{"id":11746,"date":"2024-04-30T08:55:29","date_gmt":"2024-04-30T08:55:29","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=11746"},"modified":"2025-10-27T18:55:06","modified_gmt":"2025-10-27T18:55:06","slug":"how-to-use-call-center-in-onflo","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-call-center-in-onflo\/","title":{"rendered":"How to Use Call Center in Onflo"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11746\" class=\"elementor elementor-11746\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6b5be0e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6b5be0e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4425c5e7\" data-id=\"4425c5e7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-19aa75fe elementor-widget elementor-widget-text-editor\" data-id=\"19aa75fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">We're excited to introduce a new Call Center add-on for Onflo (formerly Let's Talk!) which allows you to integrate your district's call center into Onflo \u2014 your comprehensive customer service solution.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Call Center allows your team to take incoming calls, make outgoing calls, and manage call and phone agent queues. Call Center includes Basic Telephony features, plus additional features like round-robin agent queues and IVR routing to maximize your phone management experience.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Here\u2019s an overview of the difference between Basic Telephony and the Call Center add-on:<\/span><\/p><h3>Basic Telephony<\/h3><p><span style=\"font-weight: 400;\">The Basic Telephony feature allows you to:\u00a0<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enhance phone management<\/b><span style=\"font-weight: 400;\"> by handling inbound and outbound phone calls and sending and receiving text messages through Onflo<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Use text-to-ticket<\/b><span style=\"font-weight: 400;\"> to send and receive text messages through the Onflo ticket interface\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customize the phone and text <\/b><span style=\"font-weight: 400;\">customer experience with simplified settings to manage the phone and text workflows, greeting messages, and text replies<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Answer calls via a phone agent<\/b><span style=\"font-weight: 400;\">, with VoIP (Voice over Internet Protocol) which means no additional telephony hardware is required<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Add up to 10 phone numbers<\/b><span style=\"font-weight: 400;\"> with the ability to add additional phone numbers for an extra fee<\/span><\/li><\/ul><h3>Call Center<span style=\"font-weight: 400;\">\u00a0<\/span><\/h3><p><span style=\"font-weight: 400;\">The Call Center add-on* includes Basic Telephony functionality, plus the following features:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Round-robin phone agent queues<\/b><span style=\"font-weight: 400;\">, which ensure customers get to a human quickly and no one person is overloaded with calls\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-ivr-menus\/\"><b>Interactive Voice Response (IVR) <\/b><\/a><span style=\"font-weight: 400;\">routing which allows customers to interact with a menu using the keypad on their phone to find the right department\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Advanced Call Center management features<\/b><span style=\"font-weight: 400;\"> that allow team leaders to easily manage queues, change phone agent statuses, and listen or join an existing call with call monitoring features<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Detailed reporting<\/b><span style=\"font-weight: 400;\"> to help you understand call center operations including the customer experience (CSAT and wait times), agent performance, and call volume<\/span><\/li><li aria-level=\"1\"><a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-agent-status-report-in-call-center\/\"><strong>Agent Status Report <\/strong><\/a>to spot patterns in agent call availability and call durations.<\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><strong>Create as many phone menus as needed<\/strong> to get callers connected to the right place<\/span><\/li><li aria-level=\"1\"><a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-set-up-call-center-business-hours\/\"><strong>Business Hour<\/strong><\/a> rules indicate which phone queues are open and available to take calls during specific days and times of the week.<\/li><\/ul><h3>How to use Call Center<\/h3><p><span style=\"font-weight: 400;\">To get started, first, reach out to your Client Success Manager who can help you purchase Call Center for your district.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Once you have Call Center added to your Onflo account, you\u2019re ready to configure your settings. Simply follow the steps in <\/span><a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-set-up-phone-numbers-in-lets-talk\/\"><span style=\"font-weight: 400;\">this article<\/span><\/a><span style=\"font-weight: 400;\"> for setting up phone numbers, greetings, queues, and texting in Onflo.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Next, set up your IVR routing. <a href=\"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-use-ivr-menus\/\">Learn how to set up IVR menus for Onflo.\u00a0<\/a><\/span><\/p><p><span style=\"font-weight: 400;\">Once your Call Center is set up, you can start handling phone calls and texting through Onflo.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Interested in learning more about the Call Center for Onflo? Reach out to your Client Success Manager.<\/span><\/p><p><i><span style=\"font-weight: 400;\">*The Call Center add-on is an additional fee<\/span><\/i><\/p><h3>Call Details Report for Call Center<\/h3><p><span style=\"font-weight: 400;\">System administrators now have access to detailed call reporting. Reports capture calls handled by agents, abandoned calls, calls received outside of business hours, and more.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>We're excited to introduce a new Call Center add-on for Onflo (formerly Let's Talk!) which allows you to integrate your district's call center into Onflo \u2014 your comprehensive customer service solution.\u00a0 Call Center allows your team to take incoming calls, make outgoing calls, and manage call and phone agent queues. Call Center includes Basic Telephony...<\/p>\n","protected":false},"author":27,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-11746","post","type-post","status-publish","format-standard","hentry","category-how-to-articles","tag-call-center"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11746","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/27"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=11746"}],"version-history":[{"count":6,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11746\/revisions"}],"predecessor-version":[{"id":14793,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/11746\/revisions\/14793"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=11746"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=11746"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}