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1 AIRCALL GUIDE FOR ADMINS 2 TABLE OF CONTENTS Welcome to Aircall ! 1. Configur

1 AIRCALL GUIDE FOR ADMINS 2 TABLE OF CONTENTS Welcome to Aircall ! 1. Configure your Account Configure your numbers Manage your agents Explore Analytics Choose your plan & pricing 2. Configure your App Make & Take calls Configure your headset Manage your contacts Forward calls to your cell Set up your working hours 3. Your Integrations Helpdesk integrations CRM integrations The API & Webhooks 3 Welcome to Aircall! This manual will help you discover and get started with Aircall, the easiest solution to handle phone calls. Aircall was designed for teams to enhance collaboration. You can juggle many phone numbers anywhere you are, from your computer or your mobile phone. To further increase productivity, you can also integrate it with your helpdesk or CRM and track your activity with our deep analytics. We hope you will enjoy using Aircall and discovering all the new features we launch every week ! If you run into any problems, have questions or wish to offer helpful feedback from your experience, please feel free to contact us at team@aircall.io or even better, call us ! 4 Configure your Account 1 5 The Dashboard The Dashboard is the place where you can manage your account and change your settings. You can access it directly from our website and log in using your email & password. There are four main functionalities available on the Dashboard that enable you to: • Acquire and personalize phone numbers from all over the world instantly • Add agents to your account and assign them to phone numbers • Access powerful analytics to track your activity and adapt your strategy to your call flow • Manage your personal information and choose the plan that fits your needs the best 6 Configure your Numbers Get a New Number Click on “Add a new number” on the left of your screen. Name your number, choose the country, the type (geographic, national, toll-free, shared cost depending on the country you have chosen) and the area code if necessary. Press “Create” and your phone number will appear on the left of your Dashboard alongside your existing phone numbers. 7 Personalize your Number To start personalizing your numbers, simply click on the number you want to configure on the left of the Dashboard. The Configuration menu has 5 sections: • Name and Address • Opening Hours • Teammates on this Number • Music & Messages • Click to Call Name and Address In this section, you can give your phone numbers any name you wish. Some countries require a physical address to acquire a phone number - the list is available on our website. To get a number from one of these countries, please send us an email at team@aircall.io so we can provide you with one. 8 Opening Hours Under this section you will be able to decide when the line is available to take calls. The options presented below only impact the way incoming calls are treated. They do not impact outgoing calls: you will always be able to make a call from your app using the phone number no matter the options you choose. You can define the opening hours of your phone number according to three status. The “Open” and “Closed” status mean that your phone line is always available or unavailable to take incoming calls. The “Auto” status enables you to create “Opening Rules”. This set of rules determines when the line is “Open” to take incoming calls and when it is “Closed”. If a call comes in during the opening hours, it will be directed to an agent. However, if a call comes outside of them, the absence message will be played. You can set as many rules as you wish. 9 Call Distribution This menu enables you to create smart routing rules regarding the call redirection to your agents. We offer 4 types of smart routing rules that we will be presented in more detail just below: 1. Automatic Calling System 2. Call Cascading System 3. Automatic Call Redirection System 3. The Interactive Voice Response (IVR) 1. The Automatic Calling System will direct incoming calls to every member in your team and the first agent to pick up takes the call. The other apps will stop ringing as soon as someone answers the call. To set up this system, first add the agents you want to be taking calls on this line by clicking on the green “plus” button and selecting them. Then activate the functionality “Call everyone at the same time” just below that list. You can also activate a queuing system by ticking the case “Activate Queuing”: in case all your agents are already busy taking or making phone calls, incoming calls be put on hold until someone becomes available. You can decide how long a caller may be put on hold waiting for an agent before it goes to voicemail between 3 options: 3, 5 or 10 minutes. 10 2. The Call Cascading System allows you to create an order in which the calls are handled. This means that when a call comes in, it will be directed to the first agent available in the list. If the first agent does not pick up, the call is directed to the second agent available and so on until someone picks up the call – this is the cascading system. This way, you are sure incoming calls are answered by the most qualified agent available at the time the call occurs. You can change the routing order at any time: simply drag the agent you wish to move up or down. The availability of an agent is determined by whether or not he is logged into his application and by his working hours. You can also activate the queuing system with this option. 3. The Automatic Call Redirection System enables you to distribute the calls evenly between your team. The user that has done the less call during the day is switched to the top of the list. This way, all users take approximately the same amount of calls during the day. 11 4. The Interactive Voice Response (IVR) is a menu you can set up to filter the calls according to their nature. According to the menu you decide to create, callers will hear an automatic message letting them know how to reach the service they wish to get in touch with. For instance, you can communicate a general number to your clients. When they call this number, they will hear “please press 1 for San Francisco office and 2 for UK office”. According to the option they choose, they will be directed to another Aircall number or to an external number if you wish. To program this menu, select the “IVR” option next to “Normal”. You can create as many redirections as you have numbers so make sure you have created the numbers you needed when you start the IVR configuration or that the external numbers where you want to redirect the calls are active. To create a new redirection, click on the green “plus” button, then select the digit you wish callers to press and the number they will be redirected to. It is also possible to create a multi-layered IVR. To do so, repeat the same system described above on the numbers handling the redirection. Important tip: to be sure your IVR works properly, it is necessary to configure the IVR message for all the numbers configured as such. 12 Music and Messages You can personalize all your music and messages to have a fully professional phone system. There are 4 types of music and messages. 1. The Welcome message is the message callers will hear at the beginning of the call. You can decide to activate the option “Required listening”: this means that the callers will hear this message before any agents can answer the call. 2. The Music on hold is the music or message that will play when the caller is waiting on the queue for an agent to be available to pick up the call. If you have activated the IVR system in the previous section, the “Music on hold” will become the IVR message. This is the message that will present the option menu to the caller in order to be redirected. 3. The Voice Mail is the message the caller will hear before he can leave a message. 4. The Absence message is activated when your phone line is closed. To personalize a message, simply click on the pencil on the right to access the editing menu. You have four options to edit your messages: 13 When you choose the option to write a text to be read automatically, choose the language and simply write your text in the box. Once you are satisfied, save your message. If you wish to upload a MP3 file, just drop the file in the designated section or browse your computer to select the file and save the changes. To record uploads/Ingenierie_Lourd/ aircall-guide.pdf