Send Digits

August 24, 2016 | Angela Dougherty

Using Send Digits to Bypass a Buyer’s IVR

Simply put, Retreaver can often bypass any buyer’s IVR by sending DTMF tones (key presses) on behalf of the caller.

Select Buyers, then select your desired buyer to edit. Near the top of this edit page you’ll find the field for Send Digits. Each w represents 0.5 pause. You may find ww1 works for you in this field. Perhaps you find that when you place a test call it doesn’t seem to work. Try adding a w and try a test call again. This trial and error is how you arrive at the minimal pause before the system will allow a key press to be accepted.

We have seen in the past that many buyer’s IVR systems allow multiple key presses. Such as www1www2. We have also seen a buyer’s IVR’s require a Zip entry. This use case ended up using www1wwwww90210 in order to bypass this. Since every IVR is different, this will always require a couple test calls to get just right.

Send digits

In this example there is a 1.5 second pause before the keypress 1 is sent.

Your callers will continue to hear ringing or music-on-hold while the key presses are being processed.

Filter Calls by Zip Code

May 26, 2016 | Angela Dougherty

Getting Started

Calls are automatically tagged with geo tags picked up from the caller ID, which can be added to your buyers to filter your calls. The geo tags that were picked up from the caller ID resolve information such as country, state and city.

However, if you require more granular filtering to be done with Zip codes, you will need to complete these two steps:

1) Add an IVR prompt for Zip codes in your Campaign settings under Prompts.

and

2) Add Tags to your buyer to filter what Zip codes they are able to take.

1) Creating Zip Code Entry Prompts

Zip code Entry

This prompt will play immediately when the call connects.

Zip entry

Creating a zip code entry prompt.

Zip Entry Failed

This plays when the caller does not enter a valid Zip code.

You will want this message to repeat a couple times.

zip failed

Creating a zip entry failed prompt.

Filtering Calls to the Buyer Using Tags

Tags on a buyer control what calls it can take.

More info on filtering calls to your buyers.

Edit the buyer, and add the appropriate geo tags to ensure that the buyer only receives calls from the designated geographical areas.

To add the tags, click on Wizard>Geo>Zip. From here you can enter zip codes individually or ideally, upload a file. This will tell Retreaver that these are the Zip codes this buyer can take, do not send this buyer calls from other Zip codes. It is worth noting that this Upload option will not accept Excel files, only CSV (comma separated values)

Tag Format

Geo tags are in the formatgeo:[ISO 3166-1 alpha-2 country code](-optional state, province or zip). For instance, the tag for California is geo:us-ca while the tag for Canada is geo:ca. For a Zip code 90210, the tag would be geo:us-90210.

Buyer Permissions

April 7, 2016 | Angela Dougherty

Before getting started with learning how Buyer Permissions functions, it is recommended to know a little about how Retreaver’s Collaborators functions:

Getting started with Collaborators.

Permissions for buyers has a locking mechanic. You can lock the permissions to the entire company or to a specific collaborator or if the buyer is unlocked, the system will just use the permissions specified there. Most importantly, this feature allows you to give all or certain buyers the ability to edit their buyer record in your Retreaver account, making it so urgent late-night changes can be made without the account holder or superusers present, allowing granular customized control over all your buyers.

Default Buyer Permissions

Company-wide default settings can be configured for all collaborating buyers to inherit, even as you add new ones. Simply go to Settings and Company, then Edit. Otherwise, you can just click this link. You can choose what you do and do not want collaborating buyers to be able to see and modify by default. All collaborating buyers have these permissions until specified otherwise via editing Collaborator or buyer permissions explained further along.

default_role_permissions

The many default role permissions available for all collaborators managing buyers- unless otherwise overridden via the steps below.

Default Collaborator Buyer Permissions

You may also edit permissions for a collaborator in the event that they manage multiple buyers. By selecting Settings on the left menu, followed by Users and Collaborators, you can then select Permissions to edit what that individual has capabilities to do when managing buyers for your company.

Users_collab_permissions

How to edit Permissions for a specific collaborator.

On the following screen pictured below, you may customize this individual’s permissions within your company. Once you click the padlock icon, this unlocks the settings for this specific collaborator, overriding what you have set for default in the company screen described above.

collaborator_roles

Unlocking permissions and customize them per collaborator, or for Buyer-specific overrides by editing the collaborator.

Individual Collaborator Buyer Permissions

Lastly, you can override everything you’ve configured in the company defaults or the collaborator record above by selecting Buyers in the left menu then simply click the number for the Buyer. The following screen pictured below has the Permissions tab where you can customize the override permissions for any collaborator managing this Buyer.

buyer_specific_permissions

Unlocking the Permissions at the Buyer level, overriding all that is set in company or in the collaborator records.

