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Ozonetel Integration with Vtiger CRM

In this article you will learn how to integrate and use Ozonetel phone call gateway in Vtiger CRM.
S
Shreya Kulkarni
4 Aug, 2022 - Updated 3 months ago
Table of Contents

Introduction

Ozonetel is a cloud-based communications platform which mainly caters to a global call center customer base. Ozonetel is a secure, integrated customer care interface. It offers various services such as industry solutions for enterprises, BPOs, call centers with inbound calling, outbound calling, and blended systems.  It also offers various dialer solutions, business phone systems, hubs, etc.

Ozonetel  gateway in Vtiger CRM

In Vtiger CRM, Ozonetel is available as a phone call gateway to place outgoing calls and receive incoming calls via the phone devices used by agents. Once you configure it in Vtiger CRM, agents can place and receive customers calls which get connected via their phone device. The agent's phone device’s phone number has to be registered in the Ozonetel portal. And configured as the Ozonetel Extension number under My Preferences in Vtiger CRM. It lets you connect agents and customers through the agent's phone device only. It supports simultaneous call routing to multiple agents. It is a user-friendly phone call gateway letting you use the below Vtiger CRM’s Phone Call module features:

  • Incoming calls
  • Outgoing calls
  • Call notes
  • Customer sentiments
  • Call recordings
Note: The Agent’s phone device can either be a physical device or a soft phone.

What is the Phone Calls module in Vtiger CRM?

With the Phone Calls module, you can integrate with different service providers and connect with your contacts by simply placing a call directly from the CRM. 

 With the Phone Calls module installed, you can:

  • Place calls directly from the CRM. 
  • Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, and many more.

To know more about a phone call gateway configuration in Vtiger CRM click here.

To integrate Ozonetel with Vtiger CRM you must:

  • Have an active business account with Ozonetel.
  • Enable the Ozonetel extension in Vtiger CRM.
  • Agent's phone device.

Note: 

In Vtiger CRM:

  • On integration, Ozonetel will be available under the Phone Calls module.
  • Using Ozonetel, outgoing and incoming calls placed and received by the agent's are connected via their phone device only. For this, the Agent’s phone device’s phone number has to be registered in:
    • Ozonetel portal
    • My Preferences > Ozonetel Extension

Benefits of integrating Ozonetel

  • Helps agents place and receive calls directly from the CRM.
  • Reduces the cost of installing and maintaining a traditional phone system.
  • Allows skill based call routing to agents.

Feature Availability

Click here for the availability of the Phone Calls with Ozonetel feature for different editions of Vtiger CRM.

 Using Ozonetel phone calls in Vtiger CRM involves the following:

  • Installing Ozonetel from the Extension Store
  • Integrating Ozonetel with Vtiger CRM 
  • Creating Ozonetel Agent Login 
  • Placing outgoing calls
  • Receiving  incoming calls
  • Using Phone Calls module features

In this article, you will learn about all of the above. Shall we begin?

Key Terminology 

CloudAgent

CloudAgent by Ozonetel is a user-friendly multichannel customer care software solution. It offers simultaneous voice and chat, SMS and various social interface integrations.

Agent

An agent is the customer service representative or executive of an organization who provides customer support. They are responsible for inbound and outbound voice or non-voice support to customers.

Outbound Campaign

Outbound Campaigns are well designed customer query managements or procedures where agents call the customers for issue resolution, business information, reviews and feedback. They can be sales, marketing, technology, etc., driven campaigns. You can choose and customize them as per the priorities of your organization.

Inbound Campaign

Inbound Campaigns are procedures or patterns of receiving incoming queries or issues in the form of phone calls from customers on a daily basis. They are of multiple types such as  customer service, sales, tech-support, etc. You can choose and customize them as per the priorities of your organization.

Skills

Skills are the agents’ areas of expertise, such as sales, marketing, customer service, etc. Updating agent skills facilitates routing specific category phone calls to agents accordingly.

DID

Direct Inward Dialing (DID) is the phone number assigned by Ozonetel on subscribing to their services. It is the number from which calls are dialed out.

incoming_callback URL

It is the source address of a programmed code or a function. It is the redirect or the return URL which sends back data to the user. It is integrated into a phone call gateway platform for agents to receive incoming call notifications in the CRM.

status_callbac URL

It is the source address of a programmed code or a function. It is the redirect or the return URL which sends back data to the user. It is integrated in a phone call gateway platform for agents to activate or inactivate the gateway.

