Classic - Click-to-Call Overview

Click-to-Call is a subfeature of Insellerate’s phone system supported by Ytel. Using 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 Permissions Master Document for details.

Perform an Outbound Call

Hyperlinked Phone Numbers

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

  • The phone number displayed 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 except My Pipeline and My Reports contain popups with lead details.

  • Within the Leads Details popups, 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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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.