When a call ends, the agent picks an outcome in ICTContact, such as Interested, Callback or Not interested, and can type a note. ICTERP brings both back to the lead, so nobody has to copy anything across.
Where the results show
- Calls tab: each call with its time, the agent, the line result, the outcome and the agent’s notes.
- Chatter: a note on the lead with the same details, so the call sits in the lead’s history next to emails and comments.
- CRM, Calls: every call across the company, for managers who want to see the whole team’s activity.
With the webhook turned on, results usually arrive within seconds of the agent saving the outcome. Without it, they arrive at the next check, every five minutes by default.
Let outcomes move the deal
Outcome rules turn a call result into a pipeline change. Find them under CRM, Configuration, ICTContact, Call outcomes. Three rules come ready:
- Interested moves the lead to Qualified.
- Sale moves the lead to Won.
- Not-interested marks the lead as lost.
Add your own by entering the outcome name exactly as it appears in ICTContact, then choosing a stage or ticking “mark as lost”. Outcomes without a rule are still recorded. They just don’t move anything.
Notes added later
If an agent adds a note to the customer in ICTContact after the call, it’s posted to the lead’s chatter too.
Unpaid balance
The Calls tab and the contact form show what the customer still owes on posted invoices. It’s read-only, and only people in the “see customer balance” group can see it. Administrators have it by default.