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Administering OmniCall

There are a few different parts of OmniCall to be administered, including: Numbers, Context, Audio, and Voicemail.

Navigate to the OmniCall section of Advanced Admin.

  1. Click the menu bar in the top left
  2. Click the Admin section (key icon)
  3. Click "OmniCall" under categories

 

Purchasing Numbers

Numbers can be purchased and configured directly within the platform.

To purchase a number:

  1. Click “Add number”
  2. Select whether the number should be Local or Toll-Free
  3. Enter the state abbreviation in the Region field to select a number with a particular structure. You can also enter a series of numbers into the “Contains” field.'

Note: Each site has a limit of numbers that can be purchased which is managed by SaleMove. If you require more numbers than are allowed please contact your Success Manager.

 

Managing Context

Context is a PDF that displays for an operator when receiving an OmniCall engagement. Some examples of context include a copy of the mailer, social media post, or other display ad where the phone number is displayed.

To upload new context:

  1. Click “Add Context”, enter a name and select a PDF file from your computer

Managing existing context files:

  1. To preview any currently uploaded context, click the eye icon
  2. To delete a file click the trash can
  3. To rename or upload a new file click the pencil icon

Note: If you have many numbers with the same context we recommend uploading the new file so that it is automatically assigned to those phone numbers, versus manually assigning a new context file to each number.

 

Programming Audio Recordings

There are 5 types of caller notifications associated with an OmniCall number:

  1. Caller connects - Played when caller enters a queue.
  2. Caller connecting with operator - Played immediately before caller connected with operator.
    1. Legal disclaimers should be included in the “Caller connecting with operator” notification. The first notification may be cut short if the operator answers quickly, but this will play in full before connecting the visitor.
  3. Caller waiting - Played while caller is waiting in a queue.
  4. Caller unable to queue - Played when caller unable to queue due to availability. Played prior to disconnect or transfer to fallback number (when configured).
  5. System error and disconnect - Played when a system error occurs and the call will be disconnected.
    1. Oftentimes the same audio file is used for caller notifications 4 (caller unable to queue) and 5 (system error and disconnect).

To upload a new audio file:

  1. Click “Add Audio”, enter a name and select an audio file (.wav or .mp3) from your computer

Manage existing audio files: 

  1. You can preview any audio file by clicking the play button
  2. To delete a file click the trash can
  3. To rename or upload a new file click the pencil icon

Note: If you have many numbers with the same caller notification we recommend uploading the new file so that it is automatically assigned to those phone numbers, versus manually assigning a new audio file to each number.

 

Configuring Voicemail Boxes

Voicemail boxes can be used in conjunction with Exports to receive audio messages from visitors.

To add a new voicemail box:

  1. Click "Add voicemail" and enter a name
  2. It is optional to add a pre-recording sound message (note: this is not necessary if a "caller unable to queue" caller notification is programmed on the number level)
  3. You may choose to enter a description
  4. Click "done" to save

Manage existing voicemail boxes:

  1. To delete a voicemail box click the trash can
  2. To rename or edit an existing voicemail box click the pencil icon
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