Calls and telephony
Operate live calls, scheduled calls, history, provider settings, and voice quality from one model.
- For
- Revenue teams and call admins
- Owner
- Communication operations
- Outcome
- Place, receive, and reconcile customer calls safely.
- Last verified
- 2026-08-30
- Next review
- 2026-11-28
- Status
- supported
Calls have two separate concerns: running the work and configuring the system that makes the work possible. Keep those concerns separate when troubleshooting.
Run the call work
- Calls is the operating overview.
- Live is for in-progress visibility.
- History is for completed and failed outcomes.
- Scheduled Calls is for planned work and callbacks.
- Unmatched Inbound is for calls that need identity or routing review.
Configure the system
Provider, identity, language, runtime, SIP, WebSocket, caller ID, and latency controls affect whether a call can start and what the team can observe. Configuration pages are role-restricted because a small change can alter external behavior.
When a call looks wrong
- Check the CRM outcome and the provider identity separately.
- Check whether a terminal callback was received.
- Look for transcript or speech evidence before calling a session complete.
- Use Voice Quality and reliability views to separate product behavior from provider behavior.
- Keep the affected automation paused when the external outcome is uncertain.