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RETURN TO THE MAIN SUPPORT PAGE


The purpose of this guide is to explain what information is presented in the CallPop. The CallPop is a notification that appears in the top, center of the screen providing orientation information for incoming calls when you are logged into CallPotential via the web app. This information helps users prepare themselves to interact with the caller.


This guide assumes CallPotential is open on your screen for an inbound call. If CallPotential is minimized when a call comes in, you will need to first click a Chrome alert that will appear in the bottom, right corner of your screen. Clicking the alert will open CallPotential allowing you to interact with the CallPop.


Note

Italicized terms represent clickable icons on the specific screen being discussed.


Caller Information

  • (A) Caller name & phone number - CallPotential will use caller ID to show the phone number in the CallPop and will try to match that number to any name stored in the system. If no information is provided from caller ID, the CallPop will only display Unknown in this area.

  • (B) Call Type - If recognized by the system as a Lead or Customer, the corresponding label will be provided, green for Lead or orange for Customer. Phone numbers recognized as a  Previous Customer will show a blue label. Note: Depending on how your management team has configured the system, this may not appear.

  • (C) Call to - The location where the call originally dialed into. Your location might not be the originally intended destination for the call. Instead, the call might be presented to you due to your management team's configuration to the call route. Knowing the call's original destination can provide you some background into the caller. Click here to learn more about Call Routes.

  • (D) Ad Source - The ad associated with the number used to dial into. Add Context...

  • (E) Queue - The queue the call is being presented.  A queue is a group of Agents designated by your management team and can be grouped by categories. Note: Depending on how your management team has configured the system, this may not appear.



Accepting or Rejecting the Call


If connected via either a traditional phone or the ViOP phone option, the Accept and Reject icon will not appear. Instead, answer the ringing phone to accept the call or let the call finish ringing to reject it and it will continue its path along the call route. Click here to learn more about configuring the Contact Center.

  • (F) Accept Icon - Click to accept the call. Note: If connected via computer, you will need a headset.
  • (G) Reject Icon - Click to reject the call and it will immediately continue along its path to the next step in the call route.