC 5 Scrubbing Against the Wireless Phone Number Registry 5 tcp arranca E 5 p c raras erro A A A 51 Reversing Skip Wireless 52 How To Start A Campaign da A8 52 Leaving A Pre recorded Voicemail 53 Hanging Up When Not Leaving a Pre Recorded Voicemail 53 How To End A CampaignDialingSession 53 SteplofZSeletRecords ole 54 Step 2 of 2 Filter Records o 54 Dialer Time Zone ooo 54 How To Edit Dialer Time Zone 54 Assign Users To Campaigns coe aaa 55 Allow Real Time Leads When Dialing 55 Admin Uninterupted Dialing 55 Users UninteruptedDialing 56 Table of Contents cont Reports 57 BOWE lead e sos Z 0 params eros n 57 Filters of this report include 57 Results Display inma oy ee Re He ow ee GS 58 Duplicate Leads o o 58 Lead Summary aer aa EIItILTSt t 99 58 UN aeee ee ee ee EERE R 58 A A 58 Call Breakdown o leeren 59 Speed to Contact o 59 Lead SOURCE SUMMA errors AER 59 SUMMA
40. Campaign grouping e Remove Batch Delete A Campaign Grouping 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click Delete to the right of the campaign you would like to delete Wireless Check Command Find Wireless Delete Dialer eran Filter DNC None lia Delete Dialer None E Delete Dialer None Lu Delete Dialer 4 Click Confirm Delete Please Note Deleting a campaign deletes the grouping of records but does not delete the individ ual records from your DYL account You will still be able to search for these contacts call them email them and see past notes phone calls Remove Batch Allows you to permanently delete campaigns re cords 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click Manage Uploaded Lists 4 Click Remove Batch Options Re Map Fields Remove Batch Re Map Fields Confirm Remove Cancel 5 Click Confirm Remove Please Note e Deleting a group of uploaded records this way permanently removes them from your account You will no longer be able to search for these contacts call them email them see past notes phone calls There is no way to reverse Remove Batch Scrubbing Uploaded Lists DYL is one of the only companies that insures you will remain compliant with the TCPA laws and regulations We provide Federal DNC and Wire less Phone Number scrubbing built directly into our Campaign Dialer Scrubbing Against the Fede
41. Click Extensions 4 Look under the Voicemail Mailbox category To Verify Pin Number 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Extensions 4 Look in the PIN column of the Voicemail Mailboxes category How To Delete Voicemails Via Your Physi cal Phone Individual amp Company After accessing your mail box by following the steps above Press 7 Executing Call Actions Via DYL DYL Voice users who have DYL logins are able to complete many call actions via the DYL website Doing so saves time as well as helps control for user error e Click to Dial Placing An Outbound Call Transferring A Call Hanging Up An Outbound Call Leaving A Pre recorded Voicemail Please Note These options are only available to DYL Voice users who have logins Depending upon the deal the admin set up with the sales rep DYL Voice users may or may not have logins Click To Dial Placing An Outbound Call e Click to Dial Records Already in Your Account e Adding Individual Records Click To Dial Records Already In Your Ac cout 1 Login to your DYL account 2 Ontheleft side of the Leads page in the search box type in the name phone number or email address of the contact you wish to call 3 Click Search 4 Click on the blue phone icon to the right of the contact s name number Type Activity Contact Assigned O Jjhfgfddgf 1 12 PM DYL gt Upload Today 888 310 4474 PH A bo
42. DYL Customer Support Team to request a list of suggestion templates Send Email This feature allows you to send out individual email templates that the admins has set up ahead of time When doing so you have the ability to make altera tions to the subject line and email templates as well as edit what email address your email is being sent to from Using Send Email 1 Loginto your DYL account 2 Select the contact record of the lead you would like to email 3 Below the Options category select Send Email Options Send Email Cancel Select Email or Category Quoted Connected 1 2 Weeks B Compose Email Start Email Drip Set Appointment Add To Folder Upload File 4 Use the pop up list to select the category you would like to select an email template from then click Compose Skip this step if your office has not organized email templates into catego ries 5 Use the pop up list to select the email template you would like to send out and click Compose 6 Click Preview to preview the email send Email To Sample gmail com From jangel dialyourleads com subject Question or Concerns with policy i quoted you Attachments O Quote 100 300 100 pdf Cancel Preview C Send Email 7 Click Send Email Start Email Drip Using Start Email Drip e Canceling An Email Drip Please Note leads contacts can be on multiple email drips at once Using Start Email Drip 1 Log into your DYL account 2 Open the co
43. E Send During Hours Between 8 00 AM n and 8 00 PM Default Template For New Leads None B New Customers None Appointment Reminders None B Add for Lead Type Nona Add Lead Type T ereer Update Cancel 3 Checkmark Send SMS to New Leads 4 Set Message Delay to No Delay 5 Select which template you want set as default for New Leads and New Customers 6 Click Update to save Uploaded Lists 1 Create templates under SMS Chat Library 2 In Step 2 of the upload process checkmark Send Group SMS Message Send SMS Message M Send Group SMS Message Send SMS Template n 3 Select template you want instantly sent or type up a fresh text message in the box provided 4 Complete Step 2 as usual 5 Click Import Data and the group sms will be sent out once upload completes Delayed Texts Texts can be scheduled to be sent at a future time date These delayed texts can also be cancelled prior to being sent out Delayed Automated SMS for New Leads e Delayed Individual SMS Cancel Delayed SMS Delayed Automated SMS for New Leads 1 Create templates under SMS Chat Library 2 Click Edit Settings 3 Checkmark Send SMS for New Leads 4 Select Message Delay time and between which hours you want SMS sent 5 Select which template you want set to default for New Leads 6 Click Update to save Delayed Individual SMS 1 Create templates under SMS Chat Library 2 Click into
44. Edit Days Times click on the pop up lists to read just days times of Automatic Call Back Attempts 5 Click Update to save changes Retry Calls Missed By Agent With DYL if you miss an internet lead related phone call depending upon your settings DYL will call you back up to 2 times prompting you to make your call 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Automatic Call Back 4 Attempts Select how many times you would like the system to call the phones again due to a Missed By Agent result e No Retries 1 Retry e 2 Retries 5 All Leads Select which leads the system will generate an automatic retry call e Retry New Leads Only System will only generate retry calls for new leads that have recently been received into the system only Retry All Missed Calls System will gener ate retry calls for ANY automated calls which include new leads call backs and appointment follow ups 6 Delay Select the amount of time to pass before receiving another attempt to call a lead that was Missed By Agent 7 Click Update Clear Queues This feature allows you to clear out built up calls Please Note This feature is only typically necessary for cus tomers who use DYL on an inconsistent basis Once a queue has been cleared there is no way to undo this action How To Clear Queues 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Automatic Call Backs D
45. Folders e How To Create A New Folder How To Delete A Folder List Of Default Folders e Hotlist This is the only user specific folder It helps each user keep track of their hot leads Please Note e Users cannot access each other s Hot List The admin can access any user s Hot List e Customers This folder is automatically popu lated when a contact record is marked with the Dispositions Already Sold and New Sale e Dispositions Each Disposition ties in with a folder When you select a disposition for a contact record it is automatically copied into that respective Disposition Folder How To Sort Leads Into Folders General Folders 1 Loginto your DYL account 2 Open the contact record DYLMANUAL 37 3 Click Add To Folder 4 Select the folder you want to move the contact into from the pop up list Options send Email Start Email Drip Set Appointment Add To Folder select Folder New Folder E New Folder Cancel A Add To Folder 5 Click Add To Folder Hot List 1 Loginto your DYL account 2 Open the contact record 3 Click Add To Hotlist How To Create A New Folder e Via he Folders Tab Via A Contact Record Via The Folders Tab 1 Loginto your DYL account 2 Click the Folders tab 3 Click Add New Folder 4 Type in the name you want to assign to your new folder 5 Click Add Folder Via A Contact Record You can create a new folder at any time from
46. Group e IVR Menus e Direct Extension e Voice Mailbox e Forwarding Number e Conference Room e Fax Receiver Call Routing Locations Descriptions Ring Group allows a group of extensions to receive calls when a particular phone number is dialed Example John Doe has 2 different advertised phone numbers one for service the other for sales If a customer calls into his service phone number the call will only be directed to extensions included in the Service Ring Group IVR Menus Auto Attendants gives inbound callers the ability to direct themselves to a particular extension department forwarding number Example John Doe has one advertised phone which customers use to call for both sales and service If John sets up an IVR that says Press 1 for sales press 2 for service when a caller trying to reach sales presses 1 he or she will only be directed to the extensions in the Sales Ring Group Direct Extension designate a phone number to ONLY ring to one specific extension Voice Mailbox route phone calls straight to a voice mailbox Forwarding Number set calls to forward to num bers outside of your DYL account Example John Doe is out of the office If he wants to receive phone calls made to his office phone number while out in the field he can forward calls to his cell phone number Conference Room allows you to host a conference between multiple callers Fax Receiver designate one of your phone
47. Loginto your DYL account 2 Click into the contact record of the lead you would like to keep 3 Click Edit Information 4 Click Merge Record Phone 2 Unknown Address 453 Tremble Ave Address 2 City Columbus State Ohio B Zip 43201 Company Occupation Other ps Date of Birth 2 1 1953 56 Facebook J 5 Search For Record To Merge With Enter the Name Phone Number or Email address of the record s you wish to merge into the record you presently have open 6 Click Search Merge Record Cancel Update Information 7 Select the particular record from the search re sults which you wish to merge and click Merge Records Search For Record To Merge With urs Phone Email or ID Cancel Search Found 3 Page 1 Name Type Received Llc Dyl Contact 2014 04 02 9 Dyl Contact 2012 10 30 DYL hfgfddof 2012 02 08 nn Merge Records Repeat process to merge multiple records as you can only merge one record at a time SMS Texting This feature allows you to send and receive text messages straight from your DYL account When texting via DYL you have the option to send the lead a template which has been typed out ahead of time or type out an new text on the spot Please Note For non phone system customers DYL provides you with a free phone number for texting purposes If someone you are texting tries to call
48. Section For complete setup instructions see fg 75 Misc Phone System Features Local Area Code Set Up When using DYL the area code entered here allows you to perform normal 7 digit dialing For all out side area codes normal 10 digit dialing is required How To Program Your Local Area Code 1 Login to your DYL account 2 Click the Settings tab 3 Click Phone Numbers 4 Click Edit Area Code Local Area Code set a local area code for 7 digit dialing Area Code bd Update Cancel 5 Type in the 3 digit area code you would like to program 6 Click Update The setting does not go into effect immediately Webpage Launcher The Webpage Launcher has the ability to bring up a particular webpage any time you answer an inbound call while logged into DYL This setting needs to be edited on a user by user basis Setting Up Admins Webpage Launcher Setting Up Users Webpage Launcher Setting Up Admin s Webpage Launcher 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Phone Numbers 4 Click Edit Launch URL Webpage Launcher Open URL when an inbound phone call is answered Launch URL Update Cancel 5 To the right of Launch URL paste the URL of the webpage you would like to automatically open 6 Click Update Please note For assistance in configuring your browser settings please reach out to the DYL Cus tomer Support Team Setting Up Users Webpage Launc
