USER MANUAL
Contents
1. Step Two The second step is to select the range of time that you wish to view a report for CI Green Apples Cl Red Apples Cl Purple Apples E i mgin RUN AEepor t Step Three The final step is to select the campaigns you wish to compare noting the maximum number restriction Click Run Report and your report will be promptly displayed below Tel 0844 884 3010 Email support switchboard support co uk Page 142. 25 seconds A Redirects This section is very important for the functionality of your number and the way it behaves Follow the on screen instructions for re directing to specified landlines you are allowed up to 5 landline numbers free Simply type in the landline number in the allocated space and specify the line type please note there may be time delays with VOIP systems Save your changes Small charges apply for redirect to mobiles and these can be paid for via top ups The top ups come in various denominations and can be purchased easily by following the links When adding a mobile teleohone number to the redirect system please note that the mobile number will be automatically validated to ensure it is a live UK registered number Member of staff Introduction Calls can be answered with a customised message All messages start in the same way simply choose the end of the message from the drop down menu It is worth noting that if one of your numbers is directed to a fax machine simply choose fax introduction from the drop down menu and the caller will hear appropriate instructions If you have a PBX system it may already have a greeting therefore you will not need another choose no introduction You can record your own greeting just follow the link and then follow the steps making sure you have read the hint first Check your saved message by calling your queue number The pin numbers are only valid
3. Contents My Numbers Number Settings Call Lists Reports Campaigns Overview Campaigns Management Campaigns Standard Reports Campaigns Comparison Reports SFHBOAARDFRAZE USER MANUAL Welcome to your Free Switchboard Congratulations on setting up your Switchboard account This manual will assist you through the process of using and fine tuning your system If you are unable to find what you are looking for within the manual or need further support please contact the support desk on 0844 884 3010 available 9am 59m Monday to Friday WAN AN TUT aa ood as My SwitchboardFree Numbers Get New Number My Fax to Email Numbers Get New Number You have reached the My SwitchboardFREE Numbers screen where you will see at a glance what is happening with your number s and tools for changing and amending your Switchboard number functionality 1 Number Click to customise your number set opening times redirects hold music messages and much more 2 Description This distinguishes your SwitchboardFREE numbers so you can see at a glance which number relates to which department 3 Calls Answered This shows the total number of answered calls received on that number for that day This allows you to know which number is busier to enable you to manage your calls more efficiently 4 Calls Missed This shows the total number of missed calls received on that number for that day This allows you to identif
4. Don t forget to save your changes Queue call Call Screening Numbers can be identified to you so that you can decided to accept or reject calls You may Whisper also find this useful if you wish to identify between types of call e g sales support finance personal business so that you have advanced warning of how to greet the caller tick the box and save the changes if you would like the call screening whisper to be activated and or follow the given link to personalise the whisper If you would like to personalise the whisper and follow the instructions to do so you may find that the 8 digit pin does not work and this may be because you have been logged on for longer than 30 minutes You will need to go back to the My Numbers page and start the process again making sure you take less than thirty minutes from beginning to end Handy hint pressing 3 sends the caller to voicemail should you prefer that they leave a message Announce Position Switch the toggle to ON and save the changes if you would like the caller to know their position within the call queue Tel 0844 884 3010 Email support switchboard support co uk Page 7 Quick Close Switch the toggle to OFF to close quickly close your queue If your queue is closed then all incoming calls will be played the out of hours message 0044 76377862738 Missed Call SMS Alert You can choose to have missed call alerts sent to your chos
5. for 30 minutes from the point that the settings page is loaded Tel 0844 884 3010 Email support switchboard support co uk Page 4 On Hold Music An option is available to have greetings and messages recorded via our professional voice over artist The message will be recorded by the same professional voice over artist who recorded all the standard Switchboard prompts giving your users a seamless telephone call experience Find out more by clicking on the upgrades link Give your queue number a name or description to highlight different departments e g sales support finance or to highlight different marketing campaigns e g website national magazine international publication This is an excellent function for reporting information and missed call alerts Don t forget to save your changes Whilst trying to connect your call we will play the caller on hold music which helps to project a professional image Listen to samples of on hold music by visiting the features page and dial the telephone number of the music you would like to listen to Please note that call charges apply Select your chosen music and save your changes Missed Calls Emails Choose where you would like your missed call alerts to be emailed to so that you are always aware of any calls you may have missed Enter the email address where you would like your alerts to be sent you can enter more than one email address just sep
