Slate Spotlight: Slate Voice with Alexander Clark

He said.

No New Year's Day.

He said.

John.

Before.

No update.

In fact.

No OS.

Whole lot.

Anything Saturday.

But what?

Is this something?

Made up

anymore.

Say.

I just called to say I love you.

I just go.

Say how much I care.

My desktop.

Say I love you.

Invalid mean.

Well, some.

No hold on.

The harvest moon.

One fan

no.

Not even.

Blouses.

The only person.

No how?

Don't give anything.

But why?

Fill your heart.

I guess.

Just say.

Just say.

Gold

I love.

And I made it.

I guess.

Just say I love you.

Just say.

Good morning, good afternoon and good evening. Depending upon what part of the world you are connecting in from my name is Alexander Clark and I'm the founder and Chief Executive Officer of Technicians and I'm absolutely delighted to have all of you on the web and are today as we're going to be chatting about Slate voice. This is something that we've had.

A number of different types of names. As we've been talking about it and over sometime originally started being called like telephony and Switchboard. But we really landed on slave voice and because it's something that really is going to be capturing a lot of different things that will be exploring today. So thank you everyone for joining. We're recording today's webinars, so if you want to go back and play back later, you certainly can do so. Or if you want to be able to share it with some colleagues, that certainly is.

I available as well. I will also put in a plug because I think I forgot to last time. I'm now on Instagram and I hear the thing. The thing you're supposed to do on social media is get followers so you'll see my little URL right there and you just like me. Follow me, whatever it is and then I can be cool. So thank you in advance for that part. Alright, let's go right into it today. We're going to be chatting about sleep voice. My anticipation is that we can actually stay on time this webinar because it's a little bit more narrow in scope.

I then let's say configurable joins for that little overview, we did a couple of months ago, so lots more fun. Webinars will be doing coming up so unslaked voice we're going to be talking about today is outbound calling certify in principle. The first thing that we'll be looking at is how you go in and enable the new slate voice functionality, something that we've adopted in recent years. Is this idea of sort of early feature access or feature access for something new that we're doing?

We know that it's not necessarily good to spring surprises on people in the months of March, April, or the other ten months of the year, and so we want you to be able to be very much in control of if and when you start making this new capability available to your users. But it is something that we've made available essentially immediately, so that if you do want to use it for, let's say, some of these spring phonathon's, you might be doing or yield.

Calling campaigns that you can start taking advantage of this basically two day so fun things. There will also be talking about how you can set up the different pieces here, how you call from the person record if you want to be making an individual call how you can call from callesen a super enhanced way more awesome type of way. Also talking about telephony payments that are here I don't know. I called it telephony. I think I spelled the word telephony on the telephone payments that give you some.

Additional PCI compliance capabilities in actual feature called Switchboard that is part of Slate Voice will be talking about reporting and then just so that it's not sort of thought that this is some type of an omission. Inbound calling already works where it can be forwarded onto a number of your choosing, but what we will be launching to general availability at the 2021 Slate Innovation Festival coming up in May will be this form of inbound calling work can actually bring right through to your browser.

You can accept the call there as well as have some really neat types of call routing rules as part of that. So if you haven't already, I definitely encourage folks to go and register for the 2021 festival. It will be a virtual event this year, but that does not mean it is virtually fun because virtually means kind of like almost. It'll be super fun all the way around, and we definitely look forward to being able to have.

Sort of much more immersive in person events again, but the concept of the festival is that all of the programming that we're introducing this year sticks around and we continue to do that in 2022 and the years beyond, while also bringing back the return of the two day in person event. So you can register at slatefestival.org and we're calling it a festival just because we want to draw some inspiration from Burning Man. So just stay tuned to what future settlements could look like, so could be kind of fun.

Alright, so as we kind of think about why we're even talking about this today, I would say voice. There are a lot of reasons he might want to start taking much more immediate advantage of these sort of enhancements to sleep. One is that you can really have pandemic proof phone athons, so something that we've heard from a lot of schools recently is that your call centers. Maybe you had a floor in a building, maybe you had an office set up with lots of sort of computers so that people could be dialing out from there.

