Receiving an Inbound Call Through the Browser
- RingResponse is displayed in the tool bar. To receive a call from a lead or another ClickPoint user, select Answer.
- You can open a lead and navigate to the Lead Details Screen by selecting Open Lead. Depending on the configuration settings of the call flow, when the call is answered, it is automatically assigned to the user answering the call.
- A user can deny a call as well by selecting Decline. If the call is from a lead and depending on call flow settings, another user who is a part of the same call flow will have an opportunity to answer. If it is a transfer from another ClickPoint user, they will be notified that you denied the transfer.
- As a user, you also have the option to set yourself as Unavailable. By doing so, this will prevent incoming calls from being transferred to you from other users or through configured inbound call flows. You can make yourself available and unavailable at any time.
Set Yourself as Unavailable
Note: Depending on call flow configuration, automatic cool periods are configured before receiving your next call. This allows you the opportunity to make notes on your lead or determine the outcome before taking the next call. You should consult with your ClickPoint administrator for these times.
Accepting an Inbound Call using Ring Through
Note: This is a setting that is configured within the Call Flow. If you are unsure if you can accept calls via your desktop or soft-phone application, please reach out to your manager or supervisor.
If Ring Through is configured for the Inbound Calls, as a user, you will receive a call directly to your desktop or soft-phone application. On answer, a whisper message will alert you to either Press 1 to Accept or Press 2 to Decline.