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Rebecca Kornblum

Rebecca Kornblum

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Description

Click-to-Call is a feature of Insellerate’s phone system and is supported by Ytel. With Click-to-Call, a user within an organization can place an outbound call to the borrower’s mobile/home/work phone numbers and receive inbound calls from borrowers. To use the Click-to-Call feature, specific permissions are required. See the /wiki/spaces/INSPT/pages/981434369 for details.

How to Perform an Outbound Call

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Outbound calls can be made by clicking either a hyperlinked telephone numberor atelephone icon. The calls are routed from Insellerate to any of the borrower’s phone numbers. All call attempts will appear in the lead’s Call Activity.

  • All inFlow status sections contain hyperlinked telephone numbers and telephone icons for the leads.

    • The phone number displayed telephone icon in the Quick Action Tools

    • The telephone number in the Phone column is the mobile phone number of the lead.

    • An empty Phone column means no mobile phone number is populated for the lead.

    All reports

    • The telephone number in the Record Summary and the telephone icon Action Tools toolbar of the Record Details Panel

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  • All reports (except My Pipeline and My Reports) contain popups with lead details.

    Within

    the Leads Details

    popups,

    popup where the Phone Number column

    is displayed with

    a

    hyperlink.Clicking on the hyperlinked numbers starts a call.
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    This hyperlinked number is displayed only if the organization has Lead History Link permission in Superadmin.
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Phone Icon within an Application

Any Phone field with the phone icon beside it can be used for calling the number.

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Phone Action Tool

  • Calls can be placed via the Phone action tool on the right side of inFlow.

    • Clicking on the Phone icon displays the list of all the phone numbers populated in the lead’s details.

  • Users can click on any of the numbers to start the calling process.

    • Such calls are called outbound calls. They are routed from Insellerate to any of the borrower’s phone numbers.

  • All call attempts are listed under Lead History and Call Activity.
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    hyperlinked telephone number.

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Outbound Call Route from Insellerate

  • The call is first placed to the agent’s work phone number from a Ytel number purchased for the organization. It is then routed to the borrower’s number being called.

  • Once a call has started, there is no way to end it unless the agent hangs up before being connected to the borrower or never answers the call.

  • The Caller ID in the user’s User Profile is the number that the borrower sees when the user makes an outbound call. When the user’s Caller ID is blank on their User Profile page, the Caller ID displays the user’s Insellerate org phone number to the borrower instead. (This is the case when Local Dial Presence is not turned on.) When a user clicks to call in Insellerate, and the Caller ID field is blank, it displays the work number in the User ID to the client.