How do I configure Twilio with Vtiger's Phonecalls module?

You can configure Twilio as a Client gateway. This setup involves integrating Twilio capabilities directly into your client-side application or browser.
Note: 

• To set up the gateway, log in to your Twilio account and keep both Vtiger and Twilio tabs open.
• Configuration requires you to move back and forth between Vtiger CRM and the Plivo website.
• You can configure Twilio and other gateways in Vtiger CRM only if you are an Admin user.

Step 1: Selecting Twilio as a Default Gateway in Vtiger CRM
Follow these steps to set up Twilio as a client gateway 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 Extensions.
5. Select Phone Configuration. 
6. Click +Add Gateway. The Twilio configuration page opens.
7. Enter or select the following information
   1. Gateway: Select Twilio from the Gateway drop-down.
   2. Gateway Status: Select Active from the Gateway Status drop-down. This activates the gateway for incoming and outgoing calls.
   3. Default Gateway: Set the gateway as the default by selecting Yes from the Default Gateway drop-down. This step is optional.
   4. Label: Enter a keyword to label the gateway.

In the following steps, you will copy the Auth ID and token from your Twilio account and paste them into Vtiger CRM.

Step 2: Copy the Auth token from your Twilio Account

8. Copy the Account SID from the Twilio Dashboard to a notepad.
9. Copy the Auth Token from the Twilio Dashboard to a notepad. (Click Show to display the token.). Go back to the Vtiger CRM screen.

Step 3: Paste the Account SID in the Auth ID field in Vtiger CRM

10. Auth ID: Paste the Twilip Auth SID to the Auth ID field
11. Auth Token: Paste the Twilio Auth Token into the Auth Token field. Go back to the Twilio screen.

Step 4: Add details in the Twilio screen

12. Click All Products & Services from the left sidebar in Twilio.
13. Click Phone numbers.
14. Select Manage.  
15. Click TwiML Apps. The TwiML App window opens
16. Click the + icon to add Vtiger as an app. The Create TwiML App window opens.
17. Enter the following information:
    1. Friendly Name: Add the name as Vtiger CRM. The TwiML apps/Vtiger CRM page opens.
    2. Copy the SID information to a notepad.
18. Go to Vtiger CRM.

Step 5: Add SID information in Vtiger CRM

19. Twiml App Sid field: Paste the TwiML SID number in this field.
20. Copy the Client Callback URL to a notepad.
21. Go to Twilio.

Step 6: Add CRM Request URL to Twilio

22. Go to the TwiML apps/Vtiger CRM page.
23. Voice: Paste the Request URL (from the CRM).
24. Click Save.

Step 7: Configure Voice and Fax on Twilio

25. Click the Menu from the left sidebar in Twilio.
26. Select Phone Numbers (# icon).
27. Select Manage.
28. Click Active Numbers.
29. Click your Twilio number. The Voice & Fax page opens.

Step 8: Configure Voice and Fax on Twilio

30. Scroll down to Voice & Fax and select the following:
    1. ACCEPT INCOMING: Select Voice Calls.
    2. CONFIGURE WITH: Webhooks, TwiML Bins, Functions, Studio, or Proxy.
31. Copy the Callback URL from the CRM.
32. Go back to the Twilio console and paste the Callback URL in the following fields:
    1. A CALL COMES IN
    2. PRIMARY HANDLER FAILS
    3. CALL STATUS CHANGES
33. Click Save.
34. Go back to the CRM tab and 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.
35. 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.
36. ​​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. 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.
37. No Answer Timeout (sec) - The period after which a client’s incoming call must be disconnected before you receive it. For example, 60 seconds.
38. Language for IVR messages - The language in which the Welcome Message must play.
39. Business Hour Name - Select the agent's business hours. 
40. Voicemail Email ID - When clients leave a voicemail message, it is sent to the email address you specify here. 
41. Voicemail Transcription - Choose None if you do not want a transcript of the voicemail. Choose Auto if you need a transcript.  
42. Wait Music URL - The music that must play when a client’s call is being connected.
43. Recording - Choose Yes if you need a recording of the call. Otherwise, choose No.
44. Recording Message - When recording is enabled, the recording message is played before the system starts recording the call.
45. Ticket/Case Title - Enter the case title. Vtiger CRM does not consider this value.
46. Opportunity Name - Enter the case title. Vtiger CRM does not consider this value.
47. Ring Incoming calls from an unknown number - A mandatory field where you configure users who will be alerted by a ring. You can configure all users and groups for an unknown number.
48. Ring Incoming calls from a known number - You can configure all users, assigned users, and groups for a known number. 
49. Country - The outgoing call will have the country code of the country chosen from the drop-down menu.
    1. When you choose a country, the calls populate that country's phone code. For example, if you select India, +91 is used to generate the calls.
    2. If you keep the field blank, calls can be triggered with all other providers, and the codes will auto-populate.
    3. If you select All, the CRM allows all types of country codes to make a call.
    4. If you configure the same country in multiple gateway fields, the CRM displays all the providers configured with the same country code. You can choose any of the gateways to generate a call.
50. Click Save.

Tips: 

• When you set up a client (Twilio or Plivo only) gateway, you can see a Dialer shortcut at the top of your CRM screen. You can directly dial a number and call from the shortcut. 
• After you finish configuring, you must share your Twilio number with your customers so they can contact you.

Admin users can restrict other users from making or receiving calls through Profiles.