Feature Availability

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

Introduction

Managing customer communication across multiple devices and tools can be slow and confusing, and it can make it harder to keep track of conversations. 

The Phone Calls module in Vtiger lets you:

• Integrate with different service providers.
• 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.

Asterisk Integration with Vtiger CRM

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. 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

You can integrate Asterisk ver. 1.4 and 1.6 (without Vtiger Connector) and Asterisk ver. 1.8 - 11 (with Vtiger Connector).

Setting up two types of gateways with Asterisk

• Normal gateway - To set this up, you must configure an extension phone number in the agent’s preferences. When you call a client, it connects to the extension number first. Agents must receive the call on the extension number to connect with the client.
• Client gateway - Outgoing calls directly connect to the clients when you use client gateways. You can set up client gateways only with Asterisk and Plivo.

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

Other Telephony Gateways in Vtiger CRM

• 3CX
• Duocom
• Exotel
• Knowlarity
• Ozonetel
• Plivo
• Telzio
• Twilio
• ViciDial

Benefits of Asterisk Integration 

The following are the benefits of integrating phone calls with Asterisk:

• Teams can make and receive calls in the CRM interface, streamlining customer interactions.
• Automatically logged in the CRM, capturing details like call duration, date, and notes.
• Display customer details in real-time within the CRM, such as past interactions, account information, and recent activity.
• Reduces manual tasks by automating workflows, such as call routing, recording, and follow-up reminders.
• Offers detailed analytics on call metrics, such as call frequency, duration, missed calls, and agent performance

In this article, you will learn about:

• Installing Phone Calls
• Configuring Asterisk
• Installing Vtiger Asterisk Connector
• Phone Call Logs
• Troubleshooting common issues in Asterisk

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 if you are an Admin user. 

Follow these steps to install Phone Calls:

1. Log in to 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 (as shown in the above image).
To learn more about the Phone Calls module in Vtiger, click here. 

Configuring Asterisk 

Configuring Asterisk requires you to do the following:

• Step 1: Setting up Asterisk as a Normal Gateway
• Step 2: Configuring Asterisk server information
• Step 3: Configuring extension numbers for users

Note:

• You can only configure Asterisk and other gateways if you are an Admin user.
• To set up the gateway, log in to your Asterisk account and Vtiger CRM in different windows or tabs and keep both open as you will be required to navigate back and forth between these apps.

Normal Gateway

Let us first see how Asterisk works as a normal gateway.

• CRM admins must subscribe to the Asterisk service and get their Asterisk Number.
• CRM admins must configure Asterisk in the CRM.
• Individual sales and support representatives must set up their Asterisk Extension Number in their CRM preferences. 
• Incoming calls - When a customer calls on the Asterisk Number, the call is routed to all the sales and support representatives. Any one of the representatives can attend the call.
• Outgoing calls - When a sales and support representative calls a customer, the call is first routed to the representative’s own extension number. The representative must receive the call on their extension number, after which it connects to the customer. 

Step 1: Setting up Asterisk as a Normal Gateway

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

Follow these steps to set up Asterisk as a Normal Gateway:

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 Extensions.

5. Select Phone Configuration. The Phone Configuration window opens.

6. Click +Add Gateway. The Gateway Configuration window opens.

7. Select Asterisk from the Gateway drop-down.
8. Select Active from the Gateway Status drop-down. This activates the gateway for incoming and outgoing calls.
9. Set the gateway as default by selecting Yes from the Default Gateway drop-down. Note: This step is optional.

Step 2: Configuring your Asterisk Server information

10. Vtiger Asterisk App URL - Configure the server name where Vtiger Asterisk Connector is installed, as shown: Syntax : Protocol://Asterisk_Server_IP:Port.
    1. Note: The image displays only sample data. Please refer to your Asterisk account details for the correct data.

11. Click Save.

Step 3: Configuring the extension number for each user

Configure the extension number on the User Preferences page for each user who handles incoming and outgoing calls from the CRM.

1. Log in to the CRM.
2. Click the User Profile on the right side of the screen. 
3. Click My Preferences. The My Preferences page opens.
4. Configure the user number in the Asterisk Extension field under the Asterisk Configuration block.
   1. Number format: Enter the number format.
   2. Extension: [Extension_number]. For example, 1002.

Once the configuration is completed on both sides, i.e., Vtiger and Asterisk, you are ready to make and receive calls in the CRM.

Viewing Phone Call Logs

Every phone call you make or receive is saved with all the details as a Phone Call record. You can view Phone Call logs for these details. The log of the calls (incoming and outgoing) is listed under the 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.
• 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 directions, etc.

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

To learn how to create a list, click here.

Viewing 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: When it is not answered, and there is no voicemail for an outbound call.

Vtiger Asterisk Connector

The Vtiger Asterisk Connector application acts as a gateway to connect to Vtiger CRM from the Asterisk Server. The Connector makes it easy for Vtiger and Asterisk to interact over HTTP for incoming or outgoing calls.

