1. Telephony Configuration

Once Telephony has been purchased for any store/branch, and users have been granted access the Telephony Configuration menu will be visible in the Admin Screen.

Go to User Setup > and choose any Users who will need access to the Telephony.

Users cannot be setup to use Telephony for outbound or inbound purposes until they have access granted in User Setup > User Access > Admin Screen > Telephony Configuration > Telephony User.

Do I have to grant access as a "Telephony User"?

Yes. In order for the users to populate in the screens found within Telephony Configuration they must first be setup as a Telephony User.

1. Buy Inbound Numbers

Click on "Buy Inbound Numbers" in the Telephony Setup section and then click on Options to Add an Inbound Phone Number. The Inbound Number popup will display and each dealership can decide between a local or toll free number. There will be a recurring fee of $2 or $3 per month, per number on top of any usage charges. Next enter the area code for the dealership and select any available phone number from the Phone Number drop down. If none are available you will need to choose another area code or choose a Toll Free number. Enter a "Friendly Name" to describe what this number will be used for, I.E. Reception Desk. After all the information is entered click on Save.

When selecting to Edit an Inbound Number only the Friendly Name can be edited nothing else.

*Dealerships can repeat this step for all phone numbers they are purchasing.

NEW - Version 6.6 – Released Oct 3rd, 2016

Texting on Inbound numbers

When buying an Inbound number it will be SMS enabled and DealerMine will display this number in the Texting Setup screen. When the user loges into Telephony and are sending a Text they will have the option in the Texting screen from a drop down to select the number that would like to send the text from. The Dealership number or the Inbound number that was purchased in the Telephony setup. If this number is being deleted or edited from the Buy Inbound Numbers setup screen in Telephony Configuration then it will automatically update these changes in the Texting Setup screen.

2. Inbound Lines

All inbound numbers that have been purchased will display in this screen to be setup for Inbound calling. When the row is clicked the user will be able to select an option to "Accept Calls in DealerMine" or "Accept Calls on Device" from the drop down list. When the calls are accepted in DealerMine we will notify the user by a popup that an incoming call is coming in, the user can then accept the call in DealerMine by clicking "Accept Call" from the popup. Accepting a call on a device will go directly to the user assigned to that land line or mobile phone. When setting up to "Accept Calls on Device" the number will not be active until a re-direct to number is entered.

*Friendly name cannot be duplicated.

3. Users & Locations

All users that have been given Telephony Access in User Access will display on the grid or in the list when clicking on User Access, at this point they do not need any Locations setup. Access can also be given or taken from this screen as well instead of having to go to User Access, simply click on the "User Access" button and a list of all users will display simply check to give access or uncheck to take access away and this will also update the Telephony User check box in User Access. From the Filter by Role drop down a user can select which User Type they would like to allow this list to be filtered by. There is also a search field where a user can search by Email, Name, or Phone number.

On the right side of this screen each user will need to have one or more locations setup in order to answer or make calls. Click on a user on the grid and then click on Options having the option to Add, Edit or Delete a Location. To Add a Location enter a location such as desk phone, service counter etc., something to describe the phone, followed by the Direct Dial number. Voice over IP is not available at this time but will be coming on a future version.

Version 6.2 – Released June 23, 2016

When in Users and Locations in Telephony Configuration a default Location can be set by clicking on the Star icon located in the grid on the right.

When a Default Location has been selected and the user logs into Telephony the default Location will be the first Location in the list of logins for Telephony.

4. Inbound Assist

The Inbound Assist screen will display all users from Users & Locations that have one or more locations setup. Users will be connected to Friendly Names in this screen and a location must be selected. On the grid in Users connected to Lines the user can click the pencil to view a list of users and check them off to give access to answer an inbound call. Multiple users can be connected to the same inbound line if the option is set to "Accept Calls in DealerMine"

on the Inbound Lines screen. Only one user will be able to connect to an Inbound Line when the option is set to "Accept Calls on Device"

on the Inbound Lines screen.

When "Accept Calls on Device" the device phone number will need to be entered for the user to answer the calls. When in Telephony Configuration after a number has been purchased and saved as "Accept Calls on Device", the user would then go to the Inbound Assist screen, click on the pencil and check off the user name and enter in their phone number. Once saved the user will then be able to answer all their inbound calls on their device.

*Only 1 user can be setup to use the inbound line.

Auto Search

In Telephony Configuration > Inbound Assist there is now and option to "Search On Inbound" per Queue. When this option is On the system will search on every inbound call regardless of the number and will search to find a match for that inbound number, if no match is found a popup will display "No customer found", however the number will stay in the Search screen. When this option is Off DealerMine will still display the Search along with the phone number on every inbound call however will not search for a match the user will have to click Search.

