Inbound Call Settings

Our software allows you to take incoming calls when a lead or a customer calls on a CrazyCall number associated with your account. Even if your agents are unavailable, you can still take care of your customers!

They have the option to leave a message on your VoiceMail, listen to your offline message or the call can be forwarded to a number of your choosing. You can define which projects you want to attach to your numbers and much more!

To start setting up the inbound calls features, head to the “Phone Numbers” tab and select a number you want to make adjustments on. All of your settings are saved within the number you select! You can use different options and customize each of the numbers. To start, you will have three main options as they’re listed below.

Receive incoming calls

By selecting this option, you allow all incoming calls to come through. Once enabled, you should define what happens in the following cases:

• When agents are online: the only option is a free line signal. There are three call distribution methods:
• Random - call gets to a randomly picked available agent. If a call is not answered, it goes to the next agent.
• Longest Idle - call goes to the agent who wasn’t talking for the longest time. If a call is not answered, it goes to the next agent.
• Simultaneous calls - all available agents can take the call. First, one to pick up gets to talk with a customer.

When agents are offline meaning when no agents are active on the project associated with the number. There are 6 options to choose from:

 Play free line signal: caller will hear a free line signal until the call gets disconnected (the call will is going to be terminated after 30 seconds).

Play busy signal: caller will hear the busy message (“The number you are trying to dial is currently busy. Please try again later”).

Disconnect the call: caller will get disconnected and hear a message about the number being out of reach.

Play offline message: as soon as the call gets connected the caller will hear your uploaded audio file message, i.e., Business hours message. Shortly afterward the call is going to disconnect.

Allow customers to record a voicemail: when the call gets connected the caller is going to hear your uploaded audio voicemail prompt and can record the message after the tone. You can access and play voicemail messages in the Contacts tab as well as by clicking the notification message related to the received voicemail.

Forward the call: when no agents available the call will be forwarded accordingly to the setting described below.

Forward incoming call

With this option, all the calls to your CrazyCall number are forwarded to the desired number. Once enabled, you’ll need to enter the number you want to get the calls transferred to. You can change it anytime. Your calls are still going to get recorded, and you’ll be able to listen to them later on!

Don’t accept the incoming call

This setting excludes the option of taking the calls within the app entirely. Once selected you have 5 options to choose from which work the same way as When agents are offline features mentioned above. These options are:

Play free line signal

Play busy signal

Disconnect the call

Play offline message

Allow customers to record a voicemail

Always remember to save changes associated with the inbound calls!

RETURN MISSED CALLS

With this option enabled, every time you enter a project in the Power Dialer, missed calls associated with the number attached to that project is returned in the first place. This way you can make sure that your customers won’t be left out without answers!

 

MESSAGES

Do not lose any opportunity to get in touch with your customers!

With Messages option, you will be able to set up and upload pre-recorded messages which could help you keep the communication between you and the customer more clear and efficient! Welcome them with a warm greeting, optimize your time when you reach a voicemail or answering machine and let customers know when they are on hold.

These features allow you to customize three different types of messages according to your campaign needs. To use this function, you need to upload or drop your .mp3 or .wav file; on the side note, the file shouldn’t be bigger than 50 MB.

Welcome Message - Every time your callers try to reach you or your agents, they will hear your greetings message beforehand. The message plays once and then the call proceeds with a dial tone.

Voicemail Drop - Avoid being caught off guard when reaching a voicemail or answering machine, and save time with a pre-recorded message you can leave every time your call makes it to the tone. In the Power Dialer click on the Voice Drop right after the “beep” and proceed to the next call. CrazyCall leaves your message for you.

On hold Message - Value the attention and time of your customer with this function, which allows you to play a loop message when the agent needs to put a call on hold. Take advantage of this setting to inform your customers about your working hours, means of contact, offers, etc. by just clicking on the “Hold Call” option in the power dialer panel. Mind that when you create a conference call or transfer the call, the Hold message stops.

ASSIGNED PROJECTS

In this section, you can select on which project you are going to receive the calls to the number. To configure Outbound settings of the number navigate to the project settings for more detailed options.

DO NOT DISTURB

Sometimes, you want your agents to focus only on outbound calling, without worrying about any distractions. To ensure this, you can block incoming calls for any user.

Your agents are able to turn on and off receiving inbound calls when using Power Dialer or Call Widget. You’ll be able to see which agents are currently blocking incoming calls in Dashboard, Overall, and Inbound.

Owners and Administrators are also able to change inbound calls setting for each user. They can do it from the user menu, after selecting the user. Switching inbound answering is also possible from the dashboard, by clicking the icon next to the agent’s status.

To turn off Inbound calls in the Calling Widget head to the settings by clicking the icon in the upper right corner. Then switch the “Do not disturb” option on.