Reporting User Guide

LeaseHawk (800) 485-8430

Contents

Introduction ........................................................................................................................................................... 3 What’s New ...................................................................................... .............................................................. 3 Getting Started ................................................................................................................................................ 4

Reporting Commands ........................................................................................................................................... 5 Online Reports ................................................................................................................................................ 6

Exporting to Excel...................................................................................................................................... 7 Scheduled Reports .......................................................................................................................................... 7 Add Scheduled Report .................................................................................................................................... 8 Manage Scheduled Reports............................................................................................................................ 9

Edit Scheduled Report............................................................................................................................... 9 Set Up eMail Notification ............................................................................................................................... .10

E-mail Notification—feature description…………………………………………………………………………11View Account Report..................................................................................................................................... .12 Manage Employee Code............................................................................................................................... .13

Employee Codes—feature description .................................................................................................... .13 Utilization Reporting ...................................................................................................................................... .14

User Details—table.................................................................................................................................. .14 User Summary—table ............................................................................................................................. .15

Online and Scheduled Report Types: Activity Tables.......................................................................................16 Call Details—expanded support for Extension Routing .................................................................................17

MailMaster—feature description.............................................................................................................. .18 Voicemail—feature description................................................................................................................ 19 CallReview—feature description ..............................................................................................................19

Call Information Report…………………………………………………….......................................................... 20 CallStatus……………………………………………………………………………………………………………….. 21 Traffic Snapshot—table..................................................................................................................................22 Number and Feature Summary—table…………………………………............................................................23 Monthly Lead Trending by Ad Source—table ................................................................................................ 24 Call Summary by Date—table ........................................................................................................................ 25 Call Summary by Status—table ..................................................................................................................... 26 Call Summary by Employee—table ............................................................................................................... 27 Calls by Zip Code and Ad Source—table....................................................................................................... 28 Calls by Date and Ad Source—table.............................................................................................................. 28 Caller Names and Addresses (MailMaster)—table—…………………………................................................... 29 Multiple Calls from a Single Location—table..................................................................................................30

Online and Scheduled Bar Chart and Pie Chart Reports .....................................................................................31 Total Leads by Ad Source—bar chart ...............................................................................................................32 Cost Per Lead by Ad Source—bar chart........................................................................................................ 32 Peak Calls By Day—bar chart........................................................................................................................ 33 Peak Calls By Hour—bar chart .......................................................................................................................33 Average Call Duration by Ad Source—bar chart ........................................................................................... 34 Call Trending by Location—bar chart.............................................................................................................. .35 Lead Trending by Location—bar chart ........................................................................................................... 35 Calls by Zip Code—pie chart .........................................................................................................................36 Calls by Area Code—pie chart ....................................................................................................................... 36

Additional Integration Options ..............................................................................................................................37 Daily Lead Sheets ..........................................................................................................................................37 FTP.................................................................................................................................................................38 ADF………………………………………………………………….. ....................................................................38 Formatted Emails for Every Tracked Call ...................................................................................................... 39 XML ................................................................................................................................................................39

For More Information........................................................................................................................................... ..39

Introduction Welcome to CallTrackSM Reporting.

CallTrackSM Reporting is a unique window onto your investment dollars at work in advertising, infrastructure, and

staffing. LeaseHawk provides special-purpose phone numbers which our clients can publish in their advertisements. You

can request toll-free numbers, familiar local area codes, or vanity phone numbers with memorable digits or letters. With

our Geo-Routing feature, calls to a single regional or national phone number can be routed to different locations based on

caller state, region, or area code.

Our system tracks all incoming calls to these phone numbers and stores this information in a database. Call tracking

identifies the phone number of incoming calls—even missed calls—so you can call back promptly or automatically cross-

reference this number with published phone directory and US Census data.

You can mine valuable insight from your growing call-tracking database. CallTrack Reporting gives you the tools to

visualize your call data through secure, real-time, Web-based reports. Our reports help you see at a glance which ad buys

provide the best return on investment, which marketing messages are the most effective, which peak times require extra

call-handling staff, and much more. These reports range from pie charts and executive summaries to detailed tables that

cross-reference callers with US census data and nationwide demographics. Our intuitive customization tools help to

design reports that focus on the most relevant data. You can schedule direct delivery of reports to your email inbox.

• Your reports are available 24x7 through a secure Web login, via FTP downloads, or by email.

• Data integration flexibility enables seamless communication with your CRM (Customer Relationship Management)

system.

• Improved access logs and utilization reports allow managers to see who in their organization is viewing online

reports, listening to call recordings, and receiving email reports—and how often.

What’s New LeaseHawk Reporting has several recent enhancements.

• Geo-Routing Enhancements—LeaseHawk now offers automated routing to the nearest location! This innovation can

route a call based on the caller’s Area Code and Prefix to the nearest client location provisioned in CallTrack. This is

a terrific improvement over prior Geo-Routing provisioning, which had to be done manually, region by region. Now

“Nearest Location” routing can be configured directly in CallTrack Provisioning. This specialty routing feature is an

industry leader, and it fully complements other LeaseHawk products like CallTrack Reporting.

• Number and Feature Summary—this report has new columns for Geo-Routing and Extension Routing.

• Enhanced Caller Names and Address Report—besides each caller’s name and address, this redesigned report now

has columns for each caller’s first call, most recent call, total number of calls, and total duration of all their calls.

• ADF XML Enhancements—CallTrack can post or email an ADF file at the beginning ANDat the end of the call in

different formats. For example, say a call comes into a salesperson. LeaseHawk can send an email to the

salesperson at the beginning of the call, AND route the caller’s information directly to the salesperson’s CRM

(Customer Relationship Management) application by HTTP post. This ability to accommodate different formats is

great for large companies (e.g., auto dealerships) that utilize different CRM’s at different locations.

