Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

The Phone Calls module in Vtiger lets you integrate with different service providers and lets you:

• Make and receive calls from the CRM.
• Track, manage, and log every phone call with your leads, customers, and team members—ensuring no critical conversation slips through the cracks.  
• Create records for every phone call made or received.
• Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, and many more

The Phone Calls module lets you connect to other hosted telephony services such as  ViciDial and Knowlarity.
Integration of Duocom with Vtiger CRM.

Duocom Integration with Vtiger

Integrating Ducom with Vtiger's Phone Calls module allows you to make and receive calls seamlessly within the CRM platform. With Vtiger's comprehensive CRM capabilities, you can streamline call management, automate follow-ups, and maintain detailed call logs

Requirements

To integrate Ducom with Vtiger you need to:

• Have an active Duocom account. If you do not have an account, you must sign up with Ducom and create one.
• Provide your Duocom credentials during the configuration process in Vtiger.
• Install Vtiger’s Phone Calls module. 
• Integrate your Duocom phone number with the Phone Calls module in Vtiger.

Before configuring Vtiger you have to explain the IVR flow of your phone system to the Telephony service provider (Duocom) to ensure proper setup.

Setting up Phone calls with Duocom

Step 1: Signing up for Duocom

To use the Phone Calls module with Duocom, set up your Duocom account and configure Call Flow according to your business process.

Step 2: Installing the Phone Calls module in Vtiger

The Phone Calls module is not readily available in Vtiger. It has to be installed manually to get started with the module. Follow these simple steps to install the module.

1. Login to the CRM.
2. Click the User Menu on the top right corner of the screen
3. Click on Settings
4. Scroll down to the Extensions section
5. Click Extension Store
6. Locate Phone Calls.
7. Click Install.

Step 3: Configuring your Duocom credentials in Vtiger

After registering with Duocom, follow these steps to configure Duom as a gateway in Vtiger CRM:

1. Click on the Main Menu.
2. Click on Essentials. 
3. Click on the Phone Calls module in Conversations.
4. Click Customize and select Phone Configuration.
5. Click Add Gateway. 

6. Select the Generic option from the drop-down and fill in all the necessary information.
7. Gateway Status: To make/receive calls via this gateway, mark the Gateway Status as Active
8. Default Gateway: To make this your default gateway for Click-to-Call, select Yes from the drop-down.
9. Vtiger Secret Key: A unique key generated for authentication, which has to be added to the configuration of your My Office Web console.
10. Enable Outgoing Calls: Select this option to display the outgoing calls configuration box just below.
11. In the Outgoing Call Details section, enter the following details:
    1. URL to Notify: POST https://scgi.duocom.es/cgi-bin/telefacil2/makecall
    2. Content type: FORM
    3. Authorization type: No authorization
    4. Parameters: Do not add any parameters
    5. Note: Vtiger passes 3 parameters by default, to the configured endpoint:
       1. to - customer’s phone number
       2. from - user’s office phone (mandatory field in My preference)
       3. vtiger-secret - this parameter is passed in request headers

Step 4: Configure the extension number for each user

For each user who is allowed to handle incoming and outgoing calls from the CRM, the extension number should be configured in the User preferences page.

1. Open My Preferences.
2. Configure Office Phone number in the following format - [Switchboard number].[extension] for example, 912345678.1

• [email protected] - Office Number = 912345678.1
• [email protected] - Office Number = 912345678.2

Configuring Vtiger settings in My Web office

To activate the use of Vtiger in My Office Web follow these steps:

1. Login to Duocom.
2. Click on Virtual Office.
3. Click Switchboard.
4. On the right side, click on CRM and select Vtiger CRM.
5. Enter details and save.
   1. Vtiger Secret Key : This value appears when you configure telephony in Vtiger, when you create a new gateway.
   2. Vtiger Instance URL : This is the URL of your company’s CRM. When you access Vtiger with your login data you can see that the url appears something like yourcompany.vtiger.com . We need this value to know where we send incoming calls.

For more information, please visit - https://www.mioficinaweb.es/wiki/index.php/Vtiger#
 

References

• Phone Calls Module Overview
• Built-in Phone Dialer in CRM with Plivo and Twilio
• ​​​Plivo
• Exotel
• Asterisk
• Telzio
• Knowlarity
• ViciDial