Frequently Asked Questions

Do my customers need WhatsApp to receive calls?

No. DoubleTick Telephony uses the standard phone network. Your customer only needs a working mobile or landline number. WhatsApp is not required.

Can multiple agents use the same calling number?

Yes. Multiple agents can be mapped to a single DoubleTick PSTN channel — just like how multiple agents handle conversations on a single WhatsApp number in DoubleTick.

Are calls recorded automatically?

Yes. Every call is recorded automatically without any manual action. Recordings are saved inside DoubleTick and linked to the customer's conversation thread.

Can I see call history — who called, when, and for how long?

Yes. Full call logs are available inside DoubleTick with details including agent name, call duration, and timestamp.

Why does my agent's phone ring before the customer is called?

This is how Click-to-Call works. The system calls the agent first to establish the first leg, then calls the customer to establish the second leg, and merges both into one conversation on the server. This ensures call quality is independent of the agent's internet connection.

How many channels does one call use?

Each Click-to-Call conversation uses 2 channels — one leg to the agent and one leg to the customer. Both channels are released back to the pool as soon as the call ends.

What is the difference between a TATA channel and a DoubleTick PSTN channel?

A TATA channel is a phone line — it determines how many calls can happen simultaneously. A DoubleTick PSTN channel is the phone number inside DoubleTick — it is what your agents call from and what appears as the Caller ID on your customer's phone. Both are required.

What is a DID number?

DID (Direct Inward Dialing) is the Caller ID — the number that appears on your customer's screen when they receive a call. You can configure which number is displayed.

How many TATA channels do I need?

Multiply the maximum number of agents on calls at the same time by 2. That is the number of TATA channels to purchase. For example, 15 agents on calls simultaneously means you need 30 channels.

Does calling work on mobile?

Yes. Click-to-Call works on mobile. Agents can make and receive calls from their phone without being at a desktop.

Does DoubleTick Telephony work inside Salesforce or other CRMs?

Yes. DoubleTick Telephony is compatible with Salesforce and custom CRMs.

Can AI make calls on my behalf?

Yes. DoubleTick supports AI-powered calling on PSTN. Your AI agent can call customers automatically — ideal for follow-ups, reminders, and outreach campaigns. AI calling is charged at an additional Rs. 5 per minute on top of standard calling charges.

What happens to my channels after a call ends?

Both channels used for that call are automatically released back to your channel pool and become available for the next call immediately.

I need more than 5 channels but only have one Aadhaar card. What do I do?

One Aadhaar card supports up to 5 TATA channel KYC entries. If you need more than 5 channels, arrange additional Aadhaar cards — one per every 5 channels — before starting the KYC process.

How do I get started?

Reach out to your DoubleTick account manager. They will guide you through document submission and the full setup process. You can also refer to the Getting Started article in this section.