Telephony integrations and call features

Security. Transfer passwords, API keys, or other credentials only through the secure method provided by Hanna Customer Support. Never paste a secret into an email or support request body.

Hanna can connect supported Telia and Tele2 business telephony services to CRM records. Once enabled, the integration can identify an incoming caller, start a call from a Contact, Lead, or Task, retain call history, and provide call reports.

Caller identification and missed calls

When an incoming number matches a Contact or Lead, Hanna displays the customer and Contact person. From the call card, Staff can record the reason and a comment or create a related action. A missed-call reminder remains available until the customer is contacted, depending on account configuration.

Starting a call

Select an active phone number in a Contact or Lead card, a list, or a Task. Hanna passes the request to the connected telephony application, which starts or asks the user to confirm the call on the mobile device.

History and reports

The customer card can show the call date, time, direction, duration, and, where lawfully enabled, the recording. The Reports module can provide call history, Staff call sessions, response time, and comparisons against call goals.

Activate a provider through Hanna Customer Support and transfer credentials only by the secure method provided. Do not include passwords or tokens in the request body.

Setup screens

The screens below follow the setup sequence described above. Labels may vary as providers update their interfaces.

Troubleshooting

Check account permissions, integration status, required fields, and the external system log. If the problem persists, send the attempt time, record or event identifier, and visible error to Hanna Customer Support, without credentials.