Call Handling in CRM

[DaleT]

Our scenario:
We have two retail stores. And we have several users with their own extensions.

Trying to confirm the following:

1. If a customer calls the main DID and a not a users extension will that still show up in the call journal?

 

[edossantos]

I assume that you're asking about Zoho, as per your previous questions, if this is not the case please let me know.

For Zoho, calls are logged when:

1. The origin or destination is an external number (not a 3CX extension) and is matched to a Zoho contact, lead or account.
2. The other party is an internal extension which is mapped to a Zoho agent. To do this, you need to specify the agent's extension in Zoho. If you don't define the agent's extension in Zoho, the call will not be logged.