Handle incoming calls (Beta)

voip

Note: This feature is in Beta which means it works but may still have a few teething problems. We’d love to get your early feedback so we can make the feature work for you and your business.

Many VoIP systems allow you to see the incoming call number and to optionally fire a request to your web browser to display a page based on that number. If you have such a system then you can connect RealtimeCRM to your system very easily.

Integration URL

The exact method that you use to connect your Voip system will be specific to your supplier. You should have a read of their documentation to find out how to fire a web page on an incoming call. One thing you will need, however, is a URL:

https://app.realtimecrm.co.uk/incoming-call/:number

You should replace the :number part at the end with the incoming call number. Your voip system documentation will tell you how to do this.

How it works

When the URL is used, triggered by an incoming call, RealtimeCRM follows a specific procedure in order to display the appropriate data to help you see who is calling. The system trawls the database for a match against number in the following order:

  • If a single Contact is found, go there
  • If a single Company is found, go there
  • If multiple Contacts are found, go to the Contacts list with filter applied
  • If multiple Companies are found, go to the Companies list with filter applied
  • If nothing found go home

Current limitations

The incoming call system is in Beta at the moment. We’re still working on it but if you want to use it please do and let us know what improvements you’d recommend.

Currently, we are aware that the feature only matches telephone numbers that have an exact match in RealtimeCRM. This means that the phone number +441223626265 is not the same as 01223626265 or 01223 626265 and therefore the record won’t be found.

Spot anything else? Let us know

Testing

You can use the above URL directly in any web page, so long as you are logged into RealtimeCRM. Just replace the :number with the phone number that you want to test.

Note: This feature is in Beta which means it works but may still have a few teething problems. We’d love to get your early feedback so we can make the feature work for you and your business.