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RETURN TO THE MAIN SUPPORT PAGE

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

    • Name - The name associated with the phone number will appear if recognized by Caller ID. If not, it may say Unknown.

    • (B) Phone

    • number

    • Number - The phone number will appear if recognized by Caller ID. If not, it may say Unknown.

    • (C) Status -

    • The

    • CallPotential will match the status associated with the phone number

    • will display

    • . Status categories include Lead, Customer, Previous Customer or Unknown. 

    • (D) Ad Source -

    • The

    • This is the Ad Source associated with the number being called

    • will display

    • .

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  • (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

    a blank Workspace

    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.

System Alert

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Step 2 - CallPop - Note:

After clicking the App Alert to open CallPotential, you will need to click the System Alert in order to access the appropriate interaction card.Information Presented

When CallPotential is open on your screen, this is the only alert indicating you of an incoming call.

  • (F) Caller

    • name

  • Name - The name associated with the phone number will appear if recognized by Caller ID. If not, it may say Unknown.

  • (G)

    • Status - The color-coded status of the caller will be displayed.

  • 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.

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  • (J) Hide -

    You may click

    Click to remove the

    System Alert

    CallPop from view. The (K) number badge above the Alert icon will indicate how many notifications are ready for viewing.

  • (L)

    Unhide System

    Alert Icon - Click

    the Alert icon to

    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.

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