Overview
Kolleno uses Twilio as its phone provider, so you do not need a Twilio account of your own. Kolleno gives your company a phone number. Your team uses it to call customers from the browser, receive their calls on a phone of your choice, and send SMS.
This article is for companies that use Twilio calling. If your company uses Amazon Connect, read Connecting Amazon Connect in Kolleno instead.
What you can and cannot do
You can:
Call customers from the customer page, a contact or a task. Customers see your Kolleno number.
Mute a call and use the keypad, for example to answer an automated phone menu.
Forward incoming calls to one mobile or landline.
See every call on the customer timeline, with its status, duration, notes and linked invoices.
Match incoming calls to customers, and call back callers that Kolleno cannot match.
Log calls made from a different phone.
Send SMS from the same number.
You cannot:
Answer incoming calls in the browser. They ring only on your redirect phone.
Use voicemail, a phone menu (IVR) or business hours.
Put calls on hold, transfer them or start a conference call.
Place calls automatically. Workflows can only create call tasks for your team.
Use your own Twilio account, or move an existing number to Kolleno (please contact support for this).
Send WhatsApp messages.
Limits:
Numbers are local or mobile. Toll-free numbers are not available.
Your company has one number and one redirect number. All users call from the same number, and all incoming calls go to the same phone.
To cancel a number, contact Kolleno support.
Set up
You need an Admin role to set up a number. Kolleno support can also set it up for you.
Get a phone number
Most countries ask the number owner to prove who they are. Twilio calls this proof a regulatory bundle. Prepare your business details (registration number, address, website) and documents such as a business registration document. For a UK number, read UK number - regulatory information first.
Twilio reviews the bundle and sends its emails to Kolleno, so check the status on the Bundle process tab:
Approved: click ⋯ > Buy phone number. Select a number, enter your redirect number and click Save.
Rejected: click ⋯ > Edit, correct the information and submit the bundle again.
Choose where incoming calls go
Kolleno forwards all incoming calls to one redirect number. You can change it at any time.
Open Settings > Phone numbers, then the Redirections tab.
On the Call redirection card, click Configure.
Enter the number in international format with no spaces, for example +441234567890.
Optional: add a Comment, for example the name of the person who answers.
Click Save.
Make and receive calls
Make a call
You need a microphone and speakers, or a headset. Admins and Members can make calls. Viewers cannot.
On the customer page, click Action > Phone call. You can also click Call on a contact phone number, or Make a call on a task.
Select a contact, or type a phone number.
Optional: link the invoices or credit notes that you will discuss.
Click Make call. If the browser asks to use the microphone, click Allow.
Write your notes during or after the call, then click Save note.
The call shows on the customer timeline as Phone call - Outbound. To log a call made from a different phone, see How to Manually Log a Phone Call.
Receive a call
Incoming calls ring on your redirect phone, which shows the number of the customer. Kolleno matches the number to a contact, or to a recent call or SMS to that number. The call then shows on the customer timeline as Phone call - Inbound.
If Kolleno cannot match the number, the call goes to Unassigned communications. Open the call, then search for the customer and click Confirm match, or click Call back.
Troubleshooting
"There is no phone number assigned to your company."
Your company does not have a number yet. Set one up in Settings > Phone numbers, or contact Kolleno support.
"You are not allowed to make phone calls."
Contact Kolleno support to turn on calls for your number.
"Connection attempt failed.", or the call has no sound
Allow the microphone and the sound for Kolleno in your browser. See Troubleshoot phone call issues: check browser audio settings.
The customer has an automated phone menu
Open the dial pad during the call. See Phone calls and the automated attendants.
An incoming call is not on the customer timeline
Kolleno could not match the number. Assign the call from Unassigned communications. To match the number next time, add it to a contact of the customer.
Nobody answered an incoming call
Kolleno does not have voicemail. If your redirect phone has voicemail, the caller hears it.