Technician to Client Call Recording

January 18, 2016

Note: our call recording feature has been updated since this post, please also read Call Recording Update 1.

 

Introduction

 

Starting today, PowerDispatch Lite customers can record calls between the technician and the client, thus improving client retention and closing rates. 


The “Record Phone Calls” permission costs $9 per technician per month plus Twilio usage per Twilio pricing. You must setup Twilio on your PowerDispatch account in order to make use of this feature.

 

Introduction Special

Enjoy the “Record Phone Calls” feature until the end of january 2016 with no additonal charge to your PowerDispatch subscription, (Twilio usage charges apply through Twilio.)

 

Note: our call recording feature has been updated since this post, please also read Call Recording Update 1.

Recording

 

We’ve implemented recording by hiding the client’s phone number from the technician and instead we’ve added a Call Client button and a Call Job Menu button to the Technician Portal:


Call Client (button) -  When a technician has the record phone calls permission turned on under technician settings he will no longer see the client’s phone number in the message or in the technician portal.  Instead he will place the call by clicking on the Call Client button and he will recieve a call from the system to create the connection with the client.  

Call Job Menu (button) - The Call Job Menu option will allow the technician to interact with your company using an IVR (Interactive Voice Response.) The call job menu option will only appear if the IVR option is enabled on Twilio settings under Integrations. This option will enable your technician to listen to his jobs and manage them from his custom IVR. 

You can add an optional pin for the technician to access the IVR Menu, (Technician Settings->Voice Pin)

 

Call Job Menu Options:

1 - Confirm job
Marks the job as confirm on the Job Board, (a green circle will appear around the technician gravatar.)
2 - Call Client
Connects the call to the client.
3 - Leave Message
Allows the technician to leave a message for the company about the job, this message will appear under activities, comments and messages so you can’t miss it.
4 - Decline Job
Marks the job as declined on the Job Board, (a red block will appear around the technicians gravatar.)
9 - Job Menu
Plays the technician a list of his current jobs so he can manage them in one place.

 

 

Tech Phone (input field) - The Tech Phone field allows the technician to see/set the phone number that the system will call him on in order to place the call with the client. 

 

 

 


Reporting

 

After the call is completed it's recording will appear on the Add Job Log and in the Recordings and Activities pages. The Log tab is a simplified way to view all job related activities, comments and recordings in one place, while the new Recordings page gives you a larger overview on all your recordings organized in chronological order.