Manager guide

Day-to-day management: Command Center, devices, campaigns, owner mapping, exports, backfill, and sync review.

Command Center

Command Center is the manager's live workspace for devices and reps. Use it to switch between map and grid views, filter by date range, inspect device or rep details, and open the device configuration panel without leaving the page.

Device cards show role, activity, call counts, and whether a campaign assignment is active. Unassigned or incomplete devices are surfaced so managers can finish configuration before calls start flowing into Zoho.

Device management

Nicknames

Every device can be given a human-readable label from Devices or Command Center. Good labels — like Front Desk, Ahmed's Phone, or Campaign Line 1 — make call logs, exports, sync rows, and Command Center views much easier to navigate. Labels are also included in Zoho descriptions where useful.

Deactivating a device

If a device should stop syncing — for example, a rep leaves the team or a campaign phone number is retired — an admin can deactivate it from device administration. Deactivated devices remain available for historical reference. Existing call logs and Zoho records are not affected.

Campaign routing

Configure device roles and campaign metadata from Command Center or Devices. Each device is set to either Campaign phone or Sales-rep phone. For campaign phones, add metadata rows such as Lead Source = Google Ads, Campaign = Wellness Week, or Location = Downtown. The Lead Source row is used for Zoho's Lead Source field on new Leads.

You can update campaign metadata at any time. LeadCall closes the previous active assignment and starts a new one, so future calls use the new source while historical calls keep the attribution that was active when they happened. Switching a device to Sales-rep phone clears the active campaign assignment.

Device activity

Every device card and list row shows a live activity indicator. A green dot means the device is online or was recently active; a gray dot means it is offline. This is visible in Command Center's mind-map view and in the device manager list, so managers always know which reps are connected.

Team owner mapping

Under Settings → Integrations → Team, map each LeadCall rep to a Zoho CRM user. The dropdown is populated live from your Zoho account. Once a call can be tied to a mapped rep, LeadCall sends that Zoho user as the Owner on created Leads, Calls, and Tasks. You can change mappings at any time without affecting historical records.

Zoho user permissions

The Zoho user mapped to a device must have at least standard CRM access (ability to create Leads, Calls, and Tasks). If the user's Zoho permissions are restricted, LeadCall will log PERMISSION_DENIED errors in the sync review queue. Contact your Zoho admin to check the user's CRM profile.

Sync review queue

The Sync tab in the manager dashboard shows every sync attempt, and sync issues can also be resolved directly from the call logs page. The status column tells you what happened and what to do:

Status	Meaning	Action
Failed	The sync attempt reached Zoho but was rejected (network error, permission error, or Zoho API error)	Click Retry to re-attempt, or open the row to see the full error message
Ambiguous match	The caller's number matched more than one existing Zoho record	Open the row, review the candidate records (name, company, email), and select the correct one
Duplicate Lead	The caller matched an existing Zoho Lead, so LeadCall did not create a second Lead	Review only if you expected a new Contact-linked activity instead
Pending	The sync is queued and has not been attempted yet	Usually resolves within seconds — refresh if it persists more than a minute
Created or linked	A Lead/Call was created or a Call was linked to an existing Contact	No action needed

You can retry individual failed syncs by clicking Retry on a row from either the call logs page or the integrations page, or select multiple rows and use the bulk Retry action. Ambiguous matches must be resolved individually — bulk resolve is not available because each one requires a manual selection.

Exports and backfill

The call logs page supports CSV exports by preset or custom date range. The Stats page includes a Zoho backfill action that queues historical unsynced inbound and missed calls for the selected range, then processes the pending Zoho queue.

Real-time dashboard

The dashboard updates live over WebSocket via GraphQL subscriptions. New call logs appear instantly as devices sync, device activity indicators update in real time, and the Zoho sync queue streams live. No page refresh is needed to see the latest state.

Disconnecting Zoho

To disconnect the Zoho integration, go to Settings → Integrations → Settings and click "Disconnect Zoho CRM" at the bottom of the page. Syncing will stop immediately. Your device configurations, team mappings, and historical sync logs are preserved — reconnecting Zoho will resume syncing from the point of disconnection. Records already in Zoho CRM are not affected by disconnecting.