And with various types of social distancing requirements, and I even just having students in their dorm rooms or spread around campus, that's become much more challenging to be able to Mount these types of phone athons and column campaigns in a very distributed way like this, so this immediately begins to open up. This type of access so that you can start really bringing these back online. I am doing so through Slate.

Also means that when folks are calling out, you're going to be able to have very recognizable calling numbers, so it's the numbers that you're provisioning within Slate, so you can be determining so that they are in your own area codes and dialing prefixes, and if an SMS comes back in and response to something that's going to come back into slate. So just keep sitting there the right ecosystem so that it's going to be highly recognizable there. There's also something that's being introduced by the telecommunications carriers.

Soon it's not quite there yet. In this sort of what's known as an ISV way, whereas we're working with you guys being able to do this, but I think this starts up in May, but it's something called shaken and stir. I mean, it sounds like a James Bond martini, but what this helps to do is start verifying the calls so if it rings out to a mobile phone would be able to show is verified with actually a color name, sort of caller ID on mobile devices. I just helps to introduce the the.

Additional trust to call so you're starting to see that early early stages with some other types of calls that you might be receiving on to your cell phones, but we will have full support for that as the telecommunications carrier is open that up to us. Also, just worth noting that when we're talking bout Slate voice, this is VoIP. I, as the acronym is voice over. Internet Protocol means that you don't need a, you know normal so to copper phone line.

I coming into your house or office for this, everything's over the Internet, which means it'll work over Wi-Fi. It's going to work over your land connections that you have. It'll even work over, you know, a mobile data connection that you might have here too, but it's also going to be crisper.

But if you're calling again a normal phone, that's going to usually be that the weakest link in the call works in all modern browsers, and all modern mobile devices that are there, so you can be calling from Macs and PC's and Linux machines and tablets and smartphones. I know browser addons required. That's really, really cool, so there's nothing to download whatsoever, and no software to install know really anything, you just literally pull up your browser, kinda like you would with Cher.

It's also extremely cost effective, so we've tried to keep it really, really simple here. To be clear, we don't make any money off of this. I comes out to be 2 pennies per minute when dialing to North America, as that's principally like Canada, United States, Bermuda. So things in that sort of plus one international country prefix there four cents in minute to the rest of the world. So again, really, really, highly predictable.

Hi, that's there. And for $50 this is this. Like slight funds so you can Co. Mingle that with your SMS credits. All these things you don't like separate buckets. Uh funds here but $50 would get she 42 hours of talk time. So really, really highly cost effective and all of the other capabilities like call recording. That's all just sort of bundled into what we are doing with this. There's also switchboard capabilities where this really becomes a really advanced call center system.

As we will be seeing, you can do things like call recording. I was mentioning earlier the notion of phone payments where you can capture credit card information over the phone. I normally if you were to be doing that instead of asking a caller for their credit card information, let's say you're seeking to process a donation. Technically, that would bring your computer your phone, all your sort of callers information into scope for PCI compliance, because now you're hearing their credit card number allow.

Your data entering that and if your machine where to be compromised, well then that could result in the exposure of that credit card number. The way it works with slate voice is that we handle all of the PCI compliance. Human never needs to hear the credit card number. We can process it directly and so just allows for a very very effective way, whereas student really in their dorm room could be helping to process a donation without ever being in.

Those two sensitive financial information, which is pretty neat and of course like everything within slate. Absolutely everything has slate integrations. This is not some third party system that were then pulling into slate or some sort of Bolton or add-on. It is slate through and through, so it's going to be the same familiar types of experiences that you're accustomed to everywhere else throughout site. So with that is a little bit of a.

Forward, let's get started. I will go over to our Alexander Hamilton record. That's what we're going to be testing for right now. But let's go ahead and enable the feature access to be able to turn on Slate voice. So one of the things you can do is pull up the database page within slight an if you go and search for what is called configuration keys may have done this before if you're going and changing like what is the email default sender that you have or if for some reason you didn't want the first day of the week to be Monday, which it really should be, I'm just saying.

