Before You Dive In
This article is supplementary to our Master Help Guide: All About Phone and SMS. We recommend starting with the visual walkthrough video and examples inside the Master Help Guide before diving into the technical setup below.
Each Master Help Guide acts as your project plan - teaching you the feature, laying out the steps in the right order, and linking to every resource you’ll need along the way.
This guide is perfect if you're looking to:
Make and receive calls directly through your Ivorey™ number
Manage business phone calls inside of your Ivorey™ CRM
Making Phone Calls Through Ivorey™
Ivorey™ lets you manage all your business calls without needing a separate phone system. Whether you're on your desktop or using the mobile app, you can make and receive calls directly through your Ivorey number and everything syncs back to your CRM.
This means when a lead calls your sales line, or you’re following up with a client, you can handle it all inside Ivorey™ or via the LeadConnector app with full call tracking, notes, tags, and automations.
This will be helpful for:
Answering client calls from your phone without giving out your personal number
Following up with leads on the go
Making outbound calls directly from your desktop or app
Managing your call history, recordings, and automations - all in one place
Pre-Requisites to Be Able to Receive or Make Calls
Before getting started, it's crucial that you follow the below steps:
Purchase a phone number through Ivorey™ and setup your phone services.
Complete any regulatory compliance steps (e.g. A2P for USA or regulatory and address bundles for AUS).
From the main Ivorey™ menu, go to [Settings] > [Team] and ensure you've setup any team members. Select each team member (including yourself) and navigate to the [Call and Voicemail Settings] tab. From there, you can assign a phone numbers and call routing e.g. allowing calls to the Web App or a phone number of a real phone.
[Optional] From the main Ivorey™ menu, go to [Settings] > [Phone Numbers] > select the three dots next to the number > [Edit] > toggle on [Enable Call Recording] if you'd like the calls to be recorded and stored in the contact record via the CRM.
How To Make and Receive Calls
When calls are made or received to the phone number, you can answer them via the app like you would a normal call (as long as you've set the settings above). Once you establish a call connection, a batch of icons appear on screen. These provide the following actions that you can take:
Mute: Mute yourself during a call, preventing the caller from hearing you while you can still hear them.
Dial: Opens the dial pad for making selections.
Hold: Puts the call on hold, muting both parties, and is triggered automatically when initiating a Warm Transfer.
Warm Transfer: Speak to the recipient before transferring the call. You can switch between calls and merge them if needed.
Blind Transfer: Instantly transfers the call to another user without a prior conversation with the caller.
Quick Dialing: Starts dialing immediately after opening the dialer, searching for contact matches as you type.
Add Notes After Calls: Capture important details post-call from the Recents screen.
Tag Contacts After Calls: Apply tags to contacts directly after calls from the Recents screen. This is a great way to trigger automations e.g. you could have a workflow with a rule, that when you apply a certain tag to a contact, it creates a task for you to follow up, sends an sms/email, or any other steps that you choose.
Scripts. To use this feature, navigate to [Settings] > [Phone Numbers] > [Advanced Settings] > [Call Scripts] to create or select a script. Once created, users can access the script during calls by clicking on [Scripts] and selecting the appropriate one. Perfect if there's important notes for sales teams etc.
Need Help?
Hit the support chat widget inside Ivorey - we can:
Walk you through any of the steps
Troubleshoot anything that’s not working
We’re here and ready to help via the chat widget in the bottom right of your Ivorey™ account. Or if you are looking for done-for-you support, you can browse our current services here 🤍