This article outlines how to use the Call Center with your phone system to answer homeowner calls and create action items.

Important: The Call Center is designed specifically for creating action items in the Call Center category (such as Homeowner Call, Board Member Call, Vendor Call, and Emergency Call). To create other action item types from any screen in Vantaca, use the New Action Item button in the application header (located beside the Company ID). If you receive a "No Call Center Action Types Available" error message in the Call Center, change the category to "Call Center". See the FAQs section for more information.

You can also set up your phone system to automatically provide homeowner information if it can launch a URL and search and report on call notes.

Overview
Action Item (XN) Search
Homeowner Calls
Create a Call Center Action Item
Create Other Action Item Types
Phone System Automation
Before You Start
Phone System Settings Best Practices
Receiving Calls Through Phone System Automation
Search and Report
FAQs

Overview

The Call Center sits on the left side of the Vantaca screen (default view is the Action Center), and you can click the Phone icon to open it.

Use the Call Center to:

Navigate quickly to an owner's account.
Create action items using Call Center category action types
Set up your phone system to launch Vantaca when receiving homeowner calls and automatically open the homeowners account on the Action Items screen. For more information, see the Phone System Automation section.

Action Item (XN) Search

The XN search field has moved from the Call Center panel to the header next to the New Action Item button. Use it to search for action items from anywhere in Vantaca without having to open the call center.

After you enter the XN number and click the Search icon, the system performs an exact match search and navigates to the Action Item Details screen when a match is found.

This field also displays the last 10 action items you searched, in a dropdown. Click any item in the list to navigate directly to that XN. Search history persists across sessions.

Note: This field is visible only to users with the Action Items > Action Items > View permission.

Homeowner Calls

When you receive a homeowner call (without phone system automation), you can use the Call Center to enter or search for the following information:

Owner: Click the Search icon (magnifying glass) next to the Owner field to look for an owner account using the Search screen that displays. After you click Select next to the owner, their name displays in this field as a link, which you can click to open their account.
Account Number: Displays the homeowner's account number after you select an owner.
Property Address: Displays the property address for the selected homeowner account.
After a homeowner is selected, the Call Center also displays the following information when applicable:
- Collection Status: Displays the homeowner's current collections status.
- Key Info: Displays any critical account notes entered in the homeowner's Key Info field.
- Board Member indicator: Displays when the homeowner login is linked to an active board role for the current association.
Call Type: Select the appropriate call type and enter your notes in the Notes section while talking to the owner to create the action item. If the owner has requests that require follow-up, you can create the applicable action item on the owner's account while simultaneously recording your call notes. The action item closes when you click Update.

Note: Use the Call Center to create Call Center category action items only. To generate a custom call log report for a specific association, navigate to Action Items > All Action Items. In the Type column, filter for your call type (e.g., A Homeowner Call). Customize the report by adding or removing columns as needed, then click Export to Excel. For more information, see the "My Messages, My Action Items, and All Action Items" article.

Create a Call Center Action Item

If you need to create a Homeowner Call Action Item:

Navigate to Action Items > All Action Items on the right of the screen.
Click New Action Item.
Fill out the screen as needed. Select the appropriate Call Type from the dropdown.
Note: The Call Center is designed to create Call Center category action items only. Users must have the Call Center > Add/Update permission to create action items from the Call Center.
Click Update.

Creating Other Action Item Types

To create action item types other than A Homeowner Call:

Click the New Action Item button in the application header (located beside the Company ID)

OR
Navigate to the right side of the screen and click New Action Item.

The New Action Item button in the header allows you to create action items from anywhere in Vantaca without navigating away from your current screen. The button displays only action types where your role matches the action type's Default Follower value.

Note: If you don't see the New Action Item button in the header, verify you have Action Items > Action Items > Create permission in your role securities.

Call Center Permission

To use the Call Center to create action items, users must have the following permission:

Navigate to Settings > Roles.
Select the appropriate role and click the caret to open it.
Go to the Call Center section.
Click Edit next to the Call Center security and select the Add/Update permission.

This permission controls who can create action items from the Call Center panel. Users without this permission can still search for XN numbers and homeowners but cannot use the Update button to create or modify action items from the Call Center.

For information about role securities, see the "Role Securities" article.

Phone System Automation

Phone systems that allow users to launch a URL can open a new Vantaca tab to show the homeowner's account based on the phone number that they call from. When a homeowner calls the management company, and you have the URL set up in your phone system, Vantaca displays the phone number in the Call Center (information is pulled from all contacts - not primary only) and pulls up the homeowner's action item page.

