Training2018-11-15T09:30:46+00:00
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We are in the process of creating training videos, help documentation, and FAQ’s and uploading them to this page. We would love your feedback on what is most helpful to you. Please email us at bridge@kotter.net or call our Customer Success Team at 770-717-1777. Thank you!

Admin Training Video-full length2019-03-15T15:11:30+00:00

If you are the company admin who will be handling your Bridge account please watch this video for how to make, change and manager your whole agency account.

 

 

Bridge Terms and Conditions2019-03-13T09:57:53+00:00

You can click HERE to find The Kotter Group’s Terms and Conditions for Bridge

 

 

Create a Chat / Text Macro2019-02-28T17:20:05+00:00

Chat / Text Macros can save you a lot of time. Check it out!

(Admin access is required for these.)

 

Bridge Training Video (Watch this one for sure!)2019-02-27T11:16:49+00:00

If you only watch one Bridge training video, this is the one to watch! It’s 22 minutes of Bridge goodness, walking through the How To’s you need to get the job done.

Enjoy!

 

 

We’d love your feedback. Email us at bridge@kotter.net to tell us what you love about Bridge or how we can make it even better.

 

System Requirements2019-03-06T13:06:06+00:00

System Requirements

These are the minimum system requirements for your Bridge service, which includes requirements for the following platforms:

Supported Operating Systems

  • Windows 10 (32 and 64-bit) or later
  • Minimum 3 GHz (32-bit or 64-bit) processor
  • Minimum of 8 GB of memory
  • 400 MB of free hard drive space
  • Required minimum screen resolution is 1,024 x 768
  • Mac OS X with Mac OS 10.7 (Lion) or later
  • Intel processor
  • Minimum of 8 GB of memory
  • 400 MB of free hard drive space
  • Required minimum screen resolution is 1,024 x 768

Supported Browser

Google Chrome 5.0 or newer

Bridge Mobile

  • iOS: iOS 8.0 or later (iOS 11, iPhone X supported)
  • Android: Android OS 4.4 and up (Android O supported)

IMPORTANT: BlackBerry devices will not be able to download and install Bridge Mobile.

Bandwidth

Minimum 1.5 Mbps down/up. (Larger agencies or agencies with heavy Internet activity may require more bandwidth.)

To run a speed test click here.

 

Using Headsets with Bridge2019-03-05T17:16:47+00:00

Using Headsets with Bridge

Please contact a professional headset supplier to evaluate your unique needs in order to purchase the correct equipment for your business.

Here is some general information:

The Yealink phones we use are headset capable for basic functions such as making/receiving calls. Advanced needs like wireless, remote off hook, hand set lifter, etc will require communication on your part with a professional headset supplier to arrange for the proper equipment for you.

Bridge desktop (softphone) is headset capable. It currently does not allow for the remote answer/hang up function by pushing a button on a headset. If you desire this capability, a Yealink phone will be required as part of your set up. Using a headset with the softphone is highly dependent on the capabilities of the local computer/device you are trying to use.

Please consult your administrator on the ability to use and configure a headset on your computer/device and refer any issues to him/her for resolution.

There are a multitude of headsets and options in the headset market space that provide ease and convenience for the use of your Bridge service.

Because each customer situation is unique and we want you to have the best experience possible we do not recommend, price, endorse, configure, support or otherwise represent any headset as suitable for your particular use.

Again, we highly recommend reaching out to a professional headset supplier for proper guidance so that your needs are met effectively.

Phones Available for Purchase2019-03-06T15:22:23+00:00

Phones available for purchase to use with Bridge

Yealink T23G Data Sheet

Yealink T42S Data Sheet

Yealink T46G Data Sheet

Yealink T48G Data Sheet

Conference Room CP920 Data Sheet

Conference Room CP960 Data Sheet

If you are interested in purchasing a phone please send an email to sales@kotter.net

Phones Supported on Bridge2019-03-06T15:21:35+00:00

Bridge supports phones made by Yealink, Cisco, and Polycom. They are easily provisioned on the system for quick updating and customization.

Text your contact info2019-02-28T17:18:25+00:00

Get your name out there!

3 easy ways to text your contact info

 

Text your vCard

Virtual business cards let your customers quickly add you to their contact list. Easily text your vCard to a client or prospect. Simply click on the paperclip icon and attach your .vcf file to any text message.

 

Use a Text Signature

Automatically end every text from Bridge with your customized text signature. Go to Settings > My Profile > Text Signature

 

Create a Text Macro

Choose which texts include your contact information. Have an admin go to Settings > Agency Setup > Chat/Text Macros to set up Text Macros. Create a macro by typing “vcard” (or any other word) in the hot keys field. Enter your contact information and save it.

Now anytime you want to include your contact information, simply type “vcard” in the text message field, and Bridge will auto fill the information for you. You can even create a different signature macro for each person in your agency. Macros are also great as shortcuts for anything you type regularly into a chat or text message.

 

 

Our method for new releases2019-02-14T15:22:55+00:00

We appreciate feedback from our Bridge users. All comments, both positive and negative, help us improve. Continuous development is important to us. In fact, we have an entire department of full-time software programmers and analysts whose sole job is to strengthen and improve Bridge to better meet your needs and requests.

From time to time we are asked about our schedule for releasing new updates. We subscribe to the theory of agile development, that organizations and software programs must be flexible and able to respond quickly to the evolving needs of consumers. Under this theory, continual testing is done in-house and updates are pushed out regularly, even as often as several times per week. Sometimes the updates are big, noticeable feature changes. Sometimes updates are small (such as copy edits) or under the hood (such as changing the way a database works).

