Zoho CTI and Caller Verification
In Zoho Desk when you receive an inbound call you should receive a CTI pop-up displaying important customer information.
Review the information on the CTI pop-up to assist with caller verification.
If the caller's information populates you can click the following links to access the customer’s account:
- Caller Name link to navigate to the Customer Contact page in Zoho
- Contract # link to navigate to the CEC page in ServiceBench
- SJ# link to navigate to the Service Request in Zoho
Remember to scroll down in the CTI pop-up to view all information populated.
Below are certain icons that may be displayed in the CTI pop-up.
Icon | Name | Definition / Trigger |
++ | Multiple Contracts | This icon displays in the Contract No. field when there are multiple contracts associated with the caller's phone number. The latest contract number is the one displayed. |
Snowball | This icon displays if the caller has called at least 10 times. Indicates a potential issue. | |
Medical Emergency | This icon displays the customer's service job has been identified as a Medical Emergency or a High-Risk job. Follow the Medical Emergency process. |
Unknown Callers
If the inbound caller is not recognized by the IVR, the CTI pop-up will not display any caller information.
Use the search tool to manually find the caller's Customer Contact page, and do a full verification.
See Search & Find for details.
Caller Verification
We must verify our caller at the beginning of each interaction.
Follow these guidelines:
Contract Holder | Example Scripting |
Caller Name | “May I please have your first and last name?” |
If caller name is different than CTI, verify contract holder info in SCM. | |
Cell Phone Number (Review calling number and cell phone number) | If the cell and calling numbers match: “Is the phone number you are calling from your cell phone number?” · Yes – Verify Address · No – Verify Cell Phone Number If the cell and calling numbers Do Not match: "Please verify your cell phone number." If No Cell Phone Number on file: "Would you like to update your cell phone number on file to receive communications regarding your service requests?" |
Address | “I have your house address number and zip code as 1234 and 33027. Is this correct?” |
Email | IF there is an email address present: “Please verify your email address?” IF email is blank: "I see you do not have an email address on file to receive important updates, would you like to add one to your account? IF email is noemail@cinchhs.com: Do not verify the email as the customer has previously advised they do not wish to add one.
|
If the Contract Holder cannot remember their email, you may offer a hint: gmail.com, yahoo.com, etc.
If they still cannot remember ask what email address should be on file.
If they do not have an email on file and do not wish to add one:
- Enter an email address of noemail@cinchhs.com in TIMX
- Continue to assist the customer
- Document this in your notes
Remember to make any necessary changes to contact info in TIMX SCM Customer Maintenance.
Non- Contract Holder | Example Scripting |
Caller Name |
“May I please have your first and last name?”
|
Contract Holder Name, and Relationship |
“I am seeing a different name on the contract. Please verify the contract holder's name and your relationship to them.”
|
Contract Holder’s Cell Number |
“Please confirm the cell phone number we should have on file for the contract holder.”
|
Address |
“Please confirm the property address.”
|
If no information populates in CTI verify the following:
Caller Type | Verify Info: |
|
|
Contract Holder | First and Last Name |
Cell Phone Number | |
Full Property Address | |
Email Address | |
|
|
Non-Contract Holder | First and Last Name |
Relationship to Contract Holder | |
Cell Phone Number on the Account | |
Full Property Address |
CTI Not Working?
If you are not receiving CTI pop-ups in Zoho when a call comes in you will need to reach out to a supervisor. The supervisor may advise to ensure the pop-up blocker is turned off in chrome and/or clear the browser cache.
If still unable to receive Zoho CTI information, you may have to log in and utilize our Legacy CTI.
- Open the following link in Chrome:
https://cti.cchs.com/login - In the Call Monitor window, enter your network username and password, and click Login.
- Enter the Station ID from Avaya in the Call Monitor Extension field and click Connect.
- Use the customer information in the pop-up to properly verify the customer and navigate to the account.
Outbound/Offline Team - Customer Verification
On an outbound call to the customer we must verify the following:
- The full name of the person you are speaking with.
- Capture any missing information on the account:
- Cell Number
- Email Address
- Any missing attributes or details regarding the item needing service.
The verification is only required on the initial outbound call with the customer, and can be done anytime during the interaction.
If another agent is following up with the customer for the original agent, they do not have to re-verify the information.
You must notate that you have verified the customer's contact information. The note would only be required on the initial outbound call interaction.
Membership Update Banner
When a Real Estate customer is not set up for auto-renewal a Membership Update banner will appear as a reminder to offer a warm conference with membership services in an attempt to set the customer up for renewal.
Only offer the transfer during the Real Estate Hours of Operation: Mon-Fri 8AM-8PM, Sat-Sun Closed, if outside of operating hours do not make a selection in the CTI.
Do Not Offer the Renewal Transfer and select NO in CTI:
- If the customer is upset or the sentiment is negative after assisting with their request.
- If you are Not speaking with a Contract Holder as only the contract holder can Renew the warranty.
Document in your notes the reason the transfer was not facilitated.
When the Membership Update banner is present you must:
- Re-Open CTI at the end of your call
- Click on the Membership Update banner to expand the info
- Use the script to off a call transfer (attempt a warm conference), depending on the customer's response select Yes or No to indicate their decision
If transferring use the extension number populated: - Document the information in your notes. Example: “Adv of Membership Update, Cust agreed, Transferred Call”
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