Make and Manage Calls

After an administrator connects and tests a default provider, callers can start from a CRM record or the call history. The exact live-call experience depends on whether the provider uses browser audio or a PBX callback.

Before Your First Call

• confirm the contact has a valid phone number;
• use international E.164 format, such as +32470000000;
• confirm your role permits outbound calling;
• for Telnyx, confirm an active synchronized number is assigned to you;
• for Zadarma, confirm the configured callback source can ring;
• place a test call only to an approved destination.

Start from CRM

1. Open a contact, company, deal, or another record with click-to-call.
2. Select the intended phone number.
3. The Voice Dock opens and the default provider starts the call.
4. Follow the provider-specific behavior below.

Telnyx browser call

1. Allow microphone access for the LeenOps domain.
2. Keep the Workspace tab open while the call is active.
3. Use Mute, Transfer, or End call as needed.
4. Choose an outcome and add notes before finishing the wrap-up.

Telnyx uses a short-lived per-user browser credential. The Workspace API key is not sent to the browser. Persistent inbound browser answering is not available in the current integration.

Zadarma PBX callback

1. Start the call from CRM.
2. Answer the configured PBX extension, SIP device, scenario, or phone.
3. Zadarma connects the destination.
4. Use the PBX or phone to control the live call.

The Voice Dock starts the workflow, but its browser controls do not manage the active Zadarma leg. Predictive callback reverses the order: Zadarma calls the customer first and connects your source after the customer answers.

Outcomes and Notes

During an active browser call, you can select an outcome such as No Answer, Left Voicemail, Follow-up Needed, Connected, Wrong Number, or Not Interested. Add a concise note with the decision and next action.

Post-call notes appear on the call detail page. Keep sensitive information out of notes unless it belongs in the customer record and your organization permits it.

Call History

Open Communications > Calls to review provider-neutral call records.

Each call detail can show direction, status, duration, numbers, assigned user, timestamps, linked contact/company/deal, recording, transcript, and notes. A section appears only when the selected provider and call supplied that data and your role can view it.

Schedule a Callback

From a call detail, missed call, contact, or the callback list:

1. Select Schedule or New callback.
2. Choose the contact or phone number.
3. Set the reminder date and time.
4. Add a short reason or next step.
5. Save.

Due callbacks appear in Communications > Callbacks and can generate an inbox reminder. Use Call now, Reschedule, Mark done, or Dismiss to keep the list current.

If a Call Does Not Start

1. Open the Voice Dock and read its current connection state.
2. Confirm a default provider shows Connected.
3. Verify number format and the carrier's destination permissions.
4. For Telnyx, check your assigned number and browser microphone permission.
5. For Zadarma, check the callback source and PBX reachability.
6. Ask an administrator to run Test connection on the provider card.

Continue with Health, Disconnect, and Troubleshooting.