Sign in to GoDesk Phone
In Zoho CRM, choose the phone icon in the bottom bar. Enter your workspace, extension and PIN when prompted. Your administrator supplies these details. Allow the browser to use your microphone.
A green dot, your name and extension show that GoDesk Phone is ready. Keep one Zoho CRM tab open while you are available for calls. Use current Chrome or Edge on a desktop.
GoDesk Phone runs inside desktop Zoho CRM. This phone panel is not supported inside the Zoho mobile app. Keep your credentials private and sign out when someone else will use the computer.
Make a call
Open a contact, lead, account or deal and select the phone icon beside the number. GoDesk Phone opens and dials the number. You can also open the phone panel, enter a number on the keypad and choose Call.
Outgoing calls use the business caller ID configured for your line, rather than your internal extension number. Your administrator can confirm which number customers see.
Receive a call
The phone panel opens and chimes when a call arrives. Review the caller’s number and choose Answer or Decline. Zoho shows a matching contact or lead where the number is recognised.
If a queue rings several agents, the call goes to the first person who answers. Use the customer context to start the conversation without asking the customer to repeat information you already have.
Use the call controls
| Control | What it does |
|---|---|
| Mute | Turns your microphone off or on. |
| Keys | Opens the keypad for menus that ask you to press a number. |
| Xfer | Transfers the call to another extension. |
| Hang up | Ends the call. Zoho’s END button also ends it. |
Finish the call and organise follow-up
When the call ends, enter a useful call description in Zoho and choose Done. Use the available follow-up action to organise the next step.
With reporting enabled, GoDesk logs call direction, start time, duration and the business number used. Zoho matches the number to the customer record. A recording is available where recording and sharing are enabled and access is permitted.
Use full international phone numbers, such as the +254 country code for Kenya, to help matching. Recording access depends on the workspace’s retention and permissions.
Return missed calls and check voicemail
Unanswered calls are logged as missed calls when reporting is enabled for the paired extension. Review them and arrange a callback using your team’s process. Voicemail messages remain in GoDesk voicemail.
If a call or record is missing, use the FAQ and troubleshooting guide.