With so many changes regularly happening within Bridge, conveying the most relevant information to users can be a challenge. So, to facilitate better communication of new releases, we have added this “Updates” section to this training site.

We will note the most relevant updates on this site as well as on our Bridge by Kotter Facebook group. Please continue reading to see what we have been up to. Thank you again for your feedback.

Recent Updates (2-14-19)2019-02-14T16:33:08+00:00

We are very excited about where Bridge is going as a product and with the relationships we are developing in the industry.  Below are some of our most recent updates:

Improved Integrations: We are proud to announce that The Kotter Group is the only VoIP provider to be selected by Vertafore as an integration-certified Orange Partner.  This partnership allows us premium access and deep integrations with AMS360, QQCatalyst, and soon Sagitta. These deep integrations are only offered by Bridge.

Not a Vertafore user? We’ve also now fully integrated Screen Pop and numerous other integrations with 7 different management systems.

Call Centre:  As you have probably already noticed, Call Centre received quite the facelift. Like before, you can view all callers by location, see their status, contact them, and monitor via Listen / Whisper / Barge.  We also added the ability to do one-button transfers.

Under-the-Hood: We have recently made under-the-hood updates to improve performance in most sections of Bridge, most notably calling, status, contacts, and call history.

Tell us what you think!  Please email us at bridge@kotter.net to share what you enjoy most about Bridge and how we can make your experience even better.

Recent Updates (1-23-19)2019-02-14T16:30:51+00:00

Contact Import: You now have the option to specify Company Name when importing contacts from a spreadsheet or .csv file.

Automatic transfer to hard phones for outbound calls:  For those of you who like to talk on your hard phones but still manage your calls through the web browser, you can now do that! Go to Settings > My Profile > My Profile Info and activate the “Transfer calls to External Device” toggle switch. Now, when you make calls out through the web browser, your hard phone will ring to remind you to use it for your outbound calls.      

Time Clock Pro: This feature will now be known as Activity Monitor.

Customizable Idle Time: Per request, you can now manually set how many hours Bridge will sit idle before timing out your session. (Go to Settings > My Profile > My Profile Info > Idle Timeout.)

Script samples for recorded messages, IVR, auto attendant, greetings, hold messages2018-08-20T14:42:41+00:00

Here are some scripts to help you as you record messages to use in Bridge:

Main Menu Greetings

The attendant menu for your main contact number may be the first form of contact that a customer has with your business. Make sure your greeting is clearly articulated. Provide an option to speak with an operator if the caller has a question that is not addressed by the menu options. Below are few examples of what you may use.

 

Call Center Departments

Hello and thank you for calling, [Agency Name], where [state your short agency slogan]. If you know the extension of the party you are trying to reach, you may dial it at any time.

To speak with a Sales representative, press 1.

To reach a Customer Support agent, press 2.

To reach our Billing department, press 3.

If you would like to know our regular business hours and location, press 4.

If you would like to speak with an Operator, press 0, or press 9 to repeat the available options.

 

Basic Customer Inquiry

Thank you for calling [Agency Name]. If you know your party’s extension, please dial it at any time.

To reach our agency directory, press 1.

For more information about [Agency Name], press 2.

If you are an existing customer, please press 3.

For billing questions, press 4.

To repeat menu options, press 9.

For all other inquiries, press 0.

 

Language Options

Hello, you have reached [Agency Name]. To continue in English, press 1, for Spanish, press 2. (Wait for customer to enter an option.)

You’ve reached the main menu. To reach a staff member by name, please press 1.

For sales inquiries, press 2.

For technical support, press 3.

To place a purchase order, press 4.

For accounting, press 5.

To find a store location near you, please press 6.

Press 0 to speak with a representative.

 

Product-Focused

Thanks for calling [Agency Name]. For more information about our products, press 1.

If you have troubleshooting/technical questions, press 2.

For billing questions, press 3.

For a Dial by Name directory, press 4.

For our regular business hours, press 5.

If you know your party’s extension, please dial it now.

For all other inquiries, please stay on the line, and a representative will be happy to assist you.

 

Offering the Operator First

You’ve reached [Agency Name], the [agency’s slogan]. Please choose from the following menu options:

To speak with the operator, press 0.

For customer support, press 1.

For troubleshooting questions, press 2.

For accounting questions, press 3.

For a list of our staff members, press 4.

To leave us a message, press 5.

To repeat these options, press 6.

 

Recording All Calls (Disclaimer)

Thank you for calling [agency name]. This phone call may be recorded for training and quality purposes.

 

After-Hours Greetings

A separate after-hours attendant menu can inform callers that your office is closed, state your business’ operating hours, and provide options that callers can immediately act upon. For example, you can direct them to your website for FAQs. If your business provides an account login page, remind your customers that they can login at any time to get general account information. In this situation, be proactive. Below are a few examples of what you may use.

 

After-Hour Options

Thanks for calling [Agency Name]. Our offices are currently closed. Our business hours are from Monday to Friday 9 AM to 8 PM Eastern Time, and Saturday 9 AM to 12 PM Eastern.

If you would like to leave a message in our general voice mailbox, press 1.

To reach our agency directory, press 2.

For business hours and directions to our office, press 3.

You may also email us at [agency email].

For more information about our products and services, please visit us at [website].

To repeat this message, press the * key.

 

Direct Customers to Your Account Login Page

Thank you for calling [Agency Name]. Our office(s) are currently closed. Standard office hours are [Days and Time]

Did you know that you can check your account status with us 24 hours a day / 7 days a week by visiting [account login webpage]? Here you can view information about your account, as well as answers to general questions you may have.

