This article explains how voice calling works in CRM IQ, with a focus on how user settings in My Profile impact inbound and outbound calls. Whether youâre using browser-based calling (VoIP) or forwarding calls to a phone number, your settings must be correctly configured for calls to work as expected.
đ Voice Calling in CRM IQ: The Basics
CRM IQ supports:
Inbound voice calls (from prospects/residents calling the office)
Outbound voice calls (from agents initiating calls to prospects/residents)
Calls can be connected through:
Your computer browser (VoIP)
A physical phone (e.g., mobile or office phone)
â Green Icon = You're Ready to Call
In the upper-right corner of CRM IQ, your user status icon should be green. If it's not, your system may not be connected properly, and telephony features may not work.
âď¸ My Profile Settings Overview
To access these options: Go to Your Initials > My Profile. Several key sections control how calling behaves:
1. Device Settings
Choose your microphone and speaker for browser-based calling.
Audio will route through these settings if you use CRM IQ for calls.
2. Contact Settings
Toggle In-App Notifications to ON to receive incoming call alerts and push notifications.
After toggling, click the green Enable Browser Permissions button.
3. Incoming & Outbound Calling
This setting controls how calls are delivered.
Youâll see a field labeled Ring with two options:
CRM IQ â Uses your browser (VoIP)
Phone â Forwards to a physical phone
đ¤ Outbound Calls: How They Work
When you click the phone icon on a resident or prospect record:
If Ring = CRM IQ:
The call is made through your browser.
Audio plays through your selected microphone and speaker.
If Ring = Phone:
CRM IQ first calls your phone number (from the Phone field in My Profile).
When you answer, CRM IQ places a second call to the prospect/resident.
This is a two-step âhopâ process:
Call rings your phone
Once answered, CRM IQ dials the contact
â ď¸ Tip:
If the phone number listed is one that rings multiple physical phones in the leasing office, use the Extension field to help direct the call to your specific line. CRM IQ is routing the call to you, not to a groupâso adding an extension avoids confusion over who should answer.
đĽ Inbound Calls: What to Expect
When someone calls your office line:
If routing is set to Ring Agent, the system looks for available agents.
If you're available and your Ring = CRM IQ, the call pops up in CRM IQ and you can answer it in your browser.
If your Ring = Phone, the call is forwarded to the number in your Phone field.
đ˘ Understanding âProperties to Receive Calls & Notificationsâ
This setting determines which properties you receive calls forâimportant if you work across multiple properties.
You can choose:
All Properties â Youâll receive calls/notifications for all properties where you're available.
Specific Properties â Youâll only receive calls/notifications for the selected properties.
â ď¸ If you choose âSpecific Propertiesâ but donât list any, you wonât receive callsâeven if youâre set as available.
đ§âđź Agent Property Access
To receive or make calls at a specific property, you must be set up as an Agent at that property in CRM IQ.
If you're not added as an agent for the property:
You wonât receive inbound calls
You wonât be able to make outbound calls from that property
To add yourself or another user as an agent:
Click the Settings gear icon
Select Manage Agents
Choose the Property
Click Add Leasing Agent and assign the user
đ Note: This is required in addition to configuring My Profile settings like âRingâ and âProperties to Receive Calls.â
đ Summary Table
Setting | Description |
Ring = CRM IQ | Calls go through browser (VoIP) |
Ring = Phone | Calls forward to phone number entered in My Profile |
In-App Notifications | Must be ON to receive call pop-ups in CRM IQ |
Browser Permissions | Must be enabled for in-app call alerts |
Device Settings | Controls mic/speaker used for VoIP calls |
Properties to Receive⌠| Controls which properties send calls/alerts to you |
đ ď¸ Troubleshooting Tips
Not receiving calls? Check:
Your CRM IQ icon is green
In-App Notifications and Browser Permissions are enabled
Ring is set correctly based on your device preference
Phone number is valid if using physical phone
Properties to Receive Calls includes the correct properties