Find every call your team makes or receives, play the recording, read the transcript and save unknown numbers, all from one table.
Before you start:
- Call Logs only shows calls made through Pipeline Phone or the RingCentral integration. Calls from other phone integrations are logged as activities on your records, but they don't appear here.
Open Call Logs
- Go to Tools > Call Logs.
- Change the user filter to see calls from other people on your team. By default, the list shows your own calls.
You only see the calls your permissions allow. If a teammate's call is linked to a record you can't access, you see the name, but you can't click through to the record.
Read the table
Sort or filter by any column to find the call you need.
Column
What it shows
User
The person on your team who made or took the call
Contact
The person or company name and phone number. Numbers you haven't saved show the raw number only.
Direction
Incoming, Outgoing or Missed. A voicemail icon marks a missed call where the caller left a message.
Date and Duration
When the call happened and how long it lasted
Outcome
How the call went, such as Connected or No Answer
Transcript
The written transcript and the recording player
Play a recording and read the transcript
- Find the call.
- Click the icon in the Transcript column.
- Click Play to listen. Use the speed control to play it faster or slower, or mute it.
- Click Download to save the recording file.
You can also find a recording on the person or company record:
- Timeline: Each call is logged as an activity with the recording attached.
- Files tab: RingCentral recordings also appear here as attachments.
Recordings and transcripts take a few minutes to appear after a call ends. Pipeline CRM keeps recordings even after RingCentral clears its own copy.
Set or change a call outcome
- Find the call.
- Select an outcome in the Outcome column.
Each outcome, and every change to it, is also logged as an activity on the linked person or company. To see only certain results, filter the list by Outcome.
Save an unknown number
Calls from numbers you haven't saved show up with the raw phone number and no linked activity. Save the number to link it.
- Find the call.
- Choose to create a new person or a new company.
- Check the details. The phone number is filled in for you.
- Save the record.
Pipeline CRM then links every earlier call from that number to the new record, each one dated to when the call really happened. The list updates after a moment.
Keep the phone number exactly as it's filled in. Changing its format, such as adding or removing +1, stops the earlier calls from linking to the new record.
Why a call has no recording
Reason
Applies to
What to do
Call recording is turned off
Both
Pipeline Phone: an admin turns on Call recording on the Billing tab of Account Settings > Phone. RingCentral: recording must be turned on in your RingCentral account.
The recording is still processing
Both
Wait a few minutes. RingCentral recordings take about two minutes, and Pipeline CRM keeps retrying until the file is ready.
The call was missed and no voicemail was left
Both
Nothing was recorded, so there's nothing to play.
The call happened before RingCentral was connected
RingCentral
Earlier calls and recordings aren't imported. Logging starts when the integration is turned on.
The call isn't in Call Logs at all
RingCentral
The user's Work number in Pipeline CRM must match their RingCentral number or extension. See Set each user's work number.
Export or delete calls
- Export: Download the list as a CSV file, the same way you export any list view.
- Delete: Remove calls you no longer need from your call history.
Need help? Contact support at customercare@pipelinecrm.com.