Sign in

Log a call dialed directly on the softphone

When a user dials a customer on the softphone or desk phone without using the CRM, the platform logs the call from the phone system's outbound events.

When this happens: The phone system posts an outbound call event.

Step by step

  1. 1

    Dials +373 69 765 432 on MicroSIP from extension 101.

    EasyCRM posts call.started with direction: outbound, extension: 101, to: 069765432, then call.answered and call.ended with talkSeconds: 95. EasyCRM creates the call, initiated by the user mapped to 101, and normalizes the dialed number with the company country. EasyCRM matches the number to Maria Popescu, adds the call message to her voice conversation and, on end, because the call was Completed and a contact matched, writes the call activity (Outbound, 2 min, owner the Sales Rep). If the conversation had no responsible user and the Sales Rep holds EasyCrm.Inbox, makes the caller responsible.

  2. 2

    Sees the call in the conversation and in the Calls list and can add notes.

Other paths

Call started from the CRM

The events carry the reference or provider call id of a call placed by UC-29.9. They update that record; no second call is created, and the record's started-from record and activity rule (every attempt logged) are kept.

Number belongs to nobody in the CRM

The Sales Rep dials a supplier, +373 22 555 010. No contact is created. The call is kept as an unlinked call visible to the Sales Rep and holders of EasyCrm.Calls.Manage, and can be linked. No activity is written, since no contact matched.

Conversation already assigned

The conversation is assigned to Ion Rusu and Maria Ciobanu dials. Responsibility is unchanged; the history shows Call by Maria Ciobanu. The same holds when the caller does not hold EasyCrm.Inbox, whoever is responsible.

Outcome states

EasyCRM records Completed (the customer answered), No answer, Busy, Failed or Canceled from the end reason. Only a Completed call to a matched contact writes an activity; No answer, Busy, Failed and Canceled calls write none (unlike calls started from the CRM, UC-29.9). None is missed.

Provider does not report outbound calls

The adapter does not report outbound calls (ReportsOutboundCalls is false). Calls dialed outside the CRM are not logged.

If something goes wrong

Unmapped extension

The calling extension has no mapping. The call is recorded without an initiating user and visible to holders of EasyCrm.Calls.Manage; no activity is written, since an activity needs a person; the extension appears under Extensions seen but not linked.

Events out of order

call.ended arrives before call.started. The call is created from the first event received and completed by the rest, by their occurredAt.

Internal call

Extension 101 calls extension 102. Ignored.

Signature mismatch

Events fail verification. Nothing is logged; WebhookSignatureInvalid is recorded.

Number cannot be normalized

The dialed string is a short code like 112. The call is kept unlinked with the raw string and no contact match.

Good to know

  • Outgoing calls identify the contact by the dialed number and never create a contact.
  • An originated call is never logged twice.
  • An outbound call is never "missed"; its end states are Completed (the customer answered), No answer, Busy, Failed and Canceled.
  • A caller holding EasyCrm.Inbox on an unassigned conversation becomes responsible; on an assigned one, or for a caller without EasyCrm.Inbox, nothing changes.
  • A call dialed on the softphone writes an activity only when it is Completed and a contact is matched, and a mapped user placed it.