Otherwise, please call back during standard office hours, and we will be happy to assist you. To repeat this message, press the # key.

 

Holiday Greetings

Auto-attendants with a customized holiday greeting can be a festive way to mark the occasion. If you have a retail business, create a holiday greeting to inform customers of any limited-time sales you are offering. If your office is closed for the holiday, be sure you state this in your message.

 

Advertise Holiday Sales

Thank you for calling [Agency Name]. To celebrate the holiday season, we are offering limited-time discounts on all purchases. Please ask your account representative about them today!

To place an order, press 1.

To follow up on an existing order, press 2.

To speak with a representative about our products, press 3.

If you have a billing question, press 4.

To repeat the menu options, please press the * key.

 

Holiday Closures

Thank you for calling [Agency Name]; we are currently closed in observance of [holiday name]. We will return on [Date] at [Time].

If you would like to reach our Dial by Name Directory, please press 1.

To leave a voicemail, please press 2. A representative will contact you upon our return.

To repeat this menu, please press the # key.

[If no response after a few seconds] Goodbye.

 

Voicemail Greeting

Many companies offer an escape option so that if a caller ends up in a staff member’s voice mailbox, he or she can “escape” out of the mailbox and go back to the attendant menu. Use a customized auto-attendant for this situation.

 

Escape the Voicemail Box Option

You have reached the voicemail of [Agency/Person’s name].

If you would like to leave a voicemail, please press 1 and leave your name, number, and a brief message.

If you would like to return to the main menu, please press the # key.

 

On-Hold Messaging

When creating good on-hold customer experiences, you shouldn’t try to wing it in coming up with messages. What you share with customers when they call your business has the ability to inform, engage, and even sell — but only if you strategically create a script that connects and resonates with callers. Below are a few examples of what you may use.

 

Greet

“At [agency], we value our customers and love to hear from you. We welcome you to leave a review or feedback on our website.”

“Our representatives are on the line with other customers. Someone will be with you shortly.”

 

Promote

“For a limited time, we are offering a ________ discount to customers who ____________________________.”

“Did you know that [agency] writes more policies than any other agent in town? We value the relationships we have with our customers.  Are you a member of our customer loyalty program? If you aren’t, talk to our representative about how you can start saving.

“Did you know that you can save cash by referring customers to [agency name]. Ask us about our customer referral rewards program.”

“Visit and like our Facebook page to get tips and updates on [placeholder for what the tips and updates are].”

“If you just bought your home, visit our website and sign up for our monthly newsletter filled with tips and advice for first-time homeowners.”

 

Thank You

“[Agency Name] values your time, and we thank you for holding. Thanks for your time. An [agency name] representative will be with you shortly.”

 

AMS 360 Integration2019-03-06T15:08:54+00:00

AMS360 Integration Guide

We are an ORANGE PARTNER with Vertafore to bring you one of the most comprehensive management system integrations on the market.

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2.  Save text messages, chats, and more into AMS360 as an activity.
  3.  Sync AMS360 contacts with Bridge.

Watch these videos for some insight into the AMS360 Integration.

 

How do I set up the AMS360 Integration?

Follow the steps below to set up the AMS360 Integration for Bridge. Please note that part of the Bridge integration setup must be done by your agency’s Bridge admin and part must be done at the individual level for each user. Don’t worry — your Onboarding Specialists or a member of our Support Team can assist you with the setup.

Create WSAPI user  

Open AMS360 and go to the “administration” tab.

Select Web Service API from the list on the left.

The Web Service API Setup will launch.

 

Hit create/add at the top right and fill in the proper fields.

WSAPI Login ID and password can be whatever you want. Remember them. You will need to type this information into Bridge.

In the Data Security Based on section choose ‘specific employee’ and yourself as the user.

In the Entity Access section click the “check all” button and then hit Add at the top. This should fully create your WSAPI User.

Set Up the Bridge Integration: Admin

You must have Bridge Admin permissions to do this.

In Bridge, click on Settings, then Agency Setup, then Integration Setup.

 

Choose AMS360 as the management system.

Username and password should be the WSAPI info you added in AMS360.

The URL is https://wsapi.ams360.com/v3/WSAPIservice.svc

Enter your Agency ID for AMS360.

The version is v1712522.

Click the Update Settings button.

 

Set Up the Bridge Integration: Each user needs to do this

This part is super easy. Each user just needs to click on Settings in Bridge. This will pull up the My Profile section. Towards the bottom of the list, you will see Integration. Click on that.  Select the integrations you want and click Save Settings. That’s it!

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

QQ Catalyst Integration2019-03-06T15:14:07+00:00

QQ Catalyst Integration Guide

We are an ORANGE PARTNER with Vertafore to bring you one of the most comprehensive management system integrations on the market.

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2.  Save text messages, chats, and more into QQ Catalyst without having to copy paste.

Important note: In order for integrations with QQ Catalyst to work, your agency admin will need to email apidev@qqsolutions.com to obtain your agency’s Client ID & Client Secret. These are needed to set up your integration.

Watch these videos for some insight into the QQ Catalyst integration.

 

Set Up the Bridge Integration at the User Level

This part is super easy. Each user just needs to click on Settings in Bridge. This will pull up the My Profile section. Towards the bottom of the list, you will see Integration. Click on that.  Select the integrations you want and click Save Settings. That’s it!

 

 

 

 

 

 

 

 

 

 

 

HawkSoft Integration2018-08-16T12:44:43+00:00

HawkSoft Integration

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2. Copy Paste — Information from Bridge can be copied and pasted into HawkSoft.

