☎Telephony

Through the browser. Anyone with an assigned extension sees the 📞 phone in the bottom right corner and dials numbers in the CRM with a click.

Two stations sit behind it:

1. The browser talks to the Aurora Hive exchange, a phone system on rented servers at IONOS in Berlin. Registration and speech travel encrypted.
2. The exchange carries the call out through your connection — it registers with your phone provider using your credentials, or as an additional IP phone on your FRITZ!Box or phone system.

Nothing is installed, and your phone numbers stay where they are. The people you call see your usual number.

In three steps, all under Administration → Telephony:

1. Connection: in the Connection tab, connect once to whatever carries your calls to the outside world — your phone provider or your FRITZ!Box or phone system. The wizard asks for your provider and router and suggests the right route.
2. Create an extension: in the Extensions tab, enter a user name and a display name and create it. You can leave the password field empty — Aurora Hive then generates a long random password that nobody has to type. Once created, the extension’s extension number appears in the list.
3. Assign: choose a person for each row and assign. The assignment takes effect as soon as that person reloads the page.

Afterwards, check microphone, speaker and connection on your own with the echo test *43. Whether the connection reaches the outside world is checked by the test call in the Connection tab.

Five causes, in this order:

1. No extension assigned. Without an assignment, there is no phone in the bottom right corner.
2. Page not reloaded. A fresh assignment only takes effect after reloading.
3. No secure connection. The browser only releases the microphone over https. Over an unencrypted address, telephony does not work, and in some versions the whole interface even freezes.
4. Microphone not allowed. The browser asks once; if you declined by mistake, reset the permission in the browser’s site settings.
5. Connection not registered. Internal calls and the echo test then work, calls to the outside world do not. The Connection tab shows the status.

More cases with solutions are in the chapter Phone: troubleshooting.

In the third tab of the telephony administration, Call history: every call with direction, duration and user.

On an individual contact, their calls appear in the history; on the overview, calls are counted per user.

What is recorded is that a call took place, with whom and for how long — not what was said.

On the contact: write a note and — if a callback is due — set a Follow-up straight away. That is the step that turns a phone call into an ongoing piece of work.

The call itself is logged automatically; what was discussed is known only to whoever writes it down.

No. What is recorded is that a call took place, with its duration and participants — not its content. There is no recording function.

This is not a technical limitation but a deliberate decision: recording without the consent of everyone involved is a criminal offence in Germany, and a system that makes it too easy leads straight there.

Four things:

• A phone connection with a number — with a provider that issues SIP credentials, or on a FRITZ!Box or phone system that lets Aurora Hive register as an IP phone. Set up once in the Connection tab, it serves the whole business.
• An extension assigned to you.
• A headset with a microphone. Built-in speakers create an echo that gets on the other person’s nerves.
• A secure connection. Without https, the browser does not release the microphone.

You do not need a new phone system on site, and Aurora Hive does not sell phone numbers or call minutes: calls run over your existing contract.

Check in this order:

1. Headset instead of speakers. That fixes echo and feedback.
2. Is the right microphone selected? In the phone in the bottom right corner, under Microphone & speaker, you can see which device is being used — often it is not the one you are wearing.
3. Connection. Over mobile data or an overloaded Wi-Fi, speech is the first thing to suffer.
4. Other programs accessing the microphone at the same time.

If it only happens with certain people you call, the problem is not on your side.

Most reliably in international format: +49 351 65561075. That way, dialling works regardless of how the connection is configured.

What regularly fails: numbers with extension notations such as “-123”, brackets around the area code, and numbers with text after them (“switchboard”). The best place to clean this up is during import — there you see in the dry run what will arrive.

A local number dialled without an area code is only completed by Aurora Hive if a local area code is stored with the connection. Otherwise you hear an announcement instead of a ringing tone.

The Call history in Administration shows all calls with duration and user; on the overview, calls are counted per user. On a contact, their calls appear in the history.

That is intentional — it is a shared address book, not a private phone. Conversely, bear in mind that private calls made over the work line show up there too.

Yes, without restriction — just without click-to-dial. The phone number is on the contact and can be typed in or tapped on a mobile phone.

In that case, record the outcome yourself: a call that did not go through Aurora Hive Sales is not logged either. A note on the contact and, if necessary, a follow-up — those are the two steps that make the difference.

The most important point concerns marketing calls: calls to consumers for advertising purposes require prior express consent. In the business sphere, presumed consent is sufficient — but it requires a factual connection to the person being called.

Two further points:

• Withholding your number is not permitted for marketing calls.
• Recordings without the consent of everyone involved are a criminal offence. That is why Aurora Hive Sales does not record.

When in doubt, the same applies as with emails: the factual connection is the basis, not the technology.

During a call, the phone in the bottom right corner offers:

• Mute: your microphone is off; you still hear the other person.
• Hold: the call is put on hold; the other person cannot hear you until you resume it.
• Keypad: for announcements that ask for a digit (“Press 1 …”).
• Hang up.

If someone else calls your extension while you are on a call, the caller hears busy — there is no call waiting. A call to your company number then rings for the colleagues who are free.

A call from outside rings at the same time on every extension that is assigned to a person and whose browser is currently registered. Whoever answers first takes the call.

Three things follow from this:

• Nobody signed in, nothing rings. The browser phone only rings while Aurora Hive is open in a browser window.
• The browser phone has no voicemail. If you need one, keep it switched on at your provider or on your FRITZ!Box or phone system.
• On the route through a FRITZ!Box or phone system, the device decides first whether a call is passed on to Aurora Hive at all — that is where you set which numbers the IP phone responds to.

Use the incoming test in the Connection tab to check that incoming calls arrive.

Every extension receives a short internal number when it is created. It is shown in the list in the Extensions tab.

Use it to call colleagues internally: type the number into the phone in the bottom right corner and dial. Internal calls only go through the exchange and cost nothing — they even work before a connection has been set up.

The extension number cannot be reached directly from outside; calls to your company number ring on every assigned extension.

Two levels, depending on what you want:

1. Release only removes the assignment. The extension and its number remain and can be assigned to another person — for a successor, say.
2. Delete removes the extension completely, including at the exchange. Its number becomes free, and a phone using these credentials can no longer register.

Only admins can do either. Entries in the call history are kept.