Phone

Overview

The Phone section of CRM Admin brings together your team's phone configuration: Phone Settings, Call Logs & Recordings, Phone Numbers, Call Center, and AI Coach Settings.

The same four cards also appear under Phone → Admin (/phone/admin).

Phone Settings

Members, desk phones, browser softphones, and AI phone agents — all in one place. Phone Settings is organized into these tabs:

• Member Phones
• Queues
• Hunt Groups
• Skills
• Voicemails
• Settings
• Screen

See the Phone Settings page for a walkthrough of each tab, and Softphone for using the browser softphone.

Call Logs & Recordings

View call history, listen to recordings and review transcripts. This is the same table as AI Phone Agents → Call Logs — see the Call Logs page for details.

Phone Numbers

Buy, manage, and configure phone numbers for your AI agents and softphone. See the Phone Numbers page for more details.

Call Center

Opens the Call Center workspace: the live wallboard, agent and queue reports, and call-center settings. It opens as a full page rather than a panel — use Back to CRM Admin at the top to return. Agents reach their own stats from the My stats link in the softphone. See Call Center for details.

AI Coach Settings

Configure coaching profiles and assign them to team members.

• AI Coach (Organization-wide) — a switch showing ENABLED or DISABLED. Turning it off hides the AI Coach window in everyone's softphone.
• Add Coach — enter a Coach Name to create a new coach. One coach is marked DEFAULT.
• Opening Pitch and Coaching Instructions — set per coach. Leave either blank to use the built-in default, or click Copy Defaults to start from the built-in text.
• Team Coach Assignments — choose a coach for each member. Unassigned members use the default coach. Coaching can also be turned on or off per member.
• Reset to Defaults and Save Changes — saving requires write permission.