1. Overview
This document outlines the operational steps for making, receiving, and managing calls using the Valstorm platform. It covers basic setup, in-call features, call logging, and managing user availability.
2. Getting Started & Initiating Calls
Before making a call, users must ensure their browser is properly configured to interact with the Valstorm system.
- Click the phone icon located at the top right of the screen to open the phone interface.
- When prompted by the browser, you must allow microphone access while visiting the site.
- Calls can be initiated from either the "leads" or "contacts" lists.
- To start a dial, simply click the contact's hyperlink or the green call button next to their name.
3. In-Call Controls & Routing
Once a call is connected, a dialogue box appears at the bottom right of the screen. This box can be dragged and moved anywhere on your screen for convenience.
The active call interface includes several key features:
- Keypad: Displays the dial pad for entering extensions or navigating phone menus.
- Mute: Allows you to mute your microphone during the conversation.
- Routing: Enables you to transfer the active call to someone else within your company. You can type to filter the directory and easily find the correct team member to send the call to.
4. Call Logging & Dispositions
Properly concluding a call is critical for tracking and automated workflows.
- After ending a call, users should input call notes detailing exactly what happened during the conversation.
- You must select an appropriate call disposition.
- Setting an accurate disposition is extremely useful because it can trigger company-specific automations set up in the CRM.
- Click "save" to finalize the log and complete the call process.
5. Handling Inbound Calls
When receiving an inbound call, a dialogue box will pop up on the screen presenting three options:
- Accept: Connects the call.
- Ignore: Silences the ring for you, but leaves the call active so other team members still have a chance to answer it.
- Decline: Immediately ends the routing process and sends the caller directly to voicemail.
- Note: While you are actively on a call, the system protects your time; you will not receive other inbound calls to interrupt you until you end the current call and become available again.
6. Managing Availability Status
Managing your availability is vital to ensure inbound calls are routed correctly, especially if using both the web and mobile applications.
- You can manually set your status to options such as Available, Offline, Away, or Busy.
- Setting your status to "Busy" or "Away" keeps you out of the call queue for the duration of that status, which is highly recommended when stepping away for lunch.
- If you simply turn off the phone in the web app without changing your status to unavailable, your Valstorm mobile app could still ring.