More integrations depend on HawkSoft developing an open API on its side.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

EPIC Integration2019-03-06T15:16:06+00:00

 

Watch this video for an example of copying from Bridge and pasting into a management system.

 

 

EZLynx Integration2018-08-14T15:16:39+00:00

EZLynx Integration

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in (EZLynx login required)
  2. Copy Paste — Information from Bridge can be copied and pasted into EZLynx (no setup required)

More integrations depend on EZLynx developing an open API on its side.

 

How do I set up the EZLynx Integration?

You must have Bridge Admin permissions to do this.

In Bridge, click on Settings, then Agency Setup, then Integration Setup.

Choose EZLynx as the management system.

Inbox Path: Enter the file path where the file will be copied to the clipboard.

URL: Type in the EZLynx URL or leave this field blank.

Click Update Settings.

You should now be able to enable screen pops with EZLynx.

 

 

 

 

 

 

 

 

 

E-Agent Integration2019-03-06T15:15:03+00:00

E-Agent Integration Guide

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2. Copy Paste — Information from Bridge can be copied and pasted into E-Agent (no setup required)

Watch this video for an example of copying from Bridge and pasting into a management system.

The Kotter Group is happy to work with E-Agent to develop more integrations with Bridge.

 

Agency Matrix Integration2019-03-06T14:59:17+00:00

Agency Matrix Integration Guide

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2. Copy Paste — Information from Bridge can be copied and pasted into Agency Matrix (no setup required)

Watch this video for an example of copying from Bridge and pasting into a management system.

The Kotter Group is happy to work with Agency Matrix to develop more integrations with Bridge.

Other Software2018-08-14T15:39:26+00:00

Information can easily be copied out of Bridge and pasted into any software in the world that does not block the CTRL V command.

The Kotter Group is also happy to work with other software vendors to develop more integrations with Bridge.

 

 

Logging In and the Bridge Dashboard2019-03-19T10:59:23+00:00

Watch this video to learn how to log into Bridge and about the Dashboard on the User Interface.

 

You must use GOOGLE CHROME to log in to Bridge-no other browser platform is supported by Bridge.

To log in to Bridge, first open your Chrome browser.        If you do not have Chrome loaded on your computer, download it here 

Then type in bridge.kotter.net at the top of the Chrome browser window and press Enter.

 

 

 

 

 

 

 

 

 

 

The Bridge Dashboard2019-03-19T10:55:23+00:00

Watch this video for a tour of the Bridge dashboard.

Video highlights: Which features are included with your Bridge package, moving and sorting the feature tiles, hiding feature tiles, right clicking to open features, feedback and support, call panel, setting your status, understanding the icons for missed calls / voicemail / agency voicemail.

 

The Bridge Dashboard

 

After you log in, you will see the Bridge dashboard.   To open a feature, double click its icon.

 

Remember, to open a feature, simply double click its icon.

A single click will allow you to drag the icon elsewhere on the dashboard.

To hide an icon you don’t use often, right click on it and click Hide.

You can see your hidden icons at the bottom of the dashboard by clicking Show All.

Hide them again by clicking Show Only Active.

 

To rearrange the icons, simply click and drag them.

You can also sort your active icons alphabetically by clicking Sort Alphabetically or reset all of the icons back to active status (and in alphabetical order) by clicking Reset.

Feel free to customize your dashboard to match your workflows.

 

Making and Receiving Phone Calls2019-03-15T15:18:16+00:00

Watch this video to learn the basics of how to make and receive phone calls in Bridge.

 

 

Transfer a Call and Add a Call (3-way call)2019-03-15T15:22:55+00:00

Watch this video to learn how to do blind and supervised transfers in Bridge.

Keep in mind when you perform a SUPERVISED TRANSFER it will look to the receiver like the call is coming from YOU (not the person calling).

When you perform a BLIND TRANSFER all of the caller ID information for the caller passes through to the recipient.

 

You can also user the Call Centre feature to monitor and transfer calls easily inside your agency.

 

Parking a Call2019-03-15T15:25:15+00:00

Watch this video to learn how to park a call in Bridge.

 

 

 

 

Status / Presence / Availability2019-03-06T15:25:14+00:00

Watch this video to see how statuses work in Bridge! (also called Presence or Availability)

Know if a co-worker is on the phone.

Let others know you are busy on a call, at lunch or working away from your desk.

Set your status to Away to stop receiving calls.

Individual User Settings2019-03-06T13:46:00+00:00

Watch this video to learn about your personal settings in Bridge.

Profile image, time zone, name, cell phone number, caller ID, password, call forwarding, individual voicemail, notifications, call waiting, ringtones, auto-responder for text messaging, text messaging signature, integration, mobile app settings, and more.

Adding New Users2018-08-13T15:26:10+00:00

Watch this video to learn how to add new users to your Bridge account.  You must have Admin permissions on Bridge to do this.

Editing Users2018-08-14T11:52:00+00:00

Watch this video to learn how to edit users you have already created. (Admin permissions required.)

Edit names and mobile phone numbers. Change passwords. Disable users. Delete users. Set the user’s account to record all calls. Give a user Admin permissions in Bridge.  Change a user’s extension. (Note: Do not change a user’s extension without consulting our support team. You could inadvertently mess up your auto attendants.)

 

 

 

 

 

Voicemail2019-03-06T14:13:40+00:00

See the video called Individual User Settings to learn more about your individual voicemail or look through the screenshots below.

 

 

 

 

 

 

 

Text Messaging2019-03-15T15:31:49+00:00

Watch this video to learn the basics of Bridge text messaging.

