Calling
You can phone a recipient straight from Tracovy using your computer’s microphone and speakers - no desk phone needed. Calls are placed from an order, and every call your workspace makes is listed on the Calling screen.
Where to find it: Communication > Calling for the call log. Calls are started from an order. Who can use it: permission to place calls from the browser. Without it there is no call button on orders and no Calling screen.
When you use this
Section titled “When you use this”- Ring a recipient to agree a delivery time or find their address.
- Call back someone you spoke to earlier with Redial.
- Check who called a recipient, when, and for how long.
Placing a call
Section titled “Placing a call”- Open the order and find the recipient’s phone or mobile number.
- Click the phone button beside the number. Its tooltip says Call this number when it is ready.
- Allow the microphone when your browser asks. The first time only, your browser shows its own permission prompt.
- The call bar appears at the bottom right and the call goes through.
The button is greyed out, with the reason in its tooltip, when:
| Tooltip | Why |
|---|---|
| Save the order to call this number | You changed the number but have not saved the order. Tracovy always dials the saved number, never what is in the box, so you cannot ring a number you are looking at but have not saved. |
| No saved number to call | The order has no number in that field. |
| A call is already in progress | You can be on one call at a time. |
The call comes from the number allocated to you on the Numbers screen. If you have none, it comes from one of your workspace’s Ready numbers that can make calls.
The call bar
Section titled “The call bar”| Shows | What it means |
|---|---|
| Checking microphone… | Tracovy is asking the browser for your microphone. Nothing is dialled and nothing is charged until this succeeds. |
| Ringing you… | Your browser is being connected to the phone service. |
| Calling customer… | The recipient’s phone is ringing. |
| Connected 01:23 | You are talking. The timer is how long the call has lasted. |
| Call ended: reason | The call is over, for example “The customer didn’t answer.” or “The customer’s line was busy.” The bar stays until you dismiss it. |
| Button | What it does |
|---|---|
| Record this call / Stop recording | Starts or stops recording during the call. A call from a number with Records calls switched on starts recording by itself. |
| Mute / Unmute | Stops the recipient hearing you. |
| Hang up | Ends the call. |
| Dismiss (X) | Closes the bar after a call has ended. |
If your browser blocks the microphone you see “Microphone access was denied. Allow the microphone for this site in your browser’s settings and try again.”
The call log
Section titled “The call log”“Every call this workspace has placed”, newest first, including automatic calls that Tracovy places by itself. Opened with View calls on a number, it shows only calls from that number (“Calls from +44…”).
| Column | What it means |
|---|---|
| When | When the call started, or when it was attempted if it never connected. |
| Who | The person who placed it, or Automated for a call Tracovy placed by itself. |
| Order | The order reference the call was about, as it was at the time. |
| Duration | Minutes and seconds talked, or “-” before the call had any. |
| Status | How it went. See below. A reason may be shown underneath. |
| Cost | What the call cost from your credit. |
| Action | What it does |
|---|---|
| Redial (row menu) | Calls the same number again about the same order. |
Statuses
Section titled “Statuses”| Status | What it means |
|---|---|
| queued, ringing | The call is being set up or is ringing. |
| answered, bridged | The recipient answered and you were connected. |
| completed | The call finished normally. |
| busy, no answer | The recipient’s line was busy, or nobody picked up. |
| canceled | The call was stopped before it was answered. |
| failed | The phone network could not place the call. |
| blocked balance | Not enough credit. Top up on the Credit screen. |
| blocked no number | Your workspace has no Ready number that can call. |
| blocked market | Tracovy has no price for calls to that country yet. |
| blocked opted out | The number is on the opt-out list. |
| blocked unbilled | Your workspace has no billing currency. |
| blocked invalid number | The number is not a valid phone number. |
| blocked destination | The number you call from is not allowed to reach that country (see Can reach on the Numbers screen). |
Tips and common mistakes
Section titled “Tips and common mistakes”- Use a headset. Laptop speakers and microphones cause echo for the person you are calling.
- If a call ends straight away with a blocked status, the fix is on the Credit, Numbers or Messaging screen - the status says which.
- Calls cost credit by the minute, priced by the country you are calling.