Voiptime Cloud solution has versatile built-in features for outbound calling: WebRTC phone and SIP provider integration.
To receive inbound or campaign calls, the team members must select the corresponding team from the dropdown list and set the status Ready.
Inbound call appears in the system as a yellow panel at the top of the screen. The panel displays the name of the lead (if the number is saved) or the client phone number (if the number is unknown). Also, it indicates which inbound line the call came to.
To pick up the phone, click ANSWER; to end conversation, click a red END button.
If Ringing time is over and the first operator didn’t manage to pick up on time, a client stays in the queue, and the call is transferred to the next free operator.
Once the call is taken, the panel turns green and the operator goes into Talking status. The call panel has the following buttons: Volume, Mute Mic, Transfer, Hold, IVR, and End Call button. There is also Add contact button if the received call was made from unknown number.
After the end of the call, operator goes into Working status, during which one can finish editing the client card.
During inbound call, it is possible to transfer call to the other free operator. To do this:
Also, it is possible to transfer call to an external number:
All the call flow is displayed in call report.
To make a call click on the green phone icon next to a phone number. The number will be dialed automatically.
To make the call to the phone number not saved in the CRM click on the green phone button on the bottom of the sidebar to open the softphone. Enter the number you want to dial.
If you create a call campaign, the system will dial the phone numbers and transfers calls to your agents.
The agent is connected with live persons only, he don't need to click Answer button to start the call.