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 more.

The Phone Calls module lets you connect to other hosted telephony services such as Twilio, ViciDial, Knowlarity, Exotel, and Asterisk ver. 1.4 and 1.6 (without Vtiger Connector) and Asterisk ver. 1.8 - 11 (with Vtiger Connector)

Integration with Telzio

Telzio is a modern cloud-based telecommunication platform that simplifies business communication with VoIP, messaging, and advanced call management tools

Integrating Telzio 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. This integration:

• Supports simultaneous call routing to multiple agents.
• Lets you use Vtiger CRM’s Phone Call module features such as -
  • Incoming calls
  • Outgoing calls
  • Call notes
  • Customer sentiments
  • Call recordings

Requirements

To integrate Telzio with Vtiger you need to:

• Have an active Duocom account. If you do not have an account, you must sign up with Telzio and create one.
• Provide your Telzio credentials during the configuration process in Vtiger.
• Install Vtiger’s Phone Calls module. 
• Integrate your Telzio 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 (Telzio) to ensure proper setup.

Other Telephony Gateways in Vtiger CRM

Vtiger’s Phone Calls module integrates with the following telephony gateways: 

• Asterisk
• Knowlarity
• Plivo
• Twilio
• ViciDial
• Exotel

Benefits of Telzio Integration 

Let’s look at some of the benefits of integrating phone calls with Telzio:

• Consolidates communication channels into a single platform for voice calls, messaging, and voicemail.
• Adjust communication for growth with added lines, international numbers, and custom phone menus, catering to various sizes and needs.
• Telzio integrates with other systems to automate processes like creating tickets from missed calls or logging call data into customer records.
• Offers flexible call routing, voicemail management, and automated attendants.
• Integrates with a variety of third-party tools and applications, allowing businesses to enhance their customer interaction experience.

 In this article, you will learn about:

• Installing Phone calls module
• Configuring Telzio in Vtiger CRM
• Troubleshooting common issues in Telzio

Installing Phone Calls

To use the Phone Calls module, you must first install it from the Extension Store. You can access the Extension Store and install the module only if you are an Admin user. 

Follow these steps to install Phone Calls:

1. Log in to your CRM account.
2. Click the User Menu on the top right corner of the screen.
3. Click Settings. 
4. Look for the Extensions section.
5. Select Extension Store.
6. Search for Phone Calls using the search bar.
7. Click Install.

After you install the module, you can see it under Main Menu > Essentials > Conversations.

Configuring Telzio in Vtiger CRM

Step 1: Signing up for Telzio

In order to use the Phone Calls module with Telzio, your company has to first sign up for an account with Telzio and setup the Call Flow.

Step 2: Configure your Telzio credentials in Vtiger

After registering with Telzio, you will be provided with API key and secret value. Follow these steps to configure Telzio in Vtiger CRM.

1. Log in to your CRM account.
2. Click the User Menu on the top right corner of the screen.
3. Click Settings.
4. Click Extensions.
5. Click Phone Calls.
6. Click Edit icon on the top right.
7. Select Telzio from the dropdown.
   
8. Enter API key and API secret. (you will find them under Telzio > Integrations > Vtiger> Install).
9. Click Save button.

Note: You can set the merge tags (fields) for the Case/Opportunity creation from Incoming Call Pop-up.

Step 3: 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 the user number in Telzio Extension field under “Phone Configuration” block. (You can find the Extension number from Telzio > Users > EXT)
3. If Users are using their mobile numbers, then configure the user number in Vtiger under ‘Telzio Extension’ in the following format
   [+][Country_Code][Phone_Number]
   Ex: +91xxxxxxxx94

Step 4: Configure Vtiger Settings in Telzio

Follow these steps to connect Telzio and Vtiger.

1. Login to Telzio account.
2. Click on Integrations > Vtiger > Install.

3. Configure the Webhook URL. Copy the Callback URL from Vtiger and paste it into Webhook URL of Telzio.

   

4. Click on Save Changes.

Once the configuration is completed on both sides, you will be ready to make or receive calls in the CRM.

Troubleshooting Tips

Here are some common issues users encounter while using Telzio:

Authentication Error: Integration fails due to invalid or expired API keys.

• Verify that the API key provided by Telzio is correct and has not expired.
• Regenerate the API key in your Telzio account if needed.
• Ensure your platform uses the correct authentication method

Call Routing Failures: Calls are not routed as configured in Telzio’s call flow.

• Double-check the call flow setup in the Telzio dashboard to ensure all conditions are correctly defined.
• Test the call flow manually by placing calls to confirm routing works as intended.
• Update the rules if there are changes in your business structure or team assignments.

Delays in Call Logging: Calls made through Telzio are not logged immediately in the integrated CRM or helpdesk system.

• Check the webhook configuration to ensure it is correctly sending data to the external system.
• Test the webhook endpoint using tools like Postman to verify data transmission.
• Increase webhook timeout settings in your system if necessary.

Incorrect Caller ID Display: The caller ID is incorrectly displayed for outgoing or incoming calls.

• Verify the Caller ID settings in Telzio’s dashboard.
• Ensure the external platform supports Caller ID transmission.

Integration Timeout Issues: API calls or data syncs between Telzio and the other platforms take too long and fail.

• Optimize your network to reduce latency.
• Review API call limits in Telzio’s documentation and avoid exceeding the maximum allowed requests.
• Use asynchronous data handling to minimize timeout risks.

References

• Phone Calls Module Overview
• Plivo Integration
• Twilio Integration
• Exotel Integration
• Asterisk Integration
• Knowlarity Integration
• VICIdial Integration