Working with Telephony

Working with Telephony

Make Calls

Outbound calls can be made from records available in Leads, Contacts and Accounts modules in Zoho CRM. Please note that, if you have configured Ringio, the option to use the keypad, mute and hold will not be available.

To make an outbound call

  1. Click a [Module] tab.
  2. Click on a record from the list.
  3. In the Record Details page, click the Telephone Icon next to the phone number.
    The call will be initiated with a pop-up screen having a business card view of the record.

Options

Call Reminder

Get reminded of the call that you need to make. In the middle of something? Drafting an email or in a discussion or on another call that extented for a few more minutes? Snooze the reminder and call later.

Business Card View Details

Take a quick glance at the essential details that are pulled from the business card view of the record.

Call Description and Follow-up Activity

Enter a call description during the call and also after you hang up. The description entered will automatically be updated in the Description field of the Call under the Call Information section in the Activities module. Also, add a follow-up task, create an event, or call right after the call and assign it to the sales rep.

Log Calls

After inbound and outbound call, they are automatically logged.

For Avaya, Elastix and Asterix

Note:

  • If a user is part of only one Zoho PhoneBridge Group and the 'NO PREFIX' option is chosen, then the Make the call pop-up will not be shown before making the outbound call. The contact/leads's number will be instantly dialed.
    The Make the Call popup window displays the following fields:
Field Description
Extn Code

This field displays the user's PBX Extension Number from which the outgoing call is made.

If a user is a part of more than one PhoneBridge Group:

  • One of the user's extension numbers can be set as the default extension number in any of the PhoneBridge Groups that the user is a part of.
  • All outgoing calls are made from this Extension Number.
  • In this case, the Extn code field will display only the default Extension Number.
  • If none of the user's Extension numbers are set as default, then the Extn code field will display a picklist with the available Extension numbers of the user. The user can choose one of the numbers from which the outgoing call will be made.
Dial Code

This field displays the code that will be prefixed to the outbound number.

  • If a Default Dialcode is chosen for a user in the Users and Extensions section, the Dial code field displays the default code chosen.
  • If the option 'None' is chosen as a user's Default Dialcode, then, this field will display a picklist with the PBX dialcodes available. Before making the outgoing call, the user can choose the number to be prefixed to the contact/lead's telephone number.
  • If the option 'NO PREFIX' is chosen for the Default Dialcode, then the contact/lead's number will be dialed as specified in the record details page.
PBX Type This field displays the PBX type from which the outbound call is made.
Phone This field displays the telephone number of the contact/lead.

Receive Calls

When you receive calls, Zoho CRM pulls out the details of the customer who is calling and displays details from the record's business card view.

Options

Business Card View Details

Take a quick glance at the essential details that are pulled from the Business Card View of the record. In case of callers whose details you do not have in the CRM database, you can always add them as a contact after the call.

Call Description and Follow-up Activity

Enter a call description during the call and also after you have completed the call. The description entered will automatically be updated in the Description field of the Call under the Call Information section in the Activities module. Also add a follow-up task, create an event or call right after the call and assign it to the sales rep.

Log Calls

All incoming and outgoing calls are automatically logged in the Activities module.

To view call logs

  1. Click the Activities module.
  2. Select the All Calls list view.
  3. Click on any desired record to view the call details.

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