Send and receive text messages from your direct business line and/or from your main agency number. Send and receive SMS (text) and MMS (images). Save your text messages into your management system. Also learn about using a texting blacklist, including emojis, using your contact list, text notifications, agency texting, and sending to multiple recipients.

 

If you want to learn more about how texting integrates into your management system and how to manage Agency texting, watch this video.

 

 

Chat Plus (inter-agency messenging)2019-03-06T14:28:38+00:00

Watch this video to learn the basics of Bridge’s Chat Plus.

 

Watch this video to learn how to use channels in Chat Plus.

 

 

What is Chat Plus and who can I chat with? 

Chat Plus is designed to improve communication within your organization. Chat Plus is much more powerful than a basic chat system. It allows you to use channels, direct messages, threaded messages, call outs, shared files, and search features. Plus, you can save what you want into your management system.

Direct messages

Private, one-to-one conversation between you and another team member.

To start a direct message with someone for the first time just click the + button to the right of DIRECT MESSAGES and select their name from the user list.

Channels

Channels help you focus by separating messages, discussions and notifications by purpose, department or topic.

Public channels (within organization) and private channels (that team only)

Notifications and call outs

How do I know when someone messages me directly or calls me out in a channel chat?  There will be a number in parenthesis next to the Chat Plus tab at the top of your Dashboard and there will be an audible tone (if you do not turn it off).

When you leave your Chat Plus open on the desktop, you will receive a notifications number next to the person or group where the chat message is located. You can also set a notification tone on your sound settings.

Call outs (how and why to use @channel). If you want to make sure everyone received a notification in a group chat use the @channel before the message so they keep a reminder on Chat Plus to check out the message.

Training and Support2019-03-06T13:57:48+00:00

Watch this video to learn about support and training options for Bridge!

 

Network with other Bridge users!

Join our Bridge by Kotter Facebook group:

 

Need help?

If you need help with anything in Bridge, we would love to help.  Simply click on one of these buttons in the top right corner of Bridge or call 770-717-1777.  Our U.S. based Customer Support Team would love to hear from you Monday through Friday from 8 a.m. to 7 p.m. Eastern Time.

 

Prefer Chat Support? 

Visit The Kotter Group’s Contact Us page to chat live with a member of our U.S. based Customer Support Team. We’d love to hear from you Monday through Friday from 8 a.m. to 7 p.m. Eastern Time.

 

Have Suggestions?

If you have a suggestion for improvements of our help documentation or of anything within Bridge, or if you would like to recommend new features for Bridge, please email us by clicking the Bridge Feedback icon in the top right corner of Bridge or by emailing bridge@kotter.net. We appreciate any and all feedback.

Sincerely,

Your Bridge Team

770-717-1777

Contacts2019-03-19T10:24:39+00:00

Watch this video to learn the basics of using contacts in Bridge.

Topics: display order for contacts, internal vs external contacts, custom ringtones for internal users, searching

 

Watch the video below to learn how to quickly communicate with people on your Bridge contacts list.

Chat, text, call, email, and video conference straight from the contact list.  Quickly look up a phone number.

To use the “email contact” button, you must have a default client set up in Windows.

Try this tutorial or google “how to set up a default email client in Windows.”

If you want to change your default email client to Gmail, learn how to do that here.

Watch the video below to learn how to add and edit external contacts in Bridge.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Contacts Overview

Display order of contacts:

  1. Contact Groups
  2. Internal contacts (Bridge users in your agency)
  3. External contacts
  4. Contacts imported from your management system

Searching contacts

Adding / editing Contacts

Adding external contacts manually, editing contacts

Only Admins or Managers of Groups can add/edit contacts

Importing contacts will be addressed in a different video

Contact Groups2019-03-19T10:26:28+00:00

Contact Groups are a great way to organize your contacts and to share contacts with others in your organization. Below are some pictures and written instructions.

 

 

 

 

 

 

 

 

 

 

What is a contact group?

Contact groups are a great way to organize your contact list. You can also use groups to share contacts with others.

Contact groups appear at the top of the contact list, before any ungrouped contacts.

Did you know you can add a contact to more than one group? For example, a contact could be in the Atlanta Office Group for my organization as well as in the Sales Group for my organization.

Please note that once a contact is in a group, it will no longer show in the ungrouped contacts section.  This will help you organize your contacts list.

To view the contacts in a group, simply click on the name of the group. Click again to close the group.

Create a contact group

An easy way to create a contact group is to click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Click Create Group. Click on the box next to each contact that you want in your new group.

As a shortcut, you can add all members from one group to another group all at once. For example, if I wanted to add all members of my Atlanta Office group into my Georgia Territory Group, I could go to the section called “Anyone in these groups” and click the box next to Atlanta Office.

I could then click on any remaining contacts that I want in my Georgia Territory Group.

Be sure to click Create Group to save your work.

Organize contacts with contact groups

Avoid scrolling through a long list of contacts by organizing your contact list into groups. Once a contact is sorted into a group, it will no longer appear at the bottom of the contact with other ungrouped contacts.

For example, I can make three groups: one for customers, one for vendors, and one for other contacts. Once I sort all my contacts, I will only see these three groups in my contact list. I can then click on a group to see the contacts in that group.

Don’t worry if your groups aren’t that easily defined. You can add a contact to more than one group. For example, a contact can be in the Atlanta Office Group for my organization as well as in the Sales Group for my organization.

Share contacts through contact groups

Save time by sharing contacts with other Bridge users in your organization.  In order to share a contact, that contact must be in a contact group.

To get started, click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Find a group you have already created, or create a new contact group. You will see a column titled “Who can see this group?” Click on the Add Viewer icon.

