Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Answer Call from Unknown Number
Open CallPotential
- (A) App Alert - If working as an Agent or location user and you do not have CallPotential open on your screen when an inbound call appears, click Click anywhere on the alert to open CallPotential.
Answer Call from Unrecognized Number as a Location User
- (B) Accept - The system will open and this Call Alert will appear. If working as a location user, click Click to accept the call. You will also need to answer the ringing phone to be connected connect with the caller. Note: If CallPotential was open when this call came in, this can be the first and only step needed to accept the call.
Answer Call from Unrecognized Number as an Agent
- (C) Accept icon - The system will open and this CallPop will appear. If working in an Agent role, click Click to accept the call and if you are connected to the system via computer, simply start speaking with the caller. If you are connected to the system via either phone option there will be no Accept or Reject iconsicon. Instead, you will need to answer the ringing phone to connect with the caller. Note: If CallPotential was open when this call came in, this can be the first and only step needed to accept the call.
Greeting tab - Note: Recognized numbers will automatically take users to the appropriate Lead or Customer tab. Unrecognized numbers take users to the Greeting tab.
From the Greeting tab, after initially speaking with the caller, you determine the person is a
- Current Lead or Customer
- (D) Lead & Customer Matches section - Refer here to see a list of potential matches at other locations.
- (E) Open - Locate the correct record and click to merge the new unrecognized number to with the existing record. You will be asked to confirm before completing the merge process.
- (F) Find icon - Click to find additional matches if the caller is a Lead or Customer and but nothing appears in the Lead & Customer Matches section.
- New Lead
- (G) Lead - Click to categorize the call as a Lead. You will be taken to a new Lead card.
- Non-storage
- (H) Other - Click to categorize the call as non-storage related. Note: Depending on your management settings, you may also need to click the dropdown and select a category within Other.
