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Frequently Asked Questions
thinkingVOICE offers an on-line communication service that
enables your customers and prospects to call you with their questions. The call_back
links, banners and buttons may be placed in your emails, web pages, product pages,
support pages and any on-line marketing campaigns.
View the information on
CallActivator
and read the step-by-step guide.
Also review the
Getting Started Guide.
You can find these in the
Products and Services
section on the thinkingVOICE website.
Here are some frequently asked questions and answers that
could be useful to you.
Service
What are CallActivator Links, Buttons and Banners? How are these links unique?
What is a Tele-form?
Why do I need the thinkingVOICE Web Callback Service?
Can my customers reach me from their regular phone or cell phone?
Will I be able to use the service if the power is out or my network connection is down?
Features
How do I embed the buttons or banners in my web pages?
How do these buttons become enabled with thinkingVOICE links? What is CardID?
Why do I need to create more links?
I have created my link, but when I click on it, nothing happens?
What is my PIN?
Account
How do I get an Account and Subscribe for the thinkingVOICE CallActivator Service?
How many users can I set up with my free trial account?
How many phone numbers can I have and how can I change my number?
When I use my cell number, do I still incur cell phone fees?
Does thinkingVOICE charge my customers when they call me?
If I use an 800 number do I still incur charges from my Service Provider?
Are international calls available?
Usage
How do SPAM filters deal with buttons/links?
Can the information in the call log be exported to my CRM system?
What happens if my number has an extension or the person who is calling
me has a number with an extension?
What happens if I or my caller has caller-id blocking?
Post Free Trial
Will I be notified when my trial has expired?
What happens if someone clicks on my link and I am no longer a subscriber?
About ThinkingVOICE Networks
Service
What are CallActivator Links,
Buttons and Banners? How are these links unique?
These are buttons, links or banners that are
embedded in your web pages (whether on your web site or third party
sites where your products may be displayed), or on-line marketing campaigns or
emails. We have a gallery
of buttons that you can choose from or you can use your own buttons which
may be uploaded to our server. These links are unique because they have a
unique identifier called the CardID appended to it at the end which
personalizes these links to you. The link thus acts as your anonymous number.
The following are examples of a CallActivator link, button and banner:
What is a Tele-form?
thinkingVOICE presents Tele-forms to the people
who wish to reach you. The Tele-form is used to collect the phone number of
the person who wishes to call you, as well as certain information about the
caller which we provide to you at the time the call is happening.
You may easily import your company logo to be inserted into the Tele-form.
This reinforces your brand and commitment to customer service.
Read the
Getting Started Guide to learn more about Tele-forms.
Why do I need the thinkingVOICE
Web Callback Service?
It is estimated that over 35% of the customers that visits
e-commerce sites abandon them because of unanswered questions. Our service lets
you get connected to your customers so they don't leave your site with unanswered questions.
Can my customers reach me
from their regular phone or cell phone?
Yes, you or your customer can receive calls on your regular
phone or cell phone. However, to click on your link, button or banner to reach you,
your customer must be on-line to initiate the call. After the call is initiated by your customer,
neither of you need to be on-line to continue or complete the call.
Will I be able to use the
service if the power is out or my network connection is down?
Yes, if your phone or cell phone is still functioning you
can receive calls if the power is out. Do note that if your regular phone is
powered and will not work during an outage then you will not be able to receive any calls on it.
If the calls are critical use a phone that does not require to be plugged into an electrical outlet to work.
Features
How do I embed the buttons
or banners in my web pages?
The following three options are available for you embed
links or buttons or banners in your web pages.
1. Link
When you register and provide us with your phone number you will receive a default
CallActivator link associated with this number which you can start using right away.
2. Button
With your welcome message you will also receive your CallActivator button that you can
embed in your web site, product listings, and your marketing email campaigns.
3. HTML Code
When you register we will also send you the CallActivator HTML code for you to embed in your
online auctions listings. This code does not include javascript so you can use it on your auction
listings. The code below is just a sample. Do not use for your listings.
<a href="http://call.thinkingvoice.com/callback/default.aspx?
cardID=6166B87106E644C79AFBCEDF1F92D86E4F54A13" target="_blank" title="
Click here to Call Me."><img src="http://www.thinkingvoice.com/images/CallActivator/blueicon.gif"
border="0"></a>
We generate standard HTML code for you to embed in you web pages.
Go to the User Control Panel for the following HTML code options:
• Image link with javascript.
• Image link without javascript (default code sent to you).
• Text link with javascript.
• Text link with without javascript.
