11. Calls

Vixiees integrates a complete telephony system that enables managing inbound and outbound calls, including automatic, progressive, and predictive modes.

Inbound Calls

Reception Flow

When a contact calls one of the account's numbers:

1. The call arrives at the Vixiees system
2. The system looks up or creates the contact by phone number
3. An "Inbound Call" task is created automatically
4. It is assigned to an available user in the Sales Brain (Playbook)
5. The contact hears hold music while connecting
6. The user receives a real-time notification

Accept or Reject

When an inbound call arrives, the salesperson can:

• Accept: Connects with the contact and starts the task
• Reject: The call is marked as missed and a follow-up task is created

Missed Calls

If the call is not answered (60-second timeout or rejection):

• A "Missed Call" task is created automatically
• The contact is flagged for follow-up
• The task is assigned to the corresponding salesperson

Office Hours

If the call arrives outside the configured office hours:

• An office-closed message is played
• A missed call task is created
• Optionally, the call can be redirected to another number

Outbound Calls

Manual Call

The salesperson can initiate a call from:

• The contact profile
• The active task
• The contact list

The system automatically selects the best outbound number based on:

1. The last number the contact called from
2. A number from the same country as the contact
3. The Sales Brain (Playbook)'s main number
4. Any available number

Number Selection

The system prioritizes using the same number the contact has already interacted with, to maintain consistency and improve response rates.

Call States

Each call can end in one of these states:

Call Recording

If enabled in the account:

• Calls are recorded automatically
• Recording starts when the contact answers
• Stored in dual (stereo) format to separate voices
• Available for playback in the contact profile

Recording requires prior activation by the administrator.

Coaching (Call Supervision)

Supervisors can listen to calls in real time:

• They join the call in conference mode
• Their microphone is muted by default
• They can give instructions to the salesperson without the contact hearing

CRM Synchronization

At the end of each call:

• The activity is logged in HubSpot or Pipedrive
• Includes duration, result, and notes
• Synchronizes 5 minutes after the call to capture additional notes

Conclusion

Vixiees' telephony system allows you to:

• Manage inbound calls with automatic assignment
• Make outbound calls with intelligent number selection
• Record conversations for later analysis
• Supervise salesperson calls in real time

Relevant Scenarios

• Call centers: High-volume management with automatic distribution
• Sales teams: Lead follow-up with recording and analysis
• Quality supervision: Real-time coaching for training