Calls — who takes them, routing and after hours

Everything about calling lives on one page, Settings → Calls. The top part is yours; the rest is for the whole company and needs the settings permission.

How calls connect

When you press Call — on a client, in a conversation, or on the keypad in the header — DoneWell connects you one of two ways:

• Call from the browser — the call goes out from DoneWell in your browser, through your computer's microphone and speaker. Needs the browser softphone turned on.
• Ring my phone first, then connect the client — DoneWell rings your call-back number; when you pick up, it dials the client.

The company picks the default under Outgoing calls; each person can choose differently under My calling. If your way is not set up yet, the Call button tells you what is missing instead of switching to the other way.

The phone numbers shown around the app — on a client, a client's contacts and properties, a visit, the schedule and the Today list on the dashboard — use the same Call. If your way is not set up yet, tapping one shows what is missing and offers Call from this device, which hands the number to your phone's own dialer (the way these links always worked). Without access to calls they stay plain phone links.

Calling a number that is not a client yet saves it as a new client (Call Lead) so the call and its history have a home — if you are allowed to add clients and your plan has room. Short numbers and extensions are dialed as typed and never saved.

My calling

• How my calls connect — use the company default, or pick your own.
• Call-back number — when you click Call on a client, DoneWell rings this phone first and then connects the client.
• Browser softphone — make and answer calls right in DoneWell. Keep a tab open to receive calls; your browser asks for microphone access the first time.
• My shift — incoming calls ring you only while you are on shift. The same switch is in your account menu.

Who takes calls

The people whose role can receive incoming calls, whether they are on shift, and the devices that ring for them — a softphone or a phone number. Warnings at the top explain why a call would ring nobody (nobody on shift, no devices, no voice line).

Incoming routing

Ring everyone at once, or go down the list in steps (in order, taking turns, or whoever has been idle longest). The ring timeout is how long phones ring — or how long each step rings — before the caller reaches voicemail.

After hours

Uses the business hours under Settings → Company. Until they are set, every call rings as usual. Outside them, choose one of:

• Ring as usual — business hours change nothing.
• Send to voicemail — nobody's phone rings; the caller can leave a message. Voicemail must be on.
• Forward to a phone number — an answering service or an on-call phone rings instead of the team. If it does not answer, the caller reaches your voicemail — unless that phone has its own voicemail, which then takes the message.
• Play a message and hang up — the caller hears your message and the call is logged as missed.

Voicemail and recording

Voicemail takes a message of up to two minutes after a missed call. Recording keeps both sides of a connected call and can transcribe it; you can play a short notice to callers first.