Zoho CTI and Caller Verification

Zoho CTI and Caller Verification

In Zoho Desk when you receive an inbound call you should receive a CTI pop-up displaying important customer information.

Review the information on the CTI pop-up to assist with caller verification. 

If the caller's information populates you can click the following links to access the customer’s account:
  1. Caller Name link to navigate to the Customer Contact page in Zoho
  2. Contract # link to navigate to the CEC page in ServiceBench
  3. SJ# link to navigate to the Service Request in Zoho
Remember to scroll down in the CTI pop-up to view all information populated. 



Below are certain icons that may be displayed in the CTI pop-up.
 Icon
 Name
 Definition / Trigger
  ++
 Multiple Contracts
This icon displays in the Contract No. field when there are multiple contracts associated with the caller's phone number. The latest contract number is the one displayed.
 
 Snowball
This icon displays if the caller has called at least 10 times. Indicates a potential issue.
 
 Medical Emergency
This icon displays the customer's service job has been identified as a Medical Emergency or a High-Risk job. Follow the Medical Emergency process.

CTI Not Working?

If you are not receiving CTI pop-ups when a call comes in you will need to clear your browsing data. To do this, press [Ctrl]+[Shift]+[Del] on the keyboard. The Clear browsing data dialogue box opens in a new tab. Select the 'Cached images and files' checkbox and click Clear data. Sign out of Zoho Desk and then log in again for these changes to take effect. If CTI is still not working, then notify your supervisor. 

Unknown Callers

If the inbound caller is not recognized by the IVR, the CTI pop-up will not display any caller information.
Use the search tool to manually find the caller's Customer Contact page, and do a full verification.
See  Search & Find for details.

Caller Verification

We must verify our caller at the beginning of each interaction.

Follow these guidelines:

Contract Holder

Example Scripting

Caller Name

“To whom do I have the pleasure of speaking with?”

 

If caller name is different than CTI, verify contract holder info in SCM.

Cell Phone Number
(Review calling number and cell phone number)

If the cell and calling numbers match:

“Is the phone number you are calling from your cell phone number?”

·         Yes – Verify Address

·         No  – Verify Cell Phone Number

If the cell and calling numbers Do Not match:

"Can you please verify the cell phone number we should have on file?"

If No Cell Phone Number on file:

"Would you like to update your cell phone number on file to receive communications regarding your service requests?"

 

Address

 

“I have your house address number and zip code as 1234 and 33027. Is this correct?”

 

Email

 

“May I have your email address?”

 

If the Contract Holder cannot remember their email, you may offer a hint: gmail.com, yahoo.com, etc.

If they still cannot remember ask what email address should be on file. If they do not want to update an email address, continue to assist the customer and document this in your notes.

Remember to make any necessary changes to contact info in TIMX SCM.


Non- Contract Holder

Example Scripting

Caller Name

 

“To whom do I have the pleasure of speaking with?”

 

Contract Holder Name, and Relationship

 

“I am seeing a different name on the contract. Could you please verify the name of the contract holder and your relationship to them?”

 

Contract Holder’s Cell Number

 

“Could you please confirm the cell phone number we should have on file for the contract holder?”

 

Address

 

“I have the house address number and zip code as 1234 and 33027. Is this correct?”

 
 

If no information populates in CTI verify the following:

Example Scripting

"Our system was unable to locate your information, can you please provide the cell phone number listed on the account?"

 

 

Contract Holder

First and Last Name

Cell Phone Number

Full Property Address

Email Address

 

 

Non-Contract Holder

First and Last Name

Relationship to Contract Holder

Cell Phone Number on the Account

Full Property Address


    Helpful Links

    i-Knowledge Help System - Partner Teams
    i-Knowledge Help System - Internal Teams

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