FAQs in this section
Where is the recording of my calls stored in Vtiger CRM?
Can I call my customers directly from my laptop or desktop?
How is the Phone Calls module useful?
What are the telephony gateways that are integrated with Vtiger CRM?
In which editions of Vtiger CRM is the Phone Calls module available?
Where do I add a phone number to use in the Phone Calls module?
How do I make a phone call from Vtiger CRM?
Can I use multiple gateways or service providers to make calls?
Can I set up a voicemail from the Phone Calls module?
Can I save my phone calls as text copies or transcripts?
What if my customer calls after business hours or if customer representatives are occupied and unable to take a call?
How do I make a phone call to my customer?
What are the features available in the Phone Calls module?
Where do I see the details of all the calls I have made?
How do I see the details for each phone call I have made?
What is VICIdial?
What are the benefits of VICIdial integration?
Which versions of VICIdial does Vtiger support?
Is VICIdial integration available in the Sales Starter edition in Vtiger CRM?
How do I integrate VICIdial with Vtiger CRM?
Is it necessary to install the Phone Calls to enable VICIdial in the CRM?
Is it necessary to create an account in VICIdial?
How do I set up VICIdial with my CRM?
How do I add my VICIdial User ID in Vtiger CRM?
How do I get VICIdial incoming call pop-ups in the CRM?
How do I set up the recording filename for VICIdial?
Why is my agent not able to see
the incoming call pop-up?
Why is Click-To-Call not working for some agents?
Why is the Recording Link not Working in Vtiger?
Why are Outgoing Call records in the 'triggered' status even after calls are completed?
How do I know what status a Phone call is in?
How do I link Phone Calls to Business Hours?
How do I create a transcript of phone calls?
How do I create a transcript of voicemail messages?
Can I set up a Voicemail in Vtiger CRM?
Can I transfer a call to the CRM?
Can you record calls using the Phone Calls module in Vtiger CRM?
What is the Customer Sentiments feature in Vtiger CRM?
What is the Call Notes feature in Vtiger CRM?
What is the Click-to-Call feature for Outgoing Calls in Vtiger CRM?
What is the Incoming Call Pop-up feature in Vtiger CRM?
How do I configure Plivo as a client gateway in Vtiger CRM?
How do I use the Phone Calls module in Vtiger CRM?
How do I set up Plivo with Vtiger CRM?
What is PHLO Support for Plivo?
How many gateways can I set up for Asterisk in Vtiger CRM?
How do I configure Asterisk in Vtiger CRM as a Normal gateway?
What is the Vtiger Asterisk Connector?
What do I need to install the Asterisk Connector?
How do I install the Vtiger Asterisk Connector?
How do I configure Exotel in Vtiger CRM?
How does Exotel integration work with Vtiger?
What is the Knowlarity integration with Vtiger?
How do I integrate Knowlarity with Vtiger?
How do I configure my Knowlarity credentials in Vtiger?
How to configure extension numbers for users?
How do I enable Vtiger integration in Knowlarity?
What is the Ducom integration with Vtiger CRM?
How do I integrate Duocom with Vtiger CRM?
How do I configure Vtiger settings in My Web office?
What is the Telzio integration with Vtiger CRM?
How do I integrate Telzio with Vtiger CRM?
Is there a way to connect Vtiger with 3CX to show the popup for an incoming call?
Can a phone number be linked to a case record?
Can a phone number be linked to a deal record?
What is the Phone calls pop-up configuration?
What is a Generic Phone Call API?
What are the benefits of using a Generic Phone Calls API?
In which editions of Vtiger CRM are the Generic Phone Call APIs available?
What is a UUID?
How do I configure Phone Call settings for the Generic gateway?
How do I send a request from Postman to create or update Phone call records in Vtiger CRM?
How to send a request from Postman to initiate a call in Vtiger CRM?
How to send a Postman request to update the Status field of the call in Vtiger CRM?
How to send a Postman request to update the call recording link in a phone call record in Vtiger CRM?
Can I assign incoming calls to a User or a Group in Phone Configuration?
What does the Country field in the Phone Call configuration do?
What is the purpose of duplicate prevention for the Office Phone and Mobile fields?
How do I verify that my Plivo API credentials are correct in the CRM?
How can I track my API usage with Plivo?
How can I resolve dropped calls or latency issues?
How can I verify a caller ID for outbound calls?
How do I correctly set up my CRM’s endpoint URL in Twilio for webhook processing?
How can I verify that Twilio is fully integrated into my CRM workflows?
How can I resolve authentication failures when using Knowlarity with Vtiger?