As a shortcut, you can allow all members from one group to view all the contacts from another group. For example, if I wanted all the members of my Atlanta Office group to be able to view all the contacts in my Georgia Territory Group, I could go to the section called “Anyone in these groups” and click the box next to Atlanta Office.

Click Update to save your work.

That group and all of the contacts in it will now be visible to those you selected.

Why am I seeing contact groups I didn’t create?

If you are seeing contact groups you didn’t create, they were shared with you by another Bridge user in your organization. You may not edit a contact group you did not create unless you are listed as a manager for that group. You can hide the group from your contact list if you don’t want to see it there.

Hide a group from my contact list

If you don’t want to see a group in your contact list, you can simply hide it.

Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings. Find the column that says Hide Group. Click on the hide group icon.

Delete a contact group

You can only delete a contact group that you created or are a manager of. Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings. Find the column that says Dissolve Group. Click on the dissolve group icon.

If you do not have permission to delete a group, you may instead hide it from your contact list.

Edit contact groups

You must be the creator of or a manager of a contact group in order to edit or manage it.

Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Find the Group Name column. Click on the edit group icon under the name of the group. Make any changes and then click Update Group to save your work.

Manage contact groups

As group creator / manager, you can designate other people to be managers, members, or viewers of the group.

Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Find the columns for managers, members, and viewers. Use the minimize/maximize arrows to show or hide managers, members, and viewers in each column.

Use the add icon to add managers, members, or viewers to the group.

Use the delete icon to remove managers, members, or viewers from the group.

 

Importing Contacts2019-03-19T10:39:51+00:00

Importing contacts

Decide first if you want to import these into a contact group!

You will not be able to share these contacts with others in your agency if they are not in a contact group.

You can import contacts into Bridge from a spreadsheet, from a csv file, or straight from your Google contacts list. One easy way to import contacts is to click on the plus sign above the contact list. This opens the Add Contact window.

Click the Import Contact button in the bottom left corner.

Import contacts from a spreadsheet

**Decide first if you want to import these into a contact group! You will not be able to share these contacts with others in your agency if they are not in a contact group.

  1. Make sure that the spreadsheet you want to import has column headers. In other words, the very first row of the spreadsheet must be the titles for each column. If your spreadsheet doesn’t say “First name, last name, phone number,” etc. across the top, you need to add titles before importing the data. (Also make sure you know the name of the spreadsheet file and where it is saved on your computer.)
  2. From the Add Contact window (Import Contacts screen), click Import Spreadsheet File.  Find and select the file and click Open.
  3. You will see a preview of some of the information from your spreadsheet in the Bridge window. Note the empty dropdown fields at the top of each column. Click on each one and select the appropriate title for each column of your data. Select “First Name” for the header of the column containing the first names of your contacts. Then select Last Name, Phone Number, etc.
  4. You must designate at least the following required information: First name, last name, and phone number. Bridge will not import any contacts without these required fields.
  5. Decide if you want to import these contacts straight into your main contact list or if you want to import them into a particular group.
  6. Use the drop-down menu on the right to select the import location. If you do not have any groups created, your only choice will be “Import to Contacts List.”
  7. Click Import Contacts.
  8. You will see a Congratulations message that shows how many contacts were imported. Please be aware that some contacts might not have been imported. Bridge will not import contacts who were previously imported into Bridge or who are missing one or more of the three required contact fields. The required fields are first name, last name, and phone number.

Import contacts from a csv file

**Decide first if you want to import these into a contact group!  You will not be able to share these contacts with others in your agency if they are not in a contact group.

  1. Make sure you know the name of the csv file and where it is saved on your computer.
  2. From the Add Contact window (Import Contacts screen), click Import a CSV File.  Find and select the file and click Open.
  3. You will see a preview of some of the information from your csv file in the Bridge window.
  4. Look at the first row of data from your csv file. If it shows column headers and not a contact’s information, uncheck the box above it that says “Include First Row?”
  5. Note the empty dropdown fields at the top of each column. Click on each one and select the appropriate title for each column of your data. Select “First Name” for the header of the column containing the first names of your contacts. Then select Last Name, Phone Number, etc.
  6. You must designate at least the following required information: First name, last name, and phone number. Bridge will not import any contacts without these required fields.
  7. Decide if you want to import these contacts straight into your main contact list or if you want to import them into a particular group.
  8. Use the drop-down menu on the right to select the import location. If you do not have any groups created, your only choice will be “Import to Contacts List.”
  9. Click Import Contacts.
  10. You will see a Congratulations message that shows how many contacts were imported. Please be aware that some contacts might not have been imported. Bridge will not import contacts who were previously imported into Bridge or who are missing one or more of the three required contact fields. The required fields are first name, last name, and phone number.
Exporting (copying from Bridge and pasting anywhere else)2018-08-14T14:42:08+00:00

This video explains how to export from Bridge. Basically, you copy the information to your computer’s clipboard and then paste it (using CTRL V) into your management system, onto your computer desktop, into an email, or wherever else you need it. It’s that simple!

 

 

Settings: Bridge Downloads2019-03-19T10:29:16+00:00

 

Consent requirements for call monitoring – by state2019-02-26T12:45:54+00:00

Please do not consider this legal advice.

