Freshcaller Admin guide : Gorilla Services

Getting started with Freshcaller

An admin’s guide

CONTENTS 1 Introduction

Note to the Admin

Account activation and login

Activation email

Logging in

Adding credits

Setting up your call center block by block

Buying and managing numbers

Managing agents and their roles

Setting up teams

Configuring business hours

Managing messages

Setting up your operations

Call Flows

Setting up a call queue

Setting up an IVR menu (phone tree)

Configuring call center rules

Monitoring agents & calls through Live Dashboard 40

Freshcaller helps you easily manage all your call center operations from a single screen. We are a nimble cloud-hosted call center software that eliminates all the snags of setting up and using clunky hardware for handling your calls.

Simple and quick to onboard

Easily customizable

Intuitive call center metrics

Real-time call center insights

Multi-level access

Note to the Admin

As a Freshcaller Admin, you’ll have access to power features like Live Dashboard and the Admin panel. This guide will tell you how to access and use them.

Note: If you’re an Account Admin you’ll have additional access to billing information and phone credit balance.

A Freshcaller account can have multiple Admins and Account Admins.

FAQ

What are the different levels of access in Freshcaller? A Freshcaller user can be:

An Account Admin

An Admin

A Supervisor, or

An Agent

How can I find out if I have Admin access?

If you have Admin access you will be able to view the the Admin icon on the sidebar at the left.

Admin Setting

Can I add phone credits to my account?

If you are an Account Admin you can check your phone credit balance and add credits to your Freshcaller account.

How do I know if I’m an Account Admin?

If you signed up and created a brand new Freshcaller account, you’ll be an Account Admin by default.

If you were added as an Account Admin to an existing account, you can look for the Billing tab on the Admin panel. This option is not displayed to any other roles including Admins. You will also be receiving invoices from Freshcaller.

Only an Account Admin can

access the Billing tab.

Account activation & login

Activation email

Logging in

Adding credits

Activation email

You’ll receive an activation email from us once you sign up with Fresh caller or if you get added as an Admin of an existing account. Click on the activation URL provided in the email to activate your account.

This will take you to the login screen where you can enter your email id, and set a password for your account.

Note: As mentioned earlier, if you are the first person to sign up and create the account, you are an Account Admin by default.

Logging in

On successfully logging in, you are directed to the home screen of your Freshcaller account.

Adding credits

(only for Account Admins)

If you are on trial, you have to add credits to

Buy numbers

Make calls

To check your credit balance, click on the Add Credit Card Details button after you get started.

You’ll be taken to the billing page of your account. Right on top of the page, you can find your credit balance.

Alternatively, you can click on the Billing tab in your Admin panel.

In case you do not want to add your credit card to your account, send an email stating the same to support@freshcaller.com.

Check your current credit

balance from here.

Recharge your account by

adding your credit card.

Setting up your call center block by block

Buying and managing numbers

Managing agents and their roles

Setting up teams

Configuring business hours

Managing messages

Buying and managing numbers

Using your phone credits, you can buy numbers, make and receive calls, and much more. What’s more, you can buy local numbers in 50+ coun tries.

To port your existing numbers into the Freshcaller account, contact support@freshcaller.com

To buy a number, go to your Admin settings > Numbers > Buy New Number.

Click this button to buy a

new number.

You can choose any number that suits your geography or business requirement.

Choose a number from a

specific country, state, or

with preferred digits here.

The cost of the selected

number can be viewed here.

Click on the Buy button to

purchase the number.

On choosing a number, you’ll be able to see its cost. To confirm your purchase, click Buy.

Reconfirm your choice by

clicking on the Buy button.

Note: Certain numbers might ask for an address before you can buy them. Make sure that you enter a valid address for a successful purchase.

Once the number is purchased, it gets listed alongside your other purchased numbers.

Edit or delete the

number from here.

If you want to give a name to your number, use the Edit icon and custom ize the properties of your number.

Edit the properties of your

number from here.

The customizable properties of a number are:

Call recording: From the Record Type dropdown you can choose to

Record all calls

Record incoming/outgoing calls

Record manually (recommended if your call center needs to be GDPR compliant)

Custom hold message: Hold messages are played when an agent puts a caller on hold. You can select your hold message from the existing list of messages in the Custom Hold Message dropdown. Or, add a new message right there, without going to the Messages tab.

