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    Vtiger Integration with Tata Teleservices

    Learn about Phone Calls integration with Tata Teleservices in Vtiger CRM!
    M
    Megha KR
    20 Jan, 2025 - Updated 8 hours ago
    Table of Contents

    Feature Availability

    Vtiger Editions:  One Pilot | One Growth | One Professional | One Enterprise | One AI


    Introduction

    Imagine having all your customer call interactions organized and easily accessible in one place. That’s exactly what the Phone Calls Module in Vtiger CRM does for you. 

    The Phone Calls module helps you track, manage, and log every phone call with your leads, customers, and team members—ensuring no critical conversation slips through the cracks.

    With the Phone Calls module, you can:

    • Use different telephony gateways and place calls directly from your CRM.  
    • Integrate services such as Live Chat, email, call logging, purchase history, feedback surveying, support tickets, etc. 

    The Phone Calls module lets you connect to other hosted telephony services such as  ViciDial, Knowlarity, Exotel, Telzio, Plivo, and Asterisk ver. 1.4 and 1.6 (without Vtiger Connector) and Asterisk ver. 1.8 - 11 (with Vtiger Connector).

    Integration with Tata Teleservices 

    Tata Teleservices provides cloud telephony services and APIs that can be integrated into CRM platforms. You can integrate Tata Teleservices with Vtiger CRM via the Phone calls module. 

    This integration lets you manage and track customer interactions, such as phone calls, directly within their CRM system. 

     

    Prerequisites for Integration with Tata Teleservices

    The following  are the requirements for integrating Vtiger CRM with Tata Teleservices:

    • You must have an active business account with Tata Teleservices.
    • You need access to Tata Teleservices APIs.
    • You must have Direct Inward Dialing (DID) numbers provided by Tata Teleservices to make and receive  calls. 
    • For real-time call data and event updates (e.g., call status, missed calls), your application must be able to handle webhooks or callbacks from Tata Teleservices.


    Using Webhooks for Integration

    Webhooks are HTTP callbacks or push notifications that send real-time data from one system (Tata Teleservices) to another (your CRM, application, or database) whenever a specified event occurs.

    For example, when a call is initiated, ended, or missed, Tata Teleservices can send relevant details to your system via a webhook.

    With webhooks you can:

    • Update your system with real-time call statuses.
    • Set webhooks to trigger on specific events, such as when a call is disconnected or a missed call occurs.
    • Automatically update your CRM, databases, or other systems with event details such as caller ID, timestamps, and call duration.
     

    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.
    • Voicemail: For inbound calls, if a call went to voicemail.
    • 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.


     

    Benefits of Tata Teleservices Integration

    The benefits of integrating the Phone Calls module with Tata Teleservices are: 

    • Users can initiate calls directly from Vtiger CRM without switching between the CRM and a phone or separate app.
    • Keeps a detailed record of all customer interactions, helping agents or teams track engagement over time.
    • Transcripts can be searched for specific keywords, making it easier to retrieve important details from past calls.
    • Agents can quickly access relevant information to address customer queries without putting them on hold.
    • Using a third-party calling app cuts costs of telephony hardware and software.

    In this article, you will learn about:

    • Installing the Phone Calls module
    • Configuring Tata Teleservices in Vtiger CRM 
    • Using Tata Teleservices to place calls 
    • Accessing and reviewing phone call records
     

    Key Terminology

    Field Name

    Description

    Gateway

    Gateways are typically used for connecting the CRM to communication services (like email, SMS, or telephony), payment processors, or other third-party applications.

    Webhook

    A webhook is a way for one system to send real-time data or notifications to another system when a specific event happens.

    Extension Number

    An extension number is a short internal number assigned to a specific phone line or user within a larger phone system, allowing direct calls within the organization without dialing the full phone number.

    Touchpoints

    A touchpoint is an interaction between a company and its customer(s). Emails, Phone Calls, and Chats are different channels of interaction. 



     

    Installing the Phone Calls Module

    To use the Phone Calls module, you must first install it from the Extension Store. 

