Newly introduced to the Reservation Sales Suite is the ability for agents to receive and make calls directly within HUB itself. Rather than having agents solely receive and make calls on their regular desk phone, agents will instead have the ability to do so within the HUB application itself. HUB has been enhanced to incorporate the most modern and sophisticated web telephony technologies and securities to provide this ability.
The creation of this functionality was derived from clients requesting a solution in places where traditional phone providers were not stable/reliable but an internet connection is. Additionally, for these and other clients moving to remote agent models the challenges of providing and managing a traditional phone line were undesirable and burdensome.
If you are interested in activating Virtual Phone, please follow the below steps:
- Reach out to your Customer Success Manager to express interest in activating Virtual Phone. If it is determined that Virtual Phone is a viable option for your business, our Revinate Support team will begin the process of enabling Virtual Phone on your account. Please note, in order to use virtual phone, agents must have access to a USB or Bluetooth headset and a stable internet connection.
- Once Virtual Phone has been activated:
- In Reservation Sales, go to Account Settings and click Agents.
- Click the pencil next to the agent you would like to have access to Virtual Phone.
- On the Agent Settings tab opens, click the check mark for Enable Virtual Phone.
- Enter in a ten digit number in the Agent Phone # section. (EX: 1234567890).
- Click Save at the bottom, and ask the agent to log out of HUB and log back in to see the Virtual Phone headset icon.
Agents will see a telephony icon alongside their current desk phone selection that they can switch to and from. (Once enabled for your Revinate account, this functionality is also configurable on/off by Agent.)
Agents configured to be able to use Virtual Phone will be presented on login, refresh, and selection of Virtual Phone with a new configuration dialogue to ensure their device (speakers/microphone) settings. This ensures that within this mode, agents are not connected to a call without having their speakers/microphone properly setup.
Once an agent has selected to use Virtual Phone, upon being selected in auto-call delivery agents will be presented with a prompt to answer the call. Without auto-call delivery agents will continue as they have to manually select and answer the call.
Once in a Virtual Phone connected call, the same call controls used today within the bottom Call Control Bar remain the same.