Call from Fondaro

You call leads straight from your browser, one at a time or through a whole list. Every call is recorded, transcribed and summarised for you. You always place the call yourself: Ask Fondaro never dials.

Before your first call, add your phone number: see Calling setup.

Call one lead

1. Open the lead.
2. Press Call, or D. You can also hover the phone number and press the call icon beside it.
3. The call bar at the top shows who you are calling. Press End call when you are done.

While you talk, the call bar has a button for each channel you can reach the lead on, so you can send a brochure on WhatsApp mid-call.

To press keys during a call (a phone menu, an extension or a PIN), press the keypad icon in the call bar. Click the keys, or type them on your keyboard while the keypad is open.

Transfer a call to a teammate

1. During the call, press the transfer icon in the call bar.
2. Pick a teammate. Only teammates who are online right now are listed.

You leave the call straight away and their phone rings. If they do not answer, the call rings back to you. The recording covers the call up to the transfer.

Call through a list

1. Open a lead list: a status such as New, All leads, or a saved view.
2. Press Dial and pick a set: All leads with a phone number, or Uncalled today.
3. Fondaro opens each lead in turn and calls it.

Fondaro dials what is on your screen, in the order you see it: your search, filters, Owner and sort all shape the run. A view is dialled in its own saved order. A run holds up to 500 leads, and leads without a phone number are skipped. The chip beside Dial says which view you are dialling from and how many leads it holds.

When a call is not answered, the next lead starts after a short countdown. When it is answered, the countdown waits so you can take notes. While a run is going:

Call back later

Between calls, press Call back... and pick a time. Fondaro creates a task, "Call {name}", on the lead and your Calendar, then moves to the next lead. It opens on tomorrow at 09:00 in your time zone, and you can change it.

Dial a list with sections

A list with sections knows who is next. Press Dial and choose the row named after the list. Fondaro works through its sections from the top and picks the next lead after each call, so a lead whose task you just completed leaves the run. Two reps on the same list never get the same lead, a lead on a call or called within the list's wait is skipped, and faces in the call bar show who else is on it.

If an offer from the list fits the lead you just called, it shows in the call bar. Tap it to apply the change, or press Not now. See Lists.

Answer an incoming call

When someone calls your Fondaro number, the call bar at the top turns green and shows who is calling. If the number belongs to one of your leads, you see their name next to the number. Press the name to open the lead while the phone still rings.

• Press Accept to answer in your browser.
• Press Decline if you can't take it. It keeps ringing for any teammate who shares the number.

A caller who is not a lead yet shows their number only. Calls ring for the people the number is given to (see Calling setup). A call nobody answers becomes a missed call with a call-back task (see Calls).

Choose the number leads see

1. Press the phone icon in the top bar to open Call settings.
2. Under Phone number, pick your own number or a Fondaro number shared with you.

When your numbers are in more than one country, Match the country you call is also there, and it is the setting until you pick a number. Each call then shows the person a number from their own country when you have one, and your usual number when you do not.

Fondaro remembers your choice in this browser. To add your own mobile or office number, see Calling setup.

Set up your headset and microphone

Open Call settings from the phone icon in the top bar:

• Output is where you hear ringing and the person you called.
• Microphone is what they hear. The meter moves as you speak.

Fondaro remembers your choice in this browser, by name too, so your headset is picked again even when the browser gives it a new ID. If you unplug it, calls use another device until you plug it back in. Next to Output, Tests has two checks:

• Test sound plays the ringing tone through your chosen output. Try it whenever you plug in a new headset.
• Connection test checks your network for about 20 seconds and says Good, Degraded or Poor. It cannot run during a call.

If your browser has blocked the microphone, the settings say how to allow it.

Fix a poor line

During a call, the call bar warns you when something is off:

• Weak connection: your network is struggling. It clears when it recovers.
• Check your microphone: your microphone level has not changed. Check mute, the selected microphone or your headset.
• Check audio: you are not hearing anything. They may simply be quiet; if not, check your output.

If calls often sound delayed or break up, try these in order:

1. Use a wired or USB headset instead of Bluetooth. Bluetooth headsets drop to a low-quality call mode.
2. Move closer to your router, or use a cable.
3. Switch off your VPN for calls.

If Fondaro says your network is blocking the direct call path, ask whoever manages your network to allow UDP ports 10000 to 20000.

Read how a call ended

The call bar, the lead's activity and the Calls page use the same words:

A plain Call ended with no result yet means Fondaro is still reading it. It fills in by itself; there is no need to redial.

After the call

The call appears on the lead straight away. The recording, transcript, summary and next steps fill in by themselves within moments: the card says Transcribing, then Summarising. Nothing in your CRM changes on its own.

On the call card you can:

• play the recording, or press a line of the Transcript to play from there;
• open Analysis: sentiment, interest, topics, objections, coaching tips and a suggested follow-up date;
• press Review with Ask Fondaro to have the assistant prepare the note, the next task and a follow-up for you to approve;
• open the line quality report from the pulse icon.

See Calls for all of it. If your agency switched call recording off, calls have no recording, transcript or summary.

If calling is paused

Each agency has a daily and a monthly limit on calling, set well above normal use. If one is crossed, calling pauses and the call bar says Calling is paused. Your history, recordings and numbers are untouched, and the rest of Fondaro keeps working.

Calling on iPhone

In the Fondaro iPhone app, the in-call audio button picks the receiver, the speaker, a Bluetooth headset or CarPlay. To check your sound before a call, open Account, find Phone and press Test ringback.

Get help from support

When a support session is planned, open the menu under your picture, choose Support, and turn on Support diagnostic mode under Troubleshooting. It records extra call details, never audio, and switches itself off after two hours.