Advocate Training Review - Workspace, Dialpad, Atlas, Help Center Follow

Q: What options do we have for headsets / earbuds? 

A: It depends on your role:

• Managers: Please load the Dialpad app on to your cell phone and configure it for use.
• CSRs and AR: Please let Brawley know if you would like us to order you a wired headset, wired earbuds, or a wireless bluetooth device. His recommendation is that you use a wired set of earbuds, and plug them in to your cellphone if you need to take calls and move around. In his experience bluetooth can be hard to configure and make work consistently. But if you need a bluetooth headset or earpiece, we will order one for you and try to make it work. NOTE: If you need a wired headset, please let me know what kind of connector is needed for your setup (i.e., standard aux, USB-C, or something else).
• Accounting: Please use earbuds plugged in to your computer. If you need us to order earbuds for you, let me know.

Q: I have an Android phone and I'm having trouble installing and using Dialpad on my phone. What do I need to do?

A: Danny has put together this Help Center article explaining the steps you should take to load Dialpad on your Android phone.

Q: If a person is on the phone, can the caller have an option to press * (or similar) and be connected to another person? 

A: Not exactly. All options for your account are listed here: https://dialpad.com/settings/voicemail. One option under "Advance Options" is Call Handling. You can decide what options are available when a person calls your direct line when you are on another call (or have Do Not Disturb turned on, or calls after hours). The options are to connect that person to your voicemail, to connect them to a message (with no voicemail option), to forward the call to another number, or to forward the call to another department or call center. So you could configure the call to automatically ring the CSR dept, or an assistant property manager, for example, if you can't pick up the call.

Q: Can we have 630 and 708 prefixes?

A: Yes. I have switched over all users to 630 and 708 prefixes (you should see the new numbers when you log in). If you need a different prefix than what you have, let me know. Anyone with permanent numbers previously will have those permanent numbers ported over soon-ish (around Feb 21).

Q: How can we select a different outbound ID than our number?

A: On the call, when Danny and I tried to demo this, we clicked on the "Change" link next to "Your Caller ID Displays as". This was wrong. Instead, look at your profile picture and name at the very top of the screen, and click the Down arrow next to your name. You should see an option called "Advocate PM" that will eventually allow you to select the main Naperville office number. Right now it will show you a temporary number, 630-381-4327.