Within Reservation Sales HUB there are two options to consider when routing phone traffic to your Reservations team: Traditional Phone Lines and Virtual Phone. The traditional phone line allows calls to come through the agent’s traditional phone at their desk (examples: black phone or cell phone). Virtual Phone allows agents with a strong internet connection to use the phone completely inside of HUB. It does not require a physical phone and it also does not require a soft phone. With both methods, agents can take inbound calls and make outbound calls.
While it is unlikely that the traditional phone system will go down, it is recommended to have a backup plan in place to take these reservation calls. Virtual Phone can be a viable option as a back-up phone system in case phone lines in your area do go down for any reason. If you are interested in setting up Virtual Phone, please discuss this option with your Customer Success Manager so they can work with our Client Support team to start the configuration process.
HUB users can switch between the Virtual Phone and Traditional Phone with the click of a button.
In the upper right hand corner of HUB, icons of a phone and headset show the current configuration of the phone system.
The phone icon correlates to the Traditional Phone, and the headset icon is for the Virtual Phone.
Traditional Phone
Clients that use traditional phone lines for routing call traffic will use ‘Traditional Phone’. This setting is located at the top of HUB and appears a black phone icon.
Logging In
Upon logging into HUB, agents will be presented with an option to enter their destination phone number and set their status prior to entering the call queue. This destination number can be linked to the Agent’s DID (Direct Inward Dial) with their traditional desk phone or to the Agent’s cell phone, if working remote.
Taking a Call
When an Agent takes a call (or is presented a call via auto-call delivery) with the traditional phone configuration, they will click on the ‘Answer Call’ button. After a short pause the call will ring to their traditional desk phone for them to answer.
Virtual Phone
Virtual phone is for clients who carry phone traffic via the Internet. This is very convenient for locations where traditional phone lines aren’t dependable or when you have remote agents who need to login and answer phones in HUB.
Setup
To enable Revinate Virtual Phone, clients should contact their Customer Success Manager or Client Support Team. Once enabled, the Client can configure Virtual Phone per agent within Agents Account Settings page in HUB. Clicking ‘Enable Virtual Phone’ will automatically default the Agent to answer a call via Virtual Phone. If the Client wants the Traditional Phone to be the default, the checkbox should be unchecked for ‘Default to Virtual Phone’.
Agents configured to use Virtual Phone will be presented with a new configuration dialogue to ensure their device (speakers/microphone) settings. This ensures that agents are not connected to a call without having their speakers/microphone properly setup. This dialog will appear on every login, refresh, and selection of Virtual Phone.
Taking a Call
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.
Push Button Prompt
Agents can access a dial pad to input menu options in the event that a phone prompt is encountered while using Virtual Phone. To access it, choose the dial pad button located in the control bar located at the bottom of HUB.