Vtiger Asterisk Connector provides the following features:

• Connect to Vtiger and notify of the incoming call.
• Accept commands from Vtiger and forward them to Asterisk (Click-to-Call).
• Call recording file management.

Installation Prerequisites

• Asterisk 1.8 onwards
• Java 1.8 onwards
• Vtiger Details [Copy these details from the Vtiger CRM PhoneCalls settings page]
• VtigerServerURL - https://yourondemand.od1.vtiger.com
• VtigerSecretKey - [Copy this detail from Vtiger CRM Settings > Extensions > Phone Calls page]​

Installing Vtiger Asterisk Connector

1. Click on the link to download Vtiger Asterisk Connector.
2. Unzip the application package (VtigerAsteriskConnector.zip) to any path in the Asterisk Server.
3. Update VtigerAsteriskConnector/VtigerAsteriskConnector properties.

For the Asterisk Server

For Vtiger

Changes Required in Asterisk Server

• Edit Asterisk Extensions configuration file: (extensions.conf)

• _X = pattern to accept any number as an extension
• 0.0.0.0 = VtigerAskteriskConnector_ServerIP (or the one configured in VtigerAskteriskConnector/VtigerAskteriskConnector.properties)
• DID = DID provided by your service provider.

• Edit the Asterisk cdr configuration file: (cdr_manager.conf) and modify the Enabled field as shown below:

  ;--- START --- enabled = yes ;--- END ---

• Edit Asterisk Manager configuration file: (manager.conf)
  
  Add Vtiger IP in the ACL (Access Control List) under the username configured in VtigerAskteriskConnector/VtigerAskteriskConnector.properties as shown below:
  ;--- START --- permit = Vtiger_IP/255.255.255.0 ;--- END ---

• Add Asterisk server IP under the permit field as Vtiger Connector uses the same IP for AMI login.
  ;--- START --- permit = ASTERISK_IP/255.255.255.0 ;--- END ---

Configuration Example

• Trunks: Select any one of the outbound trunk, say “XYZ” from FreePBX.

Context

• Outbound Calls: [Should be part of trunk = XYZ]
  Add new context for handling outbound calls.
  ; --- START ---- [vtiger_outbound] exten => _X.,1,Agi(agi://0.0.0.0/incoming.agi) ; --- END ---

  Or

Include dial plan within the existing context below, say Outgoing
exten => _X.,1,Agi(agi://0.0.0.0/incoming.agi)

• Inbound Calls

Add new context for handling inbound calls. And make this context as default in FreePBX Settings > Asterisk SIP Settings > Default Context = vtiger_inbound.

; --- START ---- [vtiger_inbound] exten => 123456789,1,Agi(agi://0.0.0.0/incoming.agi) exten => _X.,1,Agi(agi://0.0.0.0/incoming.agi) ; --- END ---

where 123456789 - Inbound DID

Or

Include the dial plan within the existing inbound context below, say from-internal, assuming all incoming calls are routed to this context.

[from-internal]        …        … exten => _X.,1,Agi(agi://0.0.0.0/incoming.agi)

Note:

• For incoming calls, the Asterisk server will not send the start time and end time to the CRM when it is still in ringing or ongoing progress state. To create a Phone call record in the CRM, you need to fill in the start time, as the current time on CRM is set as default. After the call is completed, the Asterisk server notifies CRM about the call details, including the actual start time and end time of the phone call. You can view the call details in the respective Phone call record.
• The record ID is sent to the provider when triggering a call via the Asterisk provider.

Asterisk Manager Settings

AMI users added to the connector config file should have the following permissions.

;---------START----------     read = all,system,call,log,verbose,command,agent,user,config, originate     write = all,system,call,log,verbose,command,agent,user,config, originate ;---------STOP
xx.xx.xx.xxx is our Vtiger Server IP, added under permit field.
permit = xx.xx.xx.xxx/255.255.255.0
yy.yy.yy.yyy is our Asterisk server IP, added under the permit field.
permit = yy.yy.yy.yyy/255.255.255.0

Vtiger Settings

Follow these steps to configure Asterisk 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. Go to Extensions.
5. Click Phone Calls.
6. Enter or select the following for configuration:
   1. Vtiger Asterisk App URL = http://127.0.0.1: (the port you picked). Refer VtigerAsteriskConnector config file.ServerIP = 127.0.0.1 ServerPort = 56002 [pick a unused port] AsteriskServerIP = 127.0.0.1 AsteriskServerPort = 5038 AsteriskUserName =admin AsteriskPassword = xxxxxxxxx
   2. Outbound Context = Vtiger_outbound. It must match a context in extensions.conf, in that context, you must have exten => _X.,1,agi(agi://0.0.0.0/incoming.agi).
   3. Outbound Trunk = XYZ. It must match the trunk name added in FreePBX.

​​​​​​References

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