Note: Ensure that cookies are enabled for your browser so you do not have to log in each time a call opens a new window.

Before You Start

Phone system automation works with any phone system that can launch a URL when it receives a call.

There is no setup needed within Vantaca.

You must go into your selected phone system settings (Zoom, Zoom Contact Center, Microsoft Teams, RingCentral, Vonage, 3CX, etc.) to enter a URL for inbound external calls (also called "screen pop") that directs to Vantaca. Each phone system configuration is different.

Important: Contact your specific phone system support center for more information and instructions about setting up the URL.

Browser Settings

Ensure that your default browser is set to the one that you use and work with every day to avoid another browser opening and asking you to log in.

For example, if your default browser is set to Safari but you work and use Chrome every day, the phone automation pop-up will try to open Safari in a new Chrome tab causing you to sign in. In this example, you would set your default browser to Chrome.

Set your default browser in a Windows computer:

Open Settings.
Search for and select Default Apps.
Depending on your Windows version:
Select the Browser that you use every day, and then click Set default.
OR
Select the Browser app and change it to the browser that you use every day.

Set your default browser on a Mac:

Open System Settings.
Search for browser.
Next to Default web browser, select the browser that you use every day.

Zoom

Use the following articles for instructions about where to enter the URL within the Zoom setup:

Zoom: See the "Launching an app or URL during Inbound calls" Zoom support article.
Zoom Contact Center: See the "Launching a URL during engagements" Zoom support article.

Ring Central

See RingCentral Support for the latest information about setup.

Note: Ensure that you include "https://" at the beginning of the URL and also use the %E parameter.

Microsoft Teams

Click the following link and follow the instructions about where to enter the URL within their setup: "Open Apps in browser for incoming PSTN calls".

Note that Teams only requires /?tel={phone} at the end of the URL and you do not have to add or change a parameter.

In addition to entering the URL, ensure that you have the following individual user settings set up within Microsoft Teams:

Navigate to Settings > Notifications and activity.
Go to the Calls section.
Enable Allow third party apps to automatically open in a new browser window for incoming PSTN calls.
Navigate to Settings > Files and links.
Go to the Links open preference section.
Set the Always open web links in: option to Default Browser.

Vonage

To enter the URL for the inbound call :

Log in to the Vonage desktop app and click Settings.
The Settings screen opens.
Click Web Launcher.
Enter the URL to Launch (see the following URLs and Example section).
In the Launch URL's On section, select Incoming calls.

3CX

To enter the URL for the inbound call:

Log into 3CX, click your photo in the top-right corner, and select Settings.
On the 3CX Settings menu, click Integration to display the CRM Integration screen.
Provide the following information:
- Open Contact in Custom CRM: Select.
- Open contact URL: Enter https://{your full vantaca url}/?tel=%CallerNumber%
  Example: https://vantaca.net/?tel=%CallerNumber%
- Notify when: Select Ringing.
Navigate to another page to save your settings (no save button).

URLs and Example

Make sure to use https:// and the full Vantaca URL for your company. Each company may have a different URL, for example, vantaca.net, e1.vantaca.net, early-access.vantaca.net, etc.
Zoom, Zoom Contact Center, and Vonage: Add /?tel=<parameter> to the end of the URL, where you replace <parameter> with %C or %E. The Vantaca Call Center phone system automation searches by phone number, so you must use %C or %E.
Ring Central: Add /?tel=%E to the end of the URL.
Microsoft Teams: Add /?tel={phone} to the end of the URL (no parameter needed).
3CX: Add /?tel=%Caller Number%

Example

In the appropriate place within your selected phone system (see the individual instruction links above) input your company URL with the selected parameters.

URL example for Microsoft Teams: https://vantaca.net/?tel={phone}

URL example for Zoom, Zoom Contact Center, Ring Central, and Vonage: https://vantaca.net/?tel=%C

Where:

Example full company Vantaca URL: https://vantaca.net
With the addition of: /?tel=
Add one of the following parameters (do not add parameters for Microsoft Teams):
- %C to show a formatted 10-digit phone number
  OR
- %E to show an unformatted number and include international calls. Use this for Ring Central.

