In Adversus, you can set a campaign to receive incoming calls. So if a customer calls, the call will be received directly in Adversus. This article considers that your campaign doesn't include leads and is only made for inbound calls.
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. Then go to "Phone" and choose "Dialer mathod" to be inbound:
1.2. Select "Inbound".
1.3. Select from the following options:
1.3.1 The incoming call number and outgoing call number must be the same. This number will be the number that the lead will call back to. By default, you can select only Adversus numbers. If you need a new number, select "Order new number" on the grey button.
1.3.2 Standard lead pool:
Adversus searches for the dialed number. If Adversus cannot find the number, the lead must be created manually. Choose which pool to create it in here.
1.3.3 Number of forwarding:
You can forward incoming calls to another number when there are no agents actively calling through the campaign. Select which number the incoming calls are forwarded to.
1.3.4 Max Waiting time:
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. Select between the following options:
- For permission record from Start. The agents must manually enter and choose whether to record the conversation when chatting with the customer. Here it will be from the start.
- By permission start off. The agents must manually enter and choose whether to record the conversation when chatting with the customer. Here it will be with the start of recording.
1.3.6 recordings are stored in:
Set how long the recordings should be saved.
1.3.7 Mix of conversation:
Set if you do not want to record the customer, but only the agent.
1.3.8 Upload Welcome messages:
If you wish to set a welcome message when a lead calls back, you can do it here. It can be selected both as waiting music until an agent is ready to talk and when there is no active agent on the campaign.
1.4. When the above settings are selected, select "Save Settings" located at the bottom of the page.
1.5 When you go to the campaign and are getting ready for an inbound call, it will look like this:
1.6 When a lead calls in, it will change so you can see the number and "Select lead" to answer: