Basics of Phone Integrations
A phone integration connects a VoIP (Voice Over IP) app to your CRM. VoIP is computer software that makes phone calls over the internet instead of landlines.
Many phone systems today use VoIP. If you're using a VoIP app, you may be able to connect it to AgencyBloc. Once connected, you can unlock more utilities in AgencyBloc for phone calls, like:
Video recorded on July 26, 2022
- 0:00 - 1:01: Introduction
- 1:02 - 1:55: Webinar Overview
- 1:56 - 2:39: What is a VoIP?
- 2:40 - 3:49: Integration Points (Incoming Calls, Outgoing Calls, Call Logging)
- 3:50 - 4:52: Levels of Integration
- 4:53 - 9:24: Incoming Calls - Screen Pop
- 9:25 - 13:17: Outgoing Calls - Click-to-Dial
- 13:18 - 21:24: Call Logging
- 21:25 - 23:03: CMS Call Recording Requirement
- 23:04 - 32:01: Q&A Session
When you receive a call over your computer, a notification will pop up on your screen with the caller’s id and name, and it will search for the record’s information in AgencyBloc. For some VoIP apps, the notification will appear on your desktop with a button to AgencyBloc.
In others, it will automatically open a new browser window or tab and start searching for the caller in your AgencyBloc account.
This utility is commonly called “screen pop”, but it could go by other names depending on the VoIP app. For example, Vonage calls it “Web Launcher”, but RingCentral calls it “Launch External Website”. Learn how to set up screen pop.
You can click on a phone number in AgencyBloc to launch your VoIP app and make a call. Learn how to set up click-to-dial. Please note that calls will still be made through your VoIP app, not AgencyBloc.
Most VoIP apps record and save calls to an online database, which you can review and download. If you sell Medicare products, this CMS rule will require you to store recordings of your calls with Medicare leads and clients.
If you want to store your recordings in AgencyBloc, you could:
- Manually upload and attach recordings to Activities or Notes/Attachments.
- Set up an integration with your VoIP app to automatically attach recordings to Activities or Notes/Attachments.
How do I know if I'm using a VoIP app?
Are you making calls over a landline phone system or your computer? If you make calls over your computer, you're most likely using a VoIP app.
How do I connect my VoIP app to AgencyBloc?
You can integrate with one of our supported partners or connect your VoIP to AgencyBloc through a generic integration.
Partner integrations are VoIP apps that have built-in functions for integrating with AgencyBloc. We have partner integrations with the following VoIP providers:
If your VoIP app does not have built-in functions for integrating with AgencyBloc, that doesn’t necessarily mean it can’t. It all comes down to your VoIP app and which integration points you want to use.
Note: Not every VoIP app can incorporate each integration point. Some may be able to do screen pop but not click-to-dial, for example.
Here are a few examples of popular VoIP apps that have been connected to AgencyBloc using at least one integration point:
If you have any questions about your VoIP app’s integration features, please contact your VoIP provider’s support team or review their help site.