Vtiger Phone Calls Integration with Asterisk Vtiger Phone Calls Integration with Telzio 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

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 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, and Knowlarity.

Knowlarity Integration with Vtiger

Integrating Knowlarity 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, maintain detailed call logs, and enable your sales/support teams to stay on top of all conversations and craft outstanding customer experiences.

Requirements

To integrate Knowlarity with Vtiger, you need to:

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

Benefits of Knowlarity Integration

The benefits of integrating Knowlarity with Vtiger CRM are:

• Get a 360 view of your business with call analytics, reports, insights, and more.
• Direct incoming calls from customers to connect with support/sales agents.
• Quickly generate leads from inquiry calls without leaving your dashboard.
• Convert calls into an opportunity or a case while interacting with the customer.
• Capture information from an inbound call and save time by eliminating manual data entry.
• Record all conversations to fine-tune your sales pitch or to make a note of a customer’s requirement.
• Initiate outbound calls to customers directly from your CRM with just a click

In this article, you will learn about:

• Installing the Phone Calls module
• Configuring Knowlarity
• Making Phone Calls using Knowlarity
• Phone Calls Logs
• Troubleshooting common issues in Knowlarity

​​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. Click Add-ons. The Add-ons page opens,
6. Search for Phone Calls using the search bar.
7. Click Install.

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

Configuring Knowlarity

Configuring Knowlarity requires you to do the following:

• Step 1: Setting up Knowlarity as a gateway in Vtiger CRM
• Step 2: Configure the extension number for users 
• Step 3: Setting up Vtiger integration in Knowlarity

Step 1: Setting up Knowlarity as a Gateway in Vtiger CRM

After registering with Knowlarity, you will be provided with a phone number, API key, and SR Number. 

Note: Keep both the Knowlarity and CRM tabs open, as you will be switching between them.

Follow these steps to configure Knowlarity as a 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 the Extensions section.
5. Select Phone Configuration.
6. Click Add Gateway.
7. Select Knowlarity from the drop-down.
8. Enter or select the following information:
   1. Gateway: Select the Phone Call provider from the drop-down.
   2. Gateway Status: Select the status of the gateway as Active/Inactive. If active, you get the gateway prompted to select during a phone call.
   3. Default Gateway: Mark the gateway as default to automatically make a call from Knowlarity.
   4. API Key: Enter the API Key provided by Knowlarity. You can find the API key on the Settings > Call Flow > Plan Settings page.
   5. SR Number: Add your SuperReceptionist phone number here.
   6. Your Caller ID (For Outbound Calls): The Knowlarity business number that is displayed to customers when they receive incoming calls from agents.
   7. Callback URL: Enter your Portal Callback URL details.
   8. Ticket/Case Title: Create merge tags or add custom strings that will be used when a Case is created from an Incoming Call Popup. E.g., Issue reported by $contacts-firstname$.
   9. Opportunity Name: Create merge tags or add custom strings which will be used when an Opportunity is created from the Incoming Call Popup. E.g., Opportunity with $contacts-firstname$ $contacts-lastname$.
   10. Vtiger Secret Key: A unique key generated for authentication, which has to be configured in Knowlarity.
9. After you add all the details, click Save.

 

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

 

Step 2: Configuring the Extension Number for Users

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 extension numbers for users:

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 user number in the Knowlarity Extension field under the Phone Preferences block.
   1. Number Format: [Country Code][Agent_Phone_Number], Ex: +919876543210.

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

Step 3: Enabling Vtiger Integration in Knowlarity

After you have successfully configured the Knowlarity gateway in Vtiger, you have to set up Vtiger details in the Knowlarity account.

Follow these steps to connect Knowlarity and Vtiger:

1. Log in to Knowlarity.
2. Click on the Integrations tab.
3. Check for the Vtiger CRM plugin.
4. Click on the Enable Now button.
5. Enter or select the following information 
   1. Callback URL: Enter the URL to receive call and event updates from the telephony service provider. 
   2. Vtiger Secret Key: Enter the secure key to authenticate and connect the telephony service with Vtiger CRM. 
6. Click Save to integrate.

Note: To setup IVR service and Auto-dialler functionality, please visit the Knowlarity website  

Making Calls using Knowlarity

You can place calls using Knowlarity 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 Knowlarity:

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.

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

Phone Call Logs

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, including missed and completed calls, in the List View. 

To learn more about creating a list, click here.

Deleting Knowlarity as a Phone Call Service Provider

You can delete Knowlarity 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 Knowlarity in the list of available service providers. 
7. Click the Delete icon.
8. Click Yes to confirm the deletion.

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

Troubleshooting Tips

The following are some common issues users encounter while using Knowlarity:

1. API Authentication Failures: When API keys are incorrectly configured or expire, Vtiger may fail to authenticate with Knowlarity, leading to integration failures.
   1. Verify that the API keys are correctly input into Vtiger and that the keys are active. 
   2. Updating or reconfiguring credentials within the CRM may resolve this issue.
2. Call Logging Delays: There may be delays in logging calls in Vtiger, causing call details to appear late or inconsistently within the CRM.
   1. This issue can often be resolved by adjusting call logging configurations or reviewing network connectivity. 
   2. Ensuring that both Knowlarity and Vtiger servers have minimal latency is essential for real-time logging.
3. Audio Quality and Call Drops: Poor audio quality or unexpected call drops can occur, often due to network issues or limitations in Knowlarity’s VoIP service.
   1. Check the network quality and bandwidth; ensure that there is sufficient connectivity for VoIP functionality. 
   2. Additionally, confirm that Knowlarity has been configured to prioritize stable connections.
4. Caller ID not displaying correctly: When inbound calls are received, the caller ID may not always match the data stored in Vtiger CRM, which can hinder agents from accessing relevant customer information.
   1. Ensure that the caller ID format in Knowlarity matches the format in Vtiger’s records. Standardizing phone number formats across the CRM database can help with accurate caller recognition.

References

• Phone Calls Module Overview
• Phone Calls Integration with Plivo
• Twilio Integration with Vtiger Phone Calls
• Vtiger Integration with Exotel
• Vtiger Integration with Asterisk
• Vtiger Integration with Telzio
• ViciDial Integration with Vtiger CRM