Add unmatched phone number to existing customer

The incoming call notification screen will display with the customer name and contain a gray icon in the lower left corner of the notification box

  1. Select the notification box

  2. The Link Customer to phone number screen opens and pre-populates the search box with the caller id name if available

  3. Select the search icon to find the matching customer

  4. Double Click the matching customer to open the Select Phone screen. (This is a list of phone labels and numbers that exist or are available in your management system for the selected customer)

  5. Select the phone label that you would like to add the phone number to

  6. Select the Save button



Configure Pro Call Settings

  1. From Pro Call

  2. Select the Settings tab

  3. Select your Shop Management System using the drop down menu

    1. Select your ODBC Data Source using the drop down menu. For multi-location databases, a LocationID field will display. Be sure to select your location from its dropdown list

  4. Select the Radio button for the type of monitoring it will do

    1. Hardware - the default selection used when the CallerID hardware device is used to wire your analog phone lines or your VoIP internet lines to your router

    2. Software - select this option if your VoIP providers server will send an HTTP notification to our server

  5. Demo Mode (press F5, F6 to simulate a call) - Select this radio button to allow for demonstrations and/or training

  6. Show Call Script On Incoming Call Select - Select this radio button if you would like the user answering the phone to have your call script displayed along with the Customer details when Selecting the incoming call notification

  7. Select the Edit Call Script button to enter the script that your staff should use for incoming calls (a new window opens

  8. Configure the length of time in seconds that the incoming call notification should remain available to Select on

  9. Yellow car icon - configure the number of months that a car can be away before turning the icon yellow in the Customers Vehicle detail screen of Pro Call

  10. Red car icon - configure the number of months that a car can be away before turning the icon red in the Customers Vehicle detail screen of Pro Call



Create an Appointment

1. From the Customer detail screen

2. Select the vehicle that the appointment is for

3. Select the Create Appointment icon just above vehicle info. (The New Appointment window opens with customer and vehicle info already filled in)

4. Select the category for the appointment in the category drop down list

5. Enter the estimated hours for the appointment

6. Enter notes about the appointment

7. Select the OK button



Display Vehicle Recommendations

1. If the Vehicle text is green, double click it to expose its Recommendations. Sell ‘em if it's got ‘em!



Display Vehicle Snippet data

1. Select a Vehicle to display the vehicle snippet. For customers with a large number of vehicles, use the search box to search the vehicle data



From the main Pro Call screen

  1. Double Click a phone call transaction that has a green person icon

  2. The Customer/Vehicle details screen opens with all the data you need to have an intelligent conversation with the customer on the other end

    1. Customer name, address and email

    2. Customer spending snippet

    3. List of Vehicles Owned (Notice the color of the vehicles icon) as this indicates at a glance how recently the vehicle has been serviced. Hover over the icon to see the last serviced date for that vehicle

    4. Notice the text color of the Vehicle, if it's green, Double Click to view the recommendations for that vehicle



Multiple Record Match on phone number

The incoming call notification screen will display MULTIPLE RECORDS

  1. Select the notification box. The list of potential matches is displayed

  2. Select the customer record for the customer that you are speaking with

  3. The Customer/Vehicle details screen opens with all the data you need to have an intelligent conversation with the customer on the other end

    1. Customer name, address and email

    2. Customer spending snippet

    3. List of Vehicles Owned (Notice the color of the vehicles icon) as this indicates at a glance how recently the vehicle has been serviced. Hover over the icon to see the last serviced date for that vehicle

    4. Notice the text color of the Vehicle, if it's green, Double Click to view the recommendations for that vehicle



Open Customer - Vehicle - Order Activity Detail

When an incoming call is detected by Pro Call, an incoming call notification is displayed that contains the Caller-ID information supplied by your phone carrier. There are a few ways to step in to the details for that phone number



Single Record Match on phone number

The incoming call notification screen will display with the customer name and contain a green icon in the lower left corner of the notification box

  1. Select the notification box

  2. The Customer/Vehicle details screen opens with all the data you need to have an intelligent conversation with the customer on the other end. If the Show Call Script option is selected, your configured call script window will also open which works well when training new hires or retraining existing staff.

    1. Customer name, address and email

    2. Customer spending snippet

    3. List of Vehicles Owned (Notice the color of the vehicles icon) as this indicates at a glance how recently the vehicle has been serviced. Hover over the icon to see the last in date for that vehicle

    4. Notice the text color of the Vehicle, if it's green, Double Click to view the recommendations for that vehicle



View Customer History

  1. From the customer detail screen

  2. Select the History tab to expose customer history by line item. Quickly search the history by entering search text and hitting enter. Records that have matching text will be highlighted



View the Event Log (also known as Call Log)

  1. From the customer detail screen

  2. Select the Event Log tab to view the available event log for your configuration. If you are looking for specific data, use the Search Call Log feature which will highlight what you are looking for in the log.

    1. All inbound calls are displayed and if available for your configuration will show these additional events

      1. Outbound calls

      2. Invoice Status Change events

      3. Online Parts Sourcing events



View your Management Systems Scheduler

  1. From the customer detail screen

  2. Select the Schedule tab to quickly view your management systems scheduler. If the customer already has an appointment on the scheduler, the appointment will be highlighted bright pink.



Where did my Pro Call screen Go

Pro Call is designed to start when your computer starts so the service should always be running. If you do not see the Pro Call icon on your task bar, follow these simple steps to get it back

1. Expand the icons in your system tray by selecting the arrow that is next to it. If no arrow is there, proceed to step 2. (Your system tray is the list of icons for services running and is located by your computers clock. Typically the lower right corner of your screen)

2. Right Click the CallerID icon (it's a wrench with a black square around it)

3. Select the Call Log option from its menu. The Pro Call window opens