Inbound Phone Calls

Laminin Demo

1. 1. In order to receive inbound calls there are 2 requirements: 1. Inbound calls must be configured by Laminin on your PBX to route your inbound calls correctly 2. Your Laminin pr will need to be correctly configured by the System Administrator to enable inbound calls

2. 2. Click on the Phone Status icon

   

3. 3. Click on Available to make yourself available to receive calls

   

4. 4. When an inbound call comes in the phone will pop up in the bottom left corner of Laminin

   

5. 5. Click on Accept

   

6. 6. Laminin will open up the client's Contact profile

   If it is an existing contact Laminin will open the contact. If it is an unknown contact Laminin will create a new contact.

   

7. 7. You can now open an existing case if you want to add this call to an existing case

   

8. 8. The call and call recording is now added to this case

   

9. 9. Alternatively you can click on New Case (No Call) which will open up a new case

   

10. 10. The call and call recording is now added to this new case

    

11. 11. 11. When you are done with the conversation, click on the red "end call" button

    

12. 12. Select the appropriate call disposition

    In this example we are opening a case for this client

    

13. 13. Click on Confirm

    

14. 14. You can review this call by opening the client in Contacts

    

15. 15. Once open, click on Open Case

    

16. 16. Under Case Events you can click on Calls to see call details