CallPotential provides a notification, or CallPop, for inbound phone calls. Information in the CallPop helps prepare you to interact with the caller. The purpose of this guide is to explain how to open CallPotential when an inbound call comes in, what the CallPop information is and the actions you can take.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
In order to open CallPotential to the appropriate interaction card, you will need to complete this 2-step process.
Step 1 - App Alert - Note: This alert will say Callback if this is a Callback Notification.
Information Presented
(A) Caller Name - The name associated with the phone number will appear if recognized by Caller ID. If not, it may say Unknown.
(B) Phone Number - The phone number will appear if recognized by Caller ID. If not, it may say Unknown.
(C) Status - CallPotential will match the status associated with the phone number. Status categories include Lead, Customer, Previous Customer or Unknown.
(D) Ad Source - This is the Ad Source associated with the number being called.
(E) Open CallPotential - Click anywhere on the alert to open CallPotential and begin working in the system. The system will either open to your last view or your dashboard screen if this is the first time CallPotential has been opened for the day. Note: You will need to separately answer the phone to begin speaking with the caller.
Step 2 - CallPop - Note: When CallPotential is open on your screen, this is the only alert indicating you of an incoming call.
(F) Caller Name - The name associated with the phone number will appear if recognized by Caller ID. If not, it may say Unknown.
(G) Caller Status - Status categories include Lead (green), Customer (orange), or Previous Customer (blue).
(H) Phone number - The phone number will appear if recognized by Caller ID. If not, it may say Unknown.
(I) Location - Indicates the location being called.
(J) Hide - Click to remove the CallPop from view. The (K) number badge above the Alert icon will indicate how many notifications are ready for viewing.
(L) Alert Icon - Click this to show any hidden notifications you have.
(M) View - Click to have the system take you to the appropriate interaction card and begin working in the system. Note: You will need to separately answer the phone to begin speaking with the caller.
