Be sure to also check out the Telephony feature's main page.
Q: Is the Telephony feature available in all platforms?
A: It is available in the LineLeader Enroll platform.
Q: How much does this feature cost to turn on? How much will it cost per month to use?
A: Nothing. Telephony is a free service!
Q: Can I turn off my regular telephone service and use this service instead?
A: No. The Telephony feature acquires a new phone number for you to use for sending texts and sending/receiving calls that you want to record. Making recorded outbound calls still requires you to have regular phone service. And if you ever want to be able to answer an inbound call made to the new phone number, you need to have it forward to your location phone number.
Q: How do I get the new phone number / set up this service / forward calls to my location phone number?
A: Click the blue "Get a CRM System Phone Number" button found on Settings > Organization Info > [EDIT] a location. Make sure the "Forward calls..." toggle is enabled (or disabled, if you don't want calls to your new phone number to ever be answered by staff). Decide if you want your variable templates to use the location phone number or the new phone number. Click PROCEED.
Q: What happens when a call is received from a phone that is not associated with any guardian in my system?
A: It creates a pending family.
Q: When a call creates a pending family, what information shows up on the Pending Family table?
A: Just the phone number and the call recording.
Q: Is this a voice mail system?
A: If call forwarding is not enabled, calls to the CRM System Phone Number will not be able to be answered; all such calls will be answered by the computer and any message the caller leaves will be recorded.
A: If call forwarding is enabled, the computer will NEVER answer the phone. Instead, a recording will be made if an inbound call is answered by staff or an answering system, or if an outbound call is answered by an person or answering machine/voice mail. If a call never connects with man or machine, there will be no recording.
Q: Can I create new workflows with phone calls as triggers?
A: Not at this time.
Q: Will my texts with families all stay in a single text thread on cell phones?
A: Yes.
Q: Do I have to update my email and text templates with this new phone number?
A: If you do not want anyone to call your CRM System Phone Number, you do not have to change anything. (You would do this if you do not want to record calls but do want your texts to all originate from the same number.)
A: If you want to record inbound calls, you will need to make sure the CRM System Phone Number is used in your templates:
Option 1: If you are using template variable tags, make sure Call Forwarding is enabled and {{ LocationPhone }} is set to use the CRM System Phone Number (on Settings > Organization Info > [Edit] a location) and make sure your templates are using the {{ LocationPhone }} variable tag.
Option 2: If you've typed out your location phone number in your templates, make sure Call Forwarding is enabled (on Settings > Organization Info > [Edit] a location) and then replace your location phone number with the CRM System Phone Number.
Q: How will this impact my phone calls with vendors or non-guardians?
A: If you give your location phone number to your vendors and other non-guardians, their calls will not be recorded--the new feature doesn't work with your original location phone number. If they call the CRM System Phone Number, the call will be recorded and appear as a Pending Family. Simply reject it.
Q: Can I use click-to-call if I have call forwarding turned off?
A: Yes.
Q: How do I use click-to-call?
A: Click the "Call" icon next to the primary guardian, secondary guardian or additional contact. After several seconds, the CRM system will call your location phone number. Answer it. The CRM system will then call the guardian or additional contact while you wait. You'll hear their phone ring, just like if you'd called them regularly. When they answer, an automated voice will say, "This call may be recorded for quality purposes" and then you can proceed with the call like normal.
After you hang up, the call recording will appear on the Family Hub's "Communications" tab.
Q: What if the location has multiple lines?
A: Nothing about this feature changes whether the location has one line or several lines.
Q: Can I change the CRM System Phone Number?
A: Not at this time.
Q: What if I want to stop using this feature?
A: Simply go back to giving people the location phone number, and call people using your location phone rather than click-to-call. Nothing about this feature changes your regular telephone system. (We advise not terminating the phone number altogether because if someone uses the CRM System Phone Number you don't want to miss that call. If you would prefer to miss such calls and completely turn off Telephony, contact Customer Support and ask for a service request to turn off Telephony for your location.)