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How do I configure Asterisk in Vtiger CRM as a Normal gateway?

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You can only configure Asterisk and other gateways if you are an Admin user.
You can set up the following two types of gateways with Asterisk:
  • Normal gateway - To set this up, you must configure an extension phone number in the agent's preferences. When you call a client, it connects to the extension number first. Agents must receive the call on the extension number to connect with the client.
  • Client gateway - Outgoing calls directly connect to the clients when you use client gateways. You can set up client gateways only with Asterisk and Plivo.

Let us look at the procedure of setting up Asterisk as a Normal gateway.
Note: Log in to your Asterisk account and open both Vtiger and Asterisk tabs to set up the gateway.

Normal gateway
Let us first see how Asterisk works as a Normal gateway.
  • CRM admins must subscribe to the Asterisk service and get their Asterisk Number.
  • CRM admins must configure Asterisk in the CRM.
  • Individual sales and support representatives must set up their Asterisk Extension Number in their CRM preferences. 
  • Incoming calls - When a customer calls on the Asterisk Number, the call is routed to all the sales and support representatives. Any one of the representatives can attend the call.
  • Outgoing calls - When a sales and support representative calls a customer, the call is first routed to the representative's own extension number. The representative must receive the call on their extension number, after which the call connects to the customer. 

Follow these steps to set up Asterisk as a normal gateway:

Perform these steps in Vtiger CRM:
  1. Log in to CRM.
  2. Click on the User Menu in 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 Asterisk 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.

Configure your Asterisk Server information
  1. Vtiger Asterisk App URL - configure server name where Vtiger Asterisk Connector is installed as shown:
Syntax : Protocol://Asterisk_Server_IP:Port
Field Name Description
Protocol http/https
Asterisk_Server_IP Your Asterisk Server IP
Port Server Port configured in Vtiger Asterisk Connector config file.
Outbound Context Vtiger-specific context configured in your Asterisk Server (as mentioned in Appendix)
Outbound Trunk Trunk configured in your Asterisk server.
Outbound Prefix SIP or Local (for Hosted Asterisk).
Ticket Title/Opportunity Name You can set the merge tags (fields) for the Ticket/Opportunity creation from Incoming Call Pop-up.
Callback URL Callback URL that has to be configured in Vtiger Asterisk Connector
Vtiger Secret Key A unique key generated for authentication, which has to be configured in Vtiger Asterisk Connector.
  1. Click Save.
Configure the extension number for each user
The extension number should be configured on the User Preferences page for each user who can handle incoming and outgoing calls from the CRM.
  1. Open My Preferences.
  2. Configure the user number in the Asterisk Extension field under the 'Asterisk Configuration' block.
Number format:
Extension: [Extension_number]
For example,  1002
Once the configuration is completed on both sides, i.e., Vtiger and Asterisk, you are ready to make and receive calls in the CRM.

Note: Current integration does not support PSTN-based connections (only SIP Trunks).

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