Tag Call with text while transferring to Extension 5

[R2_]

I hope I've searched thoroughly enough to make sure this hasn't been covered before.

By no means am I an expert, just the IT guy who carefully pokes at the voicemail system. Regular IP office setup is a breeze compared with VMPro modules...

I'm looking for a way to tag a call with text when the call is on it's way to a user.
Operating parameters: Avaya IP Office 9.0.12, VoiceMail Pro 9.0.12, 9608G phones.

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Here's what I've got working so far...

Incoming call -> answered by receptionist.

Receptionist puts call on hold, dials to find a willing sales person and upon success they hang up with the sales person and return to the incoming call.

Receptionist notifies caller they will connect them with the agent.
Receptionist presses "Transfer" softkey, then presses programmed button "AssignSales" on the sidecar, then dials desired extension, then hangs up.

The "AssignSales" button connects with a module in VoiceMailPro,
Start Point ->
Connected to "Dial Extn No" - plays prompt that can be interrupted, receives input live from receptionist. (dialed digits)
Connected to "Speak Text" - set for 4 seconds of silence so the receptionist has time to hang up and therefore connect the incoming call to the Voicemail System
Connected to "Transfer" - using $KEY, 'Specific Tab' Source of Transfer (Sales Call), Description (Sales Call)
Call is transferred to end destination extension.

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Works perfectly for the direct digit dialing method.

At another location, the receptionist #2 has a full sidecar (three modules) and the agent names programmed as "User" with the system username (not "Dial" and xxx)
The receptionist #2 doesn't memorize the extension numbers like Receptionist #1

The transfer fails at the prompt to put in the extension. (as I would expect, it's wanting DTMF)

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Question: What can I do to allow the receptionist to use the sidecar (and the associated "User" buttons) to complete the transfer inside of VoiceMailPro?
End goal: Transfer a call and have it tagged "Sales Call" using either direct dial extension, or "User" system name button.

MANY thanks on any type of input you can provide... I'm happy to test options and let you know what comes out...

Best,
Richard

 

[intrigrant]

Hi Richard, I don´t think it is possible using the assigned user BLF buttons on the sidecar as these buttond do not really dial a number.
You could try to use the presonal directory of the user Receptionist #2 with the name of a sales agent and a number to dial into VM.
I don`t know what receptionist #1 dials but if the sequence is something like this:
*81 > access VM Pro module, then dial agents extension number, then the directory number can be like *81254 where 254 is the agents Phone number.

Now receptionist #2 can press transfer, search the agent name (in the meanwhile he/she can see on the sidecar if that agent is free) and select to dial the directory number and press transfer again.

 

[joe2938]

I believe soft console could do this

 

[R2_]

@intrigrant - THANK YOU! Using the personal directory would be a fantastic idea except we are currently using it for the sales agents mobile numbers...

@joe2938 - THANK YOU! SoftConsole does tag a call!!! - but only if you use the extension number to transfer...

I am not a huge fan of having technology solve the 'human problems' when it's obvious it's not a 'technology problem' ...
May have to just go through and tell the receptionist #2 to have an extension list printed so it's available on the desk.


Is there any way to capture the BLF button press with the user data as a variable in the VMP system?

 

[TouchToneTommy]

Can you expand on WHY the call needs to be tagged?

Incoming call -> answered by receptionist.

Receptionist puts call on hold, dials to find a willing sales person and upon success they hang up with the sales person and return to the incoming call.

Receptionist notifies caller they will connect them with the agent.

So the Receptionist has already tracked down a sales person, asked them if they are willing to take the call, and goes back to transfer the call to the sales person she just spoke with. Why does the sales person need to see Sales Call on the screen? Are you using the Tag for some other purpose?

 

[joe2938]

Pink for TTT, couldn't have said it any better!

 

[R2_]

@TouchToneTommy

Wonderfull question!

We are using Chronicall to do reporting and call recording. In order to sift through our 6000+ calls per day, I’m trying to find a way to limit the number of calls we have to listen to in order to make sure our agents are performing as expected.

Our initial point of contact with a customer is important and we want to evaluate that conversation.

The only way I know to do that is to mark the call somehow. The receptionist is the only person who knows if an incoming call is a new sales lead or not. The agents are not capable of keeping track of the call, phone number and time of call.

 

[IPGuru]

Our initial point of contact with a customer is important and we want to evaluate that conversation.

in which case having the calls answered by reception & then transferred to an agent is hardly ne best or most professional way of operating
Wy are calls not routed direct to the Sales dept. so the Receptionist can get on with more important tasks.

for the occasions when the receptionist does need to be involved she needs to be shown a more efficient method (and correct).

DO NOT put the call on hold - press the transfer button, then when the Sales agent answers press transfer again to complete the transfer - no need to keep swapping back. if the agent does not want the call (why noy?) then press Drop so a 2nd transfer can be attempted.

I am not a huge fan of having technology solve the 'human problems' when it's obvious it's not a 'technology problem'

Well said & the correct way to achieve this is to have the humans use the technology correctly.

for tagging calls on your reporting software look up "Account Codes" in the help files.




Do things on the cheap & it will cost you dear

 

[R2_]

@IPGuru

The calls are answered by the receptionist to determine how the new customer became aware of us. We spend a lot of money on different advertising channels and we track the new sales leads so we can see where we are successful. All calls come into the same number, no way to determine the type of call without a human. Could be pizza guy, could be a customer willing to spend $100,000...

Receptionist main job is to answer phones and direct calls. Nothing else for them to do other than greet people in the lobby which is maybe 12 people a day...

Owner of the company is adamant about NOT having an AA answer the calls, we work with direct person to person conversations over the phone and in person at the offices, better customer relationships that way...

Sales agents are picked from a hunt group, receptionist calls the hunt group, first sales agent to pick up the call gets the new sales lead, hence the back/forth. Some times an agent will pick up the hunt group call and then immediately hang up...

I'll have to look into the Account Codes and how to apply them mid-call... thanks for that!

I really appreciate the feedback and insight, thank you for taking the time to walk through this with me... !

 

[R2_]

** Update **

for tagging calls on your reporting software look up "Account Codes" in the help files.

I think the "Account Code Entry" button feature is going to work!

I've just tried it with Receptionist #1 (who transfers by dialing extension number)

The moment the receptionist identifies the call as a sales call, the button is pressed and the call is marked with the pre-programmed Account Code.


I will try with Receptionist #2 next week when I travel to that side of town!


Thanks @IPGuru !!!

 

[R2_]

@IPGuru

All is working PERFECTLY!

Thanks for the great insight and direction!

This method will come in handy for multiple uses!


Best,
Richard