This page covers all the basics, it is a great place to begin and it will help you and your users get familiar with the system.

In simple terms these are the steps, full details are below.

Setup

1. Go to the Menu option, Setup > Owners.

2. Delete unwanted names and create new Owners.

3. Go to the Menu option, Setup > Responses.

4. Delete unwanted Responses (call outcomes) and create new Responses.

5. Go to the Menu option, Setup > Customer Status.

6. Delete unwanted Statuses and create new Statuses.

7. Go to the Menu option Setup > More > Call Guides.

8. Delete unwanted Call Guides and create new Call Guides.

Data Import

9. Go to the Menu option, File > Import.

10. Upload your CSV file, select your mapping and then set Owners, Customer Statuses etc. to what you want. For example - Default Owner=Unallocated and then Import the file.

Allocate data to agents

11. Go to the Account List.

12. Filter/Search by the Accounts you want to allocate (if all the Accounts in that Area need to be assigned you don't need to Filter/Search).

13. Click the Assign button on the Menu bar.

14. In the first drop-down, 'Choose accounts to modify', you will need to select 'All accounts in current filter' (this will still be the option you select if you haven't Filtered/Searched by specific accounts).

15. In the second drop-down, 'Action to perform', you will need to select 'Assign to Owner' or 'Assign to Multiple Owners'.

16. In the last drop-down, 'Action details', you will need to select the Owner(s) you want to allocate the data too.

17. Click Apply.

Setup User names

18. Go to Setup > Users > User Profiles.

19. Click New User.

20. Enter:

Username

Password

User details section:

Full name

Timezone

Country

Password Expiry

Defaults & Filters section:

Default Database Area: Select the default Area, select allowable Areas and check the Allow change box.

Default Owner: Select the default Owner, select allowable Owners and check the Allow change box.

Default Status: Select the default Status, select allowable Statuses and check the Allow change box.

Default Project: Select the default Project, select allowable Projects and check the Allow change box.

Emails section:

Email address

Permissions section:

The authority level is set to the correct level for the User in question.

The user type is set to the correct type for the User in question.

21. Click Save.