CRM Help

Logging Calls

The Log a Call functionality helps you to register the inbound calls (received from leads and customers) and outbound calls (dialed to leads and customers) with call details such as call duration, date and time of calls, notes, etc. Users who frequently make calls or receive calls in an organization can make use of this functionality in Zoho CRM.

For instance, this is of great help to the Customer Support Executives who often receive calls from their customers. By recording call logs, they can identify the time spent on each call and keep track of the average time spent in calls on a monthly basis. On the other hand, the Sales and Marketing Executives can keep track of all the calls they make to their prospects. The call details can be further used to generate reports on billing details, average time spent on calls, number of calls per day, etc.

Availability

Profile Permission Required: Access to the Activities Tab that includes View, Create, Edit and Delete permissions.

Benefits

  • Helps identify typical questions asked by users
  • Keep track of all the customer calls for future reference.

Log a Call

Using the Log a Call feature in Zoho CRM you can capture the completed and current call details.

To log a current call

  1. In the Activities module, click New Call.
    You can also add call details from within a record by clicking the Log a Call link in the Open Activities related list.
  2. In the Log a Call page, specify the details of the call.(Refer to the Standard Fields)
    You cannot add custom fields in the Log a Call page. However, you can customize the existing fields using page layout customization.
  3. In the Time Details section, click Current Call.
    By default, Current Call is selected.
  4. Click Start.
    The call timer indicates the duration of the current call.
  5. Click Stop when the call is completed.
    The Call Start Time and Call Duration are automatically updated.
  6. Click Save to save the current call.
  7. Click Save & Create Follow-up Task to save and create a follow-up task.

Note

  • The Related To field will be available only if you are calling a Contact.
  • The user who logs a call is the Call Owner and you cannot change the owner of the call.
  • Only users with permission to edit the call record can modify it.
  • The details of the call will be available in the Activities tab.

To log a completed call or schedule a call

  1. In the Activities module, click New Call.
    You can also add call details from within a record by clicking the Log a Call link in the Open Activities related list.
  2. In the Log a Call page, specify the details of the call. (Refer to the Standard Fields)
  3. In the Time Details section, select Completed Call/Schedule Call.
    On selecting Schedule Call, you will ahve the option to assign the call to a user.
  4. Enter the Call Duration of the call in minutes and seconds.
  5. Click Save, or click Save & Create Follow-up Task to save and create a follow-up task.
    Save & Create Follow-up Task option is not available while scheduling a call.

Note

  • The Related To field will be available only if you are calling a Contact.
  • The details of the call will be available in the Activities tab.
  • You can mark the Call Duration and Call Start Time fields as non-mandatory.

Associate calls with CRM records

To associate calls with CRM records

  1. Click the Leads or Contacts tab.
  2. Select the record for which you want to log a call.
  3. In the [Record] Details page, the existing call details, if any, are displayed.
    • Click Subject, Activity Type, Status, Due Date or Owner Name links to sort the display order of the records.
    • Click the Edit or Del link to modify or delete the call details respectively.
  4. Click the Log a Call link.
  5. In the Log a Call page, enter the call related details.
  6. Click Save, or click Save & Create Follow-up Task to save and create a follow-up task.

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