Integrate Asterisk, Avaya or Elastix with Zoho CRM

Integrate Asterisk, Avaya or Elastix with Zoho CRM

For each of these PBX system, Avaya, Asterisk and Elastix, you need to download the corresponding adapter and integrate it with Zoho CRM. The PBX systems supported are: Asterisk 1.4, Avaya and Elastix 1.6.

System Requirements

  • A Linux Operating System. Both, your Operating System and your PBX system must be running in the same local network.
  • JDK 1.7.x must be installed in the system in which you will be installing the Zoho PhoneBridge Adapter.

Download and Integrate Asterisk with Zoho CRM

To download and configure Zoho PhoneBridge for Asterisk

  1. Go to Setup > Channels > Telephony.
  2. In the Zoho PhoneBridge page, choose Asterisk as the telephony provider from the drop-down list.
  3. Click to download the Asterisk 1.4 Adapter from the Download PBX Adapter section.
  4. Extract the .zip file and save it in the machine in which you want to run the PBX adapter.
  5. Edit the "Zoho/ztiadapter/conf/zti.properties" file and configure the PhoneBridge Token.
  6. Edit the "Zoho/ztiadapter/teleadapters/asterisk14/conf/asterisk14.properties" file and configure the PBX details.
  7. Run the nohup sh run.sh & command inside the zoho/ztiadapter/bin directory.
    Your Zoho PhoneBridge service for Asterisk will be started.

Download and Integrate Avaya with Zoho CRM

To download and configure Zoho PhoneBridge for Avaya

  1. Go to Setup > Channels > Telephony.
  2. In the Zoho PhoneBridge page, choose Avaya as the telephony provider from the drop-down list.
  3. Click to download the Avaya Adapter from the Download PBX Adapter section.
  4. Extract the .zip file and save it in the machine that you want to run the PBX adapter.
  5. Download jtapi-sdk-5.2.0.454.zip file from the Avaya site.
    URL: http://www.devconnectprogram.com/fileMedia/download/e826f3e3-c48c-4cd5-b07e-d7e5df2c0e8a
    Please note that you need to be logged in to Avaya DevConnect to download the file.
  6. Extract this zip file and copy jtapi-sdk-5.2.0.454/lib/ecsjtapia.jar file to "Zoho/ztiadapter/teleadapters/avaya/lib/" folder.
  7. Edit the "Zoho/ztiadapter/conf/zti.properties" file and configure the PhoneBridge Token. See Also Generate PhoneBridge Token (This generated token should be configured in 'authtoken' variable in this properties file.)
  8. Edit the "Zoho/ztiadapter/teleadapters/avaya/conf/avaya.properties" file and configure the PBX details. (You have to specify the Avaya AES server IP address, AES username and AES password for the variables avaya.server, avaya.manager.username & avaya.manager.password respectively in this properties file.)
  9. From the command prompt or console, go to zoho/ztiadapter/bin directory. Make sure that the run.sh file is available in the directory.
  10. Run the nohup sh run.sh & command inside the zoho/ztiadapter/bin directory to start the adapter. Your Zoho PhoneBridge service for Avaya will be started.

Download and Integrate Elastix with Zoho CRM

To download and configure Zoho PhoneBridge for Elastix

  1. Go to Setup > Channels > Telephony.
  2. In the Zoho PhoneBridge page, choose Elastix as the telephony provider from the drop-down list.
  3. click to download the Elastix 1.6 Adapter from the Download PBX Adapter section.
  4. Extract the .zip file and save it in the machine that you want to run the PBX adapter.
  5. Edit the "Zoho/ztiadapter/conf/zti.properties" file and configure the PhoneBridge Token.
  6. Edit the "Zoho/ztiadapter/teleadapters/elastix16/conf/elastix16.properties" file and configure the PBX details.
  7. Run the nohup sh run.sh & command inside the zoho/ztiadapter/bin directory.
    Your Zoho PhoneBridge service for Elastix will be started.

Create PhoneBridge Groups

To implement Zoho PhoneBridge for your organization, you must create the Zoho PhoneBridge groups and add users to the groups. A separate group has to be created for each PBX system. Each group has to be associated with a user, who becomes the Group Identification User for that particular Zoho PhoneBridge Group.

PBX Dial Code Formats

Scenario 1

If you have to dial '1000' before making Long Distance Calls and '9' before making local calls, the PBX Dial Code to be entered is: LONGDIS:1000;LOCAL:9

Scenario 2

You have Sales Groups divided by region (Europe, Africa, etc.). The number to be dialed before making calls to the Europe region is 1500 and Africa is 00. The PBX Dial code is to be specified as follows: EUROPE:1500;AFRICA:00

Note:

  • The value for DESTINATION is only for the user's reference and can contain any text.

To create a Zoho PhoneBridge group

  1. Log in to Zoho CRM with Administrator privileges.
  2. Go to Setup > Channels > Telephony.
  3. In the Zoho PhoneBridge page, choose the required Telephony provider (avaya, asterisk or elastix) and click Continue.
  4. In the Set up Zoho PhoneBridge Groups page, specify the details.(Refer to the table below).
  5. Click Save.

Important Notes

  • You have to create a separate Zoho PhoneBridge Group for every PBX System.
  • You can create any number of Zoho PhoneBridge Groups in your CRM account.
  • The Group Identification User can be either a Standard user or a user with Administrative privileges.

Zoho defined standard fields for Zoho PhoneBridge (on-premise PBX)

Fields Details Field Type
PhoneBridge Name Enter a name for the Zoho PhoneBridge Group Text box
Group Identification User Choose a user from the list. Picklist
Associate CRM Group Choose an already existing CRM group to be associated with the Zoho PhoneBridge Group. All users of the selected CRM Group, with the Zoho PhoneBridge license enabled, will be part of the Zoho PhoneBridge Group.
 

Note: The CRM Group creation feature is available only in the Enterprise Edition. For Professional and Free Editions, the field value will be displayed as "None".

 Picklist
PBX Type Select the type of PBX system from the list. The PBX systems supported are: Asterisk 1.6, Avaya and Elastix 1.4. Picklist
PBX Dialcode Specify the PBX dialcode for the PBX system.
This is the prefix that will be added to a telephone number while making outgoing calls. The pattern to be followed is DESTINATION:CODE. For examples, see PBX Dialcode Formats.		 Text box
User Name Choose a user to add to the Zoho PhoneBridge Group. You can add additional users by clicking Add Group Users. Picklist
User Extension Specify the PBX extension number of the user. Text box
Set as Default? Enable this field if the user's PBX extension number has to be considered as the default number while making outgoing calls. This is useful when a user is part of more than one Zoho PhoneBridge Group.

Consider the scenario:
User 1 is part of two PhoneBridge Groups X and Y, and the Extension numbers specified in the PhoneBridge groups for the user are '1234' and '5678', respectively. If all outgoing calls have to be made from the Extension Number '1234', then, the Set as Default? field has to be checked against the extension number of user 1 in the PhoneBridge Group 'A		 Checkbox
Default Dialcode

Choose a default dialcode option for outgoing calls. This list will display the options specified in the PBX Dialcode field. The option chosen will be prefixed to the contact's telephone number before dialling from Zoho CRM.

  • If 'NOPREFIX' is chosen, the telephone number will be dialed as specified in the contact's record.
  • If 'None' is chosen, you can choose the PBX Dialcode before making the outgoing call. A screen pop-up with available options will be shown.
 Picklist

FAQ

1. What are the PBX systems supported by Zoho PhoneBridge?

2. Why am I not able to generate the PhoneBridge Token?

3. Can I be the Group Identification User for more than one PhoneBridge Group?

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