Navigate to the Settings > Integrations page and complete the VoIP telephony setup.
Please note that before configuring and enabling the integration, you should already have a user account for a VoIP that you’re going to use.
Note: Be careful when using the same VoIP across multiple CRMs. Not every VoIP works properly with more than one system at a time.
When configured in the right way, VoIP Telephony can offer the following benefits.
Track All Incoming / Outgoing Calls
Go to the Calls page, check out a complete call record with all incoming / outgoing conversations at your company.
The Call Table has the following:
Date and time with the date and time of each call.
Type indicates the type of call, it can be either Incoming or Outgoing.
Handset shows the handset title used for taking / making a call.
Client shows the name of the client with the corresponding mobile number. If there is no match, it will be labeled as “Unknown client”. Click on the name to save a client in your base and then create a new Lead, Work Order, or Sale.
Duration shows the call duration. Rejected or missed calls will be labeled with a dash.
Conversation Record contains call records. Press Listen to start playing the recorded conversation. Here you can rewind, adjust the volume, download call records, or stop listening.
Note: Call records may be unavailable in RemOnline because some VoIP providers have call recording as a separate service offered on a paid basis.
The Call allows filtering by:
Time (a period when the call was made);
Handset (records by active / inactive handsets taking a call)
Type (All, Incoming, or Outgoing).
Note: Handsets from a configured telephony will still be displayed as active, even if your integration is disabled. Please go to the VoIP integration setup and delete the handsets, then they will display as inactive.
How To Streamline Your Communication
Integrating RemOnline with a VoIP service allows you to make outgoing, receive incoming, and record missed calls.
How Do I Make An Outgoing Call To A Client?
There are several options to call a client from RemOnline.
Option 1. Hover over the client's name or phone number in the work orders, leads, or calls table and click the Call button. If you have several handsets, select the one you need.
Option 2. On the General tab of a client profile, click the icon next to the phone number. Click the Call button or select a handset (if several are available).
Once this is done, RemOnline will initiate a call from the connected VoIP service.
How Do I Receive An Incoming Call From A Client?
When you receive an incoming call, an incoming Call card appears in the lower right corner.
Note: For an employee to see the incoming call card, you must give this employee access to the handset in the VoIP integration settings.
Below let’s quickly run through the Call Сard and its basic features in RemOnline.
Your Client Calling:
Handset
Client name and phone number (click to see full profile)
Last active Lead, number, current status (if available)
Last active Work Order, number, asset, status (if available)
The amount to be paid for the work order (if the client has open work orders)
Button All work orders to see a list of Work Orders by the client
Button + Lead or + Work Order to quickly create a lead or a work order with automatically filled-in information about the client
Calls linked to existing clients and work orders are also saved in the Client Profile under the Calls tab and in the work order’s event feed, where they can be listened to and downloaded.
Note: When the same client has multiple Work Orders with different statuses, the call record will be attached to the latest unfulfilled Work Order. When the same client has all Work Orders closed (Closed or Dropped off status groups), the call record will be only available from the Client Profile and on the Calls page.
New Client Calling:
Handset
Phone number
Button + Client to create a new Client
Button + Lead to create a new Lead
Button + Work Order to create a new Work Order
Note: To make a call record with an unknown client tied directly to a corresponding Work Order, press + Work Order, then create a new Work Order and save the Client Profile before the active call ends. You may opt for + Client, then the call record will be available only from the Client Profile and on the Calls page.
We recommend configuring a simple work order form to create work orders quickly. Remember: you can change the work order type anytime and fill in more information about the device and the client.
How To Create Leads Automatically On Missed Call
RemOnline creates a lead for each missed call automatically.
Go to the Settings > General page, then check the “Automatically create lead on missed call” checkbox.
You can immediately set up a specific lead type and select a responsible manager here. You can also set up alerts of missed calls for call managers to call clients back.
Every Lead generated on a missed call will capture sales data as follows:
Name (otherwise, Unknown client)
Phone number
The Comment field that reads “Missed”
Press “+” in the right corner of the Client name field to create a new client.
How To Limit Employees' Access To Call Recordings
You can limit access to call recordings in the employee role settings.
The Can see calls in the Work Orders block allows access to call recordings in the work order’s event feed.
The Can see calls in the Clients block allows access to call recordings in the client profile on the Calls tab.
The Calls allows access to all call recordings on the Calls page.
