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Calling from Desk is switched on per organisation. If you don’t see a Call button on your leads, it isn’t on for your account. Contact support@pockla.com to ask about it.
When your team calls from Desk, every call is recorded and added to the lead’s timeline automatically. Your next lead is always one key away.

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Two ways to call

The first time you press Call, Desk asks How do you want to call? Your choice is saved to your profile, and you can change it any time under Settings → Calling from here.

From this computer

Talk through your headset on a laptop or desktop. Only the lead’s phone rings. Your browser will ask to use your microphone the first time.

Ring my phone

We ring your phone first. Answer and press 1, and we call the lead. Add a UK mobile or landline under Settings.
On a phone, Call always rings your phone.

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Placing a call

Press Call on a lead’s row or page, or press D with the lead selected. The call bar docks at the bottom of every page and keeps you up to date: During a call from your computer the bar has Mute and Hang up. Closing the tab ends the call, and your browser warns you before it does.

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The call view

Press E during or after a call to open the call view, a larger panel over the page. Press E again to collapse it.
  • During the call it shows About the lead: what they told us when they enquired.
  • There’s a notes box: “What they said — the next caller reads this”.
  • After the call it shows Next up, the lead you’ll call next, with Skip and how many more are waiting on Today.

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After the call

When the call ends, the bar asks you to Say how it went while it’s fresh:
  • How did it go? (L) opens the log sheet. See Logging calls.
  • Call {next lead} (⇧↵) moves straight on to the next lead.
  • Dismiss (Esc) closes the bar.

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Keep your line open

If you call from your phone, you can stay connected between calls. Turn on Keep my line open between calls in Settings. After a call your phone stays connected for three minutes, so your next Call rings the lead straight away. While it’s open the bar says Your line is open. Choose Close my line, or just hang up, when you’re done.

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Choosing the number you call from

If your account has more than one number to call from, a Call from ▾ menu appears next to Call:
  • Automatic: we pick the number for each call. This is the default.
  • A specific number: use it for this call only. Each number shows when you last used it to try this lead.
Trying a lead from a different number can help when they haven’t picked up. Trend shows how each number performs under Calls by number.

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When a call can’t be placed

The bar tells you why:

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Missed-call texts

If your account offers it, Desk can text a lead when you can’t get through. When it will, the call bar and log sheet say “Morag will get a text”. See Missed-call texts.