49. YLMANUAL 45 4 Click Clear Queues Clear Queues Call Now List OLeads Appointments 1 Leads Callbacks OLeads Uncalled List v Clear Leads Received Before 5 Leads Dec Dy 10 2014 i Check Lead Count Cancel 5 Check off the boxes to the left of each queue you would like to clear Call Now List e Appointments e Callbacks Uncalled Leads UNNECESSARY Clear Leads Received Before allows you to clear calls queued up for leads from the above queues received before the date you specify 6 Click Check Lead Count 7 Click Clear Queue Contact Forms This setting is ONLY applicable to DYL Software users If you are just using DYL Voice and have not addition ally signed up for DYL software this feature is not applicable to you With this setting you can create HTML forms which you or your technician can then add to your business website Preview Name Phone Number Email Address City State Zip AK Note Submit Edit Delete Reset Form When visitors to your website fill out this form the information that they fill out will filter into your DYL account Their information will be treated identically to how real time leads from internet lead vendors are treated By that we mean If this lead comes in during your designated normal business hours DYL will ring your phone and prompt you to call this lead If you do no
50. abled then you will need to add DYL as a safe cite e DYLMANUAL 83 Click Edit Launch URL Webpage Launcher Open URL when an inbound phone call is answered Launch URL Edit Launch URL w Paste in the URL of the web page you would like to pop up every time you receive an in bound phone call Click Update Change Password 2 Click the Settings tab 1 Click Change Password Options Change Password t Type in your new password Retype your new passwor d Click Set Password Email Signature 1 Ze Click Edit Signature Preferences Click Edit Settings Email Signature Tony Thomas Back to Additional Users Email Settings Update Cancel Use My Signature M Default Template Email 1 Template Presets Name Tony Thomas Company Name Email Phone 888 310 4474 Click Update
51. aign amount of leads marked with such dispositions and the respective percentage of leads marked with such disposition from the total within the campaign Bad Breakdown of which specific bad negative dispositions were selected per cam paign amount of leads marked with such dispositions and the respective percentage of leads marked with such disposition from the total within the campaign User Call Statistics View a summary of calling time This report can be emailed to the Admin on a Daily Weekly and or Monthly basis 1 Select the timeframe you are interested in receiving a report for either by Timeframe or Selected Date s DYLMANUAL 61 2 Click Go e Calls Amount of calls made Total and by User e Calls gt 2 Min Amount of calls greater than 2 minutes Total and by User e Connected Time Total talk time of all calls combined Total and by User e Call Type If the call count talk time was by Outbound press 1 Campaign Dialer or Inbound for phone system customers e Activity Statistics of activity per user How many leads they ve added to their Hotlist how many appointments have been set by user how leads were marked Sold by user how many notes were made by user how many emails were sent out by user Phone System Phone System Call History View a history of individual calls Voicemail History View a history of voicemails received Call History Detailed list of all inbound and
52. ail on pg 16 e Caller ID Specify what 10 digit numeri cal caller ID is displayed when this user makes outbound calls via DYL Click Update Additional User Options e User Permissions e Change Password Email Signature User Permissions Users normally have limited access to the Settings and the Campaigns tabs and normally have no ac cess to the Reports and the Billings tabs Users also normally do not have the ability to assign leads to users other than themselves The admin can however grant any all user s per mission to access any all of these areas abilities 1 Click Update Details to the right of the user you would like to grant permissions to 2 Click Edit Permissions 3 Check the boxes to the right of each permission you would like to grant to this user User Permissions Settings Access Reports Access AA Billing Access Assign Leads DOE Manage Campaigns Update Cancel kaa 4 Click Update Please Note DYL strongly recommends only granting the office manager access to the Settings and the Billings tabs because Granting a user access to Billing will allow DYLMANUAL 67 them to process transactions Granting a user access to Settings will allow them to alter any and all settings Change Password 1 Click Update Details to the right of the user who s password you would like to change Click Change Password Type in the desired new password twice Click S
53. ails DYL MANUAL e Call Result Selected Leads or All Pages Assigned To Narrow results down to leads only assigned to a certain user unassigned leads or Any Campaign Narrow results down to include only leads from a certain campaign or Any Folder Narrow results down to include only leads within a certain folder or Any Lead Type Narrow results down to include only certain lead types i e Auto Home etc or Any Lead Source Narrow results down to include only certain lead sources i e Upload Call from a certain lead vender etc or Any Disposition Narrow results down to include only leads of a certain status disposition or Any Has Notes Narrow results down to display only leads that have notes or Any Customer Narrow results down to display only leads that are customers only leads that are not customers or Any Deleted Only display leads that are or are not deleted Show Designate how many results you want to display per page 57 Results Display ID Source Lead ID and source of lead Cust If the lead is a customer Type Lead type Contact Name Number City State of lead Received Activity Depending on which filter was selected this will be timestamp of when lead was received or the latest activity Assigned To Which user the lead is assigned to Latest Note Disposition Current disposition status of the lead Duplicate Leads This report helps keep track of the duplicat
54. any contact record 1 Loginto your DYL account Open the contact record 2 3 Click Add To Folder 4 Leave selection on New Folder and in the blank box below pop up list type in name of new folder 5 Click Add Record Please Note e There is no maximum amount of folders an ac count can have e Leads can be in several Folders at the same time e A lead can be removed from any folder by clicking on the red X located within the contact record in the Folders section below Options In Folder d Competitor 2 How To Delete A Folder 1 Loginto your DYL account 2 Click the Folders tab 3 Click the red X to the right of the folder you would like to delete 4 A box will pop up asking you if you really want to delete this folder click OK Please Note The folder cannot be deleted until it is emptied Important Lead Manager Settings Users Can Access Determine which contact records Users can access Refer to pg 68 e Customize Dispositions Add Edit Disposi tions Refer to pg 70 e Re Assign Leads Mass re assign unassign contact records Refer to pg 68 Voicemail Drop Setup Create pre recorded voicemails to leave your contacts Refer to pg 73 e Email Management Refer to pg 76 e SMS Chat Management Refer to pg 80 Mah Reports Browse Leads see pg 57 under Reports sec tion e Duplicate Leads see pg 58 under Reports section e User Call Statistics see pg 61 under Reports
55. art A Campaign How To Leave A Pre recorded Voicemail How To Hangup After Speaking With A Lead Or Leaving A Live Voicemail How To End A Campaign Dialing Session How To Start A Campaign 1 2 9 Log into your DYL Account Click on the Campaigns tab a Admin Login Select Dialer to the right of the list you want to call through This will take you to the correct place to start making calls b User Login You will already be in the cor rect place to start making calls Click Start Dialing nd Ready To Dial Start Dialing E 4 Answer Call a Click Press 1 button on the website Leaving A Pre recorded Voicemail 1 Ifyou have multiple voicemails assigned to you select the voicemail you would like to leave from the pop up list 2 Click Voicemail 3 Click Refresh to go to next call Status Hanging Up When Not Leaving A Pre recorded Voicemail 1 Click Hangup 2 Select a Disposition if made contact 3 Click Send Email or Start Email Drip if emailing has been configured if it is appropri ate to send emails in this situation Set an Appointment if call back needed Add To Folder if necessary Make Note if necessary JU 2 Mb Select a Call Result to go to next call DYLMANUAL 53 Ending A Campaign Dialing Session L 2 3 4 5 6 de 8 9 Click Hangup Physically hangup your phone Select a Call Result Select a Disposition if made contact Click Send Emai
56. ax History Via Email Via Fax History 1 Login to your DYL account 2 Click Fax History top right 3 Onthe right side specify a Direction of faxes you would like to view as Faxes Received or Faxes Sent 4 On the left side specify a Timeframe or a Start Date End Date you would like to view faxes from 5 Click Show Faxes Via Email 1 Open the email from DYL 2 Click the attachment to download the fax file Faxing Settings e Forward Fax Notifications e How To Designate A Faxing Number Forward Fax Notifications Determines which email address es will receive faxes via email notification By default faxes will ONLY be sent to the email address the admin uses to login to DYL By editing this setting the admin can have faxes sent to an unlimited number of ad ditional email address via email notification How To Setup 1 Login to your DYL account 2 Click the Settings tab 3 Click the Contact Information option located on the left side of the screen 4 At the bottom of the page click Edit Addi tional Emails DYL MANUAL Forward Voicemail amp Fax amp SMS Notifications Notifications Multiple emails can be separated by commas Notifications will not be sent 25 Company Voicemails Inbound Faxes SMS Messages Update Cancel M 5 Add email address es to the right of Inbound Faxes Multiple emails must be separated by commas Please Note If the admin would like other
57. being recorded Faxing DYL is a paperless fax service which allows you to easily send faxes in Microsoft Word and Adobe PDF formats DYL assures that every fax sent or received is properly logged This means that once you send or receive a fax it can be re downloaded at any point in the future Additionally DYL emails a copy of every received fax to the admin or any other specified users Send a Fax Please Note Only one file can be sent per outbound fax e Since DYL is an internet faxing service you will not be able to send or receive faxes via a physical fax machine However if you send a fax to someone with a physical fax machine the fax will be delivered successfully File must be in pdf doc docx rtf format and under 25MB e Anyone user with a DYL login can send access faxes How To Send A Fax 1 Login to your DYL account 2 Click Send a Fax Fax Send a Fax Fax History User Status Michael Tickett Paused Unpause Howard Mika Paused Unpause Ron Mar Paused Unpause Jim Thomas Paused Unpause First Last Active Pause 3 To the right of File to Fax select the file you would like to upload 4 To the right of Send Fax To type in the 10 digit phone number you would like to fax this file to 5 UNREQUIRED if you would like to attach a cover page check the box next to Include Cover Page and fill out the fields to the right of Cover Page 6 Click Send Fax Retrieving Faxes Via F
58. ckDial This is covered in the Quick Dial section of this manual For information see pg 45 Phone System Please Note This entire category is exclusive to DYL Voice and thus is covered in the DYL Voice section of this manual For information please refer to pg 1 Email Management This category allows you to create email templates email drips and automatic forwarding Email Management Email Library Edit your library of email templates Email Follow Up setup automatic email drip sequences Email Forwarding Forward leads to additional email addresses Email Library Creating New Email Templates e Adding Text To Editing An Email Template e How To Create A New Category General Email Features Described How To Access This Area 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Email Library Creating New Email Templates 1 Click Add Email 2 To the right of Email Name type in the name you would like to assign to this email Account Settings Email Library Back To Email Follow Up Email Library Show Category General Hd Go Add Email Create Cancel Na 3 Click Create This will cause the name of your email template to pop up below on the Email Library page Adding Text To Editing An Email Template 1 Click the name of the email template you would like to add text to edit This will direct you to a page where you can add text to edit your email templat
