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Phone Call Management System

Updated

OBJECTION

 

To capture all outbound and inbound phone communications including recordings and/or transcriptions of conversations and messages.

 

Setup Required

 

  • New AR phone number that has been assigned to SARA account by Support. Area code can be specified.

  • Contacts include phone numbers

  • Users or agents include phone numbers within profile setup

  • Account or Company Phone number, used as call ID for outbound calls (Admin Setting & Utilities Site Options - Main) .

Outbound call scenario (Click to call)

 

  • New activity created for customer

  • Select contact to call, click 'Make Call' button

  • A call is made from the Call Manager to the user or agent. Once the agent answers, a second call is made to the customer contact selected within the activity window. Once the customer answers, the agent and customer are connected.

  • Once the customer contact ends the call or hangs up (or the agent press # key to end call), the Call Manager will prompt the user or agent:

                 Is call successful? (enter 1 for yes)
                 Is a transcript needed? (enter 1 for yes)

 

  • The user or agent saves the activity.

  • The Call Manager saves a recording of the conversation as an attachment to the activity and if requested by agent a transcript of the call is also appended to the notes of the activity.

Inbound call scenario

 

  • If the customers calls the new AR phone number or call is routed to the number assigned to the account, the Call Manager answers the call and gets the caller ID of the customer.

  • If the Call Manager has a valid Customer ID then the customer is prompted:

                  1 = Balance
                  2 = Last Payment
                  3 = Last Invoice
                  4 = Agent
                  5 = Leave message

 

If speak with an agent is chosen then the Call Manager will connect the customer with the user or agent that is assigned to the account.. If the agent does not answer:

 

  • The customer will be given the option to leave a message for the agent.

  • If an agent or user receives an incoming call, a system alert notification will prompt the user to open the customer's Account Overview.

When the call has ended, a new activity will be created for an inbound call with the attached recorded message along with the transcription

 

Integration requirements:

  • New phone number for each company within an account, area code can be specified. Area codes can include toll free, such as 800, 855, etc.

  • Customer contacts must have phone numbers.

  • User, Collectors, or agents must have phone numbers on their profiles.

  • Account or company phone number can be setup and used as caller ID for outbound calls.