Overview

This article provides answers to frequently asked questions about the App Telephony feature in Meritto. The App Telephony feature allows users to make and receive calls within the mobile app without requiring any third-party telephony integration. This FAQ is categorized into sections for easy navigation.

Common Questions & Answers

Why Use App Telephony?

Q: What is the App Telephony feature?
A: The App Telephony feature enables users to make and receive calls directly from the app. All calling activities and user interactions, are tracked in real time. All you have to do is enable some permissions within the app to have access to the calling functionality.

Q: Why should I use the App Telephony feature?
A: The feature is:

• Seamless – No additional integration is required.

• Cost-effective – Uses the device’s existing network.

• Insight-driven – Helps track call activities and ROI at the user level.

Q: How is an App Telephony call different from a regular phone call?
A: The core calling experience remains the same. However, if enabled, the App Telephony feature logs all call activities in real-time for tracking and reporting.

Q: How does the pop-up feature assist users?
A: When an incoming or outgoing call is initiated, a pop-up appears displaying lead details, including a direct link to their profile, making it easier to engage with leads efficiently.

Setting Up the Calling Feature in the Mobile App

Q: How do I enable the Calling Feature in the mobile app?
A: Follow these steps:

1. Tap the hamburger icon to open the menu.

2. Select Settings > Call Preferences and enable all options.

3. Grant the required permissions when prompted.

Q: Do I need third-party integration to use App Telephony?
A: No, the feature works using the SIM card on the user’s device.

Q: Can I use both Telephony Integration and App Telephony together?
A: Yes, both can be configured simultaneously.

Q:  If I do not enable the preferences in the NoPaperForms Call Tracking app will I be able to use the calling feature?

A: No, it’s mandatory to enable all the preferences to enable calling features in the main NoPaperForms App.

Q: What are the permissions required for Calling?
A: There are three required preferences:

• Call Logging – Tracks call activities in real time.

• Air Alert – Displays a notification-style caller ID.

• Show Pop-up – Shows lead information when a call is received or made.

Note: When both Pop-up and Air Alert are enabled, either one will be displayed.

Making Calls

Q: Can users make and receive calls using the app?
A: Yes, if the feature is enabled, users can initiate and receive calls while tracking works in the background.

Q: Will number masking work when making or receiving calls?
A: No, number masking is not supported for outbound calls as they are handled by the device’s default dialer.

Q: Will a pop-up appear when an incoming or outgoing call is made?
A: Yes, if enabled, a pop-up will display caller details, including:

• Caller Number (Unmasked)

• Lead Name

• Email ID (Unmasked)

Q: Will caller details appear if there is no internet connectivity?
A: Only the mobile number will be displayed. Other details require an internet connection.

Device Setup, Change, and Connectivity

Q: Can I continue using the Calling Feature if I change my phone?
A: Yes, simply enable the required permissions and preferences on the new device.

Q: Can I use the Calling Feature without an internet connection?
A: Calls will sync once connectivity is restored. Calls made to existing leads will sync automatically, while new numbers will appear under Unsynced Calls.

Q: Can I make calls from either of my SIM cards?
A: Yes, calls can be made from both SIMs, and activities are tracked uniformly.

Q: How can I track call activities when offline?
A: Call logs sync upon reconnection. Existing lead calls appear in Telephony Call Logs, while new numbers show under Unsynced Calls.

Call Activities & Logs

Q: Can I add a new lead from an incoming or outgoing call?
A: Yes, a pop-up allows you to Add Lead or Discard Lead. If no action is taken, calls remain under Unsynced Calls.

Q: Are there charges for making calls from the app?
A: Standard network charges apply.

Q: Can I remove call records?
A: Calls linked to leads in the system cannot be removed. Calls from unknown numbers can be deleted from Unsynced Calls.

Q: Where can I find call details if the pop-up doesn’t appear?
A: Call records can be found in Lead Manager on the app or in the Marketing Tab > App Call Logs in the web application.

Web Application Related

Q: Can I make or receive calls from the web application?
A: No, calls can only be made from the mobile app.

Q: Will calling activities sync with the web application?
A: Yes, all call activities are synced in real-time (subject to internet connectivity).

Q:  If calling feature is enabled in the mobile app, can I receive a call on the Desktop?
A: No, a call can be received or made from the app only. But you can track the activities on the web as well as in the mobile app.

Q:   When a call is made or received from the app then will the calling pop-up will appear in the desktop (web application) as well?
A: No, you will only be able to receive or make calls from the device with the Meritto app. Further, once a call is received or made from the device then, the caller ID would be shown in the mobile device and not on the desktop. However, all call-related activities would be available on the app and web applications both.

User Reports & Accessibility

Q: Is the Calling Feature specific to counselors?
A: No, it can be enabled for any institute user, but productivity reports are available only for counselors.

Q: Can calling activities be tracked in productivity reports?
A: Yes, reports include:

• Outbound Call Count

• Inbound Call Count

• Missed Calls (Inbound & Outbound)

Q: How do I disable Call Logging while on leave?
A: Go to Menu > Settings > Disable Call Logging under Call Preferences.

Q: If a counselor picks up a call that was assigned to the other counselor, will the call activity be shown in the lead timeline and would the engagement be marked against him/her in the productivity report?
A: Yes, the user who received or made a call to a number irrespective of the lead is assigned to him/her, and the details would be shown in the productivity report, as well as the lead profile page in Timeline.

Conclusion

The App Telephony feature provides seamless calling functionality within Meritto, enabling efficient tracking and real-time activity logging. By following the setup and usage guidelines, users can leverage the feature to enhance communication and productivity. This ensures a streamlined calling experience without the need for third-party integrations, making lead engagement more effective and data-driven.