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How do I integrate Duocom with Vtiger CRM?

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To integrate Duocom with Vtiger CRM, you need to have an active Duocom account, and you need to have installed the Phone Calls module in Vtiger CRM.

Follow these steps to integrate Duocom with Vtiger CRM:

Step 1: Sign up for Duocom
In order to use the Phone Calls module with Duocom, set up a Duocom account and configure Call Flow according to your business process from here.

Step 2: Install the Phone Calls module in Vtiger
The Phone Calls module is not readily available in Vtiger. It has to be installed manually to get started with the module. Follow these simple steps to install the module.
  1. Click the User Menu on the top right corner of the screen.
  2. Click Settings.
  3. Scroll down to Extensions
  4. Click Add-ons.
  5. Locate Phone Calls
  6. Click Install.
Step 3: Configure your Duocom credentials in Vtiger CRM
After registering with Duocom, follow these steps to configure Duocom in Vtiger CRM:
  1. Click Main Menu.
  2. Click Essentials
  3. Go to Conversations.
  4. Click Phone Calls.
  5. Click Customize.
  6. Select Phone Configuration.
  7. Click Add Gateway.
  8. Select the Generic option.
  9. Enter or fill in the following information: 
    1. Gateway Status: To make/receive calls via this gateway, mark the Gateway Status as Active
    2. Default Gateway: To make this your default gateway for Click-to-Call, select Yes from the drop-down.
    3. Vtiger Secret Key: Unique key generated for authentication, which has to be added to the configuration of your My Office Web console.
    4. Enable Outgoing Calls: Select this option to display the outgoing calls configuration box just below.
    5. Outgoing calls section: 
      1. URL to Notify: POST https://scgi.duocom.es/cgi-bin/telefacil2/makecall
      2. Content type: FORM
      3. Authorization type: No authorization
      4. Parameters: Do not add any parameters
Note: Vtiger passes 3 parameters, by default, to the configured endpoint.
  1. to - customer’s phone number
  2. from - user’s office phone (mandatory field in My preference)
  3. Vtiger-secret - this parameter is passed in request headers
Step 4: Configure the extension number for each user
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.
  1. Open My Preferences.
  2. Configure your office phone number in the following format - [Switchboard number].[extension] for example, 912345678.1
Note: Each user will have different extensions configured for them.
For example, consider configuring office numbers for Arjun Varma and Liam Mason.
[email protected] - Office Number = 912345678.1
[email protected] - Office Number = 912345678.2
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