Consent requirements for call monitoring – by state

Jurisdiction Consent Required Statutory Citation
Federal One party 18 U.S.C. § 2511.
Alabama One party Ala. Code § 13A-11-30.
Alaska One party Alaska Stat. § 42.20.310(a)(1)
Arizona One party ARS § 13-30121(9)
Arkansas One party Ark. Stat. § 5-60-120(a)
California Two party consent if communication is confidential1 Cal. Pen. Code § 632(a)
Colorado One party CRS 18-9-304(1)
Connecticut All parties Conn. Gen. Stat. § 52-570d(a).
Delaware One party 11 Del. C. § 2402(c)(4)
D.C. One party D.C. Code § 23-542(b)(3)
Florida Two party consent with business exemption Fla. Stat. § 934.03(2)(d)
Georgia One party O.C.G.A § 16-11-66(a)
Hawaii One party HRS Stat. § 803-42(b)(3)(A)
Idaho One party Idaho Code § 18-6702(d).
Illinois One party 720 ILCS 5/14-3(j)
Indiana One party Indiana Code Ann. § 35-33.5-1-5
Iowa One party Iowa Code § 808B.2(2)(c)
Kansas One party K.S.A. § 21-4001(a)(3)
Kentucky One party KY Rev. Stat. § 526.010.
Louisiana Two party La. Gen. Ord. R-27021 V.A.6
Maine One party 15 M.R.S. § 709(4)
Maryland Two party consent with business exemption Md. Courts & Jud. Proceedings Code Ann. § 10-402(3)
Massachusetts Two party consent with business exemption Mass. Ann. Laws Ch. 272 § 99.
Michigan All parties Mich Code 750.539c 2
Minnesota One party Minn. Stat. § 626A.02, subdiv. 2(d)
Mississippi One party Miss. Code Ann. § 41-29-531
Missouri One party Mo. Stat. § 542.402(2)(3)
Montana All parties Mont. Code § 45-8-213(1)(c)
Nebraska One party R.R.S. Neb. § 86-290(2)(c)
Nevada Two party N.R.S. Ann. § 200.620(1)(a)
New Hampshire Two party consent with business exemption New Hampshire Stat. § 570-A:1(IV)
New Jersey One party N.J. Stat. § 2A:156A-4(d)
New Mexico One party N.M. Stat. Ann. § 30-12-1(C).
New York One party N.Y. CLS CPL § 700.05.
North Carolina One party N.C. Gen. Stat. § 15A-287(a)(1)
North Dakota One party N.D. Cent. Ann. § 12.1-15-02(3)(c)
Ohio One party ORC Ann. § 2933.52(B)(4)
Oklahoma One party 13 Okl. St. § 176.4(5)
Oregon One party ORS § 165.540(1)(a)
Pennsylvania Two party consent with business exemption 18 Pa. C.S. § 5704(15).
Puerto Rico Two party 33 L.P.R.A. § 2160
Rhode Island One party R.I. Gen. Laws § 11-35-21(c)(3)
South Carolina One party South Carolina Stat. § 17-30-30(c)
South Dakota One party S.D. Codified Laws § 23A-35A-20(2)
Tennessee One party Tenn. Code Ann. § 39-13-601(b)(5)
Texas One party Tx. Penal Code § 16.02.
Utah One party Utah Code § 77-23a-4(7)(b)
Vermont No State Law N/A
Virginia One party Va. Code Ann. § 19.2-62(B)(2)
Washington Two party consent if communication is private. Rev. Code Wash. Stat. § 9.73.030(1)(a)
West Virginia One party W. Va. Code § 62-1D-3(c)
Wisconsin One party Wis. Stat. § 968.31(2)(c)
Wyoming One party Wyo. Stat. § 7-3-702(b)(iv).

 

1 “Confidential communication” includes any communication in any circumstance in which the parties may reasonably expect that the communication not be overheard or recorded. Cal. Pen. Code § 632(c). Further, a California court has held that “calls made by a caller located outside the state, in this case Georgia, are still subject to California law because the principal purpose of that law is “to protect the privacy of confidential communications of California residents while they are in California.” Kearney v. Salomon Smith Barney, 2006 Cal. LEXIS 8362, at *52-53 (Cal. 2006).

 

2 See Sullivan v. Gray, 117 Mich. App. 476 (1982) for interpretation of statute.

 

 

 

 

 

 

Faxing Overview2019-03-06T15:40:46+00:00

Understanding Bridge Faxing

 It is important to understand that Bridge users a virtual fax system (also called Internet fax, e-fax, online fax).  Virtual faxing uses Internet protocols rather than a standard phone line to send and receive faxes. This is great news for three reasons:

1. You don’t need an actual fax machine.

2. You don’t need a landline.

3. You can send and receive faxes from anywhere on any Internet-connected computer or tablet (from Bridge or from your email program).

You have two choices when faxing with Bridge.

  1. Send and receive faxes from within Bridge.
  2. Send and receive faxes via email (using the settings you specify within Bridge.)

Because Bridge uses virtual faxing, it can connect to your email. You can actually send an email to someone else’s fax machine, and you can check your faxes in your email program.

If you want to fax a piece of paper, you will need to first scan it and save it to your computer or save it to Bridge. If you do not have a scanner, this can be done most easily with the Bridge mobile app on your cell phone. Alternatively, you could take a picture of the paper or use any mobile scanning app on your phone. The advantage of using the Bridge mobile app is that it will save it directly into Bridge for you.

 

Sending and receiving faxes in Bridge2019-03-06T14:45:10+00:00

Sending and receiving faxes in Bridge

Log in to Bridge and double click the Faxing icon on the dashboard.

You’ll then be directed to the Faxing section of Bridge.

The Bridge Faxing feature allows you to send and receive faxes as well as view the details of each fax.

 

The upper right side of the faxing screen shows your fax number. This is the number people will use to fax you. (You may port over your existing fax number so you don’t have to reprint any business cards.)

To send a fax, first add the Recipient’s Fax Number in the “Recipient Fax Number” box. Next click “Select File to Fax.” Choose a file from your computer. This is what you will be faxing to your recipient.

