Call tracking · Android app + TeleCMI
The call tracking CRM for counselling teams: every call logged, recorded and reported
Xale is the call tracking CRM built for counsellors who work from their phones, and it covers every phone with two routes. The Xale Android app files every SIM call on the right lead with direction, duration and outcome, with no per-minute charges, and attaches the recording the phone’s own dialer already made. TeleCMI cloud telephony records calls from a business number on any phone, iPhone included. Run either route or both: every call lands in the same lead call history and call filters.
Updated · By the Xale team
Xale platform call figures
60,000+
counsellor calls synced to leads in a single month
- 25,000+WhatsApp messages handled in a single month
- 10,000+new leads captured every month
- 150+user seats in our largest single workspace
Platform figures, September 2026. Anonymised figures from Xale workspaces, excluding demo and test accounts.
What you get
Every call on the right lead, with the recording beside it
Counselling teams live on the phone, yet managers can’t hear calls or see which leads were never called. Xale closes that gap without changing how counsellors dial.
Every call on the right lead
The Android app reads the phone’s call log and files each call on the matching lead with its direction, duration and outcome (answered, no answer, missed, rejected). It keeps doing this when the app is closed. TeleCMI calls arrive the same way, matched to the lead by phone number.
The recording beside the call
From the phone’s own recorder on Android phones, or from TeleCMI’s cloud on any phone, the audio is attached to that call. It plays from the lead’s call history on the web, with a waveform player; phone recordings also play from the mobile Dialer’s Records tab.
Call numbers managers can check
A Rankboard, a call outcomes report, unique reach and call filters. The Rankboard keeps answered calls apart from phones that only rang.
Call tracking, end to end
Why Xale is the most complete call tracking CRM for counselling teams
A call tracking CRM has to do more than store a recording. Two capture routes cover every phone your team carries, and every call, whichever route it came through, lands in the same lead call history and call filters under the same permissions. Each item below is described in detail further down this page.
SIM calls captured, with no per-minute charges
The Xale Android app reads the phone’s call log, so every ordinary SIM call is filed on the right lead with direction, duration and outcome. No telephony subscription, no new number.
Native recording on Android phones
The phone’s own dialer records the call. Xale finds the file, matches it by number and time, and attaches it to that call on the lead.
Cloud telephony on any phone
TeleCMI records calls on your business number in its cloud, whatever phone the counsellor holds, iPhone included. Unknown callers become new leads.
On-demand transcription, tuned for Malayalam–English
Press Transcribe on a recording and Xale sends it to Google Gemini, with OpenAI Whisper as the fallback. The transcript is saved on the call.
Call Analytics and call outcomes
Connect rate, incoming versus outgoing, missed, rejected and never-attended calls and talk time on the phone; speed to first call, calls per enrolment and missed calls returned on the web.
Call filters on the lead list
Filter leads by never called, missed, connected, direction, outcome, who called, talk time, call source and whether a recording exists, then work the list.
A counsellor Rankboard that never counts ringing as talk time
Six views: performance, volume and direction, connectivity, unique reach, talk time, and recovery and enrolment. A call’s outcome is checked before its duration.
A Devices page that shows which phones are capturing
Every phone running the Xale app reports its status. When one isn’t recording, the page gives one of 27 plain-language reasons and names the setting to change.
Privacy set per role
Call logging, recording and saving unknown callers as leads are separate permissions, off until an admin allows them for a role. Admin accounts are never recorded, and the server refuses audio from a role that isn’t allowed to record.
Route 1 · How it works
How native call recording works on Android (companion mode)
Xale doesn’t record the call itself. The phone’s own Phone app records it, and Xale finds the file, matches it to the call and puts it on the lead. That is companion mode.
The counsellor calls from the phone
It is an ordinary SIM call, placed from the phone’s own dialer, from the keypad in Xale’s Dialer tab, or by swiping a lead card.
The phone’s own recorder saves it
With auto call recording on in the Phone app, the dialer saves an audio file when the call ends, just as it would without Xale.
Xale finds the file in the call-recorder folder
The app looks only in call-recorder folders, using a profile for each phone brand. It skips voice memos, music and messenger voice notes.