I mean he wanted to change it to Sunday. You could go and do that, they are. But you can also do is. There's a little section somewhere down here. Early access features and what you can do is you can go and maybe you had turned on something like configurable joins. I unlike the conditional logic capabilities inside of forms and events and maybe now you also want to turn on slate voice so you can go and enable this. It's worth noting that you can enable this in test environments, but.

Like SMS messages like emails, they won't go out externally from a test environment, so to very purposefully recognize that that may have some little bit of challenges with testing it here, but you can really turn it on in a production environment when you feel so inclined, and I'll explain as we go through this exactly what that means and what folks I might be able to do when you turn on this particular type of feature, I and what would be changing with that.

Since step one is going and enabling this at some point in time, we will then sort of make that just the default enabled behavior everywhere wouldn't be before July one. We tend to want to give enough of a runway and communications path on this just so that we can understand well. Are you looking for additional permissioning capabilities? For example, before this gets turned on? So that's really kind of step number one that we're going to take step #2 is we need to be able to call.

From a particular number that's here. So one of the places you can go is there's something called deliver configuration. You've done this before. We are perhaps you've gone and added new SMS numbers, added a slate print account that you might have, but what you need to do is if you don't already have an SMS number, you need to add 1, so not a hard sort of thing to do here. If you have an SMS number or multiple SMS numbers, these work with voice.

You don't need separate numbers. You can use your existing accounts that you might have. With that, you can also go and restrict access to any of your SMS numbers in these numbers when you're restricting access into those. That means that you just need to have certain permissions or be certain users or be users in certain roles to be able to access that number. And when you're permissioning at your permissioning, it essentially to be able to use that number, whether it is for SMS or voice calls as part of that.

So if you've already created some numbers, great. I you can rock and roll with that, but you will need at least one number to be able to get started. You can also add funds to your sort of slate funds count if anyone ever has good names for like what we should call this like slate bucks or slate coin or something like that. Someone actually had the name configurable coin, which I thought was kind of cute ansafone configurable joins, but this is just a U.S. dollar denominated account. It's not like Bitcoin where.

The value of what it is is going to change, but whenever you add funds he can be using this for SMS for voice calls. For print, for any of the other things that you want to have within here and will be able to call out sort of exactly what things might be within here. I know I said four cents a minute saying $0.05 for here, so let's just go with it being between four and five cents and I'll get you the right answer on exactly what that's going to be. I think it might actually be $0.05 because I I think that some of the international ones.

They actually some countries. It's like $0.15, so I think we tried to create a good equalization at $0.05 there. So just correction to the last line. $0.05 on the sort of international and Canada does count in United States here. Will probably refine this just so that it says in North America it's that plus one international prefix that you'll have to. So once you've created some numbers and perhaps many of you already have that in place, we can start doing some fun things with this.

So the first thing is that if you were to go and make a call, let's say sort of the old way and you wanted to go and send someone a text message. So I'll just pull up a record over here in another database that we have. I could go and click on something like a mobile number and it prompts me to send an SMS. Great, awesome, I phone numbers were just text previously. Once you enable slight voice, these things change a little bit. I if you click on to something like a phone number.

It is now clickable and you have two options. One of those is Slate voice, which is what we're going to be talking about today, and the other is sort of this Tele prefix. What this allows you to do and actually turning this on will work with this is, let's say that you've got a softphone I as they are sometimes known installed on your computer, so maybe you've got VoIP service at work and you want to be able to dial out from your desk phone. What this will do is actually.

Instruct your browser to talk to your installed sort of wipe software and actually just dial out from that number, so just makes it a little bit more convenient if you want to be dialing out from something like that. We also could go, and if you're clicking on something like an SMS mobile number, we would have not only the options of slight voice and this till one, but also a an SMS option, so same as before, and so that just might be something to make your users aware of if you're enabling this.

That now when they're clicking on a mobile number will also have this option besides, so it's straight going into SMS to choose. Well, do they actually want to send a text message, or do they want to make a telephone call Ann from either their local device or through slight voice? I as part of that. So let's go ahead and I'm going to call a number now. It's kind of interesting how we're going to do this because it's going to be coming out of my speakers and picking up into my microphone, so hopefully you can kind of hear the other end of.