• XML Integration Enhancements—now allows for Local Number Provisioning

• Extension Routing—now in its second phase—allows up to three levels of extension routing. Example: A caller calls

a published number and is prompted with a custom-recorded voice menu. They select 1 for Western United States

Sales. The caller is then prompted with another menu, and selects 23 for California Sales, and then hears another

menu, and selects 5 for Southern California Sales. Here are additional enhancements.

o Filtering by extension—Online Reports have a new extension filter. o Sorting by extension—Call Detail Report (in both online web and Excel format) has a new Extension column,

which can be used for sorting. o Real-time Extension Routing Activation—new extension routings (or changes to active extension routings) take

effect immediately after provisioning by Customer Care.

o Repeat extension prompt—callers can hear the menu again (at their current extension level) by pressing star (*).

• New Sales Status values are available in Call Details Options Report: Hot Lead, Needs Follow Up, and Prospect.

• DID End Report—this scheduled report shows which tracked phone numbers have reached their campaign end date.

LeaseHawk 3 (800) 485-8430

Getting Started Log in with your username and password.

To help you get started right away, LeaseHawk provides a Reporting username and password as soon as your

LeaseHawk order is finalized.

Here is the URL to log into LeaseHawk Reporting directly. http://www.leasehawk.com/reporting-login/

You may also log in via the LeaseHawk website. (This may not apply to co-branded or private label clients.)

1. Browse to www.leasehawk.com and click Reporting Login.

2. Enter your username. Enter your password. Click Sign In

For help with your password or any part of this website, you may contact LeaseHawk Customer Care at (800) 485-8430

or email support@LeaseHawk.com. If you are unable to log in with a particular username and password, verify with

Customer Care that this username and password have been assigned permission to run Reporting.

For Reporting to work properly, you may need to disable pop-up blocker software or configure it to allow pop-ups

from LeaseHawk.com. In addition, your internet browser should be Microsoft Internet Explorer version 6.0 or

higher.

LeaseHawk 4 (800) 485-8430

Reporting Commands During your Reporting sessions, these commands are on the left menu.

The left menu has the main Reporting commands. They are visible

from login to logout throughout your session. The active command

is in bold yellow. Inactive or unavailable commands are grayed

out.

Online Reports—Create and run reports on demand in a pop-up

window. Choose from around twenty different report types.

Customize these reports using filters for selected customer/sites, ad

sources, dates, and times.

Add Scheduled Report—Create a report to run on a regular

schedule. Every time it runs, it will be emailed automatically to a

list of recipients you provide. These reports may use the same

filters as online reports.

Manage Scheduled Reports—View or edit your list of scheduled

reports. Search for reports by user-entered report name,

customer/site company name, or recipient email address. Select a

report to edit or delete.

Set Up eMail Notification—Create or edit email notification for

missed calls or new LeaseHawk voicemail messages.

View Account Report—Report on all customer/site information

including ad source names, tracking numbers, start dates, end dates

and target numbers.

Utilization Reporting—Generate User Details and User Summary

online reports. These show how often and in what ways users have

utilized CallReview, Provisioning, and Reporting.

Contact Customer Care—Call LeaseHawk Customer Care to

obtain assistance.

LeaseHawk 5 (800) 485-8430

Online Reports See call-tracking reports on demand in a popup window.

Select one of about 20 different report types and set filters

if desired. Click View Report. The report is displayed in a

popup window.

To best visualize your call data, call-tracking reports come

in a variety of different styles: tables, line charts, bar

charts, and pie charts. You can export table-style reports to

Microsoft Excel for integration or further analysis.

Use filters to zoom in on the information most relevant to

your business. Filters can restrict the scope of a report to

one or more selected customer/sites, call results, ad

sources, or extensions. You may also filter calls by

duration, date range, time of day, and weekend versus

weekday.

You can freely experiment with different report types and

filter settings. With practice, you will quickly learn how to

focus on the information which is most valuable to you.

Each report is generated in a new window. To try a report

with new settings, close the window, adjust the report type

or filter settings, and select View Report again.

Here’s how to create an online report.

1. Select the type of report you want. 2. If desired, you can set filters to restrict a report to

selected customers/sites, call results, and ad sources.

(Only customer/sites authorized for your username &

password are displayed for you to select.) To select

multiple items in each of these filters, drag the mouse

or depress the Shift or Ctrl keys while selecting. To

display and select inactive customer/sites or

ad sources, uncheck show only active customer/sites

or show only active ad sources. New!—now you can

filter online reports by extension routing (including

multilevel extensions).

3. If desired, you can set cut-offs for the minimum and

maximum durations of calls to be reported. For

example, to report only calls over 60 seconds in

length, select o from: 60 sec o to: Any

4. Select a date range for calls to report. This may be a

built-in date range, like Today or prior month, or you

may also enter a custom date range. For example, to

include calls from 1st

quarter 2011, select o date range: Custom o from: Jan 1 2011 o to: Mar 31 2011.

5. If desired, you can restrict the report to particular hours of the day or only weekends or weekdays.

When ready, click View Report. The report is displayed in a popup window. The report header shows the report type and

any filter selections you have made.

LeaseHawk 6 (800) 485-8430

Exporting to Excel Export text-based reports in Excel format.

Look for the EXCEL link on the upper right of the report window.

With this feature, you can integrate your LeaseHawk data with Microsoft

Excel or other compatible applications for further business analysis. Text-

based (non-graphical) reports can be exported this way.

Scheduled Reports Generate reports automatically on a regular schedule and send them to a list of email addresses.

Scheduled reports help you manage your business automatically.

• Automate the reports you use most.

• Sent reports to associates who do not run online reports.

Scheduled reports are very similar to online reports, but they run on a regular schedule (or report frequency) which you

arrange. Each scheduled report covers call activity for the time period since the last scheduled report. For example, if you

set up a scheduled report to run at 1:00 AM on the 1st

of the month, it will cover call activity since 1:00 AM on the 1st

day

of the previous month.

Scheduled reports can be customized with the same filters used for online reports. With scheduled reports, you also set

how often and what time of day to run the report.

Just as with online reports, you should feel free to experiment to find the best filter settings and report frequency for your

business. As with online reports, filter settings are near the top of every report. To view, change, or delete scheduled

reports, use Manage Scheduled Reports.

