Integrate Multiple Telephony Providers in a Single Organization

Integrate Multiple Telephony Providers in a Single Organization

Dear All,


We have an exciting announcement with reference to telephony integration. Integrating telephony with our applications aids convenient communication with peers and customers. Once integrated, you can make, receive, and automate calls directly from various Zoho applications (Zoho One, CRM, Bigin, Recruit, Mail, and Desk). Furthermore, you can take notes during the call and have the calls associated with the leads or contacts without putting much effort.

Up to this point, we allowed integration of an organization with one PBX vendor at any given point. This seamlessly catered to small and medium businesses.

What is the update?
Now we are allowing single organization to integrate their account with multiple PBX vendors. Most enterprise level businesses have employees spanned across geographies and one PBX vendor that is available in a region may not be available in another region.

For example, in a multinational company, integrating a PBX vendor that is available and easily accessible at the head quarters in Canada, may not be available at branches at other countries. This unavailability causes operational difficulties and the employees in other branches may not benefit from the telephony integration.

To address this disparity, we are providing the ability to integrate multiple PBX vendors into one organization. 
How do I install multiple PBX vendors?
As an Admin, you can install vendors from Telephony MarketPlace under Channels. Click here to know more about installing vendors.

During installation, you can choose if the integration is installed for all users or for specific users. 
  • Select All Users, if all users in the organization prefer using the same vendor.
  • Select Specific User(s), if specific users in the organization, prefer to use different provider based on geographical availability and performance.

How to associate users with a PBX vendor?
A user can be associated with only one vendor at any point of time. If you would like to migrate the user to a different vendor, the user has to be removed from the existing vendor and added to the new one, manually.
How do I add or remove users after installation?
After installation, you can add or remove the users from the Manage Users tab in the PBX vendor page.
  • If you have selected All users during installation, you can add or remove user(s) by clicking on the modify option.This changes the installation from all users to specific users.

  • If you have selected Specific users during installation, you can install for other users as and when needed. 

That's about the update. Refer to our help doc for more information. Also check the list of telephony providers available for different Zoho applications.

Thanks and Have a good one!

Saranya Balasubramanian

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