Step 2 in One Call Environment

1. Step 2 in One Call Environment Presenter: Dawn Newborn Omni Communications dawn@mail.omnicall.com

2. Auto Connect Program under each operator setting and per account. See Below for examples:

3. Explanation Auto Connect Auto Connect will answer the live call for the operator. The staff will not have to press line one to answer the call. If you use Perfect answer it will beep then automatically play the recorded greeting. The operator as well as the caller will hear the greeting. You do not have to use this option to go to one call environment. We do not use Auto Connect until the operator is a few days into training. They may need to practice the name of account before answering. Note: If you use auto record to automatically start the recording of your calls, there maybe some issues with perfect answers/auto connect. Test these options together. We auto connect and auto record. We do not use perfect answers currently.

4. Hold Parking Hold Parking is a method of answering more than one live call on a single line. You can answer 3 live calls on line one with hold parking. Facts: All calls will come back to you. You will get live calls over disconnects Flow of call handling will be less stressful Once perfected you can take as many calls as 3 lines To manage this we pull reports on hold %. Our shift goals are 20%. This will tell you who is hold parking and who is not. Call Coach can also determine this by managing with the EZ monitor.

5. Hold Parking DisconnectsWhen You HOLD PARK a disconnect call, the call goes to line 2. See Below.This is the EZ Monitor in Supervisor. We have the WAITS logged in to guarantee the “beep” will be given at all times. Kimberly is our Call Coach during this time. During a rush time you would see ringing calls in the WAITS window on the left.

6. Then you can go back to line 2 to complete call and CALL PARK DISTRIBUTE to dispatcher. Tammy below is completing that call. Tammy will not get a live call until she get that call to the dispatcher or hold parks that disconnect. Everyone needs to have the message template completed when caller hangs up. Then they save the message and forward to dispatcher for contacting.

7. Hold Parking Live Calls Now you will see calls on hold in the WAITS window instead of on line 2. The operator will always get the HOLD back before a new live call. You can hold park the first call again without the caller knowing it, just place them on hold fast and hold park again to get another call. For a total of three live calls at once. It takes a little practice Call Coach will be able to monitor how long people are on hold and who has disc instead of live call. See Kathy needs to hold park her disconnect to answer a live call.

8. Dispatching Below you will notice two items, 1. Dispatcher SSI with 3 disc and 2. disc in WAITS window on left. Once calls are call park distributed to dispatcher they will sit and wait on her. If she gets backed up with over 15 disconnects anyone can pull those calls to dispatch if needed. All ops have two logins one for live calls and one for dispatching.

9. Programming Call Park Distribution Call Park Distribution is the method that the operator that took the call chooses the priority and parks to dispatcher. You must set up groups in Supervisor See Below. 12 being highest priority. We call park distribute by operator group not station. If you currently use distribution by station, check with field service about possible issues with distribution by operator groups.

10. To set up Operator add a login with initials plus a number. See AW1 for example. We have Group 1-4 set up as Call Park Distribute. There are four levels of accounts 1 being high priority, 4 being the least. This dispatcher will take calls for all groups. There are different groups because each group has a different priority. Choices may be: Urgent Calls Not Urgent/but contact Contact on all call accounts Nurse follow up , etc.