InstaCall Guide. Call Us at

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1 Call Us at OnSIP 2015

2 What is InstaCall? InstaCall is a free feature that allows your website visitors to initiate a voice or video call with your business in a single mouse click. Customers make InstaCalls directly from their Internet browsers, via the computer s microphone or video camera. Your sales and/ or support team will be able to answer InstaCalls using desk phones or software phones, such as OnSIP s video-capable application. INSTACALL CAN BE SEAMLESSLY PLACED ON ANY WEBPAGE The OnSIP Admin Portal generates a tiny snippet of HTML code, which your website developer can easily insert on any page of your website. InstaCall does not require customers to download any plugins or software. It works for anybody using the latest versions of Chrome, Firefox or Opera, and it is free with any OnSIP account. 2

3 Key Benefits INSTANT MARKETING LEAD CAPTURE, IMPROVED SALES CONVERSIONS InstaCall is a feature that allows prospects to connect with you immediately, easily, and substantively. InstaCall s ease of use - a single click, with no extraneous steps - brings prospective customers right to your call center, without requiring them to dial a phone number or download plugins. This instancy results in better lead capture and higher conversion rates for your sales and marketing teams as it draws prospects in, when they are most likely to be receptive to your company s message. InstaCall can also be configured to deliver custom information to your sales agents before they even answer an incoming call. For example, you can customize InstaCall to let your sales agents know what page or what product your website visitors are viewing when they click to call. This feature gives your sales agents additional insight into the callers needs, and it prepares them to best convert the lead into a satisfied customer. Finally, you can now connect your website visitor data to your call data with InstaCall s Google Analytics integration. Simply copy and paste your Google Analytics ID into your InstaCall configuration, and you will be able to track your InstaCall clicks in the context of your marketing funnel Gain insight on number of clicks per day, where the callers came from (entry point), where the callers went (click path), and whether they converted by filling out a lead form or signing up. SEAMLESS SUPPORT IMPROVES CUSTOMER SATISFACTION Support teams also benefit from the immediacy and seamlessness of the InstaCall button. InstaCall simplifies the process of contacting your company as it requires no dialing or downloads, but it also can reduce or eliminate the time spent in phone trees. For example, if the customer clicks a Call Support Now button next to a particular product, InstaCall can direct that caller to the support person, queue, or group that handles that product line not to the main auto attendant options, where the caller will be asked questions as to why s/he is calling. 3

4 Based on the caller s context on your website or application, you can let them skip the phone tree and direct them where they need to go. Customers will welcome this streamlining as it lets them get help and get on with their day. Not only will InstaCall shorten a customer s calling experience by eliminating unnecessary phone tree steps, but InstaCall can also shorten the actual duration of the call with your support agents. InstaCall can be configured to deliver account and user specific information to your agents before they answer a support call. For example, imagine that your company offers a portal for your customers to login to and manage their accounts. In the past, your logged in users would have to find your phone number, call you, and then wait to be authenticated before being directed to the right customer service representative. That is no longer the case with InstaCall; all of these steps can be condensed down into a single click. If a user is logged into your portal, you can send information about that user (e.g. account ID, full name, last invoice ID, etc.) with the call to be displayed in OnSIP s app. This allows your support staff to quickly glance at relevant customer information when they call in and deliver a more seamless customer support experience. Additionally, with the added component of video calls, your staff can connect with your customers in exceptional new ways. The comfort of actually seeing and conversing with someone on your team will treat your customers to an authentic, person-to-person interaction. This transparency strengthens the trust your customers have with your business. In addition, video communication enables your team to support with visual cues and aids, which can be especially useful and provide time savings during concept explanations and How To instructions. 4

5 Setup 1. SIGN UP FOR ONSIP ACCOUNT Go to onsip.com/signup - also accessible by clicking the Free Trial button at the top of the OnSIP homepage ( Fill in the appropriate information, including the desired domain name of your OnSIP account. 2. LOG INTO ADMIN PORTAL Visit admin.onsip.com. Type in your (the account administrator s) login credentials - SIP address and password. 3. CREATE USERS From the OnSIP Admin Portal, select Users from the sidebar. Select Create New User and fill in the credentials for the user. Optional: Create a custom SIP address or add an extension if you wish to enable a voice mailbox for the user. 5

