LEADROUTER 2.0LEADROUTER 2.0

Agent’s GuideAgent’s Guide

(Mandatory Agent Training)(Mandatory Agent Training)

LR 2.0 Workbook-Agent rev. 12.01.2010 1

Table of Contents

Agent’s Guide Overview 3

Your Role and Your Company’s Lead Rules 4

Agent : Today Page & Calendar 5

Agent: Today Page: Notification Tool 6

Agent: Setup: My Profile 7

Agent: Setup: My Company LeadRouter Profile 8

Agent: Setup: My LeadRouter Mobile Profile 9

Agent: Leads 10

Agent: Leads: Lead Status Lights 11

Agent: Leads: Detailed View & Updating 12

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Agent: Leads: Lead Action Explanations 13

Agent: Leads: Lead History & Contact Information 14

Agent: Leads: Add a Manual Lead 15

Agent: Leads: Front Desk 16

Agent: Leads: Import Leads 17

Agent: Leads: Export Leads 18

Agent: Leads: Filter by Attributes 19

Agent: Leads: Do Not Call List 20

Agent: Help: Knowledge Base 21

Agent: Your Company Rules 22

1. LeadRouter is a unique system that captures leads, converts them into a voice call, routes it to

your cell phone and provides online follow-up tools throughout – all at the speed of light!

LeadRouter captures leads from many sources, including company web sites,

REALTOR.COM, personal web pages and more. It even handles manually entered leads

from calls, walk-ins and open-houses. Consumers simply inquire from the web and

What is LeadRouter and how will it help you manage leads?What is LeadRouter and how will it help you manage leads?

Consumer Inquires Online

LeadRouter Calls Agent by

Cell Phone

Agent Contacts Lead from Anywhere

Software Requires Agent Accountability

and/or Incubation

from calls, walk-ins and open-houses. Consumers simply inquire from the web and

LeadRouter takes over to get the lead to you anywhere, any time, directly on your cell

phone!

2. LeadRouter uses a special “logic” system to match the lead with the right agent. It can

match listing leads with the listing agent or find a Spanish-speaking agent for a Spanish-

speaking consumer - according to each agent’s skill profile and rules established by your

company.

3. LeadRouter sends leads to your cell phone and “reads” the lead out loud, using state of

the art text-to-speech technology. Agents “hear” leads on their cell phone – then contact

the consumer right away, without the need to check email. LeadRouter helps agents contact

leads – and capture consumers – wherever they can receive a phone call.

4. After accepting the lead, LeadRouter records that lead in the Agent’s personal Lead

Management System where they can incubate the lead until it becomes a sale. Once an

agent accepts a lead, LeadRouter requires the agent to follow a system of “reporting

stages” to update the lead in a timely and consistent manner. This helps the agents

systematically incubate leads and turn them into sales.

5. Throughout the process, the company can monitor leads, providing support as necessary

and helping convert the consumer into an active transaction. LeadRouter’s comprehensive

reporting system also helps brokers track lead volume, sources of leads, conversion rates

and office-level performance. Custom reports also help brokers identify skill areas and lead

management opportunities on an agent-by-agent basis, making LeadRouter a powerful

management – and recruiting – tool.

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In order to use the LeadRouter system effectively, your company has implemented

certain business rules that agents must adhere to in order to remain “in

compliance” with the system and continue to receive new leads.

Agent responsibilities:

� Agent cell phone number must be in the system so LeadRouter can contact them

during business hours with new leads. Cell phone number changes require agents

to contact the Office or Company Administrator.

� Agents agree to accept or decline leads in real time, with certain exceptions. A

typical exception would be listing leads for which agents may be offered a “claim

time” (grace period) of 10-15 minutes wherein they can call the LeadRouter voice

mail number to retrieve the lead. If that time elapses (or this option is not used for

listing or other leads in your company rules) LeadRouter will automatically pass

the lead to the next eligible agent or to a company scrubber (service desk).

