Inbound Call System Architecture and User Interface
Volley's inbound call management system provides comprehensive visual indicators and workflow management for customer service representatives handling incoming calls
Zero calls waiting indicator at top right of interface updates dynamically to show number of waiting customers and their hold times (00:14)
Red beacon notification system appears next to call screen icon on left sidebar when inbound calls are queuing (00:14)
Status management functionality allows users to switch from outbound mode to "available" status via left-side status icon to receive incoming calls (00:14)
Smartphone-style interface design presents incoming call notifications with familiar green answer button for intuitive call acceptance (00:14)
Three-section call screen layout organizes information efficiently with customer data on left, operational tabs in middle, and scripting guidance on right (01:45)
Customer Identification and Profile Management System
Automated phone number matching system streamlines customer identification process by auto-populating search results when calls are received
Multiple profile matching capability handles scenarios where family members, spouses, or colleagues share phone numbers, presenting all potential customer matches (01:45)
Perfect match auto-enrollment automatically loads customer profile when one-to-one phone number correspondence exists, eliminating manual search steps (01:45)
Comprehensive search functionality supports multiple search criteria including first name, last name, phone number, email, and vintage for flexible customer lookup (01:45)
New customer creation workflow provides streamlined onboarding process for first-time callers with "create" option (01:45)
Minimum data requirements establish baseline information needs of first name, last name, and phone number for enrollment, with remaining details collected during call (01:45)
Call Disposition and Queue Management Workflow
Mandatory disposition system ensures comprehensive call tracking and documentation for every customer interaction in the Volley platform
End Call process requires users to click End Call icon on Call ribbon followed by Submit Disposition to properly close customer interactions (03:37)
Real-time queue visibility maintains awareness of waiting customers through top-right counter and left-side red beacon during wrap-up activities (03:37)
Single customer focus design prevents multitasking by blocking new inbound call acceptance while users are in wrap-up status with current customer (03:37)
Seamless transition workflow enables immediate availability for next waiting call through Save and Stop or Save and Dial Next button functionality (03:37)
Consistent user experience maintains identical interface and workflow for subsequent calls with same customer selection, search, and creation options (03:37)
Transcript:
00:14
Speaker 1
In this chapter we'll go over Answering an Inbound Call There are a few scenarios in which you will answer an inbound call. You'll either be transitioning between a current inbound or outbound call and will be fed the next call using the Save and Stop or Save and Dial Next buttons. You may also have an outbound record up on your screen ready to dial and see an incoming call that you're able to answer. At the top right where it says zero calls waiting. If there are customers on hold, it will show you how many customers are calling in and sitting on hold. We're going to test call in right now and you see that it has changed to indicate that there is a customer waiting and their hold time. On the left you'll also see a red beacon next to the call screen icon.
01:06
Speaker 1
If you have an outbound customer up on your screen and haven't yet initiated the outbound dial, you can make yourself available for this call. You'll go to the status icon on the left and switch your status to available. Once you do so, you'll get a pop up similar to a smartphone indicating that there is an incoming call available. From there you'll select the green answer button to accept and answer the call. When you answer the inbound call, you'll see three sections of the call screen. When a customer calls in, their phone number will auto populate in the search and pop up a few different matches. As you can see in our example here, this phone number matched to a few different profiles.
01:58
Speaker 1
There may be multiple matches if family members or spouses share a phone number or if customers have a work phone number in common. In the instances where there's a perfect match one customer to one phone number, that customer will automatically enroll and it will pull up their profile. You'll also see a search or Create option. You can search by first name, last name, phone number, email, or vintage. Otherwise if this is a brand new customer, you can select create and enter their information as needed. In order to proceed and enroll the customer, we need a minimum of their first and last name and their phone number. The remaining information can be filled in during your call.
03:03
Speaker 1
If you're choosing a customer from options given, you can select the green check mark to the right of their name and that will pull up the rest of their profile. I'm going to choose to enroll this customer. I click the green check mark and now my call screen is broken up into the three sections with the full customer information on the left, the tabs in the middle, and the scripting on the right. I'm going to end this call using the End Call icon on the Call ribbon and toggle over to Submit Disposition as with every time you finish a phone call in Volley, inbound or outbound, you will submit a disposition to denote what happened with your call. As you can see right now, as I'm wrapping up my current call, there's another inbound call that is currently waiting to be answered.
04:03
Speaker 1
I can see that by looking at the top right as well as at the red beacon on the left. Volley is designed for you to help one customer at a time, so you're unable to answer an inbound call while you're finishing up your current call, which is also called the Wrap up status. In order to be available to answer that call, you'll want to select your disposition, make any notes, and then can either choose the Save and Stop or Save and Dial Next button. Once you do so, if there is an inbound call waiting, you will see the same screen pop up alerting you to the inbound call, and you can click the green Accept Call button as before. After you've accepted the call, the same three sections will come up again.
05:01
Speaker 1
You can choose from the options given, Search for the customer, or Create if it's a brand new customer. As a reminder, once you've found the customer's profile, you can click the green check mark, enroll your customer, and submit your disposition as needed. It.