General FAQ
Q: What is an IVR, and how does IVR through Encompass Calling work?
A: IVR stands for Interactive Voice Response. In short, an IVR is any automated system that helps you get information over the phone. The IVR through Encompass Calling allows customers to obtain basic store information through the automated system, then provides the customer the option to ring through to your store if they need additional help.
Q: What are the benefits of setting up an IVR through Encompass Calling?
A: The following are just a few benefits of setting up an IVR through Encompass Calling:
Consistent, professional phone experience for customers
Opportunity to advertise current store promotions to customers that call in
Less time spent answering basic questions over the phone
Phone tools that ensure you never miss a lead that comes in via phone
Easy phone line set up for new locations
Sets you up to use additional Encompass Calling IVR tools within CPR Encompass, like Outbound Calling
Q: Is there a cost to setting up and using an IVR through Encompass Calling?
A: While there is no cost to setting up or using the IVR, there may be overage charges if you exceed the monthly allotment of minutes. More information on billing can be found here.
Q: Will I still need to keep my current number?
A: Yes! The new IVR number that we're supplying will ultimately transfer to your new store phone number.
Q: Can I pick my new phone number?
A: Unfortunately, no that is not an option at this time. But the new phone number that will be supplied will still have the same area code as your current store phone number.
Q: Do I need to do anything with this new number?
A: We will be sharing this information with AdCentral, to ensure your CPR Website and any marketing material shared will have this new phone number. If there are any social media platforms that you manage, you should update your store phone number there.
Q: Where can I find my new store phone number?
A: This will be available on Encompass on the Store Entity page.
Q: I already utilize an IVR system (not in Encompass) for my store. What are my options?
A: You can disable your current IVR system and replace it with the IVR through Encompass Calling or you can keep your current IVR system and change your primary contact phone number to a direct dial to utilize the Encompass IVR in addition to your current IVR.
Inbound Calling FAQ
Q: How long after I sign up for my IVR will AdCentral be updated with my IVR number?
A: You can expect your number to be updated within AdCentral within 7-10 business days.
Q: How do I edit my custom greetings after my line has been set up?
A: You can edit any of your custom greetings within the Store Entity page.
Q: What about my voicemail that's already set up?
A: In order to capture the voicemail and transcription (if enabled) within Encompass, it's advised that your current in-store voicemail is extended to only answer as late as possible.
Q: What happens if a customer tries to call my old store phone number?
A: Don't worry, you won't miss out on any calls! Any calls made directly to your old store phone number will still go to your store, but will not be stored within Encompass and the customer will miss out on hearing the IVR Flow. A best practice is to share with the customer that the phone number has been updated.
Q: How can I tell if a call comes through via the IVR?
A: Before the call is connected, you will hear "Encompass Lead" You may hear this referred to as a 'whisper tone.'
Q: Does Encompass Calling have anything that prevents spam or robocalls?
A: Yes! Our system adds any number that cycles through your IVR menu more than 3 times without selecting a response, or that selects invalid responses to the blocked caller list. Subsequent calls from these numbers will be prevented from connecting and will not result in any minutes used.
Q: Can I remove a number from my blocked callers list?
A: Yes. Franchise admin users can do this by visiting the Store's Entities page and clicking on the Blocked PTNs tab. Click Unblock next to any number you'd like to unblock.
Q: Can I add a number to my blocked callers list?
A: Yes. Above your blocked numbers in your Blocked PTNs tab, there is an area to add a phone number to block.
Q: Is it possible to set different hours to accept Inbound Calls than my store hours?
A: Yes. You can set your line to receive calls any number of minutes before or after your store's posted hours. Here's how.
Outbound Calling FAQ
Q: Do I need to have my inbound IVR set up to make outbound calls?
A: Yes. You must have your IVR line set up prior to having outbound calling enabled.
Q: How do I conduct and outbound call through Encompass?
A: Please visit our walkthrough guide to see how you can perform outbound calls.
Q: Will there be more calling groups?
A: The plan is to add additional calling groups to support your business. We do not have specific timing on those groups or what they will be at this time.
Q: What if a customer misses their appointment? Am I able to call them through Outbound Calling?
A: Yes. A customer appointment will remain in the Scheduled Appointments calling group for 24 hours after their scheduled appointment.
Q: I don't like the scripts for my calling groups? May I change them?
A: Yes. Franchise Owners can add new calling scripts to be used instead of the default scripts. Visit our how-to guide to learn how to create your own scripts.
Q: Can I edit a call outcome?
A: Yes. You can edit a call outcome by visiting the Outbound Call Report and clicking the pencil icon below 'Actions'.
Q: Can I edit a note?
A: No, you cannot edit a note that has already been added.
Q: Can I edit the customer information that appears?
A: Yes, you can edit customer information in the initial call screen by clicking the red pencil icon at the top right of the customer information box.
Reporting FAQ
Q: What if the duration of a call is blank on my call report?
A: This may indicate that the caller is on your blocked calls list.
Have a question that is not answered here? Contact us today.