Internet Explorer 6.0 or greater is required to view scheduled reports. If your company has a firewall, spam filter or other

internet access restriction, you may need to contact your IT administrator to ensure that LeaseHawk reports are able to get

through.

Separate scheduled report EXCEL format for Call Details, Traffic Snapshot, and Number And Feature Summary

Some scheduled reports are available in two different formats: HTML format (like online reports) and EXCEL format

(available online with the EXCEL link). Here are the reports offered in both formats.

• Call Details

• Traffic Snapshot

• Number And Feature Summary

LeaseHawk 7 (800) 485-8430

Add Scheduled Report Create a report to run on a regular schedule. Every time it runs,

it will be emailed automatically to a list of recipients you

provide. These reports may use the same filters as online

reports.

Here are the steps to set up a new scheduled report.

1. Enter a name for the report. (You can always change the

report name later, if needed.) Emails with this report will

have subject: LeaseHawk Scheduled Report (<report

name>). This email subject line can be customized for

LeaseHawk private label clients.

2. Select how frequently you want this report to run: every 1-6

days, every 1-3 weeks, or every month on a particular date.

(The frequency will also be the date range covered by the

report.) Select the time of day to begin generating the report

(Pacific time).

3. Select the type of report.

4. Just as for online reports, you may select filters to restrict

the scope of the report to certain customer/sites, call results,

and ad sources. Which sites are shown in the customer/site

field will depend on your assigned permissions. To select

multiple items, drag the mouse or depress Ctrl or Shift while making your selections.

5. You may restrict the report to only calls longer than a

certain duration (or within a range—for instance, calls from 10 sec to 5 min in length).

6. You may restrict the report to a certain range of hours of the

day, or to only weekends or weekdays.

7. You may choose dates to start or stop generating this

particular report. By default, the report will run from now

on. 8. Enter the email addresses of recipients, one per line.

Addresses with an asterisk (*) will not be delivered.

When ready, click Create Report. You may remain on this

screen and use CREATE REPORT for as many requests as

needed.

LeaseHawk 8 (800) 485-8430

Manage Scheduled Reports

View or edit your list of scheduled reports.

Search for reports by user-entered report

name, customer/site company name, or

recipient email address. Select a report to

edit or delete.

• Edit the list of email recipients.

• Edit the filters for each report.

• Verify when the next report will run.

For each scheduled report, Manage

Scheduled Reports shows

• the assigned name

• the report type and frequency

• the customer or customers included in

the report

• the username who created each report

• the start and end date of scheduled runs

• the date or time of the next scheduled run

• the status of the previous run

Note: Last Status shows whether or not a report was successfully sent. It does not show if the report was successfully

delivered or received. A report’s last status may be OK, even if recipients have blocked the email, or if the email has

landed in their spam filters.

Manage Scheduled Reports functions like other Manage… lists in Reporting and Provisioning.

• Enter filter text and click Find to see only matching scheduled reports.

• Click any column heading to re-sort the list by that column.

• Click Recently Accessed to limit the list to recently accessed reports.

To edit or delete a report, select a radio button in the left column, and click Edit or Delete.

Edit Scheduled Report View or modify settings for a scheduled report.

This task looks and functions just like Add Scheduled Report. When editing a scheduled report, all fields except

frequency may be changed. If the frequency of the report needs to be altered, create a new scheduled report and delete the

old one.

LeaseHawk 9 (800) 485-8430

Set Up eMail Notification Receive an email for every new LeaseHawk Voicemail or missed call.

You do not need to check repeatedly for missed calls or new LeaseHawk voicemail. You can set up email notification for

either of these events. On the left menu, select Set Up eMail Notification. Check whichever box applies (or both):

• Activate voicemail notification

• Activate missed call notification.

Any changes to these settings take effect on the following day. If you regularly work with multiple customer/sites,

remember that email notification settings are managed independently for each customer/site.

LeaseHawk 10 (800) 485-8430

E-mail Notification—feature description

Here is a sample of the notification email which can be sent for every new voicemail or missed call. From: csnotify [mailto:csnotify@LeaseHawk.com]

Sent: Saturday, December 24, 2005 5:32 PM

To: <your name>

Subject: LeaseHawk Voicemail Notification

A new voicemail message has arrived for your business (<customer site name>). The caller's

telephone number is (310) 555-1698

The details of the call are as follows:

Date: 12/24/05

Day: Sat

Time: 5:31 PM

Index #: 46123

Customer Location: <customer site name>

Ad Source: <ad source name>

Call Duration: 0:00:19

Caller Number: (310) 555-1698

The voicemail message is provided as either an attached file or as a link displayed at the

end of this email. You are also able to listen to the voicemail message via the LeaseHawk

web-reporting site; you can sign-in at http://reporting.LeaseHawk.com/webreports.

Please forward all questions and comments to support@LeaseHawk.com or call LeaseHawk

Customer Service at (800) 485-8430.

Thank you.

Voicemail Message Link

To hear the new voicemail message for your business (Checklist Company), click on the

following link.

http://reporting.LeaseHawk.com/webreports/audio.jsp?callID=1025556132&mailboxID=555

LeaseHawk 11 (800) 485-8430

View Account Report For every customer/site on the account, list all its advertising campaigns: ad source, tracking phone number, target

phone number, ad cost, cost basis, start date, and end date.

Use this report as a reference whenever a publication needs a tracking number; ad cost information needs to be updated;

or there is a question about the start and end dates of a tracking number.

Ad cost and basis data is available only if provided by the client. This data may be entered by LeaseHawk Customer

Care or in LeaseHawk Provisioning with Add Campaign or Edit Campaign.

LeaseHawk 12 (800) 485-8430

Employee Codes—feature description Track which employees handle incoming calls.

With Employee Codes, whoever answers an incoming, tracked call is asked to enter a numeric code on the telephone

keypad at the end of the call after the caller hangs up. A voice prompt says, Please enter your Employee Code followed

by the pound sign. Typically this is a numeric code identifying that employee. CallTrackSM interprets the tones from the

numeric keypad and stores these digits in the database.

Call Summary by Employee Code shows call details broken down by employee code.

When Employee Code is active, it is also included as a column in the Call Details report.

