Outbound Assist

Outbound assist will help any employee making outbound calls be more productive daily. Now users that are setup can make an outbound call through our DealerMine application by simply clicking the Telephony icon by the phone number on any customer profile they'd like to call (home, work or cell). Our Telephony application will dial the number for the user and re-direct the call to their desk phone or mobile device (depending on setup).

Outbound Assist

- Click to Call - Click a single button to initiate a phone call to any customer. This prevents the need of dialing out manually, decreasing any misdials from happening, while increasing productivity and efficiency.
- Leave Voice Mail - Leave a pre-recorded voice mail with the click of a button anytime an answering machine picks up on an outbound call attempt.
- 2. Outbound Assist - Knowledge Base
- Hangup - click hangup at any point to end your call (Contact History will record that a call attempt was made)
- Hangup & Recycle - click hangup & recycle at any point to end your call and automatically open the Recycle screen. Recycle as usual at this point. (Contact History will record that a call was made and will also store a recording if a call was recorded)
- Choose a Voice Mail - choose a voice mail that is linked to the specific contact type on the selected VIN (only necessary if there is more than one voice mail)
- Leave Voice Mail - click Leave Voice Mail once you have listened to the full voice mail message to ensure your voice mail recording is fully delivered to the customer.
- 2. Outbound Assist - Knowledge Base
- Issue - when clicked a Issue popup will display with the Call Sid number and the Telephony user can enter information on the issue, this will assist the DealerMine Development team when looking into the issue.
- Call Recording - Calls will 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.

When using Click to Call and a user has access to more than 1 Caller ID, after clicking to call all the Caller IDs that they have access to will display, they will then need to click on the correct Caller ID to continue the call.

Logging in and making Outbound calls

- When a user with access to Telephony loges into DealerMine they will then also need to log into Telephony by clicking on the Red Telephony icon .
- Once logged into Telephony the Red icon will turn Green and the Click to Call icons will display next to all active phone numbers on the customer's profile. When ready to log out of Telephony simply click on the green Telephony icon select a Make Busy Reason (if setup) and the Telephony log in icon will turn red logging you out of Telephony. If a user is already logged into Telephony and then are logging in again on another computer they will be presented with an error message "You are already logged into Telephony, you can only be logged in once. Do you want to continue?" Ok will log them out of the first location and log them into the current location, Cancel will cancel the log in and keep them logged into the first location.

A "Make Busy" reasons can be setup in Telephony Configuration.

Contact history will recorded every call attempt made using Outbound Assist and based on the user's access they may click to play and listen to any call that was recorded. Click to Call will display as the Contact Type with a play button, the Recycle Comments will display the duration time and number called. When a voice mail is left there will be two recorded entries.

- 1. The initial call where the customer's answering machine came on, this is connected to Click to Call.
  2. The voice file that was left on the customer's answering machine, this is connected to a Recycle Code for the appropriate Contact type

The Contact Type "Click to Call" represents all calls made through the DealerMine dialer and is tracked in Key Report 4 for each user. This report is updated in real time, look for "Click to Call" to view the number of calls made.

Hide Call in Progress option

When Clicks to Call is being used an icon will display at the top of the DealerMine screen letting the user know that there is a call in progress. To hide the Call pop they would click the icon and the Call pop is hidden and the icon will change to display the customer's name and phone number, if the user clicks on the icon then the Call pop will display again.

Transferred Calls

After a customer has been transferred the user would click the "Transferred Call" button, this will release the user from the call between the customer and the transfer to person, and will set the user's Status to Ready.

If the user uses "Hang up" or "Hang up and Recycle" all parties will be disconnected.

* When a call is made using Click to Call and either a Voice Mail is Dropped or the customer answers and a full recording exists, which generates an inbound call to the dealership where someone books the appointment, regardless of who booked it the credit will go back to the Outbound Connect user. The key is that the appointment has to be booked within 14 days from the time a call recording of a voice mail drop or a real conversation was completed.