CRM Phone Calls¶

The CRM Phone Calls module adds dedicated phone call tracking to Odoo's CRM. Sales reps and CSRs use it to log completed calls, schedule future calls, and convert promising calls into CRM opportunities. Every call is tied to a contact and optionally to a lead, giving a full communication history across the sales pipeline.

Last Updated: March 2026 Target Audience: CSRs, Sales Reps, Sales Managers

The module adds a Phone Calls section under the CRM menu:

CRM
 └── Phone Calls
      ├── Logged Calls        (calls already held / completed)
      └── Scheduled Calls     (upcoming calls still to be made)
 └── Reporting
      └── Phone Calls Analysis
 └── Configuration
      └── Phone Calls
           └── Categories      (tags for classifying calls)

Scheduled Calls visibility

The Scheduled Calls menu item is only visible to users who belong to the hidden security group Show Scheduled Calls Menu. If you do not see it, ask an administrator to enable it for your user.

Phone Call Statuses¶

Every phone call record moves through a simple lifecycle:

Status	Label	Meaning
`open`	Confirmed	The call is scheduled and waiting to be made. This is the default for new records.
`pending`	Pending	The call was attempted but needs follow-up (e.g., left a voicemail).
`done`	Held	The call was completed. Duration is auto-calculated if not entered manually.
`cancel`	Cancelled	The call is no longer needed.

You can click any status in the status bar at the top of the form to move the call to that state.

Automatic timestamps

When you set a call to Held, Odoo records the close date and auto-calculates the duration (if you left it at zero). When you set it to Confirmed, the open date is stamped and duration resets.

Phone Call Fields¶

Form View -- Main Section¶

Field	What It Means	Example
Call Summary	A short title describing the call's purpose. Required.	`Follow-up on container quote`
Phone	The phone number for this call. Auto-fills from the contact.	`(555) 123-4567`
Date	When the call is scheduled or took place. Defaults to now.	`03/03/2026 10:30:00`
Duration	Length of the call in minutes. Displayed as hours:minutes. Auto-calculated when marked Held if left at zero.	`0:15` (15 minutes)
Contact	The partner (customer/vendor) this call is about. Selecting a contact auto-fills phone and mobile.	`Acme Electronics`
Mobile	The mobile number for the contact. Auto-fills from the contact record.	`(555) 987-6543`
Lead/Opportunity	Links the call to an existing CRM lead. Selecting a lead auto-fills the team, phone, mobile, contact, and tags.	`Acme Server Room Decom`

Form View -- Right Column¶

Field	What It Means	Example
Responsible	The user assigned to make this call. Defaults to the current user.	`John Smith`
Sales Team	The CRM team this call belongs to. Visible to users with the Salesman group.	`Inside Sales`
Tags	Classification labels from CRM tags. Use for filtering and reporting.	`Cold Call`, `Follow-Up`
Priority	Urgency level: Low, Normal, or High. Displayed as stars.	Two stars = High

Form View -- Additional Info¶

Field	What It Means	Example
Direction	Whether the call is Inbound (customer called us) or Outbound (we called the customer). Defaults to Outbound.	`Out`
Description	Free-text notes about the call content or outcome.	`Customer wants quote for 3 Gaylords of monitors`

Tracking Fields (Developer Mode)¶

These fields are visible under the Tracking group when Developer Mode is enabled:

Field	What It Means	Example
Campaign	The marketing campaign this call is associated with (UTM tracking).	`Q1 Outreach`
Source	Where the lead originated (UTM tracking).	`Website Form`
Medium	The communication channel (UTM tracking).	`Phone`

Logged Calls vs. Scheduled Calls¶

The module provides two separate list views, each designed for a different workflow:

Logged Calls¶

Menu: CRM > Phone Calls > Logged Calls

This view shows calls that have already been completed. It opens pre-filtered to the Held status and defaults new records to the Held state. The list is inline-editable -- you can log a quick call directly in the list without opening a form.

Columns visible: Date, Call Summary, Contact, Responsible, Direction, Status.

Use this view to:

Quickly log a call you just finished
Review the history of past calls
Schedule a follow-up from a completed call

Scheduled Calls¶

Menu: CRM > Phone Calls > Scheduled Calls

This view shows calls that are not yet completed (Confirmed, Pending, or Cancelled -- everything except Held). It is your to-do list for upcoming calls.