� Agents must update the LeadRouter system within certain “time periods” after

accepting a lead, and then regularly thereafter. These reporting intervals are

called “follow up rules” which agents must adhere to or their leads will fall “out of

compliance”. Any agent with one or more leads out of reporting compliance will

automatically become “ineligible” for new leads until all existing leads have been

updated. Once all leads are updated, LeadRouter will automatically reactivate the

Your Role and Your Company’s Lead RulesYour Role and Your Company’s Lead Rules

updated. Once all leads are updated, LeadRouter will automatically reactivate the

agent as eligible for auto-routed leads. Note that certain exceptions to this rule

may be implemented by the broker (such as always enabling listing leads to go to

the agent regardless of compliance) but are generally not recommended in order

to maintain maximum responsiveness to each and every consumer inquiry. See

your broker for your specific rules.

� Agents may mark leads as “dead” or “bogus” in the system. The company

administrator will see all “dead” and “bogus” leads in the LeadMonitor view and

may reactivate them back to the agent for further attempts, or may reassign them

to another agent or a company service desk. Once an agent marks a lead as

“dead” it is permanently removed from their leads screens unless it is reactivated

to them by an Administrator.

ACCESSING LEADROUTER

� To access LeadRouter, enter through your company’s intranet site and

locate the hyperlink to the LeadRouter System.

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Agent >>>Today Agent >>>Today PagePage

1. The Today page provides access to all features in the navigation bar across the top.

2. Work Areas allow users to run multiple LeadRouter functions simultaneously e.g. Today Page,

Leads Table, My Profile by clicking the work area and selecting the function from the dropdown

menu in the navigation bar. To open a new workspace, click on a blank tab located below the

navigation bar and select feature.

3. The New Messages section will contain system status messages. Previously read messages are

archived in the Message Center for easy access.

4. Support: LeadRouter Help Desk contact information and hours of operation.

5. The Calendar tool lets you enter appointments, meetings and events and displays assigned

activities for user. The calendar will also display when lead update reports are due. The calendar

on the Today screen shows the next 7 days worth of activities. If you choose to enter calendar

items click Today>Calendar.

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Agent >>>Today Page Agent >>>Today Page (continued)(continued)

Lead Retrieval: Lead Retrieval Phone

is the telephone number that incoming

lead offers displays on agent’s caller

ID. It is recommended that Agents

store this number in their cell phones.

Call Me On lets you tell LeadRouter

where to call you with new leads.

Your Primary number is usually your

cell phone and can only be changed

by your Company Administrator.

Select Alternate and enter number if

you choose to receive leads at a

different phone number. The system

calls what is selected and will not

attempt both numbers. You may also

adjust your alternate number in the My

Profile section (page 8) if desired.

The Lead Notification is an in/out

board which allows users to notify

LeadRouter if they are available or

List of My Leads Needing Attention displays leads that are out of compliance (red lights) and leads

about to go out of compliance (yellow lights). Users can update red and yellow leads directly from the

Today Page by selecting Update Lead under Action Needed.

unavailable for short/long periods of

time. Users will not receive lead calls

when selecting “out” or “out until”

(must select date and time).

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Cell: Primary phone number LeadRouter calls with new leads. (Can only be changed by your

Administrator).

Alternate: A second phone number users can “switch to” manually (example: direct line at their

desk); Use in combination with Notification area on Home page.

Normal Email: The address where LeadRouter automatically sends a copy of accepted leads.

(Can only be changed by your Administrator).

Mobile Email: Receive “second” copies of accepted leads or notification of compliance.

Lead Response Hours: Set daily hours for personal “availability” to receive leads from the system.

Your personal hours must be within the company’s default hours of operation.

Agent >>> Setup >>> My Agent >>> Setup >>> My ProfileProfile

User Defined Flags (Attributes): Users may create two “user defined flags” to use as personal

tracking groups for leads. These flags will appear on Lead detail screens as Attributes and can be

used to filter leads by groups in searches (see pages 14 & 19).