Accessibility: Choose which teams have access to this number.

Call masking: You can mask your helpline number to look like a personal number by enabling the toggle for call masking. You can also buy a local number and use this option to mask your call center number to establish a more local presence.

Note: Check out our call and number charges here.

Managing agents and their roles

As a Freshcaller Admin, you can add new agents and also assign them roles to manage their levels of access.

To add new agents to your account, go to the Agents section in the Admin panel. Use the New Agent button to add your agents.

Invite all your call center agents

to your Freshcaller account.

In the overlay that opens up, enter the email address of your agent and assign the appropriate role — Agent, Supervisor or another Admin.

Provide a unique email address of

your agent to add them successfully

to your account.

Once you add an agent, you can choose to

Resend an activation email to the added agent

Edit their role

Remove them from the system

Resend an activation email to onboard your agents.

Note: A deleted agent can be restored if needed from your account.

Setting up teams

You can group your agents into different teams. This comes in handy when you have multiple functions using the same number, and also while setting up call flows.

To create separate teams, go to the Teams section in the Admin Settings. Use the New Team button to create a team and add agents to it.

Add your team

using this option.

Once you click on the ‘Agents’ dropdown, all your agents will be listed for you to choose from. Every chosen agent has a tick against their name. You can add multiple agents at one go.

Choose from the list of

saved agents and create

different teams.

After choosing the agents for the new team, click the Add Team button.

Add your team and get them

started by clicking here.

The added team gets listed under saved teams showing the name and strength of the team upfront.

Saved teams get listed here with

the number of agents per team.

Configuring business hours

Your business might be functioning only during a certain part of the day. Manage your calls optimally by choosing when you want to receive calls.

Your call center may also be working across different time zones or your teams might be working in different shifts. On Freshcaller, you can define your various working hours or shifts in the time zone of your preference.

You can set the business hours for your phone numbers using the Admin Settings > Business Hours > New Business Hours

Set the business hours of your

call center from here.

To add new business hours, click the ‘+’ icon and give a name, choose a time zone and define the specifics like the days of the week and the start and end time for a day for your business.

Set the business hours for each

day of the week using the New

Schedule option.

Once you are done setting the business hours, click Add Business Hours button to save your changes.

All your saved business hours

are listed here.

Note: By setting business hours for different teams and numbers, you can make sure that every call that comes outside these hours can be routed to your voicemail or another team that’s available at that time of the day.

Managing messages

The moment a customer calls your business, you can choose the message that they’ll be welcomed with, or the subsequent messages that’ll guide them to connect with the right agent.

To customize your messages, go to Admin Settings > Messages > New Message.

Add more messages or edit the

default ones from here.

Note: By default, you’ll find hang-up, voicemail and welcome messages in your account. You can customize them according to your business needs.

To add a new message click on the + icon present against the New Message button.

Choose the message to be added

and also name the message.

Type in the name of the message and add your message.

You can add your message in three ways:

Record a custom message (up to 5 minutes)

Click on record to start recording

your message via your computer’s

microphone.

Upload a pre-recorded message (mp3 file less than 5 MB)

Upload the audio file using this

option.

Convert your text message to speech (you can choose between a male or female voice)

Add the text to be converted to

your audio message.

Save the new message by clicking the Add Message button. You can instantly play the message from the saved list.

Listen to individual messages

from here.

Setting up your call center operations

Setting up call flows (Queues and IVR) Configuring rules

Call flows

Call flows are key to ensuring that your customers are attended to from the minute they make a call to you to the time they hang up.

You can put to use all the customizations you’ve made so far (teams, business hours, messages, etc.) to design foolproof call flows.

To set up a call flow, go to Admin Settings > Call Flows > New Call Flow

Note: By default, a sample Global Queue is already created for you. You can either edit it or add new call flows as per your requirement.

Click this button to add a

new call flow.

There are two important elements to setting up a call flow inside Freshcaller.

Call queues

IVR

Choose to configure an IVR

menu or go for a call queue.

Call flows: Setting up call queues

Call queues are the routing rules for handling incoming calls. Use call queues to customize welcome messages, ringing rules, teams/agents handling the calls as well as call escalations.

