Understanding the Call Connect Feature
StudioHub, offers a feature known as Call Connect, which can be activated to enhance call management and automate certain processes. However, it's important to understand how this feature works and why you might encounter issues.
Issue: Unexpected Prompt to Press a Number on Incoming Calls
Clients may report that they are asked to press a number to connect during incoming calls. This occurs when the Call Connect feature is enabled.
Why Does This Happen?
When enabled, Call Connect adds a layer of interaction to your incoming calls. Instead of directly connecting the call, you'll hear an automated message prompting you to press a button on your phone to accept the call. This is by design and serves to prevent voicemails from being registered as connected calls.
Purpose of Call Connect Feature
Automated Call Status Management: The CRM can automate statuses such as 'connected' vs. 'not connected'. This allows for powerful automations, like sending a text message back to unanswered inbound calls (Missed-Call Text-Back).
Avoiding Confusion with Voicemails: Sometimes, the system might misinterpret a voicemail recording as a connected call. This feature ensures that only calls answered by a human are categorized as connected.
How to Toggle the Call Connect Feature
To toggle this feature, you need to check the "Enable Call Connect" box in your CRM settings. This box is located in Settings -> Phone Numbers -> Edit Configuration (three-dot menu) for the phone number to be configured.
By doing this, anyone receiving an inbound call on that number will have to press a key to connect, giving a clear indication to the system that the call was answered by a human.
Recommendations
For Accurate Call Categorization: We recommend turning this feature on to avoid misclassification of calls and to enable precise automation based on call status.
For Clients Experiencing Issues: If you or your clients find this feature disruptive or unnecessary, you can easily disable it by unchecking the box in the CRM settings.
Conclusion
Understanding the Call Connect feature's purpose and settings is crucial for optimal use of StudioHub. If you encounter any difficulties or have further questions, please don't hesitate to contact our support team for assistance.