Making calls, the Call Board & dispositions

How calling works

Call Helm uses click-to-call. There is no softphone in the browser and no headset required:

1. You click Call on a contact.
2. Call Helm rings your own phone (the one set in your Calling Preferences). Status: Calling your phone...
3. When you answer, you hear "Connecting to destination" and Call Helm dials the contact. Status: You answered! Connecting to contact...
4. When the contact answers, you're connected. Status: Contact answered! Both parties connected.

The contact sees your organization's phone number as caller ID (or a campaign- or agent-specific number if one is set — see below).

Voice service is provided by Telnyx.

Set up before your first call

Your organization needs a phone number

An Organization Admin must add a number under Settings → Phone Numbers — buy one, port one, or verify a business number you already own. Without one, calls fail with Organization phone number not configured. Please add a phone number in Settings. See Phone numbers.

You need a phone to answer on

Go to Settings → Profile → Calling Preferences:

• Enter your Phone Number.
• Choose a Phone Type: Cell Phone (PSTN) for a normal mobile/landline, or 3CX / PBX (DID) or 3CX / PBX (SIP URI) if your team uses a 3CX phone system (enter your extension or SIP URI).
• Click Save Changes.

If this isn't set, calls fail with Your phone number is not configured. Please set your phone number in Settings to make calls.

Caller ID

The number the contact sees is chosen in this order:

1. The Caller ID number set on the call list (campaign).
2. The Caller ID number set on your agent profile by an Organization Admin (Agents page → agent → Edit).
3. Your organization's default number (the number marked primary, otherwise your first active number).

Place a call

Click the Call button on a contact — in the Contacts table, on the contact's page, or in the Call Board queue. A status card appears in the bottom-right corner showing the contact and the call's progress. Click End on that card to hang up.

Status messages you may see: Initiating call..., Calling your phone..., Call in progress, Call completed successfully, Line busy - please try again, No answer - please try again, Call failed - please try again, Call ended by user. If your phone isn't answered within about 45 seconds the call times out.

If a contact is marked Do Not Call, you'll be asked to confirm (Proceed with Call) before dialling.

Call minutes

Every plan includes a monthly allowance of call minutes (inbound and outbound). When it's used up, the Call button is disabled (No minutes available) and calling shows Call Minutes Limit Reached with an Upgrade Plan button. Admins can see usage under Settings → Billing.

The Call Board

Open Call Board from the sidebar. It updates live.

• Stats — Total Calls today, Active Calls, Completed, Failed and Avg Duration.
• Active Calls — calls in progress right now, with agent, duration and campaign. (Agents see only their own calls.)
• Agent Status — which agents are online and on a call.
• Recent Calls — the last 10 completed calls, with recording and transcript indicators.
• My Call Queue — the contacts assigned to you that still need calling, with the call list they came from. Click Call next to a contact, or Start Calling → to begin with the first one. When the queue is empty you'll see All caught up!
• Today's Progress — calls made, completed, remaining, average duration, conversion rate and callbacks scheduled.

Clicking Call in the queue opens the Active Call page for that contact, where you read the script and log the outcome (see below).

The Active Call page and logging outcomes

The Active Call page is your script and note-taking screen — it doesn't dial by itself. Place the call with the Call button on the contact (Contacts page or the contact's detail page), keep the Active Call page open while you talk, then log the result.

The page shows the contact's details, the Call Script for their campaign (with the contact's details filled in), Key Points, Call Goals, and the last five attempts under History.

After the call, fill in Call Data Entry:

• Duration (minutes and seconds).
• Disposition — the outcome (see the list below).
• Sentiment — Positive, Neutral or Negative, in your judgement.
• Notes.
• If you choose Callback Requested, also set a Callback Date and Callback Notes. Upcoming callbacks appear on your dashboard.

Click Save. The attempt is recorded, the contact's status in the call list is updated, and your notes are added to the contact's history.

Dispositions

If the campaign defines Custom Dispositions (up to 4), they appear first under Campaign Dispositions, followed by a shorter set of standard options.

Conversion rate in Analytics counts Sale Made and Appointment Set.

Call recording

Recording is off by default and available on paid plans (Pro Starter and above).

• Turn it on for your own calls with the recording toggle in the top bar. Hover to see Call recording is ON / OFF. Click the gear to open Call Recording Settings and use the Auto-record calls switch.
• Agents can only use this toggle if an Organization Admin has enabled Allow agents to toggle call recording under Settings → Organization → Call Settings. Otherwise they'll see Recording control is restricted to administrators.
• When recording is on, the contact hears a short recording announcement before being connected.

Recordings are stored securely in Call Helm and play back from Call History (on the Call Board and on each contact's page): the Recording column shows Available; click Play to open the Call Recording player (play/pause, skip ±10 s, volume, download). Recorded calls are transcribed automatically — see AI features.

Check your local laws on call recording and consent before enabling recording.

Inbound calls

Calls to your Call Helm number are logged in your call history, but Call Helm does not currently route them to an agent, forward them or take voicemail. If you need inbound handling, contact hello@callhelm.com.

Analytics

Organization Admins, Team Leads and Billing Admins can open Analytics for a date range (Today, Last 7/30/90 Days, This Month, Last Month):

• KPIs: Total Calls, Conversion Rate, Avg Call Duration, Active Agents, each compared to the previous period.
• Overview: call volume trend, call outcomes, hourly distribution.
• Performance: conversion funnel and success metrics.
• Agents: per-agent calls, answered, average duration and conversion.
• Campaigns: contacts, completed and successful per campaign.