Columns visible: Date, Call Summary, Contact, Phone, Responsible, Status.

Use this view to:

See which calls you need to make today
Convert a call into an opportunity
Schedule a meeting from a call

Common Tasks¶

Log a Completed Call¶

Go to CRM > Phone Calls > Logged Calls.
Click New (or click into the first empty row in the list).
Enter the Call Summary (e.g., "Discussed pickup schedule").
Select the Contact.
Set the Direction to In or Out.
Adjust the Date and Duration if needed.
The status defaults to Held. Save.

Inline editing

In the Logged Calls list view, you can type directly into the table rows to log calls quickly without opening the full form. Click the row to edit, fill in the fields, and move to the next row.

Schedule a Future Call¶

Go to CRM > Phone Calls > Scheduled Calls.
Click New.
Enter the Call Summary.
Select the Contact.
Set the Date to when the call should be made.
Assign a Responsible user (defaults to you).
Set Priority if the call is urgent.
Save. The call starts in Confirmed status.

Schedule a Follow-Up from an Existing Call¶

Open an existing phone call (from either Logged or Scheduled Calls).
Click the Schedule Other Call button in the button box at the top right.
A wizard opens with two options:
- Schedule a call -- creates a new Confirmed call at the date you choose.
- Log a call -- creates a new call and marks the original call as Held.
Fill in the Call Summary, Planned Date, Assign To, and Tags.
Click Schedule Call or Log Call.

The new call is created with the same contact, phone number, opportunity, priority, and campaign tracking as the original.

Convert a Call to a CRM Opportunity¶

Open a phone call in Confirmed or Held status that is not already linked to an opportunity.
Click the Convert to Opportunity button (star icon in the button box, or the hand-pointer icon in the list view).
Odoo creates a new CRM lead/opportunity with:
- The call summary as the opportunity name
- The contact, phone, mobile, and email carried over
- The sales team, tags, priority, and UTM tracking copied
The phone call is automatically marked as Held and linked to the new opportunity.
You are redirected to the new opportunity's form view.

One-way conversion

Converting a call to an opportunity is a one-time action. The button disappears once an opportunity is linked. You cannot "unconvert" -- instead, delete the opportunity if created by mistake.

Schedule a Calendar Meeting from a Call¶

Open a phone call record.
Click the Schedule a Meeting button (calendar icon in the button box, or the calendar icon in the list view).
The Odoo Calendar opens with a new event pre-filled:
- The call summary as the meeting name
- The contact added as an attendee
- The current user added as an attendee
- The call's email address carried over
Set the date, time, and duration, then save.

The calendar event is linked back to the phone call via the phonecall_id field.

Calendar View¶

Both the Logged Calls and Scheduled Calls menus offer a Calendar view (click the calendar icon in the top-right view switcher). Calls are displayed as calendar blocks using:

Start date: the call's Date field
Duration: the call's Duration field
Color coding: by Responsible user

This gives a visual overview of when calls are scheduled across the team.

Search and Filtering¶

The search bar provides several built-in filters:

Quick Filters¶

Filter	What It Shows
My Phonecalls	Calls assigned to you
My Team	Calls assigned to sales teams you manage
Unassigned	Calls with no responsible user
To Do	Calls in Confirmed or Pending status
Incoming Calls	Calls with direction = In
Outgoing Calls	Calls with direction = Out
Date	Filter by call date range

Search Fields¶

You can search by: Call Summary, Date, Status, Contact, Responsible, Lead/Opportunity, and Sales Team.

Group By Options¶

Group	What It Does
Partner	Groups calls by contact
Responsible	Groups calls by assigned user
Creation	Groups by creation date
Month	Groups by call date, by month
State	Groups by call status

Stat Buttons on Other Records¶

The module adds Calls stat buttons to two other models, giving quick access to related phone calls:

On Contact Records (res.partner)¶

A phone icon button labeled Calls appears in the button box of each contact form. It shows the total number of phone calls linked to that contact. Clicking it opens the Logged Calls list filtered to that contact.

Visibility

The Calls button on contacts is only visible to users in the Sales Manager or Contact Creation groups.

On Lead/Opportunity Records (crm.lead)¶

A phone icon button labeled Calls appears on each lead/opportunity form. It shows the count of phone calls linked to that opportunity. Clicking it opens the phone calls list filtered to that lead, with defaults set for creating new calls linked to the same lead and contact.