6 4. OPTIONAL: GROUP YOUR USERS From the OnSIP Admin Portal, select Groups from the sidebar. Click Create New Group. Give the group a name. Select the preferred Ring Strategy. Simultaneous ring will ring everybody s phones at the same time; the first to answer takes the call. Hunt group calls each user sequentially, starting at the top of the Group list. Add Users to and from the In Group column using the horizontal arrows Click Save to store the group. 5. CREATE INSTACALL BUTTON From the OnSIP Admin Portal, select Apps from the sidebar. Click Create New Apps, and then select the InstaCall option. Give the InstaCall a name. Select the Call Destination. This is the phone that InstaCall will route the call to. Any phone (including external numbers), group, or voic can serve as a destination for an InstaCall button. 6

7 Check if you want video calls enabled. If so, ensure that the device in the Call Destination box has video capabilities. Check if you want to add a dialpad to your InstaCall button (necessary if attendant menu answers the call). Select what Caller ID data you would like displayed, set InstaCall business hours with the drop down menus, and enter a Google Analytics ID with which you want to track the button. Your Google Analytics ID is a string that looks like: UA Click Next. Choose the button s theme, and enter the text that will be displayed on the button. Enter brief instructions for your website visitors, e.g. Start your call with us. Click Save to store the button. 7

8 6. PLACE INSTACALL BUTTON From the OnSIP Admin Portal, click Apps in the sidebar. Click the name of the InstaCall button you just created. Copy the HTML code under Button Code. Give the code to your web developer for placement on your webpage. 8

9 7. OPTIONAL: ACCESSING THE ONSIP APP Part of the InstaCall Solution, the OnSIP app is a WebRTC-enabled application that can be used to answer the audio and video calls initiated by your site visitors when they click on InstaCall buttons you ve placed on your web pages. The OnSIP app is available for free to all OnSIP customers. The OnSIP app is available as a download-free web client at app.onsip.com for Chrome & Firefox users. Simply log in with your OnSIP address and password. The app can also be installed as a desktop application on Mac and Windows computers for a more integrated and persistent session. To send users their SIP addresses and instructions on how to set their web passwords, log in to the OnSIP Admin Portal, click Users in the sidebar and select a user that you ve created. Locate the Maintenance section, and click the link Send Password Reset . This will send the user an notifying them of their SIP address with a link to set their password. 8. ADVANCED: ACD QUEUES Click Create New Apps at the top of the Apps page, then select ACD Queue > Create a new ACD Queue. Enter the name for your queue, something descriptive like Tech Support Queue or Billing Queue is generally best. Explanations for each of these fields can be found below the price and Save link, as well as this support article. Some of the key features will be explained below. 9

10 Max Agents: The max number of agents that can log into a queue at one time. Default is set to 5 agents. Enhanced Queue: By placing a checkmark in the box, you are enabling reporting data that lets supervisors view real-time caller/agent events and historical aggregated statistics, as well as call monitoring functionality. Enhanced Queues cost an additional $5 per agent configured for queue. Recording: By placing a checkmark in the box, you are enabling call recording for all calls on your Enhanced Queue. Before enabling call recording on your queue, you must set up an account with 1 of the 3 supported Storage Service Providers. 10

11 Ring Strategy: Ring All rings every agent simultaneously. Random rings a random agent. Roundrobin Memory rings each member in succession, beginning with the next agent succeeding the last agent to answer a call. Fewest Calls rings the agent who has received the fewest calls from callers. Least Recent rings the agent who has waited the longest since receiving a caller. Caller Hears: If you set to Ring Only, callers will hear ringing, instead of announcements and/or music, as the call moves through the ACD queue. Announcements Frequency: You can enable or disable periodic announcements that indicate the caller s position in the queue. Post-call Wrapup Time: This is the amount of time after a call finishes before an agent will be presented with another call. This is useful if an agent needs to update a customer record before taking the next call. In order for your agents to be able to log into the queue and begin answering phone calls, you will need to provide your queue with a login extension. Click the name of the ACD Queue from the list of applications on the Apps page. Under Extensions and Phone Numbers click Modify Assign an extension for login. Click Save. 9. LOGGING INTO THE QUEUE To login to the queue, an agent must dial the login extension from a phone registered with OnSIP. 11

12 Important: Logging into the queue from an outside phone like a cell phone will NOT work. Once the agent has dialed the login extension they will be prompted to enter the login password. This may be found in the ACD queue details under Login Details. Upon successfully entering the PIN, the agent will be logged into the queue.. Now when callers begin entering the queue, the agent will receive calls. To send InstaCalls to an ACD queue, select the queue as the Call Destination in the InstaCall configuration settings. 12