LeaseHawk reports will accurately reflect employee codes only if employees consistently enter their code when prompted

at the end of each call.

LeaseHawk 13 (800) 485-8430

Utilization Reporting User Details and User Summary online reports show how your employees use LeaseHawk CallReview, Reporting, and

Provisioning.

• Evaluate productivity of employees using LeaseHawk tools and applications.

• Identify training needs.

• Analyze the LeaseHawk work habits of your most successful employees.

Only users with full, unlimited reporting permission for all customer/sites on the account can run these reports.

User Details—table List LeaseHawk activity details for one or more users you select.

User Details shows the dates and times users activated Reporting and Call Review functions. It also lists details about

these actions, like filter settings and customer/sites, or what phone number the employee called from to check

LeaseHawk voicemail.

LeaseHawk 14 (800) 485-8430

User Summary—table Summarize all the LeaseHawk actions for one or more users you select.

For the users you select, User Summary summarizes Call Review activity, LeaseHawk logins, an itemized table of reports

they ran. It also lists any users from your selected group without any actions for the selected time period.

• Call Review Summary—the number of calls users have reviewed and the number they have deleted.

• Login Summary the number of times users have logged into Reporting and Provisioning.

• Users With No Actions—list of users without any recorded LeaseHawk activity.

• Report Summary –itemized table of all online and scheduled reports run by each user.

• Report Legend—key to Report Summary codes: R01, R02, S01, S02, and so on.

LeaseHawk 15 (800) 485-8430

Online and Scheduled Report Types: Activity Tables

Here are the table-style report types available in Online Reports and Add Scheduled Report. In the pages that follow,

report types are discussed individually.

Activity Reports—tables

• Call Details

o EXCEL: Call Details (listed as separate type for scheduled reports or use EXCEL link in Call Details)

• Traffic Snapshot

o EXCEL: Traffic Snapshot (listed as separate type for scheduled reports; for online reports use EXCEL link.)

• Number and Feature Summary

o EXCEL: Number and Feature Summary (listed as separate type only for scheduled reports, not online

reports)

• Monthly Lead Trending by Ad Source

• Call Summary by Date

• Call Summary by Status

• Call Summary by Employee

• Calls By Zip Code and Ad Source

• Calls By Date and Ad Source

• Caller Names and Addresses

• Multiple Calls from a Single Location

LeaseHawk 16 (800) 485-8430

Call Details—Extension Routing Report on tracked call details in a table, one call per

line. Use active links to manage journal notes, audio

recordings, employee codes, and caller ID info.

Call Details is not only a powerful way to examine

your call-tracking data. It also has active icons and

links to help manage optional LeaseHawk features.

See caller phone numbers and call results, even for

missed calls. When returning missed calls, be sure to

comply with Do Not Call legislation.

The top portion of the report has the dates and times

covered by this Call Details report, as well as any

other filters: by call duration, customer/sites, call

results, or ad sources. Next, a single row has the total

number and average duration of calls on this report.

Call details are listed in a table, one call per row.

Each call listing has columns for Index, Date,

Employee, Day, Time, Location, Ad Source, Result,

Duration, Status, Caller Number and company Target

Number.

Here is an explanation of these columns.

• Index—If present, an index number uniquely

identifies each audio recording in a call mailbox.

Each customer site has a separate mailbox for

every target number it employs. Each mailbox

holds all audio recordings from the previous

thirty days, plus up to thirty (30) recordings

saved indefinitely. The index column may have

duplicates; these are messages in different

mailboxes.

Click a speaker icon to play a CallReview or

LeaseHawk Voicemail recording. Initially

the status column is Unreviewed. Once the

audio has been played back, the Status

column for the call will be Reviewed when

Call Details is run again.

Employee—Click a name link (e.g., Suzie Queue), a number link (e.g., 068), or employee icon to add or update an

employee code associated with the call. Any change will be seen the next time Call Details is run.

LeaseHawk 17 (800) 485-8430

Call Details continued

• Location—Customer/site receiving the call.

• Extension Routing—new!—name and number of extensions entered by the caller (or default): Ext. number: name.

If routed through more than one level of extensions, Ext. number: name > Ext. number: name > Ext. number: name.

• Result—Call routing outcome. Every call will have one of these results.

C The call Connected to a target number, via regular or special routing.

B The call routed to a target number, but it was not connected, because the system received a Busy signal from that

line. LeaseHawk Voicemail, if activated, will answer these calls.

N The call routed to and rang at a target number, but it was not connected, because the system received

No Answer. LeaseHawk Voicemail, if activated, will pick up these calls after a selected number of rings.

A The call was not connected, because it was Abandoned: the caller hung up before two (2) complete rings, and

before anyone answered the phone.

• Special routings—In addition to one of the regular routing results, the call Result column for specially configured

tracking numbers may have one or more of these indicators:

E Extension Routing: After calling the tracking number, the caller was prompted (one or more times) to enter an extension. The call was routed to the preconfigured target number or additional routing (time of day, overflow,

or voicemail) for this extension. To configure target numbers and voice prompts for Extension Routing, please

contact Customer Care.

T Time of Day Routing: Call was directed to an alternate target number based on the time of the call. Time of day

routings (also known as Call Center routings) may be configured by Customer Care. Self-provisioned clients

may use the Provisioning application to configure these numbers.

O Overflow Routing: Call was directed to an alternate target number by an overflow routing (managed in Call

Center Routing), which redirects tracked calls to an overflow target number after a selected number of rings.

• Status—This includes any Sales Status or Call Type Status entered in the Options Report (see below), as well as

audio review status if audio is present.

o If set, Sales Status is Not called, Called, Appointment Set or Sale Closed. o If set, Call Type Status is Vendor, Wrong Number, Second Call, or Current Customer.

o If audio is available for a call, its review status is listed as Reviewed or Unreviewed.

• Caller Number* / Target Number—Click bold underlined caller numbers to run MailMaster.

MailMaster—feature description Look up the name and address associated with the calling phone number, if available, and cross-reference this address

with demographic data from the US census.