How do I configure Vtiger and Knowlarity for instant call logging?
How do I fix the caller ID mismatch between Knowlarity and Vtiger?
How can I ensure that Vtiger CRM has access to the recording folder?
How can I check if the syncing processes are running correctly?
Can I resolve call pop-up delays without changing servers?
How do I configure my Vtiger CRM and Twilio settings to display the call pop-up?
How do I disable the recording option for calls appearing in Twilio?
How do I troubleshoot when call pop-ups are not appearing for my calls from Twilio?
How do I configure Plivo as a Normal gateway in Vtiger CRM?
Table of Contents
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: Log in to your Plivo account and open both Vtiger and Plivo tabs to set up the gateway.
Configuring Plivo as a Normal gateway
Let us first see how Plivo works as a normal gateway.
Follow these steps to set up Plivo as a normal gateway:
Note: Log in to both Plivo and Vtiger CRM and keep both screens open.
Step 1: Perform these steps in Vtiger CRM.
Note: Log in to your Plivo account and open both Vtiger and Plivo tabs to set up the gateway.
Configuring Plivo as a Normal gateway
Let us first see how Plivo works as a normal gateway.
- CRM admins must subscribe to the Plivo service and get their Plivo Number.
- Individual sales or support representatives must set up their Plivo Extension Number in their CRM preferences.
- Incoming calls - When a customer calls on the Plivo Number, the call is routed to all the sales or support representatives. One of the members can attend the call.
- Outgoing calls - When a sales or support representative calls a customer, the call is first routed to the member’s own extension number. The sales/support must receive the call on the extension number, after which the call connects to the customer.
Follow these steps to set up Plivo as a normal gateway:
Note: Log in to both Plivo and Vtiger CRM and keep both screens open.
Step 1: Perform these steps in Vtiger CRM.
- Log in to your CRM account.
- Click the User Menu on the top right corner of the screen.
- Click Settings.
- Look for the Extensions section.
- Select Phone Configuration.
- Click +Add Gateway.
- Select Plivo from the Gateway drop-down.
- Select Active from the Gateway Status drop-down. This activates the gateway for incoming and outgoing calls.
- Set the gateway as default by selecting Yes from the Default Gateway drop-down. This step is optional.
- Log in to your Plivo account.
- Click Voice.
- Click Overview.
- Copy Auth ID and Auth Token from the Plivo > Account account screen.
- Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
- Paste the Auth ID and Auth Token in respective fields in the CRM.
- Copy the Callback URL from the CRM.
- Go back to the Plivo > Voice screen.
- Click Applications.
- Click XML.
- Click Add New Application.
- Enter the application name in the Application Name field. For example, Vtiger CRM.
- Paste the Callback URL (that you copied from the CRM) under the following in Plivo.
- Primary Answer URL.
- Hangup URL.
- Fallback Answer URL.
- Click Create Application.
- Go to Phone Numbers (# icon) from the Plivo sidebar.
- Click on Your Plivo number.
- Copy your Plivo number.
- Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
- Paste your Plivo number in Your Caller ID field in the CRM. Remove all special characters from the number while you paste it.
- Go back to Plivo, and select the application you created in Step 18 from the PHLO Name drop-down.
- Click Update Number.
- Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
- Choose the following for incoming calls:
- Welcome Message Type - This is an audio message that is played while a client is calling you. You can choose:
- Message - Type the message, which is transcribed into an audio message.
- URL - The audio on the URL is played as the audio message.
- 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
- Message - Type the message, which is transcribed into an audio message.
- URL - The audio on the URL is played as the audio message.
- 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
- Message - Type the message, which is transcribed into an audio message.
- URL - The audio on the URL is played as the audio message.
- No Answer Timeout (sec) - The period after which a client’s incoming call must be disconnected before you receive it. For example, 60 seconds.
- Language for IVR messages - The language in which the Welcome Message must play.
- Business Hour Name - Select the agent’s business hours.
- Voicemail Email ID - When clients leave a voicemail message, it is sent to the email address you specify here.
- 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.
- Wait Music URL - The music that must play when a client’s call is being connected.
- Recording - Choose Yes if you need a recording of the call. Otherwise, choose No.
- 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.
- 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.
- Welcome Message Type - This is an audio message that is played while a client is calling you. You can choose:
- Click Save.
- Do the following in Vtiger CRM.
- Click the User Menu on the top right corner of the screen.
- Click My Preferences.
- Click the Edit icon.
- Scroll down to Phone Preferences.
- Enter the extension number in the Plivo Extension field. Prefix the country code to the number and remove the + sign. For example, 919998877766.
- Click Save.
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