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Introduction

Is your office crowded with the latest phones, faxes, mobiles, etc.? Are you finding it challenging to communicate with your customers with these multiple devices? What if your laptop or desktop could help you connect to a customer with a single click? This is possible with Vtiger CRM! With Vtiger’s Phone Calls module, you can connect with your contacts by simply placing a call directly from your laptop or desktop by clicking the Phone Call icon. 

Built-in Phone Dialer
The Built-in Phone Dialer in Vtiger CRM streamlines calling by integrating VoIP capabilities directly into the CRM, making it easy to manage and track phone interactions with leads and customers. It allows you to make and receive calls directly from within the CRM system, eliminating the need to switch between applications.

Dialer features

• Choosing a gateway: You can choose either Plivo or Twilio to make a call from the dialer. You must have at least one of these gateways configured in the CRM.
• Click-to-Call: Type the number in the dialer and click the Call button. That is how easily you can call your contacts, co-workers, etc.
• Clearing an entry: To clear a number, click the left arrow (←) at the dialer’s bottom left. 

The Dialer is available in all modules from which you can place a call from a record. For example, Contacts, Organizations, Deals, etc.

Benefits

The benefits of the Built-in Phone dialer are listed below:

• Agents can dial numbers directly from the CRM with a single click.
• Access to the call data helps managers make informed decisions.
• View call records and feedback from others for more informed communication with customers.
• Reduces the need for manual logging, 
• Calls can be recorded and reviewed, with better quality assurance, training, and compliance.

Using the Dialer

Begin by configuring a service provider like Plivo or Twilio with Vtiger CRM.  

1. Install the Phone Calls extension from the Extensions > Add-ons.
2. Set up a Plivo or Twilio gateway.
3. Get going!

When you set up one of the gateways, you will see a ready-made phone dialer on your CRM screen.

To learn about integrating Plivo with Vtiger CRM, click here.
To learn about integrating Twilio with Vtiger CRM, click here.
To learn about the list of service providers you can integrate with Vtiger CRM, click here.

We are considering a Contact record in this example.
Follow these steps to use the dialer feature:

1. Log in to the CRM.
2. Go to the main Menu.
3. Go to Essentials > Contacts. The Contacts page opens.
4. Hover over a Contact record. 
5. Click the Phone icon.  
6. Select the service provider. 
7. Make the call. 

References

• Phone Calls Module Overview
• Vtiger Integration with Plivo
• Vtiger Integration with Twilio

Vtiger Integration with Plivo MMS Messages via Twilio WhatsApp Integration with Live Chats