This detailed module provides step by step instructions on how to use the VOIP cloud-based Aircall system through HubSpot.
What IS Aircall?
•Aircall is a cloud-based phone system
•It integrates fully with HubSpot and will allow you to continue to operate from within HubSpot while you take and make phone calls
•It will help us understand call trends with customers and support productivity within the business
•Call recording functionality is available
Set Up
•Download Aircall app on all desktops
•Download Aircall Chrome Extension
•Register and login to app and extension
•Set up your preferences in the app – ie. Working hours, calling preferences, ring tone, email notifications
•Test your headset and microphone
•Download Aircall app on mobiles (if relevant)
•Set up preferences in the app
•Update calling settings in HubSpot app on mobiles (Call Client = HubSpot Sales Calling)
Configuring your Headset
•Plug in your USB headset BEFORE launching the app
•Make sure the headset is recognised by your PC by doing the following:
Launch the Aircall desktop app as above.
•Click on the Settings icon at the bottom of the app and then on “Help” before clicking on “Test your headset”…
Making and Taking Calls
Aircall & HubSpot – Making Calls
From within a HubSpot record page - in this example we are in a Contact record - Click on "Call" with the phone icon. Ensure the Aircall desktop app is open. Click on the relevant phone number you wish to call and ensure you are dialling from the primary Swagelok number. Also check that you have "Call from Browser" chosen.
After clicking on the Contact phone number you wish to dial, the Aircall desktop app will populate with this number. Check that the microphone icon in the top right corner of the Aircall app is green which indicates that call recording is enabled. When you are ready to place the call, click on the green phone icon at the bottom of the Aircall app and the call will be made.
Aircall & HubSpot – Taking Calls
When a call is coming into the office, it is firstly routed to the Customer Service Team who will then direct it if required. If all of the Customer Service Team are busy, it will then be routed to Custom Solutions and failing that, to the Finance Team.
When the call comes in, the team who the call is being routed to will see a pop up notification on the bottom right hand side of their HubSpot screen. The computer will also make a ringing sound. As soon as it is answered the call will disappear from the screens of those who didn't answer it.
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