MailMaster feature looks up the name and address listed for the calling phone numbers, whenever this information is

available. It also cross-references ZIP codes with U.S. census data. This can help to show how well your company’s

advertising reaches the most desirable markets in your area. When this information is available, the caller number is

displayed in bold underline as a link (e.g. (310) 555-1233). To MailMaster data, click this phone number link.

Local ordinances and telephone company policies will determine the availability of caller names and addresses. Name and

address lookup may not be possible in cases where callers have requested an unlisted phone number or when they have

made other special privacy arrangements. Across the US, MailMaster has 40% to 50% lookup success rate; however this

rate varies widely by locality.

LeaseHawk 18 (800) 485-8430

Voicemail—feature description When your lines are busy or you cannot answer, LeaseHawk Voicemail is available to answer calls to your tracking

numbers. LeaseHawk Voicemail is included in many LeaseHawk feature packages.

LeaseHawk Voicemail is a fully integrated part of the LeaseHawk call-tracking and reporting system. It can be

configured to record incoming messages from your potential consumers whenever your team does not answer calls

directly.

• When your company phone is busy

• After your normal business hours

• Whenever there is no answer at your company phone number

LeaseHawk Voicemail messages and recordings are tracked and numbered. Your company’s employees can listen to

LeaseHawk Voicemail recordings using Call Details report. Other reports show how many incoming calls went to

LeaseHawk Voicemail. Utilization reporting displays how employees at your company are listening to LeaseHawk

Voicemail and CallReview recordings. Since caller phone numbers are tracked for LeaseHawk Voicemail calls just as for

calls answered in person, you can use MailMaster to cross-reference these phone numbers with names and addresses and

nationwide demographic information from the US census data. Here are some important guidelines for LeaseHawk Voicemail subscribers. These steps should be performed as soon as

possible after activating this service.

• Make sure to personalize your greeting. Contact Customer Care for assistance with recording your initial greeting.

• Disable any other voicemail system, or configure it to answer after the fourth ring. LeaseHawk Voicemail will

answer on the third ring by default. LeaseHawk cannot properly track or report calls picked up by non-LeaseHawk

voicemail.

Unless saved, messages are automatically discarded from the LeaseHawk system after thirty (30) days. You may save up

to thirty (30) messages, per customer site, per target number. Saved messages are stored indefinitely in the LeaseHawk

system for later retrieval. You may also use CallShare to email Voicemail recordings as attachments to 1–5 recipients.

You may save unlimited Voicemail recordings with CallShare by emailing them to your own address and saving the

attachments on your computer.

CallReview—feature description CallReview is an optional service which records every incoming, answered call to a tracking number. Callers hear a

polite message notifying them that the call is recorded. CallReview is included as part of many LeaseHawk packages.

CallReview recordings allow sales professionals to hear themselves as prospective customers hear them. CallReview can

also be an invaluable record of previous conversations to prepare for the next meeting. (Only calls to your tracking

numbers are recorded, not calls to your regular number.)

At the end of each call, LeaseHawk assigns an index number and states the actual phone number from which the call was

made. You should add this index number to your phone log for future reference. This number allows you to quickly find

and review the call, either by calling the Message Retrieval System, or by using the Call Details report.

Callers to your tracking numbers will hear a polite message notifying them that the call is recorded. This message can be

stated in English or Spanish. Notify your LeaseHawk representative if you wish to use the Spanish language version.

Because the CallReview disclaimer must satisfy legal requirements, it cannot be customized like the consumer-side

greeting, and it will not be delivered by the same voice.

With LeaseHawk, your data is secure and fully password protected. As part of this protection, CallReview message-

retrieval system is set up with a system of access permissions. Users with so-called limited reporting permission cannot

delete or change the reviewed status of CallReview calls. This way your organization can differentiate between regular

call reviewers and LeaseHawk users in a management or oversight capacity.

Unless saved or deleted, calls stay in the system for 30 days and then are erased.

Burn CallReview Calls to a CD

CallReview files are saved in the .asf format. These files may be burned to CD using Windows Media Player or other

multimedia software.

LeaseHawk 19 (800) 485-8430

Call Information Report Perform operations with a call audio recording: play it, email it, save it, or delete it. In this area you can enter sales

status and call-type status. See manage journal notes.

To open the Call Information Report, run Call Details report, go to the Index (leftmost) column, and click the admin link.

The top section summarizes important

information about this tracked call.

This includes Extension Routing, if any.

(Extension Routing is configured by Customer

Care. See Provisioning User Guide.)

Here is an example.

Ext. 1: Western U.S. > Ext. 21: Calif. > Ext. 901:

Westlake.

Audio Options

Options to email, save or delete audio

recordings are normally available to LeaseHawk

CallReview subscribers for thirty (30) days after

each recorded call. After this period, audio

recordings are deleted unless saved by the

customer in one of the following ways.

Email It: Click this link to open Report and arrange

to send the .asf audio file as an attachment to up to

five (5) recipients. You can also save as many

calls as you like on your own computer: email

them to yourself, then download and save the .asf

attachments.

Save It: Save the audio recording indefinitely in

this mailbox in the LeaseHawk database.

Recordings saved in this way will not be discarded

after the usual thirty (30) days. Each customer or

site has a separate LeaseHawk mailbox for every

target number. Each of these mailboxes can hold

up to thirty (30) saved audio recordings, in

addition to the audio for all recorded call traffic

from the previous 30 days.

Delete It: Erase the audio file from the LeaseHawk database immediately after it has been reviewed. Voicemail

recordings may be deleted by Reporting users with any level of permission. CallReview recordings may be deleted only

by users with full Reporting permission, typically supervisors or administrators.

Since audio recordings are normally discarded by the LeaseHawk system after 30 days, there is no need to delete each call

manually.

LeaseHawk 20 (800) 485-8430

Call Status

Enter sales-related or call-type status details.

You can select Sales Status and Call Type

Status details to track the progress of a call

within your business. These values are user

entered, not system generated. They may be

saved in the LeaseHawk database for your

recordkeeping, but they do not affect

LeaseHawk operations. You are free to use

them according to your company policies and

practices.

