Open CRM > Calls. The page lists the calls your team made and received through CloudTalk, newest first. The Calls entry only appears for users with the role setting View CRM calls, and calls only appear after CloudTalk is connected (see the CloudTalk setup guide).

Each row shows When, Direction (Incoming, Outgoing or Internal), Who (the person, or Not in the CRM for an unknown number, or Number withheld), the Agent, the Status, the Duration and the Outcome. A microphone icon means the call has a recording.

If CloudTalk is not connected yet the page says CloudTalk is not connected yet. Users who manage telephony see a Connect CloudTalk button, and a settings icon (Telephony settings) at the top right.

The direction filter next to the buttons shows Every direction, Incoming or Outgoing.

Click the phone icon next to a phone number, on a person record or in the call list or call card, to start a call. The icon only appears for you when all of these are true: CloudTalk is connected, your plan includes Telephony, you have the role setting Make CRM calls, and an administrator linked your user to a CloudTalk agent. Before the call starts, QrX asks Call this number? with the number shown. Click Call now to start it, or Cancel so nobody is called by accident.

QrX asks CloudTalk to call from your agent. CloudTalk rings your own CloudTalk device first. When you pick up, CloudTalk dials the number. While the call starts the icon shows a spinner. QrX then tells you what happened: The call is connected., The call did not connect. You can try again. or The call could not be started. If QrX cannot confirm whether the call started, it says We could not confirm whether the call started. Check your CloudTalk phone before you call again. Do not press the icon again until you checked. You can only have one call in progress at a time.

If a colleague called the same number in the last minute, QrX asks A colleague just called this number and offers Call anyway. A person who asked not to be contacted cannot be called.

Starting calls counts against the calls per month of your plan, per calendar month in UTC. Calls that failed to start do not count.

Click a row to open the call. It shows the number, the agent, the call group, when the call started, Duration, Talk time, Waiting time and the CloudTalk tags. Users with the role setting Edit CRM records can also:

Click Save to store the outcome and notes. If a colleague changed the call in the meantime, reload it first.

When a call has a recording and you have the role setting Listen to call recordings, the card shows a Recording section. Click Play recording to load and play it. The recording is loaded only when you ask for it and every play is logged. Recordings need a plan that includes call recordings. If the recording is not ready, the card says The recording is not ready yet. CloudTalk can take a few minutes. If CloudTalk deleted it, you see This recording was deleted at CloudTalk..

While a call is live, the user linked to the agent sees a message in the portal: Incoming call or Calling with the name of the person and the company. Click Open record to open the person, or Open call for a number that is not in the CRM yet (This number is not in the CRM yet.).