Phones Pro Onboarding Part 3: Use Phones Pro as a Customer Service Representative (CSR)

Overview

Now that you've completed the account setup for Phones Pro, and learned how to manage your Dialpad account, understand the basics of working as a CSR for a contact center using the Dialpad and ServiceTitan integration.

Things to know

• The Phones Pro experience is different for Customer Service Representatives (CSRs) and Administrators. Administrators manage call center operations and CSRs handle incoming and outgoing calls for the company.

• After switching to Phones Pro, the Set Forwarding Number option changes to Set Call Continuity Number in Phones Pro Settings. While both forwarding and call continuity numbers are external third-party numbers, the call continuity number is a backup phone number in case of an outage and is not part of the call routing during normal functioning hours.

• Even if your shared lines are active, you will not receive any calls if they occur outside of your designated working hours.

Step 1: Answer a call

When the customer calls one of the advertised (tracking) numbers, a call bubble is generated in ServiceTitan for job booking and the CSRs receive an incoming call through Dialpad.

Note: To take incoming calls, you need to be marked as Available and turn off the Do Not Disturb mode in Dialpad.

When a call comes in through the embedded dialer or the native Dialpad app, you're alerted to it. You have two options:

• Click Decline to send the call to the next available agent in the call rotation.        

  Note: If you decline or miss the call, you're automatically marked as Off Duty. To receive calls again, mark yourself as Available.

• Click Answer to pick up the call.        

  Note: If you are an advanced seat agent, the ServiceTitan call bubble is selected automatically once you answer the call. If you are a standard seat agent, you must click the call bubble in ServiceTitan to claim it.

Step 2: Make an outbound call

There are several options for making outbound calls.

Use the Click-To-Call option in ServiceTitan

To make an outbound call in ServiceTitan:

1. Go to the navigation bar and click Search   .

2. From the Search dropdown, select Customer.

3. Fill in the customer information in the Filters section and click Search. 

4. Go to the customer profile and click their phone number under Contact Methods. 

Note: Do not use the Make a Call button in the embedded dialer to call customers since the calls are not recorded or included in reporting. Use Click to call instead. Clicking to call from the embedded phone initiates a direct outbound call to the customer using the Dialpad caller ID.

Make a direct outbound call in Dialpad

When the employee makes an outbound call through Dialpad, it triggers an inbound call from ServiceTitan to office employees. When they answer, they press 1 to confirm and get connected to the customer.

To place an outbound call in Dialpad:

1. In the Dialpad app, click Call. 

2. Type the customer's name or number and click Start a Call.

Note: The criteria for the call to be logged in ServiceTitan is that the number you dial should be saved in a customer or location profile in ServiceTitan. If you are making a call, you can create the customer profile while on the call before they hang up and the call is saved to the respective customer or location profile. If you place an outbound call to a number that isn't saved in a profile in ServiceTitan, the call is only saved in Dialpad.

Note: Set your caller ID to one of the tracking numbers, not your DID number, to ensure calls can be logged in ServiceTitan. Calls made from a DID number cannot be logged.

Make an outbound call from a department or a contact center

To make a department or contact center call through the Dialpad app:

1. In the Dialpad app, click Call.

2. From the New Call From section select the office main line or one of the call centers you are assigned to.

3. Type the customer's name or number and click Start a Call. 

To make a department or contact center call through the embedded phone:

1. Go to the navigation bar and click Phones Pro.

2. Click Make a Call to change your Caller ID.

3. Under the New Call From section, select a contact center or department to make the outbound call. 

4. To make an outbound call, search for the customer and click their phone number.

Step 3: Transfer a call

You can transfer calls in Dialpad and ensure customers connect with the agent most suited to their needs.

Dialpad provides several options for call transferring:

• Direct transfer (Transfer Now): The call is transferred immediately without a warning to the person or the department receiving the transfer

• Warm transfer (Ask First): The Ask First option lets you introduce your caller to your recipient before handing off the call. The caller is put on hold while the agent contacts the recipient. Afterward, the agent can return to the caller and transfer the call if necessary.

• Transfer to voicemail: When you transfer to voicemail, your ongoing call is put on hold and immediately directed to your contact's voicemail message

• Transfer to hold queue: When you choose to transfer to the hold queue, your current call is put on hold and sent to a team member's queue where they can address it later

To transfer a call in Dialpad:

1. Click Transfer when you are in an ongoing call. 

2. Search for a contact and select it.

3. Choose the appropriate transfer option.

Step 4: Set your personal working hours

In Dialpad, you have the option to set your working hours distinct from the office or shared lines and decide how incoming calls and messages are managed when you're not available.

Note: Avoid setting personal working hours to prevent conflicts that may result in the user being available but not receiving any routed calls. Set personal hours only when your colleagues work different shifts throughout the day. If an employee's hours align with the main Business Hours, separate personal hours should not be set.

To set your personal working hours:

1. In Dialpad, go to Your Settings.

2. Click Call Handling & Voicemail.

3. In the Personal Working Hours section, select Only during specific hours.

4. Select your time zone.

5. In the Working Hours section, click Edit hours beside the day you'd like to set your hours. 

6. In the Edit hours screen that opens, enter your Start and End time.

7. Select which days you'd like these hours to apply to.

8. Click Update. 

Note: Even if your shared lines are active, you will not receive any calls if they occur outside of your designated working hours.

Now that you've finished the account setup for Phones Pro, learned how to manage your Dialpad account, and understood the basics of working as a CSR for a contact center, explore how to use Phones Pro as an Administrator.

Want to learn more?

• See Working as a call center representative using Dialpad: basics

• See Use the embedded dialer