Click-to-call saves seconds per call and gives you a record. It only works if telephony is set up properly.
Provider and numbers
Propto uses DeepCall, and you need your own account. Confirm numbers, extensions and caller ID before you start.
Test the loop
Place a test call from a lead, then confirm the call appears in call history with the right direction and status.
Plan for misses
Decide who handles missed calls and how quickly. A callback rule matters more than the technology.
What click-to-call actually does
Click-to-call lets a team member start a call from the lead record. The telephony provider connects the agent and the buyer, and the call details, such as direction, duration and status, are logged back on the lead. Nobody has to dial manually or note the call afterwards.
The result is cleaner data and faster work. Managers see real activity, and the next person who opens the lead knows exactly when the buyer was last contacted.
Choosing a provider and numbers
Click-to-call depends on a telephony provider that supports integration with your CRM. Check coverage, call quality, pricing per minute, number types and whether calls show a consistent business number to buyers. Usage is billed by the provider under your account.
A consistent business number helps buyers recognise your calls and call back. Calls from random personal numbers are more likely to be ignored.
Testing the full loop
Before going live, test the complete loop: start a call from the CRM, confirm both phones ring, complete the call and check that the log appears on the correct lead with the right duration and status. Test missed calls and unanswered calls too.
Test from mobile and desktop if your team uses both. Small configuration issues are much easier to fix before a launch than in the middle of one.
Planning for missed calls
Buyers will sometimes call back the business number. Decide where those calls go: a team line, the last agent who called or a queue. Make sure missed inbound calls appear in the CRM so that someone returns them quickly.
A missed callback is a buyer actively trying to reach you. Treat these as high priority and track how quickly they are returned.
Privacy and consent
Call recordings and logs contain personal information. Follow applicable rules on consent and recording, inform buyers where required and restrict access to recordings to people who need them for quality or training.
Keep a clear policy on how long recordings are retained and who can listen. Transparency protects both buyers and your team.
Using call data for coaching
Call logs show patterns: when buyers answer, how long useful calls last and which agents connect most often. Combine these insights with outcomes such as visits booked to understand what good calling looks like in your business.
Avoid judging people purely on call counts. A few thoughtful calls that lead to visits are worth more than many brief calls that go nowhere.
Training the team
Show the team how to start calls, add notes and set follow-ups immediately after each call. The value of click-to-call comes from the habit of updating the lead while the conversation is fresh.
Keep a short checklist beside the screen for the first weeks. Small reminders help new habits form quickly.
Questions teams often ask
Do agents need desk phones? Not necessarily. Many setups route calls to mobile phones while logging them in the CRM. Check with your provider.
Will buyers see our business number? That depends on the provider configuration. Confirm before going live, because a recognisable number improves answer rates.
What if the internet connection drops during a call? The call itself is usually carried by the telephony network, but the log may sync later. Test this scenario so the team knows what to expect.
In short
Choose a reliable provider with a recognisable business number, test the full call loop before launch, plan for missed inbound calls, respect privacy rules and train the team to update leads right after every call. Then use the call data to coach, not just to count.
A worked example
A sales executive opens a lead, presses the call button and both phones ring through the provider. The buyer answers, and after a four-minute conversation the executive adds a note and books a site visit. The call log, duration and visit appear on the lead automatically.
Later, the buyer calls back the business number with a question. The call is routed to the same executive and logged on the same lead, so the conversation continues without confusion.
Common mistakes
Common mistakes include launching without testing missed and inbound calls, using personal numbers that buyers do not recognise and forgetting to train the team to add notes after calls. Each reduces the value of the integration.
Run a short pilot with a few users before rolling out to everyone, and review call logs together after the first week.
Ask the pilot users what slowed them down, and fix it before the wider launch.
Then expand team by team.
Where are calls recorded?
Call history shows DeepCall click-to-call logs with direction and status.