Introduction

The "Click-To-Call" function within LoftyWorks will allow users to call contacts directly from their contact profiles easily. For this feature to work, the user must have a Call Package associated with their account. For more information on getting a Call Package added, please see this article: How to add a call or text package to your CRM.(link)

Summary

• Call from Contacts Page
• Call from the Contact Profile
• Call Process
  • Calling in Bridge Mode
  • Calling in VOIP Mode
• Best Practices

Call from Contacts Page

The most accessible option is to navigate to the Contacts page and then click on the "phone" icon in the "Communications" column. This will allow you to trigger a phone call directly to that contact.

Call from the Contact Profile

1. Navigate to a contact profile by going to the Contacts page and clicking on a name or by searching for the contact using the search bar at the top-right.
2. Click on the green "Call" button in the top-left. If there is more than one number, you can click the drop-down arrow to select the number you would like to call first.

Call Process

Calling in Bridge Mode

When calling in Bridge Mode, the system will first call the number you saved in Settings > Communication > Call & Text > Info & Settings > Outbound Call Type and then connect you to the contact's number you are calling. In other words, the system will call you first at the Bridge Number, and then it will call the contact's number.

Once the call has started, a call panel will appear on the right side. You can click the minimise option in the top-right to minimise the panel if needed. Here you will see the contact's name, number, and call status. Below, you will see notes on all of the sections visible in the call panel.

• (A) Outcome:
  • Talked - Call connected successfully and you spoke to the contact
  • Voice Message - Left a voice message
  • No Answer - The contact did not answer the call
  • Bad Number – Invalid number
  • DNC Number - Do Not Call number
  • DNC Contact - Do Not Call contacts
• (B) Note. You can add a note for this phone call with any important information you want to save for later. You can edit/add this note later if necessary.
• (C) Send a Text. You can send a text during the call by typing in the message or clicking Select Template to choose a saved text template.
• (D) New Appointment. This will add a task to your Google Calendar (if integrated) and will also send out an external invite to the contact at their email address.
• (E) Add a Task. This is an internal task for you to remember to follow up, etc.
• (F) Leave a Voice Message. You can choose to drop a pre-recorded voice message with this option so that you can continue calling additional contacts without delay.

Once you click the End Call icon, the Call Result window will appear. Here you can view call details, call recordings, call outcomes, notes, texts, appointments, and tasks. You can change call outcomes after the call as well as send additional text messages and add new tasks and appointments.

Before you save the Call Result please rate the quality of the call so that we can work on improving things if necessary.

After you click Save you can view the Call Result on the contact's timeline. You can listen to the recorded call if the feature is turned on as well as make any additional notes if so desired.

Calling in VOIP Mode

The calling mode can be switched freely between Bridge and VOIP before each call is made. VOIP can be set by navigating to Settings > Communication > Call & Text > Info & Settings > Outbound Call Type.

Calling over VOIP Mode is the same as calling over Bridge Mode; however, the call will connect directly via your browser, rather than connecting to your bridge number first. VOIP is currently only available for outbound calls. All inbound calls will still ring to the number provided under Incoming Call Type.

VOIP Mode calls are made through the browser, so an internet connection is required. If the internet connection is weak, we recommend switching to Bridge Mode before making a call. While you can navigate around the CRM without disrupting the call, if the browser is refreshed or closed during a VOIP call, the call will be disconnected.

The Audio Settings are available to set the microphone and speakers when calling over VOIP mode. The microphone and speakers can be changed mid-call, without disruption.

Best Practices

There are advantages and disadvantages to both Bridge and VOIP calling modes. Please use the chart below to help you decide which mode is best for you.

Remember, you can change the calling mode before each call. As long as you have a stable internet connection, we recommend utilising VOIP mode.

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.