> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pockla.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Making calls

> Call leads straight from Desk, from your computer or your phone.

<Note>
  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](mailto:support@pockla.com) to ask about it.
</Note>

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.

## 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](/account/settings#calling-from-here).

<CardGroup cols={2}>
  <Card title="From this computer" icon="headset">
    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.
  </Card>

  <Card title="Ring my phone" icon="mobile">
    We ring your phone first. Answer and press **1**, and we call the lead. Add a UK mobile or landline under Settings.
  </Card>
</CardGroup>

On a phone, **Call** always rings your phone.

## Placing a call

Press **Call** on a lead's row or page, or press <kbd>D</kbd> with the lead selected.

The **call bar** docks at the bottom of every page and keeps you up to date:

| What it says | What's happening |
| - | - |
| Starting your call | Desk is setting the call up. |
| Ringing your phone — Answer, then press 1 to call Morag | Ring my phone: pick up and press 1. |
| Calling Morag from 0141 … | The lead's phone is ringing. The number shown is the one they'll see. |
| On the call with Morag | You're connected. |
| Call with Morag ended · 3:42 | The call is over. Time to log it. |

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.

## The call view

Press <kbd>E</kbd> during or after a call to open the call view, a larger panel over the page. Press <kbd>E</kbd> 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.

## After the call

When the call ends, the bar asks you to **Say how it went while it's fresh**:

* **How did it go?** (<kbd>L</kbd>) opens the log sheet. See [Logging calls](/calling/logging-calls).
* **Call \{next lead}** (<kbd>⇧↵</kbd>) moves straight on to the next lead.
* **Dismiss** (<kbd>Esc</kbd>) closes the bar.

## 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.

## 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](/desk/trend) shows how each number performs under **Calls by number**.

## When a call can't be placed

The bar tells you why:

| Message | What to do |
| - | - |
| Outside calling hours (8am–9pm) | Try again during calling hours. |
| You've tried Morag 3 times today — try again tomorrow | We limit unanswered calls to three a day per lead. |
| Asked not to be called again | The lead has opted out. Don't call them another way. |
| No number on this lead | There's no number to call. |
| Your number isn't a UK number — change it under Settings | Ring my phone needs a UK number. |
| You're on a call — finish it first | Hang up the current call first. |
| Too many calls in a row — give it a minute | Wait a moment and try again. |
| Calling from here isn't switched on yet | Calling isn't on for your account yet. |
| We couldn't ring you — try again | Something went wrong; try again. |

## 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](/calling/missed-call-texts).


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