Phone: every call, the callers you have not met yet, and the numbers you refuse
Phone is where your phone system’s calls land in Florio. A call is logged within five minutes of ending, matched to a customer by number when the number is on file, and shown on screen while it is still ringing. The page lives in the CRM group and appears only once an administrator has turned telephony on.
Five tabs, one page:
- Calls: the searchable log, live traffic and imported history in one feed.
- Voicemail: a shared mailbox with two facts per message: did anyone listen, and is it dealt with.
- Unknown callers: the busiest numbers nobody has identified, ordered by how often they call, so a few minutes of review attaches years of call history to the right customers.
- Blocked: the numbers you refuse at the phone system, and every call they tried to make.
- Fax: the fax line, once it is connected.
Reading calls needs the See calls permission. Identifying callers, working the mailbox and blocking numbers need Identify callers, block numbers, work voicemail. Listening to a recording and reading a transcript are separate permissions again, granted deliberately, so seeing that a call happened is never the same as hearing it.
The Calls tab
Every call is one row: when it came in and which of your numbers it landed on, whether it was inbound or outbound and how it ended (answered, missed, abandoned, voicemail, blocked), the number with the caller ID name the carrier sent, the customer when the number is on file, who answered it, and its length. A missed call shows how long it rang instead of a talk time. A play mark in the last column means the audio has reached Florio.
The chips above the table scope it: all calls, inbound, outbound, missed and voicemail, or the calls nobody has attributed yet. Filters searches inside any column. A row opens the call page; an unknown caller offers Identify, which opens the number page where one link attaches the number’s whole history.
The four tiles read today’s traffic, today’s missed calls and messages, the share of the last thirty days’ calls attributed to a customer, and how many unidentified numbers are waiting.
Voicemail
Messages left on any of your lines list here, newest first, with two independent facts on every row. Heard says whether anyone has listened, and who. Status says whether the message is dealt with: Open until someone marks it Done, and Reopen hands it back. The two are separate on purpose: with a single flag, the only way to say “still owed” is to mark a message unread, which then lies to the next person about whether anyone listened.
Listen expands the row into a player and marks the message heard. Assigned hands a message to a named person. Create task turns it into a task on purpose, prefilled from the caller, and leaves the message open until the work is actually done. Nothing becomes a task on its own.
The Blocked chip shows messages left in the blocked-callers box (see below). Each row carries the reason the number was blocked, and offers Unblock or Cut off.
Unknown callers
Most inbound calls come from numbers nobody has saved yet, and that is where a new customer first appears. Instead of handing each one to somebody as a task, Florio keeps a short list: the unidentified numbers that have called more than once, busiest first. Reviewing the top of that list is what lifts caller matching; one-off callers sit under All.
Each row states what Florio already knows: how many calls, in and out, when they started and last called, the longest conversation, the latest caller ID name, and a plain sentence such as “5 calls in one afternoon, none over 32 seconds. Answered by Paola ×3, Rachel ×2.”
Three actions, each in place:
- Link attaches the number to a customer. The button says what it will do (“Link · attach 2 calls”), and the result repeats the payoff: every past call from that number is now on the customer’s record, and every future one will be. New client from this number opens a short form prefilled with the phone and, when the caller ID name reads like a business, a suggested name. Saving creates the customer and links the number in one step.
- Label records that a number is not a customer (staff, vendor, spam, personal, another business) so it stops surfacing. A label is one person’s judgement and can be undone from the number page; it never blocks anything.
- Block refuses the number at the phone system for a bounded time. It is available only once an administrator has turned blocking on.
Your own numbers never appear in this list.
Blocked
Blocking is off until an administrator turns it on under Admin › Telephony, and the tab says so plainly while it is. Once on, every block has a reason and an end date: 90 days unless you choose otherwise, one year at most. A lapsed block goes to Awaiting review, where you block again with the old reason filled in or leave it released.
A blocked caller is not simply cut off. By default the call goes to a blocked-callers voicemail box that plays a short greeting and takes a message, so a customer blocked by mistake can still reach you. Cut off raises a block to silent: the line drops. Release is one click, no confirmation, because a wrong block is the mistake this page exists to catch.
Refused calls lists every call the phone system turned away in the last thirty days, with the number, which of your lines it tried, what happened (dropped, hung up at the greeting, or left a message), and the block’s reason and blocker. The page marks what is new since you last looked. A number that belongs to a customer, or one you have held a real conversation with, can never be blocked at all.
The Monday digest
Once a week, on the first working morning, everyone who can manage blocked numbers gets one email: the calls the phone system refused last week, grouped by number with the caller-ID name, whether the caller left a message in the blocked-callers box, who blocked them and why, and any block that lapses within two weeks. It is sent only when there is something in it. Its purpose is the same as the tab’s: a customer blocked by mistake looks exactly like this, and someone has to look.
Fax
The Fax tab is the record of faxes sent and received on your fax line. Until fax is connected to Florio it says so, faxes keep arriving by email, and Send a Fax stays disabled.
The call page
One call in full: the customer (which you can point this one call at by hand without touching the number’s link), where it came from and landed, who answered, how long it rang and how long you talked, and whether it was live or imported. Below sit two cards.
Recording plays the audio once it has reached Florio, marks the stretch that was paused while a card number was taken, and states the retention promise this recording was made under: kept until deleted, or kept until a date. Download is available to anyone who can listen. An administrator can delete a recording; it stays restorable for thirty days, and the card says who deleted it and when it will be gone for good. Without the listening permission the card says a recording exists and nothing more.
Transcript and analysis shows the transcript once transcription is on for your studio and you hold the permission to read it. Until then the card explains which of the two is missing.
The number page
Everything Florio knows about one phone number: the caller ID names it has presented, its customer or its label, its blocking position, every call to or from it, its block history, and an activity log of every link, label, block and release. The headline Client control is the same one-step link as the review tab. The menu offers New client from this number, Copy number and Block number.
Admin › Telephony
Configuration, not daily work. The master switch logs calls and shows them as they ring. Extensions say who is behind each extension, which is how a call gets a name next to “Answered by”. Numbers lists the numbers you own and where each rings; Florio uses it to tell which line a call landed on and to keep your own numbers out of the unknown-callers list. Call Recording states the recording position as it runs on the phone system. Call Blocking and Call Transcription and Analysis are switches with their preconditions written next to them; flipping either asks you to confirm. Permissions lists who can do what.
The Dashboard carries two tiles from this page: unknown callers who have called more than once, and calls refused this week, the second only while blocking is on. Everyone who can manage blocks also receives a short Monday email when the phone system refused calls, a blocked caller left a message, or a block is about to lapse.
Reports › Phone
The Reports gallery gains a Phone tab under Operations: inbound volume by hour and weekday against your business hours, so you can see when calls arrive and who is there to take them; missed, abandoned and voicemail counted apart, each with whether anyone likely called back; repeat callers, the people who keep calling and keep not getting through; and the share of calls attributed to a customer, week by week, which should fall as the unknown-callers review is worked. The period chips, Pin, Copy link and Print work like every other report.
What we don’t publish
How calls are matched to customers, how the phone system and Florio talk to each other, and how the safeguards around blocking are enforced stay internal.