Phone Calls Analysis (Reporting)¶

Menu: CRM > Reporting > Phone Calls Analysis

This is a pivot table and graph reporting view built on a SQL database view. It provides aggregate metrics for analyzing call activity across the team.

Available Measures¶

Measure	What It Means
# of Cases	Count of phone call records
Duration	Average call duration in minutes
Delay to Close	Average number of days between call creation and close (status set to Held)
Delay to Open	Average number of days between call creation and open (status set to Confirmed)

Available Dimensions (Rows/Columns)¶

Dimension	Description
Sales Team	Group by CRM team
Salesperson	Group by responsible user
Customer	Group by contact partner
Status	Group by call status
Creation Month	Group by the month the call was created

Pre-Built Report Filters¶

The module includes three saved filters accessible from the Favorites menu:

Saved Filter	What It Shows
By Sales Team	Held calls grouped by team, measuring case count and duration
Delay To Close	Held calls grouped by team, measuring average days to close
Phone Calls To Do	Open/draft calls grouped by team, measuring case count

Filter	Description
Todo	Calls in draft or open state
Held	Completed calls
Not Held	Calls in pending state
My Sales Team(s)	Calls assigned to teams you manage
My Phone Calls	Calls assigned to you

Configuration¶

Phone Call Categories¶

Menu: CRM > Configuration > Phone Calls > Categories

Categories are CRM tags that can be applied to phone calls for classification. Examples might include: Follow-Up, Cold Call, Service Issue, Quote Request.

To create a new category:

Go to CRM > Configuration > Phone Calls > Categories.
Click New.
Enter the category name.
Save.

These tags appear in the Tags field on phone call records.

Form View Setting¶

Menu: Settings > CRM > Phonecalls

By default, phone calls open in an inline-editable list view for fast logging. If your team prefers the full form view for every call:

Go to Settings > CRM.
Scroll to the Phonecalls section.
Enable Enable form view for phone calls.
Save.

This grants the Enable form view for phone calls group to all users, which removes the inline-editable behavior from the tree view and forces the full form to open when clicking a row.

Security and Access¶

Security Groups¶

Group	Description	Menu Access
Show Scheduled Calls Menu	Hidden group. Users in this group see the Scheduled Calls menu item.	CRM > Phone Calls > Scheduled Calls
Enable form view for phone calls	Hidden group. Controlled via Settings. When enabled, the tree view opens a full form on click instead of inline editing.	N/A (behavior change)

Access Rights by Role¶

Role	Read	Create	Edit	Delete
Internal User (base.group_user)	Yes	No	No	No
Salesperson (sales_team.group_sale_salesman)	Yes	Yes	Yes	No
Sales Manager (sales_team.group_sale_manager)	Yes	Yes	Yes	Yes
Contact Creation (base.group_partner_manager)	Yes	Yes	Yes	Yes

Delete permissions

Only Sales Managers and users with the Contact Creation group can delete phone call records. Standard salespeople can create and edit calls but cannot delete them. This protects the call history from accidental data loss.

Report Access¶

Role	Access to Phone Calls Analysis
Salesperson	Read only
Sales Manager	Full access

Wizard Access¶

The Schedule Other Call wizard (crm.phonecall2phonecall) is accessible to all internal users.

Tips and Best Practices¶

Link calls to opportunities

Whenever a call is related to an active sales opportunity, link it using the Lead/Opportunity field. This keeps the full communication trail visible on the opportunity record and feeds accurate data into reporting.

Use the calendar view for scheduling

Switch to the Calendar view in Scheduled Calls to see your call plan visually. Calls are color-coded by responsible user, making it easy to spot gaps or overlaps across the team.

Log calls quickly with inline editing

In the Logged Calls list, you can type directly into the table without opening a form. This is the fastest way to log a call immediately after hanging up.

Relationship to Scott Recycling call queues

The CRM Phone Calls module is a general-purpose Odoo call tracker. It is separate from Scott Recycling's custom Customer Call Queue system (Queues A/B/C/D), which uses its own models and workflows for automated customer outreach. You can use both systems: Phone Calls for ad-hoc CRM call tracking, and Call Queues for the structured customer contact cycle.