Sales Status—Not Called, Called Back,

Appointment Set, and new values: Sale

Closed, Hot Lead, Needs Follow-up, Prospect,

Lost Prospect.

Call Type Status—Vendor, Wrong Number,

Second Call, or Current Customer.

Journal

View or add journal notes and comments to a call.

To add new comments, click in the lower box and

begin typing. When finished, click Save Changes.

Calls with journal entries will be flagged with a journal icon in Call Details.

LeaseHawk 21 (800) 485-8430

Traffic Snapshot—table Show which advertising sources are most effective at generating leads. Catch lapsed or cancelled ad sources that still

receive calls. See call routing outcomes overall and by day of the week.

• See how many calls were connected, missed, or busy—for the entire report period, and also broken down by day of

the week.

• Determine staffing and scheduling for peak

call times and days.

• Identify peak days and times for all calls,

and for missed calls in particular.

This report may be exported to Microsoft Excel

for integration or further analysis.

For each ad source Traffic Snapshot has

o the number of leads generated,

o the calculated cost per lead,

o the average call duration, and o the percentage of the total leads

generated by this ad source alone.

A summary of call traffic for the entire report

period shows

o the percentage of calls answered at the

site;

o call total and counts of repeat calls, no answer outcomes & busy outcomes.

Traffic snapshot also lists inactive ad sources.

These might refer to advertising campaigns

which have ended, been cancelled or are in call

referral period. If inactive campaigns are still

receiving enough calls, you may choose to

renew the advertising source and recover these

potential leads.

Peak Calls Received and Most Calls Missed by

Day and by Hour help determine staffing needs.

Review this information quarterly to see if

staffing and scheduling reflect consumer

calling patterns.

LeaseHawk 22 (800) 485-8430

Number and Feature Summary—table—now with Geo-Routing data! List tracking number assignments and their active features.

This report may be exported to Microsoft Excel for integration or further analysis.

The top portion of the report shows any filters used to pull the report (Dates & Times, Call Duration…).

Summary shows start and end dates for this report, total number of connected calls, total duration of these calls, and total

number of active tracking number assignments.

Number Summary

• The total count of connected calls and cumulative duration of these calls taken together

• The total of active tracking-number assignments, and how many of these have no traffic

Feature Summary

• The count of tracking numbers on the account each feature active.

• The features assigned to each active tracking number

Each tracking number listing has customer code, customer name, tracking number, days active, call count, total call

duration, and on/off status of these features: MailMaster, CallReview, Whisper greeting, LeaseHawk Voicemail, Number

of Rings before No Answer (RNA), Consumer Greeting, Extension Routing, Geo-Routing, Call Center Routing, and ADF

XML.

LeaseHawk 23 (800) 485-8430

Monthly Lead Trending by Ad Source—table See monthly ad response traffic, month by month. Identify ad sources with no calls.

This report may be exported to Microsoft Excel for integration or further analysis.

For this report, we recommend you use report periods beginning on the first day and ending on the last day of a month.

This will avoid misleading call counts for partial first or last months in the report period.

LeaseHawk 24 (800) 485-8430

Call Summary by Date—table See table of call-routing outcomes, one line per day.

• This report helps you schedule call-

handling staff based on phone traffic

history.

For every date in the range you specify,

Call Summary by Date has the total number

of tracked calls, together with a breakdown

of how these call routings turned out:

connected, busy, no answer, forwarded by

time-of-day or overflow, or voicemail. The

final column shows the percentage of

tracked calls that were answered. This

report may be exported to Microsoft Excel

for integration or further analysis.

Here is more detailed information.

The Connect and % Answered columns are

important, since they give you an idea of

how many tracked calls were handled by a

person. % Answered is computed by

dividing Connect / Total Calls, expressing

this ratio as a percentage.

The Busy and No Answer columns refer to what the LeaseHawk system finds on your company target numbers, not what

the caller hears. If Overflow routing or LeaseHawk Voicemail is active, Busy and No Answer calls can be forwarded to an

overflow target number, or they can be picked up and recorded by LeaseHawk Voicemail. Your potential customers need

never hear a busy signal or endless ringing.

The Time of Day column has the number of calls directed to alternate target numbers by time of day routing. This special,

optional routing configuration directs incoming calls for a single tracking number to different target numbers, based on

the times when calls are made.

When active, LeaseHawk Voicemail will pick up any calls which ring busy or no answer on your target phone

number. The Voicemail column can be computed by adding Busy + No Answer. The Voicemail column is the number of

calls picked up by LeaseHawk Voicemail, not by any other voicemail system. Any calls picked up by a different

voicemail system will not be counted correctly and instead will show up in the Connected column.

LeaseHawk 25 (800) 485-8430

Call Summary by Status—table See table of day-to-day call-status totals, one line per day. See how many calls were connected, recorded, and reviewed.

• Most of these tracked call-status values are user-entered. (See Call Details—Options Report)

• This report may be exported to Microsoft Excel for integration or further analysis.

The top portion of the report shows the date range of the report and any additional filters—Call Duration, Customer Sites,

Call Results, or Ad Sources. Each line in the day-to-day call-status table shows the date and call total followed by call

counts for connected and recorded calls. This recorded call count will include CallReview and LeaseHawk Voicemail

calls, followed by a breakdown of how many of these recorded calls are unreviewed or reviewed. The rest of the columns

are call counts for user-entered status values: called, appointment set, sale closed, wrong number, second call, and current

customer.

Show All

LeaseHawk 26 (800) 485-8430

Call Summary by Employee—table See how many calls each employee handles. See how these totals break down into call status categories.

• How often do employees return or follow up on missed, answered, or recorded calls?

• How does call handling translate into sales?

This report is available to users with full, unlimited reporting permission for LeaseHawk customer/sites which subscribe

to the Employee Code feature. Contact your LeaseHawk sales representative if you would like to take advantage of

Employee Codes. Call Summary by Employee Code may also be exported to Microsoft Excel for integration or further

analysis.

Employee codes require a little training, practice, and light maintenance to use most effectively. Employee codes will be

recorded properly in your call database only if employees remember to enter the correct code at the end of the call. It is

easy to use Call Details Report to correct missing or erroneous Employee Code entries.

