iMessage Calling Guide (myCRMSIM)

The Call via FaceTime feature allows users to make calls directly from the contact profile using Apple FaceTime.
This feature works through a connected Mac device, so a Mac is required to use FaceTime calling in myCRMSIM.

Before using the Call via FaceTime feature, make sure the following setup is completed:

1. A Mac device must be connected and active.
2. The subaccount must have an iMessage device connected.
3. Message routing must be configured properly for the connected device.
4. FaceTime must be available and working on the Mac.
5. The contact must have a valid phone number saved in their profile.

The iMessage Calling tab allows users to enable calling on their available iMessage lines. This feature is only available for connected iMessage devices.
To access this section, go to the Plans page and click on the iMessage Calling tab.
Here, users can see all available iMessage lines and their current connection status. Each line has a toggle button on the right side. Users can turn the toggle on to enable calling for that specific iMessage line.
Important Note:
iMessage calling is currently free during beta. Users can turn on calling for any iMessage line at no cost while the feature is in beta. After the beta period ends, each enabled line will be billed at $10/month.
This section helps users manage which iMessage lines are allowed to use the calling feature.

Once the call is started, the system will show the active call status in two places:

A native macOS FaceTime/Phone notification will appear on the Mac screen. From there, you can manage the call using the Mac controls such as:

• Mute
• End call
• Keypad

A floating active call widget will appear in the bottom-right corner of the myCRMSIM dashboard.
This widget shows:

• Contact name
• Call duration
• Mute button
• End call button

The contact profile will also show the contact status as On Call with a green badge.

To end the call, click the End Call button from either:

• The macOS FaceTime/Phone notification, or
• The myCRMSIM active call widget

Once the call ends, the active call status will be removed.

If the Call via FaceTime button is not visible or the call is not starting, check the following:

1. Confirm that the Mac device is connected and active.
2. Confirm that the iMessage device is connected with the subaccount.
3. Make sure message routing is properly configured.
4. Verify that the contact has a valid phone number.
5. Make sure FaceTime is working on the Mac.
6. Confirm that the Mac is logged in with the correct Apple ID.