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Telephony Integration

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Intelligently route your incoming calls to your available phone workers with pre-populated call reports that show pivotal caller information as soon as the call is connected. This powerful call-handling feature syncs up recognized phone numbers with existing caller data and alerts the phone worker if there are any crucial instructions that pertain to that caller.

Call features that can automatically appear with a call include the caller’s profile, past calls and any resource referrals previously given, along with prior notes on the caller. You can choose to hide sensitive information—such as the caller phone number—from staff.

You can also use this feature to reroute certain calls. For instance, a caller who is marked in your database as “blocked” or who has already exceeded their maximum call limit can be automatically routed to a voicemail message, saving and protecting the valuable time of your staff.

Want to know more about this or any other iCarol feature? Feel free to connect with us.

Testimonials


San Luis Obispo 2-1-1
California, USA
"The iCarol team has been supportive and responsive in our transition, we’re looking forward to utilizing the features and tools that iCarol provides; having all the centers in our state using the same software will help us as a network to be stronger and perform better." - Kara E, Program Director

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