How to Make Calls in Polichat

To make a call through the chat, follow the steps below:

Select the client: On the chat screen, choose the contact you want to call and open the conversation.
Start the call: In the top-right corner of the screen, click the phone icon.
Monitor the call: Once the call is connected, you can:

• View the call duration;
• Mute your microphone if needed;
• End the call at any time.

Note: Multiple operators are allowed to make simultaneous calls to the same company. All calls are valid only for national numbers.

1. What is a Dynamic Call?

We use temporary phone numbers (dynamic BINA), randomly generated for each call. For example: when calling a contact in the area code 11, the displayed number will have the same area code.

Advantages:

• Increases the chances of a successful call;
• Protects the client’s privacy, as the number cannot receive callbacks. If the client tries, they will hear a message stating that the number does not accept calls.

2. How Does the Cost Work?

• Each call minute is charged according to your subscribed plan;
• Payment is postpaid and included in the next platform invoice;
• Billing is rounded up. For example, a 52-second call will be charged as 1 minute; subsequent calls are billed separately without accumulating values.

3. My Call is Silent. What Should I Do?

If you notice issues such as:

• Clicking “call” produces no sound and the call does not reach the phone;
• The call connects, but no audio is transmitted;

The problem is likely related to a firewall or network configuration. To resolve it, your technical team must allow the following addresses and ports:

WebPhone: DOMINIO.api4com.com – HTTP 80 / HTTPS 443 / HTTPS 8082
Plugin: api.api4com.com – port 80
Dashboard: app.api4com.com – ports 80 and 443
RTP Server: 152.70.223.110
UDP Protocol: Ports 1024 to 65535 + 9999 (for softphones or physical devices)
NAT: Ensure Port Address Translation (PAT) is enabled
DNS: Configure fixed internal DNS entries for the FQDNs:

• DOMINIO.api4com.com → 144.22.134.184
• api.api4com.com → 129.151.39.51
• app.api4com.com → 129.151.39.51

Additional tip: Test your microphone here: https://webcasts.com/webrtc/
Also, check that the browser has permission to access the microphone and that headphones or headsets are properly connected.

4. How to Disable Calls?

If you do not want to use the calling feature:

• No configuration is required;
• There will be no additional costs;
• The call icon will remain visible on the platform, but you can ignore it;
• For support or questions, our team is always available.

Where to view and listen to call recordings in Poli

It is possible to view and listen to calls made on the platform, as all calls are automatically recorded.
To access the recordings, follow the steps below:

1. In the platform’s side menu, go to Reports
2. Then, select the Calls tab
3. In the Call Report, locate the desired call
4. Click on the recording link to listen to the call

This way, you can review the call history and easily access the recordings whenever needed.