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
- (A) Accept icon - If working in an Agent role click to accept the call and if you are connected to the system via computer, simply start speaking. If you are connected to the system via either phone option, answer the ringing phone to be connected with the caller.
- (B) Call Alert - If working as a location user and you have CallPotential open on your screen when an inbound call appears, click to accept the call. You will also need to answer the ringing phone to be connected with the caller.
- (C) System Alert - If working as a location user and you do not have CallPotential open on your screen when an inbound call appears, click to accept the call. You will also need to answer the ringing phone to be connected with the caller.
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 number to the existing record. You will be asked to confirm before completing the merge process.
- (F) Find icon - Click to find additional matches if caller is a Lead or Customer and 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. Depending on your management settings, you may also need to select a category within Other.