 

Installing Ozonetel

Ozonetel is a third-party app that you must install from Vtiger’s Extension Store. 

Note: You can install extensions only if you are an Admin user in the CRM.

Follow these steps to install the Ozonetel extension:

  1. Log into your CRM account.
  2. Click the User Menu.
  3. Click Add-ons on the bottom left corner of the screen.
  4. Look for Ozonetel.

Or

  1. Click Settings.
  2. Look for Extensions.
  3. Click Extension Store.
  4. Look for Ozonetel.
  5. Click Install.
  6. Click Yes to confirm the installation.

Once you have installed it successfully, follow these steps to enable the app:

  1. Login to your CRM account.
  2. Click the User Menu.
  3. Click Settings.
  4. Look for Extensions.
  5. Click Phone Configuration.
  6. Click +Add Gateway.
  7. Select Ozonetel from the Gateway dropdown.

Ozonetel gateway is now available.

Integrating Ozonetel with Vtiger CRM

In this section let us learn how to integrate Ozonetel with Vtiger CRM.

You can integrate and use Ozonetel with Vtiger CRM in these two phases: 

  • Phase 1: Ozonetel Configuration
  • Phase 2: Ozonetel Integration with Vtiger CRM

Note: These steps require you to navigate back and forth between the Vtiger CRM screen and the Ozonetel app.

Phase 1: Ozonetel Configuration

This phase is configured in the Ozonetel portal.

Ozonetel Configuration requires:

  • Step 1: Retrieving the API Key
  • Step 2: Adding an Outbound Campaign
  • Step 3: Adding an Inbound Campaign
  • Step 4: Adding an Agent
  • Step 5: Adding a Phone Number

Step 1: Retrieving the API Key

Follow these steps to retrieve the API Key:

  1. Go to Ozonetel Portal. You will be directed to the login screen.
  1. Select Admin Login. You will be directed to the Admin Portal.
  2. Login to your CloudAgent Admin account. You will be directed to the homepage.
  1. Click Edit Profile. You will be directed to the Edit User screen.
  1. Copy the following to a Notepad or a document.
    1. API Key 
    2. Username.

Step 2: Adding an Outbound Campaign

 

Follow these steps to add an Outbound Campaign:

  1. Go to the CloudAgent homepage.
  2. Under Campaigns, click Outbound Campaigns.
  3. Click the + icon (Add Campaign) on the top right corner of the screen to add an Inbound Campaign.
  4. Enter or select the following information in the below fields:
  1. Campaign Name - Name of the Inbound Campaign
  2. Campaign Type - Preview (or based on your preferences)
  3. DID - Phone number assigned by Ozonetel for customers to place calls.
  4. RunTime - Time set to run the campaign between office hours or anytime required
  5. Hit ScreenPop URl At - Select Client&Server
  6. ScreenPopURL - Vtiger CRM incoming_callback URL
  7. No.Of Tries - Total number of tries to a call record, when a customer is not answered
  8. Block Number - Select None (or based on your preferences)
  9. Disposition Type - Select Toolbar
  10. Wrapup Time (In Sec) - Time in seconds available to the Agent for after call work
  11. Dispositions - A meaningful description available to an Agent once they have completed their call
  12. Skills - List of skills available to the Agent for this Campaign.
  13. Mapping Name - Used to add the header file from an excel sheet. (Sample ‘mpfile’ provided can be used)
  14. Mapping Columns - Used to upload data manually in an excel sheet during campaign creation. (‘Download Sample’ provided can be downloaded and used)
  15. Check box the below: (or based on your preferences)
    1. Allowed For Manual Dialing
    2. STD Enabled.
    3. RecentFirst
  1. Click Save. You have now successfully added an outbound campaign.
  2. Copy the following to a notepad or a document:
    1. Campaign Name
    2. DID

Step 3: Adding an Inbound Campaign

 
 

Follow these steps to add an Inbound Campaign:

  1. Go to the CloudAgent homepage.
  2. Under Campaigns, click Inbound Campaigns.
  3. Click the + icon (Add Campaign) on the top right corner of the screen to add an Inbound Campaign.
  4. Enter or select the following information in the below fields:
    1. Campaign Name - Name of the Inbound Campaign.
    2. DID - Phone number assigned by Ozonetel for customers to place calls.
    3. Hit ScreenPop URl At - Select Client&Server
    4. ScreenPopURL - Vtiger CRM incoming_callback URL.
    5. Skills - List of skills available to the Agent for this Campaign.
    6. Disposition Type - Select Toolbar.
    7. Wrapup Time (In Sec) - Time in seconds available to the Agent for after call work.
    8. Block Number - Select None (or based on your preferences)
    9. Checkbox Allowed For Manual Dialing or check the below boxes, if you want the following, based on your preferences:
      1. OffLine Mode -  Calls to trigger even if the Agent is not logged in.
      2. Allowed For Manual Dialing - To dial manually.
      3. ACW for UnAnswered Calls - Agent to wrap up UnAnswered calls. 
  5. Click Save.

You have now successfully added an inbound campaign.

Step 4: Adding an Agent

 
 

Follow these steps to add an Agent:

  1. Go to the CloudAgent homepage.
  2. Under Configurations, click Agents.
  3. Click the + icon (Add Agent) on the top right corner of the screen to add an agent.
    1. Agent ID - Agent’s email id.
    2. Password - Agent’s password.
    3. Agent Name - Agent’s Name.
    4. Priority - Agent Priority based on skill level as to whom the inbound call should land first. Priority 1 is the highest.
    5. Email - Email id is optional.
    6. Agent Data - Additional Information on the Agent.
    7. Skills - List of skills available to the Agent for this Campaign.
    8. Agent Modes - Checkbox agent modes as per your preferences:
  • Inbound: Inbound call only
  • Manual: Outbound call
  • Preview: Outbound call with preview options to view customer numbers that are dialed by the system
  • Progressive: Outbound calls that are dialed sequentially by the system
  • Blended: Agent who can handle both Inbound and Outbound calls
  1. Click Save. You have now successfully added an agent.
  2. Copy the following to a Notepad or a document.
    1. Agent Id 
    2. Password

Step 5: Adding a Phone Number

 
 

Follow these steps to add a an agent’s phone device’s phone number:

  1. Go to the CloudAgent homepage.
  2. Under Configurations, click Phone Numbers.
  3. Click the + icon (Add Phone Number) on the top right corner of the screen to add a phone number.
  4. Enter or select the below information.
    1. Name - Name of the Agent.
    2. Phone Number - Agent’s phone device’s phone number.
    3. Priority - Agent Priority based on skill level as to whom the inbound call should land first. Priority 1 is the highest.
    4. Skills - List of skills available to the Agent for this Campaign.
  5. Click Save. You have now successfully added an agent’s phone device’s phone number.
  6. Copy the Phone Number to a Notepad or a document.

Phase 2: Ozonetel Integration with Vtiger CRM

Integrating Ozonetel phone call gateway with Vtiger CRM requires:

  • Step 1: Ozonetel Configuration in Vtiger CRM
  • Step 2: Integrating Ozonetel with Vtiger CRM

Step 1: Ozonetel Configuration in Vtiger CRM

This step is configured in the Vtiger CRM Phone Configuration and My Preferences page.

 

Follow these steps to configure Ozonetel in Vtiger CRM: :

  1. Login to your CRM account.
  2. Click the User Menu.
  3. Click Settings.
  4. Look for Extensions.
  5. Click Phone Configuration.
  6. Click +Add Gateway.
  7. Under Gateway, select Ozonetel.
  8. Enter or select information for the following fields: 

Note: You will have to enter the copied API Key etc.

  1. Gateway Status  - Select Active.
  2. Default Gateway - Select Yes.
  3. API Key - Paste the copied API Key.
  4. Username - Paste the copied Username.
  5. Your Caller ID - Paste the copied DID.
  6. status_callback - URL is displayed by default.
  7. incoming_callback - URL is displayed by default.

Note: Copy the above URLs to a Notepad or a document. 

  1. Country - Select your country.
  1. Click Save. If the Ozonetel gateway was added successfully, the Success message is displayed.

 
  1. Click your Profile icon in Vtiger CRM.
  2. Click My Preferences.
  3. Under Phone Preferences, for the following field:
    1. Ozonetel Extension - Paste the copied Agent Id.

