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Introduction

With Phone Calls API, you can integrate your phone system with Vtiger to achieve these features

1. Click-to-call,
2. Incoming call popup,
3. Call logging in CRM &
4. Recording link

Vtiger CRM Cloud editions offer APIs to track calls made from your telephony system. Using these APIs you can easily trigger popups in the CRM for incoming calls, update recording url, call status and call notes in Phone Calls module record.

Configuration

To configure Phone Calls module, follow these steps:

1. Hover on Menu and click Phone Calls module.
2. Click on customize button and select Phone Configuration.
3. Click on Add Gateway and select “Generic” gateway from the dropdown.

After you save this gateway it will give you a Vtiger Secret Key, which should be passed in the header with the key
“X-VTIGER-SECRET” for every API.

NOTE! : Make sure your crm user’s Office Phone is configured for this, without this it will not show the call popup inside the crm.

For Outgoing Calls

After you select the Generic Gateway type, configure Outgoing Call details. Here, add the telephony services’ REST API URL to track the calls. Select either POST or GET to send the request. By default, the content type is set as FORM. Next, you can authenticate your service by providing username and password or continue without any authentication. Lastly, add the parameters that you need to pass to the end point.

Consider an example of Duocom as a Telephony service provider. For more information, click here.

For Incoming Calls

For Incoming calls, phone system should notify Vtiger using the APIs documented below.

Call Events

Here are the API details.

1. Call Initiated Event

Trigger this callback to log the call and show incoming call notification to all users in Vtiger when a call is started/initiated. The call log is created with call status set to ‘ringing’.

Example:

should be replaced with your instance URL - Ex: acme.od2.vtiger.com

Parameters

Name	Type	Description
from (required)	string	this is the customer’s phone number
to	string	this is CRM User’s number which should be set to Office Phone field in the Users Preference page.
event (required)	string	name of the event (call_initiated)
call_id (required)	mixed	unique call identifier
direction	string	this is used to identify the direction of the call (inbound/outbound). This is an optional parameter, if not provided then we will search if “from” number is associated to any user and decide on the direction.

2. Call Connected Event

This callback can be sent when a call is established between the caller and the callee. After the call is picked up you will know which agent actually picked up the call. It will change Phone Calls record status to “in-progress“.
We will use “to” parameter to identify the actual user who has picked up the call.

Example:

Parameters

Name	Type	Description
from	string	this is the customer’s phone number
to (required)	string	this is CRM User’s number which should be set to Office Phone field in the Users Preference page.
event (required)	string	name of the event (call_connected)
call_id (required)	mixed	unique call identifier

3. Call Recording Event

Trigger this callback when call recording is ready. You need to pass call_id and recording_url to capture the recordings.
Example:

Parameters

Name	Type	Description
event (required)	string	name of the event (call_recording)
call_id (required)	mixed	unique call identifier
recordingurl (required)	string	recording url

4. Call Transferred Event

Trigger this callback whea n call is transferred. call_id and transferred_number parameters are mandatory.

Example:

Parameters

Name	Type	Description
event (required)	string	name of the event (call_transfer)
call_id (required)	mixed	unique call identifier
transferred_number (required)	string	transfer agent number

5. Call Hangup Event

Trigger this callback after a call is completed to remove call notification and update call log with call hangup details. Phone Calls record status is changed to “complete/busy/hangup” depending on the hang_reason given.

Example:

Parameters

Name	Type	Description
event (required)	string	name of the event (call_hangup)
call_id (required)	mixed	unique call identifier
transferred_number (required)	string	transfer agent number
hangup_reason	string	You can pass hangup reason like not answered, busy or call completed etc this will set the Call Status accordingly in the below table (default = completed).
billrate	string	bill rate
billduration	string	billing duration in seconds
recordingurl	string	recording url
notes	string	optional call notes

Hangup reason and its mapping to call status

hangup_reason	call status
no_answer	hangup
busy	busy
completed	completed
any_other_state	any_other_state

Search by Number API

Following API will open the Contact/Lead/Organization record that has the matching number. This API can be used by 3rd part applications to open contact records easily, using a phone number.

Example:

Results

• If there is matching record in Vtiger and User is logged in, then Vtiger user is redirected to the matching Contact record.
• If there is no matching record and User is logged in, then Vtiger user is prompted to create the new Contact record in Vtiger.