Incoming calls

Incoming calls ring in Leadmode as long as you are signed in and the page is open. The prerequisite is a Twilio number from the organisation's own Twilio account with incoming calls that is assigned to you (see Set up telephony and Assign numbers). A mobile or landline number of your own that is only confirmed as caller ID does not receive calls. This also applies to numbers via Leadmode.

Who rings in which orderCopy link to heading

When someone calls a number of the organisation, Leadmode looks for leads with the caller's number. Then the employees ring in stages:

1. the salespeople of the matching project,
2. the backup salespeople,
3. the project lead,
4. all other employees with access to the number.

Empty stages are skipped, and viewers never ring. If no project matches, everyone with access to the number rings. Within a stage the order is random so that everyone gets their turn equally often. At most ten people ring per stage.

Each stage rings in the web first. If someone has set up Forwarding to your mobile, their mobile then rings for about 15 seconds. If nobody answers by about 60 seconds, the call counts as missed and appears on the lead as Missed call.

The ring displayCopy link to heading

When a call comes in, a window Incoming call appears at the top with the caller's phone number.

• Accept accepts the call. It then runs like any other call in the header bar (see Calling).
• Decline rejects it.
• Transfer passes the ringing call to a colleague, a saved destination or a number.
• If a call is already running for you, Leadmode ignores the second one.

Assign a leadCopy link to heading

Under the number, Leadmode suggests leads that match the number. It shows only projects you may read. Click a suggestion to assign the call to the lead. With Search lead you search across all your projects for a name (from two characters). If the caller is unknown, Create new lead creates a lead with only the phone number in the organisation's default project and assigns the call.

If you accepted the call without assigning it, the window Assign call to a lead stays open until you have chosen a lead. After assignment, conversation, recording and transcript hang on it like on any other lead. After the conversation the same applies as after an outgoing call: the lead opens, and you log the outcome.

Mark missed calls as doneCopy link to heading

If you have called back or dealt with a missed call, you tick it in the phone widget, in the large phone window or on the Calls page. The call then disappears from the list of missed calls and appears as done in the history. With the same tick you reopen it. You can only tick calls for which you were rung and that nobody answered.

Forwarding to your mobileCopy link to heading

You set up forwarding under Settings → Phone and SMS → Advanced → Forwarding to your mobile: My mobile number and optionally the Waiting time in seconds (10 to 60). The waiting time determines how long it rings in the web before your mobile is next. Without a waiting time of your own, the organisation's applies, default 10 seconds. There is no push notification on the mobile: the mobile rings as a normal call.

If the mobile does not answer either, the call ends as missed.

Recording of incoming callsCopy link to heading

An incoming call is recorded if exactly one contact matches the number and Record calls is switched on for it, or if the caller is unknown. With several matches it is not recorded. There is no consent prompt here like on an outgoing call.

See alsoCopy link to heading

• Recordings
• Assign numbers