First Line Support Tips/Tools

• Lead sources that exist before the 'connection' need to be manually re-saved (just click Edit > Save). Otherwise, any records that use this lead source will be rejected by the connector (and will not show up in the Connector log).
• In order to get the sales person to sync they must first set the staff email in Motionsoft, then set the identical email in InTouch.  This will sync the staff record, and after that staff sync should work.

For this example, let's assume a Day 2 Not Visited Lead Call is enabled in the Follow-Up

Use case: Staff adds leads
1. Staff clicks 'Add Lead', fills in details, and clicks save
2. Staff is presented with the Follow-Up dialog which will show a 'Day 2 Call' as the next call. 
3. At this point, if the staff clicks 'Continue' then this call will be scheduled
4. However, if the staff clicks the call (which is a link) then they are brought to the screen which allows you to schedule a call. Just as if they had done this manually. If the user cancels this screen then no call will be scheduled
5. So... the only way to manually create a lead and not have a call scheduled is point 4 above

Use case: Web lead
1. Lead goes to website and fills in their details (we'll assume they enter a phone number)
2. Lead comes into InTouch automatically, however no automatic call is scheduled yet. This is mainly because the lead is not yet assigned to anybody
3. Lead is transferred to a real staff. At this point nothing is still scheduled.
4. The following morning (day 2 of the lead), the cron job runs at about 4am, detects that this user does not have any calls scheduled, and that the day 2 call is enabled, and schedules the day 2 call, to be made the same day

So there are two main things to know
1. The primary method of creating a follow-up call is via the Follow-Up Dialog. If a staff clicks to re-schedule the call but then does not schedule a new call, no call will be scheduled. This should be rare as normally the staff will just click Continue
2. The nightly job is a failsafe of sorts. For leads that don't have a call, but should, the nightly job will schedule a call FOR THAT DAY. This is important as the nightly job does not schedule calls in advance

The two examples given below will not have a call scheduled for them until the day of the call. So when Bethanie reaches day 14, she will get a call scheduled. If a staff happens to do another event for her (manual call/appt/task) and completes it, the follow-up dialog will show and the day 14 call may be created at that time.

Here is where you can get your computer specs (you will need to complete this check on each computer).

• GoToMeeting
• Adobe Connect
• CrossLoop (but need to download/create free account) - Free
• join.me https://join.me/ - Free and no download needed, just flash player