Which browser should I be using to view callfire.com?

Callfire recommends using Firefox or Internet Explorer Version 8.

How do I change my password?

From the CallFire home page > Admin Login > Settings > Account Settings > Password Change will be your first option. Once you have clicked "Submit" the system will validate your new password and send you to a "Password change" acknowledgment.

What if I forgot my password?

 From the CallFire home page > Admin Login > click Forgot Your Password. Link: Forgot Password

In what format must telephone numbers appear?

 The system will attempt to accept all variations of phone numbers. However we recommend 10 digits with no special characters or white space.

How do I add funds to my account?    

From the CallFire home page > Admin Login > Billing Manager > Add Funds.

I can't upload my phone list! How do I upload my list?  

 Check the format of the Excel file. It must be in .XLS (Excel) or .CSV (comma delimited) format. To  re-format your Excel document, open up Microsoft Excel > Open your document > Go to FILE > SAVE AS > Change FILE TYPE to .CSV or .XLS. After uploading your list, specify the letter column where you phone numbers appear in your excel document. Link: Upload Phone List

Is CallFire.com offered in other Countries?      

CallFire's Voice Broadcast and Cloud Call Center function in international markets. Link: International Dialing

Can CallFire.com call Canada?  

 Yes, CallFire supports Canada.

 Where do I find my campaign ID?

You will find your campaign ID next to the campaign name on the “My Campaigns” page. Link: Find Campaign ID

Why are my funds taking so long to add?  (Why does Google Checkout take so long?)   

Using Google Checkout sometimes results in a delay (sometimes up to 2 days). When using CallFire's regular credit card payment system, funds are added instantly.

How does the CallFire.com DNC list work?

With CallFire.com you can maintain an internal DNC list.  Anytime a customer presses a single digit number associated with the DNC they will be placed on a list. You can find this list in the “phonebooks”. Link: DNC List. The internal DNC list is created for your account automatically. You can use this list when you create your campaign. For example, when you are adding phone numbers to your campaign, you can choose to scrub against this list. If selected, your voice broadcast campaign will also add any call marked DNC to your MasterDNC list.

How does CallFire scrubbing work?

CallFire is automatically set to scrub your campaigns against your MasterDNC list each time a new campaign is created.    Once a campaign is created you can re-scrub against your MasterDNC list via the "My Campaigns" page.

How do I remove numbers from my DNC list?

To remove numbers you first click on the “Phone Book” link, then click MasterDNC, you then will discover the option to add and remove numbers form the MasterDNC.

What services does CallFire.com offer?   

CallFire.com supports various campaign types: Voice Broadcast, SMS Text Messaging, Cloud Call Center, Call Tracking, Hosted IVR, APIs, and Rebranding Programs.

How can CallFire support a political campaign?   

CallFire allows you to setup Voice Broadcast campaigns so you can "GOTV" hours or days before the election.  You can also utilize our Cloud Call Center solution to enable your volunteers to make calls from their cell or home phone to help evangelize your cause.

How do I obtain my billing information?

Clicking on the name of any campaign will display a detailed 'Billing Summary' page.  This page includes a breakdown of total calls made, the duration of those calls, average charge per minute and total charge is shown per row.  The details page provides a breakdown of the campaign by area code as well as the ability to download all charges made per phone call.  Link: Billing Information

Am I charged additional long distance by my phone company for outbound calls?   

No, as long as it's the U.S. or Canada, 3.5 cents per minute, per call covers all outbound calls from the CallFire system. For international calling, see our international dialing page.

How fast can I dial with CallFire.com?   

CallFire Voice Broadcast users can dial at a rate of 1 to 50 calls-per-minute (CPM). Increased speeds are available by request.  Cloud Call Center users can dial anywhere from 1 to 4 phone lines per agent. Agents can take anywhere from 50 to 200 calls per hour.

Does Callfire.com have professional Voices that our company can use?   

For professional voices CallFire recommends Voice123.

Do I get charged for transfers?     

Yes, CallFire.com charges an additional 3.5c/minute for the duration of a transferred call (a total of 7c/minute).  This is because an additional long-distance channel is opened each time a transfer is made. 

I have sent messages, but several of the people on my team reported that they only got part of the message on their answering machine. How can I prevent that?

You cannot always prevent that issue. Answering machines detection is only 80% accurate.  We recommend repeating the content of the first seven seconds in the message.

 Does my account expire?    