59. cted sequence will be sent out any time a lead is marked with a disposition with a New Customer status Email Forwarding This setting allows DYL Lead Buyers to Forward real time internet leads purchased from DYL to any as many email addresses as you would like e DYL Software Users designate a particular user to receive software notifications for inter net leads purchased from DYL SMS Chat Management SMS Chat Library Edit your library of SMS templates SMS Chat Numbers Numbers enabled to for SMS texting How to access this area 1 Login to the admins DYL account 2 Click the Settings tab 3 Click SMS Chat Library SMS Chat Library e How To Create SMS Templates e HowTo Edit SMS Templates How To Create SMS Templates 1 Log into the admins DYL account 2 Click the Settings tab 3 Click SMS Chat Library 4 Click Add SMS Chat Template Account Settings SMS Chat Library Back To Settings SMS Chat Library Add SMS Chat Template dd Message Name Message Text i NAME am following up on the auto insurance quote we discussed a few days go Command Following Up Edit Delete Greeting Hi first Call me back at 626 408 2662 James Angel Edit Delete Happy Holidays NAME Us here at your INS company wishes a Happy Holidays Edit Delete S FIRST 6 5 am putting a competitive quote together for you based on the information receive NAME is this awesome or what Edit Delete The quote f
60. d from the automatic callback sequence e Remove If a disposition with this status is marked a contact record on the automatic callback sequence WILL be removed from the automatic callback sequence 8 Designate Customer Status determines how if this disposition affects the contact record s status as a customer e No Change This disposition will not change the contact record s status as a customer e New Sale The contact record will be sorted into the Customers Folder and the New Customer email drip will be initiated if New Customer email drip has been set up e Current Customer The contact record will be sorted into the Customers Folder e Cancelled Customer The contact record will be sorted out of the Customers Folder 9 Designate where the on this disposition will appear e ln Pop Up List Dispositions with this status will display in the pop up list section the Dispositions category e On Page Dispositions with this status will populate under the main section of the Dispo sitions category 10 Click Add Disposition or Update Deleting A Disposition 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Customize Dispositions DYLMANUAL 71 4 Click Delete to the far right of the disposition you would like to delete 5 Click Confirm Delete Please Note All contact records that were marked with a deleted disposition will be set by default to the None disposition Additionally
61. e 2 Click Edit Template Template Details Email Name Email 1 Category General B Add New Category Layout Basic Email H4 Update Cancel A Email Name Edit the template name Category Creating different categories for the email templates you create will keep your email library neatly organized If you only intend on only creating a few email templates leaving this option set to Gen eral is sufficient Ifyou intend on creating many different email templates for various different purposes ie new leads quoted leads cross selling op portunities x dates win backs etc then creating categories will be helpful e Layout Determines how the email template will be formatted e Basic Email Includes all General Email Features e Basic No Photo Disables the Signature Photo e Follow Up Basic Includes all General Email Features It also allows you to upload an additional photo into the email tem plate 3 Click Update DYLMANUAL 77 How To Create A New Category 1 4 Click the name of the email template you have already created Click Add New Category To the right of Category type in the name you would like to assign to your new category Email Name Email 1 Category Add Category Cancel k e Layout Basic Email Click Add Category General Email Features Described Call Me Now allows leads that you email to request a call from you by click
62. e Contact Displays the caller s phone number and if available the caller s Name City State associated with the caller ID e Voicemail Contains a Download link Clicking on it allows you to listen to save your voicemail e Mailbox Designates which extension mailbox the voicemail was left in Length The duration of the voicemail Via Email All voicemails will be delivered via email e Company Voicemail Box e ndividual Voicemail Box e How Listen To Voicemails Via Email Please Note Deleting this email will NOT delete your voicemail from your the Voicemail History or from your physical phone Company Voicemail Box Voicemails left in a company voicemail box will be sent as mp3 files to the email address used to login to the admins DYL account Please Note Voicemails can be sent to email ad dresses instead of in addition to the admins login email Individual Voicemail Box Voicemails left in an individual extension mailbox will be sent as mp3 files to the email address associ ated with that extensions DYL login Please Note e Voicemail email notifications for individual mailboxes cannot be forwarded to additional email addresses e Not all DYL Voice users have a DYL login If a particular DYL Voice user does not have a DYL login DYL will not be able to deliver voicemails left in this mailbox via email How To Listen To Voicemails Via Email 1 Open the email from DYL Display Fields Contact who
63. e leads your vendors send you Summary Reports summary Reports Lead Summary View a summary of leads received Lead Source Summary Compare results of lead providers Campaign Dialing Summary View a report of campaign dialing activity User Call Statistics View a summary of calling time Lead Summary View a summary of leads received This report can be printed or download as a pdf file 1 Select the timeframe you are interested in receiving a report for either by Timeframe or Selected Date s 2 Click Run Report Summary Leads Received Number of leads received into your account within timeframe selected Leads Called Of your leads received how many were called e Leads Reached Of your leads received how many were marked as Reached call result nstant Connects Of leads received how many were instant connections when the lead first entered account and DYL called you you answered and dialed out to lead Calls e Total Calls Total calls DYL placed to your office Total Agent Calls Total DYL placed to your office which were completed by a user pressing 1 e Calls Per Lead Average number of times each lead was called e Total Reached Total calls that were marked as Reached call result e Missed By Agent Calls that were missed DYL called for a lead to be dialed because there was an Active status but the call was not answered or Press 1 was not selected be
64. eave your pre recorded voicemail How To Edit Wait For Beep Option 1 Click Edit Option Back To Settings Voicemail Instructions Press 5 on your phone to leave a voicemail Only ONE voicemail message will be left for each lead Wait For Beep Option Wait For Beep Automatically Press Voicemail Button At Any Time Edit Option 2 Select either e Wait For Beep Automatically Press Voice mail Button At Any Time Allows you to leave your pre recorded voicemail at any point after the answering machine picks up OR e Press Voicemail Button After Beep Mes sage Plays Instantly Requires you to wait until after you hear the answering machine s beep to leave your pre recorded voicemail Please Note e Wait For Beep Automatically Press Button At Any Time accurately leaves the full pre record ed voicemail 95 9896 of the time nasmall percent of cases however the set up of some voicemail boxes confuses the DYL programing This can cause your voicemail to be partially cut off e Given this issue we strongly recommend using the Press Voicemail Button After Beep Mes sage Plays Instantly to insure your message is left in full every time Voicemail Setup Call In Number To set up outbound pre recorded voicemails please follow the instructions on the screenshot below Please Note Non DYL Voice customers must dial the 888 number DYL Voice customers can either dial the 888 number or the EXT Voicemail Setup Call
65. ected Date s User Search dialing activity of specific users Lead Source Search dialing activity based on specific source Customer Search dialing activity based on customer status any lead only include custom ers or only include non customers Answered Search dialing activity based on calls answered any calls only calls answered or only calls unanswered Call Length Search dialing activity based on call length any greater than 60 seconds greater than 90 seconds greater than 2 minutes or greater than 5 minutes Lead ID Search dialing activity based on a specific lead id Show How many results you want to view per page Results Display e D Lead ID and link to the lead s contact record e Source Type The source and type of the lead e Cust Customer status e Contact Name and number of the lead dialed and link to the lead s contact record e Disposition Status selected e Cal Time Time the lead was dialed e User Which user dialed the lead e Call Result Result of the call e Length Length of the call Notes History View a history of notes created This report can be exported onto a csv or Excel file Filters Of This Report Include Timeframe or specify Selected Date s e Appointments Show appointment Notes Yes or No e Show How many results you want to view per pase Results Display e Lead Name of the lead and link to their con tact record e Timestamp Date and time the no
66. ection DYLMANUAL 13 How To Create Caller IDs 1 Log into the admin s DYL account 2 Click the Settings tab 3 Click Phone Numbers Caller ID Selection Digit 1 H Add Selection Cancel MM Digit Caller ID Number 2 626 408 2662 4 Click Add Caller ID Selection 5 Digit Select the digit you would like to associ ate with this caller ID 0 9 6 Caller ID Number Type in the 10 digit caller ID you would like to associate with the digit you have selected 7 Click Add Selection How To Utilize A Caller ID Selection 1 When making an outbound call dial followed by the digit associated with the caller ID you would like to display 2 Dial the 10 digit phone number you would like to place a phone call to Please Note When utilizing this feature you must initiate your call via your phone s keypad you CAN NOT initiate it via the Click to Dial feature e You must dial the area code of the number you are calling even if you are calling out to your Local Area Code State Caller IDs This setting allows you to set up by state caller ID overrides If you create a State Caller ID for a particular state it will automatically display anytime your office dials out to this state Why this is useful Allows you to mask your caller ID when dialing to another state Since this setting it applicable to DYL Voice Users and Non DYL Voice users it is described in full outside of the DYL Voice
67. en identified as customers may be included in the campaign e No Contacts that have been identified as customers will not be included in the new campaign 10 11 12 13 14 DYLMANUAL 49 State Select Any or a specific state e Any Contacts from any state may be included in the new campaign e A specific state ONLY contacts from the specific state selected may be included in the new campaign Call Results Specify which Call Results should should not be included in the new campaign by selecting either include or exclude next to each Call Result Dispositions Specify which Dispositions should should not be included in the new campaign by selecting either include or exclude next to each Disposition Timeframe Or Specify Start Date End Date Type Specify a type from the pop up list By Field Filter by field values Click Count Records Step 2 of 2 Select Campaign 1 Select Campaign select Create New Campaign to add the records to a new campaign or select the name of an existing campaign to add the records to New Campaign Name If you are adding the records you have selected to a new campaign type in the name of your new campaign Identify Wireless check off if you would like to identify all cell numbers within this campaign Remove Disconnected check off if you would like to delete contacts with disconnected phone numbers Click Add To Campaign Methods Of Deleting Campaigns e Delete a
