Make Calls (New web)

Path: Callproof Support - New Website - Communication_Menu - Make Calls (New web)

Make Call

Screen purpose: Dial any phone number from CallProof (browser softphone), place the call using your Caller ID, then log the call result and notes. If the number is new, CallProof creates an account/phone so the call is tracked.

Make Call dialpad

• Open a dialpad from anywhere in the app
• Enter a number and start a browser call
• See contact details while you talk
• Mute / end the call
• Save Call Result, Notes, and related follow-ups

Dialpad: Make Call overlay (sidebar Communication / phone icon)

Call screen address: /caller/softcall/<contact_phone_id>/

Start-call address: /caller/anywhere/

Related: /caller/make-call/ (Twilio outgoing call page title: Twilio Outgoing Call)

How to open Make Call

Option A — Sidebar phone / Communication

1. Sign in to CallProof.
2. Click the phone icon in the left sidebar (Communication).
3. Or open the Communication submenu and choose Make Call (menu label may vary; special URL /makecall/ opens the dialpad).
4. The Make Call dialpad overlay appears.

Option B — From a contact / account

1. Open an account and use the call action for a phone number (blue-button / softcall flow).
2. You go straight to the call screen for that contact phone.

Note: The Communication / Make Call control appears when your company has CallProof calling (Twilio) enabled.

Permissions & prerequisites

• You must be signed in.
• Company Twilio / VOIP must be active.
• Browser calling (blue button) must be enabled for your company.
• You need an active Caller ID with a linked phone (personal or store phone).
• If Caller ID is missing: you see Caller ID not active and should activate one first (/caller/callerid/new/).
• Some numbers on the FCC DNC complaint list are blocked from calling.
• Retail/store setups may have extra permission rules for calling features.

Why Make Call matters

Action	Purpose	When to use it
Dial from dialpad	Call any number without opening Accounts first.	Quick outbound calls, unknown numbers, callbacks.
Softcall screen	Talk in the browser while viewing/editing contact info.	Sales calls where you need notes and next steps.
Save Call Result	Record what happened (voicemail, appointment, not interested, etc.).	After every call for reporting and history.
Notes / voice dictate	Capture details while they are fresh.	During or right after the call.
Add Task / Opportunity / Event Form	Turn the call into CRM follow-up without leaving the page.	When the call creates work to do next.

Use the Make Call dialpad

Dialpad overlay

What you see

Control	Purpose
Phone input	Type or dial the number (max 15 characters shown)
Dialpad (0–9, *, #)	Tap digits; keyboard digits also work while the dialpad is open
Backspace	Delete the last digit
Green phone (Make Call)	Start the browser call
X (Close)	Close the dialpad and clear the number

Steps

1. Open the Make Call dialpad.
2. Enter a phone number (at least 10 digits; typically a 10-digit US number).
3. Click the green Make Call button.
4. CallProof finds the matching contact phone, or creates an unknown account/phone if the number is new.
5. You are redirected to the softcall screen for that number.

Validation messages

Message	Meaning
Phone number is required	You clicked Make Call with an empty field
Please enter a valid phone number	Format/length failed client-side checks
Please enter a valid 10 digit phone number	Server expects a 10-digit number after stripping non-digits

Keyboard tips: With the dialpad open, type digits / * / #, use Backspace to erase, and Escape clears and closes.

Softcall (browser call) screen

Softcall / outgoing call screen

Browser title: Twilio Outgoing Call Address: /caller/softcall/<contact_phone_id>/

Left — contact / personal information

• Company / contact name header
• Editable fields such as First Name, Last Name, Email, Address, Phone, Company
• Sales Rep, Last Call, Account Type, Account ID
• Save to update personal info during/after the call

More Actions

• Add Opportunity
• Add Task
• Add Event Form
• Edit Contact (full Update Account)

Right — call controls

Control	Purpose
Current Caller ID	The CallProof number / name the callee sees
On Call + duration	Live call timer
Mute	Mute your microphone
Make call (green phone)	Place / reconnect the call
End Call	Hang up
Status line	For example “Ready to make calls”
In-call dialpad	Send DTMF tones (0–9, *, #) during the call when needed

Call result & notes (after / during the call)

Field	Required?	Notes
Account Type	Often yes (except some special companies)	Set/confirm the account type
Call Result	Yes	Outcome of the call (for example Left Voice Mail, Set Appointment, Not Interested)
Notes	Optional	Type notes, or use the microphone to dictate

Complete Call Result (and Account Type when shown), add Notes, then save/submit the call result form so the call is logged correctly.

Typical Make Call workflow

1. Confirm your Caller ID is active.
2. Click the sidebar phone / Communication → Make Call.
3. Dial the number → green Make Call.
4. On the softcall screen, press the call button if the call does not start automatically.
5. Talk; use Mute as needed; update contact fields if the number was unknown.
6. End Call when finished.
7. Choose Call Result, add Notes, and save.
8. Optionally Add Task, Add Opportunity, or an Event Form.

What happens if the number is new?

1. CallProof creates a new Contact (unknown type/company as configured for your company). 2. It creates a Contact Phone for the dialed number. 3. You land on the softcall screen for that phone. 4. Fill in name/email/company and Save so the lead is usable later in Accounts and Call History.

Tips and important notes

• Make Call from the dialpad uses the browser softcall path (call type “b”) — you need a working mic/speaker and browser permissions for the call.
• Always set up Caller ID before heavy calling days.
• Unknown numbers become tracked contacts automatically — clean up names after the call.
• If calling is inactive or Twilio is off, request VOIP/support instead of this feature.
• Numbers on a blocked FCC DNC complaint list cannot be dialed from CallProof.
• Call History (/calls/all/) and Text Messages are separate screens for reviewing past communication.

Need help?

• Dialpad missing: company Twilio/calling may be off — ask a manager or Support
• “Caller ID not active”: activate Caller ID under Communication / Caller ID
• “Calling inactive” / “Recorded calling inactive”: company calling settings need enabling
• “Please enter a valid 10 digit phone number”: enter a full 10-digit number
• Call will not connect: check mic permissions, Caller ID phone, and network; try again
• “This contact number is in FCC DNC complain list”: do not call that number from CallProof
• Other issues: email support@callproof.com