Calling

Atmos ‘s built-in calling can help your team simplify outreach and increase reach rates.

Usage is charged on a per minute basis according to Twilio’s Voice pricing. Any and all fees associated with Twilio’s calling and SMS features will be charged directly to you by Twilio. Atmos does not upcharge for this service. 

The phone popover

Using the popover you can:

See your outgoing Caller ID number and change it if you have multiple numbers associated with your account
Adjust your Call recording preference
Manage and test your headset and microphone settings
Manually dial any phone number

Adjusting your audio settings

Before you make any calls out of Atmos , you’ll want to make sure to configure your audio settings. Click the phone icon next to your name to check the options.

Here you can define your Sound Output, Ringing, and Microphone settings and test. Each setting is separate, so you can adjust as desired. For example, you might want to have your computer speakers output your inbound ringing sound in case you don’t have your headset on.

Calling a Lead

To call a lead, simply find the Lead in Atmos and look for your calling icon. Click the calling icon on the lead or individual contact to initiate a call. You’ll see a call bar pop-up on screen.

If your Lead picks up, you’ll see a call bar with the ability to mute your microphone, transfer the call, show a dial pad, drop a voicemail, as well as the current call duration and a button to hang up. Also a Call Note is automatically created and you can begin typing as needed.

Call Notes

Any time you’re on an active call, a Call Note will automatically open up and allow you to type. Once the call is completed and you’ve finished recording your notes, simply click Done on the Call Note.

If you need to go back and edit the notes of a call once it is complete, simply hover over the Call Note and click edit.

Muting Your Microphone / Dialpad

While on a call, you’ll have the ability to mute your microphone by simply clicking the mute icon. You’ll also have a dialpad option in case your call goes to a routing system.

Transferring a Call

You can transfer to any User or Group Number within Atmos , or to any external number as needed. The person you are transferring the call to must be a User of your company and must also be online at the time of transfer. 

Dropping a Voicemail

If you set-up your pre-recorded Voicemail Drop while reading this guide, you can drop your VM easily with the drop voicemail button. As soon as you hear the tone to leave your message, simply click the button. Your voicemail will be sent and your call note will automatically indicate “Left VM.”

Calling a Number Not in Atmos

If for any reason you need to call a number that is not currently a lead in Atmos , you can simply open up your phone settings (by clicking the phone icon in the top right of the page) and type your number in. If you’re calling internationally, you’ll want to include the country code.

If not specified, Atmos will fallback to the automatically-detected country code for your Atmos account that is usually US +1 but can be changed to any other country by filing a Support Ticket (?). 

Changing Your Caller ID

If you’ve verified an external number, or your team has Group Numbers, you can choose to change your Caller ID so the call appears to come from that number. To do this, simply go into your Phone Settings and click your phone number. You’ll be able to select any additional numbers you have access to.

At this time, Atmos does not support CNAM (Caller-ID Name) customization. While the digits can be customized, we cannot add your Business Name as a Caller-ID, but we hope to do so one day!

If your number is showing up as ‘Unknown’ or anything else, our Support team can open up a ticket to investigate– that said, these settings are notoriously difficult to debug as they also depend on the settings of the end carrier. In these cases, feel free to file a Support Ticket (?).

Call Recordings

You can also take advantage of Call Recordings. Call Recordings are stored indefinitely. Either for training or review, Call Recordings are a helpful way to make sure you’re not missing context during calls.

To initiate Call Recording, open your Phone Settings and toggle on the Call Recording option. The first time you do this, you’ll have to agree to some terms and conditions. Once you’ve enabled the option, any call you make will be recorded.

To listen to a Call Recording, simply locate the call record. If the call was recorded, you’ll see a Play Recording icon, click to expand it and you can then listen to the recording.

To download a Call Recording, simply locate the call record. If the call was recorded, click the Play Recording button, hover over the Pause button and you’ll see a download icon pop up. Click download and the recording will be downloaded to your computer.

Logging a call manually

Sometimes the call you’re logging may have taken place outside of Atmos (web meetings, cell phone conversations, etc.) or you may not have calling built in. In these cases, you’re still able to manually log a call. Just click the drop down next to the call icon and Log a Call.

You’ll be able to take Notes, assign a Contact, and log the duration of the call.

Receiving a call

When someone calls you in Atmos, you’ll hear a gentle ringing tone and see the call bar. If the number is known, you’ll see the corresponding lead information.

If you’re the member of a Group Number, you’ll see the name of the group listed on the inbound call. If you or someone on your team answers the call, it will stop ringing for other members of the group. If you hang up on the call, it will continue to ring for other members.

Call dispositions

When completed, each call has a disposition that describes the outcome of the call. Here is the list of all possible dispositions:

Abandoned – only applicable to Predictive Dialer calls (when a call is answered by a lead but there are no users available)
Answered – the call has been answered by the callee (note: this also applies if you reach callee’s voicemail as we are unable currently detect that a voicemail answered a call)
Blocked – your call has been blocked due to various reasons such as not having enough funds in your Atmos account, your number is on our provider’s denylist, etc. If you encounter a “Calling this number is prohibited” message please flag the call and we’ll investigate further.
Busy – the callee was busy/the line was occupied – it’s not a common disposition as usually you’ll reach a voicemail and get an Answered disposition instead for outbound calls, or a callee will leave you a voicemail so you’ll get Directed to voicemail or Left a voicemail dispositions for inbound calls
Error – there was an internal error when handling the call (ping support@Atmos.com if this happens)
No answer – the call was not answered by the callee, or they rejected your call
Directed to voicemail – only applicable to inbound calls when a caller reaches your voicemail but does not leave a message
Left a voicemail – the inbound call was directed to your voicemail and a message was left; this also includes the case when you drop a voicemail on an outbound call using our Dropping a voicemail feature (if you leave a manual VM it will count as Answered)
Although they are not directly shown within a call activity, some dispositions are marked with red/green icons for easier differentiation:

Dispositions are usually used within search as a way to filter only leads that have at least one call with a specific disposition:

Call quality indicators

After each call, we’ll ask you to rate the call audio quality as good or bad. This is completely optional but it gives our team extra insight on any positive or negative factors you might be experiencing at that specific time.

To rate a call, simply select “Good” or “Bad” icons after each call – or click the small flag icon to rate the call any time thereafter. Check out the examples here.