How to Track Call Activity

This article describes how to track call activity using the FORTH CRM. The article is divided into the following sections:

• Overview
• Manual Call Logging
• Scheduling a Follow-Up Call
• Deleting a Call
• Integration-Controlled Call Logging

Overview

CRM users can view and manage detailed call logs (including call duration, type, direction, and participants) and categorize call outcomes with predefined dispositions (e.g., "Left Voicemail," "Connected") within the FORTH CRM, so that they can track, analyze, and improve call performance.

Via the Calls nested tab (available in the Client Dashboard), the FORTH CRM lets you log call activity associated with client files, as well as store call activity records created by telephone integrations such as Bluerock®, FreeVoice®, or Ytel®.

The Calls nested tab is accessed by selecting the client you wish to investigate, and then clicking the Calls Tab from that Client's Dashboard (see the red highlighted image above).

You will see a "Call Activity" table containing any records of phone calls made and recorded by Forth. From here you can do one of the following:

• Click Log A Call; or
• Click one of the phone numbers in the left-side panel.

Manual Call Logging

To manually log a phone call to a client, click the Log A Call button under the "Loans" subtab (see the image above). The page shown below will then appear on the page.

Scheduling a Follow-Up Call

To schedule a Follow-Up Call, make sure the Follow-Up Call link to the right of "Call History" is )active (see the right side of the image shown above. 

Complete the following as desired:

• When to schedule a follow-up with the client.
• Time and Timezone you want to schedule the phone call.
• Assigned To to assign a user to contact the client.
• Event Type to specify the reason for the follow-up.
• Description to enter details about the call.
• Select Save Call at the top left of the page OR to save this log and then forward it via email, click the Save & Email option (also shown above). The Send An Email window opens as seen below:

Fill out the fields as shown in the image above, and click the Send Email button when finished with your message.

Stored Information entered from the previous screen

Deleting a Call

IMPORTANT
It is not recommended to delete a call record.

1. From the Client Dashboard, click the Calls tab.
2. Hover over the call activity record you wish to delete. A small red trash can should appear.

3. Click the small red trash can icon next to the call you want to delete.

   WARNING
   There will be no confirmation check to ensure you want to delete the call record.

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Integration-Controlled Call Logging

Integration-controlled call logging allows for the storage of calls and voicemail recordings. Below are examples of the Call Activity Table for each of the three (3) phone integrations with Forth: Bluerock, Ytel, and Freevoice.

Bluerock® integration automatically generated call logs
 

Ytel® integration automatically generated call logs
 

Freevoice® integration automatically generated call logs