It matches the recording to the call
The match uses the phone number (last ten digits) and the time the call ended. A file that can’t be matched yet waits for a later sync instead of landing on the wrong lead.
It uploads the recording to the lead
The call-log entry is queued a few seconds after hang-up and the recording soon after, whenever the phone has a connection.
It keeps working with the app closed
A background worker wakes when a call ends, and an hourly sweep catches anything missed. On phones that stop background apps, Xale needs Autostart and unrestricted battery use. Without them, calls sync only when the app is next opened.
Which route for which phone
Two routes, every phone covered
Route 1 is the Xale Android app: it files every SIM call from the phone’s call log on the lead and attaches the recording the phone’s own dialer makes. Route 2 is TeleCMI cloud telephony: calls on a business number, recorded in TeleCMI’s cloud on any phone, iPhone included. Run either or both in one workspace.
| Phone | Route | Recording | Setup notes |
|---|---|---|---|
| Xiaomi / Redmi / POCO (MIUI, HyperOS) | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Also allow Autostart for Xale. |
| Realme | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Set Xale’s battery use to Unrestricted. |
| Oppo (ColorOS) | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Also allow Autostart for Xale. |
| Vivo / iQOO | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Set Xale’s battery use to Unrestricted. |
| Honor | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Auto call recording on in the dialer. |
| Tecno / Infinix / itel | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Auto call recording on in the dialer. |
| Other Android phones | Route 1 · Xale Android app | The phone’s own recorder, attached by Xale | Auto call recording on in the dialer. |
| iPhone (any model) | Route 2 · TeleCMI cloud telephony | TeleCMI records the call in its cloud | Calls on the TeleCMI business number land on the lead with the recording. Counsellors work in Xale’s web app. |
| Any phone on a shared business number | Route 2 · TeleCMI cloud telephony | TeleCMI records the call in its cloud | Connect TeleCMI and calls on the business number land on the matching lead, recorded in the cloud. |
Two conditions on every Route 1 phone: auto call recording must be on in the phone’s own Phone app, and the Xale app must have the permissions it asks for, including All Files Access.
After a test call, the Devices page confirms each phone is recording.
Privacy and control
Nothing is captured until you switch it on
A counsellor’s phone is also personal, so capture is narrow by design and set per role, alongside the rest of your role-based access for branches and teams.
Off by default, per role
Call logging, recording and saving unknown callers as leads are separate permissions: Call log tap, Call recording access and Save call as lead. Each stays off until an admin turns it on under Users & Roles → Call Management.
Admins are never recorded
Accounts with admin access are never captured, whatever their settings.
Checked on the server
If a role isn’t allowed to record, the server refuses the audio before it is stored.
Only call-recorder folders
Personal voice memos and messenger voice notes are left alone.
Nothing from before setup
Recordings already on the phone before it was connected are never uploaded.
Listening follows access
Counsellors see their own calls, managers their branch, admins everyone’s. A lead’s call history is open to anyone who can open that lead.
Devices page
The Devices page shows which phones are recording, and why not
Recording from phones has more moving parts than a cloud line. Every phone running the Xale app reports its status, and the Devices page in Settings turns that report into a verdict: recording, unverified, not recording or unknown.
When a phone isn’t recording, the page gives one of 27 plain-language reasons and, where a setting is the cause, names the one to change.
Admins see every phone. Everyone else sees only their own.
- The user’s role doesn’t have Call recording access turned on.
- All Files Access is off, so the app can’t read the recorder’s files.
- A call was answered but no new recording appeared. Auto call recording is probably off in the Phone app.
- Android is stopping Xale in the background. Turn on Autostart and set battery use to Unrestricted.
- A recording was too large for the upload limit and was rejected.
Route 2 · Cloud telephony
TeleCMI cloud telephony: a business number, recorded on any phone
If students should see one company number, if you need to capture every call to an inbound enquiry line, or if counsellors carry iPhones, connect the cloud telephony provider TeleCMI. Its calls are recorded in the cloud and filed on the same leads.
- Inbound, outbound and missed calls land on the lead matched by phone number, with TeleCMI’s recording attached.
- A caller who isn’t in the CRM yet becomes a new lead.
