Handle Agent CallPop Notifications

Use the Agent CallPop to see who is calling and respond quickly.

Quick Start
1. Make sure Storable CRM is open so you can see the CallPop when calls arrive.
2. Watch for the Chrome Desktop Alert and click it to bring the CallPop to the front.
3. Check caller details to see who is calling and how they found you.
4. Click Accept or Reject on the CallPop when taking calls on your computer.
5. If you see No Mic, check your headset and Chrome microphone permissions before trying again.

Prepare For Inbound Calls

1. Open Storable CRM before you start taking calls so the Agent CallPop can appear at the top center of your screen when an inbound call is presented.

2. Leave Storable CRM visible whenever possible; if it is minimized, watch for the Chrome Desktop Alert that appears when a call is presented.

3. Click the Chrome Desktop Alert to bring Storable CRM to the front and display the CallPop so you can interact with it.

Review Caller Information

Depending on your management team's configuration, Queue and Call Type might not appear in the CallPop.

1. Look at Caller Name & Phone Number (A) to confirm who is calling; if caller ID is unavailable, the CallPop displays Unknown in this area.

2. Check Call Type (B) to see how the caller is related to your business:

   1. Use the green Lead label to recognize new prospects.

   2. Use the orange Customer label to identify active customers.

   3. Use the blue Previous Customer label to recognize past customers.

   This helps you understand the relationship before you answer.

3. Review Call To (C) to see which location or line the caller dialed; if your company uses general toll-free numbers, you may see a general company name instead of a specific site name.

4. Check Ad Source (D) to see how the caller found your location (for example, Google) and use it to personalize your greeting (for example, “Thanks for calling — I see you found us on Google.”).

5. Confirm the Queue (E) to understand which queue (group of agents) the call is routed through, such as English vs. Spanish or Sales vs. Service.

Answer Or Reject The Call

If you are connected using a traditional desk phone or a VoIP phone (not your computer), the Accept (F) and Reject (G) buttons do not appear in the CallPop. Answer the ringing phone to accept the call or let it continue ringing to reject it. The call then continues along its routing path.

1. When you are taking calls on your computer, click Accept (F) in CallPop to answer the call.

   1. Use a headset whenever you accept calls via your computer.

   2. On your first inbound or outbound call, allow your browser to use your microphone by clicking Allow in the Chrome permissions dialog when prompted.

2. Click Reject (G) on the CallPop to decline the call, so it moves to the next available agent in the queue.

3. When you are using a traditional desk phone or VoIP phone, accept or reject the call by answering or ignoring the ringing phone instead of using the CallPop buttons.

Troubleshoot No Mic Issues

1. If the call bar shows No Mic instead of connecting to the call, first confirm that your headset is securely connected to your computer.

2. Check your computer's audio settings to ensure your headset is set as the active microphone.

3. Open Chrome site settings and ensure microphone access is allowed for Storable CRM; update the setting if needed, then try the call again.