Number Name:
The internal designation given to a phone number can be based on its purpose (such as "main marketing number") or named after a specific employee assigned to the number.
Forwarding Number:
The designated phone number to which incoming calls are made to the newly acquired number should be redirected (when someone calls the purchased number, the call will be forwarded to the specified number).
Pass Called Number As Caller ID:
By default, when this option is unchecked, the Caller ID will display the incoming caller's phone number. However, if this option is checked, the system will display the recently purchased number as the Caller ID. This feature can be useful for easily identifying calls from a specific sub-account.
Enable Call Connect:
If this option is not selected, incoming calls will connect immediately when answered. However, if this option is selected, a whisper message will be played, prompting the recipient to press a button on their phone to accept the incoming call.
Reasons to activate this feature:
Automating call statuses within the CRM allows you to differentiate between connected and unanswered calls. This functionality allows for powerful actions like the Missed-Call Text-Back, such as automatically sending a text message in response to unanswered calls. Enabling this feature is recommended to determine if a call is connected accurately. Otherwise, the system may mistake voicemail recordings for human interactions, leading to inaccurate categorization.
Whisper Message:
The message is played to the person answering the call when the Call Connect feature is enabled. This message typically includes information such as "HighLevel call" or "Call from your agency name, press a key," serving as a notification that the call originates from the system and requires keypress confirmation to connect.
Call Recording:
Enabling call recording provides a powerful feature where calls are recorded and published in the conversation stream of each contact alongside emails, text messages, social media messages, etc. It's important to note that if call recording is activated, many states require a whisper message to be included, such as "this call will be recorded for quality purposes," to inform the caller about the recording.
Call Timeouts
Inbound timeout:
The duration (in seconds) that the system allows an inbound call to ring before terminating it or redirecting it to a voicemail, a personal, or a pre-recorded voicemail within the CRM.
Scenario 1: If you want the caller to reach your cellphone voicemail, you can leave this field empty or set it to 60 seconds.
Scenario 2: If you want the phone to ring but have the caller reach a pre-recorded voicemail set within the CRM, you can select the inbound call timeout to around 20 seconds or slightly more. Setting a shorter timeout ensures that the call doesn't ring long, preventing it from reaching your personal voicemail recording.
Scenario 3: If you want inbound calls to go directly to the pre-recorded voicemail within the CRM, you can set the inbound call timeout to 1-4 seconds. This ensures that the voicemail uploaded (in MP3/WAV format) within the Business Info tab or the assigned users' profile settings is utilized. In this case, ensuring that the appropriate voicemail is uploaded is essential.
Outbound timeout:
The duration (in seconds) that the system allows an outbound call to ring before terminating the call. Setting a shorter outbound timeout, around 30 seconds or slightly less, reduces the likelihood of reaching the customer's or lead's voicemail. This setting is helpful for voicemail drop campaigns or when agents have extensive contact lists and prefer to connect only with readily available leads.
If the Inbound or Outbound call timeout field is left blank, the system's default behaviour is to set the timeout to 60 seconds for both scenarios.