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

# Telephony and Call Management

> How to log and track customer and supplier calls in your dry fruit business using the Bizaxl telephony integration.

In a dry fruit business, a significant amount of customer communication happens over the phone: taking orders, confirming deliveries, resolving quality issues, and negotiating with suppliers. The Telephony feature logs every call automatically so you have a complete record of who spoke to whom, when, and for how long.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/bizaxloptimizationsllp/images/placeholder-telephony-call-log.png" alt="Call log list showing inbound and outbound calls with customer name, duration, agent, and timestamp" />
</Frame>

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## Who Uses This Feature

| Role                    | What They Do                                                                  |
| ----------------------- | ----------------------------------------------------------------------------- |
| **Sales Executive**     | Makes and receives calls with customers; reviews call history before meetings |
| **Support Agent**       | Receives complaint calls; links calls to helpdesk tickets                     |
| **Procurement Officer** | Calls suppliers for quotes and delivery updates                               |
| **Manager**             | Reviews call logs to monitor team activity                                    |

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## What Gets Recorded

Every call logged in the system captures:

| Field             | What It Stores                                                               |
| ----------------- | ---------------------------------------------------------------------------- |
| **Direction**     | Whether the call was Inbound (they called you) or Outbound (you called them) |
| **From**          | The phone number of the caller                                               |
| **To**            | The phone number called                                                      |
| **Agent**         | Which team member handled the call                                           |
| **Start Time**    | When the call began                                                          |
| **End Time**      | When the call ended                                                          |
| **Duration**      | Total call length                                                            |
| **Status**        | Completed, No Answer, Busy, or Failed                                        |
| **Recording URL** | A link to the call recording (if your telephony provider supports it)        |
| **Links**         | Related documents (Customer, Supplier, Helpdesk Ticket)                      |

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## Accessing Call Logs

Go to the navigation bar and search for **Call Log**, or access it from the relevant customer or supplier record. On any Customer or Supplier record, the call history tab shows all calls associated with that contact.

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/bizaxloptimizationsllp/images/placeholder-call-log-on-customer.png" alt="Customer record showing call history tab with list of all calls from and to that customer" />
</Frame>

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## Linking Calls to Business Records

You can link a call log to any related document in the system:

* A **Customer** or **Supplier** record
* A **Helpdesk Ticket** (when the call is about a support issue)
* A **Sales Order** or **Purchase Order** (when the call is about a specific transaction)

This means that when a customer calls back about their order, anyone on the team can quickly see the previous conversation history linked to that order.

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## Telephony Setup

The system connects to a third-party telephone provider (Exotel or Twilio are supported). Your Administrator configures the integration from the Telephony settings. Once connected, calls routed through the system are automatically logged.

For manual call logging (where you want to record a call that happened outside the system), create a Call Log entry manually:

1. Search for **Call Log** in the navigation
2. Click **New**
3. Fill in the direction, duration, the phone numbers, and any relevant notes
4. Link it to the relevant customer, supplier, or helpdesk ticket
5. Save

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## Best Practices

* Link every support-related call to its corresponding Helpdesk Ticket so the complete interaction history is in one place
* For sales calls with key customers, add a brief note in the Related Documents about what was discussed
* Review unanswered calls at the start of each day and ensure someone calls back every missed inbound call

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## Related Features

* [Helpdesk](./helpdesk) - Linking call logs to support tickets
* [Sales](./sales) - Customer context for sales calls
* [Procurement](./procurement) - Supplier communication history