In August 2026, Skynum launched telephony in the ERP — a new contour for working with calls that connects the company's IP telephony with the customer base, orders, tasks and analytics. The first connected service is UniTalk.
This is not a call widget on the side of the system. The update covers the full path of a phone inquiry: the customer calls — the manager sees their card before answering, the conversation is stored with a recording, the agreement is captured in a note, the order is created right from the call, and a missed call itself becomes a callback task.
Skynum continues to move from a system that stores business operations to an environment where the team works with the customer. After collaboration, tasks and the messenger, the phone — the fastest sales channel — has become an accounting event rather than a separate tool.
The main idea of the update: no incoming call should get lost. During the conversation the manager knows who they are talking to, and after a missed call the system creates a callback task on its own.
What Exactly Has Appeared in Skynum
Telephony consists of several related mechanisms. Each solves its own part of the process, and together they turn calls into a manageable part of working with the customer.
Customer Card During a Call
When a customer calls the company line, a call card appears in the corner of the screen — on any page of the platform. For a known number it immediately shows the customer name, contact person, debt and open orders. The manager greets the customer by name and understands the situation before the first sentence.
An unknown number turns into a new counterparty or is linked to an existing one right from the card — as the main phone or as the phone of a new contact person. The customer base grows during the conversation, without a separate "sort out the numbers" step.
Call Log with Recordings and the Call Card
Every call — incoming, outgoing or internal — goes to the Telephony section: time, status, number, customer, operator, note and next action. The recording plays right from the log.
The call card gathers the details of a single call and gives the manager the next steps: Note for agreements, Task to assign work to a colleague and Order — a customer order with the customer already filled in. The order keeps its link to the call, so analytics shows an honest conversion of conversations into sales.
Missed Calls Become Tasks
A missed incoming call automatically creates a Call back task — for the customer's responsible manager or in the shared queue of unassigned tasks. Repeated calls from the same number are attached to the task that is already open, and it closes by itself as soon as the conversation takes place — whether the manager got through or the customer called again.
A separate Missed tab in the log shows calls after which contact has not yet happened, and clears automatically after a successful conversation.
One-Click Calling
You can call a customer from the counterparty card, contact person card, log or callback task: click the number and choose Call. First the manager's line rings, and once the handset is picked up, the system dials the customer. The conversation is guaranteed to go through the company's work line — with a recording and an operator.
Smart Routing to the Responsible Manager
If the Responsible field is filled in the counterparty card, the telephony first connects a regular customer to their own manager, and only then to the rest of the team according to the usual scenario. The customer reaches "their" manager without "let me transfer you". Call control stays with the telephony: Skynum only suggests the priority destination.
Communication History in the Customer Card
The counterparty card now has a Communications tab — a shared timeline of calls and messenger conversations with the customer and their contact persons. Before a call or a reply, the manager takes a minute to recall what was discussed, what was promised and when they last spoke.
Call Analytics
The Telephony → Analytics section answers three questions: is the company losing inquiries, when do customers call, and how does each manager perform. Answer rate with a 90% target, missed rate, time to callback, dynamics by day and hour, a managers table and conversion of calls into orders by UTM source or company number.
From a Call to a Completed Result
The scale of the update is best seen in a full scenario.
- A regular customer calls the sales department. Smart routing connects them to the responsible manager.
- The manager sees the customer card before answering. The debt is settled, there are no open orders, the last conversation was two weeks ago.
- The customer dictates a new delivery. The manager clicks Order right from the call and fills in the items during the conversation.
- The agreement on deferred payment is captured in the call note. It stays next to the conversation recording.
- A week later the customer calls after working hours and cannot get through. Skynum creates a Call back task for the same manager.
- In the morning the manager calls in one click right from the task. The conversation took place — the task closed by itself.
- At the end of the month the head of department opens the analytics. They see the team's answer rate, peak hours and how many orders the calls brought in.
The whole history stays in the customer card: calls, orders, tasks and conversations in one timeline.
Why This Is an Important Stage in Skynum's Development
The phone still brings businesses a significant share of orders, but it usually lives apart from the records: the telecom operator's account has a log and recordings, while who called, what they bought and what they were promised is known only to the manager who picked up the handset. Missed calls are jotted down on scraps of paper and get lost.
The new update adds a telephony contour to Skynum's ERP contour. A call becomes an accounting event: the customer, order, task and outcome live next to it, so phone work is as visible and manageable as sales or payments.
For companies this means:
- The manager answers knowing the customer, not a bare number.
- Missed calls do not get lost — they become tasks with a due date and an assignee.
- The order is created during the conversation and keeps its link to the call.
- The head of department sees the answer rate, line load and conversion of calls into sales.
- The communication history with the customer — calls and conversations — is gathered in their card.
Connecting telephony in Skynum is not billed separately: the company pays only its telecom operator for numbers and minutes.
The New Feature in Brief
What is telephony in Skynum?
It is the integration of the company's IP telephony with the ERP: customer card during a call, log with recordings, automatic tasks for missed calls, one-click calling, smart routing to the responsible manager and call analytics.
Which telephony services are supported?
At launch — UniTalk. The connection is configured in Settings → Integrations → Telephony and takes less than an hour. The list of integrations will expand — we will announce the next services separately.
What happens to a missed call?
Skynum automatically creates a callback task for the responsible manager or in the shared queue. The task closes by itself after a successful conversation in either direction.
Can I call a customer from Skynum?
Yes. Click the number in the counterparty card, contact person card, log or task and choose Call: first the manager's line rings, then the system dials the customer.
How much does telephony in Skynum cost?
The integration is not billed separately. The company pays only its telecom operator for numbers and minutes.
Telephony Is Already Available
The new features already work in Skynum. Connect the integration, match managers with their lines, make a test call — and within a week analytics will show how many inquiries the company used to handle blindly.
Read more about working with calls in the overview "Telephony in Skynum: Calls Together with Your Records". The connection is described in the guide "UniTalk Integration", and step-by-step documentation with all fields is collected in the Telephony section.
Skynum continues to develop a unified ERP platform in which data, customer communication and teamwork remain parts of one manageable process.