How does the new Telephony feature help users?
This feature will...
1) Permit recording of both answered and unanswered inbound calls:
If matched to an existing family, it will attach the recording to that family.
If unmatched, it will automatically create a pending family in the Location Dashboard.
2) Record outbound calls when desired and attach those to the family as well.
3) Makes texts from a given location all originate from one number.
In short, this new feature ensures that new leads are never missed because a post-it note goes missing, guardians no longer see messages from multiple numbers, and all communications (whether Facebook, email, text, or phone) get recorded on the Family Hub for easy review and complete record-keeping!
Who can access this feature?
Every customer on the LineLeader Enroll platform can access this feature at no setup cost and no recurring cost.
The feature does need to be enabled. Enabling is done by location. See below.
How is Telephony used?
Broadly speaking, each location will obtain a dedicated phone number called a “CRM System Phone Number”. This is a very quick and easy manual process. Once that is done:
All texts sent to guardians from the CRM system will come from the CRM System Phone Number.
Inbound calls placed to the CRM System Phone Number can be forwarded to the location’s phone number.
Inbound calls to the CRM System Phone Number will be recorded by the CRM.
If the inbound call's caller ID matches a primary or secondary guardian, the call will be saved to that family’s Family Hub page.
If the inbound caller's caller ID does not match, a Pending Family will be created; if accepted, the recording will be found on the new family’s Family Hub.
Click-to-call functionality will be present, enabling you to place and record outbound calls to guardians. This will cause your CRM system to first ring the location’s phone number and then call the guardian, completing the call.
Calls to or from the original location phone number will NOT be recorded by the CRM system and are completely unaffected by this feature.
How does a customer use this feature?
INITIAL SETUP
Step 1: Click Settings > Organization Info > [EDIT] (in the top right of the screen, above the corporate information).
Step 2: Click the "+" icon next to "Account Information".
Step 3: Enter the Business Registration ID and Legal Business Name. These must exactly match the information registered with the state government where the company is registered.
Step 4: Click Save.
(The above only needs to be done once. The following needs to be done for each location.)
Step 5: Click Settings > Organization Info > [EDIT] a location.
Step 6: Click the “Get a CRM System Phone Number” button, located under the Location Phone number.
Step 7: Decide whether you want calls placed to the system number forwarded to the location’s phone number. (We recommend forwarding calls. If call forwarding is disabled, calls to the CRM Phone Number will always be answered by the computer and recorded.)
Step 8: Decide if you want text and email templates to give guardians the location phone number or the new system number.
Step 9: Click PROCEED.
Thereafter, the Edit Location modal will show the selections made in steps 3 and 4, so those settings can be changed at any time.
ANSWERING A CALL
This feature will not impact calls made to the location’s phone number in any way.
If call forwarding has been enabled, calling the system number will cause the location’s phone to ring like normal. Staff should answer the phone like normal--staff and customer will hear a brief “For quality purposes, calls may be recorded” message and then they can talk like normal.
UNANSWERED CALLS
This feature will not impact calls made to the location’s phone number in any way.
Calls to the system number will be recorded; if the call is unanswered, any voice mail message will be recorded by the location’s voice mail system AND will be recorded in the CRM system.
PLACING A CALL
This feature will not impact calls made from the location’s phone system in any way.
To place a call using this feature (so that the call gets recorded):
Step 1: Click the “Start Call” icon for the Primary Guardian, Secondary Guardian, or Additional Contact.
Step 2: A modal will appear describing the rest of the process below. Click PROCEED.
Step 3: The CRM system will ring the location’s phone; answer the call.
Step 4: The CRM system will then ring the person’s phone. When they answer, a brief “For quality purposes, this call may be recorded” message will play and then the call can proceed like normal.
CALLS RECEIVED FROM IDENTIFIED CALLERS
When a call is made to the CRM System Phone Number, while the phone is ringing, the system looks to see if the caller ID number is from a primary or secondary guardian's phone number. If the caller’s phone is identified (whether the call is answered or not), the resulting call recording can be found in two places:
The Family Hub, on the Communications tab, under the Emails table. Users can replay the message whenever they like:
The Inbox, on the Call Recordings tab. Controls include “Play”, “Mark as Listened/Unlistened”, “Archive” and “Open Family”.
CALLS RECEIVED FROM UNIDENTIFIED CALLERS
If a caller’s phone number isn’t found among the primary or secondary guardians, the call recording creates a Pending Family and can be found on the Pending Families tab in the Location Dashboard.
Note: Hovering your mouse over the "Pending Family" type will display the phone number that called.
Calls that aren't from a guardian can be rejected.
Users can open the Play Call Recording controller (which allows you to pause and replay recordings) and then click New Family to open the Add Family window. Both controls can be used at once so a new family can be entered while listening to and pausing the phone recording--whether the phone was answered or went to voice mail.
Want more information about this exciting new feature? Check out our FAQ!