Receiving A Call

Receiving A Call

Module : CTI
Topic : Making a Call
Version(s) : Version 5.1 and up 
Editions : Call Center

Incoming Call

When a call comes in to the OrderLogix Softphone, the DNIS and ANI of the caller will be displayed in the top section of the Softphone. The customer information will be displayed along with options to clear, go to an order screen, lead information, or CS information.


Viewing More Information About A Caller

To view more information about a customer, hover over the customer name on the sidebar.  The customer name and address will appear under the display area.  After verifying the customer's identity, click the radio button with the correct customer name.  The customer information will now appear in the sidebar.


What Happens When Customer information Does Not Match The Caller

If the customer information is incorrect, click Choose Again to return to the selection sidebar.  Otherwise, choose from the following selection buttons:
  • To clear the customer information from the soft phone, click the Clear button.
  • To view customer order information, click the Go to CS button.   The   Customer Detail Center   screen will appear with the customer information.
  • When calling customers listed as Leads on the CTI sidebar, click Go to Lead.  The   Internal Notification Detail Screen   will appear with the notification history.
  • To go to an order screen, click the Go to Call/Order button. The   Sales Order Entry screen   will appear with the customer information.    

    • Related Articles

    • Call Types

      Module: Call Data Topic: Call Types Version(s): Version 5.1 and up  Editions: Call Center Editions Navigate to the Call Type module from the Company Data menu. (Company Data > Call Data > Call Type) To return to the previous page, click the  Back ...

    • Viewing Call Log Data

      Module: Call Log Data Topic: Viewing Call Log Data Version(s): Version 5.1 and up  Editions: Call Center Edition Navigate to the Call Log Data module from the Company Data menu. (Company Data > Call Data > Call Log Data)   To view the call details, ...

    • Adding & Editing Call Dispositions

      Module: Call Data Topic: Call Dispositions Version(s): Version 5.1 and up  Editions: Call Center Edition Navigate to the Call Dispositions module from the Company Data menu. (Company Data > Call Data > Call Dispositions) To return to the previous ...

    • Agent Call Reports Definitions

      This report is based on call collector data (not calls entered in OLX). This report filters out dropped calls and calls with a call type that is not IN, so dropped calls are not included in # In. Employees are matched based on the employee being ...

    • Sales Call Log

      Use the Sales Call Log to View /Print your daily call activity and track your close rate. To print the Sales Agent Call Log, click the   print icon in the blue module bar.     You can sort by Call Date, Time, DNIS, ANI phone number, Customer Name, ...