One of the best things you can do with your CRM is manage customer interactions with internal calls. However, due to the numerous features related to calls, you may need to adjust your settings slightly to ensure their development is tailored to your business. Let’s check how!

Accessing Voice Calls #

Head to your subaccount settings. Navigate to the Voice tab within the Phone System section to manage the related settings.

Call Recording & Transcription #

Call Recording #

This section lets you manage the storage for all recorded calls. Toggle “Automatically Delete Older Recordings?” to set a time to remove the call logs. If previously enabled, you can click the pencil icon to modify the time.

Call Transcription #

The Call Transcription section helps you collect additional information on your voice calls. In this section, you can enable automatically generated transcriptions for all recorded calls.

Other Settings #

Inbound Calls #

This section helps you manage the settings of calls you’re receiving. The available options are:

• Forward calls: To redirect the calls to your business phone number when a forwarding number and the assigned user’s phone number are not configured.
• Ring to user: This option will notify the user who is assigned to the number that was dialed, even if the caller was assigned to a different user previously.
• Allow private calls: Enabling this will allow you to receive incoming calls from hidden (private/anonymous) numbers. They would be automatically saved as “Private caller”, with a “private phone number” tag for easy identification.

Outbound Call #

This section helps you manage the settings of calls you’re making to contacts.

• You can check the “Connect me after the recording message” to avoid the call recording message, connecting your leads only after they’ve heard the call recording message.
• Enabling the “Avoid calling people during quiet hours” option will give you a warning whenever you call a contact before 8 am or after 9 pm in their local time zone.

Use the “Default Phone Number for Outbound Calls” to select which number should be used when making a call to a customer. You can select:

• Local Presence Dialing: which uses a phone number local to the contact based on their area code.
• Prefer phone number assigned to user: to use the phone number selected as the logged-in user’s assigned CRM number.
• Prefer default phone number: to use the sub-account’s designated default number.

These settings will help you greatly to improve your calling experience, ensuring smooth conversations, satisfied customers, and reliable results.

Frequently Asked Questions #

Where do I find the Voice Calls settings? #

Go to your subaccount settings and navigate to the Voice tab within the Phone System section.

How do I enable call transcription? #

In the Call Transcription section of the Voice tab, enable automatically generated transcriptions for all recorded calls.

What does the Ring to user option do? #

It notifies the user assigned to the number that was dialed, even if the caller was previously assigned to a different user.

How are private or anonymous callers handled? #

If you enable Allow private calls, you can receive incoming calls from hidden numbers. They are saved as a private caller and labeled with a “private phone number” tag for easy identification.

What is Local Presence Dialing? #

Local Presence Dialing uses a phone number local to the contact based on their area code when making outbound calls, which can improve answer rates.

What does the quiet hours warning do? #

Enabling “Avoid calling people during quiet hours” gives you a warning whenever you call a contact before 8 am or after 9 pm in their local time zone.