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Call Center in GTG CRM is a professional customer care call center solution, integrated directly into the CRM system. Agents make outbound calls and receive inbound calls directly within GTG CRM – no application switching, no missed customer information.

Why integrate Call Center with CRM?

Benefit	Description
Customer Information at Your Fingertips	When a call comes in, agents see the interaction history immediately
Time Saving	No need to switch between multiple applications
Improved Service Quality	Personalize conversations based on CRM data
Centralized Management	All calls are automatically logged and tracked
Transparent Billing	Pay only for actual seconds used

Key Features

1. Twilio Voice Connection

GTG CRM integrates with Voice Twilio – a leading Voice Call platform, enabling internet calls from any device with a browser.

Connection Information: - CLS ID – Voice Twilio account identifier - Authentic Token – Authentication token from Twilio

After connecting, select a registered phone number to use as your hotline.

2. Agent Status Management

Status	Receive Calls	Make Calls
Online	✅	✅
Offline	❌	❌

Agents can proactively switch statuses via the avatar in the top-right corner – ensuring calls are only received when they are available.

3. Outbound Calls

Call directly from the contact detail page: 1. Open the contact page with the phone number 2. Click the Call button (phone icon) 3. The system connects – wait for the customer to answer 4. During the call: view information, take notes, see interaction history 5. Click End when finished

All calls are automatically logged in the contact's timeline within the CRM.

4. Inbound Calls

When a customer calls the hotline: - A notification pop-up appears immediately - Displays customer information (if the number is already in CRM) or the phone number (for new customers) - 2 options: Answer (green button) or Decline (red button)

5. Handling New Customers

When receiving a call from an unknown number: - Create a new contact on the fly during the call (no need to wait until it ends) - Fill in details: email, full name, job title, lead status - Create a follow-up Task for later reminders - The new contact is automatically saved to CRM upon call completion

6. Handling Existing Customers

When a customer already in CRM calls: - Customer information is displayed instantly – no need to search - View purchase history, orders, and notes during the call - Personalize: "Hello Mr. Minh, your order #1234 is being processed..."

7. Automation Workflow

Call Center integrates with Automation Workflow to automatically assign calls:

Incoming Call
    ↓
Check Type (Incoming/Outgoing)
    ↓
Find Agent with Suitable Skills
    ↓
Check if Agent is Online
    ↓
Route Call to Agent

8. Skill-based Routing

Calls are routed to the appropriate agent based on configured skills: - Sales – handling sales calls - Support – technical support - Billing – payment issues

Configure skills in Settings → Workspace → Agent Skills.

Voice Call Credit Billing

Pay Per Actual Second

From May 2026 onwards, all Voice calls will be billed per actual second – no more charging by rounded units (minutes) like traditional systems.

Metric	Value
Credit per second	5 credits/second
Equivalent per minute	~300 credits/minute
Unit of Calculation	Second
Billing Time	From connection to hang-up

Reserve & Finalize Mechanism

The system protects your account in 2 steps:

Step	Time	Action
Reserve	When call begins	Temporarily hold estimated maximum credit
Finalize	When call ends	Deduct credit only for actual seconds used, refund any remaining balance

Real-world Example: - Call starts → system reserves 1,500 credits (5-minute buffer) - Actual talk time is 2 minutes 15 seconds = 135 seconds - Actual deduction: 135 × 5 = 675 credits - Refund: 1,500 − 675 = 825 credits

You will never be charged more than the actual call duration.

Check Credit Before Calling

The system automatically checks credit before starting a call. If there isn't enough credit for at least 1 minute of calling, a warning will appear with a suggestion to top up.

SMS Credit Billing

Outbound SMS now has a separate credit operation:

Type	Credit
SMS Outbound	150 credits/message
Voice Call	5 credits/second

This clear separation makes it easier to track costs for each communication channel.

Technical Requirements

Requirement	Details
Twilio Account	CLS ID + Authentic Token
Phone Number	Registered with Voice Twilio
Internet Connection	Stable, minimum bandwidth 500Kbps/direction
Device	Headset with microphone (recommended)
Browser	Latest versions of Chrome, Edge, Firefox

Summary

Call Center in GTG CRM helps businesses:

• Provide professional customer care directly within CRM
• View complete 360° customer information when receiving calls
• Automatically assign calls based on agent skills
• Pay credit only for actual seconds used – transparent and waste-free
• Automatically log all calls into CRM