How do I configure Plivo as a Normal 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: 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.

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: You will be performing these steps both in Plivo and Vtiger CRM

10. Log in to your Plivo account.
11. Click Voice. 
12. Click Overview.
13. Copy Auth ID and Auth Token from the Plivo > Account account screen.
14. Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
15. Paste the Auth ID and Auth Token in respective fields in the CRM.
16. Copy the Callback URL from the CRM.
17. Go back to the Plivo > Voice screen.
18. Click Applications. 
19. Click XML. 
20. Click Add New Application.
21. Enter the application name in the Application Name field. For example, Vtiger CRM.
22. Paste the Callback URL (that you copied from the CRM) under the following in Plivo.
    1. Primary Answer URL.
    2. Hangup URL.
    3. Fallback Answer URL.
23. Click Create Application.
24. Go to Phone Numbers (# icon) from the Plivo sidebar.
25. Click on Your Plivo number.
26. Copy your Plivo number.
27. Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
28. Paste your Plivo number in Your Caller ID field in the CRM. Remove all special characters from the number while you paste it.
29. Go back to Plivo, and select the application you created in Step 18 from the PHLO Name drop-down.
30. Click Update Number.

Step 3: Perform these steps in Vtiger CRM

31. Go back to Vtiger CRM > Settings > Extensions > Phone Configurations > Editing: Plivo > Gateway Configuration screen.
32. Choose the following for incoming calls:
    1. Welcome Message Type - This is an audio message that 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 here.
    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 Music URL - The music that must play when a client’s call is being 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.
33. Click Save.

Step 4: Configure the extension number in the CRM. Keep both the Plivo and CRM tabs open.

31. Do the following in Vtiger CRM.
32. Click the User Menu on the top right corner of the screen.
33. Click My Preferences.
34. Click the Edit icon.
35. Scroll down to Phone Preferences.
36. Enter the extension number in the Plivo Extension field. Prefix the country code to the number and remove the + sign. For example, 919998877766. 
37. Click Save.