Call reporting across two phone systems and the CRM

The Challenge

A large share of the talk time ran through CommPeak, which Unitalk's own reports cannot see at all — so anything built on the dialer missed those calls entirely. CommPeak also records how long an attempt lasted rather than how long a conversation did, so call duration alone overstated real talk time. And CommPeak calls never raised the CRM's call event, which meant the workflows closing follow-up tasks quietly skipped every one of them.

The Solution

• Talk time per operator reconciled between Unitalk's statistics and the calls logged in HubSpot, matched on the operator's SIP number. A call counts as a conversation on its outcome, not on its length
• Day boundaries aligned: the dialer counts days in Mexico time, so the CRM window is shifted to match — otherwise every daily total drifts
• A missed-call report showing which new contacts went unreached on the first, second and third attempt
• An operator time-tracker published as a page inside HubSpot. The data refreshes every night, the page loads it when opened, and it sits behind a password with search indexing off. The phone provider's API key never reaches a browser, and opening the report does not spend the shared rate limit
• A single Unitalk API client that every job goes through, because the provider limits requests per IP address rather than per script
• Before changing any workflow, proof from three independent directions that CommPeak calls were bypassing the task automation

The Result

Call activity is read from one place, with both phone systems in it, and the team knows which figures to trust. The reports live inside the CRM they already open every day rather than in another tool.