Google PlayApp StoreMalapit na
LumaKol
Pag-aayos ng problema

Calls not syncing on Android? Fix it step by step

A call is missing from LumaKol, the outcome prompt never came, or a recording was not matched to its call. Work through these checks in order; most fixes take a minute.

6 minAndroidAgent
Bago ka magsimula
  • The LumaKol Android app, signed in on the phone you call from
  • The phone in your hand, unlocked
Man in glasses checking his phone at an office desk with a laptop
  1. 1

    Open Setup health in Diagnostics

    Open More → Diagnostics. The score at the top counts the four checks calls need: Phone and calls, Call log, Work SIM and Notifications. Battery optimisation and Show over other apps are listed under them; they are optional, so they do not lower the score, but on phones that close apps in the background they matter. Each row shows OK or Fix. Tap a row marked Fix and the app asks for that permission or opens the setting. Without the call log permission no call is captured at all.

    LumaKol Diagnostics screen with a 100% setup health score and every permission row marked OK
    More → Diagnostics
  2. 2

    Check the call was on the work SIM and to a lead

    On a dual-SIM phone, LumaKol captures calls on the work SIM only and never reads the other SIM. A call to a number that is not a lead is not logged either. The one exception is an incoming call from a new number when your workspace turns calls from new numbers into leads; outgoing calls to numbers that are not leads are never logged. If the wrong SIM is set, change it in More → Calling → Work SIM.

  3. 3

    See what is waiting, then tap Sync now

    The Sync section of Diagnostics shows Calls waiting and Changes waiting, and Last sync shows when the phone last reached LumaKol. Calls and outcomes are saved on the phone first and go up as soon as there is a connection, so a call made with no signal is not lost. Tap Sync now to send what is waiting. The cloud button beside the bell on Home shows the same: a number when changes are waiting, a crossed-out cloud when the phone is offline or sync has a problem (tap it to see why), and a tick when everything is up to date.

  4. 4

    Stop the phone from closing LumaKol

    When a call ends, Android tells LumaKol, which reads the new call log entry, matches it to the lead and asks for the outcome. Phones that save battery hard close apps in the background, so that signal never reaches the app. In Diagnostics, tap Battery optimisation and set LumaKol so it is not optimised. Then follow the guide for your phone brand, which covers the brand’s own extra settings:

    • Xiaomi, Redmi and POCO (HyperOS and MIUI): autostart, battery saver set to No restrictions, and locking the app in recent apps
    • Samsung (One UI): unrestricted battery use and Never sleeping apps
    • realme, OPPO and OnePlus (realme UI, ColorOS, OxygenOS): Allow background activity, auto launch and locking the app
    • vivo and iQOO (Funtouch OS, OriginOS): high background power use, autostart and locking the app
    • TECNO, Infinix and itel (HiOS, XOS, itel OS): auto-start, power saving and locking the app
    • Motorola: unrestricted battery use and the model’s background app setting
    • Google Pixel: unrestricted battery use
    1. Call ends
      on the work SIM
    2. Call log read
      needs the app running
    3. Matched to the lead
    4. Outcome prompt
    5. Synced
    What happens after each call
  5. 5

    Know that late is not lost

    If the phone stopped LumaKol, the calls are still in the phone’s call log. The app picks them up the next time it runs: when you open it, after the phone restarts, and in a background check about every 30 minutes when Android allows it. Only the outcome prompt arrives late. Recordings are not lost either: when LumaKol next runs, it still finds the file your dialer saved for the call.

    Tip: A caller who opens LumaKol at the start of each day never loses a call, even on the strictest phone.
  6. 6

    If a recording is not matched

    LumaKol never records calls itself. It matches the file your phone’s dialer saved, so the dialer must be set to record calls and must save them as audio files on the phone. Then check the switch in More → Calling → Sync dialer recordings. With it on, each call in the Calls tab shows whether its recording was found and saved, or is on the phone only because Google Drive is not connected, with a Connect Drive button. If sync is off, or LumaKol cannot see the dialer’s recordings (allow Music and audio), the outcome screen says so after a connected call. Recordings waiting on the phone are saved once Drive is connected. A call that did not connect has nothing to record, and the file’s length has to match the call’s.