68. erify The Mailbox Number Look under the Voicemail Mailbox category Most offices only have need a Mailbox 300 but if you require separate mailbox a Click Add Mailbox b Name your mailbox c Click Add Mailbox again to save Voicemail Mailboxes Add Mailbox Name Company Mailbox 2 Add Mailbox Cancel 4 Name Mailbox PIN Options Company Mailbox Mailbox 300 4717 Bob Dunn Insurance Mailbox 301 8228 Delete Mailb 6 Enter in your 4 digit pin number followed by To Verify Your Pin Number Look in the PIN column of the Voicemail Mailboxes category 7 Follow the prompts directions Individual Mailbox 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Extensions 4 Dial 500 on a phone that has been configured to work on DYL 5 Follow the prompt directions Setting Up Call Routing e Business Hours Call Routing After Hours Call Routing Business Hours Call Routing Allows you to configure exactly where to whom your calls will be automatically routed during nor mal business hours Please Note Calls made to a particular phone number will route according to Business Hours Routing 24 7 unless you configure After Hours Call Routing For instructions see the next section Setting Up Business Hours Routing 1 Login to your DYL account 2 Click the Settings tab 3 Click Phone Numbers You will be taken to a page where all your phone numbers will be listed as well as
69. et Password Email Signature By default any time an email is sent out to a lead via DYL the admin s Email Signature will be attached Alternatively settings can be configured so that each user account has a unique Email Signature 1 p Click Update Details to the right of the user who s email signature you would like to config ure Click Edit Settings Template Presets Name Tony Thomas Company Name Email Phone 888 310 4474 Address City Los Angeles State CA Zip 90056 Website Facebook License Number Check off the radio box to the right of Use My Signature Fill out the signature fields Click Update 6 Click Upload New Image 7 Choose the jpeg file you would like to upload 8 Click Upload Delete Users 1 Click the red X to the right of the user Additional User Accounts These users will have access to your leads but not your settings or billing information Name Status Login Inbound Line Caller ID Commands 1 Tony Thomas Paused Unpause Ext 100 888 310 4474 Update Details TT dyl com 2 Mary Stevens Paused Unpause 555 000 0101 4444 aol com 3 Bob Dawn Paused Unpause Never Ring 1234 gmail com 888 310 4474 Update Details X R RA 888 310 4474 Update Details Add New User 2 A box will pop up asking if you really want to delete this user Click OK Lead Routing DYL Software Users Lead routing determines how in
70. ew internet lead ven dor and have already completed Step 1 3 The DYL Customer Support Team will for ward your request to the DYL Tech Team 4 The DYL Customer Support Team will inform you when your request has been completed Completion ETA The DYL Tech Team is typically able to complete the integration process within 24 72 hours Depending on how busy they are your request could potentially take a little longer Call Order Call Order allows you to determine how internet leads will be distributed to your users Please Note This setting is only important for ac counts with more than one seat How To Edit Call Order 1 Log into the admins DYL account 2 Click the Settings tab 3 Click User Accounts 4 Click Edit Lead Routing Lead Routing Call Order Round Robin Ss Users Can Access All Leads ME Update Cancel marr 5 Select a call order option from the pop up list to the right of Call Order e Round Robin Internet leads will be evenly distributed based on user availability Please Note Users are considered to be unavailable if they are already on a lead call or if their status is set to Paused By User Number Main Line First All DYLMANUAL 43 internet leads will first ring the admin If the admin is unavailable or does not answer the lead will be sent to the first available user in order of User Number By User Number Main Line Last All internet leads will be
71. ezone My Timezone Dialer Time zone Schedule Allows you to signify to DYL when it is appropri ate to dial leads from other timezones when using the campaign dialer This is particularly useful if you wish to make calls early in the morning or late in the evening off of a spreadsheet containing leads from multiple timezones Please Note This setting is only applicable to Soft ware Users who are using the Campaign Dialer This setting is covered in detail on pg 54 Automatic Call Backs This setting allows you to e Ret the maximum number of Automatic Call backs a lead that is unreached will receive Set the amount of times DYL should call your office back if your office misses a call from DYL e Clear out queued up calls you no longer wish to make Please Note This setting is only applicable to DYL Software Users who are using Quickdial This set ting is covered in detail on pg 44 Voicemail Drop Setup In this area you can create Pre recorded voicemails to leave when a lead s answering machine picks up and configure related settings Wait For Beep Option DYLMANUAL 73 Voicemail Setup Call In Number Voicemail Messages Default Voicemail How to access this area 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Voicemail Drop Set Up Wait For Beep Option The Wait For Beep Option determines whether or not you need to wait until after you hear the an swering machine s beep to l
72. fore the call timed out Call Breakdown e Leads Called Times Count of leads called how many times Not called called once called twice etc e 96 Leads Called Times Percentage of proceeding row Leads Reached On Call Count of leads marked Reached on which call First call second call etc 96 Leads Reached on Call Percentage of proceeding row Speed To Contact e Lead Count Number of leads received during Business hours 9 5 vs Total including after hours e Average Speed to Call Average speed to call leads starting from once they are received into the account Business hour leads vs Total Average Time to Reach Average time to reach leads starting from once they are received into the account business hour leads vs all e Disposition Breakdown Count of leads under dispositions selected within the timeframe selected DYLMANUAL 59 Lead Source Summary Compare results of lead providers This report can be printed or download as a pdf file 1 Select the timeframe you are interested in receiving a report for either by Timeframe or Selected Date s 2 Click Run Report Summary e Total Leads Leads received into your ac count within timeframe selected per source by count and percentage e Leads Reached Of your leads received how many were marked Reached call result per source by count and percentage e Marked Sold Of your leads received how
73. happens to this call if it goes unanswered within the allotted timeframe 2 Click Update IVR Menu Voice Prompts e Recording Uploading an IVR message Editing IVR Name Configuring Prompt Op tions Misc IVR Settings Recording Uploading An IVR Message You can either verbally record a new IVR Message or you can upload a preexisting audio recording How To Record Your IVR Menu 1 Log into the admins DYL account 2 Click the Settings tab 3 Click IVR Prompts 4 Dial 888 310 1568 from any phone or Ext 520 from a phone which has been configured to DYL DYLMANUAL 5 Enter your 7 digit IVR pin 6 Press to record a new IVR message 7 Press when finished recording Doing so saves your recording 8 To listen to your recording press 1 to re record press 2 Uploading An IVR Menu 1 Log into the admins DYL account 2 Click the Settings tab 3 Click IVR Prompts 4 Click Upload Audio File IVR Prompt Messages Upload Audio File Senn Menu 3 File Choose File No file chosen Upload Audio File Cancel Upload mp3 or wav files It may take a few minutes to process your upload 5 Type the name you would like to assign to your IVR Prompt 6 Click Browse to select your audio file Please Note The file must be in mp3 or wav format 7 Click Upload Audio File Editing IVR Name Configuring Prompt Options Misc IVR Settings Editing IVR Name 1 Log into the admins DYL
74. heduled call Automatic Call Backs Appointments e Uncalled Only uncalled leads Call Now 10 Leads Uncalled Leads 10 Leads Stopped Start Call Queue Box Call Now This number reflects leads that had a schedule Call Back that was missed and is in queue to be dialed once a user becomes active Please Note e A user must have an Active status in order for DYL to automatically prompt you to call through the queue This number reflects all Call Now leads regard less of assignment e This number reflects all Call Now leads on Leads tab and in Folders When sorting leads by Call Back Call Now leads that have been sorted into folders will not display Uncalled Leads his number reflects all Uncalled internet leads These leads will not automatically call your phone even while on an Active status You can call through your uncalled leads one at a time by sorting your leads for Uncalled and clicking to dial blue phone icon or call through all back to back To automatically call through your Uncalled leads back to back you need to have an Active status and then click the blue Start button located directly to the right of the Uncalled count Please Note Clicking the blue Start button will push the calls to any users with an active status Contact Records e Methods of Adding Records e Editing Information e Merging Records Methods Of Adding Records Uploading Lists Multiple records can be added at
75. her 1 Loginto the users DYL account 2 Click the Settings tab 3 Click Edit Launch URL 4 In the box provided paste type the URL of the webpage you would like to automatically open every time you receive an inbound call 5 Click Update Please note For assistance in configuring your browser settings please reach out to the DYL Cus tomer Support Team Music On Hold Music On Hold allows you to upload your own audio file to be played when calls are ringing in placed on hold and being transferred By Default jazzy music will be played when calls are placed on hold and being transferred How To Upload Custom Audio Files e How To Change Audio Selections How To Upload Custom Audio Files 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Music on hold 4 DYLMANUAL 15 Click Upload Audio Files Audio Files Upload Audio File Label Hold Audio 1 44 Volume f Reduce Volume Adjust File Choose File No file chosen t Upload Audio File Cancel Upload mp3 or wav files It may take a few minutes to process your upload 5 6 Create a label for the file you are uploading Choose an audio file to upload File must be in mp3 or wav format Click Upload Audio File How To Change Audio Selections 1 2 ce 4 Login to your DYL account Click the Settings tab Click Music on hold Click Change Audio Selections Phone System Manage Music On H
76. ich will detail all the previously uploaded information 888 310 4474 DYL MANUAL Transferring A Call In addition to transferring calls via your physical phone you can transfer calls via your DYL account You must transfer a call via DYL com 21 e If you initiated the call via clicking to dial from your DYL account Ifyou are a DYL Software user and are trans ferring a call initiated by the software How To Transfer A Call To transfer a call via your DYL account you must be on the contact record of the person you are speaking with On the right side of the screen you will see a grey box with a Transfer Call option 1 Click Transfer Call 2 To transfer the call to another user click the Specify Number pop up list and select the User you would like to transfer to To transfer the call to a Ring Group or IVR click the Specify Number pop up list and select the appropriate Internal Extension To transfer the call to any outside number below the Specify Number pop up list type the 10 digit number to transfer the call to Transfer Call Specify Number HH Transfer Cancel 3 Click Transfer 22 Hanging Up An Outbound Call Hanging up on outbound calls via your DYL ac count is more descriptive than just physically hang ing up the phone the old fashioned way When hanging up via DYL com you can designate whether or not you reached the contact as well as set this phone numbe
77. il before or after reaching the answering machine s beep proce dure varies based on account settings e Ifyou are a user you should not attempt to leave a pre recorded voicemail unless your admin has informed you that it is okay How To Leave A Pre recorded Voicemail To leave a pre recorded voicemail for someone you must be on their contact record If You Only Have One Pre recorded Voicemail Assigned to You 1 Click the Voicemail button If You Have multiple Pre recorded Voicemails As signed To You And Want To Leave The Default 1 Click the Voicemail button If You Have Multiple Pre recorded Voicemails Assigned To You And Want To Leave An Alternate Voicemail 1 Select the name of the voicemail you wish to leave from the pop up list 2 Click the Voicemail button Call Recordings All inbound and outbound calls can be recorded Benefits To Call Recordings e Listen to how your staff sound on the phone Use recordings for training purposes e Resolve customer disputes Please Note All call recordings are accessible by all users e Cals cannot be recorded on a call by call or user by user basis Once a call has been recorded neither you nor the DYL Customer Support Team can remove this call recording from your account The recording of future calls can be enabled disabled at the admins request by contacting the DYL Customer Support Team Legal Considerations Some states require you to notify the pe