- Map each counsellor’s TeleCMI agent ID and new leads from their calls are assigned to them. Missed calls with no agent can go to the least-loaded counsellor.
- Calls arrive by webhook and a regular sync. Xale checks your TeleCMI credentials when you connect.
What it doesn’t do: TeleCMI is the only telephony provider Xale connects to today. There is no click-to-call, IVR, call queue or live call monitoring. TeleCMI calls are not yet credited to individual counsellors, so they don’t appear in per-counsellor reports.
Compare the two
SIM call recording vs cloud telephony
Neither option is better in general. The right choice depends on the phones your team uses and the number you want students to see.
| SIM recording (Xale Android app) | Cloud telephony (TeleCMI) | |
|---|---|---|
| What you pay for | No telephony subscription. Calls use the counsellor’s SIM plan. | A TeleCMI account and its call charges, billed by TeleCMI. |
| Number students see | The number of the SIM in the counsellor’s phone. | The business number set up in TeleCMI. |
| Setup | Install the app, grant permissions, turn on the phone’s auto recording, and allow recording for the role. | Connect your TeleCMI credentials and map counsellors’ agent IDs. |
| Which phones | Android phones: call-log sync and native recording from the phone’s own dialer. | Any phone, any brand, iPhone included. Calls are captured in TeleCMI’s cloud. |
| Where recordings live | Uploaded to Xale, and played in the call history and the mobile Records tab. | Held by TeleCMI, and played from the lead’s call history. |
| Unknown callers | Become leads if the role may save calls as leads. | Become new leads automatically. |
| Per-counsellor call reports | Yes. Each call is credited to the counsellor whose phone made it. | Not yet. Calls land on the lead without a user. |
| Best for | Teams already calling students from their own Android phones. | A shared business number, an inbound enquiry line, or counsellors on iPhone. |
You can run both in one workspace. The call source filter on the lead list tells Mobile App calls apart from TeleCMI calls.
Call analytics
Call analytics for counsellors and managers
On an unanswered call, the duration is only ring time. So the Rankboard checks a call’s outcome before its duration and never counts ringing as talk time.
Call Performance Rankboard
It has six views: performance, volume and direction, connectivity, unique reach, talk time, and recovery and enrolment. An unattributed row makes the totals add up.
Call outcomes
How long new leads wait for their first call, how many calls an enrolment takes, and how many missed calls were returned.
Unique reach
How many distinct numbers your team called and reached, counted by the last ten digits, not by how many times someone dialled. The dashboard’s call widget counts a number as reached if any call to it had a duration, ring time included. For answered-only figures, use the Rankboard’s Unique reach view.
Call filters on the lead list
Filter by never called, missed, connected, direction, outcome, who called, talk time, call source and whether a recording exists.
On the phone too
The mobile Call Analytics screen shows connect rate, incoming versus outgoing calls, missed, rejected and never-attended calls, and talk time. Like the web dashboard’s call widget, it counts any call with a duration as connected, ring time included. Use the Rankboard for connect rates.
To see how every report number opens the leads behind it, read CRM reports and analytics for education teams.
Transcription
On-demand transcription, including Malayalam–English calls
Press Transcribe on a recording and Xale sends it to Google Gemini, or to OpenAI Whisper if Gemini isn’t available. Xale manages these providers for all workspaces, so there is nothing to connect. With Gemini, the prompt is tuned for calls that switch between Malayalam and English mid-sentence; Whisper transcribes without that prompt. A finished transcript is saved on the call, so reopening it doesn’t send it to the provider again.
It runs on demand, not automatically, and recordings above the provider’s file-size limit can’t be transcribed. There are no AI call summaries, sentiment or scores. More on transcription and Xale’s read-only assistant in AI CRM for education.
Consent and compliance
Tell people their calls are recorded
Recording rules depend on where you and the caller are. Xale doesn’t play a recording announcement or show a consent screen, so informing people is part of your process:
- tell students and parents that calls may be recorded;
- tell counsellors which phones capture work calls, and who can listen to them;
- give recording permissions only to the roles that need them.
This is general information, not legal advice. Follow your organisation’s policy and applicable law.
