> ## Documentation Index
> Fetch the complete documentation index at: https://docs.worldvisagroup.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls

> Call clients from WorldVisa CRM, answer the connection, record the call outcome, schedule follow-ups, and review call notes, details, and recordings.

Use **Call** to speak with a client from their enquiry, then record the outcome before moving on. A useful call note helps you remember what was agreed and gives your team the context they need for the next conversation.

## Start a call

Open the correct client's enquiry and check the selected service and destination. Select **Call** in the Lead info panel. WorldVisa uses the client's saved phone number and your configured calling account to initiate the call.

Keep the softphone available and check that your calling account shows **Registered** and **Online**. If your account is not configured for outbound calls, contact your manager. The client also needs a phone number recorded in their profile.

![Softphone connection with labels for calling-account readiness, Answer Call, and the client's call history](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/calls-connect-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=7885c7979f008e9619c501693ec6a8eb)

Starting the call and connecting the conversation are separate steps. Answer the staff-side connection when prompted rather than assuming that selecting Call has already connected you to the client.

## Answer the connection

Starting an outbound call from CRM can trigger an incoming connection on your softphone or configured phone. Answer that connection so the calling service can connect you with the client.

![Call connection example with labels for answering on the configured device, the active call, and the hang-up control](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/calls-active-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=4f75f2615d6e89a478892e9d29cba6f4)

The phone notification shown above belongs to this staff member's setup. Your answering controls may appear in the softphone or on your configured device. It does not necessarily mean the client has started a separate incoming call.

Once connected, confirm whom you are speaking with and continue the conversation. Use the call controls to end the call when you have finished.

> [!TIP]
>
> Before calling, review the recent [Timeline and notes](https://docs.worldvisagroup.com/crm/reviewing-a-lead/timeline-and-notes.md). You can pick up from the previous conversation instead of asking the client to repeat information they have already shared.

## Record the outcome after the call

Once the call ends and its outcome is received, the required disposition window appears for call outcomes your organisation has made mandatory. Answered and missed calls can have separate requirements.

When the required window appears, complete it before moving on. It cannot be dismissed by clicking outside it or pressing Escape. A call note is required; a callback date is optional.

![Log call disposition modal with labels for callback scheduling, suggested notes, conversation details, and Save note](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/calls-disposition-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=f5cbd232c4a790a07bb6e3032c3b4975)

**1. Check the call**

Confirm the client and phone number shown. The window can also display the call outcome and answered duration so you know which conversation you are documenting.

**2. Record what happened**

Use a suggested phrase if it helps, then add the details that matter. Record what was discussed, what the client decided, what is still outstanding, and the agreed next action.

Selecting a suggestion fills the note field. It does not save the note, so review the text before continuing.

**3. Schedule a callback if needed**

If another call was agreed, enter its date and time under **Schedule follow-up call**. Confirm the intended time with the client rather than choosing an arbitrary reminder.

**4. Save the outcome**

Select **Save note** and wait for the save to complete. Typing alone does not save the update. The note is stored against the call and is visible to your team.

### Write a note that helps the next conversation

“Interested” tells your colleague very little. A short, specific summary gives them a starting point:

> Discussed the Australia assessment and requested updated employment documents. Client will send them tomorrow. Agreed to call on 2 November at 4 pm IST after reviewing the documents. Employment dates still need confirmation.

Keep the note factual. Distinguish information the client provided from information you have verified. If the conversation changes the wider plan, add the relevant handover context in **Notes** as well.

### If the call was not answered

For missed calls, the wording and suggested notes reflect whether the call was incoming or outgoing. Record what actually happened and what you will do next.

For example: “Client did not answer. Will retry tomorrow afternoon.” Only record a reason such as a switched-off phone when you know that is what happened.

> [!NOTE]
>
> Suggested phrases describe the call; they are not enquiry-stage actions. Choosing **Not interested at this time** fills the note but does not itself change the enquiry's stage or status. Choosing **Follow-up scheduled** does not schedule a callback unless you enter its date and time.

## Follow up on what was agreed

Saving a callback date can create a linked follow-up [task](https://docs.worldvisagroup.com/crm/reviewing-a-lead/tasks.md). Updating the linked follow-up can update that task, so check the existing task before creating another reminder for the same call.

The call note explains the conversation; the task keeps the next action visible. Review both before your callback, carry out the work, and record the new outcome.

## Review previous calls

Select **Calls** in the enquiry workspace, then choose a call from the list. Review its details on the right before making another call or discussing it with a colleague.

![Calls history with labels for direction and status filters, call selection, details, the call note, and recording playback](https://mintcdn.com/wv-enterprise/PcTxd3WLo5iruk9e/images/crm/calls-history-annotated.png?fit=max\&auto=format\&n=PcTxd3WLo5iruk9e\&q=85\&s=011a2475541b3b7f1608635de63d2d04)

| Information or action | How to use it |
| - | - |
| **Direction and Status** | Filter the list to find the kind of call you need. |
| **Call list** | Select a row to review that call. Use pagination and the page-size selector for older entries. |
| **Customer Phone** | Confirm the number used for the call. |
| **Agent** | See the staff member recorded against the call. |
| **Direction and outcome** | Check whether the call was inbound or outbound and whether it was answered or missed. |
| **Duration and Called at** | Review the recorded call length and time. |
| **Disconnected by and Group** | Review the additional calling details when provided. |
| **Call note** | Read the saved outcome. Use **Edit note** where available to correct or update it. |
| **Recording** | Where a recording is available, use the player to listen to the call. |

Use the refresh icon to request the latest list. A newly started call may still be awaiting its final outcome or recording, so review the current status before drawing a conclusion.

## If the call cannot be placed

Check the message shown by CRM. Confirm that the client has a saved phone number and that your calling account is configured and ready. If the account needs setup, contact your manager before trying repeatedly.

If the call connects but nobody answers, record that outcome when prompted. Do not record it as a conversation or assume the client is no longer interested.


## Related topics

- [Grafana On Call Webhook](https://docs.worldvisagroup.com/developers/integrations/tool/grafana.md)
- [APNS Push Integration with WorldVisa](https://docs.worldvisagroup.com/developers/integrations/push/apns.md)
- [How do workflows work in WorldVisa?](https://docs.worldvisagroup.com/developers/concepts/workflows.md)
- [How do subscribers work in WorldVisa?](https://docs.worldvisagroup.com/developers/concepts/subscribers.md)


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