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 gatewayLet 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.
Step 2: You will be performing these steps both in Plivo and Vtiger CRM- 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.
Step 3: Perform these steps in Vtiger CRM- 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.
- Click Save.
Step 4: Configure the extension number in the CRM. Keep both the Plivo and CRM tabs open.- 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.