Outbound and Inbound Calls Flow

You can use our call panel to both make and receive calls. Here’s how outbound and inbound flows work in a nutshell:

Outbound flow in call panel

CrazyCall app uses flexible automatic dialer, what means that there is no need for manual number dialling when you use our call panel. All contacts on your list are automatically dialed one after another. There is just one number dialed at a time and agents don’t choose which customer or lead is contacted next.

If you prefer to call your contacts in your own order, you can do it with our browser extension. It lets you place calls instantly using the click-to-call option, or manually dial numbers with the keypad. To learn more, please read this article.

By default, your contacts are dialed in the order they were imported (FIFO -  first in, first out), but this rule does not apply to:

• manually rescheduled contacts planned by agents during previous calls. Such calls are given the highest priority in the queue;
  
  
• auto-scheduled calls which are the calls planned automatically for a specific reason: no answer at the first attempt or voicemail. These calls are given the second priority in the queue.
  

In project settings manager can define how many auto-scheduled contacts should be called in relation to the open contacts, e.g. numbers never called before. By default this ratio is 1:1, what means that one open contact is followed by a single auto-scheduled one. You can change this ratio in the outbound call settings.

Inbound flow in call panel

When a call comes in, a logged in agent receives a pop-up notification in the call panel.

Such call takes priority over all outbound connections. If agent is speaking at that moment, incoming call is placed in the queue and gets handled once the consultant becomes free to answer it. Call rings for 10 seconds before the system redirects it to another available agent.