What is Zoho CRM Telephony Integration?
Zoho CRM Telephony Integration is an integration that connects a Lead or Contact record to your phone system. This allows you to do a number of actions:
- Click on a contact’s phone number to make a phone call
- Screen pop a contacts record when a phone call is received
- Assign notes, follow up call or task after a call
- Record the date and time of a call against a contacts record
Making a call from Zoho CRM
Where you have a green phone handset click to dial that particular number.
Receiving A Call
When a contact calls you, your browser rings to alert you to a call plus you get a screen pop to show who the call is from. The screen pop is hyperlinked so that you can click and be taken to the Contact’s record. If the User is busy or unavailable, a pre-recorded message can be played to the person making the call.
During A Call
During a call the screen pop changes so that you can add notes during the call. You also have the option to click the Contact Name or Account to bring up the relevant records.
End Of Call
When the call is finished, the screen pop changes so that you can set a follow up call or task. It also allows you to finish off call notes.
Call History
When the call is finished, the details are added to the Contacts record so that you have history of calls made / received.
Call Routing
Calls to a specific phone number can be assigned to a particular User or group of Users. Alternatively you can build your own IVR (Interactive Voice Response). IVR is used to offer the person dialing a number set options – Dial 1 for Sales, 2 for Accounts, 3 for After sales support – for example.