Assign numbers
Assign numbers to individual employees, maintain forwarding and transfer targets, and load call logs from Twilio.
A new number is initially assigned to nobody. Only with an assignment can an employee call with it. You find everything here under Settings → Phone and SMS → Telephony and Advanced.
Assign numbers
Whoever has the permission Set up telephony may assign. In the Numbers list, open the number. The section Assigned to appears as soon as the number is saved.
- Assign to all employees: The switch releases the number to the whole organisation.
- Select employees: Without the switch, you tick individual employees. For each, it says whether they already have another number (Already has: …) or No number yet.
Changes apply immediately; there is no separate save. A number can be assigned to several employees, and an employee can have several numbers. In the list, the column shows the avatars, All employees or Not assigned. If a number that is set up is assigned to nobody, the list points out with a note that it cannot be used for calls.
Admins also need an assignment if they want to call themselves.
Several numbers per employee
If an employee has one number, they call with it without being asked. If they have several, Leadmode asks before the first call, Which number do you want to call from?, and remembers the choice for the next calls. You can change it at any time in the Call with … selection next to the call button. Leadmode never picks a number itself. More under Calling.
If an employee has no number at all, a note appears when calling. Admins go straight here with Go to telephony settings; other employees should ask an admin.
Another number on the same account
This applies to your own Twilio account. In the setup assistant, choose Choose provider and account and, in the Name step, Reuse credentials from …. Then you enter nothing new. With telephony via Leadmode, you link each additional number again with Quickly link your own number. See Set up telephony.
Forwarding to your mobile
Under Advanced → Forwarding to your mobile you set that incoming calls ring on your mobile if nobody answers them in the web. Every employee can set this up for themselves.
| Field | Meaning |
|---|---|
| My mobile number | The number that should ring, with the country code. |
| Waiting time in seconds | How long it rings for you in the web before your mobile is next. 10 to 60 seconds. Leaving it empty means: the organisation's value. |
| Organisation waiting time | Admins only. Applies to everyone without their own waiting time. Default 10 seconds. |
How this works for an incoming call is described under Incoming calls.
Transfer targets
Under Advanced → Transfer targets you create numbers to which you can pass an ongoing conversation, for example a head office. Enter a Label and a Number and click Add target. With the bin you remove a target.
- Normal employees create their own targets.
- Admins can use the switch For the whole organisation to create a target for everyone. Such targets carry the label ‘Organisation’, and only admins remove them.
- The switch Allow free numbers when transferring (admins only) determines whether any number may also be entered when transferring.
You do the transferring itself during the conversation with the Transfer button (see Calling).
Call logs from Twilio
Under Advanced → Call logs you fetch the conversation logs directly from Twilio, for example for audits and billing checks. The area needs the permission Set up telephony and at least one number that is set up.
The table shows Start, Duration, Number, Direction, From, To, Status and Cost, and at the top the total of talk time and cost. It shows at most the latest 200 calls; the export contains all loaded ones. If there are more calls than Leadmode retrieves, a note says to choose a shorter period. The retrieval is noted in Leadmode's audit log.