My LeadRouter Profile: Access your personal skills profile which LeadRouter uses to cross-

match qualified leads.

My LeadRouter Mobile Profile: You must create a 4 digit PIN to login to the mobile site. Your

primary cell is your username and the PIN is your password. Select mobile device and provider to

access LeadRouter via mobile phone. The mobile web address to login to LeadRouter is

http://m.leadrouter.com (see page 9).

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Agent >>> Setup Agent >>> Setup Page Page -- My Company LeadRouter ProfileMy Company LeadRouter Profile

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Click “My Company LeadRouter Profile” on the “My Profile” page to see your personal

qualifications used for matching leads to your account.

The My Company LeadRouter Profile screen displays the criteria and skills qualifications you

are currently set to “match” when new leads with similar requests are received.

For example, when a new lead is received from a certain area, LeadRouter searches all agent

Profiles for accounts qualified to receive leads in that area.

Changes to My Company LeadRouter Profile settings can only be made by a Company

Administrator. Profile display controlled by Company Business Rules and may not display for all

users.

Set up your LeadRouter Mobile Profile to access LeadRouter from your mobile device

(Blackberry, IPhone, PDA, etc.) Using mobile device gives agents access to LeadRouter to

update leads and stay in compliance!

Setup Instructions for LeadRouter Mobile (SETUP tab >>> My Profile)

1. Enter Mobile Email Address in profile..

2. Click on the “My Mobile LeadRouter Profile” link (see page 8).

3. Enter cell number and create a 4 digit PIN Number (e.g. 1234).

Agent>>>Setup>>>MyProfile>>>My Agent>>>Setup>>>MyProfile>>>My LeadRouter Mobile ProfileLeadRouter Mobile Profile

3. Enter cell number and create a 4 digit PIN Number (e.g. 1234).

4. Select Device Make and Model (e.g. Blackberry 8703e) If device make, model or

carrier are not displayed, contact the LeadRouter Help Desk at 1-800-704-7237.

5. Select Carrier (e.g. Verizon) then click Submit.

(Note: If device make, model or carrier are not displayed, contact the LeadRouter

Help Desk at 1-800-704-7237.)

Login Instructions for Accessing LeadRouter Mobile

• Open a web/internet browser on your mobile device (Refer to your user manual for

your mobile device on accessing web/internet browser.

• Enter the following URL in the address bar: http://m.leadrouter.com (you will be

directed to the LeadRouter Mobile Login Screen).

• Enter Cell Phone Number (digits only e.g. 2012345678) and 4 digit PIN number

then select login.

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Mobile LeadRouter Access is for Agent View Only.

Click Leads and select My Leads from the drop down to display your leads table where you can

monitor and update leads at any time. Leads are separated into three tables: List of Active Leads

(“hot” leads), List of Incubating Leads (require incubation) and List of Closed (sold) leads.

Closed leads will remain in your table indefinitely and can be searched in the future.

The lead table displays:

Followup: Displays status light (see page 11) and date leads requires update

Lead #: Automatically assigned (hyperlink)

Name: Click the name (hyperlink) to see lead details and update the lead

Results: Displays if lead is under contract or agency agreement as selected by

user

Hotflag (flame): Users can click check box for visual reminders to particular “hot”

leads

Agent >>> Agent >>> LeadsLeads

Co: If checked, indicates the lead was company generated; unchecked

indicates agent generated

Multiple Inquiry: Inquiries who have sent more than one email inquiry to the agent .

Refer to Lead Email tab in lead history to view additional inquiry

(page 14)

Last Date/Action: Quick view of your last action for a lead

Next Date/Action: Memo field to enter your next planned action for a lead (optional)

(page 14)

Send an Email: Click email address to send message to the contact (optional feature

will not work for all users and does not count as a lead update)

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RED Lights: Lead is out of compliance with the

company reporting rules; the time for updating that lead

has passed. If you have any red (out of compliance

leads) your account will become “not eligible” for new

leads until all existing leads are updated and brought

into compliance with the reporting requirements.

