Phone
Every call your own phone system takes or makes, on the customer it was with: placed from their record through the softphone you already use, logged from your provider with who took it, and the recording left where your provider keeps it.
Getting started
These are the steps in the order somebody would do them. The same list is in the tool: press F1, or the control reading "How this works" at the top of the window.
1. Press New call to log a call you made or took
On Calls, press New call, find the customer it was with, and press Save. The call lands here and on their record, naming you. It works with any phone, the desk phone, a mobile or a softphone, before anything is connected.
2. Call from the record
In Keyway CRM press Call on a person or a business, or in the Service Desk on a request. This screen opens on them with their numbers; one more press hands the number to your phone app. Nothing is ever dialled without that press, and New call with them writes the call down afterwards.
3. Connect your phone provider when you are ready
On Set up, choose the provider your business already uses: RingCentral, Zoom Phone, Dialpad, GoTo Connect, 3CX or Twilio. Nothing about your numbers or your desk phones changes. On the machine that holds the provider's key the call log is read every few minutes, and each call lands on the one person or business its number matches, naming who took it.
4. File the calls nobody holds
A number nobody in Keyway holds, or that several people share, waits on To file until a person says who it was. Keyway Phone never makes a contact by itself: Add them in Keyway CRM opens the CRM's own form.
5. Record your notice
Write the notice your callers are given before a call is recorded, and the rule you record under. Every recorded call keeps the notice in force when it started, and a transcript is offered only where that meets the rule where the caller is. The recording stays with your provider.
The screens, and what to do first on each
Each of these opens with nothing on it on a new install. What the tool says on that screen is what this section says, because it is the same sentence.
No calls yet
Every call your business makes or takes lands here and on the record of the customer it was with.
First thing to do: Press New call to write down a call made or taken on any phone. Connecting your provider on Set up comes later.
Nothing to file
A call from a number nobody holds, or one several people share, waits here for somebody to say who it was.
First thing to do: Nothing waits. Press New call to write down a call made or taken on any phone.
No provider chosen
Choose the phone system you already use, and say who is who on it.
First thing to do: Choose your provider, then press Save.
If you get stuck
Write to support@keywaysuite.com. We answer within one business day. Keyway can send us what it knows about your installation: open the hub, go to About and press Get support. It writes one file wherever you choose and never includes your licence, a password, a customer name or a customer address.