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See who is calling from your CRM

If your company has connected its CRM, an incoming caller card pops up while a customer is ringing. It shows their name and company, with an Open in CRM button. The card appears on whichever Phonovo portal page you have open.

The caller-identity card sits at the bottom right, above the incoming-call card. When the call is answered, its heading changes to On call. Matched external calls are also logged in your CRM.

These features are for company users and admins. Your company must have CRM integration enabled and an active CRM connection. A company admin manages the connection and contact refreshes. You choose your own caller-card preferences.

When a card appears

  • Incoming calls: the card shows on everyone whose phone is ringing for that call, including calls to a ring group or a call queue. When someone answers, the others see who took it.
  • No card is shown when the number is not in your CRM, when the caller withholds their number, or for calls between extensions.

The pop card shows within a moment of the call ringing. It closes when the call ends, or after 15 minutes without call activity.

Use Dismiss to close a card. Its Call button calls the number shown on the card. See Call from a card or the directory before using it.

Find and call a CRM contact

  1. Open Dialpad from Communication in the sidebar. See Using the webphone if you have not used it before.
  2. Select the CRM tab in the directory panel beside the keypad.
  3. Use Search CRM contacts to search by name, company or phone number.
  4. Find the contact's name, company and phone numbers. UK numbers are shown in national form, such as 07700 900123. Click Call beside the number you want.
  5. The list loads 50 contacts at a time. Click Load more for the next page.

The directory is read-only. Edit contacts in your CRM. Changes appear after a contact refresh. Your personal Contacts and your Team directory are separate from CRM.

  • Loading CRM contacts... means the list is loading.
  • No CRM contacts found. means there are no contacts for the current search. Clear or change the search. If the list is still empty, ask your company admin to check contact status.
  • We could not load CRM contacts. Change the search or reopen the CRM tab. means the list could not be loaded. Follow that instruction to load it again.

If your company's CRM connection is no longer active, the CRM tab disappears. Ask your company admin to check Settings, Integrations, CRM.

Call from a card or the directory

Open your webphone and wait for Registered before clicking Call on a caller card or beside a CRM directory number. You need an extension assigned to your account. The button is unavailable while the webphone is disconnected, handling another call or cannot use the number shown.

Clicking Call here starts the call. It does not just fill in the keypad.

  • Call request sent. means the request reached the webphone. Check the webphone for the call's progress. It does not mean the other person answered.
  • Connect your webphone before calling. means the webphone is not ready.
  • We could not start the call. Check your webphone before calling again. means the webphone reported a problem. Check whether a call started before another attempt.
  • We could not confirm the call request. Check your webphone before calling again. means a call might already have started. Phonovo does not automatically retry it. The button stays unavailable after this message. Check the webphone before calling again.

The webphone may also say Finish the current call before starting another one. or The webphone is not ready to call. Finish any current call and check that the webphone is connected before trying again.

Open the record automatically

Each user chooses their own setting. Go to Settings, then Phone Settings, then CRM Pop, and use Open the caller's CRM record automatically to choose Never, When the call rings or When I answer.

Saved. confirms the change. If you see That did not save. Please try again., your previous setting stays in place. We could not load your setting. means the setting could not be loaded. Reopen the page to check it.

Web browsers can block a page from opening a new tab on its own. If that happens, the card says Your browser blocked opening the record. Click Open in CRM. Click Open in CRM instead.

Click a phone number in your CRM to call it

On the same page, click Use Phonovo for phone links and confirm in your browser. After that, clicking a phone number in your CRM opens the Phonovo webphone with the number ready. Click Call to dial; Phonovo never dials a number from a link on its own.

The confirmation message is Your browser will ask you to confirm. Supported phone links open Phonovo with the number ready to call; they never call automatically. Browser support varies. If you see Your browser did not allow this., check your browser's permissions. This browser does not support this. The Phonovo desktop app handles phone links for you. means this browser cannot set up phone links.

For Pipedrive, open Tools and apps, then Phone calls. Choose Custom and paste web+phonovo:[number]. These links open Phonovo with the number ready. Click Call to dial.

CRM contacts on a desk phone

If your company uses provisioned Yealink phones, a CRM phonebook can also be available on the handset. Ask your company admin to check the CRM phonebook setup.

Why no card appeared

  • The number is not saved against a contact in your CRM, or is saved in a different format. Phonovo tries the common formats, such as 07700 900123, with or without the international +44 prefix.
  • Your company's CRM connection needs reconnecting. A company admin can check Settings, Integrations, CRM.
  • The lookup took longer than about 1.5 seconds, or your company's CRM was busy. Phonovo carries on without the pop card so the call is never delayed.