Outbound Calls Using Softphone

With Softphone, you can use your browser and computer's microphone to place calls directly from your browser. When placing a call with Softphone, you can score calls as leads, add call tags, and add notes about the call in real-time. 

Use this article to learn how to:

  • Place a call using Softphone from Lead Center
  • Use Softphone to return a call from your call log
  • Place an international call using Softphone

Getting Started

In order to make calls using CallRail's Softphone feature, you'll need to have completed the following:

  • Become an Agent, and assign your agent name to a step in the Call Flow Builder. Learn more about this by reading our Agent help article.
  • Give CallRail permission to access your computer's microphone. Learn more about this by reading our Softphone Overview article.

Softphone is only available for use in a Google Chrome browser. For best results using Softphone, we recommend using a wired headset connection.

Make an Outbound Call from Lead Center

  1. Select the company whose tracking number you'd like to use to place an outbound call.



  2. Click Lead Center at the top of the page.

    Screen_Shot_2017-05-03_at_1.03.36_PM.png

  3. Click the Dialer button.

    Screen_Shot_2017-05-03_at_2.23.40_PM.png

  4. Enter the telephone number you'd like to call.

    Screen_Shot_2017-05-03_at_2.27.33_PM.png

  5. Choose the tracking number that you'd like to appear as the caller ID, and choose if you'd like to record the outbound call. Then click Begin Call.

    screenshot_5211.png

  6. You can also choose Connect with your phone to make an outbound call from Lead Center without using Softphone. Enter the number where we can reach you to connect the call; we'll call your phone and ask you to press 1 to connect to the number you're calling.

    connectwithphone.png

Return a Call Using Softphone

  1. Click Activity at the top of the page.



  2. Find the person you'd like to call and click Return this call from the Phone Number column.



  3. Choose the Softphone tab from the pop-up window, and click Begin Call to place the call.



  4. Click Begin Call to be taken to Lead Center, where you can interact with the call. 
    Note: Navigating away from this screen during a call will end the call. 

    scoredoncalledit.png

  5. Once the call has ended, you can add additional details about the call that will save to Lead Center and the caller's detail page. Once you're finished, click Finish Call

    finishcalledit.png

Once you click Finish Call, you can place and take new calls. Any call received by your Agent name before clicking "Finish Call" will direct the call to the next step in the Call Flow Builder. The "Con

Place an International Call Using Softphone

If you're using call tracking numbers outside of the United States or Canada, you can use CallRail's Softphone to make calls to another number within your country. The "Connect to Phone" option will only work if you're calling from within the U.S. and Canada.

Calling a mobile number when using an international number may cost extra depending on the area that services the mobile number.

  1. Select the company whose tracking number you'd like to use to place an outbound call.



  2. Click Lead Center at the top of the page.

    Screen_Shot_2017-05-03_at_1.03.36_PM.png

  3. Click the Dialer button.

    Screen_Shot_2017-05-03_at_2.23.40_PM.png

  4. Select a country in the drop-down menu. Only countries where you have active tracking numbers will appear.

    Screen_Shot_2017-04-06_at_8.35.12_AM.png

  5. Enter the telephone number you'd like to call.

    Screen_Shot_2017-04-06_at_8.59.18_AM.png

  6. Choose the tracking number that you'd like to appear as the caller ID, and choose if you'd like to record the outbound call. Then click Begin Call.

    pickcalleridEDIT






     
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