Call Center is a way to make and receive calls directly within EliseCRM.
This feature is integrated with VoiceAI so that VoiceAI can handoff calls directly into the CRM for your agents to answer. Call Center can also be put up front so that agents first have a chance to answer and VoiceAI serves as overflow.
Overview
Setting up Users
- To add a user go to "Phone" > "Call Center"
- Select "Add New Call Center Agent"
- Type in the user name you want to add
- This user should be a user who has access to the property in order to receive calls
- Select the buildings they should be able to receive calls from
- Hit "Add User"
- This user has now been added
Receiving Calls
To receive calls, you will need to be set as "active". This means toggling the microphone icon on the bottom left hand of the screen.
If you set yourself as "offline", you will no longer receive calls.
When a call comes into Call Center and you are online, you will see it ring in the top right corner. Call Center currently rings every active agent, and they all have a chance to answer the incoming call.
Making Calls
You can also make calls through EliseCRM using the "call" button. This button is on every conversation page and the Activity Page.
- On the Activity Page, you have to enter a phone number to call
- On the Conversation page, it will default to calling the phone number of the contact
Transferring and Muting Calls
To transfer a call, you just need to enter the phone number into the dropdown that you'd like to transfer to, hit "transfer", and the call will be forwarded to the number that you entered.
To mute a call, you just need to hit the "mute" button next to transfer.
Guest Cards and Knowledge
In the call dashboard, you will see two panes
- On the left hand side is the guest card info for you to fill out while on the call
- On the right hand side is unit information, a calendar, a searchable knowledge bank, and a conversation pane with previous conversations. You can search the knowledge bank or add a tour while on the call
After the call ends, you can "submit" the guest card or exit without submitting if the conversation was not a prospect.