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This feature will allow a customer to be called back instead of waiting in a phone queue to talk to an agent. While the customer is waiting for a callback, they can interact with text messages.
- From a phone, make a call to 714.274.7421, press 3 for the first prompt, press 1 for the second prompt, and 1 for the third prompt to accept a callback.
- Continue, press 1 to accept the text message offer.
- Reply text message with verification info below:
- Patient ID: H11110000
- Reason for contact: can be anything
- The system will callback to the customer and play IVR.
- Press 1 for the first prompt, press 1 for the second prompt.
- From the agent web page. make sure the agent phone is open, the agent phone will ring and a screen pop will show to the agent.
- Accept the incoming call from the agent web page. Now, the agent and the customer can talk on the phone and reply message on the chatbox.
- Hang up the call to complete the demo.
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- From a phone, make a call to 714.274.7421, press 4, leave a message after the beep, and hang up.
- The system will auto convert messages to the text as an email.
- From the agent web page. make sure the agent phone is open, the agent phone will ring and an email pop will show to the agent desktop.
- Accept the incoming call from the agent web page and reply to the email message.
- Hang up the call to complete the demo.
EasyPay - Text
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EasyPay - Text secure paymentsecure payment
This feature helps the caller to provide their sensitive information such as credit card information while they are on a call with an agent without the agent perceiving.
- From the Demo page, go to the Contact Us menu, click "Easy Pay"
- Enter the phone number you want to receive a text message at Phone No. text box.
- Then, select one in three ways to share a payment link to the customer:
- Text Message: the agent interacts with the customer with a text message.
- Email: the agent interacts with the customer with an email (Enter the email address at Email Address text box).
- Payment Link: the agent can copy the payment link and send it to the customer.
TTY - Hearing Impaired Support
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- From a phone, make a call to 951.364.4693. The user's phone has a message from the system. Reply to the chatbot's messageThe system auto hangs up the call.
- A text message will be sent to the caller's phone number automatically. The caller can interact with a chatbot via text messages.
- Complete the conversation with the chatbot.
- The system will queue the chat conversation using a phantom call to the agent.
- From the agent web page, make sure the agent phone is open, the agent phone will ring and a chat pop up will show to the agent desktop.
- Accept the incoming call from the agent web page and reply to the chat message.
- Hang up the call to complete the demo.
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