Being an advisor on Ingenio means getting paid to take phone calls, wherever and whenever you want them. But you won’t always want to take calls, and you don’t want to miss any, either. That’s why our Availability Manager is such a valuable tool; managing your phone availability makes sure that you only get calls when you want them – and that when you’re busy or unavailable, customers can arrange to talk to you at a later time.
The call button on your listing will always display your current availability status. This tells customers whether they can:
1. call you immediately;
Here are your four statuses:
When your status is “Yes – I’m Taking Calls,” customers will see this call button:
“Yes – I’m Taking Calls” is a guarantee that customers can reach you by phone immediately. If you miss a call while in this status, you’ll lose 2 rating points. So when you choose this status, be sure you’re ready for calls -- and be sure to change your status when you know you’re going to be away from your phone.
When you’re on a call while in this status, customers who want to talk to you will be placed in line for a call back, unless you have call backs “off” in your arranged call preferences.
Note: We’ve eliminated the availability reminder call, so you can leave your status as “Yes – I’m Taking Calls” without being called by Ingenio. However, you can choose to receive calendar reminder calls on your Options page.
When your status is "Alert Me Of Calls," customers will see this call button:
This is the most convenient status for advisors who want to know immediately when a customer wants to talk to them, but may not always be able to take the call right away. When a customer clicks your call button while you’re in this status, Ingenio will call them and try to reach you. You can either take the call or decline it, in which case the customer will be invited to arrange a call back. If there’s more than one customer in line for a call back, you’ll also get a phone alert each time a new person joins the line.
One potential benefit of this status is that by setting quiet times – telling Ingenio the hours (at night, for instance) that you don’t want to receive calls – you can stay in "Alert Me" status 24 hours a day (if customers get in line for a call back during your quiet time, we’ll call you with an alert as soon as the quiet time ends). Choosing "Alert Me" status and setting your quiet times can mean you never have to change your availability at all!
When your status is "Arrange Calls With Me," customers will see this call button:
When you’re in this status, customers won’t be able to call you immediately, but they can either get in line for a call back or request an appointment. You have to have either call backs or appointments (or both) activated in order to use this status. You won’t receive phone alerts in this status, but you will receive email alerts when customers get in line for a call back or request an appointment.
When your status is "Away -- Not Taking Calls," customers will see this call button:
When you’re “Away,” customers won’t be able to reach you immediately or get in line for a call back. Your call button will suggest they send you an email, and you can have an auto-Reply email automatically sent them if they write to you.
Your Availability Manager puts every aspect of your availability in one place. You can change to any of your four statuses, and manage the attributes for each status, including your availability and arranged call info, phone and email alerts, schedules, auto-reply email message, and options for basic data like your phone numbers and time zone.
There are 4 tabs at the top of your Availability Manager:
Details – Here you’ll see your current preferences for each status. You can edit these preferences without changing to that status! You can stay in status “Yes – I’m Taking Calls,” for instance, while editing your preferences for your “Alert Me Of Calls” status.
Change Status – Here is where you’ll actually change your status. Simply use the pull-down menu to choose the status you’d like to change to.
Schedules – If you only want to be taking calls at specific hours, you can create a set schedule that will automatically change your availability every day. For instance, you could choose to be in “Yes – I’m Taking Calls” status from 9:00 a.m. to 5:00 pm Monday through Friday, and automatically switch to “Arrange Calls With Me” for all other hours.
Options – Here is where you can view and change your phone numbers, time zone, schedule reminder, auto-reply email, and required appointment deposit.