What if your incoming calls were intelligently routed to your available phone workers with call reports that popped on screen already pre-populated with appropriate
call and caller information? Imagine the time you would save and the data accuracy you would gain. As a special project, iCarol can work with you to integrate your call handling/telephone system directly and seamlessly into your iCarol system.
iCarol – helping you automate your incoming calls
Here’s how iCarol help line software can integrate with your telephone system:
- Intelligently Route your Incoming Calls
When a call comes in your telephone system can automatically query iCarol to see if there are any pre-defined caller instructions, then your telephone system can make intelligent routing decisions based on what iCarol responded with. For example a call can be redirected to a certain voice message by your telephone system if the caller has been blocked or exceeded maximum call limit.
- Logging your Call
Once a call successfully reaches the phone of a volunteer, your telephone system can immediately pop up an iCarol call entry form to their computer, pre-populated with call information. In this process it can try to identify repeat callers and further populate appropriate caller information into the form. Note, that sensitive information (such as caller phone number) can be hidden from the phone worker.
- Find out more information during the call
The standard call report features are available such as looking up caller profile details, past calls and resource information while entering your call information.
Sandri K, Program Director, Suicide Prevention Center Didi Hirsch Mental Health Services :
"Two years ago when we approached iCarol with the idea of integrating with our telephony, we thought our request was too advanced. Little did we know. Not only was this cutting edge project met with enthusiasm, its implementation went very smoothly and has by far been our most successful project to date. The crisis line team loves the time savings from the automated screen popping pre-populated with call data. I love being able to reconcile our raw telephony data with the great reporting capability of iCarol. Throughout this project, the iCarol team has, as always, been very responsive and creative in their cooperation with our telephony providers."
All of these capabilities require the involvement of your telephone service provider and a custom project with the iCarol technical team.