Overview
Enroll’s Telephony feature gives many benefits to customers who enable it:
Text messages always come from a single, dedicated phone number; guardians no longer have single conversations being split from different “Sent from” phone numbers.
Calls placed to that dedicated phone number can be recorded¹. (This can be disabled in Settings.)
Calls can be placed from the dedicated phone number via Click to Call¹, making them recorded as well. (If this is not desired, avoid using the Click to Call feature.)
Calls placed to the dedicated phone number can be forwarded to your main Location Phone Number or automatically saved as voice mail. (This is determined in Settings.)
¹The benefit to recording calls is that (if they’re from/to a guardian in your system) the recording gets saved to the respective Family Hub, making the Family Hub the one source of truth for all communications you’ve had with that family.
FAQ
Q: Is there a cost associated with this service?
A: No.
Q: I have multiple centers. Do I get one dedicated number for all my centers or one per center?
A: One per center.
Q: If I do not forward calls to my location phone number, can I control the voice mail message?
A: Yes. It’s controlled in Settings. See below.
Q: If I do forward calls to my location phone number and nobody picks up, will the Telephony voice mail pick up or will my location’s voice mail pick up?
A: The location’s voice mail will pick up.
Q: How do I access Enroll voice mail?
A: 1) Calls will appear in the “Pending Families & Messages” section of the Action Dashboard. 2) Calls will also appear in a new “Call Recordings” tab in the Inbox. 3) Calls from 1) and 2) can be archived but calls with guardians will always be accessible on the Family Hub in the “Calls” section of the Family Hub’s Communications tab.
Q: How does Enroll know to save a given call with a given Family Hub?
A: Enroll collects the phone number from the caller ID and searches for it among your guardians’ phone numbers. If it finds a match, it adds the call to that guardians’ Family Hub.
Q: What happens if the caller ID isn’t from one of the guardians’ phone numbers in my system?
A: The recording will still appear on the Action Dashboard and Inbox. The Action Dashboard will allow you to easily create a new family from the recording if desired.
Q: Can I have two dedicated phone numbers for one system?
A: Sorry, no.
Q: Do I get to pick my dedicated phone number?
A: Unfortunately, that is not possible.
Q: Will the number have a local area code?
A: If any are available, yes. You will be assigned the same area code as your Location Phone Number if any are available. If none are available, then available numbers are searched for using other area codes within your city, and failing that, within your region. It is very unlikely that there are no available numbers anywhere within your region, but if that happens, an available number from an area code within your state will be assigned.
Q: What about Message Templates? There’s a variable tag called “{{ LocationPhone }}”. Will that use the dedicated phone number or my location phone number?
A: You can choose which number it uses in Settings.
If you have any questions not answered above (and not covered below), please reach out to your support team. (There are several ways to do that which vary by location; you can learn what they are by clicking the “i" icon next to your name in the top left of Enroll.)
Applying for Dedicated Phone Numbers
There are a lot of government regulations around obtaining numbers for your business, to help prevent fraudulent use and scamming.
In the United States, the third-party service provider who provides dedicated phone numbers requires customers to have the Communication Types feature enabled to comply with FCC regulations. If you are in the US and it’s not already enabled, enable the Communication Types feature.
On Settings > Organization Info, click the “Edit” button in the top right.
Click to expand the “Account Information” section.
Fill out all the fields in this section. IMPORTANT: Every field needs to be completed with accurate information.
Click the “Apply For CRM System Phone Number(s)”.
If you already have active text communications with guardians, you will be able to continue texting with them during the application process.
The third-party provider will receive your application, review it for accuracy, and usually within several days but occasionally within a few weeks, they will process your application and then assign CRM System Phone Numbers to each of your locations.
If your application is rejected, an email will be sent from “Twilio” to your CRM Administrator and to LineLeader Support indicating the reason why. A message will also appear above the “Apply For CRM System Phone Number(s)” button.
If your application is approved:
An email will be sent to your CRM Administrator and to LineLeader Support
The “Apply For CRM System Phone Number(s)” button will be greyed out
The Edit Location window on every location (from Settings > Organization Info > Location Information > Edit) will have a CRM System Phone field underneath the Location Phone field.
Common Reasons for Application Rejection
Communication Types is disabled.
The data under the Account Information section on the Edit Organization Information window is incorrect, most often:
The Legal Business Name doesn’t exactly match the corporate formation documents submitted to the government
The business ID number (named differently in different countries, it’s the field right under Legal Business Name) has the wrong number
The company’s address doesn’t match what’s listed in government records
The Billing Contact and Sales Contact aren’t discoverable on the internet as being associated with the company
The example web page that’s submitted with the application doesn’t clearly indicate your business purposes. The web page that’s submitted is the “Web” landing page type that’s closest to the top of the Automation > Landing Pages able. It needs to:
Include your company’s name and logo
Clearly indicate the line of work you are engaged in (i.e. “childcare”)
Clearly indicate what the consequences are for the person filling out the form (e.g. “Fill out this form to learn more about enrolling your child in our childcare services”).
Have two check boxes for opting into text messaging (which happens automatically if Communication Types is enabled).
Settings
Once your application is approved, click Settings > Organization Info > Location Information > Edit for each location and adjust the Telephony settings as desired. They will appear just underneath the Location Phone.
After that, your Telephony system is set up and ready for use!
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!