Call Insights

As you know we are switching from HappyCo to Call Insights for our answering service.

The link below goes through how to set up the On-call Schedule, review calls and so much more. 

Required Tasks:

1. The credentials for Call Insights were sent to the property e-mail.  
2. Call Insights Tasks: 
   1. Set up the Call Forwarding, as you are live in Call Insights.

2. Set up the On-Call Schedule for your Maintenance Team. 
2. We will need to continue communicating with the Residents on the change of how to submit Emergency Service Requests vs Standard Service Requests.  Emergency Requests must be called in (please use your property phone number and not the Call Insights number).  
3. If you did not receive your credentials – please send an e-mail to cs@callinsights.com and cc support@s2res.com. 
4. Please e-mail your DO once the Call Forwarding and on-call Schedule is complete.

Important Notes: 

• There is no app for the Teams or Residents to use. 
• The On-Call Maintenance Tech will receive all emergency calls, including during the day.  
• Call Insights is not integrated with ResMan, so these work orders will need to be entered in ResMan and then closed out with the appropriate comments. 
• Instructions are attached on how to complete work orders and what fields are required.  The required fields are in “Red”.
• I am attaching the Call Insights Forwarding Phone Numbers

 We should have credentials for ResMan by EOD Wednesday for the Maintenance Team.

Below, please find step-by-step instructions on how to set your team up for On-Call in Call Insights. 

 To set the team up for on-call in Call Insights:

• Log into Call Insights.  
• Click on the Calendar button.
• Click on the Day that On-Call Starts for that specific technician.  
• Under the Maintenance section - Click on Team Name, 
  • Then scroll to the bottom of the page and click on the appropriate team member who will now be on-call.  You can set the specific time that the on-call will start. 
• You don't need to have an on-call set up each day, as it is in place until you change the on-call schedule.  

If the rotation is a standard one (i.e. Victor, Ramon, Fausto, Winter, Severo, etc.) and they all rotate every week and take calls again let's say every 6 weeks, then we can send that schedule to Call Insights and they will set it up for us.  

• To e-mail Call Insights - cs@callinsights.com.

If you are a visual/audio learner – setting up the On-Call Schedule starts at 6:14 in the video link below.  

https://share.vidyard.com/watch/cQBBQiJALJJSKNmv92Q2H2?

Frequently Asked Questions (FAQ)

Credentials to ResMan for Maintenance Team:

• If the team member needs their password reset, please e-mail support@s2res.com.  
• If the team member's name is not listed in the attached, it is because the user already had active credentials in ResMan.  If there password needs to be reset, please let me know.  
• Access ResMan by using this link: https://s2capital.myresman.com

Credentials to Call Insights - 

• There will not be a separate log-in for each team member for Call Insights.  The team will share the same login credentials. 
• There is one single log-in per property that will be shared with all team members.  
• If you have not received the e-mail, we'll need to follow up with Call Insights directly.

Teams Access Work Orders - 

• ResMan: Team members who want to use the ResMan URL to see and manage work orders on their mobile devices, can do so. Otherwise, the onsite team will need to print out the work orders.  
  • Access ResMan by using this link: https://s2capital.myresman.com
  • Instructions are attached on how to enter, complete, and attach images to work orders.
• Call Insights: The Team will use the same credentials.  There are no individual credentials. 
• Emergency Call Received: When the team receives an emergency call (1) If they answer the call, they will be able to listen to the call; (2) If they miss the call, they should be able to dial Call Insights back to retrieve the call or they can log-into Call Insights. 

Manually Entering Work Orders - 

• Theoretically, the only work orders that we must enter from Call Insights to ResMan are the Emergency Service Requests, as we hope the residents will enter the standard work orders in ResMan. 

Closing Work Orders - 

• If the work orders are not closed by the Maintenance Team (using the mobile app or desktop computer), then the Office Team or Maintenance Supervisor would be required to close out all work orders in ResMan. 

Residents Submitting Work Orders - 

• The Residents can submit their work orders on their Resident portal like they do today.  
• The QR Code is no longer relevant. (If there are any QR Codes posted, please remove them; please also remove these from your Welcome Packets).
• The phone number for the residents to call is the Office Phone number. (The residents have been emailed/texted already about this process) So, this way when we switch to Salesforce, the goal is not to update this again. 

Change/Update Greetings for issues - 

• These requests are sent directly to Call Insights.  
• I do not believe that our team can update these. 

Will open work orders transfer from HappyCo to Call Insights.

• No.  
• All work orders in HappyCo are in ResMan.  
• Call Insights is purely the Answering service and ability for the team to receive Emergency Work Orders. 

Integration between Call Insights & ResMan - 

• There is no integration with Call Insights & ResMan.  
• Integration buildouts with ResMan take at least 6 months.  Likely we will not see any integration before we launch Salesforce.