dmAnswers14 is integrated into our dmConnect12 service so that you can have your calls professionally answered for you and a message taken when you're unable to answer a call yourself.

This guide will show you how to get dmAnswers14 MessageDesk working for you using your dmConnect12 service. You will learn how to instruct our agents on how to answer calls for you, what reason they should give the caller for your unavailability and when the caller can expect to hear back from you. Once set up, you will be able to satisfy yourself that everything is working properly.

dmAnswers14 has two main features, which you can use alone or together:

There are also some sub-features:

Step 1: Log in to your clubhouse

Go to http://my.dmclub.net and log in to your clubhouse.

Step 2: Open the dmConnect12 control panel Step 3: Set "No-answer action" to dmAnswers14 MessageDesk Get your dmConnect12 to use dmAnswers14 MessageDesk

Note: don't press save yet, you will be setting your answering preferences in dmConsole first. Once you are happy with the settings in your dmConsole, you can close the dmConsole and save this page to activate dmAnswers14 message desk (step 5).

Step 4: Set up your company information

If you want your calls answered in your company name you will need to add the company information 5) Company name now appears and dmAnswers14 agents will be able to answer calls in your company name. Step 5: Set your message desk preferences

[A] Go to your user preferences page [B] Set your name, bio, greeting, unavailability reason and call return time

Once entered, the agents will know your name, gender and job role so that they can refer to you in conversation in a natural manner. They will also be able to confidently tell the caller why you're unavailable and when you'll get back to them. They will also be aware of how much time you would like them to spend getting detailed and accurate information from each caller.

All of these options can be changed at any time using dmConsole. Select your preferred Agent Handling Mode (1)

Step 6: Set Notification options You can now minimise or close your dmConsole.

Step 7: Save your changes to activate MessageDesk Step 8: Test call

In this test, we can see what happens when you do not answer, and the call goes on to dmAnswers14 MessageDesk.

Make a call from your second phone line (not the one to which your dmConnect12 number is diverted) to your dmConnect12 number.

Your main phone should ring. Don't answer it. After a while, instead of going to voicemail, your call should be diverted to our agent. The call should go something like this:

Agent: "Good Morning, XYZ Consulting,how can I help?"

You: "Can I speak to Sally please?"

Agent: "Certainly, who may I say is calling?"

You: "Bill Sykes"

Agent: "And what is the call regarding?"

You: "I'm just returning her call"

Agent: "Thank you. I'm afraid Sally is in a meeting. Can she call you back on the number ending "234"?

You: "Sure "

Agent: "That's great. Sally will be notified immediately. She should get back to you within 2 hours"

You should find an email (and SMS if set up) arriving within 60 seconds of the call finishing.

Step 9: Inspect call records

You can inspect your dmCalls12 call records to see details of the answers, including how much you were charged.

Where next?

If you require assistance with the above, you can book a ProTime session - see #1163 dmAnswers14: Initial Setup ProTime Customer Guide for information on how to book
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