Accepting Inbound (Premium)

Summary

In this video, the speaker explains how premium PhoneBurner customers can take live calls directly within the platform. Users can either forward calls to their cell or office phone or enable the feature to receive calls live in PhoneBurner. To activate this, users should click the phone icon in the upper-right corner of their PhoneBurner account and switch from "Do Not Disturb" to "Accepting Calls." Once enabled, users can receive incoming calls, see caller information, and take various actions such as muting, navigating menus, placing calls on hold, and selecting call dispositions. The system automatically updates records with follow-up dates, tags, and other relevant settings. This streamlined process helps users connect with more people and increase productivity.

Tags

caller ID, live calls, call forwarding, premium features, incoming calls, PhoneBurner training, number pools, call management, customer communication, follow-up process

Cleaned-Up Transcript

Here at PhoneBurner, our mission has always been to help you and your organization connect with more people so you can have more meaningful conversations and close more deals. One of the biggest parts of that is your caller ID.

You can bring your own caller ID or purchase phone numbers through PhoneBurner. If you buy numbers through PhoneBurner, callbacks can typically be forwarded to your cell phone or office phone. For our premium customers, we also offer the ability to take those calls live within PhoneBurner.

It's super easy to start doing this. When you're logged into your PhoneBurner account, look at the upper-right corner where you'll see a phone icon. If there's a little red dot next to it, click that icon and switch from "Do Not Disturb" to "Accepting Calls."

Once you do that, you'll be able to receive any call that’s routed to you personally in PhoneBurner. For those familiar with our training videos on number pools, you'll know that not every callback is routed directly to you — it depends on the routing strategy for that specific number pool.

If a call is routed to you and you’ve enabled "Accepting Calls," you'll see an incoming call notification in your browser. You'll also be able to see who's calling and may choose to view the contact details before answering. However, in most cases, you'll want to answer right away to initiate the conversation.

During the call, you can mute the line if needed, navigate menu systems using the keypad, or place the contact on hold. After concluding the call, you’ll select a disposition — the outcome of the call. If the selected disposition requires setting a follow-up date, you'll need to confirm that date before completing the process.

Once confirmed, the contact record will update automatically — the contact will be moved to the appropriate folder, the follow-up date will be scheduled, and any relevant tags or webhooks will take effect.

That’s how easy it is for premium customers to start taking calls directly in PhoneBurner, helping you get more done in less time. Thanks for watching this video, and happy dialing!