When on a live call, the appearance and functionality of HUB will change. This article will go in depth on the functionalities of HUB during a live call.
Example of HUB during a live call:
Status: When you are on a call, your status changes to “In A Call”.This status is visible to you and your teammates in the Agents tab:
Details: When you are on a call, the top half of HUB will display information about the caller if the information is available. This could be information like calling number, the campaign they called in on, etc.:
Take Payment: When you are booking a reservation and it comes time to take a payment, when you tab from the lead back to HUB where the take payment button now sits in the bottom half of the screen. It is very important to always hit this button before collecting any credit card information so we do not record any credit card information.
After clicking “Take Payment” this screen populates:
Most likely, you will be entering credit card information in your property management system still. Once you have collected all credit card information, it is important to hit Cancel to resume the recording.
NOTE: Any call dispositioned as 'Booked' that does not have a pause/resume in the recording will be permanently deleted.
Hold Options: To the left of the red Hang-up button is a 'pause-looking icon' that has your hold options.
“Hold for me” places the caller on hold for you, you can see the call in the Waiting queue labeled as “Holding for Agent Name”.
To resume call, click the call in the ‘Waiting Tab’ and then click the blue ‘Resume Call’ icon.
Hold for agent is how you transfer a caller to someone on your reservations team who is logged into HUB. After clicking on “Hold for agent” this screen will populate.
If the agent the caller is wanting to speak with is available, click on the agent’s name and the call will transfer to that agent.
Transfer Options: To the right of the red hang-up button is an icon with two arrows pointed away from each other. This is how you will transfer calls from your department to another.
Transfer to number: This is going to be the option you will select to transfer a call to another department. Once you select this option, a list of available transfer destinations is displayed. Simply click on the desired destination and the call is routed away. You most likely will not use the transfer to skill option. If there are no numbers in this area after you click Transfer to number, use your desk phone to transfer the call.
Other Icons in HUB: In the bottom right hand corner of HUB, two more icons will become active when you are on a live call, one to pop a lead and another is a repeat of the take payment button.
Credit Card Icon: This is another ‘Take Payment’ button. After clicking this icon, the take payment screen will populate, and the recording will pause, hit Cancel to resume the recording. You will use this button if during a live call you accidently clicked on the 'Agents' or 'Action Center' tab.
Head & Shoulders +: Click this to create a new lead form associated with the calling number. This is beneficial if you accidently close the lead form during an active call. The lead form will open in a new tab with the associated calling number.