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Managing Calls

This page provides an overview of managing calls effectively within the platform, covering key functionalities such as assigning phone numbers, making calls, capturing credit card details, handling call statuses, and more. Each section describes the process and related configurations necessary for managing calls.

Assigning Phone Numbers

To assign a phone number to your account, you need to request it from support by emailing support@waysact.com. When making a request, ensure you specify preferences for the number you need, such as:

  • Country
  • City, area, or mobile preference

You can have multiple phone numbers linked to your account, allowing you to switch between numbers when making calls. The system supports as many numbers as required for flexibility.

Pricing: The cost of phone numbers and calls is managed through Twilio, and you can view the detailed pricing breakdown for your country by visiting the Twilio Voice Pricing page. Monthly invoicing will be handled on a post-paid basis based on Twilio's charges, quoted in USD.

Making a Call

To initiate a call, follow these steps:

  1. Open any donor record in the system.
  2. Click the three lines located at the top-right corner of the screen to open the phone interface.
  3. Choose both the outbound number you'd like to use and the donor's number you'd like to call. The system keeps a count of times each number has been used for that specific donor.

During the call, you have the option to stop recording if necessary for compliance purposes, or to place the call on hold.

Capturing Credit Card Numbers During a Call

When you need to capture a credit card number while on a call, simply click the credit card button in the interface. This action will transfer the donor to the automated application, where they will receive step-by-step instructions for entering their card details using their phone's keypad.

Throughout this process, the system will keep the agent updated on the progress. If the process is completed or there is no activity after 10 seconds, the donor will be returned to the agent. If necessary, the process can be restarted.

The new card information will either update the existing card details or be added as a new entry.

Understanding Call Statuses

Call statuses help manage which records should be called. The available statuses are:

  • Pending: The call is still in the queue for further action.
  • Remove: The call should be removed from the queue.
  • Complete: The call is marked as finished and needs no further action.

Tip

If a call requires one more attempt before removal, use the Pending status first and then mark it as Remove after another try.

Call Outcomes

Call Outcomes refer to the standard list of predefined outcomes that result from a call. These outcomes include:

  • Disconnected
  • Busy
  • No Answer
  • Answer Machine
  • Voicemail Left

These are not necessarily final outcomes, and after recording them, you can decide whether to leave the Call Status as Pending, Remove, or Complete depending on the situation.

Final Call Outcomes

Final Call Outcomes differ from standard Call Outcomes in that they represent the ultimate result of the call. These outcomes can be customized to suit your organization’s needs.

Configuring Final Call Outcomes

To configure Final Call Outcomes, navigate to Account > Final Call Outcomes. Here, you can add and manage the list of final outcomes that should be used to close out calls.

Recording Notes

You have the ability to record two types of notes after a call:

  • Wrap Notes: General free-text notes about the call.
  • Private Notes: Internal notes meant for internal commentary. These can also be exported, but users restricted to a single campaign will not have access to these notes through the UI.

Adding Pledge Status, Contact Made, and Validation Outcome

These fields work independently of the Call Status and Call Outcomes. Contact Made and Validation Outcome can be applied separately to donor records.

To add them, navigate to Donors > Validation Outcomes, where you can configure these options and their associated Pledge Status. Optionally, you can set up automatic Contact Made changes as well.

Creating Call Lists and Favourite Filters

Within the Pledge Overview, you can create custom call lists by setting filters on fields like Campaign, Office, Reporting Week, Payment Type, and others. Once the filters are set, they can be saved as favourite buttons to make it easier to access specific call lists quickly.

Pro tip: To share a favourite filter set with another user, copy the URL from your browser and share it with them. They can load it in their browser and save it as a favourite with their own label.

Listening to Call Recordings

In the phone interface, you'll be able to see the details of every call that has been attempted or successfully made. From there, you can listen to recordings by clicking on the details button and selecting the play option.

Exporting Call Recordings

There are two ways to export call recordings:

  1. Manual Export: You can add the [call recording download link] merge field to any email or export template. This is configured under Export.

  2. SFTP Export: If you're using SFTP, simply choose the option to Also Export Call Recordings? and set it to Yes under the Export Destination settings.