6. ame description start and end date of that campaign 9 Add New Campaign Press this button to launch a popup window that allows you to create a new campaign Tel 0844 884 3010 Email support switchboard support co uk Page 12 Campaigns Standard Reports Standard Reports Tab Use this tab to create detailed reports on your campaigns Select a campaign Step One The first step is to select the campaign you wish to get a report for Please select report Step Two The second step is to select the type of report that you wish to create The options include e Call result by redirect number e Total call times by redirect number e Unique caller summary e Call counts amp minutes by day e Call counts amp minutes by week e Call counts amp minutes by month e Call listing nun Report Step Three The final step is to select the desired date range and click Run Report Your report will be promptly displayed below Tel 0844 884 3010 Email support switchboard support co uk Page 13 Campaigns Comparison Reports Comparison Reports Tab Use this tab to create reports comparing the statistics of different campaigns Please select report v Step One The first step is to select the type of report you wish to create The options include e Number of calls by day e Number of calls by week Number of calls by month e Number of minutes by day e Number of minutes by week e Number of minutes by month
7. arate the addresses with a semi colon and save changes Please note that if the caller s number is withheld no number will be attached to the missed call alert from start of call Voicemail Your caller will have the option to leave a voicemail if they have been on hold for longer than two minutes or if your lines are closed You can customise the system to give your caller the option to leave a message rather than hold your caller will follow prompts to do this chose how many seconds the caller will hold for and save the changes You will need to tick the box to activate the voicemail option and supply an email address to receive your voicemails which will be emailed to you with a WAV file attachment Save any changes made Tel 0844 884 3010 Email support switchboard support co uk Page 5 17 E En 17 E El 17 E i7 EA 20 Ef 17 E 0 o0 KA 22 E ty 22 EA o0 KA 22 E o0 E 22 E oo E Open Close Times Set the opening hours for your queue number To close a line all day set the Open to 00 00 and the Close to 00 00 To open your lines 24 7 set the Open to 0 00 and the Close to 23 59 Save your options Sorry we re unable to take your call atthe moment Out of Hours Message Set what message you would like your callers to hear if they ring outside of the hours your SwitchboardFREE number is open Choose from a variety of prerecorded messages or use the custom recordings fe
8. ature to record your own Make Custom Recording Custom Recordings Customise your messages greetings and or caller instructions prompts by selecting one of the given options and following the given links You may find that the 8 digit pin does not work and this may be because you have been logged on for longer than 30 minutes You will need to go back to the My Numbers page and start the process again making sure you take less than thirty minutes from beginning to end Handy hint your introduction is a different message to the message a caller will hear when they call your office out of hours In the order they have been entered sequentialy Delivery Method Chose your preferred method of how you would like your designated numbers to be dialled and save your changes Tel 0844 884 3010 Email support switchboard support co uk Page 6 Your callers number Number Presentation What number would you like displayed on your incoming calls Select your preferred option If you have a PBX system numbers can be routed to different departments within your organisation Don t forget to save any changes made Description Give your queue number a name or description to highlight different departments e g sales support finance or to highlight different marketing campaigns e g website national magazine international publication This is an excellent function for reporting information and missed call alerts
9. e This report is an itemised statement primarily detailing the associated deductions from your mobile redirect credit balance Tel 0844 884 3010 Email support switchboard support co uk Page 10 Campaigns Overview Campaign tracking allows you to quickly and easily produce advanced statistical reports on traffic to your numbers It also allows you to compare statistics between numbers which can be used for monitoring and optimising your marketing spend providing a PPC Pay Per Click style billing model to your advertising customers and much more Overview Tab Using the overview tab you can see at a glance the current status of previous or active campaigns as well as quickly attaining the vital statistics associated with each Order Campaigns It is easy to organise the order you wish to view your campaigns by clicking on any of the categories on this page Click once to order categories in descending order and clock a second time to organise categories in descending order Alternatively you can click and drag any of the categories to reorder the arrangement of your campaign overview start date Bitsy terry Bl End date Brathay Calls today Calls since start Campaign Overview The above image shows the quick overview of a campaign The information shown includes the start and end date of your campaign how many calls your campaign has received either today or since the start and also the estimated and current actual CPC Cost Pe
10. en The list will include answered amp missed calls and calls that ended in a voicemail being left for you Missed Calls Lists all the missed calls you ve received including multiple instances of the same number when it has called more than once Voicemails Lists all the voicemails you ve received plus a one click option to listen to each of the voicemails from within the browser window Unique Missed Callers Lists only a single instance of each missed caller Unlike the missed Calls report this report filters both any multiple missed call instances from the same caller and removes any callers whom we ve detected have successfully spoken with you since their last missed call Callers Ordered by Hold Lists all calls ordered by how long the caller was on hold of If the call was missed it would be Time recommended that you prioritise calling back those missed callers who were on hold for the longest period of time Unique Caller Summary Lists the number last call date amp time and total number of calls made by every unique caller in the date range selected Calls Ordered By Duration Lists all unanswered calls in order of the call duration This might be useful for identifying needy customers or identifying staff training needs for example Mobile Redirects This report is only of use to users who redirect to a mobile telephone number using prepaid mobile redirect credits It lists all inbound calls that were redirected to a mobile phon
