Phone Number Sharing
Sharing is a key feature and must have for small organizations and businesses. Numbers are shared and setup for each agent by sending a PIN.
In return, the agent receives an SMS reply. Each reply has a URL link to the USP dialer for that particular business phone number. Open this link in your mobile browser and create a bookmark to the smartphone’s home screen for single click access.
Using the USP dialer, all the agents can send and receive SMS and MMS (up to 10 media files per message) using the shared business number. All agents have access to all messages and replies send and received from customers and other agents alike.
Sharing the same number, all agents retrieve voice mail messages and share a common contact book associated with that business number. When one agent adds or edits a contact, all other agents have immediate access to it.
For outbound voice calls, USP agents place calls using the shared business number. Several calls can take place simultaneously. Twilio provides USP with telephone carrier resources on a demand basis without limitations.
Inbound Call Sharing
For inbound voice, USP calls all on-duty agents and prompts them using IVR to “press 1 to accept the call”. USP offers two modes:
- First Agent
With First Agent USP connects the caller with the first agent who presses the 1 key. This is the default setting.
- Party Line
With Party Line, USP connects all the agents that press the 1 key with the caller into a conference call.
Agents that miss the call can “join in” afterwards using the dialer’s Log tab.
On-duty / Off-duty
The USP dialer has an on-duty/off-duty slider at the upper right.
When an agent is off-duty they will not receive any voice calls or SMS/MMS messages on their native number. They can however, monitor progress using the dialer’s Messages tab. The can also join in-progress calls using the dialer Log tab.