Answer incoming calls within PhoneBurner

Premium Accounts can answer and disposition incoming calls directly within PhoneBurner.  

For the first step, be sure to read this article on setting up your inbound routing options.

Answer directly within the PhoneBurner app

Incoming calls can be answered outside of a dial session and directly in the PhoneBurner app. This ensures returned calls are not missed, even if you are in another window or completing a task outside of a dial session. 

The feature is located in your top navigation bar next to your settings. 

By clicking on the icon and then the current status, you can mark yourself as Accepting Calls or Do Not Disturb. You also have the option to silence the ring on incoming calls.

By default, it will be set to Accepting Calls and you must set it to Do Not Disturb to disable this feature.

If PhoneBurner recognizes the number on an incoming call, it will show you the contact information along with an option to view the contact record.

If you accept the call, another window will pop up.

This window has additional capabilities, including

• The status of the call
• The call duration
• What Number Pool the contact called into
• The contact Name and Phone Number
• The option to View Contact, which will bring you to the contact record for easy reference and note taking
• The option to mute the call
• The option for a keypad

Once you hang up, you will be provided with the Live Answer disposition button set last used when calling that contact, or your default Live Answer set if that contact hasn’t been called previously.

Make sure you select the disposition and confirm. If you do not, the update will not save and you will need to update the contact manually.

Answer directly in your dial session

You can also choose to send calls directly into your dial sessions.  If you are actively dialing, the system can send an incoming call directly to the dialer and give you the option to Hold & Accept, Hang Up & Accept, or Decline Call

To enable Inbound Calls in The Dialer click on your initials or icon in the top right corner, and select “Inbound” under “Settings.”

Then toggle the feature on as shown:

Frequently Asked Questions

Who has the ability to answer calls within PhoneBurner?

Only Premium accounts have access to answer calls within PhoneBurner.

What is required to receive incoming calls within PhoneBurner?

You must have a PhoneBurner purchased number and a Premium account.

What happens if I get a call from a phone number that isn't in my PhoneBurner contact list?

The contact will appear as Unknown and will be saved automatically. If a contact calls back from a different phone number but is returning your call from an already saved contact, you will need to uncover that while on the call. We are unable to determine if a saved contact is calling back from an unsaved number. 

What happens to the call if I am not logged into PhoneBurner? 

If you receive a call while not logged into PhoneBurner, the call will follow your saved Inbound Routing options.

What disposition set will be used when an incoming call is answered in PhoneBurner?

When an inbound call is ready to be dispositioned, the last Live Answer set used to call the contact will be displayed. If it is a new contact or they haven't been called yet, your default Live Answer set will be used. 

What happens if I decline a call?

When incoming calls are directed to a dial session, they will take priority over call forwarding and notifications in the navigation bar. If calls are not sent to a dial session, call forwarding and being notified in your navigation bar will happen at the same time. If voicemail is not enabled and you decline the call, it will be disconnected instead of forwarded. However, if voicemail is enabled, declining the call will send it to voicemail.