Solve your telephone helpline management problems

Pricing

Each application runs on a dedicated cloud server and is configured with a dedicated Twilio phone number of your choosing. Although the bulk of the installation is automated, there is some manual configuration work for us to do before it is fully functional. Your one time cost includes installation, configuration and initial training on the platform. We make sure you’re completely comfortable with the system before we turn it over to you.

• One time charges
  • Application installation and configuration: $129.00
  • Phone Number: Included ($5.00 value)
• Recurring charges
  • Server hosting: $32.00/month
  • Phone usage: $0.019/minute
• Optional charges
  • Domain name: starting at $12.95 per year
    This is an optional item. New installations will use helplinemanager.com with your choice of subdomain at no additional cost.
    You can also configure your existing domain name to be used with the system. We will help you set that up.

The core function of the application is to route incoming phone calls to your staff.

• Each of your staff members has a user account with the "agent" role
• Staff profile includes availability settings by day and hours per day
• A set of shifts is configured. A shift is a span of time on one or more days of the week (e.g. M-F 8:00 AM to Noon)
• Agents can request shifts which are subsequently approved or declined by managers
• Managers can also assign agents to shifts
• While the agent is on call, all inbound phone calls are routed to the phone number in the agent profile.
• If multiple staff is on the schedule at the same time, multiple calls role from one agent to the next based on priorities.
• If an inbound call is not picked up, it routes to voicemail where the caller can leave a 30 second recording. The recording is transcribed into text and emailed to managers and to staff on duty at the time
• Starting 24 hours prior to a shift, the system sends a confirmation request to the agent notifying them of their upcoming shift. If they miss the call, it will keep calling every hour until acknowledged.
• Phone calls are logged and posted to the system for analysis by managers. The logs are viewable for an entire day, by shift or by agent.

The application is a website which runs on a cloud server and consists of the following items:

• Dedicated stand-alone cloud server hosted at DigitalOcean.
• Westlinks Helpline Manager software package installed on the server
• Domain name (either your own or one you purchase on Westlinks Online)
• Twilio Phone Number

The Westlinks Helpline Manager Application can be used by any organization who receives inbound phone calls. Some obvious uses are:

• Nonprofit helplines (Suicide, depression, sobriety, etc)
• Virtual companies with no physical office
• Online sales companies
• Online support departments
• Property management companies
• And many more

We integrate with Twilio's digital voice platform and provide you with the ability to select a phone number of your choice. You can choose a number in any city in the US and Puerto Rico.

It depends on the location. We will take this on a case by case basis.

There are two solutions to this.

1. Forward your phone number to the Twilio number assigned to your Helpline Manager
2. Port your phone number to the Helpline Manager. This takes about 3-5 days from start to finish

Note that you can also adopt the Twilio number as the number for your inbound calls.

This application is intended to route only inbound calls to your agents. However there is a built in option with your Westlinks Online account which allows you to make outbound calls from your Twilio number.

From time to time there are required bug fixes, new features, or improvements added to the application. When these changes have been fully tested and are ready for production, we push them out to our customer installations. Customers are notified by email when these updates have been completed. Usually these changes have no direct impact on operations. If they do we make sure to inform you prior to pushing the update.

There is no limit. You can even have no agents in which case calls would only forward to voicemail. If you are a sole proprietor with only yourself, you can use the system to choose when you want to receive calls. Whenever you have no active shift, calls forward to voicemail.

If one agent is on the line and a new call comes in, it automatically gets sent to the second (or third/fourth...) agent. You can also assign priorities to your agents which will send calls to agents in order of their priorities.

We prefer that all installations be associated to a domain name. We offer domain names at a fair price or you can use your own and configure it to work with the platform (we will assist you with this).

We (highly) recommend scheduling a free, no obligation demo with us here. When you decide to purchase the application, we will perform all of the installation steps for you during a screen sharing session. We call this our "concierge service". It works quite well, resulting in a clean installation with no headaches on your side.

Or you can get started today by using our do-it-yourself bundle installer.

If you have no yet registered, go to our homepage and click the Buy Now button in the Helpline Manager section

If you have already registered, go to the Helpline Manager product page after logging in and click the "Order Westlinks Helpline Manager" button there

There will be several things to do to complete the installation including:

1. Configure your phone number
   • Forward an existing line
   • Port your existing line
   • Or simply adopt the Twilio number
2. Configure email settings
3. Add your agents
4. Create shifts
5. Assign your agents to those shifts

That's all there is to it!