YELLOW Lights: Lead is within 24 hours of a required

reporting date. You should take action now to update the

lead before it falls out of compliance (red).

GREEN Lights: Lead is in compliance with required

updates and reporting rules. Look at the Follow Up column

to see its next required reporting deadline.

All leads have a “Lead

Status Light” that quickly

displays their compliance

with company reporting

rules.

Agent: Agent: Leads >>> Leads >>> Lead Status LightsLead Status Lights

To display the Full View of a Lead, click the Name in the Leads Table. Lead details are

displayed from the original inquiry. Agents can add or update information, check off Attributes for

the lead (useful for searches later) and update the lead by entering New Action items.

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Update leads as you work with clients to avoid “not eligible” status!

To update lead click client name

Agent >>> Leads >>> Agent >>> Leads >>> Detailed View & UpdatingDetailed View & Updating

Lead window opens

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Leads must be updated on or before the deadlines set by your Company’s Business

Rules/Reporting Intervals or the lead will fall out of compliance and you will become

“Not Eligible” for additional new leads. LeadRouter will automatically turn agent

account to “Available” once all leads out of compliance have been updated.

1) Click the ACTION List to select a category most similar to the

action taken for the new lead (see page 13 for definitions)

2) Enter COMMENTS (useful information) in the space provided

3) Click SUBMIT to store comments.

Active- Agency Agreement: use this selection to indicate you have a

signed agency agreement e.g. Listing Agreement or Buyer’s Agency

Agreement. Write details in comments. Maintains Active Status.

Active - Appointment: use to indicate appointments made/kept with

consumer or other involved parties in the transaction e.g. Home

Inspector, Appraiser, etc. Write comments in details. Maintains Active

Status.

Active - Attempted Contact: use to indicate any kind of “attempted

contact such as leaving a message, sending follow up email, etc. Write

details in comments area. Maintains Active Status.

Active - Customer Contact: use to indicate any kind of “successfully

contacted consumer or other involved parties in the transaction” activity

such as spoke on telephone, met at office. Write details in comments

area.Maintains Active Status.

Active – Sales Contract: use to indicate you have entered into a

purchase/sales contract with this consumer.

Bogus Lead – Bad Contact Info: use to indicate you received a lead

with erroneous contact data, such as “Mickey Mouse” and there is no

way to contact the consumer; Do not use to indicate you felt the lead

was bad/unfair. Transfers lead to Administrator.

Closed Transaction: use to indicate the consumer has completed a

List of Potential

“Actions”

Agent >>> Leads >>> Agent >>> Leads >>> Lead Action ExplanationsLead Action Explanations

Closed Transaction: use to indicate the consumer has completed a

purchase/sale transaction or rental agreement. Write details in

comments. Transfers contact to Closed Status.

Incubating by Maintaining Contact: use to indicate you are maintaining

regular contact with consumer. Write details in comments. Transfers

contact to Incubating Table and maintains follow up requirements.

Dead – Requested DNC: use to indicate you contacted the consumer

and they requested to be added to your company’s Do Not Call list and

not contacted further.

Dead Lead: use to indicate you cannot convert lead into business; Do

not use to indicate you could not contact the consumer (use Active

– Attempted Contact). Transfers lead to Administrator who will “certify”

the lead is dead or send back to agent for further attempt. Removed from

agent table permanently.

Reassign Direct to Other User: Not available in all companies; enables

users to directly transfer a lead to another trained user.

Return Lead to Broker: use to return a lead to the Broker or

Administrator if you are not able to assist the consumer. Example:

Consumer requires expertise for which you are not qualified.

Test/Training Lead: use to clear a lead you were “practicing” with in

order to get familiar with the system, or used when demonstrating

LeadRouter to a prospect and generating a lead for yourself.

