Making and Receiving Phone Calls
On this page
With the CRM-integrated phone feature, you can call your customers without leaving the dashboard and answer incoming calls no matter which screen you’re on. Each call appears as a call card in the customer’s conversation.
- PhoneKeypad and Phone Setup
- Phone numbersNumber, SIP line, and call credit
- Call HandlingAnnouncements, music, and business hours heard by callers
Who can use it
The Phone feature is included in your CRM Subscription. The Phone icon in the left menu is visible to users whose role includes permission to make calls and answer incoming calls. When you open the Phone page for the first time, an extension is automatically assigned to you. If the page displays "Phone is not yet enabled for you" or "No extension assigned," contact your administrator with the reason listed below.
1. Initial Setup
The keypad does not activate until the line is connected and the outside line is operational; instead, the page displays a three-step setup process.
- Connect Your Number — Use your existing number from your carrier by selecting "Connect My Own SIP Line," or if sales are open, get a new number from the "Get a Number from Blesyum" section.
- Line connection — The line connects to our telephone servers. This usually takes a few seconds, and the status is updated in real time on the screen.
- Start Search — When the line is ready, a "Your line is connected" notification will appear, and the page will automatically switch to the keypad.
Since installation involves a cost, only users with permission to manage phone numbers, lines, and credit can perform it. For details, see the article on phone numbers, credit, and your own line.
2. Search
- Enter the number — On the Phone > Keypad page, select the country code and enter the number, or use the keypad.
- Press "Search" — Press the green "Search" button or the
Enterkey. - Open it first — Your device will ring first; when you answer, the customer will be called and the call will be connected.
The number from which the call will be made is displayed below the keypad; the customer sees this number. If you have multiple numbers, you can select one from the "Call from this number" list.
If you see the "No external line yet" warning, the Call button is locked; you must first connect a SIP line.
One-click search
In the right panel of a conversation, you can call the customer without entering their phone number by clicking the green phone icon next to their phone number. There is also an option to call the customer in the "Send via" menu in the reply box.
3. Where should calls ring?
The "Where Should Calls Ring" option below the keypad determines where the sound will play:
- This browser → In this tab, you’ll speak through your headset; the browser will ask for microphone permission.
- My cell phone → Your cell phone will ring first; when you answer, you’ll be connected to the customer. When you select this option, a field will appear where you can enter your cell phone number.
- Desk Phone → Your SIP phone registered to your extension rings.
On both mobile and desktop devices, you manage the call directly from that device; the call bar on the screen simply shows who you’re talking to and how long the call has been going on.
4. Incoming Calls
Incoming calls to your numbers ring all team members who have the Phone page open at the same time. If you’re using the browser option, an incoming call window opens in the center of the screen no matter which page you’re on. The window displays the caller’s name (or phone number, if no name is available) and company from the CRM; you can view customer and contact information, open opportunities, open reminders, recent conversations, and notes. Decide whether to Answer or Reject the call.
When a call comes in, the ringtone repeats; the "Incoming Call" label on the tab flashes; and if the tab is in the background, a desktop notification appears. You can change the ringtone from the "Incoming Call" line in the notification sound settings.
5. During the call
During a call, a call bar appears at the bottom of every page: the other party, the duration, and the status, such as "On Call" or "On Hold." In the browser option, you can use the icons on the bar to do the following:
- Mute: microphone icon.
- Hold: the pause icon. The customer hears hold music; you can return to the call by clicking the same icon.
- Keypad: the keypad icon, used for menus such as "Press 1 for internal."
- Transfer: Lists your team members along with their online status. The transfer is immediate; the customer is transferred to the person you select, and your call ends.
- Customer information: the person icon appears if the caller is registered in the CRM.
- Close: Ends the call.
The session will not be interrupted if the page is refreshed
If you refresh the page or close the tab while a call is in progress in browser mode, the call will not end: the customer will be placed on hold, and when the panel reopens, the call will automatically reconnect to that tab. If the browser mutes the audio, click the "Unmute" button that appears on the toolbar. If the panel is open in multiple tabs, the call is managed by a single tab; the other tabs will display the message “This call is in another tab,” and you can use “Move Here” to transfer the call to that tab.
6. In the Inbox
Every call, including missed calls, appears in the inbox the moment it starts ringing. If the caller has an active call, the call is added to that call—regardless of the channel; if the caller has a closed call, it is reopened; if the caller has no active calls, a new call is initiated on the "Phone" channel. The call header indicates the call type and number: “Incoming call · …,” “Outgoing call · …,” or “Missed call · ….”
If the caller’s number matches a number in your customer records, the call is connected to that person; the formats +90 555…, 0555…, and 90555… are considered the same person. If there is no match, a new customer record is created for that number; calls from hidden numbers are logged as anonymous calls. You can view a list of incoming calls under Phone › Incoming Calls.
Call Log and Call Recording
The call card during a call displays the call’s live status while it’s in progress and the result once it’s over (Incoming call, Outgoing call, Missed call, or Voicemail), as well as the wait time, talk time, and agent information. If a recording of the call exists, you can listen to it within the card using the “Listen to Recording” button; if the call just ended, the button will display “Recording is being prepared…” for a few seconds. Listening to a recording requires permission to “Listen to Call Recordings,” and each playback is logged.