Categorizing an Inbound Call
- Patrick Hauser (Unlicensed)
RETURN TO THE MAIN SUPPORT PAGE
When calls come into a location or queue, Agents and Location Users need to decide what type of caller it is; either a new Lead, an existing Lead or Customer using an unrecognized phone number or a call unrelated to storage. The purpose of this guide is to explain how Agents and Location Users can categorize, or dispostion, these different types of calls.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Open CallPotential - Note: (A) only applies if CallPotential isn't open on your screen when a call comes in. If CallPotential is open, Location Users can skip to (B) and Agents can skip to (C).
(A) App Alert - An inbound call will generate an App Alert. Click anywhere on the alert to open CallPotential. If you use CallPotential as a Location User, proceed to (B). If you use CallPotential as an Agent, proceed to (C).
Answer a Call from an Unrecognized Number as a Location User - Note: This step only applies if you are using CallPotential as a Location User.
(B) Accept - The system will open and this Callpop will appear. Click to accept the call. You will also need to answer the ringing phone to connect with the caller. Note: If CallPotential was open when this call came in, this will be your first and only step needed to accept the call.
Answer a Call from an Unrecognized Number as an Agent - Note: This step only applies if you are using CallPotential as an Agent.
(C) Accept - The system will open and this CallPop will appear. Click to accept the call and if you are connected to the system via computer, simply start speaking with the caller with your headset. If you are connected to the system via either phone option, there will be no Accept or Reject options in the CallPop. Instead, answer the ringing phone to connect with the caller. Note: If CallPotential was open when this call came in, this will be your first and only step needed to accept the call.
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
Â
(D) Lead & Customer Matches section - Refer here to see a list of potential matches at other locations.Â
(E) Open - Locate the correct record and click to merge the unrecognized number with the existing record. This will open either the Lead or Customer card. Note: You will be asked to confirm before completing the merge process.
(F) Find - Click to find additional matches if the caller is a Lead or Customer but nothing appears in the Lead & Customer Matches section. Note: You will be asked to confirm before completing the merge process. Once you confirm and merge, the system will open either the Lead or Customer card.
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. Note: Depending on your management settings, you may also need to click the dropdown and select a category within Other.