Are you often busy with phone calls, but tired of constantly picking up the phone and typing in those numbers? Are you tired of taking notes with one hand and keeping an eye on your screen? Do you often hold expensive calls abroad? Well, we have a solution for you.
Twilio allows you to - without a third party - make calls via click-to-dial and receive calls directly in Teamleader. You simply buy foreign phone numbers in order to keep your service affordable. On top of that, you can easily communicate with colleagues.
In this article we will see:
- Integration with Twilio Voice Over IP
- Setting up a ring-group
- Configure voicemail
- Determine business hours
- Set availability
- How does Twilio work
- Outgoing calls
- Incoming calls
- Recording calls
- Transfer calls
- Internal calls
Integration with Twilio Voice Over IP
Note: don't create your own account with Twilio, it's important to follow the procedure below.
To make the integration with Twilio, you have to follow these steps:
- Click on your user icon in the top right-hand corner and go to "Integrations/Marketplace"
- Search Twilio in the search bar.
- Click on Twilio's logo and click on "Add".
Note: You need to have a credit card entered in Teamleader to be able to buy these services.
- Once you are in, you'll immediately see a list with prices and you can move on to purchasing telephone numbers. You can search if a particular number is still available, and this for all country codes in the world. Please note that in order to buy numbers for Italy and Germany you need to provide identity records that need to be sent to our support service. Once we will receive confirmation from Twilio, you will be able to buy those numbers.
Purchasing a telephone number costs € 25/ month and is only available via credit card purchase. As a bonus, you’ll get the first number for free for a month. Any extra number you want to buy will only cost you €1/month
Attention: Because of a change in local regulations, any Belgium national (+3278) and/or toll free (+32800) numbers in your Twilio account are no longer capable of making outbound calls. The numbers are still fully functional for receiving inbound calls; it is only outbound dialing that no longer works. We deeply regret any inconvenience.
If you’d like to place outbound calls from within Belgium, you have two options:
- You can provision a Belgium local number; please note that you’ll need an address within the country to purchase a Belgium local number.
- You can provision a Belgium mobile number (+3246). These numbers do not require an in-country address.
Setting up a ring-group
With every phone number that you buy, you can set a ring-group. In a ring group you can set up whether one person or a whole team is responsible for the incoming calls for a particular number. If a team is responsible and you get an incoming call, all members of the group will get the incoming call. We’ll explain more about this matter later in this blogpost.
If no one answers the call, the caller is forwarded to voicemail. Via text-to-speech you can type a message that will be read by a graceful voice. You can choose between several languages.
Determine business hours
Once the voicemail is set up, you can proceed to choosing your office hours so you’ll only receive incoming calls in those hours. All calls that come before or after the specified hours, end up directly in voicemail. Once you're set up, you simply click "Save" and you can start with Twilio.
You now get a new icon in the toolbar at the top. This button shows your availability status, and that of your colleagues. There are three options:
- Available: you can receive and answer calls.
- Busy: your status is busy for your colleagues, but you can still receive calls. It's your choice whether or not you answer them. If there’s a meeting scheduled in your Teamleader agenda, your status is automatically adjusted to “Busy”.
- Offline: you are not available and you will not receive calls. If you're not logged in Teamleader, your status will be “Offline”.
How does Twilio work:
Since there’s no physical device that comes with Twilio, we provide a keypad where you can easily type in numbers . To do this, click on the status symbol at the top. Now you can call any local or foreign number. If you have purchased multiple numbers, you can still choose which number you are calling from.
That is not all. We also keep the ‘click-to-dail’ function in Teamleader. This feature means that you need to click on the phone number of a contact or company to call that number.
Taking notes while calling remains possible. Anything you write as a note, comes back in the timetracking afterwards. Need a callback? With one click you schedule one for yourself or a colleague.
You get an incoming call? On the lower right side of your screen will appear a pop-up with all information about the call. If Teamleader recognizes the phone number, you will see the name of the caller. Unknown caller? Take the call and you can immediately fill-in the data.
Depending on the ring group that you have set, one or more group members will receive the calls. The principle is a bit like 'first come, first served’: The one who accepts the call will be assigned to the call and the time tracking. The pop-up disappears with the other members of the ring group. With incoming calls, you can add notes immediately as well. When you reject an incoming call, the rest of the ring group members will still be able to answer the call. However, if you choose to hang up the phone, then the call ends in general and the caller is redirected to voicemail.
When having an incoming call, Twilio doesn't allow more than 10 simultaneous dials. This means that for each call that you receive, Teamleader will first check the team settings (to connect the incoming dial with the right group of people), then Teamleader checks the status ('Online' or 'Busy': so if no one is Online, the call will be shown to the Busy users). From those 'Online' users Teamleader connects the dials with the 10 first users in the account. For all the other users, calls will of course still be visible when they land in the queue.
In the settings you can also choose to record all incoming and outgoing calls. This might be useful if you want to listen again to a conversation you had with a lead or a client. Only you or your teamlead can relisten to calls you made. These recordings will stay available for two weeks. Please check the rules about GDPR about this before proceeding.
Is the caller looking for a specific person? Send him or her to the appropriate colleague: "Forward" puts the caller in a queue ( and he gets to hear " Fantasy Impromptu " from Chopin ) . Meanwhile, you will see a list of all the colleagues and their status. Choose the right coworker. Your colleague will then get to hear a specific ring tone and the call will go in the queue ready for the colleague to be taken.
With Twilio, you can also make internal calls if you would like to reach someone from another department. You can click on the status button and make the intern call to a specific someone. He or she will receive the incoming call and may choose to accept or decline the call.
Not unimportant is the pricing of course. Twilio is only available with the use of a credit card. Purchasing a telephone number will cost you € 25 per month, regardless of whether it is a local or international number. Additional phone numbers are available for only € 1/month. Prices vary per call and depend on what number you are calling (local / international / mobile).
Costs you make via Twilio calls will be deducted from your Teamleader wallet. To make sure you don't run out of Teamleader credits, you have to check the 'auto refill your wallet' option below 'Teamleader license' in your personal menu. This will deduct money from your credit card, which will allow you to keep calling. If later on, you want to change the automatic refill amount you'll need to send an email to support mentioning the new amount. Our technical team can then change this for you.
- Exchange rate dollar/euro = 1
- Prices may vary based on destination and provider