This article discusses how to enable, make, and manage outbound calls in Lead Docket. Outbound calling is an optional setting in Lead Docket. When turned on, the setting allows you to click a contact’s phone number within a lead or contact page to initiate a call.
Enable Outbound Calling
To turn on outbound calling, you must first be entered into the STIR/SHAKEN database, and a Lead Docket employee must enable the outbound calling feature for your account.
To enable outbound calling, you must first be entered into the STIR/SHAKEN database. STIR/SHAKEN is a set of FCC standards that help validate external calls and reduce the effectiveness of fraudulent calls. These standards digitally validate phone calls that travel through complex networks. As a result, the phone company of the receiver can ensure that the Caller ID matches the number making the call.
To be added to the STIR/SHAKEN database, send the following information to firstname.lastname@example.org:
- Legal business name
- Full business address
- Business type (partnership, corporation, etc.)
- Business EIN number
- Website URL
- The name, email, title, and phone number of at least one authorized representative
Once we receive your information, we will complete the registration process. When registration is finished, we can attach numbers to your SHAKEN/STIR profile to enable outbound calling.
Place an Outbound Call
To place an outbound call, navigate to the desired contact information and click the contact’s phone number. Lead Docket then calls the number entered in your user account settings. When you accept the call, you will hear a recording that states “This is Lead Docket. Press any key to connect call to [Lead Name].” Once you press any key, a call is initiated to the contact’s phone number and the calls are bridged.
The caller ID is the phone number that appears for recipients of outbound calls. The default caller ID will be your organization’s default texting number. The caller ID can also be the default number of the office associated with the lead, or a validated external number of your choice. Learn how to validate phone numbers in Lead Docket.
Lead Docket admins can modify the caller ID for outbound calls. To change the caller ID number for all outbound calls, navigate to the lefthand menu. Select Manage, then select Phone Numbers. In the top right corner, select Other Options, then select Configure Outbound Caller ID.
Locate the desired number and click Set Default to the right of that number.
Area Code Match
The Area Code Match feature allows Lead Docket to match the area code on outbound calls and SMS texts to a lead’s area code. When you initiate a call, Lead Docket will look at your list of authorized numbers and call from a number with the same area code as the lead. If an area code match is not available, Lead Docket will use the default outbound caller ID.
To enable or disable Area Code Match, navigate to the lefthand menu. Select Manage, then select Settings. Select the Phone tab. Click the text box below Enable Area Code Match on Outbound Calls & Texts and select the desired option. When finished, click Save.
Outbound calls are recorded based on your call recording option setting. To change your call recording setting, navigate to the lefthand menu and select Manage, then select Settings. Select the Phone tab. Click the text box below Call Recording Option to change the settings. You can opt to record no calls, all calls, or only inbound or outbound calls. When finished, click Save.
You can find call recordings in the Calls tab of a lead. All outbound calls are automatically logged in that tab, along with the name of the caller and call duration.