I this says we demonstrate this, but we'll see, I guess. So I will click on to sleep list. So the first thing that we can see is what are the dialing numbers that we have access to? So these are your sort of SMS voice sending numbers. I say if you provision several institutional numbers will show just the one that they sort of currently logged in. User has access to and so I'd be able to see which ones that I have.

I mean, if there's say, let's say I'm an undergraduate admissions and there's a graduate admissions phone number, and that's not shared with me, I won't see that, and it's following the exact same types of permissioning that you would see already with those SMS popups, so again, nothing special that you need to do here. You just pull it up in any type of browser, and this will work on mobile devices as well. But you do want to make sure that your computer has speakers and a microphone, so if this is a mobile device.

You have a microphone and speakers on your mobile device. If this is a computer, probably everyone these days, especially after this past year I has speakers and a microphone. It could be a USB headset, could be your air pods connected to your Mac book? Nothing special that it needs to be here, just microphone and speakers, whatever it may be. So I'm going to go ahead and Click to call.

Technicians this is Laura. Hey Laura, it's Alexander. How are you? I'm doing just fine. How are you? Yeah, well I'm actually like on a web and R right now so I I know it's kind of weird to be like multitasking and giving you a call but I I know you want to meet a little bit later but is it alright if we like me like after the web? And are you know that's fine? I think my boss is calling me anyway.

OK OK cool cool well no no no wait wait wait because I want to ask you another question. So what I wanted to put in here is a plug because you're kind of like our resident artist Super Creative and on my Instagram which is also a plug to follow me on Instagram. Deb McHugh at Sarah Lawrence had posted this weekend that she was in her backyard drawing spring Flowers. And since you're super talented at art as well and all our people must talk, what are you drawing lately?

Cool, I've been drawing a lot of birds since I'm doing a lot of walks this past year.

I have to say birds, especially Hawk. Oh, that's pretty cool actually. Holding I really want to think of another question. Can I put you on hold for a second, OK?

So now I can go and put someone on hold and we can start sort of chilling out to some cool music. It's kind of a summary playlist right here, but you will have the capability to choose exactly what songs on your own you want to have. I could also go and mute Michael, but I'm gonna be nice and sort of come back off of hold.

Hello, are you still there?

How is the music?

It was fantastic, so that's good. That's good to get a nice endorsement for that. So now I want to see do I have your permission to record your voice? Because I I really wanted to be able to share it with someone else. Exactly what you were painting these days. Is that OK? That is certainly fine. OK, awesome, So what I can do is I can enable call recording on this call. And yeah, would you be able to share with me again what you're painting?

Well, I've been painting a lot of birds lately. I went on a Connecticut autobahn walk last weekend. We saw some Hawks. Hawks have been painted.

Perhaps wishes also paint hauksson trees snapped up. That's pretty neat. That's pretty neat. So OK. Well, thanks again for picking up the phone and I'll talk to you right after I get off of all of these people who are listening to me right now.

Sounds great, enjoy your day. Alright, thanks you too. OK bye.

OK, so now we just hung up. So pretty fun there. And as you can see it rings like a normal phone. It acts like a normal phone because surprise surprise, it kind of is a normal phone on here. But now let's go and see something that is a little bit cooler than a normal phone. I'm going to go back to the timeline an I will see that I now have an entry that I have placed a call to a particular number.

That is gone out and then I can go in playback my call.

And yet we should be able to share with me again what you're painting.

Well, I've been thinking or let's say I wanted to download this particular call I in send it on somewhere else, something you will also start seeing coming out in the Slate Innovation Festival is called transcription. That will happen automatically. Will be doing this for all incoming calls. Like if they leave something like a voicemail but also on the outgoing calls for any portions that you choose to record will be automatically transcribing them. So now you actually get a searchable log of exactly what was said.

Now it's worth noting on something like call recording that is over here that the laws and requirements vary from one state to another. There are single party consent states that you might be dialing from, meaning that you only need to capture the consent of sort of. You're the person who is initiating the call so that they know, and if they're the ones clicking the button, that can be fine and you don't have to tell the person on the other end, but many states may be to party.

