This guide explains the basic phone setup required at the location level to connect calls to Storable CRM so they can be tracked and recorded. The information and diagrams included here show a basic setup. Depending on the products you have purchased, you may have a more customized route utilizing our Pay by Phone feature and/or Storable CRM DIY Call Center.
This is ONLY required if you are using our CRM (lead) or Contact Connect (Contact Center) services, and does NOT apply if only utilizing Collections. Additionally, if you use only dedicated call center agents to answer calls and do not have employees answering calls at the location, this phone setup may not apply to your configuration.
Set Up Diagram
Set-up Explanation
For Storable CRM Lead and Call Center services to function properly, your main customer/lead-dialed phone numbers (i.e., all published/advertised lines) need to connect to our system. This will allow us to track and record all calls and route them to your location for answering.
For your initial launch, the simplest solution is to forward the lines to our system. This forwarding can sometimes be as simple as using the *72 functionality on your phone to activate "call forward always". In other instances, you may need to contact your phone provider to set this up.
Once the call is forwarded to our system, we control the routing. This may include simply ringing to your location or following a more customized call route/IVR. When our call route dictates that we ring the location, we need a unique phone number (different from the customer/lead-dialed line) to route calls to the location. We refer to this as the Storable CRM "ring to" number. We are unable to ring back to the mainline as this is forwarding to us and would create an endless ring loop, sending the call back and forth with no endpoint.
Only applicable if you have 10+ locations - For large portfolios, after the initial launch, we suggest porting (moving) the numbers to Storable CRM so all numbers are managed in one place. You still own the numbers and can port them out at any time.
Options for Second Line (Storable CRM "Ring to" Line)
RECOMMENDED - Install Storable CRM VoIP - you can utilize our VoIP service as an option for the unique “ring to” line at the location. It’s important to note that your location must have reliable internet service to support this option, and you will need to purchase a phone compatible with Storable CRM VoIP service. Click here for more info on Storable CRM VoIP.
Second traditional line at the location - existing or newly added with your current phone provider. This should be a non-published number.
If you are currently using a VoIP phone service through another provider, some providers can easily convert the mainline # to a tracking line (not directly associated with the phone's dial tone service). They would then assign a new phone number to the dial tone line. This number can now be used as the Storable CRM "Ring to" number. The mainline # that has been converted to a tracking line can now easily be forwarded to Storable CRM. It’s important to note that the new "ring to" number on the line must ring directly to the phone, without any internal system answering or routing, as this would affect our ability to continue controlling the call past the location ring step, if needed. Your VoIP provider MUST use the standard SIP protocol and send us a "ringing" signal unless the call is actually answered.
Additional Tracking Numbers
If you have additional tracking lines/phone numbers besides the location mainline, these will connect to Storable CRM as part of your mainline forwarding. Since they currently forward/ring to the mainline, when the mainline forwards to Storable CRM, we receive all call traffic on these tracking lines. In the long term, we suggest porting/moving these individual lines to Storable CRM to enable better tracking/reporting. Having numbers moved into our system gives you more insight into calls, leads, and conversions for each tracking number.