    Note: Only Admins can install the Phone Calls module. 

    Follow these steps to install Phone Calls:

    1. Log in to the CRM account.
    2. Click the User Menu on the top right corner of the screen.
    3. Click Settings. 
    4. Look for the Extensions section.
    5. Select Extension Store.
    6. Search for Phone Calls using the search bar.
    7. Click Install.

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


     

    Configuring Tata Teleservices 

    Configuring Tata Teleservices in Vtiger CRM requires the following steps:

    • Installing Tata Teleservices in Vtiger CRM
    • Setting up Tata Teleservices as a Normal Gateway
    • Configuring the Extension number in Vtiger CRM

    Let us now look at setting up Tata’s telephony services in Vtiger CRM.

     

    Installing Tata Teleservices in Vtiger CRM

    You can install the Tata Teleservices Add-on to configure Tata’s telephony services in Vtiger CRM.

    Follow these steps to install the Tata Teleservices Add-on:

    1. Log in to your CRM account.
    2. Click Settings. The Settings page opens.
    3. Go to the Extensions Store.
    4. Select Add-ons. The Add-on page opens.
    5. Use the Search bar to look up Tata Tele Business Services. The Tata Tele Business Services appears.
    6. Click Install. 

    Tata Teleservices will now be available as a service provider in the Phone Calls module. 


     

    Setting up Tata Teleservices as a Normal Gateway

    To set up Tata Teleservices as a normal Gateway you need to:

    • Step 1: Add Tata Teleservices as a normal gateway in Vtiger CRM
    • Step 2: Copy the Incoming Callback URL and vtsecret from Vtiger CRM
    • Step 3: Add the webhook for Server Side Calls in Tata Teleservices
    • Step 4: Add the webhook for Calls handled by an agent
    • Step 5: Add a webhook to handle disconnected Calls

    Let's look at the steps to perform this process.


    Step 1: Adding Tata Teleservices as a normal gateway in Vtiger CRM

    Follow these steps to set up Tata Teleservices as a normal gateway in Vtiger CRM:

    1. Log in to the CRM. 
    2. Click on the User Menu on the top right corner of the screen. 
    3. Click Settings. 
    4. Look for the Extensions section.
    5. Select Phone Configuration. The Phone Configuration page opens.
    6. Click +Add Gateway. The Gateway Configuration page opens.
    7. Enter or select the following information -
      1. Gateway: Select Tata Tele Business Services from the Gateway drop-down.
      2. Gateway Status: Select Active from the Gateway Status drop-down. This activates the gateway for incoming and outgoing calls.
      3. Default Gateway: Set the gateway as default by selecting Yes from the Default Gateway drop-down. 
      4. Label: Enter a keyword to label the gateway in the Label field.
    8. Click Save.

    Note:  For the following steps, you will navigate between Tata Teleservices and Vtiger CRM screens. Keep both the Tata Teleservices and CRM screens tabs open.
     

    Step 2: Copy the Incoming callback URL and the vtsecret value from Vtiger CRM 

    In the following steps, you will paste the URL and the vtsecret value from Vtiger CRM into the Tata Teleservices screen.

     

    Step 3: Adding the webhook for Server Side Calls in Tata Teleservices

    Webhooks enable Tata Teleservices to send automated notifications to your system whenever specific events occur, such as call initiation, call status changes or other telephony events.

    Follow these steps to add a webhook for calls received on the server:

    1. Log in to your Tata Teleservices account.
    2. Go to webhooks.
    3. Select Add a new webhook. The page to add a new webhook opens.
    4. Enter or select the following information:
      1. Select the Trigger Call Received on Server.
      2. URL: Enter the Incoming callback URL you copied  from the Vtiger Phone Configuration page.
    5. Enter the following new headers along with the default headers in the payload of this webhook:
      1. "vtsecret": "********************************" Note: Copy the vtsecret from the Vtiger Phone Configuration page.
      2. "service": "SmartFlo"
      3. "call_status": "ringing"
      4. "direction": "inbound"
    6. Click Save.