78. ing a button embedded in the email labeled Call Me Now The Signature Photo is a photo attached to the email signature For instructions regarding how to upload your signature photo see pg 78 Email Follow Up Email Signature Creating Editing Email Drips Email Settings How To Access This Area 1 Login to the admin s DYL account 2 Click the Settings tab 3 Click Email Follow Up Email Signature e Admin Account e User Accounts Via the admin account Admin Account 1 Click Edit Settings 2 Fill out the corresponding fields located under Template Presets Template Presets Name DYL Support Company Name Email service dyl com Phone 888 310 4474 Address 4551 Glencoe Ave Suite 155 City Marina del Rey State CA Zip 90292 Website D YL com Facebook Twitter Google LinkedIn License Number Fax Line Edit Settings 3 Click Save Upload New Image You can have an image of yourself or company logo to appear with your email signature 1 Click Upload New Image 2 Click Choose File to browse your desktop for the photo you would like to upload Agent Photo Height 100 Width 64 The image will be scaled to these dimensions Choose File No file chosen AAA Upload Cancel en ce 3 Select the image you would like to upload and click Open Please Note File must be a jpeg 4 Click Upload Please Note Once an image is uploaded it cannot be removed it can only be replaced by
79. it should display e An extension number The name of the person this extension is as signed If this person has a DYL account and if the Associating Extensions With Logins step has been previously completed e DYL logo and proper time date All Other Phones Older Grandstream phones and all other phones require manual configuration For assistance contact the DYL Customer Support Team 3 Soft Phones You can eliminate the expense of a hard phone and save desk space by using a soft phone Soft phones are free downloadable applications which allow you to make and receive phone calls via your computer Links To Officially Supported Soft Phones DYL can easily integrate with most soft phone ap plications DYL officially supports integrations with 2 soft phones in particular XLite To download go to http www counterpath com x lite download html Zoiper To download go to http www zoiper com en voip softphone down load zoiper3 How To Set Up Soft Phones Contact the DYL Customer Support Team for as sistance with set up Call Routing Call Routing allows you to elaborately customize exactly where to whom your inbound calls will ring You can configure calls not answered by the primary routing location to then be routed to a secondary location You can customize different routing for during business hours vs outside of business hours Call Routing Locations List Of Call Routing Locations e Ring
80. l or Start Email Drip if emailing has been configured if it is appropri ate to send emails in this situation Set an Appointment if call back needed Add To Folder if necessary Make Note if necessary Select a Call Result to go to next call Please Note Folders can be rapidly dialed through just like campaigns Within the folder you would like to dial through click Dial This Folder How Io Filter A Campaign Once a campaign has been dialed through to completion it cannot be called through again until it s been filtered 1 ps Log into the admins DYL account Click the Campaigns tab 3 Click the name of the campaign you would like to call through again 4 Click Filter Campaign Campaign Dialer Filter Campaign Edit Campaign Name Edit Voicemail Message Step 1 of 2 Select Records 1 Choose your filter options e Appointments Exclude or Include leads with Appointments scheduled Recommended to Exclude e Customers Exclude or Include leads that have a Customer status Recommended to Exclude e Remove Exclude Keep or Remove excluded leads in campaign after filtering Rec ommended to Keep e Shuffle Records Check to shuffle the order of your records in the campaign s Reset Voicemail Check to reset all the leads that had been left a pre recorded voice mail Recommended to leave checked e Call Results Select Include for the Call Results you wish to Include in your
81. lders Tab nanena 37 Via A Contact Record llle 38 How To Delete A Folder lle 38 3 QuickDial 40 How To Make A QuickDial Call 40 How To Hang Up A QuickDial Call 40 After Speaking with an Internet Lead 40 After Not Speaking with an Internet Lead 4 Start Transfer Stop Transfer 2 o 42 When Available rn 42 Table of Contents cont When Unavailable llle 42 Integrating Your Internet Lead Vendors 42 Locating Your DYL Lead Email Address 42 How To Have DYL Integrate With ANewVendor 42 TI PvE 43 How To Edit Call Order us arm ica bd a 43 How to Determine User Number 43 Xp e er aatren een 43 How To Edit Schedule aaa 44 Automatic Call Backs ent ee ee oo ee eee eA ee 44 Call Back Attempts nae we 24a UR ooo ow E EUER oe Re d 44 Retry Calls Missed By Agent llle 44 Clear Queues 2 RR RIRR 45 COMCEL 2 2 gt be ots ones eae eh epee ee ee ee 45 How To Create Activate ContactForms 46 4 Campaign Dialer 47 Uploading A Spreadsheet 47 Requirements for uploading llle 47 Step lof2 SelectFile 2 2 ee ee ee 47 Step 2 of 2 Map To Fields 48 Table of Contents cont Step 2 of 2 SelectCampaign 49 Delete a
82. leads from one user to another Please Note This feature can only transfer ALL leads from one user to another It cannot transfer a por tion of a user s leads to another user nor can it transfer leads from one user to multiple other users e Once leads have been re assigned this action cannot be undone How To Re Assign Leads 1 Loginto the admins DYL account 2 Click User Accounts 3 Click Reassign Leads By User 4 Select the names of the users you would like to transfer leads from to Re Assign Leads From Unassigned 112 F To Unassigned Re Assign Cancel 5 Click Re Assign Contact Information Allows you to update e Your Information Change Password DNC Filter Settings e Forward Voicemails and Fax Notifications How To Access This Area 1 Login to the admin s DYL account 2 Click the Settings tab 3 Click Contact Information Your Information Please Note e This affects the information DYL has on file for you not what is displayed to your leads customers DYLMANUAL 69 e Changing your email will change your admin login Changing your phone number will not change your Main Line How To Edit Your Information 1 Click Edit Information 2 Make changes to any of the following fields e Name e Email e Phone e Address Address 2 K City e tate Zip 3 Click Update Change Password This allows you to update change the admin s pass w
83. many were marked New Sale call result per source by count and percentage Calls Agent Calls Total calls made that were completed by a user pressing 1 per source e Calls Reached Total calls that were marked as Reached call result per source Instant Connects Of leads received into account during selected timeframe how many were instant connections when the lead first entered account and DYL called you you answered pressed 1 and marked the call Reached per source Disposition Summary e Good Count and percentage of leads marked with a good positive disposition per source e Other Count and percentage of leads marked with an other neutral disposition per source Bad Count and percentage of leads marked with a bad negative disposition per source Disposition Breakdown Same as above but with the exact dispositions selected Campaign Dialing Summary View a report of campaign dialing activity This report can be printed or download as a pdf file 1 Select the timeframe you are interested in receiving a report for either by Timeframe or Selected Date s 2 Click Run Report User Summary e Calls Count of calls made per user Notes Count of notes added per user Total Call Time Total call time per user Connects Count of calls greater than 1 minute per user Connect Time Count of calls less than 1 minute between 1 2 minutes 2 5 minutes and greater than 5 minutes per user
84. nce Start Delete Edit Add Message Select Timeframe a We Weeks i d Add Message Cancel After Last Message Message 1 Email 1 Select Email y New Lead 1 Week Hj 4 Click Add Message Repeat Sequence 1 Ifsequence should repeat once finished click Edit Repeat Sequence Message Sequence Email Library Edit Sequence Name Preview Preview Message 1 Email 1 Repeat Sequence Repeat Sequence Off Repeat Timeframe Edit Repeat Sequence d 2 Check off the radio box to the right of Repeat Sequence 3 Select the timeframe the sequence should repeat in after the sequence ends 4 Click Update Repeat Email Settings Email Settings Default Sequences Email Settings 1 Click Edit Settings e Send Emails Radio box must be checked off to be able to send emails through DYL Default Template Designate which email template should appear first on the pop up list Email Link Do not edit Leave set to Built In Email Client Click Update Default Sequences Default Sequence option allows you to automatical ly start an Email Drip for the following situations New Leads All New Leads The selected sequence will be sent out any time a new lead is re ceived OR e Add For Lead Type The selected se quence will be sent out any time a new lead of this type is received Example Auto Lead Type Home Lead Type Life Lead Type etc New Customers The sele
85. next calling session and Exclude for the call results that you wish to skip over in your next calling session e Dispositions Select which Dispositions you wish to Include in your next calling session and Exclude for dispostions that you wish to skip over in your next calling session 2 Click Count Records Step 2 of 2 Filter Records 1 Click Filter Leads Filter Campaign sample step 2 of 2 Filter Records 7 records will be reset to Uncalled Filter Leads Cancel ampaign Settings e Dialer Time Zone Assign Users To Campaigns Allow Real Time Leads When Dialing Dialer Time Zone Allows you to signify to DYL when it is appropriate to dial leads from a particular time zone This is par ticularly useful if you wish to make calls early in the morning or late in the evening off of a spreadsheet which contains leads from multiple time zones Please Note This feature is available but it is not automatically activated on all new accounts Please contact the DYL Support Team to have this feature enabled How To Edit Dialer Time Zone 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Schedule 4 Click Edit Dialing Schedule 5 Under the When To Dial column select the radio boxes to the right of the time zones that you would like to place restrictions on Dialer Timezone Schedule Timezone When To Dial Start Dialing End Dialing Eastern M 9 00AM 5 5 00PM i Central M 9 00AM 21
86. ng Custom Schedule Day of the Week Open Open Time Close Time Monday 9 soam ia 5 00PM i Tuesday M 9 00AM i 5 00PM i Wednesday amp som som 1 Thursday Y sow i soom i Friday amp sooam i Soorm 1 Saturday Q 9 00AM 2 5 00PM 2 Sunday 8 AM 5 00 PM di nai Update Cancel DYLMANUAL 11 2 Under the Open column check off the days of the week this phone number will be ring ing For instance if your office is not open on Sunday leave Sunday unchecked 3 Under the Open Time and Close Time categories select the earliest and latest times this phone number should ring according to business hours routing All calls which come in outside of this schedule will ring according to the Route To When Closed setting 4 Click Update How To View Edit The General Office Schedule Please Note If you are a DYL software user editing this schedule may affect aspects of your software For a description of the impact this schedule has on your settings go to pg 71 1 Click the Settings tab 2 Click Schedule 3 Click Edit Schedule A Check the boxes to the left of the days you would like this number to ring according to general office hours Account Settings Schedule Configure your schedule Changes take effect immediately Back To Settings Schedule Day of the Week Open Open Time Close Time Monday E z00AM 1 4 00PM 5 Tuesday E 9 00am 1 5 00PM E Wednesday E 900AM 1 5 00PM 18
