Call customers from a job

Click Call on a job - your phone rings first, then the customer, from your business number. The call is logged on the job, with a recording if you like.

The Call button on a job calls the job's customer through your business's own calling account. Your own phone rings first. When you answer, the customer is connected and sees your business number, not yours. When the call ends, it's logged on the job with how it went and how long it took. Calling is on Standard and up.

Set it up once

1. An admin opens Settings > Phone calls.
2. If your business already connected calling in CRM, or a phone number in Helpdesk, Field Service uses it by itself. You'll see which one is in use.

3. Otherwise, connect your own account:

   • Exotel - your account SID, API key and API token (Exotel > Settings > API), and your ExoPhone number. Or Twilio.
4. Tick Record calls if you want recordings. Tell your customers - in many places the law asks you to.

The keys are checked with the provider and kept encrypted. The provider bills you for the call minutes.

Add your own phone

Each person who calls adds their mobile number once in My settings > My phone for calls. That's the phone that rings when they click Call. Admins can also set a technician's phone in Users.

Make a call

1. Open the job and click Call.
2. Answer your phone when it rings.
3. You're connected to the customer.

The job shows the call while it's on. Afterwards it's in the job's Calls box and in its Activity: talked (with the length), no answer, or busy.

Recordings

When recording is on, the Calls box on the job has a player for each recorded call. Recordings play through Ellibo - there's never a public link. The person who made the call and admins can listen to them.

Good to know

• A call that never reached the customer (you didn't answer your own phone) isn't logged on the job.
• If your own calling account stops working, for example because the token changed, Field Service doesn't switch to another account. Fix it in Settings > Phone calls.
• When a customer's personal data is erased, their number and recordings are removed from the calls. The calls stay on the job's history.