Telephony Call from Mobile App

Overview

This article helps you to understand how to initiate Telephony calls to your leads or applicants using the Meritto Android Mobile App.

Prerequisite

• Telephony Calling configuration must be configured for your institute.
• You should have the Meritto Android Mobile App (v3.0.0 or higher) and should be logged in with your registered email and password.

Configuring Telephony Integration

Case: Only Telephony Calling is configured for your institute

• The Telephony calling will be done through the vendor which is configured for your institute. Once you tap on the call icon available on the profile screen or listing screen of a Lead or Application, it will not invoke the dialer instead it will hit the “Click to Call” API and the call will be initiated as it would work on the Web.  

Q: What happens when you attempt to make a call from a Phone Dialer?

A: A: This will be a normal call where the Telephony Calling or Telecalling feature does not work. It will only work when you attempt to make a call via profile or listing screen (while tapping the Call icon).

Case: Both In App & Telephony Calling are enabled for your Institute

• If both In-App Calling & Telephony calling are enabled for your institute, then after clicking on the call icon, an option to choose In App Calling or Telephony calling will be shown (as shown below).

Q: What happens when you attempt to make a call from a Phone Dialer?

A: "Add Lead / View Profile" pop-up will be shown and the call will be treated as an outbound In-App call.

How does this work in your Mobile Application?

• Whenever a call is being made on a Lead's phone number from the Lead profile page in the mobile app, the call is directly routed to the Telephony vendor.
• The call is then initiated to Counsellor from a random available telephony number, and once it is picked by the Counsellor, the call will then be initiated to the lead.

Note: There will be no Pop-up (to View Profile) once the call is initiated from the Lead Profile page since you are already on the profile page.

• Once we get the callback details from the telephony vendor it will be synced to App and will reflect in all respective reports.
• The profile page of the lead will remain open so that once you hang up the call you can update the lead stage, add follow-up, add notes, etc.