Incoming Calls

Incoming Calls

When someone calls your extension, Pulse rings and shows who’s calling so you can answer or decline.

Answer or decline

The ringing screen shows who’s calling along with Answer and Decline:

• Caller name — shown when the number matches a contact (your organization’s directory, your device’s address book, or a connected CRM). Otherwise the formatted number is shown as the primary line.
• Phone number — the caller’s actual number is always shown: as the primary line when no name matches, or as a secondary line beneath the name when one does. You always see the number that’s calling.
• Caller location — a city-and-state line derived from the number’s area code (for North American numbers), e.g. Toronto, ON or Los Angeles, CA. It’s shown for every call, matched or not. Being area-code-based, the city is the area code’s representative metro (paired with its state or province) rather than a guaranteed current city.

Then:

• Answer (green) — pick up the call. Pulse connects you and opens the in-call screen with mute, hold, transfer, and audio controls.
• Decline (red) — reject the call: ringing stops on your device and the caller is routed straight to voicemail or your call-forward-no-answer destination. The call does not re-ring.

If your organization has connected a CRM (a Nova-Ultra feature), a call from a known record also shows a screen-pop on the ringing screen — the contact’s name, company, an open-deal summary, and an Open in CRM button — alongside the number and caller location:

If you’re already on a call when another comes in, Pulse handles it as call waiting on the in-call screen instead — see A second call comes in.

Who’s calling

Pulse resolves the caller’s name from the best source it has, in order: your CRM (when one is connected), your org directory, your device contacts, the carrier-provided name, and finally the formatted number. When a CRM match is found, the ringing screen also shows the caller’s company, a short deal summary, and a CRM · <record type> label — see CRM caller context. Caller ID from your phone’s own address book works without a CRM (see Contacts).

Ringing on your phone (mobile)

On iOS and Android, Pulse rings using your phone’s native call screen, so an incoming Pulse call looks and behaves like a regular phone call:

• iOS uses CallKit — the full-screen native call UI, including over the lock screen.
• Android uses a self-managed ConnectionService with a full-screen incoming-call screen and ringtone.

This native screen can ring even when Pulse is closed or in the background: a push notification wakes the app so it can ring you. When you tap Answer from the native screen, Pulse opens (if needed), connects the call, and takes you straight to the in-call controls.

Microphone permission

Answering a call needs microphone access. If you’ve previously declined it, Pulse prompts you to enable microphone access in Settings before the call can connect.

Not getting incoming calls?

If Pulse isn’t ringing for incoming calls, the two usual causes are background-wake / notification settings and registration. See Missed Calls & Background Wake and Not Registered / Can’t Call.

Related

• In-Call Controls — what you can do once you’ve answered.
• Voicemail — listen to messages from calls you missed.
• Call History — review missed and answered calls.
• Notifications — control how Pulse alerts you.