Using CloudCall within your CRM

Q: Can I add a number to an existing contact or create a new contact from an unknown inbound call?
A: This feature is not currently available but is planned for a future update. You will also be able to import contacts directly into your CRM in future versions.

Q: What if I receive a call from a number with multiple contact records in my CRM, and the wrong one pops up?
A: During an active call, click the 'i' icon next to the contact name. You’ll be presented with a scrollable list of contact records sharing the same number. Select the correct contact and save.
If using softphone notes, the note saved at the end of the call will save against the newly selected record. If using native notes, you will also need to change the contact displayed in the note screen to reflect the newly selected record.

Q: Will native notes pop up automatically in Bullhorn when I receive a call from a known contact?
A: Yes, the notes will pop automatically when your softphone rings. If you do not want to answer the call, simply close the note window.

Q: Can I listen to call recordings directly from within my CRM?
A: Yes, the call activity will include a link to the recording. Clicking this will redirect you to CloudCall, where the softphone will pop up with the recording ready to play.

Q: Can I view SMS activity from within my CRM?
A: Yes, SMS activity will appear in the softphone. Clicking on it will redirect you to CloudCall, where you can view the SMS details.

Q: How frequently do contacts sync from the CRM to CloudCall?
A: Currently, contact sync occurs every 15 minutes. While immediate syncing is planned for future updates, it’s not yet available in o1.

Q: Can I use my personal mobile as a click device with CRM integration?
A: No, o1 does not support personal click devices for use with your account. If you are logged into both the softphone and the mobile app and you click to call from the CRM then the call will only be delivered to the softphone.

Q: How can I access historical SMS data in Bullhorn? 
A: Contact CloudCall Support, and we can download all SMS history for you. It’s not currently accessible through your CRM.

Q: Notes aren’t popping in my Bullhorn CRM; instead, I see them in the softphone. How can I use native notes in Bullhorn? 
A: Go to 'More' in your softphone, click 'CRM Settings,' and ensure that 'Notes' is set to CRM. 

Q: Why are my CRM contacts in the UK showing in US format with +1 in front of the number?
A: You may need to update your location settings in your softphone and Chrome extension. Go to 'More,' click on your profile, and ensure your locale is set correctly. The same applies to numbers appearing as +44 when calling in the US.