(If you want to fax a piece of paper, you will need to first scan it and save it to your computer or save it to Bridge. If you do not have a scanner, this can be done most easily with the Bridge mobile app on your cell phone. Alternatively, you could take a picture of the paper or use any mobile scanning app on your phone. The advantage of using the Bridge mobile app is that it will save it directly into Bridge for you.)

Next, decide if you want a cover page. If you would like to add a cover page, click the box next to “Use a Cover Page” and fill out the Recipient’s Name, Subject, and Fax Message.

As you can see by clicking “View Sample,” your cover page will look something like this:

The areas circled in red are the Recipient’s Name, Subject, and Fax Message that you fill out yourself. The rest, including your agency name in the top right, are filled out automatically by Bridge.

 

You are now ready to send your fax. Simply click the “Send” button.

Sending and receiving faxes via email2019-03-15T18:08:46+00:00

Sending and receiving faxes via email

It is important to understand that Bridge users a virtual fax system (also called Internet fax, e-fax, online fax).  Virtual faxing uses Internet protocols rather than a standard phone line to send and receive faxes. This is great news for three reasons:

1. You don’t need an actual fax machine.

2. You don’t need a landline.

3. You can send and receive faxes from anywhere on any Internet-connected computer or tablet (from Bridge or from your email program).

 

Because Bridge uses virtual faxing, it can connect to your email. You can actually send an email to someone else’s fax machine, and you can check your faxes in your email program.

In the top right corner of the Bridge faxing landing page, you will see listed an authorized email address. This is the email address from which you can send faxes. You may ONLY send faxes from an authorized email address.

It is easy to change your authorized email address. Simply click the pencil icon next to it and type in the new authorized email address.

To change who will receive incoming faxes via email, click the pencil icon next to “Incoming faxes go to this e-mail” and type in an email address.

To send a fax using Bridge’s email-to-fax service, simply open your email program and send an email using the parameters listed below.

Without cover page

  • To: [recipient’s 10-digit fax number]@agencyfax.com
  • Subject: [your Bridge fax number, which will show as the sending fax number]
  • Email Attachments: [Up to 5 attachments will be the actual fax that is sent.]

With cover page

  • To: [recipient’s 10-digit fax number]@agencyfax.com
  • Subject: [your Bridge fax number, which will show as the sending fax number] cover page
  • Body: If you specify “cover page” on the subject line, the cover page will be whatever the body of the email says.
  • Email Attachments: [Up to 5 attachments will be the actual fax that is sent.]

Note: email attachments may only be sent in JPG, PDF, Adobe PostScript, TIFF, Microsoft Word, Excel, CSV, HTML & Plain Text formats.

Remember: You may only send faxes from the authorized email address in Bridge.

Once you have sent the email, you will receive an email reply with either a confirmation or rejection notice from the recipient’s fax machine.

View and manage your faxes2019-03-06T14:49:12+00:00

Viewing your fax history in Bridge

Once your fax is sent (or if it fails to send), you will see it appear in your fax history.

 

Your fax history shows all inbound and outbound faxes. (All of the columns are sortable by simply clicking on the title of the column.)

Direction refers to whether a fax is inbound or outbound.

Status tells if the fax has been successfully sent/received, or if it failed to send.

Three icons in the Status column allow you to resend the fax (for outbound faxes), view the contents of the fax, or copy the fax to your computer’s clipboard and then paste it into your management system or elsewhere.

 

When you receive a fax, you will see it in your fax history as an inbound fax. (Click the “Direction” column heading to sort by inbound/outbound faxes.)

Click the name of the received fax file to open and read your fax.

 

All of the columns in your fax history are able to be sorted by simply clicking on the title of the column.

 

Calls per page: Change how many faxes appear on the page by clicking the drop down arrow for “Calls per page”. You may adjust to 5, 10, or 15 faxes per page.

Filter by date:  Specify a date range (From a certain date To a certain date), and Bridge will only show you the faxes sent and received during that time.

Filter Results by Fax Number: Enter a fax number or partial fax number, and Bridge will only show you faxes sent to or received from that number.

 

 

Call Centre2019-02-26T12:46:52+00:00

Under Construction….

 

 

 

 

Understanding the Bridge Call Centre

 

Bridge makes coaching your team easier… even if they’re spread out in multiple offices. Just like in a fancy call center, you can listen in on phone calls and coach in ‘whisper mode.’ You can even barge in if the conversation gets out of hand.  

CALL CENTRE is a location where all agents within an agency are listed with their Extension, Name, Status, On call history including inbound/outbound and duration of calls. It also allows Admins that ability to Listen/Whisper/Barge.

To enter the call centre double click the Call Centre icon on the dashboard.

 

Listen: The ability to listen to a call without either parties being able to know you are on the call. To listen to a call click on the “Listen” icon.

 

Whisper: The ability to listen to a call and whisper to agent to provide direction and or training. To Whisper within a  call click on the “Whisper” icon.

 

Barge: The ability for agency owner/manager to address both parties within a call if needed. To Barge into a call click on the “Barge” icon.

 

 

 

Have Suggestions? Need help?

If you need help with anything in Bridge, we would love to help.  Simply click on one of these buttons in the top right corner of Bridge.

Also, if you have a suggestion for improvements of our help documentation or of anything within Bridge, or if you would like to recommend new features for Bridge, please email us by clicking the Bridge Feedback icon in the top right corner of Bridge or by emailing bridge@kotter.net. We appreciate any and all feedback.

Sincerely,

Your Bridge Team

770-717-1777