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Lead file displays all client contact information, updates and original consumer email.

� Contact Information – View client contact information captured by LeadRouter. Add

Agent >>> Leads >>> Agent >>> Leads >>> Lead History & Contact InformationLead History & Contact Information

additional contact info e.g. address and phone numbers. Agents can also assign Attributes

to lead (buyer, seller, etc). Next date – enter next date/action to appear “at a glance” on

Lead Table.

�Additional Information – Store client date specific events e.g. Birthdays, Home

Anniversary Purchase Date and additional address.

� History Tab – Stores all Agent updates and shows a history of comments.

� Original Lead – May display additional lead details e.g. MLS #, Property Address, Price

Range, to help you assist the client. (This info comes directly from client inquiry).

� Lead Email – Copy of original client inquiry information for web leads only. Multiple web

inquiries from the same client may also appear here.

�Printer Friendly – Display or print entire file contents in PDF format (Adobe required).

� DNC Sentry – If your company subscribes to the DNC Sentry, LeadRouter will display

the status of the customer phone number with respect to Do Not Call database. (Feature not

used by all companies)

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To add information in the Contact tab place cursor in field, left click and tab to activate submit key.

Agents can enter personal leads in LeadRouter making it easy to centralize and track all

prospects from all sources – in one system!

Agent >>> Leads >>> Agent >>> Leads >>> Add a Manual LeadAdd a Manual Lead

1. Click Leads Tab

2. Click Contact Information

3. Fill in the information

4. Add to save

� Manually entered lead must have a source. You can track where

your offline leads are coming from, which advertising tools are

effective and compare offline-to-online lead sources.

� Check off one or more lead Attributes to make it easier to search and

filter for your leads later, especially to do follow ups or send emails.

(Optional)

� Treat offline leads with the same follow up importance as online

leads; use the Action tool and comments to create a useful history for

every action taken with an offline lead.

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Click Front Desk to manually enter leads if you are taking consumer inquiries by phone, walk-

in, open house, etc (front desk staff). The Front Desk module enables users to enter lead

information in a front-desk or personal prospecting situation. Leads may be assigned directly to an

agent or auto-routed according to lead criteria and agent qualifications. Front Desk may not be used by

all companies.

If caller inquires on

company listing, click

the magnifying glass to

see company listings

and select by clicking

MLS number.

LeadRouter auto

routes by default. To

override and manually

direct to a specific

agent, click the

magnifying glass and

select agent from list.

Select Bypass reason

when assigning lead

to a specific agent

from dropdown list

provided.

Agent >>> Leads >>> Agent >>> Leads >>> Front Desk ScreenFront Desk Screen

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Always include comments when entering leads in Front Desk

If caller inquires on company listing, click the magnifying class to see company listings and select by clicking

MLS number.

Agent >>> Leads >>> Import LeadsAgent >>> Leads >>> Import Leads

The import tool enables agents to import their personal contacts into LeadRouter.

Step 1:

Export your contacts to a .csv file from

your existing contact management

system e.g. Outlook, Yahoo, Gmail,

Hotmail

Step 2:

•Go to Leads Tab select Import My

Leads

•Click the “?” next to “Upload Outlook

CSV file” to access a correctly formatted,

blank Outlook CSV file

•Click the “Download Sample CSV File”

and save to your computer

•Once saved, open both your contact file

as well as the sample CSV file you

NOTE: If you have exported your contactfile directly from MS Outlook or from yourGmail account (using the Outlook CSVformat), then you may skip step 2.

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as well as the sample CSV file you

downloaded. Copy and paste all

pertinent information from your contact

file into the corresponding fields on the

sample CSV file.

•Once all your contact info is copied into

the sample CSV file, save the sample file

and the use it to import your contact into

LeadRouter.