I consent states this can vary internationally as well outside of the United States and so typically it is polite and legally compliant to make sure that you're capturing appropriate permission. But there may be a lot of good occasions where it makes sense to be recording that, and you can have your own types of announcements for how you want to share that it's being recorded, and for what types of purposes that are here. So what you'll notice is on this particular screen that I have.

It is opening a new tab that's sort of important because I if you're on, let's say a desktop or laptop, you can still go over to other tabs, but while the call is in progress, don't close the tab because we need it to still be open to keep the call alive. With that it will prompt you if you accidentally go to close it and we can prevent that tab from being closed while the call is still in progress. But let's say that you called someone and oopsie, you didn't actually get them on the phone. Perhaps they weren't available.

On these days we're seeing a lot of folks choosing not to leave voicemails. I just because. I mean, I probably have actually my phone right now. I'm looking at it says I have 606 UN listen to voicemail messages so I don't miss my mobile phone like a personal and I don't do phones, which is kind of ironic that I'm doing this Web and RI. So a lot of people don't. Or maybe people do voice mails. I don't do voicemail and So what I would prefer is that if someone called me and instead of leaving a voicemail message 'cause I would never listen to it.

I they could instead end so many text message right from here, so right here, let's say you just want to follow up. Or maybe you did capture the person on the phone and you said, oh I'll follow up with some additional information. May be a link to our online giving form. Well now you can go and send a text message right from there and it will be recorded as part of this. But again you'll see all of this information appearing right under the timeline will be talking about reporting as well, but we're capturing all of the pertinent details. You know what number you were calling from? Who's calling? What's the duration of the call?

How many? What was that? The cost of the call, which is a factor of duration and whether it's domestic or international there as well as the other attributes like was it recorded as. So you can have those different data points, but let's start doing something maybe a little bit fancier. Let's go into a call list, so we've had call US capabilities in Slate for a really, really long time. I mean, it's probably maybe 15 years, something like that.

I and they have evolved over the years, but this represents, I think, a much more sort of major shift in really what you can now be doing with call us inside. It's like, so let's go ahead and build a call list so perfects the may not have done this as recently will kind of go through it still relatively quickly, so we'll use configurable joints are nice little friend and I'll say sort of my web and R called list going to be right here. So great I will set up a nice query.

And you could be determining sort of what are the data points you want to include. It's a query, so it's just going to be like all the normal things that I put on here, except maybe I definitely want a phone number that's going to be kind of critical. Maybe I want to see their email address and maybe what's their academic nature.

Let's see that I then I'm going to perhaps filter down just so I can find some of my test records here, so I'll just find all of the Alexander Hamilton's that we have in the database. So now for a call list, what you would do is, you could say I want to retrieve only the new records, since the query was last one 'cause you want to be getting just the new folks that you're going to be calling on here, and I'm going to go and say that I want to call sort of five people at a time, or 10 people at a time.

And this is just sort of fan like you that let's say a student color or a colleague is going to be drawing from so that they get 10 names. They call those folks, then they get 10 more names and can continue to dial. So once we have enabled that, it's going to be one of these tracking queries where it's excluding previous row.

Executions we have this option to go and configure a call list so this is again something that lots of folks have done before, but we're going to kind of spice it up a little bit, so let's go and build a call report form, so we'll call it my web and R call report form are all just called call form and I'll make this active over here.

And then we'll go, and once we have our nice little query, we could pull up a particular one and maybe let's get rid of some of these data points that we don't need. Fun fact, you can do control clicking on any of these. Or if you ever want to delete like a whole range of things, you could control shift click and you could just delete things, sort of as a batch. So kind of just a fun little thing to make things easier here. So maybe you want a really basic form to start with, something where you're just going to be verifying the person's email address. Or maybe there's some notes that you're going to put in so.

You know, notes about the call, so let's do that as a nice little starting point that will have as part of this as well. So now what we can do that we have our particular forms that we're going to be pulling up, so we've got a nice little form over here. We can go and configure, I'll call list and we should see my web and R form over here, so the old way in which this would work and actually let's start with the old way. And then we can again.