Certain websites support use of javascript while others do
not allow or support the use of javascript. For example, eBay does not allow
the use of javascript in your listings. So we would recommend you to use the
Image Link without javascript for all your listings on eBay.
How do these buttons
become enabled with thinkingVOICE links? What is CardID?
Each thinkingVOICE CallActivator link, button or banner has
a unique hyperlink associated with it and a unique cardID appended to them.
Below is one example of a link with the unique cardID of 616...
Please note that your link will be different as it is unique to you.
http://call.thinkingvoice.com/callback/default.aspx?cardID=6166B87106E644C791F92D86E4F54A13
Each cardID is unique to the link. It is associated with a
user and a phone and generated by the thinkingVOICE Service. You can create
more such CallActivator Links by logging into your CallActivator Control Panel.
Why do I need to create
more links?
If you have multiple phones you can associate each phone
with a different link. Do note that you can associate any phone with any link
through your Control Panel. Read the Help Guide for instructions on this.
I have created my link,
but when I click on it, nothing happens?
If your button does not have the hyperlink with the appropriate cardID associated with
it then it will not present the Pre-Call Tele-form. Read the Help Guide for instruction
on how to copy your link.
Do note that if you are composing an email, clicking on the button or banner does not
activate the Pre-Call Tele-form. It is only enabled once the message is sent.
To test the link prior to sending out the mail press on the CTRL-key and then click on
the button to follow the link. You have to be online for the button to work.
What is my PIN?
For security purposes, subscribers are assigned a PIN that they need to enter prior to being
connected to their caller. You will receive your default PIN when we send you your Welcoming message.
Call the thinkingVOICE support team if you are having problems with your PIN.
Account
How do I get an Account
and Subscribe for the thinkingVOICE CallActivator Service?
You can visit the thinkingVOICE web site to
get a trial account for FREE!
How many users can I set up
with my free trial account?
We encourage you to get an account for each user in your organization. The advantage of
having multiple accounts is that each user may list all the phones they can be reached at
and manage their links to receive calls. For example Bob works in the warehouse and prefers
to receive the calls on his cell phone. Peter who works from his desk most of the day
prefers to get his calls on his regular phone.
You may however get one account and make two links with two phone numbers. When customers
click on these links they are connected to the person's phone that the link is associated with.
How many phone numbers can I
have and how can I change my number?
You can have up ten phones listed per user.
To learn about how to add a new phone or how to change the phone number associated with your
CallActivator Link read the
Getting Started Guide.
When I use my cell number, do I still
incur cell phone fees?
If your Cellular Service Provider charges you a fee to receive calls on your cell phone then
you will incur those charges. If your incoming calls are free then you do not have any usage
charges associated with your cell phone calls.
Does thinkingVOICE charge my
customers when they call me?
The call is FREE for your customers.
If I use an 800 number do I
still incur charges from my Service Provider?
You will still incur charges from your Service Provider for your 800 number if you prefer to use
the 800 number. To avoid incurring charges you may use your DID (or Direct Inward Dial) number.
All incoming calls on you regular phone are free.
Are international calls available?
We currently support calls within the United States and Canada.
We will support International Calling in the near future.
Usage
How do SPAM filters deal with buttons/links?
Most email recipients today receive HTML messages. If your message does not have
Javascript, these recipients will be able to receive your buttons and links. For
recipients who receive messages in text format and do not support receiving
graphics, send them your CallActivator Hyperlink with the cardID appended to it.
Can the information in the call log be exported to my
CRM system?
thinkingVOICE is a Web Service and therefore we can interact with any database or application,
including CRM systems. thinkingVOICE would be happy to work with your CRM provider to explore
integrating with their system.
What happens if my number has an extension or the person who
is calling me has a number with an extension?
We currently do not support extension dialing. However, your caller can leave you a message
with their extension and you can call them back.
What happens if I or my caller has caller-id blocking?
You should not face any problem if you and/or your customer have caller-id blocking turned on.
Post Free Trial
Will I be notified when my trial has expired?
You will be notified in a timely and regular manner about your usage and prior to and
after your minutes and/or usage days expire. You can subscribe for the service prior
to the expiration of the service and keep your remaining free minutes.
What happens if someone clicks on my link and I
am no longer a subscriber?
After the trial period we will deactivate your account. Your customer will receive a
message that the subscriber is unavailable through the Post Call Tele-Form.
About ThinkingVOICE Networks
ThinkingVOICE Networks is a
privately held corporation with talent drawn from industry leading companies
such as Epiphany, Inktomi, Sun Microsystems and Cisco Systems.
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