Setup
Setup checklist
- In Users & Roles → Call Management, turn on Call recording access and Call log tap for counsellor roles. Turn on Save call as lead too if you want unknown callers captured.
- Install the Xale Android app. It is distributed as an APK and updates itself from inside the app.
- Sign in and grant the permissions the app asks for, including call logs, microphone and All Files Access.
- In the phone’s own Phone app, switch on auto call recording for all calls.
- On phones that stop background apps (see the setup notes above), allow Autostart for Xale and set its battery use to Unrestricted.
- Make a test call, then check the call and its recording in the lead’s call history.
- Confirm the phone shows as recording on the Devices page.
- Tell counsellors and students that calls are recorded. For a business number, or for counsellors on iPhone, connect TeleCMI.
Frequently asked questions
Call tracking CRM: common questions
What makes Xale a call tracking CRM rather than just call recording?
Recording is one part. Xale also logs every call with direction, duration and outcome, filters the lead list by call activity, ranks counsellors on answered calls rather than ring time, reports speed to first call and missed-call recovery, transcribes recordings on demand and shows on the Devices page which phones are capturing.
Does Xale record calls on iPhone?
Yes, through TeleCMI cloud telephony. Calls on your TeleCMI business number are recorded in TeleCMI’s cloud and filed on the matching lead, whichever phone the counsellor holds, iPhone included, and iPhone users work in Xale’s web app. Call-log sync and native recording are features of the Xale Android app.
Can we use both routes in one workspace?
Yes. The Xale Android app files every SIM call on the lead with direction, duration, outcome and the phone’s own recording, and a TeleCMI business number records calls in the cloud and attaches them to the same lead. Both routes run in one workspace, and the call source filter tells Mobile App calls apart from TeleCMI calls.
Are WhatsApp calls recorded?
No. Xale works with ordinary SIM calls, which appear in the phone’s call log and are saved by its built-in recorder. WhatsApp voice and video calls are not synced or recorded.
Do we need to buy cloud telephony to record calls?
No. On Android phones, Xale uses the recording the phone’s own dialer already makes, so you need no telephony subscription and no new number. TeleCMI is there for teams that want a shared business number, an inbound line, or recording on iPhone.
Where are recordings stored, and how do we play them?
Phone recordings are uploaded to Xale and play in the lead’s call history on the web and in the mobile Dialer’s Records tab. TeleCMI recordings stay with TeleCMI and play from the same history. Access follows role and lead permissions.
Can a manager correct who made a call?
Yes. An admin or stage manager can change who made a call, for example after two counsellors swapped phones. The change is logged on the lead’s timeline.
Which languages can call transcription handle?
Transcription runs on demand through Google Gemini, with OpenAI Whisper as the fallback; Xale manages these providers for all workspaces. With Gemini, Xale uses a prompt tuned for Malayalam–English calls; Whisper runs without it. For other languages, neither is specifically tuned, so test some of your own calls first.
What happens if a counsellor’s phone stops recording?
Check the Devices page in Settings. It shows each phone’s status with a plain-language reason, such as auto call recording, All Files Access or Autostart being off.
Will old recordings on the phone be uploaded?
No. Xale picks up only recordings made after the phone was connected. Older recordings, voice memos and messenger voice notes are never uploaded.
Do we need students’ consent to record calls?
We can’t give legal advice, so follow your organisation’s policy and applicable law. Xale doesn’t play a recording announcement to callers. Telling students and counsellors that calls are recorded is part of your own process.
Related guides
- Study abroad CRM software for Indian consultanciesA ready pipeline, with one deal per university application.
- WhatsApp CRM for educationCloud API with Coexistence, or your Wati, Gallabox or UrbanChat account.
- CRM reports and analytics for education teamsClick any number, call counts included, to open the leads behind it.
- Multi-branch CRM with role-based accessRoles and branch visibility, which also control who can hear calls.
- How the Xale platform protects your dataWorkspace isolation, hourly backups and team onboarding.
- Study abroad CRMs comparedEight tools, including call recording, compared against a published method.
Put every counsellor call on the lead it belongs to.
Start with a few counsellors on the Android app and check the Devices page after a test call. Connect TeleCMI for a business number, or for counsellors on iPhone.