How do I configure Plivo as a client gateway in Vtiger CRM?

You can configure Plivo and other gateways only if you are an Admin user. Let us look at the procedure of setting up Plivo as a normal client gateway.

Note: Keep both Plivo and the CRM tabs open.

Configuring Plivo as a Client gateway

Follow these steps to set up Plivo as a client gateway:
Step 1: Perform these steps in Vtiger CRM.

1. Log in to your 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 Phone Configuration.
6. Click +Add Gateway.
7. Select Plivo from the Gateway drop-down.
8. Select Active from the Gateway Status drop-down. This activates the Gateway for incoming and outgoing calls.
9. Set the Gateway as default by selecting Yes from the Default Gateway drop-down. This step is optional.

Step 2: Perform these steps in both Plivo and Vtiger CRM.

10. Log in to Plivo 
11. Click Voice on the sidebar.
12. Click Overview.
13. Click Applications. 
14. Click XML. 
15. Click Add New Application.
16. Enter the application name in the Application Name field. For example, Vtiger CRM.
17. Copy Auth ID, Auth Token, and  Application Name to a notepad. 
18. Click  Endpoints.
19. Click Add New Endpoint in the top right corner.
20. Enter or select the following in the Authentication section:
    1. Username: Enter a username.
    2. Password: Enter a password.
    3. Alias name: Enter an alias name.
21. Enter or select the following in the Authentication section:
    1. Application Type: Select XML Application from the drop-down. 
    2. Application: Select the application you created (in Step 18) from the drop-down. For example, Vtiger CRM.
22. Go to Phone Numbers (# icon) from the Plivo sidebar.
23. Click on your Plivo number.
24. Copy your Plivo number and paste it under Your Caller ID in the CRM. Remove all special characters from the number while you paste it.
25. Go to Plivo, and select the application you created in Step 18 from the Plivo Application drop-down.
26. Click Update Number

Step 3: Perform these steps in Vtiger CRM

29. Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
30. Choose the following for incoming calls:
    1. Welcome Message Type - This audio message is played while a client is calling you. You can choose:
       1. Message - Type the message, which is transcribed into an audio message.
       2. URL - The audio on the URL is played as the audio message.
    2. Closed Message Type - This is an audio message that is played when a client calls you during your non-business hours, and you are unavailable to receive calls. You can choose
       1. Message - Type the message, which is transcribed into an audio message.
       2. URL - The audio on the URL is played as the audio message.
    3. Busy Message Type - This is an audio message that is played when a client calls you during your business hours, but you cannot receive calls
       1. Message - Type the message, which is transcribed into an audio message.
       2. URL - The audio on the URL is played as the audio message.
    4. No Answer Timeout (sec) - The period after which a client’s incoming call must be disconnected before you receive it. For example, 60 seconds.
    5. Language for IVR messages - The language in which the Welcome Message must play.
    6. Business Hour Name - Select the agent’s business hours.
    7. Voicemail Email ID - When clients leave a voicemail message, it is sent to the email address you specify.
    8. Voicemail Transcription - Choose None if you do not want a transcript of the voicemail. Choose Auto or Hybrid if you need a transcript. To learn about their difference, click here.
    9. Wait for Music URL - The music that must play when a client’s call is connected.
    10. Recording - Choose Yes if you need a recording of the call. Otherwise, choose No.
    11. Ticket/Case Title - Enter the case title. Vtiger CRM does not consider this value. There are options on the incoming call pop-up to create a case or deal.
    12. Opportunity - Enter the deal name. Vtiger CRM does not consider this value. There are options on the incoming call pop-up to create a case or deal.
31. Click Save.