How to place a Click-to-Call

Click-to-Call is the calling mode currently available on DoubleTick Telephony. It allows your agents to initiate a phone call to any customer directly from within DoubleTick — with a single click.

How does Click-to-Call work?

When an agent clicks the call button inside DoubleTick, the following happens automatically:

Step 1 — DoubleTick calls the agent first The system places a call to the agent's phone number saved in their DoubleTick profile. The agent's phone rings.

Step 2 — Agent picks up The agent answers the call on their phone.

Step 3 — DoubleTick calls the customer Once the agent picks up, the system places a call to the customer's number.

Step 4 — Both calls merge The two calls are connected on the server. The agent and customer are now in conversation. This happens automatically — the agent does not need to do anything after picking up.

Why does the agent's phone ring first?

Click-to-Call works over the standard phone network — not the internet. The system needs to establish two separate call legs and then join them on the server. This ensures call quality is not dependent on the agent's internet connection or device.

How many channels does one call use?

Each Click-to-Call conversation uses 2 channels from your TATA channel pool — one to connect to the agent and one to connect to the customer. Once the call ends, both channels are automatically released back to the pool and become available for the next call.

This is why the number of channels you purchase matters. If you have 20 TATA channels, your team can handle up to 10 simultaneous conversations.

Does this work on mobile?

Yes. Click-to-Call works on mobile. As long as the agent has their phone with them and their number is saved in their DoubleTick profile, they can make and receive calls from anywhere — no desktop required.

Does this work inside a CRM?

Yes. Click-to-Call works inside Salesforce and other custom CRMs. Agents can initiate calls without leaving their CRM interface.

What about VOIP calling?

VOIP calling — where the agent speaks directly from their browser or mobile app without their own phone ringing — is coming soon. Unlike Click-to-Call which uses 2 channels per conversation, VOIP will use only 1 channel per conversation, making it more cost-efficient. You will be notified as soon as VOIP calling is available on your account.