Adding missing employee codes

• To fill in any gaps in the call record, missing codes may be added later in Call Details Report. All Reporting users

with access to the affected customer/site may add missing employee codes, even users with limited access

permission.

Modifying saved employee codes

• To correct erroneous employee codes in the database, employee codes may be changed in Call Details Report. Only

Reporting users with full (unlimited) access permission for the affected customer/site may change a recorded

employee code.

The upper part of the report shows filter settings (Dates & Times, Call Duration, et al).

A single TOTALS row has overall call totals for all employees, plus a breakdown for each call status category:

• Called, Sale Closed, Appointment Set, Vendor, Wrong Number, Second Call, and Current Customer .

The Employee Code table has one row for every employee code. Each row has

• Employee name if available, otherwise employee code number;

• Totals of all calls, connected calls, and CallReview recorded calls handled by this employee;

• The number of CallReview recordings Unreviewed and Reviewed.

• The number of calls under each call status category: Called, Sale Closed, Appointment Set, Vendor, Wrong Number,

Second Call, and Current Customer.

LeaseHawk 27 (800) 485-8430

Calls by Zip Code and Ad Source—table

Calls by Date and Ad Source—table See zip code/city reach of each advertising source. See dates that each ad source generated calls.

• Compare advertising campaign dates to the dates calls were actually generated

• Compare advertising campaign target markets to the actual markets that generated calls

Calls by Zip Code and Ad Source report may be exported to Microsoft Excel for integration or further analysis. Zip codes

are based on the central office of the caller’s local phone carrier. City names are based on the default name used by the

US Postal Service. Many zip codes may have other city names which are also valid but are not shown here.

LeaseHawk 28 (800) 485-8430

Caller Names and Addresses (MailMaster)—table—now with call history! See caller names and addresses wherever available. New enhancement—a breakdown of caller history for each caller:

date and ad source of their first call, most recent call, and the total duration and number of all calls from that caller.

• Create a marketing database of prospective customers

• Follow-up by mail with prospects who could not be reached by telephone

Caller Names and Addresses may be exported to Microsoft Excel for integration or further analysis.

This report is available to MailMaster subscribers. Local telephone companies determine the availability of caller names

and addresses. Name and address lookup may not be possible when callers have requested an unlisted phone number or

made other special privacy arrangements with their local phone company. MailMaster averages 40% to 50% success

across the USA; however this rate varies widely by locality.

LeaseHawk 29 (800) 485-8430

Multiple Calls from a Single Location—table See call counts for phone numbers with multiple calls to your tracked phone numbers.

• Highlight repeat callers—how often they called and how long those calls lasted.

• Identify internal business abuse of tracking numbers.

• Track the business results—good or bad—from multiple calls.

• Improve your company’s phone-policy training.

• Flag personal phone calls being made to toll-free numbers.

Training issues

Do most people call more than once? Are employees answering callers’ questions? At the end of a call, do callers have all

the information they need?

Personal Phone calls

Look for high total duration. For a benchmark total duration, estimate the average, appropriate call length and multiply it

times the number of calls made by that caller. For example, say the average call length should be 2 minutes and one caller

generated 4 phone calls. Then the total duration for that caller number should be around 8 minutes.

LeaseHawk 30 (800) 485-8430

Online and Scheduled Bar Chart and Pie Chart Reports Here are the bar chart and pie chart report types available in Online Reports and Add Scheduled Report. In the pages

that follow, these charts are discussed individually.

Bar Charts

• Total Leads by Ad Source—bar chart

• Cost per Lead by Ad Source—bar chart

• Missed Calls by Day—bar chart

• Missed Calls by Hour—bar chart

• Peak Calls by Day—bar chart

• Peak Calls by Hour—bar chart

• Average Call Duration by Ad Source—bar chart

• Call Trending by Location—bar chart

• Lead Trending by Location—bar chart

Pie Charts

• Calls by Zip Code—pie chart

• Calls by Area Code—pie chart

LeaseHawk 31 (800) 485-8430

Total Leads by Ad Source—bar chart See how many leads each advertising source brings in. Display this info in a table and a bar chart.

In CallTrackSM, a lead is any connected call over 10 seconds in length.

Cost Per Lead by Ad Source—bar chart

For each advertising source listed on the account, see the dollar cost per lead in a table and a bar chart.

These reports can help you maximize your advertising dollars, or renegotiate advertising contracts to more accurately

reflect the utility provided by a particular campaign. This information may also be found in table format in the Traffic

Snapshot. Legend information is at the top of each page.

These computations rely on previously entered values for advertising cost and basis. These can be entered online in

LeaseHawk Provisioning, using Add Campaign or Edit Campaign. Ad cost and ad basis can also be added or modified in

the LeaseHawk database by contacting LeaseHawk Customer Care.

LeaseHawk 32 (800) 485-8430

Peak Calls By Day—bar chart

Peak Calls By Hour—bar chart Track call volume by day of the week or hour of the day.

Like the missed-call bar charts, these reports can help you manage your call-handling staff.

LeaseHawk 33 (800) 485-8430

Average Call Duration by Ad Source—bar chart See which advertising sources generate longer or shorter calls, on average.

LeaseHawk 34 (800) 485-8430

Call Trending by Location—bar chart

Lead Trending by Location—bar chart See graphs and data tables about how calls and trends are changing month to month, with a different color for each

customer site.

The EXCEL link exports only the numbers in these tables, not the graphs.

LeaseHawk 35 (800) 485-8430

Calls by Zip Code—pie chart

Calls by Area Code—pie chart Evaluate ad penetration by area code or zip code.

LeaseHawk 36 (800) 485-8430

Additional Integration Options Besides our newly enhanced, web-based Reporting application, LeaseHawk also supports these other ways to integrate

call-tracking data with your business.

Daily Lead Sheets See all callers from the previous day, whether their calls were connected or not.