87. ng can be altered if a particular user should not be interrupted when dialing Please Note This setting is only important for offices using DYL Software to both dial through Campaigns and call Internet Leads Admin Uninterupted Dialing 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click Disable Allow Real Time Leads When Dialing On Main Line Yes Disable User Uninterupted Dialing 1 2 3 4 Log into the admins DYL account Click the Campaigns tab Click Assign Users To Campaigns Uncheck the radio box under the Allow Real Time column to the right of the user s name who should not be interrupted while dialing Click Update List Of Related Settings Customize Dispositions see pg 70 Voicemail Drop Set Up see pg 73 State Caller ID see pg 75 Email Management Category see pg 76 List Of Related Reports Campaign Dialing Summary see pg 60 User Call Statistics see pg 61 Reports Lead Reports Reports Lead Reports Browse Leads Filter leads and export as CSV files Duplicate Leads View a history of duplicate leads Browse Leads Filter through leads according to fields and export to csv or excel Filters Of This Report Include Timeframe or specify Start and End dates e Sort By Sort results by order of most recently received into system or most recent activity e Include These options specify what informa tion you would like to export e Latest Note e Lead Det
88. ns account with an exten sion e fusers have accounts associate them with their extensions Associating Ihe Admin s Login With An Exten sion 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Set Phone Number 4 If needed select the bubble above Extension in the Main Line field Main Line Ext 100 ed Extension P 213 444 9567 Ext Phone Number Line Options Shared Line Never Ring This Line Caller ID 310 510 6959 Hold Music Original Music H4 Update Cancel 5 Assign an extension to the admin by clicking the pop up list in the Main Line field Main Line AZAL 4 Ext 101 Ext 102 CrwzrspeemgR9567 Ext Phone Number Line Options O Shared Line H ia O Never Ring This Line Associating A Users Login With An Extension 1 Login to the admins DYL account 2 Click the Settings tab 3 Click User Accounts Creating The Users DYL Account if not already done If the users DYL account has already been created proceed to the next category 1 Click Add New User 2 Fill out this user s First Name Last Name 5 Confirm Password Email and Password In the Inbound Line category make sure the top bubble is selected Click on the pop up list to the right of the top bubble and select which particular extension you would like to assign to this user First Last Name First Last Email email gmail com This will be the u
89. ns can be deactivated Email notifications will ONLY be sent to the user whom last sent a text message this lead e Replying to the email does not send a reply text You must open your DYL account to reply to the text List Of Related Settings e SMS Chat Library see pg 80 for set up steps This setting allows the admin to create SMS tem plates Doing so will save users the time and effort of having to repeatedly type out text messages e SMS Chat Phone Numbers see pg 81 for set up steps This Setting allows customers to e Non DYL Voice Customers View your SMS phone number and determine where inbound calls to this number are routed e DYL Voice Customers with more than one phone number Designate which phone number will serve as their texting phone number e Disable enable email notifications e Edit timeframe of email notification Emailing Instead of having to type out every email you send to your contacts you can type templates for different scenarios once save them in DYL and then send them out when appropriate In addition to being able to send out individual email templates you can send multiple automated emails using Email Drips Send Email e Start Email Drip e List Of Related Settings Please Note e Emails sent through DYL will appear to be DYLMANUAL 33 sent from the email address associated with the user sending the email Email Drips have a built in Unsubscribe feature e Contact the
90. ntact record 3 Below the Options category select Start Email Drip 4 Use the pop up list to select the email drip you would like to start Options send Email Start Email Drip Cancel select Sequence Cancellations BE A L Start Sequence 5 Click Start Sequence Doing so will cause a new section to pop up under the Messages category of the contact record Messages Sequence Quoted send 1 12 10 14 2 55 PM Remove Canceling An Email Drip 1 Loginto your DYL account 2 Open the contact record 3 In the Messages category click Remove in the box associated with the email drip you wish to cancel 4 Click Confirm Remove List Of Related Settings Email Library see pg 76 Email Follow Up see pg 77 Appointments Calendar Setting an appointment creates an event in your DYL Calendar It also provides options to generate an automatic call to you at the date and time of the appointment and send an email invitation to the person you are setting up an appointment with Additionally the DYL Calendar can be easily synced with Google Calendar How To Schedule An Appointment Send Email Reschedule Cancel Viewing Your Calendar How To Schedule An Event How To Set Up Google Sync How To Schedule An Appointment 1 2 3 Log in to your DYL account Open the contact record Below the Options category select Set Ap pointment a Select Date Date appointment will occur b Time Time
91. old Audio Selections Ringing Default B Hold Music Default H Transfer Default H Update Audio Selections Cancel 5 6 Click the pop up lists next to Ringing Hold Music or Transfer to change the audio selec tion played when calls are ringing in placed on hold or being transferred Click Update Audio Selections Listen Whisper and Barge This DYL Voice feature allows you to listen to barge in on another extensions call or simply whis g ply per speak to another extension user while on a call Once a user is activated for listening admins are active automatically additional users need to be enabled they can listen to an extension that is on a call by dialing 88 extension number Example 88101 Once connected you will be listening to the con nected call You will then have the following options to activate via your phone s keypad 1 Talk to Remote Party Only 2 Talk to Local Extension Only Whisper 3 3 Way Call Barge 0 Back to Listen How To Enable A User 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Additional Users 4 Click Update Details to the right of the user needing to be enabled Click Update Details 6 Checkmark the Line Option Enable Listen Whisper and Barge Da Line Options O Shared Line O Never Ring This Line S Enable Listen Whisper and Barge Caller ID 888 310 4474 7 Click Update Call History
92. on will begin with 4 and just enter two more digits to assign to the Ring Group 6 Click Update Call Queue Settings After selecting Call Queue and Update you will be able to adjust call queue settings 1 Click Edit Information Back To Ring Groups Name Group 1 Ring Mode Call Queue H Ring Time 1 E Minutes Hold Music DYL Hold Music B Queue Strategy Ring All Queue Exit Key None B Introduction Message None E Direct Extenstions During Introduction Announce Message None Announce Frequency 0 5 Minutes If Nobody Answers 300 Company Mailbox Dn Internal Extension 4 T ommum 7 Update Cancel Ring Time Use the options on the pop up list to designate how long calls should ring Options range from 1 120 minutes Hold Music What callers hear while they wait in the queue Queue Strategy Ring All Round Robin Random Longest Idle Orders calls by longest idling extension e Queue Exit Key Callers can select to exit queue and be directed straight to If Nobody Answers selection Introduction Message Message for all callers to hear upon entering this queue e Direct Extensions Allows direct exten sions to be dialed while in queue Announce Message Announces the caller s position in line e Announce Frequency Determines how frequently the callers are informed of their position in line If Nobody Answers What
93. or the renters policy came out to 10 per month Let me know when you re Renters ready to start it via texting emailing me or calling back this number Your NAME Edit Delete YOUR AGENCY New Lead Edit Delete New Sale 5 Message Name Give the template a name this name will not be seen by the customer it is just for your reference 6 Message Text Type up your SMS template Please Note Templates more than 160 characters will be split into multiple texts Templates can be edited on the spot before sending 7 Click Create How To Edit SMS Templates 1 Log into the admins DYL account 2 Click the Settings tab 3 Click SMS Chat Library 4 Click Edit to the right of the SMS template you would like to edit 5 Click Update SMS Chat Numbers e Forward To Phone Number Non DYL Voice Users e Default SMS Chat Number DYL Voice Us ers e SMS Notifications Via Email DYLMANUAL 81 Please Note This category only appears on the ac counts of Non DYL Voice Users all settings located in this category appear elsewhere in the accounts of DYL Voice Users Forward To Phone Number Non DYL Voice Customers All phone calls made to your texting phone number will be forwarded to a phone number of your choosing 1 Log into the admins DYL account 2 Click the Settings tab 3 Click SMS Chat Phone Numbers 4 Click Edit Forwarding under the Command column 5 Click Update Forwarding Defa
94. ord 1 Click Change Password 2 Enter your current password your new pass word and then confirm your new password 3 Click Change DNC Filter Settings Update this setting to enable DYL to scrub your leads against the National Do Not Call Registry 1 Click Add Organization ID 2 Type in your Organization ID DNC Filter Settings Organization ID Group ID Add Organization ID Covered Area Codes National DNC List 3 Click Update Forward Voicemail amp Fax Notifications By default all company voicemail and fax notifica tions will be emailed to the email address the admin uses to login to DYL Update this section to allow voicemail and fax notifications to be sent to email addresses other than the admins Please Note This setting is exclusive to DYL Voice users Editing Forward Voicemail amp Fax Notifications 1 Click Edit Additional Emails 2 Type in the email addresses you would like notifications to be sent to Forward Voicemail amp Fax amp SMS Notifications Notifications Multiple emails can be separated by commas Notifications will not be sent to the main user if emails are specified Company Voicemails Inbound Faxes SMS Messages Update Cancel SY 3 Click Update Customize Dispositions A Disposition category is located on the right side of every contact record When you mark a contact record with a disposition it is automatically filtered into a Folde
95. our account is cur rently opened when you receive an inbound text you will receive a pop up notification in the top left corner of your account he pop up notification only displays on the screen of the user who most recently sent a text to the lead If you click on the pop up box you will be redirect ed to the contact record The SMS conversation will be open so you can write a reply If you do not click on the pop up box the notifica tion will disappear once you refresh your page Please Note This pop up will not appear a 2nd time but the inbound text will be accessible via other methods listed below Via SMS Chats SMS Chat is a log of all texts you have sent re ceived 1 Loginto your DYL account 2 Click SMS Chats Leads Calls Call History Voicemails SMS Chats Search Search Search All Names Phone Numbers and Emails View All Leads Sort By Received Activity Call Back Uncalled 3 Select the Timeframe or Start Date End Date you would like to view SMS Chats from 4 Click Select Timeframe 5 Your texts will be displayed in order of most recently sent received 6 To write a reply type your response in the SMS Box and click Send Please Note SMS Chat is accessible to any user who has a DYL account Via Email If you do not acknowledge an inbound text within a certain editable timeframe you will receive an email notification Please Note e Email notificatio
96. r to a Do Not Call status Please Note e You can hang up on outbound calls via your DYL account or via physical phone You can ONLY hang up on inbound calls via physically hanging up Hanging Up On Outbound Calls Via DYL To hang up on an outbound call via your DYL account you must be on the contact record of the p you are calling Now Calling Message New Lead gt Transfer 1 Click the red Hangup option 2 Select whichever call result describes the call you just ended Reached Not Available Voice mail or Do Not Call select Call Result Not Available X Do Not Call Helpful Tip If you spoke with the person marking a disposition afterwards will classify what happened during your conversation Leaving A Pre recorded Voicemail Instead of having to spend your time and energy verbally leaving a message for each person whose answering machine you reach with 1 2 clicks of the mouse you can drop a pre recorded voicemail recorded with your own voice Please Note You can record as many different pre recorded voicemails as your office needs Pre recorded voicemails can only be recorded via the admin s login or via user accounts with admin settings permissions To set up pre recorded voicemails configure related settings follow the steps listed on pg 73 e Ifyou are a user consult your admin or DYL Support to determine whether you should leave your pre recorded voicema