Tag Types and Operators

February 12, 2016 | Angela Dougherty

Using the Tag Wizard

Use Retreaver’s simple Tag Wizard for easily managing the Tags on your Buyers, Numbers, Conversion Groups, and Tracking URLs.

Adding Tags

Click the Wizard icon next to any Tag input field to get started.

Step 1: Navigate to the relevant type, and select the Tag Key you want to use.

Step 2: Now we select the relevant operators for the type of tag you’re adding.

Step 3: Enter a value. We’ll compare the value on a call to this value using the operator you selected. If the call conforms to the resulting expression, we’ll call it a match.

Step 4: Click Add.

Step 5: Click Done.

tag_types

Steps to creating a Tag.

Note: Your settings will not be active or saved until you save the underlying Buyer, Campaign, or Number.

You’ll notice two different colored dots on Tags. A blue dot means the Tag has just been added to the object. A red dot means the Tag has just been added to the object and has not been used in your Retreaver account before. Use these dots to keep track of what you’ve changed.

Tag Types

choose_tag_type

Different types of Tags.

This variety of Tag types should make it easy to track and route calls based on time and numerical values.

Now you can track and route calls based on your caller’s credit rating or date of birth.

Possible uses of date tags include:

  • Sale date for a mortgage.
  • Date of birth for insurance.
  • Graduation date for education.

Possible uses of numeric tags include:

  • Sale price for home mortgage.
  • Credit rating for loans.
  • Purchase price for auto.

Click here to learn to filter calls to Buyers based on Tags


Tag Operators

Use tags with operators to more selectively control which Buyers get routed to, which conversion group is used, or which tracking URLs are fired.

Available Operators

Text

You can now use matching operators =~ and !~ on text tags to test for the presence or absence of a string or regular expression. Also available is the exclusion or not equal to operator, allowing you to block calls with certain attributes.

== [default]
Equals. The value on the call is exactly this value.
mortgage_type:==purchase

!=
Not equal to. The value on the call is anything but this value.
mortgage_type:!=refinance

=~
Matches. Matches the given string or regular expression.
caller_state:=~california|new york

!~
Doesn’t match. The value tagged on the call doesn’t match the given string or regular expression.
keyword:!~free

Numeric, Date, and Date-time

We now support a full range of operators on numeric, date, and date-time Tags.

You can create ranges by adding more than one Tag. A Buyer tagged with loan_amount:>100000 andloan_amount:<600000 will only receive calls where the caller is looking for a loan between $100,000.00 and $600,000.00.

== [default]
Equals. The value on the call is exactly this value.
loan_amount:==1500

!=
Not equal to. The value on the call is anything but this value.
callback_at:!=2014-12-25

<
Less than. The value on the call is less than the given value.
loan_amount:<1000000

>
Greater than. The value on the call is greater than the given value.
loan_amount:>0

<=
Less than or equal to. The value on the call is not greater than the given value.
loan_amount:<=1000000

>=
Greater than or equal to. The value tagged on the call is not less than the given value.
loan_amount:>=100000

sub_id:test and sub_id:==test in our system is the same thing. It’s a programming operator and not the same as query strings.

System Tags

All tags in the Retreaver system have been mapped to tag types. Calls are dynamically tagged with the value that would usually be used as a replacement token, as necessary.

Examples

No calls before a certain date

Tag your Buyer with call_start_time:>2014-07-17 to ensure they don’t get calls before July 17 2014.

Block calls from a certain Publisher

Tag a Buyer with publisher_id:!=1000 to block calls from Publisher 1000 from being routed to it.

No conversions after a certain date

Create a conversion group and tag it with call_end_time:<2014-09-01 to ensure a conversion isn’t triggered after August 31, 2014. Change the default conversion group to have a very high seconds value so it never converts.

