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Managing Calls

Posted
Updated
ByNathaniel McRoberts

View Incoming Calls

To view incoming calls from the contact you can view them on the “Incoming Calls” page. You can get to this page by clicking the “Incoming Calls” option underneath the HQS CRM section.
You can also get to the “Incoming Calls” screen by clicking on the phone icon on the upper right of the main views. The number above the icon tells you how many incoming calls you currently have that you have not processed yet.
Clicking either of these buttons will take you to the Incoming Calls view which looks like below:
This view shows all incoming calls that have not been handled yet, whether you have answered them or they left a voicemail or not.
The columns show the name of the person who called, whether they are a lead or contact, the date/time that the call was made, and any voicemail that they left.
The phone icon will allow you to call back the person and it will bring up the pop-up for starting a call.

Call Back

The phone icon Phone Iconwill allow you to call back the person and it will bring up the pop-up for starting a call. For more detail on making a call click here.

Listen to voicemail

If the caller has left a voicemail, then you can listen to it by using the tool under the Voicemail column.
If the caller has left a voicemail, then you can listen to it by using the tool under the Voicemail column.

Searching

If you have a lot of calls in the list and you would like to find a specific one, you can search for it by typing in the first few characters of what you want to search for into the search box on the upper right of the list. The results will automatically filter as you type.

Create Call Log (From Incoming Calls)

If you click the Create Call Log button, then you will be taken to the call log dialog to enter information about the call.
On this screen you can select from one of three call statuses: No Answer, Success, or Left Voicemail.
 
You will also need to enter some notes related to the call as this is a required field.
 

Once you are done, click the Save Call Log button and then the call will be removed from the list and a call log will be created for this call and can be viewed on the Lead detail screen under the Calls tab for the related Lead.

 

If you were successful with creating the call log then the dialog below will show at the top of the browser window.

If you close the window before you click Save then you will lose the information you have entered and the call will still show in the list.

View Call History

To view a history of all Calls in relation to a specific Lead or Contact you go to the Calls Tab in their respective detail view.

You can see each call log ordered with the most recent at the top to the oldest at the bottom.

 

Note: New calls that come in first go to the Incoming Call Page and not the Call Log. Once the Create Call Log Button is pressed on the Incoming Call then it will show up here.

Filtering

You can filter the call log by clicking on the funnel icon in the upper left of the Calls Tab which will pop-down another section to enter your filter criteria.
Whom You Called – There are 3 options in this field: Agents, Contacts, and Phone Number
 
  • Agents – You can select to filter by the calls sent by the agent associated with lead/contact.
  • Contacts – You can select to filter by the calls sent by the contact associated with the lead/contact.
  • Phone Number – You can type in your own phone number to filter the list to show only calls that match that phone number.

Start/End Date – Specify a start and end date to filter the list by any call that was sent in that date range.

 

Call Status – Select to choose to filter to show calls with a status of either “No Answer“, “Success“, “Left Voicemail“.

 

Search – Type in a word or part of a word to search for that word in either the sender, date/time, number, or status of the call.

 

Once you have entered your filter parameters then you click the “Apply Filters” button to filter the list.

 

If you want to start over or want to see the full list again, click the “Clear Filters” button.

Create Call Log (From Calls Tab)

Call Date – Select the date that the call was made

Other Notes

The number that the call is sent from is whatever phone number is set up for the current user that is logged in. This is set up in the backend in the Users record. 

 
This number must match a number that is set up in Twilio in order for the outgoing calls to work. For more information about how to set up a number in Twilio click here.
You will also see this phone number in the upper left of the main screens.
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