Step 2: Integrating Ozonetel with Vtiger CRM

Follow these steps to integrate  Ozonetel with Vtiger CRM:

  1. Log in to the CloudAgent homepage.
  2. Click Edit Profile. You will be directed to the Edit User screen.
  1. Paste the copied status_callback URL (copied from Vtiger CRM) in the Callback URL field under System Settings.
  2. Click Save.
  3. Click the Campaigns tab on the top left corner of the screen.
  4. Select Inbound Campaigns.
  5. Click your Inbound Campaign. You will be directed to the Edit Inbound Campaign screen.
  1. Select Client&Server in the Hit ScreenPop URl At drop-down. 
  2. In the ScreenPop URL field:
    1. Paste the copied incoming_callback URL (copied from Vtiger CRM).  
    2. Add &CallerID= at the end of the URL
  3. Click Save. If the ScreenPop URL was successfully saved, the following success message is displayed, Campaign Outbound has been updated successfully.

You have now successfully integrated Ozonetel with Vtiger CRM.

Configuring Ozonetel Agent Login

After you have successfully integrated Ozonetel, you must configure the Ozonetel Agent Login portal for agents to use Ozonetel to make phone calls in Vtiger CRM.

Follow these steps to configure agents details in the Ozonetel Agent Login portal:

  1. Go to Ozonetel Portal. You will be directed to the login screen.
  2. Select Agent Login. You will be directed to the Agent Portal.
  1. Enter the following details: You will be directed to the Agent Login page.
    1. Customer - Ozonetel username (same as Admin Login account)
    2. Agent Id - Agent email Id 
    3. Phone Number - Agent’s phone device’s phone number
    4. Pin  - Agent Password
  1. Click the Status tab on the top left corner of the screen.
  2. Select Ready.
  3. Click the Inbound tab on the top left corner of the screen.
  4. Select Blended.

Note: While making phone calls using Ozonetel in Vtiger CRM, Agent should always be logged in to the Ozonetel Agent Login page.

Placing Outgoing Phone Calls

In this section let us learn how an agent can call customers using Ozonetel in Vtiger CRM.

Follow these steps to place a phone call using Ozonetel in Vtiger CRM.

  1. Login to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Go to Contacts (or any module where you want to place a phone call).
  5. Go to the contact record to whom you want to place a phone call.
  1. Hover your mouse on the contact record and click the phone icon.

Or

  1. Click on the phone number of a contact under the Phone column in the List View. You will be directed to the below pop up.
  1. The call is now connecting to the agent’s phone device.
  1. You will receive the above notification alerting the agent to receive the call on his/her phone device.
  2. Once the agent receives the call, the call is connected to the contact.
  3. The Agent and the customer can now have a phone conversation.

You have now successfully placed an outgoing phone call using Ozonetel in Vtiger CRM.

Receiving Incoming Phone Calls

In this section let us learn how an agent can receive incoming calls in Vtiger CRM using Ozonetel.

Pop-up messages notify you about incoming calls. Incoming calls are matched with the customers (contact, lead, organization or vendor records) in the CRM by matching caller numbers with numbers in the CRM. 

  • If a matching number exists, then the contact/lead/organization/vendor’s name is displayed in the pop-up.
  • If a matching number does not exist, you are prompted to enter the caller's email ID in the pop-up to create a new contact record.

Follow these steps to receive an incoming call using Ozonetel in Vtiger CRM.

  1. Login to your CRM account.
 
  1. Once a customer calls, the agent receives it on their phone device. And a pop up is displayed in Vtiger CRM with status ringing.
 
  1. Once the agent receives the call, you will be directed to the pop up with status in-progress.
  2. The Agent and the customer can now have a phone conversation.

You have now successfully placed an incoming phone call using Ozonetel in Vtiger CRM.

 If you have multiple agents manning phone calls, say a customer care team, then the incoming call pop-up is displayed to all the agents who have configured the extension number in their Preferences. When an agent answers a call, the pop-up disappears for other agents.

From the incoming call pop-up, you can:

  • Search/Create a contact if there is no matching contact for an incoming call.
  • Create a deal or a case from the incoming call pop-up.
  • Transfer calls to other Agents.
  • Add call notes.

Also, you can view recent call logs in related touchpoints of the contact’s record.

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.
  • Hang-up: For inbound calls, if a customer hangs up the call before it is routed to a rep.
  • No-answer: For an outbound call, when it is not answered and there is no voicemail.
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