Phone System Connector ☎️

If your team spends a lot of time on the phone, this module brings your phone system and TSync together so they work as one. The result:

• Call with one click — a little phone icon sits next to every number in TSync. Click it, confirm, and your desk phone dials, no typing required.
• Know who's calling before you answer — when a call comes in, a small pop-up appears on your screen showing the caller's details, if TSync recognises the number.
• Keep a clean call register — every call is logged automatically, with a searchable history of who spoke to whom, when, for how long — and a play button to listen back to the recording.
• Never lose a new contact — if someone calls from a number TSync doesn't know, it can create a new lead for you on the spot.

It has been tested with the Moldcell PBX system and works with phone systems that can talk to TSync over the internet.

What you'll need

• A phone system (PBX) that your provider lets you connect to other tools.
• A few connection details from that phone system — a web address and a security token. Your phone provider supplies these.
• An administrator in TSync to do the one-time setup below.

Turn it on

Open Setup → Modules, find TSync PBX Connector, and click Activate. A new TSync PBX Connector entry appears in the left menu with three pages: Settings, Users mapping and Calls. Setup is three short steps.

Step 1 — Connect to your phone system

Go to TSync PBX Connector → Settings and fill in the connection details. The main ones:

For your privacy, the two token fields show only the masked value once saved (e.g. ••••1234); leave a field unchanged to keep the current key.

History synchronization

Lower on the Settings page you can also import past calls and keep them up to date:

A small table shows the sync status for each job (next date, last success, last error, lock). The buttons Run backfill now and Run steady sync now let an administrator import on demand instead of waiting for the schedule.

Setup buttons

The Settings page also has these buttons:

• Test PBX API — checks that the address and key reach your phone system.
• Test Webhook Auth — checks that your phone system can reach TSync back.
• Refresh PBX users — pulls the current list of extensions from the phone system (used in Step 2).

Run the two tests; green results mean you're good to go.

Should every call become a lead?

This is the one setting worth thinking about, because it decides how noisy your lead list gets.

Journal only (recommended) — a call from a number you don't know is recorded in the Omnichannel inbox, with its recording, and no lead is created. Most calls are not prospects: suppliers, couriers, wrong numbers, someone calling back twice. When a call is a real prospect, open it in Omnichannel and press Create lead — the lead is created from the call and stays linked to the conversation, so nothing is retyped. If that number already has a lead, TSync links to it instead of adding a duplicate.

Create a lead automatically from every call — the older behaviour, and still the right choice if you want a card for every single call and prefer to clean up afterwards.

Upgrading changes nothing: an install that was already creating a lead per call keeps doing exactly that until you choose otherwise. Only brand-new installs start on Journal only.

Step 2 — Match people to their phone extensions

Go to TSync PBX Connector → Users mapping and tell TSync which extension belongs to which team member. This is required for click-to-call to work and so TSync knows who made or answered each call.

For each staff member you can set:

• a PBX Extension (their main extension, e.g. 733), and
• one or more Department Extension(s), separated by commas (e.g. 799,712), for shared lines they also answer.

The quickest way: on the Settings page click Refresh PBX users to pull the list of extensions from your phone system automatically (TSync tries to match them to staff by e-mail and name), then come here to assign or correct each one and click Save.

Step 3 — Let your phone system notify TSync

Finally, in your phone system's own settings, point it at TSync so it can send through call events (incoming calls, hang-ups, history, and so on). The address to use is shown on the Settings page as the Webhook URL (it ends in api/tsync-pbx/webhook), and your phone system must send the CRM Webhook Token from Step 1 with each event. Your administrator or phone provider handles this part; once it's done, the live pop-ups and automatic call logging start flowing.

Using it day to day

Place a call (click-to-call)

Find a number anywhere in TSync — on a customer, a lead, a contact, or in the Calls register — and click the phone icon (or the underlined number) next to it. A small "Call contact" confirmation appears; click Yes and your desk phone rings first, then the customer's.

See who's calling

If incoming pop-ups are on, when a call arrives a toast slides in showing the caller's name and number (if TSync recognises it). It offers Open card to jump straight to the customer or lead, plus Details and Close.

The Calls register

Open TSync PBX Connector → Calls for the full call history. Each row shows the time, the matched Customer / Lead, the Employee who handled it, the Scope (external or internal), the Status, the From and To numbers, the Duration, and a Recording play button when a recording exists.

Building your own filter

The list uses the same filter tool as the Leads list, so instead of a fixed set of boxes you build the question you actually want to ask — and keep it.

Click Filters above the table, then Add rule, and choose what to filter on:

• Started at — a date, a range, or a relative period such as "this month".
• Status, Scope (External / Internal), Direction (Incoming / Outgoing).
• Employee — the staff member the call is mapped to; or PBX user name and Extension when the extension was never mapped to a person.
• From and To numbers, Duration (seconds), Waiting time (seconds).
• Recording — has recording / no recording.
• Linked to — a customer, a lead, or nobody. "Nobody" is the useful one: it lists calls from numbers that were never attached to anyone.
• Call-back status and Missed-call status.

Add as many rules as you like and choose whether a call has to match all of them or any of them.

Save the filter and it stays. Give it a name and it appears in the Filters menu next time — as a private view, or shared with your colleagues if you tick that. You can also mark one as your default, so the page opens on it. This is per user: your saved views do not change anybody else's screen.

Sorting and paging work the way they do everywhere else in the app — click a column heading to sort, and use the page-size selector under the table. The search box above the table still finds a call by phone number, extension, PBX user, or customer/lead name.

Click a customer or lead name to open a quick card with their contact details and their recent calls, with links to Open full card (and TSync BX view if enabled).

Missed-call follow-up

For missed or unanswered calls, the register adds a coloured badge telling you what happened next — whether the client called back, an agent called back (and how long it took), or nobody called back yet — so a dropped call is easy to spot and chase.

Listen to a recording

Where a recording exists, click the play button on the row. A player opens right under the call with Open in new tab and Download options, so you can review the conversation without leaving the page.

Reports

In the Reports console you'll find Call Summary by Agent (telephony category): per-agent totals for inbound/outbound, answered/missed, the missed rate, average duration, and how many calls turned into leads. It exports to Excel and CSV and can be shown as a chart.

Make calls trigger automatic actions

This module pairs beautifully with Automations. Every call event — a received call, a missed call, a call that needs a callback, a new lead created from a call — can kick off an automation. That means TSync can react to phone activity all on its own.

A classic example:

• When a call is missed
• Then create a task for the lead's owner: "Urgent callback needed."

Set this up in Automations and no missed call slips through the cracks.

Who can do what

You can decide which team members get which abilities:

See also

• Automations — turn calls into automatic tasks and reminders
• Romania — e-Factura & ANAF · Moldova — FISC — fiscal details for the leads created from calls
• Getting started with TSync — back to the basics