Calling
Call from a lead or via the phone panel, use mute, keypad and devices during the conversation, and log the outcome.
Calls are made in the browser, via your assigned number. Prerequisite: the telephony module is active and a number is assigned to you (see Assign numbers). The browser asks for the microphone on your first call.
Call from a lead
Open a lead in project work. In the header is the Call button. You can only use it if the lead has a phone number, you may write in the project and the lead is not blocked. Alternatively, click a phone number in the contact header or in the contact person list. That starts the same call, not the operating system's.
If you have no number, No number has been assigned to you yet appears with the way to the settings. Only one call can run at a time. If one is already running, the button says A call with … is already in progress..
During the conversation
During the call, the header bar at the top shows the name, the number, the status and the conversation duration. The status changes from Connecting via Dialling … and Ringing … to In conversation. The conversation duration runs from the moment the customer answers. A click on the name jumps to the lead.
| Button | Effect |
|---|---|
| Microphone icon (Mute) | Mutes your microphone or turns it back on. The button turns red while you are muted. |
| Keypad | Opens the keypad in the phone panel. |
| Audio settings | Opens microphone and output. |
| Transfer | Passes the conversation on (see below). |
| Hang up | Ends the call. |
A running conversation ends when you reload or close the page. The browser asks beforehand.
Transfer
Transfer opens Transfer call with a search (Search employee or destination). You can pass the conversation to an Employee, to a saved destination under Saved destinations or to a Different number. The field for other numbers exists only if an admin has allowed free numbers. You maintain the destinations under Assign numbers. For calls that run as a conference (see Listening in), transfer is not possible.
The phone panel
At the bottom right, to the left of the assistant, sits the phone button. On every page it opens a panel below the header bar. With the arrow at the bottom or Escape you collapse it again.
Without a call it shows:
- Phone number: your caller ID number. If you have several, you choose one in Call with ….
- Dial a number …: a free field. Enter a phone number, with the country code for abroad, and click the handset button Call. German national numbers are dialled with +49. Leadmode rejects invalid numbers (Invalid phone number.).
- Microphone and Output: choice of devices. Under the microphone a level shows whether your microphone is delivering sound. If it says Microphone access not allowed, allow access in the browser.
In conversation it shows, depending on the button, the Keypad or the audio settings. The keypad sends dial tones, for example for announcements such as ‘Press 1’. You can also type digits, star and hash on the keyboard as long as no input field has focus.
Leadmode remembers your choice of microphone and output and applies it immediately, even mid-conversation and when you plug in a headset. Choosing the output exists only in browsers that support it (for example Chrome and Edge).
Calls with a free number
A call via the Dial a number … field has neither lead nor project. It is never recorded, does not appear in the contact history and does not count as working time. It is only visible to you and runs directly, not as a conference.
After the call
After you hang up, Leadmode opens the lead in project work and the dialog Log call. At the top you see the time of the call. The dialog only opens once the provider has reported the end of the conversation, which can take a few seconds.
If you close the dialog, you can click Log in the lead later. If you set the outcome wrongly, you correct it via Correct outcome with a reason for correction. How outcomes are defined in the project is described in Edit a lead.
Call history on the lead
In the lead's History tab, the conversations appear together with the other activities, in descending date order. Each call shows its status (for example Conversation ended, Not reached, Busy, Call failed), duration in seconds, time and the employee. Incoming calls are marked Incoming, missed ones Missed call. With the Calls filter you hide everything else. Audio and transcript hang directly on the call.
Typical errors
| Message | Cause |
|---|---|
| The Twilio account is inactive | Only with your own Twilio account: usually the balance is used up. An admin tops it up at Twilio. |
| Emergency calls are not possible through Leadmode. Please dial 110 or 112 with your mobile phone. | Leadmode does not set up calls to 110 or 112. |
| The daily call limit has been reached. You can call again tomorrow. | Only with telephony via Leadmode: the organisation's daily limit has been reached (see Set up telephony). |
| The monthly call limit has been reached. Please contact support. | Only with telephony via Leadmode: the organisation's monthly limit has been reached. |
| Please choose above which number you want to call from | You have several numbers and have not chosen one yet. |
| No phone number has been assigned to you yet | An admin needs to assign you a number. |
| The connection was briefly disrupted … (Reference ABC123) | The browser reported a technical error without an error code, usually a short disruption of the connection to the phone provider. Trying again usually helps. If it keeps happening, give support the reference. Leadmode records such errors in its log with the error name, phase (before the call, ringing, in the conversation), time and a rough browser indication, without phone numbers, names or conversation content. |