In This Lesson You Will Learn:
1. How to enable LC Phone
2. How to purchase a phone number for a sub-account
3. How to set up Verified CallerID aka Number Masking feature
Why do you need a phone number?
With LC-Phone enabled, you can send and receive SMS and calls directly from the CRM. Incoming calls to your new HighLevel number automatically create a new contact in your list, making it easy to grow your contact list over time. All calls and messages are also tracked and recorded in one central location for easy access and management of your business communication.
How can I make the most of this new phone number?
The benefit of this number is that you can now use this for all of your business activities and the calls are tracked & recorded in the CRM. Whenever someone calls this number or sends a text to this number hat
💡PRO TIP: Once you have purchased this number add it to wherever you have a digital presence
Your Website
Google My Business
Social Media Profiles
Email Signature
WHY? Because now whenever someone calls or texts this number that person is added as a contact or lead in your CRM. This makes for an incredibly easy way to build the contact list. Your clients will thank you for all the leads you got for them & all you did is set up LC phone!
Switch To LC Phone System
Why LC-Phone?
“LC – Phone eliminates the need to integrate a third-party Telephony provider (Twilio, Plivo, etc.) in order to send/receive an SMS/Call in the CRM.
With LC – Phone, sending & receiving SMS/Calls in the CRM works right out of the box! Read more about it here.”
source: https://help.gohighlevel.com/
When you open up a HighLevel account, by default your phone system will be on Twillio, you must switch to LC phone. Migrating new subaccounts to LC phone is really easy to do. If you have a new HighLevel account it is recommended that you start all subaccounts on LC phone. Please follow the steps below to learn how to set up LC Phone.
1. Make sure you are on your “Agency Dashboard”
2. Click on “Settings” in the bottom left hand corner
Select Switch to LeadConnector Phone System
Then on the left sidebar select “Phone System – Twilio”
On this screen, you’ll click on “Switch to LeadConnector Phone System”.
Clicking here will switch all NEW (FUTURE) subaccounts over to LC Phone. Your existing subaccounts will be unaffected.
Confirm the Switch the Lead Connector Phone Service
Read the disclaimers & then click on the “Confirm” Button.
Use LeadConnector Phone Service
To switch over a specific subaccount be sure to click on “Use LeadConnector Phone Service” next to the subaccount that you would like to switch.
Success!
If you have successfully switched your subaccounts over you will see “Managed by LeadConnecter Phone System“
However, remember that it can take up to 48 hours to complete the migration process.
Next, let’s learn how to purchase a phone number for a subaccount!
Select Sub Account
Navigate to “Click here to switch” & then select the subaccount you’d like to purchase a phone number for.
Navigate to Settings
Once you are in your desired subaccount click on “Settings” in the bottom left-hand corner.
Navigate to Phone Number
On the left-hand side menu please find, “Phone Numbers”
This is where you go to add or edit a phone number in a subaccount.
Select +Add Number
Now, click on “+ Add Number” button on the right side of the screen.
Select Country & Area Code
Now, Select your Country and enter your preferred Area Code for your new phone number.
For example, you can type “669”.
After entering the Area Code, Click on the “Search” button.
Select A Number
Now, it will show you a list of numbers along with the Monthly Fee.
Select any number that you like & then click “SAVE”
Configure Settings for your New Phone Number
After you have purchased the number, you will need to configure a few settings, to do this please click on the edit pencil icon on the far right side of the screen.
Enter the Number Name
Select a name for this phone number.
A Few Examples:
“Main Line”
“Carol’s Number”
“Sales Department”
“Billing Department”
Enter a Forwarding Number
Next, enter a forwarding number. This can be a personal cell phone or business line.
The number you have purchased, simply acts as a pass-through number and all phone calls will actually be redirected to the forwarding number that you enter here.
We recommend adding a number that you frequently check, it can be a personal cell phone number or your work phone number.
Select to Pass Called ID
Now, select “Pass called number as caller ID” check box.
This is a super helpful feature! Why? Because we all get so many spam & random phone calls how do you know when a potential lead or customer could be calling?
You didn’t until now!
When this is enabled, the next time someone calls your newly purchased phone number you will see your number appear as the caller ID.
Save this tracking number as a contact in your phone with your business name. So when someone dials the tracking number it’ll show up as your business is calling you.
And that’s a clear indicator that this is an important business call that you should pick up.
