Overview

The In-App Calling feature in Meritto’s Android App enables seamless calling functionality, allowing users to make and receive calls directly within the app while tracking all call activities in real-time. This article addresses frequently asked questions about setting up and using the feature effectively.

General In-App Calling FAQs

1. What is In-App Calling?

The In-App Calling feature allows you to make and receive calls directly from Meritto’s mobile app, tracking all call activities in real-time.

2. Why should I use In-App Calling?

• No third-party integration required

• Cost-effective solution

• Enhanced lead tracking and productivity monitoring

• Call recordings for better lead nurturing (subject to permissions and device compatibility)

3. How is an In-App Call different from a regular phone call?

While In-App calls function similarly to regular phone calls, they also offer real-time call tracking, logging, and enhanced lead insights within Meritto’s CRM.

4. What is a Caller ID Popup and how does it help?

A popup appears on the screen during an incoming or outgoing call, displaying lead information with a quick-access "View Profile" link. If calling an unknown number, the popup provides options to Add Lead or Discard the number.

5. How do I set up In-App Calling?

Follow these steps to activate the feature:

1. Tap the ☰ icon to open the left navigation panel.

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

3. Install the NPF Call Tracker Plugin when prompted and grant the necessary permissions.

4. Ensure all required permissions are enabled for a seamless calling experience.

6. Is third-party integration needed for In-App Calling?

No, In-App Calling works independently without any third-party integration.

7. Will my calls be recorded if the recording permission is disabled?

No, calls will only be recorded if the necessary permissions are enabled. Note that call recording is not supported on Android 9 and above due to system restrictions.

8. Can In-App Calling and telephony integration be enabled simultaneously?

Yes, both can be configured together. Contact your Success Manager for setup assistance.

9. Why do I need the NPF Call Tracker Plugin?

Google Play restricts apps from accessing sensitive permissions such as call logs. The NPF Call Tracker Plugin is required to enable these features.

10. What happens if I don’t enable permissions for the Call Tracker Plugin?

Without the necessary permissions, In-App Calling features will not function properly.

11. Can I enable call recording without enabling call tracking?

No, call tracking is mandatory to enable call recording.

12. Why are multiple permissions required for In-App Calling?

Each permission serves a distinct purpose:

• Call Tracking: Logs call activities (incoming, outgoing, missed calls)

• Call Recording: Records conversations for lead tracking (not supported on Android 9 and above)

• Caller ID Pop-up: Displays lead information during calls

13. Can users make and receive calls from the app?

Yes, provided the calling feature is enabled and necessary permissions are granted.

14. Does phone number masking work for outgoing calls?

No, number masking is not supported for outgoing calls as calls are routed through the device’s dialer.

15. Will pop-ups display lead details during calls?

Yes, provided the Caller ID Pop-up setting is enabled. For effective functionality, ensure "Display Over Other Apps" permission is granted.

16. Will the pop-up display lead details if there is no internet connectivity?

No, in the absence of an internet connection, the pop-up will only display the caller’s phone number.

17. Does call recording work on Android 10 and above?

No, due to Google's restrictions, call recording is not supported on Android 10 and above.

18. Why are my calls not syncing to the lead’s timeline?

Call syncing depends on internet connectivity. If you experience delays, check your network connection.

19. Will my personal calls be synced to the app?

No, only lead-related calls will be logged. Calls made to unknown numbers require lead creation before they are logged.

Device: Setup, Change, and Internet Connectivity

1. Can I use In-App Calling on a new phone?

Yes, simply re-enable all required permissions on the new device.

2. Can I make calls without an internet connection?

Yes, but call logs will sync only when reconnected to the internet.

3. Can I use both SIM cards for calling?

Yes, there are no restrictions on SIM selection.

4. How can I track calls without internet connectivity?

• Calls made to existing leads will auto-sync once online.

• Calls to unknown numbers will be available in Pending Call Records.

Call Activities & Logging

1. Where can I find call logs?

1. In the Lead Profile > Call Logs tab
   
2. On the web app under Menu > Marketing > In-App Call Logs
   

2. Can I add new leads from incoming calls?

Yes, a popup will prompt you to Add Lead or Discard the number.

3. Are there any charges for making calls?

Yes, standard network charges apply based on your carrier plan.

4. How can I remove unwanted call records?

• Calls to existing leads cannot be removed.

• Calls to unknown numbers can be deleted from Pending Call Records.

5. I missed a pop-up during a call. Where can I find call details?

• Pending Call Records in the mobile app

• App Call Logs in the web application

Web Application & Reporting

1. Can I make or receive calls from the web application?

No, In-App Calling is available only on the mobile app.

2. Will call activities be visible on the web application?

Yes, all calls sync in real-time, subject to internet availability.

3. Can I receive calls on the desktop if calling is enabled on mobile?

No, calling functionality is limited to the mobile app.

4. Will the caller ID popup appear on the web application?

No, caller ID pop-ups appear only on the mobile app.

5. Why are some audio recordings not playable on the web?

If recordings are not playing, try downloading them and playing them through a media player like VLC or Windows Media  Player.

  

User Reports & Accessibility

1. Is In-App Calling available only for counselors?

No, it can be enabled for any institute user, but tracking in reports is available only for counselors.

2. Can I track calling activities in reports?

Yes, the Productivity Report tracks:

• Outbound Call Count

• Inbound Call Count

• Missed Calls

3. How can I disable call tracking while on leave?

Go to Menu > Settings > Disable Call Tracking under Call Preferences.

4. 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?

Yes, the user who received or made a call to a number irrespective of the lead is assigned to him/her, the details would be shown in the productivity report, as well as the lead profile page in Timeline. You can also opt for a feature where the other counsellor is not allowed to see the profile of a lead not assigned to him.

Conclusion

Meritto’s In-App Calling feature streamlines communication by integrating calling, tracking, and lead management within the Android app. By eliminating the need for third-party integrations, it enhances efficiency, ensures seamless call logging, and provides valuable insights into lead interactions. Enabling the necessary permissions ensures smooth functionality, allowing users to track, record, and manage calls effectively. This feature ultimately improves productivity and lead engagement, making it a valuable tool for counselors and institute users.