Step 3:

•Access your LeadRouter account >>>

Leads >>> Import My Leads

•Click the “Browse” Button and “Upload

CSV File then select your contact file

•Click the “Upload” Button

•If there were no issues with the import

file, you will be directed to confirm the

import page. Click “Proceed” to import

your contacts.

NOTE: The field next to the “Browse”button should now be populated with thefile location of your import file.

*Maximum file size of 500KB.

*If the import file contains less than 1000

contacts, contacts imported will be available

immediately.

*If the import file contains more than 1000

contacts, import will be processed overnight and

will be available the following morning.

For more assistance go to Help >>> Import My

Leads or call the LeadRouter Help Desk

Select Filtering Criteria

If you wish to see the lead data in an Excel spreadsheet, or import them

into another database program, click Export.

The Export Function enables Agents to filter and export lead data

in a variety of formats.

Leads can be filtered by STATUS or SOURCE to create separate

data sets for specific groups of leads. A special “Unexported (New)”

function allows Agents to export only the latest leads within a

specifically filtered group (since the last time data was exported).

Leads can be exported directly into Excel, saved in Tab or Comma

Delimited format for import into other database/reporting tools, or

saved in XML format for use in web-based database/publishing

software.

Formats- Select a Program

Agent >>> Leads >>> Export LeadsAgent >>> Leads >>> Export Leads

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Agents must continue to update leads in

LeadRouter. Exporting does not

“remove” leads from the system.

Agent >>> Leads >>> Filter by AttributesAgent >>> Leads >>> Filter by Attributes

Attributes such as

Buyer, Seller, Renter

are included and can

be assigned to leads by

Agent for easy filtering

and tracking purposes.

Click the appropriate

attribute(s) and submit

to save.Agent can create

and assign two

personal attributes

in the Profile under

User Defined Flags

(see page 8)

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To filter by assigned

Attributes go to Leads

Table and scroll to

bottom.

Select attribute and

click filter. Lead Table

View is then displayed

by filter selection.

Filters are not automatic and are optional

features that may or may not be utilized by

Agents.

Agent >>> Leads >>> Do Not Call ListAgent >>> Leads >>> Do Not Call List

Do Not Call feature has two functions:

� Check Numbers

� Log Data

CHECK NUMBERS:

User enters phone number then

click Run Report to check

against the Do Not Call List.

555-555-5555

DNC Sentry may not be activated for all companies.

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against the Do Not Call List.

LOG DATA

User enters Reason For

Logging.

User enters Client Name,

Telephone Number and

Effective Date.

Comments may be included as

means of further explanation.

Click Add Phone Number to

Data Logs to store information.

See your Manager for details on your company’s DNC policies.

Agent >>> Help>>> Knowledge BaseAgent >>> Help>>> Knowledge Base

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The Knowledge Base is a repository for LeadRouter information. Topics are

listed to provide users with information and definitions to help them use the

LeadRouter Application.

Three different time periods must be set.

1. The amount of time, in hours, after accepting a

lead and the first required follow up entry in the

Lead Router system.

2. The amount of time, in days, between the first

follow up and the second follow up entry in the

LeadRouter system.

3. The amount of time, in days, between each

subsequent follow up entry in the LeadRouter

First report interval

_________ hours

Second report interval

_________ days

Recurring interval

Accountability: Agent Lead Follow-up Reporting Times

After class, check with your Broker of Office Administrator regarding the follow-up reporting

rules for leads. Fill in the times below.

Agent >>> Agent >>> Your Company RulesYour Company Rules

subsequent follow up entry in the LeadRouter

system.

How long do agents have to claim a lead

from a voice mail message?

_________ days

_________ minutes

Call Handling: Voice Mail Claim Time (Listing Leads)

In some cases – such as leads from your own listings - your company may setup LeadRouter to

leave a voice mail with a short “claim time” if you don’t answer your phone right away.

LeadRouter will leave a voicemail message along with a callback number and PIN for you to

retrieve the lead within a specified window of time. Note: Not used by all companies.

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