Inbound Assist

Inbound Assist allows calls to be re-routed to a purchased inbound number. These purchased numbers will redirect the inbound call to a direct in dial phone number shared by multiple user or a mobile device associated with one user. All inbound numbers can have one or more users and will have a Call Queue with a flow setup to assist with the inbound calls.

All inbound phone numbers purchased in DealerMine will have a cost per month.

Inbound Assist

- Custom Call Queues - Custom call queues can be setup with multiple users haring a line, menu options, hold music etc.
- Call Recording - Calls can be recorded and stored in Contact History for review at anytime.
- Call Logging - Calls will always be logged in Contact History, with or without the purchase of Call Recording. This will have the same look and feel as a Recycle without the recording playback option.
- Call Reporting - Our Telephony Billing report will track the number of calls made, minutes used and total cost for each user per store/branch.

Call Queues

Users that are setup with Inbound Assist can accept an Inbound call through our DealerMine application. When an inboud call comes into the Queue the grey phone will turn green the use will simply click on the phone to accept the call and then their desk phone will ring and the Search screen will open.

The Call Queue will display the name of the Queue, if there are any calls coming in, any Voice Mails waiting and how many users are in each Queue that the user is logged into. When a user is logged into more then 1 Queue they will display in alphabetical order. The Call Queue can be moved to a new location on the DealerMine screen, the user can also click on the Q to display or hide the Queues.

There is an option to have "Sound notification" when an inbound call comes in. In the queues there is a speaker icon when off it is grey, to turn on click the speaker and it will turn green and when a call comes in it will ring so the user is able to hear it.

When there is an incoming call a pop up will display near the top center of the screen notifying the user, regardless of what screen may be in view in DealerMine. This notification must be closed by the user. This will help notify the user if they are in the middle of something such as booking an appt, searching an existing customer etc. The Call Queue window will also be in view. Once the user clicks to accept the call the Search screen will display and search for a match to the phone number that is calling, if there is no match the Search screen will display blank. The user can then search out the correct customer and bring up the customer's file for that call.

Note: All incoming calls will be recorded in Contact History after being linked to a customer profile.

*A Voice message cannot be Deleted or Completed until the user has listen to the message.

Voice Mail

An orb will display by the Voice Mail icon when a customer has called in and left a message. To retrieve the message the user would click on the Voice Mail icon, the Voice Mail popup will display.

The popup will display:

Call Queue name
Customer's phone number
Search icon - when clicked will bring up the Search screen where the user can search and link the Voice Mail to the correct customer, the Voice Mail icon and call info will display in the Contact Hist tab on the customer's profile.
Note icon - this will allow a user to add Notes to a Voice Mail for future use or for another user to see. The Notes popup will display all notes that were entered for the selected Voice Mail.
Voice Mail play icon - click to listen to the Voice Mail.
Call duration - this will let the user know the duration of the Voice Mail left by the customer.
Date and Time stamp - show the date and time the Voice Mail was left.
Status drop down - the status drop down will display 4 selections;
- Completed - when Completed is select this will indicate no further action is need and will be removed from the user's Call Queue.
- Deleted - this will not delete the Voice Mail from DealerMine however will delete it from the user's Call Queue.
- In Process - as soon as a user clicks the Voice Mail icon from the Call Queue the voice mail status will be In Process and will be assigned to that user.
- No info - when there is no info on the message left and the phone number is not available.
- Pending - when pending is select this will indicate that the Voice Mail will need more action, the Notes popup will open as comments are required.
Assign to drop down - when a Voice Mail needs to be assigned to a specific user simple click on the pencil, then click on the drop down and the user will be presented with all the users that are logged into that Call Queue.

When a user is logged into Telephony they will see three icons displaying to the left in the Name Tag each with a hover over.

- Log in/out button - when red user is currently logged out , when green user is logged into Telephony.
- Call Queues (Show/Hide) - allows the user to click and hide the queues. When there are calls waiting to be answered an Orb will display with a number count to let the user know how many calls are waiting. If no orb, then there are no calls waiting.
- Voice Mails - orb displays only when there are new or unheard Voice Mails

Status

There are 3 Status;

Ready - logged into DealerMine and Telephony and is currently not on a call and is ready to take a call.
Off Line - will display any user that is linked to the Queue but not logged into DealerMine or Telephony as Off Line.
On Phone - logged into DealerMine and Telephony and is taking a call.

User Status Color

When viewing the Status of a user in the User popup to make it easier for a suer to see we will display the status "Ready" in green and "On Phone" will display in red.

Make Busy reasons

When logging out of Telephony the user will be presented with "Make Busy Reasons" which will be setup in Telephony Configuration > Make Busy Reasons.

When the user selects one of the Make Busy Reasons they will be logged out of Telephony therefore out of the Queue and not able to make or take any calls or listen to Voice Mail.

Accept Calls on Device

When inbound calls are setup to "Accept Calls on Device", all the calls will be re-directed to the "Re-direct to" number that is setup in the "Inbound Assist" screen in Telephony Setup screen.