Operator calls from CRM
When telephony is connected, an operator calls the client straight from their deal — without switching to a phone or copying the number. The call is linked to the deal right away, and its outcome and recording stay in the history available to the team.
There is no separate dialer or softphone window: the entry point for a call is the deal card itself. How an administrator connects telephony is covered in Telephony.
How to call a client
- Open the client's deal in CRM.
- Press the call button on the deal card.
- The portal starts an outgoing call: the connection is raised on your side first, then the client is dialed.
- When the client answers, the conversation begins. The active call is shown in the deal chat with its status and controls.
The call button appears only when three conditions are met: you have the right to make calls, telephony is enabled on the portal, and the deal has the client's phone number set. If the button is missing, see the diagnostics section below.
In-call controls
During an active call you can:
- Mute or unmute — temporarily silence your microphone;
- End the call — hang up;
- Transfer the call to another operator — when the question is outside your area.
Calls are voice-only. The conversation is linked to the deal automatically, so there is no need to link it to the client separately.
Incoming calls
Incoming calls are distributed among operators by the rules of the connected pipeline: the owner first, then the queue, taking availability into account. These rules are configured in the pipeline settings, not in the call window itself — see Pipelines and stages.
When an incoming call reaches you, it appears the same way as an outgoing one: an active call in the deal chat with its controls.
Where to listen to the recording
If call recording is enabled with your provider, the recording of the conversation appears in the deal chat and its activity timeline — where the completed call is reflected. From there you can play it back and download it.
Note: in the shared call log (CDR) the recording is not played back — the log shows a list of calls, and you listen to the recording from the chat of the specific deal.
If the call button is missing
A missing call button is almost never an operator error:
- the deal has no client phone number — add a valid number;
- you don't have the right to make calls — request access from the administrator;
- telephony is not enabled on the portal — check with the administrator whether the phone provider is connected.
If the button is there but the call doesn't go through, tell the administrator: the problem is usually in the provider settings or access rights, not in the deal itself.
Good practices
- Call from the deal, not from a personal phone: this keeps the conversation and recording in the client's history.
- Record the call outcome in the deal — the agreement, the next step, the deadline — not just the fact that a call happened.
- Transfer the call when the question is outside your area, instead of promising that "a colleague will call back".
- Check the client's number in the deal in advance so the call button is available.
Common mistakes
- Calling from a personal phone — the conversation and the agreement are lost to the team.
- Not recording the call outcome in the deal — the next operator doesn't know what was agreed.
- Looking for the recording in the call log instead of the deal chat.
- Treating a missing button as a deal error, when it is more often about access rights or telephony not being connected.