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 CRM solves this by bringing all calling features into one place within the CRM. With the Phone Calls module installed, you can:

• Place calls directly from your desktop or laptop.
• Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, and many more.
• Use different telephony gateways.
• 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).

Built-in Phone Dialer

The Built-in Phone Dialer in Vtiger CRM enables you to make and receive calls directly from within the CRM using supported VoIP gateways such as Plivo and Twilio. By eliminating the need to switch between multiple applications, it streamlines customer communication and allows you to manage calls, access customer information, and track interactions from a single interface.

Key Features

The following are the features of the built-in phone dialer:

• Place calls directly from within Vtiger CRM.
• Support for both Plivo and Twilio telephony gateways.
• Select a gateway when multiple gateways are configured.
• Dial phone numbers manually using the built-in dial pad.
• Make calls from supported CRM modules such as Contacts, Organizations, Leads, and Deals.
• Access customer information while placing calls.
• Reduce the need to switch between multiple applications.

Benefits

The benefits of the Built-in Phone dialer are:

• 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.

In this article, you will learn about:

• Prerequisites
• How the Built-in Phone Dialer Works
• Using the Built-in Phone Dialer

Key Terminology

Prerequisites

Before using the Built-in Phone Dialer, ensure that:

• The Phone Calls extension is installed.
• At least one supported gateway (Plivo or Twilio) is configured.
• The gateway is active and ready for use.

If both gateways are configured, you can select the preferred gateway while placing a call.

How It Works

Once Plivo or Twilio is configured in Vtiger CRM, the Built-in Phone Dialer becomes available in supported CRM modules, such as Contacts, Organizations, Leads, and Deals.

When you click the Phone icon on a record, the dialer opens and uses the configured telephony gateway to place the call. If both Plivo and Twilio are configured, you can choose the preferred gateway before initiating the call.

The dialer lets you make calls directly from within the CRM while viewing the associated record, enabling seamless communication without switching between applications.

Using the Dialer

The following example uses a Contact record.
Follow these steps to use the dialer feature:

1. Log in to Vtiger CRM.
2. Go to Essentials > Contacts.
3. Hover over the required Contact record.
4. Click the Phone icon.
5. Select Plivo or Twilio as the calling gateway. The Built-in Phone Dialer opens.
6. Verify or enter the phone number.
7. Click Call to initiate the call.

You can use the same process from other supported modules where phone calling is available.

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.

References

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