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 example, customer support executives can log calls and 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.

You can log three types of calls in Zoho CRM - Current Call, Completed Call or Scheduled Call.

 Log a Current Call

To log a current call

  1. In the Activities module, click New Call.
    You can also associate a call to a lead/contact by clicking the Log a Call link in the Open Activities Related List in the respective record's Details page.
  2. In the Create Call popup window, do the following:
    You cannot add custom fields in the Create Call page. However, you can customize the existing fields using page layout customization.
    • Specify the Subject of the call.
    • The Call Type is selected by default as Outbound.
    • Select a suitable Call Purpose drop-down list.
    • Specify the Contact/Lead name from whom the call came or to whom the call is made.
    • In case of a call from/to a contact, select the Related To record, if required.
    • In the Call Details section, click Current Call.
      By default, Current Call is selected.
    • Click Start Calling.

      The call timer indicates the duration of the current call.
      You will be taken to the interface where the call is made. You can Pause call if required.

      Add a call description at the foot of the call window. You can see this in the Description field of the call once it has been saved.
    • Click End Call when the call is completed.
    • You can attach a Follow-up Event, Call or Task if required to the call. This will be associated with the contact.
  3. Click Save to save the current call.

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.
  • The details of the call will be available in the Activities tab.

 Log a Completed Call

To log a completed call

  1. In the Activities module, click New Call.
    You can also associate a call to a lead/contact by clicking the Log a Call link in the Open Activities Related List in the respective record's Details page.
  2. In the Create Call popup window, do the following: 
    • Specify the Subject of the call.
    • Select the CallType as Inbound or Outbound.
    • Select the purpose of the call from the CallPurpose drop-down list.
    • Specify the Contact/Lead name from whom the call came or to whom the call is made.
    • In case of a call from/to a contact, select the RelatedTo record, if required.
    • In the Call Details section, click Completed Call.
      By default, Current Call is selected.
    • Enter the Call Duration of the call in minutes and seconds.
    • Specify Description and CallResult.
  3. Click Save.
    The call is saved in the Activites module.
    The call will also be displayed in the Closed Activities Related List in the Details page of the respective lead/contact.

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.
  • Once the call is marked as completed, you will not be able to edit the record entry.

 Schedule a Call

Schedule calls in Zoho CRM that can be taken up by users later. Each call that is scheduled has three option in the details page.

  • Mark as Completed - The calls that you mark as completed will be moved to the Closed Activities Related List in the associated record.
  • Reschedule Call - At times when you are not able to stick to the scheduled call, you can reschedule it for later.
  • Cancel Call - You can also cancel a call whenever necessary.

These options are available in the call's details page, list views, related lists, reminders and calendar.

To schedule a call

  1. In the Activities module, click New Call.
    You can also associate a call to a lead/contact by clicking the Log a Call link in the Open Activities Related List in the respective record's Details page.
  2. In the Create Call popup window, do the following: 
    • Specify the Subject of the call.
    • The Call Type is selected by default as Outbound.
    • Select the purpose of the call from the CallPurpose drop-down list.
    • Specify the Contact/Lead name from whom the call came or to whom the call is made.
    • In case of a call from/to a contact, select the RelatedTo record, if required.
    • In the Call Details section, click Schedule Call.
      On selecting Schedule Call, you will have the option to assign the call to a user.
    • Select the CallOwner from the lookup.
    • Specify Description and CallResult.
    • Select a Reminder option from the drop-down list.
  3. Click Save.

 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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