97. r voicemail is left successfully you will Quoted Working hear a message saying voicemail saved Bn Update Selecting Voicemail also schedules an Auto matic Call Back Selecting A Disposition Lead Status e Sorts the lead into a folder with a matching Disposition Quoted Interested name Disposition folders can be accessed by Call Result Voicemail Edit clicking on the Folders tab Left Voicemail Today 3 31 PM Categorizes tags your lead Reset Voicemail Tag can be viewed in the top right corner of the isis c Call 2 oday lead s profile 3 41 PM Lead Status Cancel Call Disposition Quoted Interested Call Result Reached Edit Do not mark a disposition doing so will cancel Left Voicemail Mo your automatic call back Left Voicemail Call Back Reached Set Call Back Leaving A Live Voicemail OR Not Leaving A Voicemail At AII 1 Click Hangup 2 Select a Call Result Not Available or Voice mail Tag can also be viewed from the Lead s Tab After N king With An Internet L ISl NOUSDESIMIng Nt eo Selecting Not Available or Voicemail sched Leaving a pre recorded voicemail ules an Automatic Call Back Do not mark a disposition doing so will cancel your automatic call back e Leaving a live voicemail OR not leaving a voicemail at all Leaving A Pre recorded Voicemail 1 Select the voicemail you would like to leave 42 Start Transfer Stop Transfer The Start Transfer Stop Transfer button allows us
98. r with a name matching that of the Disposition e Adding Editing Dispositions e Deleting A Disposition Adding Editing Dispositions 1 Login to the admins DYL account 2 Click the Settings tab 3 Click Customize Dispositions 4 To add a new disposition click Add New Disposition Add New Disposition 4 Disposition List Name Good Other Bad Call Back Customer Status Already Sold Remove Current Customer Bad Lead Remove Cancelled Remove Cancelled Customer Do Not Call Y Remove New Sale Y Remove New Sale None Y Remove Not Interested Y Remove Not Qualified Y Remove Working Y Remove Edit Dispositions lt To edit an existing disposition chick Edit Disposi tions 5 Give the disposition a name 6 Designate the dispositions status e Good Positive disposition Please Note When a user marks a contact record with a Good disposition the contact record becomes assigned to that user e Other Neither good nor bad disposition Bad Negative disposition This lead is no longer being worked Please Note If a contact record is marked with a Bad disposition then it will be removed from the Lead s tab 7 Designate Call Back status determines whether or not the automatic callback sequence will be effected by the marking a disposition Please Note Only relevant to QuickDial users Ignore Ifa disposition with this status is marked a contact record on the automatic callback sequence will NOT be remove
99. ra oeae ee Re ee ee E ee ae ee eG 71 Xm Cr 71 Automatic Call Backs 2 ee ee 73 Voicemail Drop Setup 73 State Callal DS cesos whe EH Ee sg RP CSS 75 Tunc secs rs serra eos 76 Email Management 76 SUEDE Ur ys aa Bee oo ee a 76 EMMA TOHOWUDS 20 2 oro asa Oe E oe ot x 7 Email Forwarding oe mos eG He os ee oe ee BUR 80 SMS Chat Management o o o 80 INSALUD o Sx 93 mede 3 e ee 80 SMS Chat NUIDelS i s rra od sr ss 81 User Settings s P Go be do oe HO A hoe Fe 82 Edit Name Email Phone Number Caller ID Hold Music 83 Web Page Launcher 83 Change Password rior aser ww Eh oS 83 Email Signature se a e a 83 DYL Voice DYL Voice is a cloud based phone system designed for businesses DYL provides a multifaceted busi ness phone system combined with a powerful sales automation CRM suite With DYL Voice You Can Elaborately customize where your phone calls ring during as well as after business hours e Determine what happens to a call that goes unanswered within a specific timeframe View detailed logs of all inbound and outbound calls as well as a log of all missed calls e Send and receive faxes e Check voicemail and faxes via your DYL account as well as via email from anywhere e Record all inbound and outbound phone calls depending upon the state you are calling Upload custom on hold music to play when calls
100. ral DNC Scrubbing Against the Wireless Phone Num ber Registry Scrubbing Against The Federal DNC This ensures you do not accidentally call someone on the Federal DNC In order to use DYL to scrub against the Federal DNC you must add your Organizational ID to your DYL account How To Add Your Organizational ID e How to Scrub Against the Federal DNC How To Add Your Organizational ID 1 Log into your admin s DYL account 2 Click the Settings tab 3 Click Contact Information 4 Click Add Organization ID 5 Type in your Organization ID 6 Click Update 7 Edit Covered Area Codes DNC Filter Settings Organization ID Group ID 10160675 71676 Edit Organization ID Covered Area Codes 310 401 818 National DNC List Filter All Leads How to Scrub Against The Federal DNC All Leads e Der Campaign All Leads 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Contact Information 4 Inthe DNC Filter Settings section click Filter 5 All Leads DNC Filter Settings Organization ID Group ID 10160675 71676 Edit Organization ID Covered Area Codes 310 401 818 National DNC List Filter All Leads DYLMANUAL 51 Per Campaign 1 Log into the admins DYL account 2 Click the Campaigns tab 3 In the Commands section to the right of each campaign click Filter DNC Command Find Wireless Delete Dialer Filter DNC Scrubbing Against The Wireless Phone Number Registry Allows you
101. ras roer nao a a a 59 TI TC 59 Disposition Summary ue eX EDUC ROS 60 Disposition Breakdown llle 60 Campaign Dialing Summary o 60 User Summary e aa a A a a A 60 CONMCCTIING espesos ooo oe arras 60 SOUS nas oe ee ee Pe eae ee eee ee ees 60 for cd f T eeanee See es ee reese eee 60 Disposition Summary o 60 Disposition Breakdown o llle 61 Table of Contents cont User Call Statistics cera a Bok Anh ok ao Grae die Ars 61 tn P H 61 p Cu cares GR ee ee eS ee A 61 Email Ra s ee he Ae Sy Hw ee ee T 62 Filters of this report include ee ee ee ee 62 Results Display 6 ex stead eae Gea eh Oe yew a ba da 62 Dialing HISTOTY oe aa ease etwas Ee R T eee ad 62 Filters of this report include ee ee ee ee 62 Results Display 63 Notas MISTO a 3 33 iaa ed AA o8 63 Filters of this report include llle 63 Results Display AIN 63 Email Click Calls oa 63 Filters of this report include aaa ee ee ee 63 Results Display o oaa a 63 6 Settings 64 General Account Settings ooa ee 64 La ENA a ee ae 64 Irt aoea e asco a a ae a a R eee ee ae 64 Account Information wate ek ee Oo ee ea ee 66 User Accounts a cee aad eR ye AO OO SDS 66 Table of Contents cont Contact Information llle 69 Customize Dispositions cens 70 r
102. re recorded voicemail will see a pop up list of all the different pre recorded voicemail they have access to Setting a Default Voicemail allows you to program one voicemail to be pre selected on the pop up list Please Note Default pre recorded voicemails can be assigned on a user by user How To Designate A Default Voicemail 1 Click Edit Default Voicemail 2 Click on the pop up list under the Default Voicemail column Repeat step for every user who you would like to assign a default voice mail to Default Voicemail User Default Voicemail Tom Luck Newicad 15 First Last Newlead e Howard Mika Newlead Jim Thomas NewLead e Michael Tickett New Lead i Ron Mar Newicad Fe Update Cancel A 3 Click Update State Caller IDs This setting is applicable to both DYL Voice and DYL Software users State Caller IDs allow you to set up by state caller ID overrides If you create a State Caller ID for a particular state it will automatically display when anyone from your office dials out to this state How To Add A New State Caller ID e HowTo Edit State Caller IDs HowTo Remove State Caller IDs Why this is useful Leads from different states are more likely to answer your calls if it appears that you are calling from the same state they are in DYLMANUAL 75 Please Note e You can set up caller IDs for as many states as you would like The caller ID you choose to display does not have
103. rson you are speaking with that they are being recorded DYLMANUAL 23 1 2 Party Consent States States that require you to notify the person you are speaking with that they are being recorded 2 1 Party Consent States States that do not require you to notify the person you are speaking with that they are being recorded Please Note By default calls made to received from people in 2 party consent states will not be recorded List Of 2 Party Consent States This list reflects states with 2 Party Consent status at the time of this manual s most recent revision e California e Connecticut e Delaware e Florida e Illinois e Maryland e Massachusetts Michigan e Montana e New Hampshire e Pennsylvania e Washington Notifying People That They Are Being Recorded If you are calling receiving calls from contacts in 2 party consent states and have enabled call record ings you are required by law to notify each person you speak with that they are being recorded Methods Of Informing Callers They Are Being Recorded e Inbound Calls Upload a custom audio file in mp3 or wav format stating something towards the lines of your call will be recorded Route your calls to a Ring Group IVR that plays this audio file prior to your answering the call See pg 7 for further instructions on how to set this up e Inbound and Outbound Calls Verbally inform the person who called you person you called that the call is
104. s DYL account 2 Click the Settings tab 3 Click IVR Prompts 4 Click Edit Prompt Options 5 Click Edit Information Prompt Name Option to edit the IVR name e Message Click Download to listen to your IVR Direct Extensions Specify whether or not you would like callers to be able to enter the direct extension of the person they are trying to reach by selecting Allowed or Not Allowed Allowed is selected by default Default Option Specify where you would like calls to be routed if an inbound caller does not select an option Example If a caller does not choose an option from the IVR menu have call routed to the reception s extension OR to a ring group Internal Extension Entering this field allows the IVR to be directly routed transferred to via an internal extension in your phone system The 3 digit extension will begin with 4 and just enter two more digits to assign to the IVR Edit Prompt Options Menu 2 Back To Manage IVR Prompts Voice Prompt Number 4 Message Download Direct Extensions Allowed B Default Option 300 Company Mailbox HA Internal Extension 4 Update j Cancel A 6 Click Update Forwarding Numbers Setting Up A Forwarding Number Forwarding Number Settings 1 Login to your DYL account 2 Click the Settings tab 3 Click Phone Numbers 4 Click Add Forwarding Number Phone Number Route To Optio 310 510 6959 Direct Ext 100 First Last Upda Source
105. s with wireless cellular phone numbers Uncheck Contacts with wireless cellular phone numbers will NOT be identified WILL be called Please Note Once a campaign is uploaded the ad min can set these contacts to a call no call status see pg 51 for instructions Leave checked or uncheck the box next to Remove Disconnected Numbers e If Left Checked All contacts with discon nected phone numbers will be identified re moved from the campaign e Uncheck Contacts with disconnected phone numbers will not be identified removed from the campaign Choose to store records as an Existing Type or as a New Type Asan Existing Type Select from the pop up list to the right of As an Existing Type the existing record type that best describes the list you are uploading e Asa New Type Leave the pop up list to the right of As an Existing Type set to New Type and type in the name of your new record type to the right of Or as a New Type Click Upload Data Step 2 of 2 Map To Fields Designate what field each spreadsheet column cor responds with Existing Record Type Excluding My Type New Type Existing Type My Type Existing Record Type Excluding My Type In each row select the option from the pop up list under the Map To Field column which best describes the info listed under the Data column Map To Field Unknown Unknown 2 Click Import Data New Type Existing Type My Type 1 In each ro
106. ser s login Password ees Inbound Line Ext 101 Ext 102 Click Add User _ Associating An Extension With An Existing Ac count 1 5 Click Update Details to the right of the user s name you would like to assign to an extension Caller ID 310 510 6959 commands Update Details gt 4 Click Update User In the Inbound Line category make sure the top bubble is selected Click on the pop up list to the right of the top bubble and select which particular extension you would like to assign to this user Login email gmail com User First Last Inbound Line Ext 101 Ext 102 COrTessrs3323555 Ext Phone Number Click Update DYLMANUAL Configuring Phones This step details how to configure activate your phones Once configuration is complete your phone should be capable of outbound calls Depending upon whether or not you have previously purchased phone numbers or ported phone number s to DYL you may or may not be able to receive inbound calls e Hard Phones New Grandstream Phones All Other Phones e Soft Phones Hard Phones New Grandstream Phones Grandstream phones purchased post October 28 2014 will come pre configured All you will have to do is 1 Connecta chord from the LAN port in the back of the phone to the router 2 Plug the phone into a power source Once phone has turned on it should be capable of making outbound calls Once the phone has turned on