    Step 4: Adding the webhook for  calls answered by an agent

    Follow these steps to add a new webhook for calls answered by an agent:

    1. Log in to your Tata Teleservices account.
    2. Go to webhooks.
    3. Select Add a new webhook. The page to add a new webhook opens.
    4. Enter or select the following information:
      1. Select the Trigger Call answered by agent.
      2. URL: Enter the Incoming callback URL auto generated in Vtiger phone configuration. Note: Copy this URL from the Vtiger Phone Configuration page of CRM.
      3. "vtsecret": "**************************************" Note: Copy the vtsecret from the Vtiger phone configuration page"
      4. service": "SmartFlo"
    5. Click Save.

    Step 5: Adding the webhook for disconnected calls
     

    Follow these steps to add a new webhook for call hangup:

    1. Log in to your Tata Teleservices account.
    2. Go to webhooks.
    3. Select Add a new webhook. The page to add a new webhook opens.
    4. Enter or select the following information:
      1. Select the Trigger Call Hangup (Missed or Answered).
      2. URL: Enter the  Status callback URL auto generated in Vtiger phone configuration. Note: Copy this URL from the Vtiger Phone Configuration page.
      3. "vtsecret": "***************************************" Note: Copy the vtsecret from the phone configuration page of CRM
      4. "service": "SmartFlo"
    5. Click Save.
     

    Configuring the Extension Number in Vtiger CRM

    Follow these steps to configure the extension number in CRM:

    1. Log in to the CRM
    2. Click the User Menu on the top right corner of the screen.
    3. Click My Preferences.
    4. Click the Edit icon.
    5. Scroll down to Phone Preferences and enter the extension number under Tata Teleservices Extension. 
    6. Click Save.
     
    The extension number has been successfully configured, enabling seamless Tata Teleservices integration with Vtiger CRM.


    Displaying Phone Call Logs

    Incoming and outgoing phone call logs are displayed in the List View of the Phone Calls module. 

    The List View displays the  following details::

    • 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.

    From the ListView, you can create a list of all your phone calls, including missed calls, completed calls, etc. 

    To learn more about creating a list, click here.

    Viewing Phone Calls in Summary View

    You can initiate a call directly from the CRM by hovering over a contact's record in any module.

    • To place a call, open a contact's record, which will display the summary view of the record.
    • Click on the Phone Call icon located on the right side of the contact's record screen to make a call.
    • To review previous phone call details, click on Touchpoints in the summary view of the contact's record.
    • The Touchpoints section provides a list view of all past phone calls associated with the contact.
    To learn more about customer touchpoints, click here.

     

    Troubleshooting Tips

    Here are some of the issues encountered by users while using Tata Teleservices:

    1. Network Connectivity Issues: Intermittent Connectivity drops.
      1. Verify the network settings on your device (IP, DNS, etc.) and ensure they match the recommended settings by Tata Teleservices.
      2. Ensure all cables are securely connected.
    2. Hardware and Device Compatibility: Incompatibility with user-provided devices.
      1. Ensure your hardware is compatible with Tata Teleservices.
      2.  Update device firmware to the latest version.
    3. Configuration and Software Issues: Misconfigured settings affecting service.
      1. Use Tata Teleservices’ recommended configurations for DNS, proxy, and VPN.
      2. Reset devices to factory settings and reconfigure.
    4. Latency and Quality of Service: Poor call quality in VoIP or traditional telephony.
      1. Reduce the number of devices connected to the network and prioritize critical devices.
      2. Consider a higher-speed or dedicated bandwidth plan for consistent performance.
      3. Use Quality of Service (QoS) settings on routers to prioritize certain types of traffic.
    5. Security Concerns: Unsecured connections leading to potential data breaches.
      1.  Use VPNs and encrypted protocols for secure browsing.
      2. Avoid suspicious emails or calls claiming to be from Tata Teleservices.


     

    References

    Check out the following links for related information: 
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