Is spice it up a little bit? So if we were to start with the old way of doing things, we could go and get our call list so great I will share this. This is a link that actually did that too quickly. Probably for you. I won't be going to share this. Call this link, it just means that they need to have an account with in Slate, but could be a student worker, for example. They don't need permissions to anything in particular here, so again, same sort of.

Behaviors that we've had in the past, but as I go and pull this up, I could go and fetch my list of people that I would need to call and sort of following the old way I could go and submit my call report form and it would go and pull up a particular form here and I could go and connect down to them and grade. Hurray that's wonderful, but I had to look at a number and I had to dial it. And I if it's sort of the year 2020 or still an many places in 2021, I maybe I'm in my dorm room and I really need to be calling from my cell phone. Or maybe you're just not doing this at all.

I right now, so that's kind of what it looks like right now, but let's go and enable sleepless so once we turn this on, we have a couple of choices. We could say, well, what is the number that we want to be calling them from? And the beauty of this is by choosing a particular number here. It means the users that are acting as your colors don't need access to these numbers. So if they are student workers, maybe they don't normally have access to be able to pull up student to be able to pull up person records.

Maybe they don't have access to be able to send SMS is or interact with your other sending numbers, but you can be permissioning it just in the context of this one particular calling campaign. You can also choose well who it is. Who is it that you want to call? This is also acting as a permission setting so that when they're pulling this up they can't just go and call whatever numbers they so feel like you can really restrict this to a particular set of numbers that you want to be called so I can go in and say OK.

This is looking pretty good. I'm I'm going to go and just pull back up my list again and see what I have. I so I see the list of names that I've received and just like call us before I different users who are going in fashion names, it's going to give them a different set so no ones getting inadvertently called multiple times. And now I have this option to go and instead of submitting a report I can go and say that I want to connect to it and what you'll notice is I don't have an option now to be able to change.

What number that I'm dialing from? I don't have the option to change sort of who I'm dialing out to. I could go and access their person record, but again, only if I have permissions to be able to do so with that, and then I could go and I put in notes about Michael, but perhaps before. Then I'm going to go and dial out on here so I could go and I'll this before I dial this. I want to introduce you to a little bit of a another. Well, no, I'll wait to introduce you to this feature so.

I'm so this looks great. We can call. It's going to be like what we were just saying before, but let's spice this up further and we're going to pull up our particular form that we had before. So let's go and find our web and our call form. And let's do some additional fun things with this. So what you could do is because this is going to be a call report form. I could say that it requires a secure link and login so you know someone has to be logged in to be filling out this form 'cause it's going to be for a specific person that we're filling it out.

You could also say whether or not you want like multiple submissions so that they could be getting like multiple phone calls. I you could enable that, but what I could do is add some merge fields that I want to put into here, so maybe there's some things from configurable joints that are going to be really helpful. Data points to see, so maybe what I want to see is the name of the person I'm going to be calling so I could see it somewhere else, but maybe I really want to pull in things like the first name and the last name.

And maybe their major so I can show that right on here so I could go and pull in some of those fun data points. I could also go and pull in, maybe something about who the current person is. So maybe for the currently logged in user. I want to pull in their own name, just because sometimes you don't want folks to be getting flustered and sort of saying in my name is But yeah, this way you can actually sort of queue them into what their own name and so they've got a nice little script to follow.

Because then I could say hello and I could start putting in some merge fields I from what I have. So I could say hello. So and so this is.

So and so from Slate University I see you are aspiring to major in and then I could put in something like this.

Great, I mean we could put in some other information so we could start here and if I go and pull back up this particular form, all of the things that we're going to be doing our identity aware so we can be filling in all of the merge fields based upon who you're about to be calling so you could have scripts you could have conditional logic, so maybe there is a question about, uh, who picked up some? Maybe you want to have a radio button here, you could say who picked up the phone.

I an it could be students or parents or someone else or maybe legal Guardian right here and then. Maybe based upon that your color is choosing that and then you have other instruction blocks or additional types of scripts that they might be following so that it can be really great handholding to be able to take them through this particular process. So again, as we pull this back up, we can see all of this information right here.

