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How do I integrate Knowlarity with Vtiger?

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To use the Phone Calls module with Knowlarity, you need to have the following details:
  1. An active Knowlarity account
  2. Phone calls module installed in Vtiger. If you haven’t yet installed it, please refer to the Phone Calls article.
If you have installed already then follow the below steps to configure Knowlarity.

Step 1: Configure your Knowlarity credentials in Vtiger
After registering with Knowlarity, you will be provided with a phone number, API key, and SR Number. 
Follow these steps to configure these in Vtiger CRM:
  1. Log in to the CRM.
  2. Click the User Menu on the top right corner of the screen.
  3. Click Settings
  4. Click Extensions.
  5. Select Phone Configuration.
  6. Click Add Gateway.
  7. Select Knowlarity from the drop-down.
  8. Enter or select the following information -
    1. Gateway: Select the Phone Call provider from the drop-down.
    2. Gateway Status: Select the status of the gateway as Active/Inactive. If active, you get the gateway prompted to select during a phone call.
    3. Default Gateway: Mark the gateway as default to automatically make a call from Knowlarity.
    4. API Key: Enter the API Key provided by Knowlarity. You can find the API key in Settings > Call Flow > Plan Settings page.
    5. SR Number: Add your SuperReceptionist phone number here.
    6. Your Caller ID (For Outbound Calls): The Knowlarity business number that is displayed to customers when they receive incoming calls from agents.
    7. Callback URL: Enter your Portal Callback URL details.
    8. Ticket/Case Title: Create merge tags or add custom strings that will be used when the Case is created from an Incoming Call Popup. E.g., Issue reported by $contacts-firstname$.
    9. Opportunity Name: Create merge tags or add custom strings which will be used when Opportunity is created from Incoming Call Popup. E.g., Opportunity with $contacts-firstname$ $contacts-lastname$.
    10. Vtiger Secret Key: Unique key generated for authentication, which has to be configured in Knowlarity.
  9. After you add all the details, click Save.
Step 2: Configure the extension numbers for users
For each user who is allowed to handle incoming and outgoing calls from the CRM, the extension number should be configured in the User preferences page.
Follow these steps to configure extension numbers for users:
  1. Open My Preferences.
  2. Configure the user number in Knowlarity Extension field under ‘Phone Preferences’ block.
  3. Number Format: [Country Code][Agent_Phone_Number], Ex: +919876543210.
Once the configuration is completed on both sides, i.e., Vtiger and Knowlarity, you are now ready to make and receive calls in the CRM.

Step 3: Enable Vtiger Integration in Knowlarity
After you have successfully configured the Knowlarity gateway in Vtiger, you have to set up Vtiger details in Knowlarity account.
Follow the below steps to connect Knowlarity and Vtiger.
  1. Login to Knowlarity.
  2. Click on the Integrations tab.
  3. Look for the Vtiger CRM plugin.
  4. Click Enable Now.
  5. Enter Vtiger details such as the Call back URL and Vtiger Secret Key.
  6. Click Save to integrate.
Note: To set up IVR service and Auto-dialler functionality, please visit Knowlarity website.
To know more about the features and benefits of this integration, please check Knowlarity + Vtiger CRM.
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