Step 2: Adding telephony users and configuring outbound calling

1. Telephony Plan Details: This is where you manage credits and storage. You can:
   
1. Purchase additional credits and set up auto-recharge
   
2. Access credit usage analytics
   
3. View the history of your credit purchases
   
4. View recording storage usage and manage your storage plan (for your call recordings)
   
2. Phone Numbers: This tab holds the list of all your purchased numbers. You can add and delete phone numbers and associate them to call flows from here.
   
3. Call Flows: A call flow is the process through which an incoming call is handled. The Call Flows tab will list all such flows configured for your organization. You can create, modify, and delete call flows from here.
   
4. Telephony Users: All the CRM users who need to use the Telephony service can be managed here. You can add and remove telephony users. You'll also be able to filter them by telephony groups (collections of telephony users).
   
5. Telephony Groups: You can group your telephony users into groups to make it easier to route incoming calls to the right person. This is the tab where you manage such groups.
   
6. Calls History: All the incoming, outgoing, and missed calls will be listed here. You can download this list as a csv file.
   

Note: If you do not want to display the phone number during an outgoing call, you can mask the number using a custom caller ID so that if the prospect or customer calls you back, they will be redirected to the dedicated support number.

To add a telephony user

1. In the Built-In Telephony page, click the Telephony Users tab.
   
2. Click Add User.
   
   
   
   
3. In the Create Telephony User popup, select the User.
   
   
4. If you want to add this user to a Telephony Group, you can select the group from the dropdown list.
   
5. If you want the user to be able to make outbound calls, select the Allow to make outgoing calls checkbox.
   
6. If you want to record calls made by this user, select the Record outgoing calls made by this user checkbox.
   
7. Select the Outgoing caller IDs that must be available for this user.
   
8. If you want to allow the user to add custom caller IDs, select the Allow to add custom outgoing caller IDs checkbox.
   
9. Click Save.
   

You've successfully added the first telephony user in the CRM! Repeat the same set of steps for other users.

Step 3: Setting up incoming call routing

When a call is received in a number, it is automatically routed to the right person on your team based on its associated call flow. Call flows are powerful as they help you route incoming calls through well designed routes that minimize hold times, add layers of self-service using IVRs, make announcements, queue customers, and so on. To learn more about call flows, see Call Flows in Built-in Telephony.

If a number is not associated with a call flow, incoming calls will be rejected for that number.

To create a call flow

1. In the Built-In Telephony page, click the Call Flows tab.
   
2. Click Create Call Flow.
   
   
   
   
3. In the Create Call Flow popup, enter the Name for the flow and add a Description.
   
   
4. Select the Associated Phone Numbers from the dropdown list. Calls coming in to these numbers will adhere to the process you establish for this flow.
   
5. Click Next.
   
6. You are now in the Call Flow builder. This is where you design the routes your incoming call should take.
   
   
   
   
7. Drag and drop the required states from the left pane, configure them, and connect them. To learn more about the available states, see: States in call flows.
   
   
8. Click Publish.
   

The flow is now enabled for the associated numbers.

Note

1. You can save the flow as a draft by clicking the Save as Draft button.
   
   
2. If you've already published a flow, you can compare the draft with the published version by selecting their respective tabs in the Call Flow builder.
   
   
   
   
3. To deactivate the flow, toggle the Status in the Calls Flow tab.