7.3 Making & Receiving Calls (Web Dialer, Mobile App, Routing)

Once numbers are purchased and configured, you can use Close Master for calls.

Making Outbound Calls:

  • Via Web Browser Dialer:
    1. Initiate Call: Click the phone icon in the header, next to a contact's number in the Contacts list or Contact Record, or within the Conversations composer area.
    2. Dialer Interface: A dialer panel appears.
    3. Select Call From Number: Choose which of your agency's purchased LC Phone numbers to make the call from.
    4. Enter Number or Select Contact: Type the number directly or search for an existing Contact.
    5. Click the Call button. The call connects through your computer's microphone and speakers (requires browser permissions).
    6. In-Call Controls: Use buttons to Mute, open Keypad (for extensions/menus), Hold, Transfer the call to another Close Master User, Add Call/Conference in another person, take Notes, or potentially view pre-set Call Scripts.
  • Via Mobile App (Lead Connector):
    1. Navigate to the Dialer tab within the app (or tap a phone number on a contact).
    2. Select the Call From number (one of your LC Phone numbers).
    3. Dial or select Contact.
    4. Tap the Call button. The call uses your phone's internet connection (Wi-Fi or cellular data), not your mobile plan minutes. Call quality depends on data connection strength.

Receiving Inbound Calls:

  • How Calls Route (Order of Priority): When someone calls one of your LC Phone numbers, Close Master determines where to send the call based on this typical hierarchy:
    1. Workflow/IVR Trigger: If the number is set to trigger a specific Workflow upon an incoming call.
    2. User Assigned Directly to Number: If a specific User is designated in the number's configuration (less common).
    3. Contact's Assigned Owner: If the system recognizes the incoming Caller ID and that Contact has a specific Owner assigned, the call might route preferentially to that Owner.
    4. Ring Multiple Users Simultaneously Setting: If configured for the number, rings all selected users.
    5. Number's Forwarding Setting: If call forwarding to an external number is configured and enabled.
    6. Global Company Phone Forwarding: A potential fallback setting in Settings > Business Profile.
    7. Voicemail/Hangup: If no one answers based on the above rules and timeout settings.
    • Configure Routing Carefully: Ensure your number configurations, user assignments, and forwarding settings are set up logically to minimize missed calls.
  • Answering Calls:
    • Web Browser: If a call routes to you, a notification typically pops up on your screen with Answer/Decline options. Requires browser notification permissions.
    • Mobile App (Lead Connector): If your user profile (Settings > My Staff > Edit > Call & Voicemail) is configured to receive calls on the Mobile App (or if set to ring simultaneously), the app will ring like a normal call (ensure app notifications are enabled).
    • Forwarded Calls: If forwarded to your external cell/office line, answer that phone as usual. Press '1' to connect if Call Connect is enabled.