Introduction
In Telephony Calling, for a user, we have two notifications centers located in the upper section of the Meritto portal. The notifications are for “Missed Calls” and “Pending Calls”. Each of them has a distinct function that serves a purpose to help the counselors ensure that they can track and do not miss any calls (Inbound/Outbound/Campaign) triggered from the Meritto portal.
Let us understand what they are and how it helps in Telephony calling process.
Missed Calls Notification
Let us suppose that a user or an agent has received an Inbound Call. For some reason, the agent now misses the call and is unable to attain to the lead's call at that specific moment. How to let the user know about it?
For this reason, we have the "Missed Calls" notification. For the call flows, its working is described as below -
Inbound Calls
- For an Inbound Call, as described earlier, only when the Telephony vendor sends the Callback request to Meritto with the call status as failed for the particular user/counselor, then the missed call count will be updated. To access the call details, the user can navigate via the "Missed Calls" notification >> Inbound Calls.
- The missed call notifications will be removed or the count will decrease once the counselor or the user accesses the lead profile via Missed Calls >> Inbound >> Edit Lead profile.
- For a case, where an Inbound Call has been routed to multiple counsellors, we have introduced a new way of handling notifications to help users easily manage and track inbound calls.
For example, an Inbound was routed to Counselor C1, then to Counselor C2 and then to Counselor C3. Al of the counselors missed the incoming call from the lead "L1". In this case, all the counselors will have the missed call notification of L1's call on their Notification centre. However, if any Counselor out of the three, accesses the lead profile of L1 via Missed Call >> Inbound >> Edit Lead profile (L1), then the missed call notification from the other two Counselors for L1 will be automatically removed.
If in case, there was a scenario where the call was missed by Counselor C1 and C2 but connected with C3, then the missed call notification and count will again be removed from Counsellor C1's and C2's view for that Lead (L1). - If in case the Callback details are not received for the Inbound calls (which was missed by the Counsellor), then in that case the missed call notification will not be updated for that call.
Campaign Calls
- If a Counselor has initiated a Campaign Call towards a lead, then if a call is missed by the Lead or the call was not connected between the User and the Lead, then the call will be recorded as a Missed Campaign Call. To access the details, the user can navigate to "Missed Call" Notifications >> Campaign Calls.
- Similar to Inbound Missed Calls, once the specific User accesses the Lead profile via Missed Call >> Campaign >> Edit Lead Profile for the specific lead, the missed call notification and count will be removed fro that call.
- For any Campaign call that was missed, the notifications are updated on the basis of the Campaign Callback Request recived from the vendor. If the request is not received, then the notification will not be updated.
Pending Calls Notification
This notification is useful to the Users as it helps to track whether the User visited the lead profile of the lead during the call or not. For any call, the counselor talks to the lead and collects information to either enter or update information for the lead. If in case for an Inbound or Campaign Call, the counselor is not performing any activity to visit the lead profile, then such calls will be marked as Pending Calls.
Inbound Calls
- For an Inbound Call, whenever the Call Notification request is triggered by the vendor and the counselor during that call, does not visit the lead profile of that lead, then the Pending Call will be updated with the count and the lead's incoming call details.
- In case of a missed call, once the Callback request is received for the call, the Pending Call notification is removed for that call and automatically updated under the Missed Call Notification.
- If the Call Notification request is not triggered by the vendor, then the Pending Call Notification will not be updated for that call.
- Once the Counselor visits the lead profile via Pending Call >> Inbound >> Edit Lead profile, the Pending Call Count and notification for that call will be automatically removed.
Campaign Call
- In case of an Outbound Campaign Call initiated by a counselor or User to a lead, if the Campaign Call Notification is displayed on the Meritto portal and the User does not visit the lead profile during the call, the Pending Call notification will be updated with that Lead's call details.
- Similar to Inbound missed calls, once the Campaign Callback request is received for the call, the Pending Call notification is removed for that call and automatically updated under the Missed Call Notification.
- If the Campaign Call Notification request is not triggered by the vendor, then the Pending Call Notification will not be updated for that call.
- Once the Counselor visits the lead profile via Pending Call >> Inbound >> Edit Lead profile, the Pending Call Count and notification for that call will be automatically removed.