    • No recording found: open More → Calling → Recordings folder and choose the folder that holds the recording files themselves, because LumaKol does not look inside folders within it (your brand guide says where to look).
    • Phones that use the Google Phone app as their dialer, such as Pixel and Motorola phones, keep its recordings inside the Phone app, not as files other apps can open, so LumaKol cannot match them.
    Does your dialer save each recording as an audio file on the phone?
    LumaKol can match it
    Within 24 hours of the call
    Nothing to match
    The call and outcome still sync
    Recordings come from the phone’s own dialer
  7. 7

    Still stuck? Redo setup or write to support

    Redo setup at the bottom of Diagnostics walks you through the setup steps again. If calls still go missing, open More → Help & support → Write to support. Your workspace, account and app version are attached for you, so describe the call that is missing and when you made it.

Ano ang mayroon ka sa dulo

  • Every required permission marked OK in Diagnostics
  • Nothing left in Calls waiting
  • The phone no longer closing LumaKol in the background
  • Recordings matched to calls where your dialer saves them as files

Mga karaniwang tanong

Does LumaKol need to stay open on the screen?+

No. It only needs to be allowed to run in the background. The settings in this guide and the brand guides stop the phone from closing it while you are not looking at it.

Will these settings drain my battery?+

LumaKol works when a call ends or something changes, plus a quick look at the call log about every 30 minutes. It does not sync on a timer, so letting it run in the background costs little battery.

Kaugnay

Simulan ang libreng trial
Nahihirapan pa rin?

Sumulat sa support — sinasagot ng isang tao ang bawat mensahe sa loob ng isang business day.

Kontakin ang support

Mga kaugnay na gabay

Hand holding an Android phone with the quick settings panel open over a wooden deskKeep calls syncing on Xiaomi, Redmi and POCOHyperOS and MIUI close background apps to save battery. Turn on autostart, set battery saver to No restrictions and lock LumaKol so every call logs.5 minAndroidAgentPerson holding an Android phone whose lock screen shows the battery chargingKeep calls syncing and recordings matched on SamsungOn One UI, give LumaKol unrestricted battery use, add it to Never sleeping apps and turn on the Samsung Phone app’s call recording so recordings are matched to calls.5 minAndroidAgentHand holding a teal Android phone in front of blue lightKeep calls syncing on realme, OPPO and OnePlusrealme UI, ColorOS and OxygenOS pause apps in the background. Allow background activity, lock LumaKol in recent tasks and check how your dialer records calls.5 minAndroidAgentHand holding a white vivo phone with a large round camera moduleKeep calls syncing on vivo and iQOOFuntouch OS and OriginOS close apps that use power in the background. Let LumaKol run in the background, lock it in recent apps and turn on call recording.5 minAndroidAgentHand holding an Infinix phone showing its home screenKeep calls syncing on TECNO, Infinix and itelHiOS, XOS and itel OS stop apps in the background to save power. Allow auto-start, keep power saving off LumaKol and turn on the dialer’s call recording.5 minAndroidAgentHand holding a grey Motorola phone with four rear camerasKeep calls syncing on Motorola phonesMotorola phones use Google’s Phone app, so LumaKol cannot match call recordings. Let LumaKol run in the background and every call and outcome still syncs.4 minAndroidAgentHand holding an Android phone showing the lock screen and Google appsKeep calls syncing on Pixel and the Google Phone appOn a Pixel, or any phone whose dialer is Google’s Phone app, set LumaKol to Unrestricted. Recordings stay inside the Phone app, so LumaKol cannot match them.4 minAndroidAgentAgent smiling at his phone while setting up an app at his deskInstall the Android app and set up your work SIMSign in with the same mobile number, walk through the permission steps, pick the SIM you call from, and let the app start capturing.6 minAndroidAgent

Bigyan ang iyong team ng CRM na kumukuha ng bawat tawag

I-set up ang iyong workspace at simulang itala ang mga tawag sa araw ding iyon.

Simulan ang 14-araw na libreng trialMag-book ng demo
  • Hindi kailangan ng card
  • Libre ang hanggang 3 admin na hindi tumatawag
  • Mga tawag mula sa sarili mong SIM
Hanapin ang LumaKol sa