Recommended VoiceHub Configuration

Recommended VoiceHub Configuration

When you sign up to use AgriSync, each of your teams will receive a new VoiceHub™ phone number with a local area code. This phone number gives your team automated ticket creation, time tracking, analytics, call routing, optional call recording, and multi-channel communication (email, text, voice, video).

While the AgriSync platform doesn't typically replace your entire existing phone system, it should be your primary system used for aftermarket support calls.

It doesn't work to have two "traffic cops" for your phone system. We recommend keeping your current system as the traffic cop and forwarding aftermarket support calls to your VoiceHub number.

Follow these 3 steps for a successful migration to VoiceHub:
Promote your new VoiceHub number
Forward all aftermarket/support calls to VoiceHub
Install the AgriSync mobile app

Recommended VoiceHub Configuration

1. Promote your VoiceHub number

The best way to start realizing value from your AgriSync investment is to ask customers to call your VoiceHub number directly. Customers should save this number as a contact number in their phone and call or text it 24/7/365 with any questions. This will automatically create a ticket for your team to follow up and allows your advisors to reply with a phone call or text message.

There are several ways to promote your new number:
Update your website and Google listing
Send a bulk text message with your VoiceHub contact card
Update advisors’ personal voicemail greetings
Pass out stickers or business cards with your new number

Send bulk text messages from AgriSync using Broadcast

2. Forward all aftermarket/support calls to VoiceHub

You likely have an existing phone number customers are accustomed to calling. In this case, these calls should be forwarded to VoiceHub so you don't lose the value of AgriSync.

For example, you might have a call tree in place such as Press "1" for Service, "2" for Parts, and "3" for Sales. In this scenario, when a customer presses "1" or "2", the call should be routed directly to VoiceHub. Depending on your team setup, you may have separate teams (and separate VoiceHub numbers) for Service and Parts, or you may have only one team.

Keep in mind all outbound communications from AgriSync will come from your VoiceHub number. When a customer calls your existing number and an advisor uses AgriSync to reply via text message, the text message will come from your VoiceHub number, not the number your customer called.

When forwarding calls, be sure to only include the call itself and the caller ID. Don't include on-hold music, receptionists, hunt groups, call queues, or auto-attendants. These features work great prior to the call being forwarded to VoiceHub. Once the call is forwarded, AgriSync handles the call routing via call trees and ring schedules so your customers reach the right advisor every time.

Configure call trees and ring schedules inside AgriSync

There are two ways to forward call traffic to VoiceHub:
Call forwarding
SIP Integration

Visit the links above for instructions on forwarding your aftermarket calls to VoiceHub.

Due to the vast number of phone systems available, the AgriSync customer success team is not able to help configure or troubleshoot external phone systems. If you need assistance routing calls to VoiceHub, please reach out to an expert from your phone provider.

Another option is to port your existing number into VoiceHub. This allows you to keep your existing number and enjoy the benefits of AgriSync. Keep in mind not all numbers are portable, and this process takes up to 4 weeks. In some rare cases, text messaging may not be supported on ported numbers depending on your carrier.

If you have a toll free (1-800) number, follow the steps above to forward call traffic to VoiceHub. AgriSync doesn't issue toll free numbers, and these numbers can't be ported into AgriSync. Also keep in mind that you won't be able to send text messages from your 800 number.

3. Install the AgriSync mobile app

Your advisors will use the AgriSync mobile app or web dashboard to make and receive calls, join live video sessions, and chat with your customers. Caller ID shows who's calling so your advisors can answer with confidence.

Advisors answer calls on the web dashboard or mobile app

Third party desk phones are not supported by AgriSync. While it's possible to forward calls to legacy land lines and desk phones, we do not recommend or support it. If your advisors are accustomed to answering calls on a desk phone, consider providing quality Bluetooth headsets to help with the transition. Since AgriSync calls are routed through the Internet, be sure your advisors' devices are connected to your company network. Your advisors will appreciate the ability to answer calls from anywhere and seamlessly switch between call and text using their cell phone or computer.

Related articles:
Create a call tree
Set up a ring schedule
Call forwarding
SIP Integration
Port your existing number

Updated on: 12/08/2021

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