No, once you sign up for an account with CallFire.com, you will always have access to your information.

Do I get billed for busy signals?   

No.  You are only billed when the call is connected.

Do I have to pay an initial startup fee?  

No, there are no startup fees, minimums, or commitments.

Can I integrate my CRM system with Callire.com?   

Yes, you can integrate your CRM system with CallFire.com. Your developers can easily use our API's to integrate. 

Do you offer refunds?   

Not at this time.  CallFire funds expire 1-year after the purchase date.

With your voice broadcast solution, is it possible to do a hot transfer as soon as the phone is picked up by a live person, without them pressing any numbers?   

This should be done with a Cloud Call Center.

Can this service be configured to call into businesses after hours?  

Yes, B2B (business to business) dialing is supported.  Please verify compliance with your local, state, and federal dialing regulations before doing so.  Link: Calling After Hours

How many customers does CallFire have?

Over 30,000 customers, ranging in size from Fortune 500 companies to single-owner home-based businesses.

Is there a Re-Dial feature?   

Yes. CallFire allows you to redial a subset of your previous campaign if you want to redial all the 'No Answers' from a campaign or a combination of 'No Answer' and 'Answering Machines.'

What if I have a more complex outbound ivr / dial-plan?   

Please contact us directly by calling 877-897-FIRE or send an e-mail to support@callfire.com. 

How do I create a subset campaign?  

To create a campaign subset, check mark the campaign and select "Create Subset Campaign" from the  Action Bar followed by pressing "Go."

What happens if I have duplicate numbers?     

When setting up your campaign, you can select for our system to scrub for duplicate numbers within your list of contacts.

Why do I get invalid phone numbers on my list?

An "Invalid" call status indicates CallFire will not dial that phone number. Examples of invalid numbers include: 888-888-8888, 123-456-7890, and 555-555-5555. Phone numbers may be marked "Invalid" for the following reasons: a) The area code & prefix does not exist, b) The area code & prefix are extremely new, c) This phone number is in an area in the U.S. that costs more than 3.5c/minute to dial, or d) This is a made-up or imaginary phone number.

I have a list of phone numbers that need to be srubbed where do I go to get that information?   

You can either go to DNC.com or ScrubDNC.net. Either way, you must make sure that you have you numbers srubbed before you use the CallFire system. 

If we upload data protected by state law, what systems do you have in place to protect that data?  

Our infrastructure has been audited by various security consultancies. The systems that contain customer data do not have direct access to the public net and have been deployed using industry best standards.  A blog article about customer data security can be found here: Data Security Article.  Our privacy policy can be found here: Privacy Policy.

Do you offer lead generation services?   

No we do not. You can check out strategic lists and info usa for potential leads.

What is a Cloud Call Center?   

 A hosted power-dialer that allows agents to take twice as many outbound calls for around $3/hour per user. CallFire optimizes the time you spend talking to live people by weeding out busy signals, answering machines, and no-answers. If your agents get an answering machine, they can even press a button that leaves a pre-recorded message for them, while they immediately move on to the next call.

How does a Cloud Call Center work?

Your agents will log into our system and receive a call from CalLFire. They will pick up the phone and hear hold music until they are connected to the next caller, at which point the system will play a short beep, and the hold music will go away. At that exact moment, your agents will see a popup on their Web Browser that shows them the details associated with that caller. With this system, your agents may reside anywhere in the U.S., needing only a telephone and an internet connection.

What equipment will my agents need to run a Cloud Call Center?

Agents need a PC or laptop, a telephone, and an internet connection.

What is Direct Connect?

This is our API interface. Please contact a developer for more information on how to use our API  interface at support@CallFire.com.

Can my Cloud Call Center campaign display a URL to my Agents?

You can embed any HTML links you desire into your CSV file. The links will show up on your agent's popup.  

Can I customize the pop-up for my agents?  

Yes. You will be walked through a set-up process for the prompt your agents will see for each contact. In order to modify your agent's popup with HTML, add HTML to your CSV file when creating your campaigns.  You can embed any HTML within your CSV.  This HTML will be rendered for your agents. 

I am an agent and I was wondering if I could get the phone number of the last person I was speaking with?     

Unfortunately, only the Administrator of the account has access to the call log information.

Do you have agents that can take my calls for me?

No. CallFire does not provide agents.

Can I listen to the agents when they are taking calls?   

Yes.  The "Barge" features is available via the Campaign details page.  When using the Barge feature, agents are unable to hear the barging party.

