Browser Settings
Lead Management
Fundamentals
Ring Ring Ring
Customize it
100
This setting needs to be disabled at all times in Google Chrome - its initials might make you laugh.
What is Hardware Acceleration?
100
True or false
Lead ownership can be assigned by statusing a lead?
FALSE! Lead ownership can only be made by:
1. Calling a lead
2. Manually Assigned admin/self
3. Configured for transfer & Inbound call
100
"You need to put yourself ______ to start making calls in Ricochet"
What is Online?
100
If agents are getting inbound IVR calls but are not eligible for Inbound IVR queue what is the fix?
Check the "Check Call Queue" setting in the IVR advanced settings of the phone number.
100
The service that allows an agent to leave a prerecorded message is called
What is Perfect Voicemail?
200
Oh, Snap! Sometimes having these will cause Ricochet to act in strange and mysterious ways. Turn them off!
What are Extensions?
200
What Permission levels can see all leads? (three)
Admin
Branch Manager
All Leads Agent
200
Name one place you can find call recordings
Quick Actions on lead management page
Call History Tab on lead details page
Call History Report
200
If a customer only wants certain teams or agents to call specific leads what do they need to do?
Set up Distribution Rules and restricted tags to only those teams/users.
200
What does the Default Email Client option in User Settings do?
Allows the user to set the default email program that can be used when an agent clicks a lead's email field (if configured as an email field type)
300
You'll never be able to run our fabulous Ricochet software in this archaic web browser.
What is Internet Explorer?
300
The proper name for the calling of leads by any available agent is called
What is Shark Tank?
300
In order for vendors to post leads into Ricochet they need a ______ ___
What is a Posting URL
300
The automated calling of leads one at a time is called?
What is Progressive Dialer
300
SMTP stands for
What is Simple Mail Transfer Protocol?
400
This is one of the first steps to trying to solve a Ricochet issue. The initials CC&R.
What is Clear Cache and Refresh?
400
______ _______ will ensure every lead receives the most up to date disposition after every call.
What is Forced Statusing?
400
How does Ricochet post data from Ricochet to other platforms?
Through Webhooks
400
For some reason my agent's phone number is showing up with a 310 area code!
Why and how to fix?
Agent's number has become unassigned and it's using the default Ricochet number
Assign a phone number to the agent.
400
If someone wants me to call them back next month what can I do to make sure I don't forget?
What is Create a task?
500
HELP! When I go to answer a call it hangs up! What is the first thing to check?
Ensure Mic is set to "allow" (also ensure headphone is default audio device in Windows)
500
The best place to historically see the events of a lead are:
The Timeline located in the lead details
500
Ricochet's ______ ______ queue will call your leads in 1 second or less
What is Real Time?
500
The ability to mask the agent's outbound call to look like the call is coming from the leads State or Area code is called
What is Local Presence?
500
Ricochet's star affiliation
Creed Braton!
