How to Accept an Incoming call
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1. Incoming Call
When a call is coming in to you, you will be notified by a call drop down box in your agent interface. If you are Connected Via Phone, your connected phone will ring and you just have to answer from there. The call will automatically be connected. If you are Connected Via Computer, you will have to get into the agent interface and click on the "accept" button. After you click Accept, you will be connected to the call.
With either connection type, you will always hear a "beep" before being connected to the customer.
2. On-Call screen
After accepting the call, you will be brought to your disposition screen. From here, you will want to work the call as you would any other call: first by dispositioning it as either a New or Existing Lead, an Existing Customer (or tenant), or "Other" (ie: a sales call, your uncle, the mailman). Just click the button that is most appropriate for the call, and you will be brought to either the existing lead or tenants card, or a blank lead card for you to create the new lead. Alternatively, if you mark the call as "other", you will just be brought back to the main page.
Tip: See Lead Management Guide for entering new leads through CallPotential
3. The On-Call Agent Taskbar
Once you are on a call, your agent taskbar will change to have a different array of buttons. They are as follows:
1. Transfer Button: Clicking this button will bring a pop-up window up that will allow you to transfer the call (see the "transferring a call" article to learn more)
2. Conference Button: Clicking this button will allow you to set up a 3-way talk group, so that a conference call can be made
3. Mute Button: Clicking this will mute your microphone/phone
4. End Button: Clicking this will end the call
5. New Lead Button: Clicking this will bring up a blank lead card for you to fill out, when you are entering a new lead
6. Dial Pad: Clicking this will bring up a dial pad that you can use when navigating via an IVR (press 1 to do this, press 2 to do that.. etc)