Calls from contacts with a phone system

With a phone system connected, each team member calls a contact from its record through their own line, and the record shows every call with that contact's numbers, inbound and outbound, with recordings you can play. Calls are read live from the phone system; Sonta does not store them.

Requirements

• A phone system (a cloud PBX) connected to the business as an integration. See Integrations overview.
• A line set up for you by an administrator.
• A role that can view calls, and one that can place calls.

Lines

A line is how one person places calls through one connected phone system. An administrator creates it on the connection's settings; there is no self-service. A line has a phone number, an extension, or both:

• Phone number and extension: the phone system rings your phone first, and the contact sees your extension's caller ID.
• Phone number only: the phone system rings your phone, and the contact sees the business's general number.
• Extension only: the phone system rings the softphone or desk phone registered on that extension.

Each person can have a default line per connection. Extensions can be shared, for example by staff working shifts.

Calling from a record

1. Open the contact, company, or lead.
2. Call. You choose from your own lines; colleagues' lines are never offered.

If there is no call option, the business has no phone system connected. If it is there but has no lines, ask an administrator to set one up for you.

Call history on the record

The record lists calls involving any of its phone numbers, newest first: direction, the numbers, when, how long, and the call's status. A call placed through a second connected phone system appears too. Where a call was recorded, you can play the recording in Sonta.

A staffing firm's recruiter opens a candidate and sees last Tuesday's screening call, plays the recording, and adds notes before the client interview.

Notes and limitations

• Nothing is stored. Calls and recordings are fetched from the phone system when you open the record. If the phone system no longer has a call, Sonta cannot show it.
• Matched by number. Calls are found by the record's phone numbers. A contact with no phone number shows no calls, and a number saved differently from how the phone system has it may not match.
• Recent calls. The list covers a recent period of calls, not the whole history.
• Very long recordings may be too large to play in Sonta.

Related

For email with contacts, see Email and the inbox.