📋 Summary

This training video focuses on how users can receive inbound phone calls directly within the PhoneBurner® system, even when they are not in a dial session. The presenter first explains the importance of displaying an outbound caller ID and describes the various ways PhoneBurner number pools can be configured—such as routing callbacks to individuals, groups, flows (menu systems), or even back to the last dialer. The main focus is on configuring inbound settings to either forward calls externally, present them in the dial session window (for Premium users), or allow users to receive them directly in the PhoneBurner web interface via the Accepting Calls setting. Once enabled, users can take calls from their browser, see contact details, use mute and unmute controls, and then select a call disposition. The system then logs activity, updates contact folders, and manages ownership rules based on the selected disposition. Even if a user doesn’t "own" the record (e.g., in a lead recycling scenario), they can still interact with it for the duration of the call. Teams interested in enabling this feature are encouraged to contact PhoneBurner support for setup assistance.

🏷️ Tags

PhoneBurner, inbound calls, call routing, number pools, Accepting Calls feature, browser calls, Salesforce integration, dial session, call dispositions, call outcomes, contact folders, leadstream, live answer set, call forwarding, voicemail, inbound call settings

📝 Cleaned-Up Transcript

🎵 [Music Intro]

Hello there! Thank you for taking a moment to watch this video. In this training, I want to talk to you about receiving inbound phone calls.

When you're making calls with PhoneBurner®, you always display an outbound caller ID—someone needs a way to call you back. There are several ways you can manage which number is displayed to which prospect. For example:

• You can create number pools assigned to individual agents.

• You can assign number pools directly to yourself.

• You can set number pools to route callbacks to an external number.

• You can route callbacks to a flow—a menu system allowing callers to choose how the call is routed (e.g., to a rep or group).

• You can configure it to automatically route calls to the last person who dialed the number.

• You can use groups to route inbound calls to multiple people, allowing any available rep to answer.

Most of these routing options are managed inside the PhoneBurner system via inbound call routing settings. The system determines the routing based on the number pool associated with the number the prospect called.

In many cases, you may forward calls to an external number. But we also offer the option to receive inbound calls directly in the dial session window—great for active users in a session. (Note: This feature is currently only available to Premium customers.)

✅ Now, let’s talk about receiving calls outside of a dial session, directly in the PhoneBurner system.

When this feature is active on your account, you'll see a phone icon in the top right corner. Clicking it gives you two options:

• Accepting Calls

• Do Not Disturb

If you select Do Not Disturb, you won't be notified in your browser of inbound calls. If set to Accepting Calls, you’ll start receiving inbound notifications. You can mute or unmute the audible notification, depending on your preference.

When an inbound call is routed to you:

• You’ll see a browser pop-up with options to accept or decline the call.

• On first use, you’ll need to grant microphone permissions to your browser. Select “remember this” so you don’t have to grant permission every time.

• Once accepted, you'll see the prospect’s name and number, and you can view their contact record.

You'll also have access to:

• Mute/unmute controls.

• A red hang-up button to end the call.

• A call outcome menu where you can choose a disposition (e.g., "Booked Appointment").

Selecting a disposition updates the record. For example:

• The contact might move from the Contacts folder to Appointment Scheduled.

• Dial session status will update.

• If configured, a note will be logged.

Even if you don’t own the contact—say it’s been recycled via LeadStream or belongs to an admin—you can still interact with the record during the call. Ownership will remain unchanged unless the disposition is configured to transfer it.

This feature allows you and your team to receive inbound calls right in PhoneBurner—no dial session required!

If you're interested in enabling this, please reach out to our team. We’d be happy to help configure your account for this next evolution in inbound call management.

Thanks again—and happy dialing!

🎵 [Music Outro]