11. en mobile phone so that you are always aware of any calls you may have missed Enter your chosen number tick the box and save the changes There is a fee associated with this service follow the link to get your SMS credits to pay for your SMS alerts Auto Detect Code Google Analytics Use this feature to track your call traffic using google analytics By entering the required details we can place information about your call traffic into google analytics for you to analyse Tel 0844 884 3010 Email support switchboard support co uk Page 8 Call Lists Reports The most powerful feature of SwitchboardFREE is the assurance that you ll never miss a call again Although missed call alerts are delivered in real time to your email address the Call Stats area of your control panel enables the fast generation of an array of call lists and reports including both a full list of all missed calls and a unique missed callers report The ability to generate call lists can empower your sales staff by providing them with a list of interested prospects to call whether you ve spoken to them not within a few clicks of the mouse Create a Call List Report Follow these simple steps to start generating call lists and other reports The first thing to do js select the type of report that you require and which of Type of Report your numbers you need the Information Queue Number for 7 Step 1 Select your desired type of report from the list
12. provided report types are described further on Select which SwitchboardFREE number you d like to generate the report for the default setting is All Numbers show your calls from This Weekend This Week This Month 2 Secondly either select one of the preset Yesterday Last Weekend LastWeek Last Month buttons or manually enter the period of or show calls between time you wish your report to cover Start Date End Date 2011 06 15 00 00 00 2011 06 16 00 00 00 Step 2 Select the date range you d like to generate the report for Select from any of the pre defined time periods with a single click or enter specific start and end dates Finally select the maximum amount of records to display for your report and Maximum Recordsi the format in which you would like it Report Format On Sereen displayed Run Report Report will be shown below Step 3 Select the maximum number of records to display in this report Select your preferred report format e On screen For an instant report in your browser window e CSV download you ll be prompted to save a comma separated values data file to your local machine from which you will be able to manipulate the data in MS Excel or other programmes Tel 0844 884 3010 Email support switchboard support co uk Page 9 Call Lists Reports Report Types All Calls Lists all the calls you ve received on the number selected in the date range chos
13. r Call Finally the graph gives you a visual representation of activity on your campaign over it s duration To see the graphical data in more detail and to get more advanced information on what that graph shows then click on the image Tel 0844 884 3010 Email support switchboard support co uk Page 11 Campaigns Management Management Tab Using the management tab you can modify delete existing campaigns or you can create a new campaign 1 2 3 4 5 6 7 8 9 Hame Description Start date End date Status Delete Numbers Green Apples Apples which are green 0505 2011 2001 2014 Fed Apples Apples which are red 03 05 2011 20 01 2014 Purple Apples apples which are purple 01 05 2011 20 01 2014 l Numbers 1 Name This is the name of this particular campaign 2 Description If you have a lot of similar campaigns then this can be extremely useful in helping you quickly find the one you are looking for 3 Start Date This is the date that your campaign was launched 4 End Date This is the date that your campaign either finished or is due to finish 5 Status This will tell you whether the campaign is not yet active active or finished 6 Delete Press this button permanently delete that campaign 7 Numbers Pressing this button will launch a popup window that gives you control over which of your SwitchboardFREE numbers you wish to assign to this campaign 8 Edit Press this button to launch a popup window that allows you to edit the n
14. y which of your numbers is missing calls to enable you to take action to ensure you never miss a call again 5 Settings Click here to configure and customise your SwitchboardFREE or Fax to Email number Tel 0844 884 3010 Email support switchboard support co uk Page 2 WAN AN TUT aa GE 6 Monitor Monitor the number of people currently on hold in your SwitchboardFREE number s Manage your calls efficiently and gather statistics about hold times call times 7 Quick Close Quickly open close your queue if you are in a hurry Useful if you work alone and need to leave the office and wish to close your queues without having to re configure Your calls will go to voicemail so you will need to ensure your message is generic enough to be accessed at any time 8 Faxes Today See how many faxes you have received that day at a glance 9 View Click to view any faxes that have been stored on the system Tel 0844 884 3010 Email support switchboard support co uk Page 3 Number Settings You can configure your queue numbers via the My Numbers page Simply click on the number you wish to amend or the Config icon if you are a Skype user you may find clicking on the number will dial out There are many options on this page many ways to personalise this service to your benefit You may want to use all of the op tions available or just some of them The queue number you are configuring remains at the top of the page 25 seconds
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