Using Call Center without VoiceAI

You can choose to use Call Center without VoiceAI and have your agents answer calls directly in the browser. This is a good option for centralized teams and anyone looking to utilize EliseAI's Contact Center technology for a more native property management call experience.

This guide highlights how to set Call Center without VoiceAI. Once a call is dialed to Call Center, the behavior is the same as outlined in the Call Center Guide and that should be followed for instructions on how to enable users as active, answer calls, go offline, etc.

How to set it up

You would utilize the the Vanity Numbers page to select a tree, teams in VoiceHub, and the Call Center staffing page.

Step 1: Set up your call routing options in the Vanity Numbers page (3 options)

a. Entrypoint: Call Center: This will ring all active agents directly that have been set up to receive calls for this property when a call comes in. You can configure this on the Call Center staffing page

^this will call all active users for the property when the number is dialed and has no phone tree

b. Entrypoint: Tree, Action: Call Center: This will ring all active agents when a caller presses the corresponding option in the phone tree

^this will call all active users for the property when the caller presses 1

c. Entrypoint: Tree, Action: VoiceHub Team, Team: "Select a team" - This will ring the agents that you have selected for this specific team

^ this will call all active users on the "leasing" team in the voice hub

Step 2: Add teams in Voice Hub (if you have selected a team option i.e. 1c)

Add the users that should be called when the team is selected.

1. Go to Voice Hub
2. Click on a team or create a new team with responsibilities
3. Add "EliseCRM Call Center" in the team
4. Select the users you would like to call and/or the ordering you would like to call them in

Step 3: Configure users to be rung for the property (if you selected Action: Call Center or Entrypoint: Call Center* 1a or 1b)

First, click the user

Then, add or remove the communities in the Direct Access communities dropdown

*Note we will automatically turn on all active leasing agents and community managers for the property if Entrypoint: Call Center or Action: Call Center is selected

Behavior

Once the call rings to Call Center or the agent is on the call, all behavior should be the same as outlined in the Call Center Guide

Missed calls

When a call gets missed, we will create a handoff and task for your teams to follow up on.

FAQ

The marketing source can be whatever marketing source the Call Center number is posted.