Core concepts

Campaign phones vs. sales-rep phones

Every device registered in LeadCall is classified as one of two types. The type determines how calls from that device are attributed in Zoho CRM.

Campaign phone

A dedicated work number that is printed in ads, on a landing page, or on a billboard. Campaign phones create demand signals: valid inbound and missed calls can be queued to Zoho, and new Leads are tagged with the active campaign assignment for that device. The assignment can include a Lead Source value and extra metadata rows, and it is selected by the call timestamp so future source changes do not rewrite historical attribution.

Sales-rep phone

A phone assigned to a named member of the sales team. Sales-rep phones are for callback, recovery, and qualification. They can log outbound callback attempts so managers can see whether missed campaign calls were followed up, but those outbound callbacks do not create new campaign-sourced Leads in Zoho.

How new callers become Leads

When a valid campaign call arrives from a number that does not already exist in Zoho CRM, LeadCall creates a new Lead record with the caller's phone number, the active campaign source, any configured campaign metadata, the call date and time, an owner if a CRM mapping can be resolved, and a linked Calls activity for the call itself. The Lead's Last Name uses the configured placeholder until the rep qualifies the caller.

How known callers are handled

Before creating anything, LeadCall searches Zoho CRM for the caller's number across Leads and Contacts. A single Contact match receives a linked Calls activity. A single Lead match is treated as a duplicate Lead outcome and recorded in the sync review queue without creating a second Lead. If multiple records match, the sync is flagged as ambiguous so a manager can inspect the candidates and choose the correct CRM record.

Missed-call recovery

When a campaign call is missed, LeadCall can create a Zoho Calls activity with Call Type: Missed and a follow-up Task. The Task subject and due-date offset are configured under Settings → Integrations. Sales-rep outbound callbacks are stored locally as recovery events, so the dashboard can connect a missed inbound call with the later rep callback.

Campaign attribution

LeadCall does not use dynamic number insertion or tracking numbers. Attribution is explicit: managers assign campaign metadata to a device, including a Lead Source value, and LeadCall applies the assignment that was active when the call happened. The Lead Source should ideally match an existing Zoho picklist value so CRM reports stay consistent.

CRM owner routing

Managers can map LeadCall reps to Zoho CRM users under Settings → Integrations. When a call belongs to a device tied to a mapped rep, LeadCall sends that Zoho user as the Owner for the records it creates. If no mapping can be resolved, the Owner field is omitted and Zoho applies the connected account or CRM default behavior. Mapping changes apply only to future syncs.

Privacy boundaries

LeadCall captures call metadata only: phone number, call type, duration in seconds, timestamp, and supported device/SIM hints. It never accesses call audio, SMS messages, contacts, or any other phone data. The dashboard streams updates live, so device activity and new call logs appear instantly without refreshing. Private-number handling is part of the product roadmap; see the Privacy & trust page for the current data inventory.

Device activity and online status

Every device shows a live activity indicator in Command Center and device lists. A green dot means the device is online or was recently active; a gray dot means it is offline. This gives managers instant visibility into which reps are connected and syncing without refreshing the page.