I all of your normal field validations that you're going to be doing similarly will be captured right here as well. So if you wanted to make some of the fields readonly or you wanted them to be able to update things, and then when this gets submitted it's going right under their timeline just as a normal call report submission would go, but we're it's now associated with the call as well, so you have all of these connection points between here, But let's do something a little bit fancier now.

And say that maybe we want them to submit their enrollment deposit. So in this script that we are sort of capturing from folks, it could be directing them to go to their application status website. Or maybe this is a phonathon for your advancement office and it's a spring appeal and you want to direct them to a giving page? That's great, you could always follow up by a text message afterwards to send them the link, but we also can do.

Is I could go and say I want to put a payment form actually on my call report form so I could go and say here is going to be my will to say payment form and you could have different calculations that you're doing, but I'm just going to get $5 for right now and maybe it's a spring open house event that you're doing. Maybe it's reunion since this is an event registration form that you're attaching it to and you could just, you know have it going through the normal types of payment.

Forms, but because that could bring you into PCI compliance scope when you are using it's late payments, we have some really fancy types of things that you can do with this, so we'll go and put on our little form right over here and I'll pull back up my sort of calling window that I have and so you'll see that I now have not only the options if I were to be entering in something, But there's this new link for Slate Voice where I can go and collect the payment details. So what I'm going to do?

As I was practicing this earlier and I was calling myself and then I realized that my iPhone he makes all of the DTMF tones for my credit card number so that I realized I'm about to be broadcasting to the world my my credit card number. So I want to actually answer this, but I gotta show you how some of these things can work still and then I'll try to just make it loud enough so that you can hear this.

Going to go and bring my little phone. OK so here I am. Definitely echo or feedback so I'm immune to me over here. So what we can do and you're going to like it right now 'cause my phone is literally right next to my computer, but I'm going to click payment details so it puts.

Let me pull it up here again, let me try to put on speakerphone.

Credit card number.

So I don't know if you could hear that coming through the the microphone, so I let's see and I will go and I hung up there. So what we're doing is it will put your student color so that or the office, colleague, whoever is initiating this call on hold while it then takes through a sort of series of audio prompts for the person you are calling to enter in their credit card number. So it works.

Perhaps like maybe if you're paying like a gas bill or electric bill or cable bill or something over the phone where it's a touch tone based system, so it says please enter your credit card number and you can enter that touch tone right into your phone so you do that. Great, I asked you for the expiration date where you can do it as month and two digit year, then it asks you for the card security code and then it says great thanks and then it takes the focus off hold so you're now reconnected again and over here it will say that it received the payment.

Information as part of this, you'll see just the last four digits of the credit card number right here. Nothing has to be entered, because again isn't coming in through your systems, and then you can submit the form, so could be a donation form. Could be really any type of form that someone is going to have an comes over right into here. But now let's say that you are have a lot of folks making calls. Well, the first thing to point out is this has truly an maybe I have to say, sort of.

With an asterisk but unlimited scalability and that means from a call concurrency perspective, if you want to have 200 folks that you're calling simultaneously, there's no concept of like phone lines here in a conventional sense. It's not that you need 100 different lines to enter different lines if you want to have 200 calls going out simultaneously, you can have 200 calls going out simultaneously through this. So really, highly, highly scalable.

For your big big types of events all the way through to much smaller ones that you might have, but if you do have, let's say some sort of a phonathon, or maybe it's a yield campaign event that you're doing, and you've got a lot of different colors.

Perhaps if everyone was clustered in the same room, you could just sort of walk around the room and be eavesdropping into the conversations and get kind of a sense of what might be going on with them as someone needing a little bit of additional coaching. If everyones distributed and they're off calling on their own, that becomes a little bit harder. And So what we have within Slate is a really, really neat tool called Switchboard. So what I'm going to do is we're going to go over to this section, uh?

Old Inbox and there is a permission that you will see now for your users that you can assign it called Switchboard. You don't have to grant this access to people who are making calls. That's not necessary. This is for folks that really need to be able to track what are the calls actively in progress here, so gives you kind of a switchboard type of you, but I'm going to go ahead and let me just close down some of these other windows and I'm going to go and call myself back.

