Vtiger Phone Calls Integration with Asterisk Vtiger Phone Calls Integration with Knowlarity Vtiger Phone Calls Integration with Telzio Vtiger Phone Calls Integration with Exotel Vtiger Phone Calls Integration with Plivo Vtiger Phone Calls Integration with Twilio Vtiger Phone Calls Integration with Ozonetel Vtiger Phone Calls Integration with VICIdial Vtiger Phone Calls Integration with 3CX Vtiger Phone Calls Integration with Tata Tele Services ICS SMS Integration Ozonetel CCaaS Integration with Vtiger CRM

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.

Duocom Integration with Vtiger

Integrating Duocom with Vtiger CRM’s Phone Calls module enables users to make and receive calls directly within the CRM platform. This integration helps streamline call management, maintain detailed call records, and improve customer communication efficiency.

With Vtiger CRM, users can also automate follow-ups, track call activities, and manage customer interactions from a centralized interface

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.

Benefits

The benefits of using the Duocom integration with Vtiger are:

• Make and receive calls directly from within Vtiger CRM.
• Automatically log incoming and outgoing calls for future reference.
• View call history and customer information from a single interface.
• Reduce manual effort by eliminating the need to switch between multiple applications
• Maintain a centralized record of call activities and interactions for better tracking and follow-ups.

In this article, you will learn about:

• The requirements for configuring Duocom
• Sharing your phone system's IVR flow with Duocom
• Setting up Phone Calls with Duocom
• Configuring Vtiger settings in Duocom My Web Office
• Making calls using Duocom
• Viewing phone call logs
• Phone call status values

Key Terminology

​​​​​Sharing Your Phone System IVR Flow with Duocom

Before configuring Vtiger CRM, you must provide your phone system's Interactive Voice Response (IVR) flow to the telephony service provider (Duocom). This helps Duocom understand how incoming calls should be handled and ensures that the telephony integration is configured correctly.

The IVR flow should clearly describe the complete call-routing process, including:

• The main business phone number(s).
• The welcome greeting or recorded message played to callers.
• The IVR menu options (for example, Press 1 for Sales, Press 2 for Support).
• The departments or teams associated with each menu option.
• The destination of each call after a selection is made.
• Any call queues, extensions, or agent groups involved.
• Business hours and after-hours call routing, if applicable.
• Voicemail or fallback routing rules for unanswered calls.

For example:

• Caller dials +1 234 567 8900.
• A welcome message is played.
• Press 1 for Sales - Route to the Sales queue.
• Press 2 for Support - Route to the Support queue.
• Press 3 for Billing - Route to the Billing team.
• If no agent is available, forward the call to voicemail.

Once Duocom has the IVR flow details, they can configure the telephony system to ensure that incoming calls are routed correctly and integrated seamlessly with Vtiger CRM.

Integrating Vtiger CRM with Duocom

Integrating Vtiger CRM with Duocom requires you to do the following:

• Step 1: Signing up for Duocom
• Step 2: Installing the Phone Calls module in Vtiger
• Step 3: Configuring your Duocom Credentials in Vtiger
• Step 4: Configuring the Extension Number

Note: Keep both the Duocom and Vtiger CRM screens open in separate tabs or windows, as you will need to switch between them during the configuration process. 

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

Follow these simple steps to install the module:

1. Log in to the CRM.
2. Click the User Menu in the top right corner of the screen
3. Click Settings. The Settings page opens.
4. Scroll down to the Extensions section
5. Click Add-ons. The Add-ons page opens.
6. Search Phone Calls.
7. Click Install.

After the module is installed, a success message will appear. You can then access the Phone Calls module from the main Menu > Conversations. 

Step 3: Configuring your Duocom credentials in Vtiger

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

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials. 
4. Click the Phone Calls module in Conversations.
5. Click Customize and select Phone Configuration.
6. Click Add Gateway. 

