EDGE Voice (Phone in the sidebar) embeds calling in your CRM workflow. Reps dial from lead and company records, and call activity can flow into Interactions so Pulse and managers see voice touchpoints alongside email and meetings.
Prerequisites
Before using EDGE Voice in a tenant:
| Requirement | Notes |
|---|---|
| Module enabled | Turn on Phone / EDGE Voice under Settings → Modules |
| Role access | Grant phone module permissions to sales and support roles |
| Workspace config | Voice provider and numbers are configured by admins per tenant |
| Record context | Open a lead or company before placing a contextual call |
Exact telephony setup depends on your organization's provider integration; admins configure credentials and routing outside day-to-day rep workflows.
Please note:
- Phone / EDGE Voice must be enabled under Configure your workspace before click-to-call appears on records.
- Users need activity create permissions — see roles, permissions, and RBAC — to log call outcomes on the timeline.
Place a call from a record
- Open a Lead or Company profile with a phone number.
- Select Call from the quick actions on the header.
- EDGE Voice initiates the outbound call through your configured line.
- When the call ends, log outcome notes and disposition if prompted.
- Confirm an Interaction entry appears on the timeline for other users.
Call logging and Pulse
flowchart LR A[Open lead record] --> B[Click Call] B --> C[EDGE Voice connects] C --> D[Conversation] D --> E[Log outcome] E --> F[Interaction on timeline] F --> G[Pulse staleness updates]
Calls logged as interactions reset staleness buckets in Pulse, the same as manually logged calls — encourage reps to complete the disposition step every time.
Permissions and compliance
- Only users with EDGE Voice module access see the Phone nav item and click-to-call buttons.
- Recordings and transcripts, if enabled for your tenant, follow your organization's retention policy — document who may listen and where exports are allowed.
- Do not share workspace telephony credentials; each tenant maintains isolated configuration.
Best practices
- Call from the record, not the generic dialer, so associations stay automatic.
- Summarize next steps in the interaction note before moving to the next lead.
- Pair voice outreach with Calendar tasks for promised follow-ups.
- Managers: compare call volume in Pulse activity trends against connect rates in weekly reviews.
EDGE Voice works best when the whole team treats every call as part of the shared record — not a side channel outside EDGE Sword.