Overview

I received an incoming call that is not registering through Playbooks. While it did ring to your cell phone and you were able to answer, it did not register through Playbooks so that you could disposition the call.

And you might notice that inbound calls are not are not being logged in CRM.

Information

This might be a result of using your agent number (cell phone) as Caller ID in phone settings. If a prospect calls back, the call will go straight to the Agent's phone bypassing Playbooks.

To receive calls through Playbooks, you would need:

• Have a Direct Inbound Number assigned to your profile
• Be added to Rep Queue within a Call Path as described in the article User Is Unavailable for Inbound Calls.