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Call a customer from the CRM

A Sales Rep clicks a phone number in the CRM; the platform rings the Sales Rep's own phone first and then dials the customer from the company number. Without a usable connection the button opens a `tel:` link for the Sales Rep's softphone.

When this happens: The Sales Rep clicks the phone button next to a number on a Contact, Lead or Company page, in the Inbox customer panel, or a Call back button.

Step by step

  1. 1

    On Maria Popescu's contact page, clicks the phone button next to +373 69 765 432.

    EasyCRM finds the connection where the Sales Rep has an extension, uses its remembered caller ID line Vânzări (+373 22 123 456) and creates the Outbound call record. Asks the provider to ring the Sales Rep's own extension first, with the customer as destination. EasyCRM shows Calling your phone — answer it to connect.

  2. 2

    Answers the ringing phone (extension 101).

    Dials the customer with the company number as caller ID; reports the progress. EasyCRM shows the progress (Ringing, Connected 00:12) and keeps the call linked to the request through the provider call id or the reference. At the end, adds the call message to the customer's voice conversation, writes the call activity (Outbound, duration, end state, owner the Sales Rep, linked to Maria Popescu and her company) and offers notes and outcome. If the conversation had no responsible user and the Sales Rep holds EasyCrm.Inbox, they become responsible (UC-29.7 ).

Other paths

Several lines

Has extensions on two connections. A picker offers Vânzări (+373 22 123 456) and Suport (+373 22 123 457), defaulting to the connection of the customer's existing voice conversation. Remembers the choice per user.

No extension or connection cannot start calls

The button is a tel: link in E.164 with the hint Your softphone will dial. The call is logged when the phone system reports it Click it; MicroSIP, set as the tel: handler, dials. EasyCRM creates no call record at the click. The call is logged when the provider reports it.

Customer does not answer

The call ends No answer or Busy. It is kept in the conversation with that state, and an activity is written with that end state (every attempt started from the CRM is logged). An outbound call is never missed.

Customer has several numbers

Choose which number of the contact to dial; the number is normalized with the company country.

Call from a lead page

On the lead Alfa Trade — website form, clicks the phone button next to the lead's number. EasyCRM records the call with the lead as the started-from record. A lead is not a contact, so the call has no contact and no conversation, and the number is not matched to a contact. At the end, writes the call activity (every attempt, with its end state) linked to the lead. The call is listed in the Calls list for the Sales Rep, their team and holders of EasyCrm.Calls.Manage.

Call from a company page

On the company Alfa Trade SRL, clicks the phone button next to the company's number. EasyCRM records the call with the company as the started-from record. If the dialed number matches a contact, the call joins that contact's voice conversation; no contact is ever created. At the end, writes the call activity (every attempt, with its end state) linked to the company and to the matched contact, if any.

The sales rep's phone is a number — "press 1 to accept"

The Sales Rep's device is an E.164 phone number, so at step 3 their leg says Call for Vânzări. Press 1 to accept Answers and presses 1. Only then dials the customer (step 5). A sip: device connects directly.

No key pressed

The Sales Rep's phone is answered, or goes to its personal voicemail, but 1 is not pressed within the ring timeout. The call ends Canceled, the customer is never dialed, and the attempt is logged with that state ().

If something goes wrong

Do-not-call

The contact is Do-Not-Call. The button is disabled with the reason; no call is started and no tel: link is offered.

Originate refused

Refuses to start the call, for example with 503. EasyCRM shows The phone system refused to start the call: 503 Service unavailable, records the passive signal and offers the tel: link.

Sales rep does not answer their own phone

The Sales Rep's leg is not answered; the customer is never dialed. The call ends Canceled and is kept in the customer's conversation with that state, with a Canceled activity.

Invalid number

The number cannot be normalized. EasyCRM shows Enter the number with its country code and starts nothing.

Permission missing

Without EasyCrm.Integrations.Telephony.Use the button is not offered.

Good to know

  • When the provider can start calls, the your own extension or device rings first and the customer is dialed second with the chosen company number as caller ID; the legacy direct-to-customer call no longer exists.
  • Without CanOriginate or without an extension, the button is a tel: link and no record is created by the click.
  • A Do-Not-Call contact disables the button.
  • An originated call is matched to its record by the provider call id or reference and is never logged twice.
  • The Sales Rep's company line choice is remembered per user.
  • A call started from a record keeps it: from a contact the call's contact is that contact; from a lead there is no contact or conversation; from a company the contact is matched by the dialed number and never created.
  • Every attempt started from the CRM writes an activity with its end state, linked to the record it was started from and to the matched contact.
  • A device that is a phone number is screened with "Press 1 to accept"; no key press ends the call Canceled without dialing the customer.
  • A caller holding EasyCrm.Inbox on an unassigned conversation becomes responsible; on an assigned one nothing changes.