When you ring a customer, a tenant or an agent from Mucka, you can have the call recorded and written up. Afterwards it sits on the customer and on the job, with who said what, so nobody has to remember what was agreed.
Switch it on
Recorded calls is a skill. It needs your receptionist, because calls go out from your Mucka number.
- Open Skills and install Recorded calls.
- Pick which roles can make recorded calls. Owners, managers, engineers and apprentices are ticked to start with. Subcontractors ring from their own phone.
- Tell your team before they use it: their calls through Mucka are recorded, and anyone who can see your customer list can listen to them.
Make a call
- Tap Call on a customer, a job or a tenant.
- Mucka asks how you want to ring:
- Call from your phone: an ordinary call, not recorded.
- Call from Mucka: recorded and written up.
- Pick Call from Mucka. Your own phone rings.
- Answer it. Mucka says who you are about to ring. Press 1 and it rings them.
- Tell them the call is recorded. Mucka reminds you as it connects. Something like "Just so you know, this call's recorded so we get your details right."
They see your own mobile number, so if they ring back, they get you.
It asks every time, so a call is only recorded when you chose it for that call.
The first time: set up your mobile
So the customer sees your own number, Mucka checks it once.
- The first time you pick Call from Mucka, enter your mobile number and tap Ring me with a code.
- Mucka rings you and asks for a code. The code is on your screen. Type it into your phone.
- That's it. Mucka goes straight on to ring you for the call you wanted.
Everyone on the team sets up their own mobile. A number can only be set up on one Mucka login.
Calls to your Mucka number: ring me first
You can have calls to your Mucka number ring your mobile before the receptionist, recorded and written up the same way.
- Open Receptionist settings and find Ring me first.
- Switch on Ring my mobile before the receptionist. It rings the mobile you set up for Call from Mucka. If nobody has set one up yet, tap Set up my mobile there first: Mucka rings you with a code, you type it in, and the switch unlocks.
- Pick how long it rings: 10, 12, 15 or 20 seconds.
- To use your own words for what callers hear first, write them in What callers hear first. They have to say that calls are recorded. Leave it blank for Mucka's line.
- For family, your GP or anyone else whose calls you never want recorded, add them under Numbers never recorded. Their calls still ring you (press 1 as usual), but they hear no notice and nothing is recorded or written up.
Then, when somebody rings your Mucka number:
- They hear that calls are recorded, then it rings your mobile, showing their number. Callers who hide their number ring you too.
- Press 1 to take it. Mucka says who it is first, if they're a customer you have on file. The call is recorded and written up just like one you made.
- Don't take it, and your receptionist answers as it does now, without telling them twice that the call is recorded.
If your mobile sends missed calls to your Mucka number, keep the ring time shorter than your phone's own divert, or the divert answers first. A call your mobile sends on goes straight to the receptionist: you've just missed it once, so Mucka doesn't ring you again.
Afterwards
Within a minute or so of hanging up, Mucka reads the call and gets the admin ready for you in Actions:
- A time you confirmed: the visit is pencilled into the diary to hold the slot, with a card to book it. A new customer is added when you book it. If you rang from a job, the card moves that job instead. A time they suggested that you said you'd check becomes a to-do to get back to them, not a booking.
- How to get in: a card to add it to the property's access notes, or to the customer's notes if there's no property on file yet.
- Their boiler or appliance, if they name it: a card to add it to the property's appliances (or the customer's notes).
- They said go ahead on a quote: a card to mark it accepted, and book it in if you agreed a start.
- They called it off: a card to cancel the visit. The engineer is told and any texts still due to them are stopped.
- Anything you said you'd do ("I'll send you a quote"): a to-do for your notepad.
Nothing is booked, saved or sent until you tap it. Each card quotes what was said, so you can check it read the call right.
Open the customer or the job and look for Recorded calls. Tap a call to see:
- a one-line summary
- what Mucka prepared from it, and whether you've dealt with each one
- the recording, and the transcript with each side named
The transcript knows who said what because each side of the call is recorded separately. It does not have to guess from the voices.
Recordings are kept for 90 days. The transcript stays on the record.
Who sees what
Anyone who can see your customer list sees every recorded call on a customer or a job. Everyone else sees only the calls they made themselves.
Owners, managers, engineers and apprentices can make recorded calls. Subcontractors ring from their own phone. An owner can switch Make recorded calls off for any role in Settings → Roles.
Minutes
Calls from Mucka come out of the same call minutes as the receptionist, from when you pick up to when you hang up. If you run out, Mucka says so and you can still call from your phone.
Common questions
- Call just dials my phone. Then the Recorded calls skill isn't installed, your role can't make recorded calls, or you're offline. Calling from your phone always works.
- I didn't press 1. Then nobody is rung. That is on purpose: if your voicemail answers, Mucka must not put your customer through to it.
- I removed the skill. Ring me first is switched off and calls to your Mucka number go straight to the receptionist again. Recordings already made stay on the record until they're 90 days old.
- Ring me first never rings me. Check your mobile is set up (Set up my mobile in Ring me first, or one Call from Mucka) and that you have call minutes left. Calls your own mobile has diverted go to the receptionist on purpose.
- I forgot to say it's recorded. The call is still written up, and the call shows a reminder. Say it at the start of the next one.