Click2call

Click2call

2. Popup:

Customer identification in incoming call – Who is calling?

The goal is to identify in real time customers who are calling you and present them to representatives.

Popup

For a representative who answers the call, a new tab will open for him in the Salesforce interface with the account details of the calling customer.

Voicenter searches the caller’s caller id in the system.
When we get a result, a pop-up notification will appear indicating the search result we found.

2.1. Incoming call from an existing Salesforce number (caller ID):

If a customer calls you with a phone number that exists in the system, we will represent each representative whose extension rings in a window with the customer's calling details:

For the representative who answered the call, the identified customer card will automatically open: The call will apply under the customer card that was located and opened.

Incoming call from an existing Salesforce number (caller ID)

Incoming call from an existing Salesforce number Popup

2.2. Incoming call from a non-Salesforce number (unidentified number):

Such a case can happen for several reasons:

A customer who is evacuated for the first time / an existing customer but who is evacuated from a different number than what is stored in the system / idle call.

If a customer dials from a number not located in Salesforce, the behavior in the screen Popup is slightly different. Representatives will first be shown in the panel that this is an "Unknown Caller".

Then the “Unknown Caller” page will pop-up:

Then the “Unknown Caller” page will pop-up

Allowing the user to decides whether:
1. Look for an existing client.
2. Create a new record.
3. Not to do anything.

2.2. Incoming call that the caller caller-ID was identified in several records will be shown in the “Multi-Records” page. Each identified record will be display to the user to select to which to assign the current call.

3. Call History:
Document all call details within the Salesforce interface.

Call details are documented by Voicenter by creating Log-a-call tasks.

The call tasks are first opens with "Open" status.

After updating all the call details by us, it automatically switches to "Completed" status.

Inside the Task that opens you will see details such as:

Type of call: Incoming / outgoing.

Call time: displayed in seconds.

Link to record the conversation.

Call Status - What was the result of the call (Answered/unanswered).

Calls we have not yet finished updating will be in task status of: open.

CRM IntegrationVOICENTER Communication

CRM Integration
VOICENTER Communication