Configuring User Phone Settings in Shape Software

Phone Settings

Before configuring your user profile phone settings, please be sure that you’ve successfully enables your phone integration, purchased a phone number, verified caller ID numbers, and added usage credits. If you haven’t done this yet, please visit the “Manage Call Settings” setting page and follow this guide.


Configuring User Profile Phone Settings

After you’ve enabled your phone integration and gone through the “Manage Call Settings” page, visit your user profile page and configure your settings. Each user can change his or her own call settings. Admins (and Managers if that role permission in your system allows to manage users) can also do this on behalf of users by using the “Manage Users” settings page and opening each user account.

Go to your user profile by clicking on your name in the upper right hand corner and clicking “Profile.” Then navigate to the “Phone Settings” Tab.

Go to your user profile by clicking on your name in the upper right hand corner and clicking “Profile.” Then navigate to the “Phone Settings” Tab.


Calling Preferences

Choose the way in which you would like to make and receive calls from your system. Choose web phone for calling directly in your browser window. Want to use an alternate phone? Choose call forwarding to enter in a direct dial phone number to use outside of a browser. The method you choose here will work for both inbound and outbound calling. If you use call forwarding, the phone you enter here will ring when initiating a call, you should pick up the phone for it then to dial out to the intended record.

Web Phone  Call directly from your CRM through your web browser. No phones, other hardware, or apps necessary for inbound or outbound calls. Headset recommended.   Call Forwarding  Setup call forwarding in minutes. Divert calls to your personal or business number and never miss a business call again.

Web Phone Call directly from your CRM through your web browser. No phones, other hardware, or apps necessary for inbound or outbound calls. Headset recommended.

Call Forwarding Setup call forwarding in minutes. Divert calls to your personal or business number and never miss a business call again.


Caller ID for Outbound Calling

An existing non-Shape phone number, like the number to a wireless phone or a landline in your home or office, must be validated here in the “Manage Call Settings” settings page before it can be used for outbound calling. Choose the verified number that you’d like your call recipients to see. If you have local presence turned on, the system will automatically match the closest number to your record’s phone.

Choose your caller ID number in the dropdown on your profile phone settings page.

Choose your caller ID number in the dropdown on your profile phone settings page.


Inbound Voicemail Recordings (optional)

Inbound voicemail recordings are the voicemail greetings that customers will hear when you miss a call from an inbound call. Clients will have the opportunity to leave you a message. Reassuring the caller that they contacted the correct number or reached the person they intended helps reduce the number of hang-ups and wasted messages you’ll receive. This feature only supports the MP3 format with bitrates of 320kbps or lower. Higher bitrates will not play back properly. Either choose from a company-upload recording or upload your own. Don’t forget to choose your default voicemail message in the dropdown! If you have call forwarding turned on, your inbound callers will hear your voicemail message on your call forwarding number, they will not hear this inbound message.

Either choose from a company-upload recording or upload your own. Don’t forget to choose your default voicemail message in the dropdown!

Either choose from a company-upload recording or upload your own. Don’t forget to choose your default voicemail message in the dropdown!


Outbound Voicemail Messages (optional)

Outbound voicemail drop messages are (also known as voicemail automation) is a type of sales technology that is designed to accelerate the process of leaving voicemail messages. This feature only supports the MP3 format with bitrates of 320kbps or lower. Higher bitrates will not play back properly. Upload your own personal voicemail messages you’d like to leave when dialing out. You can select a voicemail message from the dialer popup to drop and move on to the next call.

Upload your own personal voicemail messages you’d like to leave when dialing out.

Upload your own personal voicemail messages you’d like to leave when dialing out.


Inbound Call Availability & Local Presence

After wrapping up your user profile call settings, just double check that your inbound call availability is turned ON to receive calls. If local presence is turned OFF, then your Caller ID selected in your profile settings will always show when calling out to your records.

After wrapping up your user profile call settings, just double check that your inbound call availability is turned ON to receive calls. If your inbound call availability is turned OFF, you will not receive inbound phone calls from the system. Be sure to keep this on if you would like to accept inbound calls.

After wrapping up your user profile call settings, just double check that your inbound call availability is turned ON to receive calls. If your inbound call availability is turned OFF, you will not receive inbound phone calls from the system. Be sure to keep this on if you would like to accept inbound calls.

If local presence is turned OFF, then your Caller ID selected in your profile settings will always show when calling out to your records. If local presence is turned ON, then the system will try to match phone numbers in your system with the record’s phone number. If and area code isn’t an exact match, then it will go off of the “Local Presence” settings page rules.

If local presence is turned OFF, then your Caller ID selected in your profile settings will always show when calling out to your records. If local presence is turned ON, then the system will try to match phone numbers in your system with the record’s phone number. If and area code isn’t an exact match, then it will go off of the “Local Presence” settings page rules.


Need More Help? Contact us at support@setshape.com