Right here, and if anyone thinks that like I'm disclosing my like cell phone number to the world, I'll just point out it's been on the Alexander Hamilton record for like 15 yard. So feel free to call me anytime. Or but again, I don't pick up. So if you want to send me a text message, that's probably even better than OK. So what I can do is I'm going to go and call me and I'm just going to kind of mute it. Maybe just so that I don't have to hear all of this going on. So give me perhaps on one of these other ends so I don't get my echoes. So great now I'm a little bit more muted.

OK, cool, so now we can go over to my switchboard and this can automatically be updating based upon new calls that are coming in. But you'll see all of the different calls for your database that are actively in progress. You can see who is making the calls, who they are calling out to and then you can go and click on to this monitor link and what this does, I am actually going to get a little bit of an echo here so I'm going to start muting some other lines. OK, great.

I mean, actually, you know I've got a lot of getting that. I need to be doing OK, So what we can do with these different ones is as I make these calls I can be listening into all of the different calls that are in progress. I can hear them by default. I come in muted, meaning that my voice I as sort of a supervisor isn't going to be carried into the call. There's no chime, there's no beep or anything to signal to anyone that.

Let's say a supervisor has joined onto the call, but they can start listening in great and again make sure that if you are going to be listening into any calls that you're providing the appropriate notifications that may be required by institutional policy by local, regional or national ordinance. But as you connected, you could be listening and you could unmute yourself. I at some point if you wanted to sort of announce your presence and say, oh hey, I I just joined on and.

I am happy to help you with that, but there's also this option to whisper. And what this does is it allows you to essentially unmute, but just for your agent just for your student caller. Your office colleague, so that you can coach them and say maybe they need a little bit of help on something and you can say, Oh no, no, don't ask it this way. Try to frame it in and these other terms and can provide that feedback without the person that they are calling on. Having any awareness that this other conversation is going on.

It is worth noting that if the person on that you are sort of whispering into, they really can't speak back to you, because that will be heard as part of that. You will also see in the next week or so they'll be a chat option here that we're integrating this in with our present system, where we sort of show who's on the different pages throughout site, so you'd actually be able to chat back and forth right inside Slate, and so that could be a really helpful.

I take things to be doing especially in these situations where maybe you want to be having.

Let's say to stay I'm more detailed type back and forth. If I there's a little bit of coaching or questions that may be necessary with those things so you can monitor the different types of calls that are happening here and can take over those calls again where that might be unnecessary and helpful. So as we're making all of these different calls along the way, let's go back to our Alexander Hamilton record and what we will see is that as we continue to make additional calls, it is logging them or write to our timeline as part of this.

Now all of these different types of calls are being stored as messages. This is how they are being stored, just like SMS is. It's just that it's a voice call that is occurring. So what that means is you can do all of the types of messaging things I could go and run a query to say I want to find all of the different voice calls.

Have been made or all of the voice calls that have been made within a certain date or time range. When you refresh your configurable joints library on Monday, you'll see a variety of new exports in filters as well that I have been expanded to include other types of.

It's just data attributes that we know about the calls such as was there a recording? What was the duration of the call? Who was the not just the the calling number, but what was the particular staff member? Because maybe you want people calling from all of these same sort of institutional numbers here and you're calling from a more narrow block, but you want to see these pieces still in your different types of ways, and because it's configurable joins and queries that's available in reports so.

If you want to be looking at things like staff productivity and how many hours of calls did they make per month, you can see all of this. So really some neat things that that you're going to have. OK, so look at this. I think we actually like did it on time, so let's go to questions we have like 1500 people on this particular webinar, so might be a little bit hard to follow some questions, but I'm going to do my best and kind of work.

I my way I up a little bit and yes Rob only 1500 for this one. It seems like it's not quite as popular as configurable joins but but inbound calling quite possibly OK. So here we go. So I there's a question are we were fishing? Are we refreshing? Are configurable joins or is technicians doing that? Yeah, this happens is an automatic nightly process. Nothing that you guys need to do or worry about, it will just happen automatically. Then there's a question.

I I is it more expensive as slate?