Overview
Pre-sales leads, commercial opportunities, pipeline forecasting and the outbound call queue.
Overview
CRM covers pre-sales leads, commercial opportunities, and pipeline forecasting—separate from operational invoicing. When the CRM Telephony module is enabled, it also carries Calls to make, the working queue of outbound lead calls assigned to you.
Where in the app
- CRM → Opportunities —
/c/companies/:companyId/crm/opportunities - CRM → Calls to make —
/c/companies/:companyId/crm/calls
Step-by-step
- Enable CRM at tenant then company. (Expected: CRM sidebar visible.) (UAT-C-CRM-CFG-001)
- Open CRM → Config for pipelines and sources. (Expected: catalogs saved.) (UAT-C-CRM-LEAD-002)
- Create and qualify leads; convert to opportunities. (Expected: no invoice from lead.) (UAT-C-CRM-OPP-001)
- Move opportunities on the pipeline board. (Expected: stage history auditable.) (UAT-C-CRM-REP-001)
- Plan an outbound call on a lead, with a date and an assignee. (Expected: it appears in that user's Calls to make.) (UAT-C-CRM-ACT-003)
- Start the call from the queue, or log one you made elsewhere. (Expected: the row is marked In progress and reserved for you.) (UAT-C-CRM-ACT-003)
- Save the call result. (Expected: an outcome is required and the row leaves the queue.) (UAT-C-CRM-ACT-003)
- Review CRM → Reporting for funnel KPIs. (Expected: totals match stages.) (UAT-C-CRM-REP-001)
- If permission denied on config, use tenant admin to enable module cascade. (UAT-C-CRM-REP-001)
Calls to make
CRM → Calls to make lists the outbound lead calls assigned to you: the ones due now, and the ones planned for later marked Upcoming. It is a working queue, not a list view—there are no columns, filters or export. Each row shows the lead, the contact and the number to call (or No phone number), the due or scheduled date, the duration once known, and a Call transcript block when a transcript is ready.
What puts a call in the queue
- A planned outbound call on a lead: a call activity, outbound, with a scheduled date and an assignee. If no assignee is given, the lead owner is used, otherwise the person who created it. A reminder is created with it.
- A Callback scheduled result on a call you close: it creates exactly one follow-up call for the same person, on the date you give, with its own reminder.
A lead carries at most one open outbound call at a time. A second one is refused with An outbound call is already planned for this lead., and a lead marked Wrong number or Do not call accepts none at all.
What takes a call out
- Its result is saved.
- The lead becomes Wrong number or Do not call.
- Someone else is handling it right now—a live reservation hides the row from everyone else.
- It is re-assigned: your queue only shows the calls assigned to you.
- A correction removes the next-call date of a completed call; the follow-up call it had created is closed and cancelled, and its reminder dismissed.
One caller at a time
Starting a call reserves it for you in the same, atomic gesture—there is no separate claim button. The reservation lasts 15 minutes and only the assignee can take it. Whoever comes second is refused with This call is already being handled. Your microphone is asked for before anything is reserved, so a denied, busy or missing microphone stops the attempt without leaving a reservation behind. If the connection does not complete within 30 seconds, or the phone service reports an error, the reservation is released for you and the row returns to the queue. You can also release it yourself from the … menu.
Placing the call
- Call from browser is the main action. It is unavailable without a number (Cannot call: no phone number is set yet.) or without a telephony extension mapped to your account (Your account has no telephony extension configured yet). While the call runs, the console shows Connecting… / Ringing… / Call in progress, a timer, mute, and hang up; the result form opens on its own when the call ends.
- Call on desk phone, in the … menu when the lead has a number, has the phone provider ring your SIP extension first and then dial the lead.
- Open phone app reserves the call, then hands the number to your device.
- Log a call made elsewhere is always offered, including on a lead with no number: it reserves the call and opens the result form without dialling.
The number used is the person's mobile then landline—the individual contact, or the lead's primary contact—otherwise the organization's mobile then landline.
Saving the result
Nine outcomes are available: No answer, Voicemail left, Gatekeeper reached, Callback scheduled, Conversation held, Discovery booked, Not interested, Wrong number, Do not call. Nothing is pre-selected: Save result stays disabled until you pick one. Callback scheduled also requires a next-call date, and a recording URL, under Advanced options, must start with https://. Notes are optional, and the lead status is pre-filled from the outcome—you can change it before saving.
Two outcomes are durable: Wrong number and Do not call prevent any further outbound call from being opened on that lead.
Saving records the caller, the outcome and the notes on the activity, updates the lead (attempt count, last call, last outcome, status and status history), dismisses the call's reminder, and creates the follow-up when one is due. Replaying the same save returns the original result instead of duplicating it; a different outcome on a call already closed is refused.
Correcting a closed call
The person who made the call, or a company administrator, can correct a completed call from the lead's activity panel—not from the queue. The correction is versioned and keeps the previous values.
When telephony is not configured
A warning pointing to CRM → Config → Telephony appears whenever your account has no SIP extension mapped, even on an empty queue. Call recordings are only ingested when the CRM telephony settings allow it; when they are, the recording becomes a company document and the row can show its transcript once ready.
Permissions and modules
CRM module (crm.configuration, crm.reporting).
Calls to make additionally requires the CRM Telephony module: CRM_TELEPHONY:READ plus lead read to see the queue, and CRM_TELEPHONY:EXECUTE plus lead update to start, dial or release a call. Saving a call result only requires lead update. Each caller also needs a SIP extension mapped in CRM → Config → Telephony before the call buttons become usable.