 

6. Enter or select the following details:
   1. Select the Generic option from the drop-down.
   2. Gateway Status: To make/receive calls via this gateway, mark the Gateway Status as Active
   3. Default Gateway: To make this your default gateway for Click-to-Call, select Yes from the drop-down.
   4. Vtiger Secret Key: A unique key generated for authentication, which has to be added to the configuration of your My Office Web console.
   5. Enable Outgoing Calls: Select this option to display the outgoing calls configuration box just below.
7. Enter or select the following details in the Outgoing Call Details section:
   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 the request header

Duocom will now be added as a phone call gateway in Vtiger.

Step 4: Configuring 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.

Follow these steps to configure the extension number in Vtiger CRM:

1. Log in to the CRM.
2. Click the User Menu in the top-right corner of the screen.
3. Click My Preferences. The My Preferences page opens.
4. Configure the office phone number in the following format: [Switchboard number].[extension], for example, 912345678.1

Note: Each user will have different extensions configured for them. For example, consider configuring the office number for Arjun Varma and Liam Mason.

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

Configuring Vtiger settings in Duocom My Web Office

To connect Duocom with Vtiger CRM, you need to activate Vtiger in My Office Web. This setup helps both systems communicate with each other so that calls and customer details are properly linked and stored in the CRM. It ensures that all incoming calls and activities are automatically tracked in Vtiger, making communication easier and more organized.

Follow these steps to activate the use of Vtiger in My Office Web:

1. Log in to Duocom.
2. Click on Virtual Office.
3. Click Switchboard.
4. From the right panel, click CRM and choose Vtiger CRM.
5. Enter or select the following details:
   1. Vtiger Secret Key: This value is displayed when you configure telephony and create a new gateway in Vtiger CRM. 
   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 to send incoming calls. 
6. Click Save.

Duocom has been configured successfully and will now appear in the Service Providers list. 

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

Making Calls using Duocom

You can place calls using Duocom from supported records in Vtiger CRM, such as Contacts, Leads, and Organizations, by clicking the Phone Call icon. 

For this example, we will use the Contacts module. 

Follow these steps to place a call using Duocom:

1. Log in to the CRM.
2. Go to the main Menu.
3. Click Essentials > Contacts. The Contacts List View opens.
4. Hover over the Contact record for which you want to make a call.
5. Click the Phone icon to place the call.
6. Select Duocom from the list of service providers.

The call will be placed to the selected Contact through Duocom, and the call details will be recorded in the Phone Calls module.

Displaying Duocom Records

You can view all Duocom records in the Phone Calls List View. 

Follow these steps to view the record details:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Essentials.
4. Click Conversations.
5. Click Phone Calls. The Phone Calls module opens.
6. Select Duocom in the Gateway field to view Phone Calls records with Duocom as the service provider.
7. Click on a record to view its details.

The Details View displays call status, customer number, duration, gateway, voicemail transcript, and all the related Phone Calls information.

Phone Call Logs

Incoming and outgoing calls are logged in the CRM and are available in the Phone Calls module (main Menu > Essentials > Phone Calls). You can view the following details on this screen:

• Call status, customer number, which agent or rep handled the call (mentioned in Handled By and Assigned To fields), call duration, etc., call duration, etc.
• Details for each call can be seen when you open the call record, such as -
  • Links to the voice recording
  • Call notes
  • Call transfer details
  • Call direction, etc.

You can create a list of all your phone calls, such as missed calls, completed calls, etc., from the List View. 

To learn more about creating a list,  click here.

Phone Call Status Values

Call status values define the status of the calls being handled. You can see the following call statuses in the CRM:

• Ringing: For inbound calls, before the call is routed.
• In progress: For inbound calls, after an agent or a rep picks up the call. For outbound calls, when a rep initiates a call.
• Completed: For inbound and outbound calls, after a call is completed.
• Voicemail: For inbound calls, if a call goes to voicemail.
• Hang-up: For inbound calls, if a customer hangs up the call before it is routed to a rep.
• No-answer: For an outbound call, when it is not answered and there is no voicemail.

References

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