Available Tags

Text Tags

campaign_id
The ID of the Retreaver campaign the call went through.
publisher_id
The Publisher ID of the party responsible for the call.
publisher_first_name
The first name of the party responsible for the call.
publisher_last_name
The last name of the party responsible for the call.
publisher_company
The company name of the party responsible for the call.
buyer_id
The ID of the Buyer the call was routed to.
sub_id
The sub-id ID responsible for the call. (Example: Bing)
called_number
The phone number the caller used to call in.
call_uuid
The Retreaver UUID for the call.
call_key
The secret key used to postback conversion information about the call.
caller_id
The phone number of the caller as it appeared on Caller ID.
caller_city
The caller’s city based on their phone number, or their precise city if they entered a zip code.
caller_state
The caller’s state based on their phone number, or their precise state if they entered a zip code.
caller_zip
The zip code the caller entered, if any.
caller_country
The country of the caller, based on their phone number or zip code.
call_forwarded_to
The number of the Buyer the call was routed to.
call_recording_url
The URL of the MP3 recording for the call.
call_status
The status of the call when it ended.
hung_up_by
Who hung up the phone first: caller or buyer.
converted
Whether the call converted.true or false. Note: This will be a boolean tag in an upcoming release.
duplicate
Whether the call was a duplicate of a previous call.true or false. Note: This will be a boolean tag in an upcoming release.
conversion_name
The name of the conversion criteria that was used for the call.

Date-time Tags

call_start_time
When the caller called the trackable phone number.
call_forwarded_time
When the caller was forwarded to a Buyer.
call_finish_time
When the call ended.

Numeric Tags

system_buyer_id
The Retreaver system Buyer ID of the party the call was routed to.
call_forwarded_duration
The number of seconds the caller was on the line with the Buyer.
call_duration
The total duration of the call, from start to finish, in seconds.
billable_minutes
The total number of minutes you were billed for the call.
charge_per_minute_in
The price per minute you were billed for the inbound call.
charge_per_minute_out
The price per minute you were billed for the outbound call.
charge_total
The total cost you were charged for this call.
conversion_seconds
The conversion timer that was reached.
revenue
The amount earned on the call, according to the conversion settings.
payout
The cost of the call, not including Retreaver charges, according to the conversion settings.

Dynamic CallerID Obfuscation

| Angela Dougherty

Dynamic

Changing the CallerID Obfuscation settings on a Buyer.

We’ve allowed our users to use a static Retreaver number as the outbound CallerID to their buyers for a long time now. This prevents dishonest call centers from sitting in a ring pool and silently stealing CallerIDs to call back. This works great, but many times call centers want to be able to track dupes and tie callers to previous calls on their own!

For this, we’ve invented something we’re calling Dynamic CallerID Obfuscation. It’s kind of like an anti-theft lock for your phone leads.

When Dynamic CallerID Obfuscation is enabled, we’ll send your call centers a unique CallerID based on the caller’s number. The area code and first few digits of the phone number will be the same so location data is preserved, but we’ll randomize the rest. Callbacks from the same caller will have the same CallerID at your call center.

If your buyers are collaborating with you, we’ll reveal the real number in the call log and reporting, but only if the call converts!

You must have the permission and co-operation of your Buyer to use Dynamic CallerID Obfuscation.

You can enable CallerID Obfuscation by editing your Buyer and changing the settings as seen above. To enable Dynamic CallerID Obfuscation, just select “Dynamic” and save your Buyer. Your Buyer must agree to this ahead of time, so be sure to communicate your plans with them.

Adding Buyers to an Existing Campaign

January 21, 2016 | Angela Dougherty

Step 1: Create a new Buyer

Select Buyers and then Call Buyers in the menu on the left. Now click on New Call Buyer.

new_call_buyer

Creating a New Call Buyer.

Don’t forget to configure correct time zone and hours of operation as well as concurrency caps for how many representatives are available.

Step 2: Edit the Campaign

Go to Campaigns and click the Campaign/CID. Then click Edit.

edit_campaign

Editing your Campaign.

Step 3: Add the Buyer to the Campaign Routing Settings

Scroll down to Routing Settings. Position the cursor at the end of the list of existing Buyers in the blank area shown below, after you click you may begin typing the name or phone number of the Buyer you want to select.

Routing Settings New Target

When a call comes in and the corresponding action occurs. If there is a greeting in Prompts, then we will prompt the caller to press 1. If there is no greeting in Prompts then the call will be routed straight through without prompting to press 1. We will then attempt to route the call to one of the Buyers. We take into consideration tags on the incoming call as well as the Buyer’s weight, priority, caps, and business hours.

Step 4: Add the Buyer to the Campaign Conversion Criteria

This is where you’ll enter what is on your insertion order if you have one. If no custom conversion group is created, the Default Conversion Group is used.Conversion Settings

  1. Scroll down for Conversion Criteria. 
  2. Click on the green plus sign button to the right.
  3. Name the conversion group for reporting purposes.
  4. Set correct de-dupe time frame.
  5. Click Wizard to enter our Tag Wizard. From here select Buyers, then under Value select the desired Buyer from the drop-down menu, or just start typing their name if you have many to choose from.

