This guide explains basic phone set-up required at the location level for calls to connect to Storable CRM so they can be tracked and recorded. The information and diagrams included here show a basic set-up. 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 only utilize dedicated call center agents to answer calls and do not have employees answering calls at the location, then this phone set-up may not apply to your configuration.
Set Up Diagram
Set-up Explanation
In order for Storable CRM Lead and Call Center services to function properly, your main customer/lead dialed phone numbers (so all published/advertised lines) need to connect to our system. This will allow us to track and record all calls and send the calls to your location to be answered.
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 us.
Once the call forwards to our system, we control the call 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) where we can route the calls to ring at 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 strong internet service in order to support this option and you will need to purchase a phone that is 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 dial tone service on the phone). 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 forward 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 other 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 standard sip protocol and send us a signal of "ringing" 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 is forwarding to Storable CRM, that results in us receiving 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 to our system allows you more insight on calls, leads and conversions specific to each tracking number.