Help Center

How LeadCenter Filters Out Internal Team Calls

LeadCenter automatically excludes calls between your own team members from telephony tracking. This keeps call logs, contact activity, and automatic contact creation focused on external conversations with clients, prospects, and other outside contacts.

Internal team call filtering applies to supported telephony integrations, including Dialpad, Intulse, RingCentral, and GoTo Connect.

How Internal Call Filtering Works

When LeadCenter reviews a call from a connected telephony provider, it checks whether the other party appears to be part of your own organization.

LeadCenter can identify internal numbers from sources such as:

• Mobile numbers saved on team member profiles in LeadCenter
• Phone numbers configured for your LeadCenter account
• Internal extensions from your connected telephony provider
• Direct phone numbers assigned to users or departments in your telephony provider

If the call appears to be between team members, LeadCenter skips it. No call log is created, and no new contact is created from that call.

Supported Providers

Phone Number Matching

LeadCenter compares phone numbers in a consistent format so normal formatting differences do not prevent a match.

• Local phone numbers and full international-format numbers can still match when they refer to the same number.
• Short extension numbers are treated carefully so they do not accidentally match a longer phone number that ends with the same digits.

What This Means for Your Team

• Internal team calls do not appear in call logs.
• Internal team calls do not appear on contact activity timelines.
• Internal team calls do not create new contacts or leads.
• Historical calls already saved in LeadCenter are not changed by this filtering.

Troubleshooting

A teammate's call is still showing as a new contact or lead

Make sure the team member's mobile number is saved on their user profile in Settings → Team Members. Also confirm that the number they used is assigned to them in your telephony provider.

A newly added number is still appearing in call logs

Mobile numbers saved in LeadCenter are checked when calls are processed. Numbers managed inside your telephony provider may take longer to be recognized.

Do internal call filters affect old call logs?

No. Internal call filtering applies to calls as they are processed. Existing call history already saved in LeadCenter is not changed.