Calling your customers directly from CRM

To use the IP telephony functionality, you need to sign up for a Twilio account and connect it to your portal specifying API credentials: Account SID and Auth token. They can be found at the Twilio Console page in the 'Account Summary' section.

Click the icon at the top of the page to go to your portal settings and open the Integration -> Third-Party Services section. Click the switcher next to the Twilio service, specify API credentials in the appropriate fields and click the Enable button.

Once you connect your Twilio account to the portal, you will be able to add and manage virtual numbers.

To add a virtual number,

1. In the CRM module, go to the Settings section on the left-side panel and click the VoIP Settings option.
2. Click the Buy phone number link.
3. In the Number purchase window, select the necessary number from the list of the available ones and press the Buy phone number button.

   If you already have some phone numbers purchased earlier in your Twilio account, you can use the Link purchased number option. In a new window, select one of the available Twilio virtual numbers and click the Link purchased number button.

When the first number is added to your CRM module, you can use the Buy phone number/Link purchased number link above the Virtual numbers and operators list to add some other numbers.

To set up the added virtual number,

1. In the Virtual numbers and operators list, select the number you want to set up.
2. Click the Outgoing calls switcher to enable the possibility to not only receive incoming calls but also make outgoing calls using this number.
3. Click the Call recording switcher to enable the possibility to record all incoming and outgoing calls for this number so that you will be able to listen to the necessary call recording later.
4. Click the arrow to the left of the necessary number to Add operators who should be able to use this virtual number. Check the necessary portal users in the list and click the Save button. Once operators are added, the VoIP icon will be available for them on the top of the page.

   You can also set up Outgoing calls and Call recording for each of the added operators separately using the switchers next to the operator's name. To remove an added operator from the virtual number operator list, click the Actions icon to the right of the operator's name and select the Delete option.

Use the Actions icon to the right of the necessary virtual number to Edit or Delete the number.

When you select the Edit option, the Number setup page opens that allows to change some other parameters in addition to those mentioned above:

• You can specify an Alias for this number that makes it easier to find the number in the list.
• In the Quick setup section, you can enable or disable Outgoing calls and Call recording (these settings are the same as the ones available in the Virtual numbers and operators list). Moreover, you can specify Working hours when the number is available for clients. Click the switcher and set the necessary time in the hh.mm format.
• In the Ringtone setup section, you can playback the default ringtones:
  • Greeting ringtones - the first greeting that callers hear when they call to this phone number,
  • Queue ringtones - music on hold that callers hear when they are placed in the waiting queue,
  • Voice mail ringtones - a message that callers hear when the waiting queue length or max waiting time is exceeded and the callers are able to leave a voicemail message.

  If you have previously added some other ringtones in the VoIP Settings -> Common section, you can select another available ringtone for each category. It's also possible to upload necessary ringtones for this virtual number directly from this page clicking the Upload icon next to the ringtone you want to change.

Click the Update settings button to apply the changes you made. On this page, you can also manage the operator list for this virtual phone number.

Go to the VoIP Settings -> Common section on the left-side panel.

General settings section allows to set the following parameters:

• Incoming call queue length - this option allows to select the number of the incoming calls assigned to the currently available operators. If the number of incoming calls exceeds the specified value, the calls will be redirected to the voice mail service. Choose the necessary quantity from the list: 5, 10, 15
• Waiting timeout - this option allows to select the time during which the customer will wait for the operator answer. When this time is exceeded, the call will be redirected to the voice mail service. Choose the necessary option from the list: 5, 10, 15 minutes.
• Operator pause - this option allows the operator have some time before accepting calls again. This can be used to take some notes on the previous call, etc. Choose the Enabled or Disabled option from the list.

In the Ringtone Setup section, some ringtones are provided, that are used for all of the added virtual numbers by default. To display all the available ringtones in each category, click the arrow on the left.

You can upload your own ringtones in the .mp3 format for each operation. To do that, click the Actions icon to the right of the necessary category and select the Add ringtone option.

Once your own ringtones are added, you can go to the VoIP Settings -> Numbers page and set up individual ringtones for each virtual number separately. To remove a ringtone, click the Actions icon to the right of the audio record you don't need and select the Delete ringtone option.

To start accepting and making calls,

1. Click the VoIP icon on the top of the page. The VoIP client opens in a new window.
2. Choose the Online status next to your name.

The Browser option is selected by default, and currently, it is the only available option in the drop-down list, so you don't need to do anything else. Now you are ready to accept incoming calls.

If you receive an incoming call, you can Answer or Reject it using the corresponding buttons within the VoIP window.

If a person whose phone number is stored in your CRM customer base calls you, the contact name is displayed in this window. You can click it to open the customer profile in a new browser tab and easily find all the necessary information about the client that can be useful during the phone conversation.

To end the call, click the Disconnect button.

The button in the VoIP window allows to view the list of missed calls during the current session. If you want to call back to the person who called you, move the mouse cursor over the missed call icon in the list so that it turns into the icon and click it.

The operators who have been granted sufficient permissions can make outgoing calls. To make a call,

1. Click the button to open the dial pad.
   
2. Click the icon to open the list of all existing CRM contacts. To facilitate searching for a contact, you can enter the contact name, entirely or partially, in the search field above the contact list. Select the necessary CRM contact from the list.
   Alternatively, you can right-click the necessary contact in the complete list of Companies/Persons on the Contacts tab and choose the Make a VoIP call option in the context menu. Currently, you cannot call a contact from his/her profile page.

   The selected contact phone number will be displayed in the corresponding field.

   

   If the contact profile contains several phone numbers (mobile, work, home), click the arrow in the right part of the phone number field to choose the necessary number. To remove the number, click the icon.

   To call to the number that is not stored in your customer base, select the country code from the list and enter the phone number using the keypad or your PC keyboard.

3. Click the Call button.

If you call a contact stored in the CRM module, the link to the contact profile is displayed in this window, so that you can open the profile in a new browser tab.

All the calls are displayed in the Calls section. Click the Calls link on the left-side panel to open the call list. It provides the following information about calls: date and time, agent (operator name), client (customer name stored in the CRM base), call duration and cost.

The calls can be easily distinguished by type:

• - answered
• - missed
• - outgoing

If a call has been recorded, click the icon to playback the recording.

When someone leaves a voicemail message, the link to the voicemail recording stored in your Twilio account appears in the Calls section. You can listen to the voicemail message right from the Calls page or go to your Twilio account to check all the voicemail recordings.

To easily find necessary call, you can use the filter field on the top and filter calls by type, caller (operator name) or date.

Calls can be sorted by date, duration and cost selecting the necessary parameter from the list to the right. Click the icon to change the sorting order.

If you make a call to a new number that is not stored in the CRM contacts or if you receive a call from such a number, this number will be automatically saved to your CRM contacts as a new contact.

The phone number and the call date and time are specified as the contact first and last name. This phone number is also saved to the contact information. The operator who received or made the call is appointed as the contact manager.

You can edit the automatically saved contact by specifying the necessary data or merging it with an already existing contact. Go to the contact profile, click the Actions icon to the right of the contact name and use the Edit person option to change the contact name and specify some other information, or select the This is a duplicate option to merge this contact with another one.

A new Outgoing or Incoming call event is also automatically added to the history for this contact with the indication of the call duration and operator's name.

You can also add your notes about the call to the contact history manually. Select an event type from the list, set its date, add a description and click the Add This Event button.