QuickDial
QuickDial is the module of the Counterpoint Cloud platform designed for call centers, and provides full integration to the user Point-Of-Sale
QuickDial Requirements
Before being able to access QuickDial, there are a few requirements that need to be met
- Download the Counterpoint Cloud Platform App from https://counterpoint.cloud/app.php
- Download the current Zulu softphone app from https://zulu-updater.sangoma.com/releases/stable
- Get Counterpoint Cloud Platform Credentials
- These can be created by a Counterpoint Cloud Platform admin, or your AMS Support Team
- Get Zulu Credentials
- These can be provided by your AMS Support Team
- Open the Counterpoint Cloud Platform Desktop App and log in with your credentials
Once logged into the Counterpoint Cloud Platform, you will stay logged in indefinitely
- Log into the Zulu Desktop App - AMS will provide all required information
When logging into the Zulu App, your username should be the same as your extension
- Once you have successfully signed into both of these applications, you can begin to take calls with the QuickDial application
Answering Calls
Zulu Caller ID
Once you have signed into both the Counterpoint Cloud Platform and Zulu Apps, you can begin taking calls that will automatically launch the QuickDial application.
The first thing you may notice once you have signed into Zulu is that the caller ID of the incoming call will pop up in the top right corner of your screen
Seeing this indicates that you are successfully registered with the Zulu App. If you do not see this when your phone rings, then there may be an issue with the Zulu registration, or the credentials are pointing to the incorrect extension. Your Zulu username should match your phone extension
QuickDial Pop-Up
Now, when you pick up your phone, the QuickDial application will pop up using the caller ID phone number to try and access the customer's information. This pop-up is where you pick which customer you want to launch and can show 1 of 3 different scenarios
Unknown Customer
In the case of an unknown number, you will be presented with a message indicating that the system could not find the number in the system, but will give you the option to add an alias for that account.
Aliases are relationships between phone numbers and accounts that are contained within the Counterpoint Cloud Platform and there is no limit to the number of Caller IDs assigned to a customer.
You can find a full document on adding an alias HERE
Known Number Assigned to Many Accounts
In some scenarios, the call may be from a number that is assigned to many accounts. In this scenario, you will be presented with a screen showing all of the available accounts. In this screen, the accounts are classified based on their status as well as their A/R standing.
Primary Account
This is the main account for this customer
Secondary Account
This is an active account for this customer, but not the primary account. In scenarios where you see this icon, you will also be able to find a primary account as well.
Inactive Account
This is a valid account number, but the account is no longer active. You cannot click on this account
Hold Account
This account is valid, but the customer is currently on hold
Known Number For Single Customer
If the callerID that is passed is that of a single customer whom the system knows about, you will be passed into the caller's main QuickDial Screen right away
Picking up a Parked / Active call
In cases where you are pulling a call off of park, the QuickDial screen will not already be active for that customer. However, you can recall a QuickDial screen for a currently active call is possible with only a few clicks.
Once you are back to the main QuickDial page, you will see a listing of any currently open calls (This is defined as a call that has been picked up, but not yet hung up.)
Simply click on the call you have answered (you can use your phone's callerID to validate the caller) and you will be brought to the QuickDial summary page for that customer.
Adding an Alias
Customers may call from numbers that have not yet been entered into your main ERP, or added into the cloud platform. In these cases, you will be given an opportunity to add them when the QuickDial page launches.
When an unknown number calls in, you will get a screen indicating such
Click on the 'Customers' button to bring up a customer search screen. Use the "Search" field to find the customer you wish to associate with this number. When you have found the customer, click on the customer number.
Once you click on the customer number, you will be returned to the original 'unknown number' page, but the account number field will be populated with the account number of the customer you just searched for. You can now click 'Perform Lookup' to look the customer up this one time, OR, check the 'Add Alias' box and click 'Perform Lookup' to create a relationship between the phone number and account so that the system will recognize the caller next time
Once you click on the Perform Lookup button, you will be redirected to that customer's QuickDial page.
QuickDial Summary Page
Overview
Whether the page opens automatically on call pickup, or you need to select the account due to multiple accounts being available, the first QuickDial page you will see is the QuickDial summary page. This page contains high-level information on the account as well as action buttons to create orders
Customer Quick Statistics
The customer quick statistics just cover some of the basic information on the account, the customer number, sales rep, main number, and main contact are all the current values from your system
The Time at servicing branch is the current local time at the servicing branch for this customer
The Next Run is the next scheduled delivery run (in local time) for this customer, if they are set up with a delivery run.
Action Buttons
Create Order: Clicking this button will launch an order entry screen to create an order for this customer. If there are multiple ship-to addresses, you will see a different 'Create Order' button and be given the option to select the ship-to for which to create an order:
When launching an order screen, the order will be created in the servicing branch selected. This will save you needing to select a branch once you begin creating the order
Add Note: This button will allow you to create a specific note on the account that will show when using the CounterCRM module of the Counterpoint Cloud Platform. Additionally, if the note type is set to the default 'pop-up' note type, the note will show as a pop-up any time the QuickDial screen opens for this account.
View Notices: This will display any outstanding CounterMessage tickets on the account.
Current Deliveries
Current Deliveries section relies on JDispatch. If you are not currently using JDispatch, this section will be blank
This section is a current status of invoices for this account for today. This will include invoices received, in transit and delivered as well as the timestamp for each of the stages. For any delivered invoices, the signature will be available by clicking on the status button. If you are using JDispatch Premium, you will also be able to see the location of the driver for in transit orders, and the location of signature capture for any delivered invoices.
Customer Call History
Customer call history is a listing of all calls to and from this customer. This can include any of the numbers associated with this account. This will show who called, whether it was inbound or outbound, how long the call lasted and, optionally, offer a recording download if you have configured your AMS PBX to record phone calls.
Invoice History
The invoice history section shows detailed history of invoices prior to today. This entire listing can be searched by any of the information in any columns. To search, simply start typing into the 'Search:' field and the results will begin filtering automatically.
A future release of QuickDial will contain the ability to email a .pdf copy of the invoice to an email assigned to the account.
E-Catalogue Statistics
These statistics are loaded on a nightly basis, so they do not include today's data
The last of the summary info on the QuickDial summary page is a snapshot of some basic e-cat statistics. These are:
Lookups by month: Total lookups by month, for up to the past 6 months.
Lookups by product line: Lookups by catalogue product group for the current month-to-date
Last Catalogue Access: The last date (not including today) this customer logged into the catalogue