Client – Phones Tab
Overview
The Phones tab allows you to configure phone-related settings for each client.
Here, you can manage wrap timeouts, screen pop behavior, and associate specific phone numbers with transfer and notification rules.
Sections Explained
1. General
Wrap Timeout
This field defines the time (in seconds) before an operator becomes available for the next call after ending the previous one.
It’s often used to give receptionists time to complete post-call notes or actions before receiving the next call.
Example:
If set to 10, the operator will have a 10-second pause before the next call is routed to them.
2. Screen Pops
Screen Pops define what information appears on the operator’s screen when a call comes in for this client.
Screen pops help operators identify callers, open relevant forms, and display client-related information automatically.
Fields:
| Field | Description |
|---|---|
| Number | The specific phone number that triggers the screen pop. |
| Call Box Color | Sets a color for the call notification box — useful for visually distinguishing between clients or call types. |
| Greeting Color | Defines the color of greeting or header text in the pop-up. |
| Contact | Assigns the call pop to a specific contact record for quick access. |
| Form to Open | Automatically opens a designated form (e.g., call log, intake, or feedback form) when the call arrives. |
| Icon | Allows you to attach an icon to visually identify the type of call (e.g., headset, user, phone). |
Actions:
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Click Add New to create additional screen pop entries.
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Multiple numbers can be configured with their own screen pop details.
💡 Tip: Use distinct colors for high-priority clients to help operators immediately recognize them.
3. Call Allowance
The Call Allowance section defines how much phone usage a client is permitted, based on their plan or agreement. This can be set in terms of minutes or the number of calls.
Type:
Defines the unit or category of the client’s call limit. The available options are:
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Not Billable – Calls under this category are not charged or counted toward billing. Use this for internal testing or courtesy lines.
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Number of Minutes – The client’s usage limit is based on the total number of minutes allowed. Once the defined minutes are reached, additional calls may incur overage charges.
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Number of Calls – The limit is based on the number of calls handled. This is useful for clients billed per call rather than per minute.
Amount:
Specifies the allowed quantity based on the selected Type. Enter a numerical value that corresponds to the client’s plan.
4. Phone Numbers
This section lets you add and manage phone numbers associated with the client, including transfer preferences and mobile notification rules.
Fields:
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Name – Label or description of the phone line (e.g., “Main Office,” “Support Line”).
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Number – The phone number assigned to this client.
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Blind Transfer – Enables a direct (unannounced) transfer to the number.
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Hide Blind – Hides the blind transfer option from the console to prevent accidental transfers.
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Transfer Types – Defines the allowed transfer options (e.g., blind, attended, voicemail).
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Mobile – Marks the number as a mobile contact.
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Notify – Enables notifications (SMS or push alerts) for incoming calls.
Actions:
- Click Add New to register a new number and define its transfer and notification behavior.
Saving Changes
Once all configurations are set, click Save at the bottom of the screen to apply and store the changes.
Next Step
→ Proceed to the Billing Tab to define client billing details, rates, or invoice settings.