Manage calls
In Creatio, all base telephony features (for example, receiving incoming calls and making outgoing ones, putting calls on hold and transferring them to another number) are available on the communication panel. To display the Calls tab, click the button.
Set up phone integration to enable call management in Creatio. Use a headset to make and receive calls.
Make calls
Outgoing call can be made in a number of ways. You can either dial the number manually on the communication panel, make a call using the calls history or click the call button on the contact page.
Dial by phone number
If you know the phone number that you want to call:
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On the Calls tab, enter the phone number in the tab field and click the call button or press the Enter key (Fig. 1).
Fig. 1 Manual dial You can also make a call by clicking the call button next to the name of the needed subscriber in the calls history (Fig. 2).
Fig. 2 Dial from the calls history -
Wait for the connection (Fig. 3).
Fig. 3 An outgoing call -
If the connection is successful, the call will be switched to the conversation mode.
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To end the call, click the end call button.
Dial by phone number
If you know the name of the contact that you want to call:
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On the Calls tab, enter the contact name or a part of it in the tab field. The system will search for contacts whose name contains the entered fragment and will display those contacts on the tab.
noteTo start searching, enter three or more characters.
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Find the needed subscriber in the list and click the call button next to the phone number you want to call (Fig. 4).
Fig. 4 Search for a subscriber by name -
Wait for the connection.
Quick dial from record pages and the section list
You can call a contact (an account) from the contact/account page or from the section list.
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To start a call from the contact page:
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Wait for the connection.
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To make a call from the section list, click the phone number that is displayed as a link (Fig. 6).
Fig. 6 Quick dial from the section list
Receive calls
By default, the section is hidden. It expands in the right side panel of the screen when incoming call is received (Fig. 7).
![Fig. 7 An incoming call](https://academy.creatio.com/guides/sites/en/files/documentation/user/en/base/BPMonlineHelp/chapter_telephony_cases/scr_cti_income_call_unknown.png)
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To start the conversation, click the call answer button or pick up the phone if the button is unavailable.
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To decline a call, click the end call button.
noteThe type of the Call Center used in Creatio determines whether the answer button is displayed for an incoming call or not. For example, the answer button is unavailable when working with Asterisk Call Center. If your telephone network supports this feature, and you would like to use it, open the Call Centre parameters setup page and select the Enable picking up phone from application checkbox. The setup page can be opened from the user profile.
Identify the caller
In Creatio, a subscriber is identified by the phone number during both an outgoing or an incoming call.
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If a subscriber (a contact or an account) is identified by the phone number while calling, the name of the subscriber will be displayed on the call panel (Fig. 8).
Fig. 8 Identify the subscriber -
If the same phone number is specified for more than one contact or account, the list of those subscribers will be displayed on the call panel. To select the needed subscriber, click the subscriber's record in the list (Fig. 9).
Fig. 9 Select one of the contacts found by the phone number -
If you need to change the selected subscriber, open the additional menu next to the subscriber's name and select the Select another record option (Fig. 10).
Fig. 10 Select another subscriber