“We Will Get Through This Together”
We have some updates regarding the COVID-19 virus. As many of you know a lot of people are working from home. We have some tips for you to get through this difficult time:
Do you not have a full capacity on your callcenter?
Remember that you can turn on ‘pause forward'. Your customers will receive a reminder but don’t have the option to get forwarded to a callcenter.
Do receive a lot of calls regarding pay link emails?
Then we also offer to send all emails spread through the day. Instead of sending all emails at the beginning of the day
We are still here to help and assist you from Monday till Friday. If you want to do some changes to scripts, you can inform us by creating a support ticket.
Besides changes you can also report the following:
Issues
New features
Ask Questions
How to pause your voice script
At this time when staffing levels may be lower because of the COVID-19 virus, we would like to inform you about the ability to control your outgoing calls and incoming transfers. This option is not new, but may not be known to everyone.
After logging into our portal you will see a block on the right with the title “Status Voice”, see the image below.
Normally all bars are green, this is the default setting that indicates that the scripts are executed according to the regular settings. In the column “Jobs” you can see per script the number of records (calls) that we still have to execute for that specific script.
If for any reason you want to temporarily stop outgoing calls during the day, you can click the pause button to stop outgoing calls immediately. From this moment on, no outgoing calls will take place for that specific script
The bar of that script then turns orange. If you want to resume the outgoing calls, you can press the play button.
Note that when resuming outgoing calls during the same call block, the Alphacomm Live platform will work faster to complete any remaining call attempts within the existing call block. If you restore the call after the call block has expired, the remaining records are retained and are automatically added to the next call block.
It is also possible to temporarily stop all connections. Just press the pause button in the circle to pause transfer.
The script setting then switches to the "out of office" configuration and the bar turns yellow.
The big advantage of this is that the outgoing communication is maintained, so that reminders are sent out, but you do not burden customer service or the call center because the option of transferring is temporarily not offered. To enable call forwarding again, simply click on the play button in the circle and the script will switch back to the "within opening hours" configuration.
All default settings are active when all bars are green.
If there are any questions about the above settings or if we can support you in any other way, please let us know.