An introduction to Voice

Voice lets you integrate selected leading dialler and telephony systems with FLG CRM to give you features such as call logging, call recordings, click-to-call and screen-pop as well as revealing call matching and call history features. It increases compliance and speeds up the process your agents and advisers follow for every call with a seamless user experience.

About Voice

To give users access to Voice features, click Settings > Users in the side navigation bar and ensure the Administration permission Enable user to manage voice is enabled.

An outbound call to the telephone number on the lead or an inbound call from the telephone number on the lead will now automatically create a Telephone Call note on the lead and register the call in the call history. 

Telephone Call notes can be viewed from the Summary tab on the lead. For more information on the Telephone Call, click Expand to view in line or the View button. The call recording can be played from the Summary tab via the Play Call Recording button.

The View option opens the call details and provides all the information about the call. The call recording can be played from the call details page and notes can be made about the call.

It's possible that a telephone number may be recorded on multiple leads or relevant calls may be from a telephone number not saved on the lead. Voice gives controls to match/unmatch and archive calls from the call widget, call history and call details page to ensure all your telephone calls are linked to the correct leads.

The call history provides a full audit of outbound and inbound. Users can either see all calls, their team's calls or just their own calls based on their permissions. The call history can be filtered.
Points to note:
  • If you already have a click-to-call provider configured in FLG CRM, this must be disabled by FLG before a Voice integration can be set up.
  • Some features rely on matching the FLG user account with the user account in your telephony system by the email address. Ensure both accounts use the same email address.
  • Some integrations may require a certain browser and the installation of a browser extension/add-on to use all functionality (see below).
  • Manual Telephone Call notes can still be created.
How to connect your Aircall account

Aircall is an ultra modern telephony system with instant setup, powerful integrations and proven quality. It scales very easily and flexibly so it fits your business today and the plans you have for tomorrow.

Aircall is authenticated at account level which provides access for every Aircall user on your Aircall account. To connect your FLG account to Aircall:
  1. Click Settings > Voice in the side navigation bar.
  2. Click Connect on the Aircall integration.
  3. Follow the account authorisation steps defined by Aircall.
  4. Once connected to the FLG account, the Aircall integration will state Connected.
  5. IMPORTANT: Login to Aircall and navigate to Integrations on the Aircall dashboard. Assign a telephone number to the integration.
How to connect your CircleLoop account

CircleLoop is a cloud-based phone system for business which runs in apps, from anywhere, on any device. It's powerful, cost effective and scales with any business.

To use click-to-call with CircleLoop, a browser extension or add-on must be installed. CircleLoop currently support Google Chrome and Mozilla Firefox.

CircleLoop is authenticated at user level so your CircleLoop administrator may need to assist managing user set up and access. Each user must install the FLG integration using CircleLoop's integration page.

To access CircleLoop call recordings from FLG, this must be enabled in CircleLoop. Take a look at the CircleLoop help guide on call recordings for more information. 

To connect your FLG account to CircleLoop:
  1. Click Settings > Voice in the side navigation bar.
  2. Click Connect on the CircleLoop integration.
  3. Answer the questions about existing accounts or users - this will ensure that the correct CircleLoop account is connected to FLG.
  4. Follow the account authorisation steps defined by CircleLoop. It may take some time for your contacts from FLG to synchronise with CircleLoop.
  5. Once connected to the FLG account, the CircleLoop integration will state Connected.
Let us know how we can improve FLG on our feedback site.

Feedback and Knowledge Base