This is a YouTube video titled "Liza Announces a New Inbound Call Feature!" containing a presentation-style discussion recorded in August 2025. The video features a host and Liza from the team explaining a new audio notification feature designed to alert reps of inbound calls more effectively, especially when they are not focused on their primary screen. The content is informative and aimed at users of the Volley system, highlighting the feature's benefits and usage instructions.
Hello everyone and welcome back to another volley rally. Today I'm joined by Liza from the team. We have a small but new and exciting feature to share with you all. A lot of our accounts are excited about this, so we wanted to bring Liza on to talk about this and let all of you who aren't aware that this has been rolled out let you know about it. So, Liza, you want to jump in and tell everyone about this new beep?
I do, yeah. And you say small feature, but everyone that we've talked to so far is over the moon, excited about it. It's something that we were trying to figure out. I think the perfect way to solve this problem. And the problem being inbound calls are always the most important part of a BDC's role. Making sure that they're catching and responding to every single inbound call where they can. So how can we make it so simple and so obvious when there's an inbound call coming in? I'm going to share my screen and show you. But we've always had kind of visual. Right. No matter what the agent is doing, they can always see when there's an inbound call coming in. They'll get a little beacon over on the left hand menu. They'll also get a beacon in the top right hand corner. So a rep who is actively focused on their screen would always have been able to see those incoming calls. However, we know that for many of our customers, reps aren't necessarily looking at volley all day long. They're working out of multiple systems, a lot of times multiple screens. So we thought how can we make it more obvious for reps when there's an incoming call and they're not staring right at their volley screen? So we've added audio. I'm going to call in really quick just so you guys can see, you can hear what it sounds like. But I'm mimicking basically a rep who just finished up a call. So I'm in outbound wrap up. I'm dispositioning my call. Maybe I'm entering some notes here. You may have seen that there's an inbound call waiting, but you can also hear it. There's that little beep, unobtrusive beep sound. Hopefully doesn't cause too much anxiety. But it's a notification for me. Hey, quickly wrap up because there's a call that you are skilled for that's waiting in the queue. So as soon as I finish up this call that I've just dispositioned, I will be served that next inbound call. That's waiting. If I were to decline this call, I go into my pause status and I go right back into that beeping. If I'm truly I'm leaving. Let's say I'm going out on lunch in the lunch status. Good news. I'm off the hook on the beeping. I'm telling Volley that I'm actually not available for inbound calls, but as soon as I come back, I'm going to be served that inbound call if it's still waiting. So basically, any working status where the rep isn't connected with a customer, if they're logged in, they're telling Volley that they're available, they're going to be hearing that beeping. So that's the new functionality in a nutshell. And I know we've had a lot of really positive feedback so far, so if you don't know how to turn it on yet in your account, it's a click of a button. So reach out to your rep and we can help you get that going.
Awesome. Yeah, that's pretty much it. Everyone, please let us know if you have any questions on this or anything else with Volley that we can help you out. Also, let us know in, in the comments on YouTube here if there's anything that you want to see specifically with with these short little Volley rallies we've been doing. But definitely excited to bring Liza in and thanks for taking the time to walk everyone through this.
