Can I make a booking on my portal for a customer who calls me on the phone?

Yes, you can. Your portal has an agent side as well as the public side, so when a customer rings you, you sign in and run the same search they would have run at home, then book it in their name. The prices, the fare rules and the availability are the same either way, because the search is going out to the same suppliers.

The real difference is payment. On a phone booking the customer is not sitting in front of the screen to type in their card details, so you either pay from your own agency balance and collect from them separately, or you send them a secure payment link and complete the booking once it has gone through. Which of those two you can use depends on the payment methods enabled on your plan, so it is worth checking that before you promise a customer anything.

Take extra care with the passenger details. A name written down over the phone is the most common reason a ticket has to be corrected later. Ask the customer to read the name out exactly as it appears in the passport, and confirm the date of birth and the contact email before you issue, because some airlines and hotels charge for a change afterwards and a few will not allow one at all.

Once it is booked, a phone booking sits in the same list as one a customer made themselves, and the confirmation still goes out under your own company name, so there is nothing extra for you to do. If most of your business comes in by phone, have a look at the agent booking screen with your team so they are comfortable working there rather than in the customer view.