In Adversus, you can set a campaign to receive incoming calls. So if a customer calls back, the call will be received directly in Adversus.
To set this up, do the following:
1.1 Go to "Settings", "Campaigns" and edit the campaign you want to set to inbound on the small pencil icon to the right:
1.2. Select "Inbound".
1.3. Select from the following options:
1.3.1 Incoming call number and outgoing call number must be the same. This will be the number that the lead will call back to in order for it to enter the Adversus campaign. By default, you can select only Adversus numbers. If you need a new number, select "Order new number" on the grey button.
1.3.3 Number of forwarding:
If there is no agent actively calling through the campaign, you can forward incoming calls to another number, which can be selected here.
1.3.4 Max Waiting time:
Here you can set how many seconds a customer may be queued before being forwarded to "forwarding number".
1.3.5 Record Conversations:
If you want to record conversations then it can be set here. The following options can be selected
-For permission record from Start- Here, the phones must manually enter and choose whether to record the conversation when they are sitting and chatting with the customer. Here it will be from the start.
-By permission start off - Here the phones must manually enter and choose whether to record the conversation when they are sitting and chatting with the customer. Here it will be with the start of recording.
1.3.6 recordings are stored in:
Here you can set how long the recordings should be saved.
1.3.7 Mix of conversation:
If you do not want to record the customer, but only the agent, then it can be set here.
1.3.8 Upload Welcome messages:
If you wish to set a welcome message when a lead calls back, do so here. It can be selected both as waiting music until an agent on the campaign is ready to talk, as well as when there is no active agent on the campaign.
1.3.9 When should calls be answered
This setting defines whether the inbound call should be picked up automatically or if the dialer should wait for the agent to pick up the call manually. This setting only affect inbound for predictive campaigns.
1.3.10 Inbound ringtone
Choose if a ringtone should be played when an inbound call comes.
1.3.11 Use in create mode
Activate if you want to receive inbound calls when you are creating manual leads.
1.4. When the above settings are selected, select "Save Settings" located at the bottom of the page.
1.5. The Dialer window will now have changed and look like the following:
If an incoming call arrives, the "Incoming Call Queue" will change from 0 to 1. The incoming call will be assigned to the first agent who is ready for the campaign.
1.6. If a lead calls back, Adversus looks for it. The agent can answer the incoming call by clicking the blue button. Here, the agent can identify who they are talking to. They can then choose whether it is an existing lead or a new lead:
In the example above, we first dialed the number + 4521XXXXXX this number rings back, where Adversus searches the number forward.
Afterwards, the dialer will work in the same way as always.
From the above, you will be able to receive incoming calls on the given campaign. It is possible to set which agents can receive incoming calls. In addition, it is possible to see which incoming calls have been made.
2.1 Go to "settings" in the left-hand menu followed by "Inbound settings".
2.2 See incoming calls and what status they have received here.
2.3 To set which agents can receive incoming calls as well as on which campaigns, go to "agents":
3. Here you will be able to select which Phoners can receive incoming calls on which campaigns. For example, the user Ben stiller can receive incoming calls on the Inbound campaigns "Cars and trucks" is set up, regardless of whether he sits on another campaign.