---
title: "Telephony"
id: "2150"
type: "page"
slug: "telephony"
published_at: "2026-10-04T08:29:34+00:00"
modified_at: "2026-10-22T16:38:23+00:00"
url: "https://xedant.com/agents/crm/addons/telephony/"
markdown_url: "https://xedant.com/agents/crm/addons/telephony.md"
excerpt: "The add-on Telephony puts phone calls next to the rest of the correspondence: a customer’s…"
---

# Telephony

[https://xedant.com/agents/crm/addons/telephony/.md](https://xedant.com/agents/crm/addons/telephony/.md)

The add-on **Telephony** puts phone calls next to the rest of the correspondence: a customer’s number is a button on their card, the call history and recordings sit in the same place, the outcome of a conversation is stamped in one line, and a live board shows who is on the line right now.

![Telephony add-on, Dispositions tab: the call-outcome word list the console offers](https://xedant.com/wp-content/uploads/2026/10/crm-agent-addon-telephony.png)## Why you need it

Calls usually live a separate life from customer records. A manager dials from a work phone, and nothing about it stays on the customer’s card: what was discussed, how it ended, whether a callback was promised. Missed calls are seen only by whoever was sitting at the phone, and the owner learns about lost enquiries from someone else’s retelling.

Telephony connects calls to the customer base. A number on a card becomes a call button, every conversation leaves a trace in the history, a call has a clear outcome, and recordings and transcripts are kept by rules rather than “wherever they land”. The owner sees the workload instead of relying on employees’ memory.

## What it does

- **Call from the customer’s card.** Clicking a number creates a visible call request with its own states: requested, dispatched, failed. A failure never goes silent — it carries a reason in words. A per-user hourly cap (30 requests) keeps the button from turning into a stream of calls.
- **A hint that a call is coming in.** When a customer calls, the employee gets a notification with a deep link to the conversation card. It is a hint: the product never hijacks the screen or interrupts work. The operator is chosen from the routing facts alone — the operator the telephony service named, the router’s assignee, or the least-busy agent who is online.
- **One call journal, honestly keyed.** The whole history is assembled from the telephony service’s events: call started, answered, ended, missed, recording ready. A redelivered event changes nothing — the journal is never double-counted even if the phone service sends it again — and events that arrive out of order or late never rewind the facts already known.
- **Calls are dialogues too.** A call joins the one dialogue model as a message on the phone channel, one message per call keyed by the telephony station’s own call id, so a call sits in the same history as the emails, messengers and chat around it rather than in a parallel list.
- **The outcome of a call, with an edit trail.** A call has a result from a predefined value set (up to 24 definitions) — “reached”, “no answer”, “handed over”, and so on. A result can be corrected, but every correction stays in the journal: both stamped words are visible, with who said them. Reports are built from the journal, never from “the last thing someone remembers”.
- **Who is on the line.** The Queues & Board tab shows operators with their live status and the queue metrics derived from the journal: how many calls, how many missed, how long people waited. No hand-entered “indicators” — every number is computed from the facts at the moment you look.
- **Recordings with their legal seats.** A recording carries four mandatory notes: why it is kept, how consent was obtained, how the customer was told (its own separate fact) and how long to keep it. The seats are copied verbatim at the moment the recording is captured, one row per call. The default retention is one month for a Russian workspace language and three months for English; the ceiling is three years, beyond which the recording belongs in your own storage.
- **Listening is gated and journaled.** Listening is reserved to the management key, the workspace administrator and the operator who handled that call. Every listen writes one journal fact with its purpose before any byte streams, so the question “who listened, when and under which purpose” is answerable. With the privacy add-on switched off the gate still works; only the access-journal leg goes quiet.
- **Retention is a setting with a journal, not a promise.** A daily sweep drops exactly the expired set, and each drop is an append-only fact carrying the seats the dead row held. Fetched bytes die together with their row. Run the sweep again and it finds nothing.
- **Transcripts are drafts, not truth.** A transcript is created as a draft and is never passed off as the correct text. The only speech recognition that ships is manual: you paste or upload the conversation text yourself. One draft row per recording, requested through a management command and processed in a queue. A line the provider marked as unintelligible or low-confidence stays marked through every later pass — the product silently “fixes” nothing — and a second request over a ready draft is refused by name.
- **Personal data is hidden at read time.** Emails and phone numbers inside transcript lines are masked when the lines are read, according to the reader’s privacy setting; the stored text never changes. Reading the lines is gated by the same office right as listening, and search over transcripts inherits that gate — the results obey the call’s access, never the searcher’s goodwill.
- **The call summary is approved by a person.** An agent may propose a short summary of the conversation, but it reaches the customer’s card only after a manager confirms it, and only once. This is the single record write this add-on makes; everything else is a draft. A call that is not anchored to a customer refuses the confirm by name and the summary stays a draft.
- **One workplace.** The Calls console is made of the tabs Journal, Recordings, Transcripts, Dispositions and Queues & Board. It only reads: changes are made by agent commands, which can be copied straight from the interface.

## How it relates to other add-ons

Telephony declares one required add-on — **inbox** — and will not install without it: a call becomes a message of the one dialogue, one conversation and one record keyed by the telephony station’s call id. The product will not let you switch [Inbox](/agents/crm/addons/inbox)
 off while Telephony runs, naming it as the obstacle; and if Inbox is inactive, nothing breaks — the call journal keeps writing call activities on the customer’s timeline exactly as before, while the board’s status column honestly disappears instead of erroring. Listening to recordings leans on [Privacy](/agents/crm/addons/privacy)
, which keeps the access journal: with Privacy switched off the right to listen is still checked, but no access fact is written.

## Honest limits

- The product does not make calls on its own: it receives events from your telephony service and starts a call on that service’s command. What ships is the logging provider family — an honest minimum where every line’s device is visible. Real adapters to operators such as MANGO or UIS are named deferrals.
- There is no external speech recognition — only pasting or uploading a finished text. Identifying a person by their voice is deliberately out of scope: that function is not being built here.
- The product does not store recordings for you in link mode: the row keeps a link into the telephony service’s storage and the listen route redirects there. The CRM never proxies the provider’s storage.
- Deletion by retention is real deletion: in fetch mode the file lives on your server, and when its retention expires the bytes die with their row — there is no restoring a recording that was dropped. Every drop leaves a journal fact carrying the seats the dead row held, so the report “what we deleted and when” can always be built.
- An already captured recording is never rewritten: a later channel edit or a refreshed link from the telephony service does not change the legal seats or the retention end date — they are copied at the moment the recording row is born.
- A transcript never becomes “the correct text” by itself: while a human has not confirmed the summary, nothing is written onto the customer’s card. If the call is not anchored to a customer, the confirmation is refused by name and the summary stays a draft.
- Search over transcripts obeys the same access right as listening: a colleague who neither took the call nor administers the workspace honestly gets an empty answer. The right does not depend on the searcher’s goodwill.

All add-ons → [Add-ons catalogue](/agents/crm/addons)

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