Edit the name of the call

queue from here.

You can specify the name of your call queue, For e.g. US sales queue. Then choose the first message that the customer needs to hear. You can add a new message from here too.

Add a new message without

switching to the message tab.

Now choose the team of agents who need to attend the calls in this queue.

Choose the agent, team or an

unsaved number to which the

calls need to be directed

Note: You can add an external number by typing it in the search bar.

Once you’ve defined both these fields, you can prioritize the routing based on the agent’s availability.

Choose the agent(s) who need to

receive the calls based on their

availability.

If the agent is busy, you can place callers in a queue of a desired size (typically <20).

Enable the toggle that says Place Caller in Queue (in case you don't want your callers to wait, you can keep this turned off).

Enable the toggle if you want to

place your callers in queue when

your agents are busy.

If the queue exceeds the maximum size you allow, you can route callers to voicemail, another call queue, or hang up.

Similarly, you can play a wait message while callers are waiting in queue. Choose a message to be played from your repository of messages in Freshcaller.

Once you’ve defined all the required fields, save the call queue.

Call flows: Setting up an IVR menu

Phone trees or IVR menus help you provide quick and seamless call resolution to your customers by routing their call to the most relevant team.

You can start with giving your IVR menu a name to easily identify it.

You can edit the name of the IVR

from here.

Then choose a message or add a new one with which your caller needs to be welcomed.

Add a new message without

switching to the message screen.

Now choose the keypress number and the corresponding action that needs to take place.

For e.g. Let’s say, it’s a simple IVR menu that asks the customer to pick between Sales and Support. To ask them to press 1 for Support and 2 for Sales, configure accordingly.

Choose a keypress number to

pair with an action.

The various options available for a keypress are

Routing to another IVR menu

Connecting to a call queue

Sending the call to voicemail

Hanging up

For every keypress choose an

appropriate action.

Let’s say you are choosing to direct the call to a call queue if the caller presses 1. Then, the next step is to choose a call queue from the list of saved ones.

On pressing 1, the call is routed

to the US support team.

Finally, you can set the maximum number of times the IVR menu can be repeated for a given call and a suitable action in case of an invalid input from the caller.

Once the IVR menu is repeated

the set number of times, you can

choose to hang up the call.

Configuring call center rules

To make sure all calls made to you are answered, every purchased phone number can be associated with a set of actions by defining the rules for that number.

To set a specific rule for a number, go to Admin Settings > Rules > New Rule.

Use this button to associate a

rule to a phone number.

Note: By default, a rule that associates a number to the Global queue is available. You can edit the rule using the Edit option and add the number of your choice to this rule or add a new rule

entirely.

On clicking the New Rule button, a section asking for the phone number, the business hours associated to the number and the action that needs to follow for every call made to the number comes up.

The actions available to you are:

Send the caller to a call queue

Present an IVR menu

Send the call to voicemail

Hang up

Choose a way to direct calls

made to a given number

Choose the desired action. For e.g. if you want the call to go to a call queue, choose from the list of saved queues or add a new one right there.

Finally, save the changes and start using the number.

Click on this button to save the

new rule.

Monitoring agents & calls through Live Dashboard

The Live Dashboard in Freshcaller gives you a real-time overview of your whole call center in a single glance. It shows you the following details:

In Queue: Visibility into call queues

In Conversation: Ongoing conversations between agents and customers

Agents: Agent availability status and their last activity information

It also shows you the count of all calls, missed calls and voicemails for the selected duration.

The callers currently waiting in queue get listed here.

View all agents and their current availability.

All ongoing calls with the basic call details are listed here.

Once you click the Live Dashboard icon on the sidebar, you can choose to monitor a specific queue or all queues from the Select Queues drop down.

Choose the specific queue that

you want to monitor using this

dropdown.

Use the Stats dropdown to choose if you want the dashboard to view the total calls, missed calls and voicemails for the current day or the only previous hour.

You can either choose to see the call

count for the entire day or the

previous hour from here.

These are the basic set of configurations that are available to you as an Admin.

Once you configure your call center you can make the best use of Fresh caller capabilities and help your team of call center agents work with ease.

We are always around to help you with any further questions about Freshcaller. Do send your queries to support@freshcaller.com.

Write to us:

support@freshcaller.com

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