With EliseAI Call Center, you can make and receive calls directly within AI Portal without the need for an outside phone service or physical phone. Call Center is set up and managed right within AI Portal, enabling your teams to save time by automatically pulling up contact and community information in a call dashboard.
Call Center integrates with VoiceAI. When setting up Call Center, you have two options: VoiceAI can answer first and hand off calls to your agents as necessary, or calls can route to Call Center first so that your agents can answer. If incoming calls route to Call Center first, VoiceAI will manage any overflow when agents are not available.
Overview
Setting Up Users
You can set-up your agents to receive calls in Call Center when VoiceAI needs to transfer to your team (Option 1), on the initial inbound call (Option 2), or both (Option 1 + 2). You can also simultaneous ring your agents in Call Center and the leasing office line (Option 3)
Option 1: VoiceAI Transfers to Agents in Call Center
- Go to Voice Hub and select your community
- Under VoiceAI Settings, find the dropdown for Who should pick up first? and select VoiceAI.
- Navigate to the Teams section below and click on the Routing Plan for each team you want working out of Call Center
- Under Point of Contact, select AI Portal Call Center
- Add the users you want to be called in Call Center
- Navigate to the Users page and check the "Available on Call Center" checkbox for all users who will be receiving calls
To view the active users available to receive calls, navigate to the Users page. The checkbox for "Available on Call Center" will indicate whether or not a user is active.
Option 2: Dial Call Center Agents First
- Go to Voice Hub and select your community
- Under VoiceAI Settings, find the dropdown for Who should pick up first? and select Elise Call Center.
- This will automatically turn on all users who have either the "Leasing Agent" or "Community Manager" role for that property to receive calls.
- Navigate to the Users page > filter by community > view and set the "Available on Call Center" checkbox to confirm all users who should be receiving calls
Option 3: Simultaneous Ring (Ring Call Center Agents AND office line at the same time)
- Go to Voice Hub and select your community
- Under VoiceAI Settings, find the dropdown for Who should pick up first? and select Leasing Office and enter a number
- Toggle "Connect to Call Dashboard" as on
- This will automatically turn on all users who have either the "Leasing Agent" or "Community Manager" role for that property to receive calls.
- Navigate to the Users page > filter by community > view and set the "Available on Call Center" checkbox to confirm all users who should be receiving calls
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. You will see the name of the community along with the phone number of the caller. Call Center will ring all active agents that are currently available. Press accept to connect.
You can also turn on banner notifications to receive browser notifications any time Call Center rings, even if you're navigated away from the AI Portal tab.
Making Calls
You can also make outbound calls through AI Portal using the "call" button. This button is on every conversation page and the Activity Page.
- On the Activity page, you’ll need to manually enter the phone number you want 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 have three options. Transferring a call will end the call and send it to the option you've selected
- Select default Leasing Office Number - this is pre-populated from the Voice Hub leasing office number option. Sending
- Select an Agent for the Community within the AI Portal - all agents for the community with the "Leasing Agent" or "Community Manger" role who are toggled "online" and have the AI Portal open will be available as a transfer options. If they miss the call it will create a follow up task in the Portal
- Enter manual phone number – type a manual number into the dropdown that you'd like to transfer to and hit "transfer", and the call will be forwarded to the number that you entered.
The call banner has both transfer and mute functionality. Click the microphone icon to mute the call.
^This is an example of transferring to an AI Portal user. You can also select a "transfer reason" for reporting purposes
Guest Cards and Knowledge
Once you accept the call, the Call Center Dashboard will automatically pull up. Here, you can record information about your call.
In the Call Center Dashboard, you will see two panes:
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On the left side is the guest card or resident contact card for you to fill out while on the call
- The information will be pre-filled if the caller has called before
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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.
Wrap-up Mode
After a call ends, your agents will be put into "Wrap-up mode" for three minutes
1. A countdown timer will start for 3 minutes so that they can finish adding information to the prospect guest card or resident contact
2. The agent will be temporarily placed offline for this time and will not receive any calls
3. The agent will be placed online again after either a) Three minutes is up and wrap up mode ends or b) They submit the guest card/resident or discard the conversation
Ending Calls
After you end the call, you must either
- Submit the Guest Card / Save Resident Contact
- Discard the Call
If you discard the call, it will not be saved and no guest card entry will be created! This is important. You must save the guest card if you would like an entry of the call created.
Call Log
Call recordings and transcripts are saved right in the conversation history. You can review all calls by navigating to Phone > Call Log. Here, you can use filters based on different call characteristics, and view call transcripts, recordings, and score. By collecting all this data in one place, Call Center improves call reporting and visibility so you can determine actionable insights.
FAQ
When does Elise send calls to the Call Center?
- Elise only rings the Call Center if 1) there is an agent online and 2) the agent is ready to receive calls, and not on another call. If all call center agents are engaged on calls, Elise will not ring the Call Center. If someone asks to speak with a leasing agent, your VoiceAI will take a message and that message will exist in the activity and task pages.
How does Elise decide when a call is sent to voicemail? Once the voicemail is recorded, where is it stored?
- Elise will send calls to Voicemail if a call is transferred to the Call Center and no one answers. The voicemail will be included in the recording and pushed to AI Portal and other CRMs as a “task,” so that your team knows to follow-up with the prospect or resident.
Are calls being handed-off or transferred to Call Center after hours, when all agents are turned to “off,” or when all agents are busy on a call?
- No. For a call to be transferred to Call Center, the call must be made during your office hours and when there are active agents. Otherwise, AI would not transfer the call and instead take a message.
Flows
Transfer to Call Center Flow