An essential part of a rep's daily activities is to make and receive calls. They need to track calls that are made to the customers, schedule calls according to the customer's availability, maintain details of the discussions in their database, and keep a record of the missed calls so they can follow-up. It's important to record all this information in an organized manner despite how busy they may be.

The Calls layout provides a perfect platform to store and track every detail related to a call. The sales reps can enter call details like duration, date and time of calls, and notes about the content of calls. This data can be used to evaluate the time spent on each call or the average time a call takes to complete and more. The details can be helpful in generating reports on billing details, call status, and number of calls made per day.

Log a Current Call

1. In the Calls module, click Create a Call.
   
   You can also associate a call to a lead/contact by clicking the Log a Call.
   
2. In the Schedule call/Log a 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 Contact/Lead name from whom the call came or to whom the call is made.
     
   • Enter the Call Start Time.
     
   • Select to whom the call is Related to from the drop-down list (for eg. account, quote, order etc.)
     
   • Enter the Subject. 
   • Choose the Call purpose from the drop-down list.
   • Enter the Call agenda.
     
     
   • Click Call.
     
     
     
     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 Meeting, Call or Task if required to the call. This will be associated with the contact.
     
     
3. Click Save to save the current call.
   

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 Contact/Lead name from whom the call came or to whom the call is made.
     
   • Enter the Subject of the call.
     
   • Select the purpose of the call from the Call Purpose drop-down list.
     
   • In case of a call from/to a contact, select the Related To record, if required.
     
   • Select the Call Type as Inbound or Outbound.
     
   • In the Call Details section, click Completed Call.
     
     By default, Current Call is selected.
     
   • Enter the Call Duration in minutes and seconds.
     
     
     
   • Specify Description and Call Result.
     
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.
   

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 Calls module, click Create Call.
   
   You can also associate a call to a lead/contact by clicking the Log a Call.
   
2. In the Schedule a Call popup window, do the following: 
   
   • Specify the Contact/Lead name for who the call is scheduled for.
     
   • Select the Related To record, if required.
   • Enter the caller’s phone number in the 'From Number' field, and recipient's phone number in the 'To Number' field.

   • The Call Type is selected by default as Outbound.
     
   • The ongoing call status is by default Scheduled.
     
   • Select the Call owner from the drop-down.
     
   • Enter the Subject of the call.
   • Select a Reminder time option from the drop-down list.
     
   • Select the purpose of the outgoing call.
     
     
3. Click Schedule.
   

Import calls

For instructions, please see: Import data to a module.

Note:
You can import data that is present in the csv or xlsx format.

When you import call records, they could be for scheduled calls or logged calls. Depending on the type of call, the following columns need to present in the sheet/file. You can have all types of calls in the same file.

For scheduled calls
  1) Call Type with the value: Outbound
  2) Call start time: Any future date-time value ie. date-time greater than current date-time

For completed outbound calls
  1) Call Type with the value: Outbound
  2) Call start time - Any past date-time value ie. date-time is less than current date-time

For completed inbound/missed calls
 1) Call Type: Inbound or Missed
 2) Call start time - Any past date-time value ie. date-time is less than current date-time