Place and take calls in your browser

Once your organization has connected Twilio, you can call contacts and answer calls right from ContactRoll in your browser. Every call is kept on the person's record.

Before your first call

• Use a browser with a microphone, and allow the microphone for ContactRoll when the browser asks. On a Mac, also allow it for the browser itself in System Settings, Privacy & Security, Microphone.
• Calls travel on WebRTC. If a browser extension controls WebRTC, turn it off for ContactRoll, or call from a window with no extensions, such as Chrome's Incognito window.

Place a call

Placing a call needs Place calls, which the Owner, Administrator, Supervisor, Agent and Sales roles hold. Press a person's phone number in any of these places:

• under a contact's Phone numbers;
• on the requester card of a case (the call goes on that case too);
• beside a deal's contacts (the call goes on that deal);
• in Search, on a contact found by their number.

ContactRoll calls numbers kept on the person. To call a new number, add it to them first.

The call bar

The bar at the top of the page follows the call:

• "Starting…", then "Connecting the call…" while it waits for Twilio;
• "Ringing…" once the other phone rings;
• "In the call · 0:42", with " · muted" added while you are muted;
• "The call has ended · 0:42".

Use Mute or Unmute, and Hang up. Once the person answers, you can also hold and transfer the call. When calls are recorded, the bar says so, and the person hears "This call is being recorded." when they answer. You can have one call up at a time.

Say how the call went

When the call ends, the bar asks How did it go? Choose an outcome (Connected, Left voicemail, No answer, Busy, Wrong number or Callback requested) and add Notes if you like. Notes are internal and stay with your team. Then press Save to their record. The call's time and length come from Twilio.

Dismiss without saving leaves the call on the record as "placed, not described", with its length and no outcome.

Log a call made on another phone

Log a call is on a contact's page, on a case under the requester card, and in a deal's or a company's Calls. Fill in:

• With: who the call was with;
• Direction: outgoing or incoming;
• Number: one of the person's numbers, or Another number… (Save this number on … adds it to them);
• When: now, or press It was earlier to pick a time;
• How long (optional): minutes, or minutes and seconds such as 5:30;
• Outcome, and Notes — internal.

Press Log the call. For a call whose outcome is Callback requested, Add task: Call back … makes a task due the next business morning.

Take calls

Taking calls needs Take the calls that come in, which the Owner, Administrator, Supervisor, Agent and Sales roles hold.

• At the top of any page, press Not taking calls. It reads Connecting… while your browser registers with Twilio, then Taking calls.
• Keep a ContactRoll page open while you take calls. Your browser checks in every minute.
• Calls ring you for the call groups you are in, during the hours the number's setup gives, whenever you are free.

When a call rings, the card shows "Incoming call ·" and the group, and who is calling: the contact's name, a company and the number, or the number alone. It also says when the caller already has an open case. Press Answer to take it, or Decline to stop it ringing for you while it keeps ringing for others. Once answered, the strip shows "In a call with …", Open the case, Hang up, and hold and transfer.

Inbound calls open cases

Every call that comes in is put on a case:

• An answered call opens a case, "Call from" and the number, owned by the member who answered.
• A voicemail opens a case, "Voicemail from" and the number, when the call ends.
• A missed call opens a case, "Missed call from" and the number, when the call ends.
• A caller with a case still open has the call added to that case.

A missed call or voicemail case names the group the call came to, with Take it so anybody in the group can pick it up.

Voicemail

When nobody answers, nobody is free, or the number is closed, the caller can leave a message of up to two minutes. Voicemails are always recorded, and you play them from the call's row.

Callers

When a call comes from a number one contact holds, the call is theirs. A number nobody here has, or one several people share, becomes a caller: a contact with no email address. A second call from the same number goes to the same caller.

On the caller's page or their case, say who they are:

• Make them a contact: give Their name and Their email address.
• Or they are somebody already here — find them: choose the person under Fold this caller into, then press Fold the caller into them. Their cases, calls, tasks, notes and numbers move to that person.

Calls now

Calls now shows each call group's calls as they happen: who is being rung, who is in a call, callers waiting in line, and who is free. It updates every five seconds.