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Click-to-call

A user initiates a phone call directly from a CRM record via an integrated telephony provider. Call metadata is automatically logged as a CRM activity.

When this happens: You click the phone icon next to a phone number on any CRM record.

Step by step

  1. 1

    On a Contact detail page, clicks the phone icon next to the contact's phone number.

    Initiates call via telephony provider API. User's registered phone/softphone rings first.

  2. 2

    Pick up. System bridges the call to the contact's number.

    Call in progress. Timer displayed in the CRM UI.

  3. 3

    Ends the call by hanging up.

    Captures: Duration, Direction (Outbound), Timestamp. Prompts user for call disposition: Connected, Voicemail, No Answer, Busy, Wrong Number.

  4. 4

    Select Connected Optionally adds notes.

    EasyCRM logs the call as an Activity on the Contact's timeline. Audit: ActivityCreated.

Other paths

Inbound call screen-pop

Inbound call received. EasyCRM matches caller ID to Contact/Lead phone numbers. Screen-pop: displays matched CRM record details with Accept Call button. Accepts the call. After call ends, same disposition logging as steps 6–9.

No answer

Call rings for 30 seconds with no answer. Auto-terminates. Prompts disposition. You select No Answer Activity logged.

If something goes wrong

Telephony provider unavailable

API call to provider fails. EasyCRM shows: Unable to place call. Telephony service is unavailable No activity logged.

Invalid phone number

Provider returns invalid number error. EasyCRM shows: The phone number could not be reached. Please verify the number

Good to know

  • Call activities are automatically linked to the CRM record from which the call was initiated.
  • Call recordings (if enabled by provider) are stored as links, not in CRM storage.
  • Admin configures which telephony provider and credentials to use.