Set up phone calls with Simply Voice

Simply Voice lets your users make and receive calls from Simply CRM and the Simply Voice app, and logs every call. This guide is for administrators. Today Twilio is supported; other phone providers are added over time.

What you need

• A Twilio account with a phone number, an API key and a TwiML App.
• Simply Voice enabled for your CRM (contact Simply support if the app says your CRM is not set up for Simply Voice).
• An administrator login.

1. Connect your CRM

Sign in to the Simply Voice app with your CRM e-mail and password. If you are an administrator and it is the first time for this CRM, the connection is set up automatically. Nothing else to enter. Your password is not stored.

Behind the scenes Simply creates a system user called voice-server in your CRM. It is the voice server's own login:

• It cannot be used to sign in with a password.
• It has its own access key, which can only read the voice setup (your lines, users and phone hours, and the phone provider's keys). It cannot read or change anything else in your CRM, such as records or other settings.
• It does not show in user lists or pickers.
• It is not counted as a paid user.

2. Add your phone provider (Voice setups)

Go to Settings > Integration > Voice setups and add a setup:

• Vendor: Twilio.
• Name: for example "Twilio, main account".
• Account SID, Auth token, API key SID, API key secret, TwiML App SID.
• Region is optional, for example ie1 for Ireland.

Secret values are write-only. After saving you only see whether they are set. Leave a secret empty when editing to keep it.

3. Add your numbers (Voice lines)

Go to Settings > Integration > Voice lines and add a line for each number:

• Setup: the setup the number belongs to.
• Number: international format, for example +4512345678. Each number can only be on one line.
• Assigned to all users, or pick the Users on the line. Several users on one line all ring on incoming calls.
• Record calls and an optional Recording notice that the other party hears before the call is connected.

Recording calls is regulated. Tell callers that calls are recorded (use the recording notice) and check your own rules for how long you keep recordings.

4. Decide when phones may ring (Voice company policy)

Go to Settings > Integration > Voice company policy:

• Turn on Limit when the phone may ring, then choose the days, the from and to time (24 hour clock, for example 08:00 to 17:00) and the time zone.
• Forward to this number outside these hours is optional. Without a number, nobody is rung outside the hours.

This is independent of the working hours stored on employees.

5. Personal hours

Every user follows the company policy by default. Under My preferences > Phone availability a user can choose Phone policy:

• Company policy: follow the company policy (default).
• Always available: no limits.
• My own hours: own days, from, to and forward-to number. Anything left empty follows the company policy. The user's own time zone is used.

Administrators can change these fields for any user.

Troubleshooting

• Calls do not ring: check that the number is on a line, the user is on the line, and the time is inside the hours of the company policy or the user's own hours.
• The app says the CRM is not set up for Simply Voice: contact Simply support.
• Changes seem slow: the voice server refreshes each CRM every few minutes.