5. Call Queues / Call Flow

The Call Queues screen will display All the Inbound Lines purchased, the screen will display the Queue as active or inactive, Inbound Lines, Users connected to Lines and # Loops, by default the Queue will be inactive until the Steps are completed.

- Active or Inactive - will show the red X for inactive and green check when active, a Queue can not be active unless at least 1 step is active. Once all the Steps are inactive then the Queue is inactive as well.
- Inbound Lines - this will show the name of the Queue (the friendly name), the Inbound number that was purchased, and the Accepting Call Option that would have been selected in the Inbound Lines screen.
- Users Connected to Lines - click the drop down to see what active users are linked to this Queue, this is a read only list. If a user needs to be added or taken out of the selected Queue the user would need to go to the Inbound Assist screen and make the changes there in the Users list.
- # Loops - select how many time the Steps will play that are set to loop, this will be the amount of times the selected step will play for the customer calling in. A user can select to set to Infinite Looping or from 1 to 100 times.

Call Flow Steps

By default the there will be 4 steps displaying when a Queue is created, they can be edited or deleted, however the last step "Voice Mail (Press 1)" cannot be deleted however can be edited. A user can select to make each step active

or inactive by default when a Step is added it will be active. When all Steps are set to inactive the Queue will become inactive as well.

Each step will display a Loop icon , when the icon is greyed out the Step will not loop, when the icon is blue then the step will loop the number of times that is set in the # Loops drop down. When adding a Step the user will have 2 choices Say or Play.

- Play - when Play is selected a Title is required , then the user will have the options of loading a Voice File, a URL (MP3 or Wav only) or a File. When

Voice File is selected a Voice File drop down will display where the user will select from a list of Inbound Voice files save in the Voice Files screen for Inbound. When URL is selected the user will need to copy a URL (MP3 or Wav file only), if the file is bad an error will display "URL-Bad Format". When selecting to use a File the user will see File Name and a Choose a file button when clicked the user can select a file that they have saved to use. In the Step grid each Play will display a play button so the user can check for quality andto make sure they are in the correct order.

- Say - when Say is selected the user will enter a Title for the step and then enter in text in the "Say Text" box and this will be converted to speech that is

read back to the customer calling in.

*Always inform the customer to press 1 at anytime to leave a voice mail on each Step.

Once all the step are setup the user can then select which steps they would like to Loop by clicking on the greyed out loop icon turning it blue, the step will only loop the number of times that is set in the # Loops column. Once the number of loops have played the customer will then be forced to Voice mail.

To the right of the Step the order arrows will display, the user can select a step to highlight and then use the arrows to more the step up or down to the Voice Mail (press 1) can not be moved as it is the last message played in the Queue.

Fallback Number

In Telephony Configuration > Call Queues there is now an option to use a Fallback number, this would be effective when there is no users logged into Telephony and the Queue. This option will allow inbound calls to bypass the Queue when no users are logged in and be redirected to the Fallback number that is entered in the setup screen. When this option is on and there is a user logged into Telephony then the calls will go through the Queue to be answered by next available users. If the Fallback option is unchecked and there is no user logged into Telephony then the calls will go to Voice Mail that has been setup.

* The Fallback number can also be a Cell number.

Auto Accept

In Telephony Configuration > Call Queues there is now an option to use Auto Accept for inbound calls per Queue through Telephony. When Auto Accept is active, the inbound calls will be pushed to the user's phone number that has been entered in Telephony Configuration > Users & Locations.

When there is a user logged into Telephony and their Status is "Ready" and an inbound call comes in the Search screen will open with the Callers phone displaying if a match is found then the customer's info will also display on the Search screen grid, the user's phone will then ring. When there is more then one user logged into a Queue an inbound call will push to the user with the oldest Activity time.

Why use Auto Accept?

Auto Accept will prevent a user from not seeing the popup if they are on another screen working or not at their desk as now the Search Screen will display and their phone will ring.

5. Caller ID Verification (needed for Outbound Assist)

In the Telephony Setup section click on "Caller ID Verification" then click on Options and Add Caller ID Verification.

1. Once the Add Caller ID Verification popup opens the user can a Caller ID number they would like to display on all outbound calls made with Telephony.
2. Enter a Friendly Name and a Default Area Code. The default area code will populate the area code for any customer files that are missing the area code in their phone number.
3. Grant access to any Stores/Branches that will need access to use the Caller ID by checking the box next to any dealership name.
4. Click "Call Me" to finalize the Caller ID Verification. The end user will either have to click Call Me to be able to see the six digit verification code to enter when the phone rings. Once the six digit code is entered a confirmation message will appear letting you know the Caller ID has been verified.

