Accessing your organization(s)
From the Home page, click My Organizations on the lefthand side menu.
You’ll see a list of your organizations, including any Sandbox (testing) organizations.
To enter a new organization, click the plus sign to the left of the Search bar.
The Organization Name and Address are required fields.
You can also choose to enter in additional information, such as a phone number or the organization's website.
You’ll then see the page below. Here’s where you’ll enter in or confirm details of your organization.
Organization setting: Audio
In Audio, you’ll add any Instant Voicemails, During and After Hours voicemail greetings, Greeting/Disclaimers, Hold music and Whispers.
There are default recordings provided for the Voicemail Greeting, the Disclaimer, and the Hold music if you do not have your own.
To add your MP3 file, click the plus sign and choose the file from your computer.
Organization setting: Call Center Hours
In this menu, you’ll adjust the call center hours for your BDC. These are the hours during which inbound calls will be sent to the queue, rather than the after-hours voicemail.
If hours are not specified at the organization-level, the hours will default to the Account-level call center hours. Call center hours set at the campaign-level will override the organization or account-level call center hours.
To edit, click the orange pencil icon to the right of each day. You can adjust the hours or indicate that the BDC is closed that day.
Organization setting: Communication Providers
In this menu, you can set up your Mailgun email subdomain, Sendgrid or an additional Twilio account.
For more information on adding or adjusting these settings in your organization, please speak with your Customer Success Manager.
Organization setting: Custom Fields
Custom fields can be created at the organization-level to store information that can be referenced for data imports, survey templates, email and sms templates, etc.
Enter the data type, key and value. For more information on adding or adjusting these settings in your organization, please speak with your Customer Success Manager.
Organization setting: Data Import
Data Import settings can be configured for specific data providers where data is sent in a non-traditional format. Your Customer Success Manager will work with you to adjust these settings if required.
Organization setting: Departments
In this menu, enter in any Department contacts (parts, sales, managers, ring groups, etc). Agents are able to transfer calls to these contacts.
To enter a new department, click the green Add a Department button.
Enter in the department name, and click Create Department.
To enter the 10 digit phone number associated with this department or ring group, click the Contacts. If there are no numbers currently listed, you’ll see 0 Contact(s).
Click the green Add a Contact button. Choose the Contact Method (such as mobile phone), and enter in the phone number. You can also add notes that will appear under that department in the Contact tab of the Communication Center. When finished, click Create Contact.
To edit, click the orange pencil icon to the right of the department name and/or the Contact.
Organization setting: Employees
This menu displays employees of the organization, and also allows you to add new ones. Agents can transfer calls to these contacts. Any users set up as Employees for the organization (via the Users menu) will appear here.
To edit details for the user, click the orange pencil icon.
By clicking the orange pencil icon, you can adjust the department for that user, as well as their job title.
To add items such as a transfer phone number, or an alert, click the orange Manage Employee Details clipboard button.
Alerts: Click the corresponding boxes next to the alert(s) that the user should receive. Then click Sync Campaign Alerts to populate that change to any campaigns in the organization that have that alert.
Contacts: Click Contacts to add a phone number for that user; they will then appear in the Contacts directory in the Communication Center.
Organization setting: External Links
Agents can access these links in the External Links section of the Communication Center.
Click the green Add an External Link button, give it a name, and then include the URL.
Organization setting: General
In this menu, you can review SMS, General and Advanced Settings.
SMS: Toggle on to enable SMS messages to be sent and received in the organization.
General Settings:
Default Campaign Phone Number: Select the phone number which should be added to new campaigns by default.
Is Visible in Reports: if unchecked, this organization will not appear in certain Volie reports.
Advanced Settings:
US FTC SAN: Add your company’s Subscription Account Number with the Federal Do Not Contact Registry. Note: This can also be added at the Account level.
Organization setting: Policies
In this menu, you can add policy information that your agents will be able to view in the Communication Center.
Items might include: Store Hours, Preferred Vendors, Policies on Rental and Loaner cars, etc.
Click the green Add a Policy button. Choose the Policy Type from the dropdown menu; if one doesn’t appear in the dropdown menu, type it in the Add a New Policy Type box, and click Enter to save.
Type the Policy details in the text box, and click
Organization setting: Promotions
In this menu, you can add Promotions your agents will be able to view in the Communication Center.
To add a Promotion, click the green Add a Promotion button.
Title the Promotion, include details in the text box, and select Start and End dates. Click Create Promotion when finished.
Organization setting: User Inactivity
In this menu, you can set rules regarding agent behavior. If an agent is inactive (has not changed status) for a set period of time, you can elect to move the agent into a different status or log them out of Volie entirely. Note that these settings can be deactivated at the user level.
Make your selection, then click Save.