Table of Contents
Overview
With Twilio integration, members can not only record inbound calls, but they can also record outbound calls. Giving you the option to playback those conversations if needed. Use the information in this article to utilize outbound calls.
Prerequisites
Before you can use outbound calls in FieldEdge, you'll need to make sure you have met the required prerequisites listed below.
1. Twilio Registration: Members will need to make sure that their information is registered within the system. If the red banner indicating incomplete registration is present in your database, the feature may not function as intended.
- Note: This is only required if you intend on sending text messages through your Call Leads.
2. Recording Outbound Calls: If you wish to record outbound calls, this feature can be enabled by FieldEdge. Speak with a FieldEdge agent to assist you in enabling this feature and configuring your recording preferences.
- Note: If you are a FieldEdge Elite member, this feature will be enabled by default and you should not need to make any adjustments.
3. Caller ID Masking: Outbound calls automatically mask the user's phone number and instead use Twilio's number associated with the setup. This will ensure privacy and security during customer interactions.
Setup
When you have met all the prerequisites for outbound calling, the next step will be to complete the setup within FieldEdge. Follow the steps below to ensure you have configured everything properly.
1. First, navigate to Settings and click on Employees to enter the employee management section.
2. Next, choose the desired employee for whom you want to set up the office line number.
3. Under the Accessibility section, locate the User Call Number field under the Phone section.
4. Now, enter the employee's office line number into the Phone field.
- Note: This should be the number for that employee's desk or phone extension.
5. Once the office line number is entered, click on the Update button located at the top right corner of the screen. This will update and save your changes. Repeat these steps for any additional employees you need to set up.
6. Next, Click Settings, and under the Company section, choose Lead Source.
7. Now, select the Lead Source that will be used to place the outbound calls.
8. Under Outbound Functionality, check the box to use this Lead Source as the one for outbound calls and SMS texts, if you're also utilizing SMS texting.
- Note: This Call Lead number will be marked to be used for outbound calls.
Usage
After completing the setup, you are now ready to make outbound calls using the specified office line number. Follow the information below to start making outbound calls.
1. Initiating Calls: Click on the blue phone number or the phone icon to trigger FieldEdge to dial the previously entered line number.
2. Connecting with Customers: FieldEdge will automatically dial the office line number for the current user, and establish a call with the intended customer.
3. Outbound Calls in the Timeline: These calls will appear in the timeline with their recording and can be downloaded or deleted by users with proper permissions.
That should give you all the information needed to utilize outbound calls. If you have any questions, reach out to our support team for assistance.
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