Vtiger Phone Calls Integration with Asterisk Vtiger Phone Calls Integration with Knowlarity Vtiger Phone Calls Integration with Duocom 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 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 cloud-based telecommunication platform that simplifies business communication with VoIP, messaging, and advanced call management tools.

Integrating Telzio with Vtiger lets you communicate with your customers and coworkers directly from the CRM via the Phone Calls module. The CRM also creates a record in the Phone Calls module for every call you make or receive.

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.
• Have 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 

The benefits of integrating phone calls with Telzio are:

• 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 the Phone Calls module
• Configuring Telzio in Vtiger CRM
• Troubleshooting common issues in Telzio

Key Terminology

 

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 the CRM.
2. Click the User Menu in the top right corner of the screen.
3. Click Settings. The Settings page opens.
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

Configuring Telzio requires you to do the following:

• Step 1: Signing up for Telzio
• Step 2: Copying the API Key and the Secret value from your Telzio account
• Step 3: Configuring Telzio credentials in Vtiger
• Step 4: Configuring the extension number in Vtiger
• Step 5: Configuring Vtiger settings in Telzio

The following section explains each step in detail.

Note: Keep both the Telzio and Vtiger tabs open, as the configuration requires you to switch between them. 

Step 1: Signing up for Telzio

To use the Phone Calls module with Telzio, your company must first sign up for a Telzio account and set up the Call Flow.

Follow these steps to sign up for Telzio:

1. Open the Telzio Official Website in your browser.
2. Click Sign Up.
3. Enter or select the following details:
   1. Name: Enter your full name. 
   2. Business email address: Enter your work email address for communication 
   3. Phone number: Enter your contact number. 
   4. Company name: Enter the name of your organization. 
4. Create a password for your Telzio account.
5. Verify your email address or phone number if prompted.
6. After verification, log in to your Telzio account.

Step 2: Copying the API Key and the Secret value from your Telzio account

Note: In Telzio, the API Key and API Secret are generally available under the account’s developer or API settings section. 

Follow these steps to access the API Key and the Secret value:

1. Log in to your Telzio account.
2. Open the account menu or settings section.
3. Go to Developer Settings > API Settings.
4. Locate the API credentials section.
5. Copy the following to Notepad:
   1. API Key
   2. API Secret / Auth Token

Step 3: Configuring your Telzio credentials in Vtiger

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

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. Click Extensions.
5. Click Phone Calls.
6. Click the 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 the Save button.

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

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.

1. Log in to the CRM.
2. Click the User Profile in the top-right corner of the screen.
3. Open My Preferences.
4. Configure the user number in Telzio Extension field under Phone Configuration block. (You can find the Extension number from Telzio > Users > EXT)
5. 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 5: Configuring Vtiger Settings in Telzio

Follow these steps to connect Telzio and Vtiger.

1. Log in to your Telzio account.
2. Click on Integrations > Vtiger > Install.

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

Making Calls using Telzio in Vtiger CRM

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

Follow these steps to place a call using Telzio:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to 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 Telzio from the list of service providers to place calls. 

The call will be placed to the selected Contact through Telzio. The system generates a call record, and the call details are saved in this record in the Phone Calls module.

Viewing Telzio Phone Call Logs

The log of the calls (incoming and outgoing) is listed under the main Menu > Essentials > Phone Calls. 

You can view call log details in both the List View and Summary View. 

List View

You can view the following details in the List View:

• Call status, customer number, which agent or rep handled the call (mentioned in Handled By and Assigned To fields), call duration, etc.
• You can create a list of all your phone calls, including missed and completed calls, in the List View. 

Summary View

Details for each call can be seen when you open the call record summary view, such as:

• Links to the voice recording
• Call notes
• Call transfer details
• Call directions, etc.

One View

The One View displays the related contact details, deals, cases, and tickets. 

Deleting Telzio as a Phone Call Service Provider

You can delete Telzio as a phone call service provider from the Phone Configuration settings in Vtiger CRM.

Deleting the integration removes the service provider configuration from the CRM. However, the previously created phone call records will remain available in the Phone Calls module for future reference.

Follow these steps to delete a Phone Call service provider:

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. Look for the Extensions section.
5. Select Phone Configuration. The Phone Configuration page opens.
6. Hover over Telzio in the list of available service providers. 
7. Click the Delete icon.
8. Click Yes to confirm the deletion.

Telzio will be deleted from the list of available service providers.

Troubleshooting Tips

The following 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
• Built-in Phone Dialer in CRM with Plivo and Twilio
• Phone Calls Integration with Twilio
• Phone Calls Integration with Exotel
• Phone Calls Integration with Asterisk
• Vtiger Integration with Plivo
• Vtiger Integration with Knowlarity
• ViciDial Integration with Vtiger