Can I share my Caller ID between various stores and branches without having to follow the "Call Me" process again?

Yes. Click on any store/branch to grant access for that store to be able to use the same Caller ID. Now at this point the Caller ID is now active and available to be used by any user once users are setup in Outbound Assist.

6. Outbound Assist

The Outbound Assist screen contains all the Caller ID numbers that have been verified in Caller ID Verification. These numbers can be used by any user listed which has access to Telephony. A user can select any Caller ID Phone Number when doing so this will populate a user list, which they can check off and this will give then access to make calls using this Caller ID Phone Number. A user must have at least one location and phone number to use Outbound Assist, the user can add a location by placing a check in the check box and then clicking Options > Add Location. Once a location is added it will display in the grid to the right. A user can also select a Default Location by clicking on the Star next to the Location name in the bottom right hand grid, then when the user logs into Telephony and they are set up with more then 1 location the default will display at the top of the list.*Note - when giving access to users for more then one Store/Branch you will need to select the Store/Branch from the drop down and then follow these steps again.

Why do some users not have access to use Outbound Assist that appear to be setup?

Be sure that each user that is outbound assist has access to a Caller ID number and the user is checked off in the bottom section of the grid. Sometimes we've had users setup locations for all users but forget to check off the actual user and until they are checked off to use that Caller ID they will not have access to click to call with Outbound Assist.

7. Voice Files

*Voice files should be saved as an MP3

Voice files are required to leave a pre-recorded voice mail for any contact type, or for an inbound call queue welcome message, on hold message etc. Voice files can be added/uploaded or you can call 1-866-305-3369 or 1-844-875-6463 to record a voice file. You must enter the access key shown in the top right hand corner of the screen. This access key represents your dealership (store/branch).

When a Voice file is recorded it will by default show on the Outbound grid and will require information in order to activate and if the Voice file is Inbound or Outbound. To activate a Voice File, click on the file to select then click Options > Add Voice Files. The Voice Files popup will display where the user is required to select Inbound or Outbound, enter in a Friendly Name, select a Contact Type and Recycle Code from the drop downs and then select a User Name from the User Access list, the select would be the user that will be using the Voice file. When done click save, and if Inbound was selected then it will show on the Inbound grid and the same for Outbound.

- Voice files relate to Contact Types and can be shared among users or can be customized for each user.
- When using Outbound Assist voice mails can only be left when calling on Contact Types that have active Voice Files setup.

Voice files can be shared amongst multiple users. Select a voice file from the grid, click on Options and then Edit Voice files. The Voice Files popup will display and by "User Name" a pencil will display when clicked it will open the User Access List, here the Admin can select which usernames will be linked to the Voice File, once selected click OK and the users now have access to use that voice file.
Voice files are separated by "Outbound" and "Inbound" using radio buttons. When selected they will display the corresponding grid that will contain all the voice files that have been uploaded or recorded.
- Outbound - the Outbound grid will display 7 headers; Friendly Name, Voice Files Created On, Contact Type, Recycle Code, User Name, Duration and Is Active.
- Inbound - the Inbound grid will display 5 headers; Friendly Name, Voice Files Created On, User Name, Duration and Is Active.

*A user cannot change an Inbound Voice File to Outbound nor can you change an Outbound Voice File to be an Inbound file

*A Voice File cannot have the same Friendly Name for either Outbound or Inbound per Store/Branch

8. Recycle Options

In the Telephony Setup section click on "Recycle Options" the Recycle Options screen will open and you are able to select how you would like the customer to be recycled "Recycle Entire Customer" is recommended. Click on Save. This again relates to when you're leaving a Voice Mail. After leaving a voice mail, DealerMine will obey the Recycle option saved.

Version 6.2 – Released June 23 2016

In Telephony Configuration > Recycle Options a user can select to change recording options, there are 2 check boxes "Record Inbound Call" and "Record Outbound Call". When one or both boxes are checked DealerMine will record all Inbound and or Outbound calls on the Call Log tab and in the Contact Hist tab.

9. Make Busy Reasons

In the Make Busy Reasons screen a user can Add, Edit or Delete any Make Busy Reason from the Options drop down. When a Make Busy Reason is added to the

Make Busy Reasons screen the user will see these reasons when logging out of Telephony. The user can also use the arrows to change the order of the reasons by selecting one and moving them up or down to the correct position. When a user is logging out of Telephony these reasons will display along with the Log Out button, when selecting one of the Make Busy Reasons the user will be logged out of Telephony.

*Access can be given in User Setup.