Can you record agents when they are taking calls?  

Yes, this feature is available with the Standard and Pro versions of our Cloud Call Center. 

What is a Predictive Dialer?

A predictive dialer is a computerized system that automatically dials batches of telephone numbers and connects them to agents. Predictive dialers are widely used in call centers.

Can you record agent time?   

Yes, you can record agent time. You have access to that information on the "Campaign Details" page. Simply double-click you campaign name, scroll the bottom of the page, and you have access to all your agents' log-in time. For a more detailed overview, simply double click the agent’s name.

How many agents can I have logged on?  

You can have up to 300 agents per campaign using the CallFire system.

Is there hold music?

Yes, agents have the ability to select their favorite genre of hold music.

How does billing work for Cloud Call Center?  

The Cloud Call Center campaigns are billed at $2, $3, and $4 per hour, per agent for the Lite, Standard, and Pro campaigns respectively. The billing cycle begings once agents log into the system, and is rounded to the nearest minute. As you dial, the system chips away from your account balance.

What is Call Tracking and how does it work?

Through CallFire, you purchase local or toll-free numbers and activate them. You place a unique phone number on your website, landing page, billboard, and various media. CallFire forwards the calls to any number in the U.S., records the calls, and provides call statistics and reports. CallFire's analytics engine will reveal which media results in the most calls to your sales line.

Am I charged for inbound calls?   

Yes, you are charged 5cents/minute for all inbound calls into local and toll-free CallFire numbers. This cost covers the cost of call tracking analytics and call recording on those calls.

Who am I legally allowed to Voice Broadcast using CallFire?  

CallFire employees may not provide legal advice to customers. However, for most states, it is okay to dial if you are:   a) a nonprofit b) doing emergency notification or c) dialing opt-in lists or your own customers. Link: Legality of Voice Broadcast

What is Voice Broadcast?     

Voice Broadcast is a recorded message that plays to a live person and/or answering machine. Callfire also offer a transfer option with the voice broadcast feature.

How does Voice Broadcast work?

As simply as sending an email! Just upload your contacts, with their phone numbers, in Excel or CSV format. Record your notification message on our recording line or upload an MP3 sound file. Add funds to your account with a credit card, and with a few clicks through our website, you are ready to start your campaign. After you have finished running your campaign, you can download your statistics right from the website.

Can I dial faster than 50 CPM (Call-Per-Minute)?  

Yes, for enterprise customers we can support thousands of simultaneous calls.  Please contact sales@callfire.com.

How do I change my Calls-Per-Minute / CPM?

CallFire.com allows you to change the speed of your campaign in real-time. Simply click on the Speed link (located to the right of your campaign's name on the 'My Campaigns' page)  and you may enter a new speed for your campaign. Click "Set" once you are done. Link: Changing CPM Speed

Can I start a Voice Broadcast campaign remotely?

Yes you can. Follow the directions below:

1). Dial the remote control hotline: 213 221 3805.

2). Type in user id and password. this is found under 'toolbox' --> 'sound manager' at the top of the page.

3). Listen to the recording (you will need to know the campaign ID, soundfile ID, and/or phonebook ID, depending on what it is you are trying to do by remote control).

NOTE: Keeping a sheet of all of your IDs may be a helpful tool when using remote control.

How does billing work for Voice Broadcast?   

CallFire.com charges 3.5c per minute per call, at 60-second increments. Volume discounts may apply and come with monthly commitments. Volume discounts are given in the form of dollar-credits to your account at the end of each month. To obtain further information about our volume discounts program, please email sales@callfire.com.

What is Click-to-Call?   

Puts a click-to-call button on your own website. When a client clicks the button, they can enter in their phone number and name and CallFire automatically connects them to your office.

What is VoiceXML?

VoiceXML allows custom scripting of your voice broadcast campaigns using VXML 2.1. For more information regarding the CallFire Voice XML program please contact CallFire at info@callfire.com

Why is CallFire customer support so amazing?

Answer: Because we rock.
We respond to your messages at Usain Bolt speed. We are passionate about empowering users with our awesome products. Basically, we love what we do.

My business is growing 2x faster with CallFire, why is that?

Answer: CallFire is awesome.
You've harnessed the power of cloud telephony.

The API & website seems to have 99.99% uptime, how is this possible?

Answer: Our dev team doesn't sleep.
It also helps that we have murphy beds in our office.