Inbound in the Dialer (Premium)

Summary

This video explains how PhoneBurner premium users can seamlessly take inbound calls while engaged in an outbound dial session. When an inbound call comes in, the user can choose to accept or decline it. If accepted, PhoneBurner automatically switches the active record to the new caller's record. Users can then update notes, edit record details, and select the appropriate disposition before resuming their original call.

If a new call arrives while the user is already on the phone, they have options to:

• Put the current call on hold and accept the new call
• End the current call and accept the new call
• Decline the new call

To enable this feature, users need to access their Inbound Settings by clicking their initials in the upper-right corner of their account. Under the Inbound Routing section, they must ensure that the "Inbound Calls in Dialer" setting is turned on. This feature is available only to premium users.

Tags

inbound calls, outbound dial session, call management, premium feature, PhoneBurner training, productivity tips, customer communication, call handling, inbound call settings

Cleaned-Up Transcript

Are you looking to have your outbound team also take inbound calls? If so, PhoneBurner makes it extremely easy for your organization to handle inbound calls during a dial session. Users can choose to accept or decline the inbound call live in the session.

If they accept the call, PhoneBurner will automatically swap the current record with the record of the incoming caller. At this point, the user can have as long of a conversation as needed. They can update details, add additional notes, and once finished, they can end the call like any other in PhoneBurner. Afterward, they can continue editing the record and assign a disposition based on the outcome of the call.

For example, if Johnny Demo calls back and we book an appointment, I can select the Booked Appointment disposition. From there, I’ll return to the previous contact and continue where I left off. If that prior conversation was already finished, I can simply update my notes, set the disposition, and move on to my next call.

But what happens if you get a call while you're already on the phone with someone? No problem! In PhoneBurner, you’ll have the option to:

• Put the current call on hold and accept the new call
• End the current call and accept the new call
• Decline the new call

Let me show you what it looks like when I put a call on hold and accept the new one. Once I accept the new call, I’ll be connected to Johnny Demo, have the conversation, and hopefully close the deal. After finishing that call, I can wrap up my notes, update the custom fields, and assign the proper disposition.

Then, I return to Jeff Sample, where I can thank him for holding, finish that call, and assign his disposition before continuing my dial session.

Now that you see how easy it is to take inbound calls during a dial session, let me show you how to activate this feature in your account.

To enable this, end your current dial session, click your initials in the upper-right corner of the page, and select Inbound Settings. Under Settings, click Inbound to see a list of phone numbers assigned to you. Calls to these numbers will come directly to you. Scroll down to the Inbound Routing section and ensure the Inbound Calls in Dialer setting is turned on.

Keep in mind that this feature is available only to premium account holders. If you’re not yet on a premium account, consider upgrading to unlock this feature and boost your productivity.

So what are you waiting for? Log into your account now, update your settings, and start taking inbound calls in the dialer. Thanks for watching, and happy dialing!