Clockwork CRMDocs

Communication services

Administrator Tools → Communication Services opens Phone and Messaging, where you manage the phone numbers used for calls and SMS in Clockwork CRM. Only administrators can use it.

Once a number is in place, calls and text messages appear in the call log and on contact records, and SMS stages can be used in email sequences.

Open in Clockwork CRMEnter your Clockwork CRM address at the top of the page to open this in your Clockwork CRM.

Before you start

To buy a phone number you need:

  • a payment method on your Clockwork CRM account. See Subscription information.
  • a paid subscription. During a trial you cannot buy numbers or create regulatory bundles.
  • at least one approved regulatory bundle for the type of number you want.

Until these are in place, Buy Phone Number is greyed out.

Regulatory bundles

A regulatory bundle is the business information that regulations require before a phone number can be used. You need a separate bundle for each type of number: one for landline numbers and one for mobile numbers.

When you have no approved bundle, Phone and Messaging shows "You must have at least one approved regulatory bundle in place to start using the Clockwork CRM Telephony services." Select Click here to get started to open Regulatory Bundles.

Regulatory Bundles lists your bundles with their Name, status, Type (the number type, and whether it is for an individual or a business) and Last Modified date. Search for your regulatory bundles filters the list.

Status What it means
Draft The bundle has not been submitted
Pending Review The bundle has been submitted and is waiting to be reviewed
In Review The bundle is being reviewed
Approved The bundle is approved. You can buy numbers of its type
Rejected The bundle was not approved

To remove a bundle, open the actions on its row and select Archive, then confirm.

Creating a regulatory bundle

Select Create Regulatory Bundle. The form has six steps. Next moves on once the step is complete, and Go back returns to the step before.

  1. Friendly Name: a name for the bundle, up to 50 characters, such as "My mobile bundle". Choose the Phone Type, Landline or Mobile. Under who is going to use the number, select It will be used by a Business. Bundles for individuals are not available.
  2. Read the eligibility and requirements. You must be a registered business with a business registration number, and you need your business address, an emergency address, your business website and the details of an authorised representative. A business not registered with UK Companies House also needs an excerpt from its commercial register. Tick I understand the above and I have express authority to act on behalf of the company I represent.
  3. Authorized representative: First Name, Last Name, Phone Number and E-mail.
  4. Business Details: Company Name, Business Registration Number and Business Website. Then the Business Address: Address Line 1, Address Line 2 (optional), City, County and Postcode. Country is set to the United Kingdom. Tick Additionally, use this address as the emergency address? to use the same address in step 5, which is then skipped.
  5. Physical Emergency Address: the physical address where emergency services can send help, with the same fields as the business address.
  6. Check the details, then select Confirm Details.

The bundle is submitted for review with the status Pending Review. Its status on Regulatory Bundles changes as the review goes on.

Buying a phone number

  1. On Phone and Messaging, select Buy Phone Number.
  2. Choose Landline Phone Numbers or Mobile Phone Numbers. Each is available only when you have an approved bundle of that type. Country is set to (+44) United Kingdom.
  3. Type in Filter to search for an area code or part of a number.
  4. Select a number in the list. The Voice and SMS columns show what each number supports.
  5. Choose the Associated Bundle, and enter a Friendly Name for the number. Both are required.
  6. Select Purchase, then confirm.

The dialog shows the usage pricing and any charges for leasing a number, calls and SMS messages are added to your monthly Clockwork CRM bill at these rates.

Your phone numbers

Phone and Messaging lists your numbers. Name shows the number's friendly name, with its region and number underneath, and an icon for a mobile or a landline number. Date Created shows when it was bought. Search for your phone numbers filters the list.

The Phone and Messaging list with two numbers, a mobile and a landline

Phone number settings

Open the actions on a number's row and select Settings.

Field What it does
Name The number's friendly name. Required
Number The phone number. It cannot be changed
Greeting A message read out to callers when they call this number
Forward to A phone number that incoming calls are forwarded to
Enable Automatic AI Call Transcription Transcribes the recordings of calls to this number

When someone calls the number, they hear the greeting, if there is one. Then:

  • with a Forward to number, they are told that calls are recorded, and the call is forwarded to that number and recorded.
  • without one, they are asked to leave a message after the beep, and the message is recorded.

Recordings appear in the call log.

Releasing a number

Open the actions on a number's row and select Delete, then confirm. The number is released and removed from the list.

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