107. t reach this lead the 1st try this lead will be placed on the same automatic call back sequence that your other internet leads are placed on You can utilize all features covered in Chapter 2 Lead Management see page 26 Please Note You can have multiple Contact Forms DYL cannot add additional fields to your con tact form other than what is provided by default The DYL Support Team cannot help you apply your Contact form to your business website How To Create Activate Contact Forms 1 2 3 4 5 7a OR Login to the admins DYL account Click the Settings tab Click Contact Forms Click Create New Form Select the radio boxes to the right of the unre quired fields you would like to have added to your contact form Type in a message in the Thank You Message text box This message will display once to the lead upon filling out submit their form Select a color scheme from the Pre Picked Color Scheme field 7b Use the Choose Your Own Field to select your 8 own color scheme Click Create Form Form 1 Embeddable HTML l 7 E BEN lt iframe src http my dyl com form contact id 21318565103 style widt lt fiframe gt VA Copy and paste the HTML code in the Em bedded HTML text box and then apply it to your business website OR have your computer technician apply it to your business website DYLMANUAL 47 Campaign Dialer The Campaign Dialer eliminates the need to dial phone
108. te Users Lead Routing e Determine What Users Can Access e Re assign Leads How To Access This Area 1 Login to the admin s DYL account 2 Click the Settings tab 3 Click User Accounts Add Update Users 1 Ifadding a user click Add New User Or if up dating an existing user click Update Details to the right of the user you would like to update then click Update User Caller ID Commands x 888 310 4474 Update Details 2 888 310 4474 Update Details gt 4 Fill out OR update the following fields e First Last Name e Email This email address will serve as this users login e Password Create a password Passwords are case sensitive and must be a minimum of 4 characters Confirm Password Retype the user s pass word e Inbound Line Select an available exten sion or enter a phone number e Extension pop up list DYL Voice Users Select the extension the user should be assigned to e Phone Number Typically for non DYL Voice Users phone number the user will be using to work DYL Line Options Shared Line Necessary for some non DYL Voice Users Allows offices with only one phone number to share that phone number among multiple DYL user accounts Never Ring This Line allows user to completely opt out of receiving software related calls Enable Listen Whisper Barge DYL Voice Users Select to enable this feature for the user to perform these actions This fea ture is covered in det
109. te was made e Note DYLMANUAL 63 e Disposition Current status of the lead e Talk Time Talk time with the lead e Total Calls Total calls made to and from for DYL Voice Users the lead Email Click Calls View a history of every time a lead clicked the Call Me Now button embedded in the email signature Filters Of This Report Include Timeframe or specify Selected Date s e Lead ID Enter the lead ID if searching for results from one specific lead e Show How many results you want to view per pase Results Display e User User lead is assigned to e Lead ID ID of the lead and link to their con tact record e Contact Lead name and number e Request Time Time the lead clicked Call Me Now ast Called Last call made to the lead Settings Admin Settings General Account Settings Account Settings Lead Email Send Leads To doejxx01 dialyourleads com Main Line Main Line Ext 100 Caller ID 310 510 6959 Hold Music Original Music Set Phone Number Lead Email You must access this setting to integrate your real time and live transfer internet lead venders with your DYL account Please Note This setting is exclusive to Quick Dial and thus is covered in the Quick Dial section of this manual please refer to pg 42 Main Line Main Line Line Options Caller ID e Hold Music How To Access This Area 1 Login to the admin s DYL account 2 Click the Settings tab 3 Click Set Phone
110. ternet leads will be distributed between users How To Edit Lead Routing 1 Click Edit Lead Routing 2 To the right of Call Order designate lead rout ing by selecting an option from the pop up list Lead Routing Call Order Round Robin H Users Can Access All Leads r2 Update Cancel nl iB e Round Robin Alternate inbound lead calls between active available users By User Number Main Line First Inbound lead calls will be distributed to users based upon user number main line admin first By User Number Main Line Last Inbound lead calls will be distributed to users based upon user number main line admin last e Main Line Only Inbound lead calls will only ring the main line admin 3 Click Update Determine What Users Can Access This setting allows the admin to determine whether users can access all leads or just leads assigned to them unassigned leads How To Edit What Users Can Access 1 Click Edit Lead Routing 2 To the right of Users Can Access designate what users can view by selecting from the pop up list All Leads Users can access all leads regardless of whom the lead happens to be as signed to Only Leads Assigned To Them Users can only access leads assigned to them and unas signed leads All other leads will be hidden from their view The admin will be able to view all leads 3 Click Update Re Assign Leads This setting allows you to reassign all
111. to avoid calling cell phone numbers when dialing through campaigns and folders e Campaigns Folders e Reversing Skip Wireless Campaigns 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click Find Wireless to the right of the cam paign you would like to filter 4 A box will pop up asking you if you really want to check campaign for wireless numbers click Okay Folders 1 Log into the admins DYL account 2 Click the Folders tab 3 Select the name of the folder you would like to 52 4 scrub To the right of the Folder you would like to scrub click Check Now Folder Competitor Assigned Yes No Wireless Check None Check Now Sort By Date Added Activity Call Back Edit Folder Name Reversing Skip Wireless e Campaigns e Folders Campaigns 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click the name of campaign you would like to unscrub for wireless numbers 4 To the right of Skip Wireless select No Campaign Customers Called 5 Leads Uncalled Called 465 440 20 Leads Assigned Yes No Skip Wireless Yes No t Wireless Check None Check Now Message Default View All Called Uncalled Folders 1 Log into the admin s DYL account 4 Click the Folders tab Click the name of folder you would like to unscrub for wireless numbers To the right of Skip Wireless select No i To Dial Through A Campaign How To St
112. ult SMS Chat Number DYL Voice Customers If you have more than one phone number you can designate which phone number will display as the caller ID when texting Non DYL Voice Customers Your caller ID must be the phone number DYL has purchased for you 1 Log into the admins DYL account 2 Click the Settings tab 3 Click Phone Numbers 4 Click Edit Default under the Default SMS Chat Number category Default SMS Chat Number Default Number 424 258 9468 Edit Default 5 Select the phone number you would like to set as your Default SMS Chat Number 6 Click Update SMS Notifications Via Email By default unacknowledged texts will generate an email notification one minute after receiving an inbound text Please Note his setting can be disabled e he timeframe can be extended from one min ute to one hour How To Edit Disable SMS Notifications Via Email DYL Voice Users 1 Login to your DYL account 2 Click the Settings tab 3 Click Phone Numbers 4 Below SMS Notifications Via Email click Edit Email Notifications SMS Notifications Via Email Email notifications will be sent In 1 Minute if a message is not acknowledged Edit Email Notifications To Edit The Timeframe The Email Goes Out 1 Select your desired timeframe from the pop up list between 1 60 mins 2 Click Update To Disable SMS Email Notification 1 Uncheck the checkbox to the right of Send an email notification 2 Click Update
113. w select the option from the pop up list under the Map To Field column which best describes the info listed under the Data column If pop up list under the Map To Field column does not adequately describe a particular piece of info Select the Specify option from the pop up list e Designate the name you would like to assign to this field value by typing in the Or Specify column Get Received Gee Y LeadType Specify H4 Id 3i Click Import Data Create From Previously Added Records Step 1 of 2 Select Records 1 Log into the admins DYL account 2 Click the Campaigns tab 3 Click Create or Add To Campaign 4 To the right of Uploaded List select an option from the pop up list e None No contacts currently exsisting in your account will be included in the new campaign e Any Currently exsisting contacts may be included in the new campaign 5 Source Select Any or specify a Specific Source 6 Appointments Select Any Exclude or Include e Any Contacts with appointments and contacts without appointments may be includ ed in the new campaign e Exclude Contacts with appointments will NOT be included in the new campaign e Include ONLY contacts with appoint ments may be included in the new campaign 7 Customer select Any Yes or No e Any Any contacts will be included in the new campaign regardless of Customer status e Yes ONLY contacts that have be
114. x will pop up asking you if you really want to call this contact click OK 6 Your phone will ring once you answer the phone you will be dialing out to the contact Please Note Multiple phone numbers can be associated with a given contact If you would like to call a phone number other than the Main within the contact record click the phone number you could like to call Adding Individual Records 1 Login to your DYL account 2 Click Add Record right side of Leads page Uncalled Leads 5 Leads Call Now 0 Leads Start Page 1234567 Y Add Record Stopped 3 Fill out the name phone number and other related fields 1f known 4 Click Add Record 5 You will be directed to the newly created con tact record 6 You can now proceed to Click to Dial as in structed in the previous section Helpful Tip We recommend uploading spread sheets of your current book of business detailing name phone number contact and policy quote info For instructions on how to upload a spread sheet into DYL see pg 47 This will be helpful for 2 reasons e You will be able to quickly initiate a call by D searching a contact s name When you receive an inbound call from one of these contacts their name will pop up in the top right corner of your DYL account Inbound Call Tom Luck Status Active StopTransfer Please Note By clicking on the contact s name number you will be directed to their record wh
115. you back their call will be forwarded to a phone number of your choosing HowTo Send A Text Group Texting Instant Default Texts Delayed Texts e Appointment Reminder Texts e How Texts Are Received e List Of Related Settings How To Send A Text e Via Contact Record e Via SMS Chats Via Contact Record 1 Login to your DYL account 2 Search for the lead customer you would like to text click on their name to enter their contact record On the left side of the screen you will see a Send SMS box Details History SMS Chat To 310 510 6959 Template Send SMS 3 Select a SMS template from the pop up list or type out a text message in the Send SMS box 4 Click Send Via SMS Chats 1 Loginto your DYL account 2 On the Leads Tab above the Search box click on SMS Chats 3 Locate the conversation you would like to reply to 4 In the box provided type your message DYLMANUAL 29 Tom it s DYL We launched text messaging Start texting your leads in DYL Call us for info 888 310 4474 Sounds great A v Chars Remaining 160 5 Click Send Group Texting You have the ability to send texts to a group of up to 50 leads at a time In order to perform group texting you need to add your contacts to the folder titled SMS List The SMS List folder is user spe cific meaning each user has their own SMS folder e Howto Add Contacts to SMS List e How to Send Group Texts

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