You may need to do this multiple times if you have a Buyer that has been split into many Buyers.

adding_buyer

Selecting a Buyer in the Tag Wizard.

6. Add in applicable timer, revenue and payout.Update

7. Save your changes by clicking on Update Campaign in the bottom right.

How Conversions Work

When the call ends, we evaluate each conversion group in sequence, checking to see whether the Tags match the call. If the call was routed to the Buyer and the conversion group is the first one to match, the conversion group will be used for this call. We then evaluate the conversion criteria, and if the call has converted, we set the appropriate revenue and payout.

Next Steps

Configure Repeat Caller Handling, Call Recording and more!

Grouping Buyers

July 1, 2014 | Angela Dougherty

Many Retreaver customers manage a large amount of geographically dispersed Buyers. We’ve made it easy to manage these by adding them to groups. Simply select the Buyers you want to group and click “Add to Group”.

add_to_group

Adding an existing Buyer to a Group.

contact_center_group
Adding a Buyer Group to a Campaign.

Use Buyer Groups any time you have multiple Buyers to add to a Campaign. Grouped Buyers are treated exactly the same as normal Buyers for call routing purposes. If a routing option has a Buyer Group that includes 3 priority 1 Buyers, and 1 ungrouped priority 1 Buyer, the ungrouped target will receive a call 25% of the time. Just like if the Buyers were ungrouped.

Shared Caps

shared_caps
Adding caps to a Buyer Group.

Buyer Groups have their own daily, monthly, and hard caps.
Calls contributing to a cap on a target will also contribute to caps on the Buyer Groups that the Buyer belongs to. Set a cap on the Buyer Group, and once the cap is reached, no Buyers in the group will receive calls.

Split Business Hours

Easily handle situations where a Buyer has staggered business hours. Simply create multiple Buyers, one for each time shift, and add them to a group. The cap should be set on the group, with the caps on the Buyers being left as infinite.

Once a cap is reached on the Buyer Group, they will be blocked from receiving additional calls, no matter which shift they’re on. You can combine caps on individuals with caps on the group to, for example, ensure a morning shift only gets a set number of calls each day.

Filter Calls to Buyers Based on Tags

February 15, 2014 | Angela Dougherty

Call recipients often have diverse requirements for the types of calls they would like to receive. By routing your callers only to Buyers relevant to them, you can easily increase your conversion rates and revenue per call.

You can add tags to a Buyer by editing the Buyers and scrolling to the bottom of the page where you’ll find the Tag list, these act as filters. Use our robust Tag Wizard to begin adding your filters.

If the call has a Tag, but the Buyer doesn’t, that will still pass as a valid Tag since the Buyer isn’t filtering that Tag.

tag_wizard

Adding a mortgage_type:==refinance Tag to a Buyer. Click Add then Done.

You may also key in Tags manually by entering them in the format tag_key:value. However, we strongly recommend the Wizard to ensure there are no errors.

Whenever a call comes in, we’ll evaluate the Buyer to see if the Tags match the Tags on the call. We’ll only route the call to the Buyer if the call has one or more matching tags per tag-key on the Buyer.

tag_list
Tag List with geo and mortgage_type tags used to filter call types.

For instance, if you tag a Buyer with geo:us-ca and geo:us-co, they will only ever receive calls from callers that are in California or Colorado.

Buyer Tags are not only for calls they want to receive, but also for calls they do not want to receive. For example: The buyer has voiced that they do not want calls from my fictitious Publisher named Tim Jones, so in the screenshot below, I’ve added a filter so that they never receive traffic from this specific Publisher.

This Buyer will never receive calls from this Publisher.

Calls are automatically tagged with the relevant publisher_id, campaign_id, sub_id, and geo tags. Tags can be passed in via our Retreaver.js API.

Adding geo Tags to a Buyer

When dealing with national ad campaigns, we often find that companies want to route callers to their local office. We also see situations where a call buyer has requirements that target certain states due to profitability or regional regulations. Retreaver makes it simple to route calls based on the caller’s location.

Calls that come in are automatically tagged with geo tags which can be added to your Buyers. The geo tags are based on the caller’s caller ID area code and can be refined by adding a zip code prompt.

wizard_pic

Allowing calls from all states except Alaska and Hawaii. 

Edit the Buyer, and add the appropriate geo tags to ensure that they only receives calls from the designated geographical areas. Geo tags are in the format: geo:[ISO 3166-1 alpha-2 country code](-optional state, province or zip). For instance, the tag for California is geo:us-ca while the tag for Canada is geo:ca. For a zip code 90210, the tag would be geo:us-90210.

How to prompt callers for their ZIP Code.