So we recommend that you turn this feature on.
Enable Call Connect
We recommend that you turn this feature on. It requires that you press a key to connect the call, but this leads to more accurate call reporting & the missed call text back feature works better when this is enabled.
Whisper Message
We recommend that you also turn on the “Whisper Message”.
Whisper message plays INTERNALLY, to the person who ANSWERS the call. This is helpful because before answering you will be able to know who is calling.
Enable Call Recording
To ensure that each outgoing or incoming call is recording be sure to turn on “Call Recording“
Inbound Call Timeout Explained
The inbound timeout refers to the maximum duration (in seconds) that an incoming call can ring before it is either dropped or forwarded to a voicemail. Basically, when someone calls how long should the call ring for before we forward them to voicemail?
This voicemail can either be your personal voicemail or a pre-recorded voicemail within the CRM.
Depending on your preferences, you can adjust the inbound timeout to suit your needs. Let’s walk through a few different use cases to find what suits you best.
Use Case 1: [MOST COMMON]
If you want the call to reach your cellphone voicemail, you can either leave the field blank or set it to 60 seconds.
Use Case 2: Line rings & then goes to a pre-recorded voicemail from within the CRM [this option gives you an opportunity to answer the call]
Set the inbound call timeout to around 20 seconds. This will prevent the line from ringing for too long, which may cause the call to go to your personal voicemail recording.
Use Case 3: Line goes STRAIGHT to a pre-recorded voicemail from within the CRM [this option DOES NOT give you an opportunity to answer the call]
Set the inbound call timeout to 1-4 seconds. In this case, make sure you have uploaded an appropriate voicemail (MP3/WAV file) within the Business Info tab or the assigned user’s profile settings.
Outbound Call Timeout Explained
On the other hand, outbound timeout refers to the maximum duration (in seconds) that an outgoing call rings before it is dropped. Basically, when someone you call someone how long should the call ring?
Use Case 1: [MOST COMMON]
If you are leaving personalized voice messages & not running large call campaigns then leave the field blank or set it to 60 seconds. This will connect you with the prospect’s voicemail, if the call is not answered you can leave a personalized voice message.
Use Case 2: Line rings & does not reach the prospect’s voicemail
If you’re running voicemail drop campaigns or your agents have large lists and only want to speak to readily available leads, setting a shorter outbound timeout to 30+/- seconds can reduce the likelihood of reaching the customer’s/lead’s voicemail.
Your Completed Phone Settings
Yay! You are all done now! Once you have completed all these settings your screen should look like this. Be sure to click “UPDATE“
Next, this is optional, but you can set up a Verified Caller ID
What is a verified caller ID?
By verifying your caller ID you can use your existing phone number as the caller ID for outgoing calls, even if you have a new HighLevel number. This is called number masking.
For example, Shirley, who has run a salon for 10 years, is worried that her customers won’t recognize her new number from the CRM. But by verifying the caller ID, her customers will see the number she has been using for years when she calls them, even though she is using the new HighLevel number from the CRM.
How To Add a New Verified Caller ID
Go to any subaccount.
1. Click on “Settings” in the bottom left-hand corner
2. Go to “Phone Numbers” on the left side-bar
3. Here click on “+Add a new Caller ID“
Enter Your Cell Phone Number
Here you will enter your cell phone number or your business phone number. The number that you enter here is what will show up as the caller ID when you call out to your prospects.
This is perfect if you have a number you’ve used for years for your business and don’t want to switch to a new one. The contacts you call will see your original phone number come up, even though you are calling from within the system. How cool is that!
Once, you’ve entered your number, click on “VERIFY NUMBER“
Verify Your Number
Now you will receive a phone call & the voice will ask you to enter the code you see on your screen.
Number Successfully Verified
Success! Once you have verified your number you will see this screen. If you do not see this please try verifying again.
Add Your Newly Verified Caller ID to your HighLevel Number
In your phone numbers list, select the number you use to call out with & then click on the edit pencil.
Select Pass Verified Number as Caller ID
In the phone number’s settings you will see:
“Pass Verified Number as Caller ID” select that box & then select the verified number from the list.
Once selected be sure to click “UPDATE“
Awesome! Now you are ready to start calling out! Go ahead and test it out, call one of your contacts from the system, the number that they see as the caller ID will be the new number you just verified! ✅
