Your organization's JourneyCARE account comes with a small monthly credit for phone calls and texts. If you exceed this designated amount, you will be invoiced for the overage. Contact us at help@journeycare.app for details.
To view the phone number settings for your JourneyCARE account (if applicable), navigate to Settings > Phone Numbers and click on the pencil icon.
Number Name
The internal name for the phone number (maybe it’s ‘main office number,’ or maybe you’ll name it after an employee who will get assigned this number)
Forwarding Number
The phone number to which inbound calls are made to this new number should route (when someone calls the new number we just purchased, the call will be redirected to whatever number we save here).
Pass Called Number As Caller ID
By default, meaning if we leave this box unchecked, the phone number of whoever is calling gets passed along to show in Caller Id. If we check this box, however, the system will pass the number we just purchased as the Caller ID number, which can be helpful as you’ll always know you’re about to answer a call that came through JourneyCARE.
Enable Call Connect
If this box is not checked, incoming calls will function as normal so that the call immediately connects when you answer. If we check this box, however, you’ll hear a whisper message prompting you to push a button on your phone to accept the incoming call.
Whisper Message
The Whisper Message plays an announcement to you when a call comes through JourneyCARE. We typically set this to be something like "This is a call from JourneyCARE". It's just a bit of a heads up in case you want to answer the call with a different greeting.
Call Recording
This is a not a feature that is normally used unless your organization has a Sales Team or Customer Support Team that needs to have calls recorded for quality purposes. Any recordings made will appear in the conversation stream of each contact, along with all the emails, text messages, Facebook messages, Instagram DMs, etc.
If you turn this on, please be aware that most states require that you play a notification message like “this call will be recorded for quality purposes,” so that the caller is aware.
Call Timeouts
Inbound timeout:
The amount of time (in seconds) the system lets the inbound call ring before being dropped or forwarded to a voicemail (personal voicemail or pre-recorded voicemail within the CRM).
Scenario 1: If you want the lead to reach your cellphone voicemail, you can leave this field blank or add 60 secs. Most voicemail systems will answer during that time.
Scenario 2: If you want the line to ring and the lead to reach a pre-recorded voicemail in your JourneyCARE system, add the inbound call timeout to around 20+/- seconds. Setting a short timeout will ensure the line doesn't ring long enough to reach your personal voicemail recording.
Scenario 3: If you want inbound calls to go straight to the pre-recorded JourneyCARE voicemail, set the inbound call timeout to 1-4 seconds. This will ensure that the voicemail set within the system is used.
If you are going to use either Scenario 2 or 3, you will want to ensure that you have uploaded a voicemail (MP3/WAV file) within the Business Info tab.
Outbound timeout:
The amount of time (in seconds) the system lets the outbound call ring before dropping the call. Setting a shorter outbound timeout to 30 +/- seconds will reduce your chances of reaching the person's voicemail, if you prefer not to leave messages.
