Click-to-call
Click-to-call lets an agent dial a customer from the Records page (or other places that show a phone) with one click. No copy-paste into a desk phone, no switching apps.
It is the fastest path from “I am looking at this contact” to “I am talking to them.”
What it does
Section titled “What it does”Next to a phone number, the agent sees a small phone icon. Clicking it:
- Asks CXGear to originate an outbound call to that number.
- Uses the agent’s configured extension and your outbound routing (trunk + caller ID).
- Rings the agent’s desk phone and the customer according to your PBX flow.
The agent stays on the record they were reviewing — context stays on screen.
Screenshot needed
Records row with phone number and click-to-call icon highlighted.
Where: Project → Records (outreach project with phone metadata)
Save as:
src/assets/screenshots/41-click-to-call.pngWhy use it
Section titled “Why use it”| Without click-to-call | With click-to-call |
|---|---|
| Agent copies the number | One click |
| Dials on a separate phone UI | CXGear originates through your trunk |
| Easy to mis-dial | Number comes from the record |
| Hard to tie call to the record | Call is linked to record and project when available |
Supervisors get cleaner ops: agents work from the same record list they already use for dispositions and outcomes.
How to use it
Section titled “How to use it”Agent steps
Section titled “Agent steps”- Sign in with an Agent or Supervisor role.
- Open Dialler → Agent desk, set your extension, go Available.
- Open a project Records page (or any screen that shows the phone control).
- Click the phone icon beside the number.
- Answer on your desk phone when it rings, then speak with the customer.
- Disposition or wrap up as usual when the call ends.
Admin prerequisites
Section titled “Admin prerequisites”Click-to-call will fail quietly (or show a short error) if telephony is incomplete:
- Integrations → Telephony — gateway + outbound trunk
- Dialler → Call routing — outbound pattern matching your numbers and CLI
- Agent extension saved on Agent desk
What success looks like
Section titled “What success looks like”- Icon is visible next to phone numbers on records.
- Click places a call within a few seconds.
- Desk phone rings for the agent; customer receives the call with the expected caller ID.
- Errors are rare; when they appear, they point at configuration (not a mystery blank click).
Common problems
Section titled “Common problems”| Symptom | Likely cause | What to try |
|---|---|---|
| Icon does nothing / shows error | Agent not configured or not available | Save extension; set Available |
| “No route” style failure | Outbound route missing for that number pattern | Add outbound route under Call routing |
| Wrong CLI shown to customer | Route caller ID incorrect | Edit outbound route CLI |
| Call starts but agent phone silent | Extension wrong or phone unregistered | Match PBX extension; check registration |
| Works for one country, not another | Pattern only covers one prefix | Add another outbound route (for example +91* and +1*) |
Click-to-call vs calling lists
Section titled “Click-to-call vs calling lists”| Click-to-call | Calling list | |
|---|---|---|
| Best for | One contact you are already viewing | Working a batch in order |
| Started by | Agent on a record | Supervisor / agent starting a list |
| Volume | Ad hoc | Campaign-style |
Both use the same trunks and outbound routes. Lists are for paced team work; click-to-call is for “this person, right now.”