Westlinks Helpline Manager

Westlinks Helpline Manager with Phone Number

What exactly do I get?
The application is a website which runs on a cloud server and consists of the following items:

• Dedicated stand-alone cloud server hosted at DigitalOcean.

• Westlinks Helpline Manager software package installed on the server

• Domain name (either your own or one you purchase on Westlinks Online)

• Twilio Phone Number

Each application runs on a dedicated cloud server and is configured with a dedicated Twilio phone number of your choosing and domain name also of your choosing. You may purchase a new domain name (starting at $12.95/yr) or configure your own (we will help you with that). Although the bulk of the installation is automated, there is some manual configuration work to do. We charge a one time setup fee for helping you through all the tasks required to get you up and running including one on one training as needed.

Installation Price: $32.00 (Monthly)

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What is it?
The core function of Helpline Manager is to route incoming calls to scheduled agents. The platform uses digital voice technology

What does it do?
The core function of the application is to route incoming phone calls to your staff.

• Each of your staff members has a user account with the "agent" role

• Staff profile includes availability settings by day and hours per day

• A set of shifts is configured. A shift is a span of time on one or more days of the week (e.g. M-F 8:00 AM to Noon)

• Agents can request shifts which are subsequently approved or declined by managers

• Managers can also assign agents to shifts

• While the agent is on call, all inbound phone calls are routed to the phone number in the agent profile.

• If multiple staff is on the schedule at the same time, multiple calls role from one agent to the next based on priorities.

• If an inbound call is not picked up, it routes to voicemail where the caller can leave a 30 second recording. The recording is transcribed into text and emailed to managers and to staff on duty at the time

• Starting 24 hours prior to a shift, the system sends a confirmation request to the agent notifying them of their upcoming shift. If they miss the call, it will keep calling every hour until acknowledged.

• Phone calls are logged and posted to the system for analysis by managers. The logs are viewable for an entire day, by shift or by agent.

Who is it for?
The Westlinks Helpline Manager Application can be used by any organization who receives inbound phone calls. Some obvious uses are:

• Nonprofit Helplines (Suicide, depression, sobriety, etc)

• Virtual companies with no physical office

• Online sales companies

• Online support departments

• Property management companies

• And many more