Click-to-Call: Dial a number directly from a contact record

When you want to call one contact there is an alternative way to make the call without starting a dial session. This is done directly from the individual contact record and is known as Click-to-Call. 

In this article, we will cover how to make a one-off call using Click-to-Call and additional elements of this feature. 

To get started, go to the contact record you are looking to call.

Then Click the “Phone Icon”, in the Phone Number row.  

This will then launch a separate dial window pop-up.

In this window, you will have the ability to:

• View the duration of the call and if the Call Recording is enabled in the top right corner.
• The number you are calling from and the Caller ID shown to the call recipient.
• Option to Mute the call. 
• A Keypad option to navigate keypress menus and extensions.
• The contact record information such as name and phone number you are calling.
• The option to Hang Up. 

Once you Click “Hang Up”, you will have the ability to disposition the call based on the Live Answer set last used to dial the contact during a dial session or your default Live Answer set if the contact has not been called in a dial session before. 

The way you disposition the call will follow the workflow you have set up for that Live Answer set in your disposition settings, such as assigning a follow-up date or moving to another folder. 

If you Exit out of the dial window pop-up without dispositioning the call and Selecting “Confirm”, the information will not be saved. 

PLEASE NOTE: You must have a verified Caller ID number set up for this to work.

Frequently Asked Questions

What does Click-to-Call mean?

Click-to-Call allows you to make a one-off phone call to a contact directly from their contact record. When going into a contact record you can select to call their phone number directly, instead of starting a full dial session.

Am I able to disposition the call?

Yes after you hang up, you will be able to choose how to disposition the call and that will continue the contact in your selected workflow. 

How will PhoneBurner decide which disposition set to use?

PhoneBurner will try to dynamically match the last used Live Answer disposition set with the contact record being called. If this contact was not called before, we will use your default Live Answer disposition set. 

What if I want to use a different disposition set?

At this time you are not able to choose the disposition set you would like to use for Click-to-Calls. 

How do I disposition a call with no answer?

For one-off calls using Click-to-call, you can add a button to your Live Answer disposition sets. We recommend you label it “C2C No Answer”. Otherwise, you can hang up, exit out of the pop up window, confirm you do not want to save changes and manually leave a note in the notes section. 

Am I able to enable Call Recording for any calls being made with Click-to-Call?

Yes, Call Recording can be used for calls made with Click-to-Call but it will be based on your default setting and can not be turned off or on per call from the contact record. 

How can I access reporting for Click-to-Call contacts?

There will be a session in the Call History tab which will include all of your Click-to-Calls made for that day and their outcomes.

How will I know in the reporting which calls are Click-to-Calls?

Reporting for Click-to-Calls will be labeled as Click2Call and include the date the calls were made. 

How do I end the call?

While making the call or while on the call, you will have the option to hang up. Once you disposition the call you will need to hit confirm to ensure the disposition is recorded. If you exit out of the pop up window before hitting confirm, the information will not be saved and you will manually need to update the contact record.