Phone System Settings Best Practices

If your call center currently rings multiple staff simultaneously, because the URL launches upon ringing, we recommend that you use the options for ringing the longest person idle or a rotating ring so the system only rings one person at a time. These settings differ based on the phone provider.

At this time, Microsoft Teams is the only system we know of that has the option to launch the URL when a person answers the call versus when the call rings.

Receiving Calls Through Phone System Automation

When you receive a homeowner call through phone system automation, a new call causes the Vantaca Call Center to open in a new browser tab. The Call Center shows the telephone number and the number of matching homeowner accounts. The Call Center shows the telephone number and the number of matching homeowner accounts. When a match is found and you click Select Caller, the homeowner name, account number, and property address all populate automatically in the Call Center panel.

Match: If the phone number matches one homeowner account, it shows 1 Match.
Number of Matches: If more than one homeowner account is tied to the number, it shows the number of matches, for example, 2 Matches.
No Match Found: If the phone number does not match a homeowner account, it shows No Match Found.

Follow these steps when you receive a homeowner call through phone system automation:

Answer the call using your call application (Zoom, Teams, RingCentral, etc.) so you can talk to the homeowner.
At the same time, the Vantaca Call Center in the new tab displays the phone number of the caller with the appropriate message:
- Match: Click Select Caller.
- Number of Matches: Click Select Caller to open the Select Homeowner screen where you can then click Select beside the homeowner that is calling.
- No Match Found: Click Dismiss to close the tab or click Call Center to open the Call Center search function and manually search for the homeowner.
  
  In the case where there is a match, the Call Center populates with the homeowner account information of the caller with their Action Items page on the right of the screen.
To create an action Item related to the call:
- Type: Select the appropriate call type (1).
  Note: Only use the Call Center to create Call Center category action items.
- Notes: Enter your notes (2) about the call. If the owner has requests that require follow-up, you can simultaneously create a different type of Action Item using the right side of the screen while you make your call notes. See the Create an Action Item section.
Click Update.

Search and Report

To search or report on call notes:

Navigate to Action Items > All Action Items.
Complete the following actions:
- Select Include Closed (1).
- Enter your call type (2) in the Type search field.
- Click the Hamburger (3) menu in any column header, hover over Columns, and then select Created Time and Description to see calls at a glance and sort by date.
(Optional) Click Export to Excel (4) to save the information in a Microsoft Excel spreadsheet.

FAQs

Q: How do I find my full company URL?

A: Open Vantaca in your browser. The first part of the URL is your full company URL. It could be vantaca.net, e1.vantaca.net, early-access.vantaca.net, etc. For example, in the following image, the full URL is vantaca.net.

Q: I put my full company URL in the Zoom settings, and nothing happened when a call came in.

A: Verify that the URL is correct and that you included the correct parameters. Copy and paste your company URL, and then copy and paste /?tel=<parameter> right after. Delete <parameter> and replace it with %C or %E. For example, if your full company URL is vantaca.net:

Q: I put my company URL in the Microsoft Teams settings, and nothing happened when a call came in.

A: Verify that the URL is correct. Copy and paste your company URL, and then copy and paste /?tel={phone} right after.

Also make sure your Admin enabled the Allow third party apps to automatically open in a new browser window for incoming PSTN calls setting.

For example, if your full company URL is vantaca.net:

Q: When a call comes in, why does Vantaca display a name, but no number?

A: You may need to adjust your URL or parameter. Check that you are using your full Vantaca URL and added the correct options. See the Example section.

Q: The phone number that is calling doesn't seem tied to the homeowner account. I have double-checked my URL and parameters. Can you help?

A: Enter a support ticket and provide the following information:

The phone system that you use.
A copy of the URL that was added to your phone settings to launch the app/URL for incoming calls.
A screenshot of the full URL (with parameters).

Q: I received a "No Call Center Action Types Available" error message in the Call Center. What do I do?

A: A dedicated Call Center action type category now organizes call center-specific workflows. The Call Center interface restricts action item creation to only action types within this category (such as A Homeowner Call, Board Member Call, Vendor Call, or Emergency Call), closing security gaps that previously allowed any action type to be created from the Call Center while enabling specific filtering and reporting on call interactions.

To update a category:

Navigate to Settings > Action Types/Steps.
Find your action type (for example, A Homeowner Call) and click Edit.
Change the Category to Call Center.
Click Update.

Articles in this section

Call Center - Action Items and Phone System Automation

Contents

Overview

Action Item (XN) Search

Homeowner Calls