When this option is activated, Daily Lead Sheet emails are sent to a list of recipients whenever your tracking numbers

have any incoming calls. Self-provisioning clients can manage this feature—including the recipient list—in LeaseHawk

Provisioning (See Add Customer and Edit Customer in LeaseHawk Provisioning User Guide). Other clients can contact

Customer Care to manage Daily Lead Sheets. Daily Lead Sheet emails are not sent when there are no tracked calls.

Daily Lead Sheets report the caller phone number for every call to your tracking numbers during the previous day.

• Only calls to LeaseHawk tracking numbers are logged, not calls to your regular phone numbers.

• In some cases, caller phone numbers may not be available for clients in Canada or for calls to tracking numbers with

local area codes (also called local routings). This is one of the tradeoffs to consider when deciding between tracking

numbers with local or toll-free area codes.

• For subscribers to the MailMaster service Daily Lead Sheet will also include caller names and addresses whenever

these are available.

Daily Lead Sheets show call details for one day: connected calls; missed calls (no answer or busy).

• Leads by date, time, call duration of call, caller ID and ad source. Received calls should be compared with the missed

calls below to ensure no duplicates exist.

• After reviewing the email, you can run Call Detail report. There you can add Journal entries or change Call Status by

clicking on the options link in the Audio column.

To: LeaseHawk Customer

Sent: Sun <date> 12:50 AM

To: Your Name or Company Name

Subject: Re: Daily Toll Free Phone Lead Recap

Re: Daily Toll Free Phone Lead Recap

Apartment Pro <sample ad source name>

Toll-Free Number: 8665553588

Ring-To Number: 8185554774

Dealer Marketing Mag <another ad source name>

Toll-Free Number: 8885554433

Ring-To Number: 8185554758

Date: 06/14/2004

Total Phone Leads: 3

The following calls were answered at your site:

--Date-- --Time (PST) Duration CallerID Ad source----

06/14/2004 09:24:18AM 00:32 (818)555-4725 Apartment Pro

06/14/2004 11:25:14AM 01:54 (213)555-5913 Apartment Pro

06/14/2004 03:27:50PM 01:05 (714)555-9632 Dealer Marketing Mag

These calls were missed, due to "N" no answer or "B" all lines busy:

--Date-- --Time (PST) Duration CallerID Ad source----

06/14/2004 12:15: 14PM 00:42 (213)555-4910 Apartment Pro

06/14/2004 12:27: 50PM 00:57 (714)555-4710 Apartment Pro

Average Call Duration: 01:10 (excludes "N", no answer and "B", busy calls)

Total Call Duration: 03:31 (includes All calls)

Ensure your toll free number is ringing to its proper destination.

LeaseHawk 37 (800) 485-8430

FTP With FTP integration, LeaseHawk automatically transfers call-tracking data to your FTP server.

Before you can use FTP to integrate LeaseHawk data with your local system, you need to supply some information about

your local FTP server. You may also wish to include additional information to enhance FTP integration. Contact

LeaseHawk Customer Care for more information.

Required FTP Information

Optional Fields in FTP

FTP URL Central Office longitude/latitude/ZIP Code Username MailMaster Address—When provided in current contract Password Customer/site Name

Document Path—if different from home directory Audio File Name—When CallReview is active

Audio Directory—if audio files are to be sent and

placed in a different directory

Cell phone designation

Name of Target Phone Number Time Zone

Campaign Name

Ad Source Name

Send all CDR info in GMT or Target Time Zone

Include Calls under 10 seconds

• You can allow LeaseHawk to pass call details directly to your CRM application.

• You may log into LeaseHawk Reporting online to view ongoing call-tracking data.

• You can export online reports using EXCEL link, or set up scheduled reports in Excel format.

• New—You can have leads sent automatically as HTTP post to a regular or secure website in ADF format.

For full CRM integration, automotive clients should consult their CRM application provider about how to present

LeaseHawk data to their CRM application.

ADF XML

Before you can activate ADF XML, here are some basic housekeeping tasks to perform first.

• Provide LeaseHawk Customer Care with the email address or URL of the CRM software, and specify whether call

data will be integrated with the CRM software by email, HTTP post, or both. Also specify whether call data is to be

sent at the beginning or end of each tracked incoming call.

• Provide Customer Care with a list of any tracking numbers where ADF XML should be activated. Alternatively,

please inform Customer Care if ADF XML is to be applied to all tracking numbers on the account.

LeaseHawk sends additional information in the comments section the ADF XML email or HTTP post.

o Call duration

o Link to CallReview audio file

LeaseHawk can send this information in standard XML with a CDATA delimiter or with & delimiters.

If using the latter and the CRM application is not properly receiving the data, LeaseHawk can change

formats.

CallReview recordings are retained in the LeaseHawk system for 30 days; the link in the comments

section will only be valid for this time.

LeaseHawk 38 (800) 485-8430

Formatted Emails for Every Tracked Call Clients from any industry may request formatted emails. Just like to ADF XML emails, these friendly, human-readable

emails are sent for every tracked call. Ask Customer Care to add formatted ADF emails to the account.

XML LeaseHawk can provide call-tracking data in XML format for integration via custom or in-house software applications.

If you wish to use XML for provisioning or reporting, please request the LeaseHawk XML Specification from

LeaseHawk Customer Care. Your development team should use this specification to implement the software interface

between the LeaseHawk XML data stream and your business application. LeaseHawk Engineering is available to answer

questions during implementation.

For More Information Learn more about LeaseHawk Reporting and solve any problems that may arise.

Here are some additional resources to learn more about LeaseHawk Reporting and our full line of call-tracking

technology products and services.

• LeaseHawk Training gives your team the skills to take full advantage of LeaseHawk technology.

• LeaseHawk Provisioning User Guide has information about our powerful, web-based provisioning application.

• Help Center is a searchable knowledge base with frequently asked questions and help with common issues.

• http://www.LeaseHawk.com has examples and suggestions for integrating LeaseHawk technology with your business.

•

•Feel free to get in touch with your individual LeaseHawk representative.

Contact our highly trained LeaseHawk Customer Care team. We look forward to hearing from you:

o email support@LeaseHawk.como telephone: (800) 485-8430

LeaseHawk 39 (800) 485-8430