This user guide explains each feature of CallSmart Cloud and their associated action buttons
The main CallSmart Cloud user interface below has been designed into 4 sections
Top Panel displays the Status of CallSmart and the current Data and Time
Left Panel displays the Matter and Contact Details as well as the available CallSmart options
Centre Panel displays the available text areas, Comment, Billing Description and Memo, as well as the Active Call action buttons Transfer, Hold, Conference and Record
Right Panel displays the Timer and Rate and Activity options
Ready means that the CallSmart user interface in LEAP has successfully connected to the CallSmart service in your local region
Active Call means that a call has been established and is being successfully managed between the CallSmart user interface and CallSmart platform in the local region
Ringing means that an inbound call has been detected
Failed means that the CallSmart user interface has been unable to establish a connection to the CallSmart service in your local region.
Easily view which Matter will receive any time entries, comments or call recordings. When the CallSmart user interface is opened from the Dashboard inbound screen popup, if you don't already have the selected Matter open, simply click Open Matter
When CallSmart loads from a Matter for an outbound call, it will display all Cards/Persons available. Selecting a Card/Person will automatically update the second drop-down menu with the number(s) stored for that contact for selection.
Inbound calls will be locked to the identified and selected Contact
When dialing a contact that is not stored in the LEAP Matter, CallSmart gives the user the option to enter the contact name and number to dial.
Pro Tip - Remember to put in a contact name as it will be recorded in the CallSmart Log.
Caller ID - CallSmart Cloud provides flexible options concerning which caller ID is presented to your dialed contact. The default setting will always display your configured Caller ID, however you can hide your caller ID by selecting this option.
Options available? To change the Caller ID presented to the dialed contact, please contact your Account Manager. You will have the option of permanently disabling your Caller ID, displaying the Caller ID for your firm/location or displaying the Caller ID for your extension, commonly referred to as a Direct In Dial
Handset - With the number of handsets available via CallSmart, this option helps you select where you would like to make or send your call.
Send to my office - Will dial your CallSmart office extension, normally the physical phone/handset on your desk or to the CallSmart Unified* softphone (Windows and Mac) or app (iOS and Android). Upon answering your handset or softphone/app, CallSmart will dial the contact.
Did you know you can have multiple handsets and apps connected to your extension so you can be found no matter where you are working from? Speak to your Account Manager to discuss your options.
Send to my mobile - Will dial the mobile phone number configured in your CallSmart account. Upon answering your mobile, CallSmart will dial the contact.
Send to my browser - If you already have the CallSmart Cloud webphone open, CallSmart will immediately dial the contact.
Did you know the CallSmart Cloud webphone simply uses your default web browser to access your microphone so you can make outbound calls without even installing any software? Cool right?
Once you have selected the contact you wish to call and set any required CallSmart options, simply click Call to initiate the call. Upon answering the handset/phone, app or browser you set in the CallSmart options, CallSmart will dial the contact. Once the contact answers their phone, the Call Action buttons will become active and available for use.
When a call has been establish, Status: Active Call, you have a few additional buttons available:
To complete a call with your contact or conference, simply click Hangup.
When dialing a contact that is not stored in the LEAP Matter, simply enter the contact name and number to dial. TIP - Remember to put in a contact name as it will be recorded in the CallSmart Log.
The Billing Description is a text area where any information written here will be saved to the Billing Description in a LEAP Time Entry once you click Save & Close.
Note - If you leave this area blank, CallSmart will simply put the Activity Code description and the dialed Contacts Name into the LEAP Time Entry.
The Memo is a text area where any information written here will be saved to the Memo in a LEAP Time Entry once you click Save & Close.
Pro Tip - The Memo is where the CallSmart Log is saved. The CallSmart Log can be useful to review the time certain actions occurred during a phone call, especially in the event of a cost assessment.
Transferring a call to another handset can be completed by clicking the Transfer action button. A popup will appear displaying all of the available users and their contact numbers in your firm. Simply select the user, the preferred number and click Call. As CallSmart only supports Attended Transfers, you will need to wait for the contact to answer the call before the Transfer button becomes available. Once the contact answers and accepts the call, click Transfer.
If the contact does not wish to receive he transfer, then click Cancel to go back to the original call/contact.
As with most phone/handsets, simply pressing the Hold button will place the call on Hold. The contact will hear the default hold music. Click On Hold to take the contact off Hold.
Note - Whilst the contact will hear hold music, the CallSmart user will be able to hear the contact should they talk whilst on hold.
Adding another caller to create a mini conference is as easy as Transferring a call. Simply click the Conference action button. A popup will appear displaying all of the available Staff and their contact numbers in your firm as well as all of the Cards/Persons included in the LEAP Matter.
Simply select the preferred contact and number you wish to conference in and click Call.
Once the contact answers and accepts being added to the call, you can click Add to Call.
If the contact does not wish to be added to the conference, then click Cancel to go back to the original call/contact.
CallSmart Cloud supports on demand call recording. When a call is active, simply click the Record button to start recording the conversation.
An audible beep will be played into the call for all parties to hear.
IMPORTANT- Please ensure you adhere to the relevant privacy and legislative laws for your region in regards to call recording.
Click Recording, to stop the call recording. Completed recordings are uploaded to the LEAP Matter immediately.
Note - There are no limits to the number of call recordings that can be completed on a single phone call, as well as no limits on the duration of the call recording.
Once CallSmart Cloud loads, the timer will start immediately. This allows for the capture of time spent preparing for the call, not just the call itself. The timer will also continue after the call has been completed allowing for the capture of time spent updating the Comment field with your file notes.
The Stop button will simply stop the timer where it is and the Start button will allow the timer to resume. Reset will simply reset the timer to 00:00:00.
Note - Each of these button presses will create a new line in the CallSmart Log
Rate and Activity
Rate A will always be set as the default rate for any CallSmart call. For outbound calls, the Activity will be set to 'Telephone to' (as long as this Activity remains active in LEAP) and for inbound calls the Activity will be set to 'Telephone from'.
Tip - If you add new Activity Codes, CallSmart will display then as it checks for the latest Activity Codes each time it loads.
Save & Close
Once you have completed your call, click Save & Close to write a time entry and/or comment.
If the Comment field is empty, no comment will be written to the matter
If the Billing Description field is empty, the default or selected Activity code will be added along with the selected contact name.
If No Time Entry is selected for the Rate, then no Time Entry in LEAP will be created.
If you are ever having trouble with CallSmart, you can always click on the Help button down the bottom left and seach for an answer to your query.
If you continue to have trouble finding an answer, or something just isn't working, click Contact us, pop in your details and a description of your issue and click Send to let our Helpdesk staff know to get in touch.
*CallSmart Unified is available as an add-on