An introduction to Voice

Voice lets you integrate selected leading dialler and telephony systems with FLG CRM to give you features such as call logging, call recordings, click-to-call and screen-pop as well as revealing call matching and call history features. It increases compliance and speeds up the process your agents and advisers follow for every call with a seamless user experience.

To give users access to setup Voice features, click Settings > Users in the side navigation bar and ensure the Administration permission Enable user to manage integrations is enabled.

An outbound call to the telephone number on the lead or an inbound call from the telephone number on the lead will now automatically create a Telephone Call note on the lead and register the call in the call history. 

Telephone Call notes can be viewed from the Summary tab on the lead. For more information on the Telephone Call, click Expand to view in line or the View button. The call recording can be played from the Summary tab via the Play Call Recording button.

The View option opens the call details and provides all the information about the call. The call recording can be played from the call details page and notes can be made about the call.

It's possible that a telephone number may be recorded on multiple leads or relevant calls may be from a telephone number not saved on the lead. Voice gives controls to match/unmatch and archive calls from the call widget, call history and call details page to ensure all your telephone calls are linked to the correct leads.

The call history provides a full audit of outbound and inbound. Users can either see all calls, their team's calls or just their own calls based on their permissions. The call history can be filtered.