Set up and test dmAnswers14 FrontDesk* (20 mins)

After following this guide, 95% of customers will be capable of setting satisfactory FrontDesk preferences so that our agents can handle calls to their specification, without further assistance. The remaining few 5% (with unusual requirements) can use this guide to crystallise their thoughts and then request pro time with one of our experts.

Preparations and compatibility

Before attempting this guide, please make sure that you are prepared:

These instructions are compatible with: all versions of dmConnect12, dmSwitchboard12, dmAnswers14

When people call your dmClub service that used dmAnswers14, calls may be put through to your dmAnswers14 front desk, before they are put through to you.  An agent will answer your call on your behalf and according to your preferences.  these instructions help you set your preferences so that agents can handle your calls promptly, faithfully and efficiently.

Setup data - none required

Step1: Open your dmConsole

Mobile App version

As set up in #1123 Installing dmConsole on iPhone/iPad or #1129 Installing dmConsole on Android

Or Web version

Accessed after logging in at http://my.dmclub.net and click on the dmConsole icon Step 2: Check that you are happy with your existing preferences Step 3: Think about your business availability circumstances

Think about when you might use each availability mode in your business.

Example: You might want to set yourself to “Busy” when you’re working on your month end accounts or to “Unavailable when you’re out visiting clients. Step 4: Plan which call types you want handled and when

Now that you have considered what circumstances you will use each availability mode, look at #1166 FrontDesk feature note, at the section on call types (1.4). Write a list of which call types you want handled above “Other” at each time. Also think about whether you want the agent to put the call straight through to you (unattended), or if the agent should brief you first (attended)

Example: When busy, I only want to receive new business calls or if the call is urgent. I’d like the agent to brief me first so that I can quickly prepare myself for the call. All other calls should have a message taken. I also don’t want unsolicited calls at any time.

Note: Urgent will include Emergency (common sense when you think about it!)

Using the plan from step 3, you can now enter these preferences into the dmConsole. Step 6: If you require extra assistance, book a ProTime session

If you feel uncertain about how your specific business requirements can be translated into dmAnswers14 preferences, contact support by phone 020-7060-2000 or by email email@example.com to book a pro time session with one of our experts.

Step 7: Login to clubhouse and open the dmConnect control panel

If you are not already logged in using the web version of dmConsole, log in at http://my.dmclub.net and click on your dmConnect12 number (1) to open the dmConnect12 control. Step 8: Enable dmAnswers14 FrontDesk in your dmConnect12 settings Step 9: make a test call in the role of one of your callers, and check that you are happy with the way that the agents handles the call

Check your availability

Make sure your availability in the dmConsole matches the availability you wish to test.

Plan your call

Example: If you want to test that unsolicited calls are not being transferred to you, script a caller name, company and call reason that is clearly an unsolicited call - "I want to speak with the person in charge of energy accounts"

Make your call

Ensure that you are not calling from the same phone that calls will be transferred to.

Check that you are happy with the notification

On finishing the call, the agent will send you a notification by email (and SMS if requested).

Were you happy, that the agent followed your instructions?

If so, great! If not, check that you have followed the guidelines set in #1166 dmAnswers14: FrontDesk feature note. If you're confident that you have set your preferences correctly, please report this to email@example.com, clearly stating what you expected to happen and why, versus what actually happened.

You should now feel comfortable with using the dmAnswers14 FrontDesk feature, we hope that it will be very useful in your business.

#1136 dmAnswers14: Getting started to learn more about dmAnswers14
#1138 dmAnswers14: Money-saving tips for tips on how to use dmAnswers14 efficiently to save you money
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