Once your Twilio account has been connected to RentalReady and your call center agents have been created, you can use the Call Center.
Activate, deactivate and pause the call center
To manage the call center, from the main menu, go to the Mailbox
Everything is managed from the 3 buttons at the top of the page, above the guest conversation.
Activate call center
Click on the button at the top of the page Start call center
The button turns green “call center ON” to indicate that the call center is activated and incoming calls will be directed to you. You can also make calls.
Deactivate call center
Click on the button at the top of the page Call Center ON
The button turns red “call center OFF” to indicate that the call center is deactivated and incoming calls will not be forwarded to you. You will no longer be able to make calls.
Pause call center
You can also keep the call center active but pause incoming calls.
Click on the button at the top of the page Pause Call Center.
The button turns yellow “Unpause call center” to indicate that the call center is paused and incoming calls will not be routed to you. You will still be able to make calls.
Answering a call
Incoming call logic
When a guest calls one of your phone numbers connected to RentalReady, he or she selects a language and a reservation category via the IVR (interactive voice response).
These parameters are filtered according to the configuration of the call center agent:
- First, the agent must have access to the phone number called by the guest, the reservation category and the language selected. The router will try to find an available agent with these skills for 30 seconds, then move on to the next filter.
- Second, the agent must have access to the phone number called by the guest and the language selected. The router will try to find an available agent with these skills for 30 seconds, then move on to the next filter.
- Third, the router will try to find an available agent with access to the phone number called by the guest until the call is answered.
If the guest is calling from a number linked to a reservation, there is no need to select filters, as RentalReady takes into account the parameters entered on the reservation.
Answering an incoming call
When you receive a call, the call notification appears in the center of your screen.
If the guest calls a number linked to a reservation, the details of the reservation are displayed.
You can then :
- Answer
- Hang up
- Transfer to another call center agent if available
Call a guest
Call a guest for an existing reservation
To call a guest whose number is linked to his reservation, go to the corresponding guest conversation and click on the telephone icon
A pop-up window appears in the middle of your screen, displaying :
- the guest's first and last names
- the guest's phone number
- the guest's language
Select the phone number you wish to call the guest with and click on the Call button.
During the call
Please note that calls are recorded and can be viewed for 30 days.
See the following article for more information: Analyzing call center data
During the call, you can :
- Take notes, which are then recorded
- Hang up