Missed Call Management System Overview
Comprehensive missed call interface provides centralized view of all outstanding customer callbacks with detailed information display
Left-hand banner location with beacon indicator system alerts users to pending missed calls requiring attention (00:15)
Complete call metadata includes date/time stamps, call purpose classification (after-hours voicemail vs. customer hangup), originating store location, and documented reason for customer contact
Automated customer identification system cross-references phone numbers with existing customer database to auto-populate profiles when matches are found
Affinity CRM integration displays assigned sales representative information in dedicated column for team-managed accounts
Campaign tracking capability identifies specific marketing campaigns or call reasons associated with each missed call
Call Return Workflow and Customer Management
Three-area communication center activation through blue return button provides structured approach to customer callback process
Auto-populated search functionality immediately displays incoming phone number in search field to streamline customer lookup (00:15)
Intelligent customer matching system presents possible customer profile matches based on phone number and call history data
New customer creation option allows immediate profile setup for first-time callers without existing database records
Green checkmark confirmation system ensures accurate customer selection before proceeding with callback process
Verification through missed call details provides comprehensive review of original call information including timestamp, reason, campaign association, and voicemail message access
Advanced Call Features and Quality Control
Integrated voicemail playback system enables agents to listen to recorded messages before returning calls for better preparation (02:49)
Play button functionality at bottom of call details screen provides immediate access to voice recordings
Call preparation enhancement through message review improves customer service quality and call effectiveness
Context preservation maintains all original call information throughout the return process for reference
Team Management and Time-Based Controls
30-minute active call limitation system prevents call hoarding and ensures fair distribution among team members (02:49)
Automatic release mechanism returns uncompleted missed calls to general team queue after time expiration
Orange continue button functionality allows agents to resume work on previously started missed calls within time window
Team availability optimization ensures all missed calls receive timely attention through automated redistribution
Call Resolution and Administrative Functions
Comprehensive disposition system requires proper call completion documentation to clear missed calls from active lists (02:49)
Save requirement ensures all call interactions are properly recorded and tracked in system
Automatic list clearing returns users to main index page after successful call completion and disposition
Red archive button option provides alternative for calls that don't require return contact, removing them from active queues (05:31)
Administrative efficiency through streamlined archiving process prevents unnecessary callback attempts for resolved issues
Transcript:
00:15
Speaker 1
On the left hand banner you have the missed call selection above queue selection and you will also see a beacon there as well. If there are missed calls to return here it will list any outstanding missed calls that you have in your account. So you'll see the date and time of the missed call. The purpose so whether this is a voicemail left after hours or potentially the customer hung up while they were on hold, the store they called into, and the reason the customer called in. So the campaign name if we know who the customer is, meaning the phone number belongs to one customer and one profile, we will auto pull up the customer. Otherwise you'll also see their caller id. The last column is Affinity.
01:35
Speaker 1
So if your team uses Affinity and the customer belongs to a specific rep, you would see their name listed there. To return a missed call, select the blue return button and now you're in the three areas of the communication center. You'll see the search screen with the phone number auto populated. In the search you'll have some possible matches that volley believes the customer may be. Otherwise. If this is a brand new customer, you can click Create and enter in the information as needed. Once you've located the customer, you'll select the green check mark. If you're unsure or want to confirm you have the correct customer, you can click the missed call details and see that initial information again. This includes the date and the time of the call, the reason they called the campaign, and if they did leave a voice message.
03:20
Speaker 1
At the very bottom you can hit the Play button and listen to the record. From here you can click the green return call button to call the customer back. Otherwise, if you don't need to return the call, you can click the red archive once you've hit return. Now we're dialing the customer and calling them back. You'll see the phone ribbon populate in the top right. After you've confirmed you have the right customer, select the green check mark to pull up the profile. Now, just like a normal call, when you're finished with the call you would disposition hit save and it would clear that missed call from your list and bring you back to the index page.
04:47
Speaker 1
If you ever need to go back and continue working on a missed call that you were previously working on, you can click the orange Continue button to be placed back within these three sections. If you don't return those missed calls that you started within 30 minutes, they will go back available to all members of the team for other agents to be able to respond to. Otherwise, if you don't need to return the missed call, you can click the red archive button to remove it from your list.