This feature connects your telephone system (PBX) with your Zoho Support account.  You can receive notifications about incoming calls and outgoing calls. When you receive a call, key details about the customer appear in a popup on your screen. You can view the customer's name, e-mail ID, telephone number and 4 of the recent open requests belonging to them.

Key Features

The key features of Zoho PhoneBridge include the following:

• Manage your incoming and outgoing calls
• Click-to-dial
• View the details of a contact or account when you receive or make a call
• Associate calls with tickets
• Update your call duration automatically
• Generate reports to view the amount of time spent, by support representatives, on each call
• Create multiple Zoho PhoneBridge groups to enable better customer support

Supported PBX Systems

The PBX systems that we currently support are:

• Asterisk 1.4
• Elastix 1.6
• Trixbox 2.6

If you are using a PBX system that we are not supporting yet, do send us an e-mail at support@zohosupport.com

Workflow

Setting up this feature is easy. The workflow of this feature is as follows:

• Create a Zoho PhoneBridge group
• Select a Group Identity Member (GIM). The GIM has to generate an authorization key required to configure the PBX build
• Assign extension numbers to which the support calls will be made
• Download and install the Zoho PhoneBridge adapter depending on the PBX system

To learn more about PhoneBridge feature in Zoho Support click here.

We would like to hear what you think about our new feature. Write to us at support@zohosupport.com.