How To: Voice over IP by Twilio

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, our third voice over IP service, 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.

The setup of Twilio Voice Over IP

Like most of our links you can activate Twilio via "Integrations/Marketplace" in the top right menu , just below your name. Click VoIP calls, and choose Twilio. In the new screen, 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.

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

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.

Configure voicemail

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.

Set availability

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:

  1. Available: you can receive and answer calls.
  2. 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 planned in your Teamleader agenda, your status is automatically adjusted to “Busy”.
  3. Offline: you are not available and you will not receive calls. If you're not logged in Teamleader, your status will be “Offline”.

Outgoing calls

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. Once you start the call, you can end it or forward it to a colleague.

That is not all . As with our other links with IP Nexia and VoIP Center 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 plan one for yourself or a colleague.

Incoming calls

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 outgoing 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.

Recording calls

In the settings you can also choose to record all incoming and outgoing calls. This might be useful if you want to relisten 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.

Transfer calls

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 and tell him or her what it is about. Your colleague can accept or reject the call. In case he declines the call, the caller goes back to you.

Internal calls

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 'autofill wallet' option below 'Teamleader license' in your personal menu. This will deduct money from your credit card, which will allow you to keep calling

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