Help Center

Telephony Call User Attribution

LeadCenter can automatically assign calls from supported telephony integrations to the LeadCenter user who handled the call. This helps make call reporting, filtering, and team activity reviews more accurate.

Supported Integrations

Call user attribution is supported for the following telephony integrations:

• RingCentral
• GoTo Connect
• Dialpad
• Intulse

How It Works

When a call is saved from a supported telephony integration, LeadCenter checks whether the person who handled the call matches a user in your LeadCenter account.

When LeadCenter finds a clear match, the call is assigned to that user. This makes it easier to see who handled each call in call lists, reports, and activity reviews.

For the best results, make sure each user’s first and last name in LeadCenter matches the name used in your telephony system.

Where This Appears

When a user is matched to a call, LeadCenter can show the assigned user in call lists and reports. This helps your team review call activity by user more accurately.

Depending on where you are reviewing calls, you may be able to use the assigned user for filtering, reporting, or team activity review.

When No User Is Assigned

If LeadCenter cannot confidently match the call to a user, the call remains unassigned. This helps avoid assigning calls to the wrong person.

Tip: If calls are not being assigned to the expected user, compare the user’s name in LeadCenter with the name used in your telephony system.

Historical Calls

Older calls may also be updated when LeadCenter can clearly identify the user who handled the call. If a clear match is not available, the call remains unassigned.

FAQ

Why is a call unassigned?
A call may remain unassigned if LeadCenter cannot confidently match the person from the telephony system to a LeadCenter user.

How can I improve user matching?
Make sure each user’s first and last name in LeadCenter matches the name used in your telephony system.

Will LeadCenter assign a call if more than one user could match?
LeadCenter only assigns the call when it can identify a clear match. If the match is unclear, the call remains unassigned.

Can older calls be assigned to users?
Yes. Older calls may be updated when LeadCenter can clearly match the call to the user who handled it.