Kaizen #159 - Configuring Telephony Extension Widget in Zoho CRM
Hello Developers!
Welcome back to the Widgets fold in our Kaizen series.
Welcome back to the Widgets fold in our Kaizen series.
In this post, we will learn how to build a custom telephony extension widget for call centers and deploy it within a Zoho CRM organization. This helps in establishing unified communication support without leaving the platform.
Why configure a Telephony?
Telephony integration with Zoho CRM is vital for businesses that rely heavily on customer communication and sales. Following are a few key reasons for its vitality:
- Centralized Communication: Make and receive calls directly within the CRM, streamlining the communication process.
- Automatic Call Logging: Calls are automatically logged, helping businesses track communication history without manual effort.
- Enhanced Collaboration: Sales, marketing, and customer service teams can access shared communication logs for improved teamwork.
- Automated Follow-Ups: After each call, you can trigger follow-up tasks or emails, ensuring no lead is forgotten.
While the Zoho Marketplace within Zoho CRM offers a variety of telephony extensions, we will look at how to create a private extension that allows you to customize the integration to suit your specific needs.
Note:
For this demonstration, we will use RingCentral as our telephony platform. Although RingCentral is available in the marketplace, we will assume it is a private connected app in this scenario.
Business Scenario
Imagine that you are running a sales agency and you want a widget that lets your sales reps make calls directly from Zoho CRM while tracking all call details seamlessly within CRM records.
The private extension should allow you to control the user interface, customize call-related actions, and manage data flow directly into the CRM, optimizing your sales process.
Creating a Private Telephony Extension
Start by logging into your Zoho CRM account and follow the below steps to build a private extension powered by Zoho Sigma.
Set Up a Private Extension
1. Navigate to Setup > Marketplace > Extension Builder.
2. Create a workspace in the new tab and click on the New Extension button.Provide the necessary details as shown in the image and choose the service as Zoho CRM.
3. Provide the necessary details as shown in the image and choose the service as Zoho CRM.
4. Click Create.
5. The private extension that you have created will be listed in the Extensions page. Choose your extension and click the edit icon.
Configure the Telephony Widget
6. In the console, go to Utilities > Connected Apps on the left-side menu.
7. Follow the steps provided in this kaizen to create a new Zoho CRM widget for this use case.
8. Fill in the details of the application as shown in this image.
We have chosen External Hosting for the demo, as our sample widget code is hosted on Amazon Web Service (AWS).
Refer to the 'Code Logic for Integration' section below to see how the widget code should be handled.
9. Click Save.
Code Logic for Integration
10. Here is the core logic for handling telephony events like Dial and DialerActive using the Zoho CRM JS SDK:
DialerActive Event Listener:
- This listener is triggered when the softphone icon at the bottom of your screen is toggled.
- It makes a call to the dialed number using Ring Central SDK.
Dial Event Listener:
- The listener is activated when a user initiates a call from a Zoho CRM record using the phone icon next to the Phone fields.
- The phone button passes the specific record data to the widget, allowing Ring Central to display the record name and dial the number. Following it, the Ring Central SDKs play the role to execute call related functions.
Call Completion and Notes Update:
- Once a call ends, the widget opens a note section.
- The text added to the widget is fed to the Notes Related List of the corresponding record using the Add Notes SDK.
For detailed instructions and to get started, the demo code is available on our GitHub page. Ensure to replace your telephony app credentials, SDKs, and its versions in the rc.js and handler.js files to suit your production needs.
Configure the Call Center
11. Navigate to Build > Telephony in the left menu.
12. Provide a Name and the Resource Path of your widget.
13. Click Save.
Packaging and Publishing
14. Go to Package > Publish on the left-side menu and publish the extension.
15. You will receive a prompt asking if you would like to submit your extension to the Marketplace and avail it like other telephony platforms.
Once submitted, the review process will take from three weeks to one month for approval.
Instead of waiting for approval, we will proceed with deploying the extension using the private plugin deployment link.
Deploy in your Organization
16. Log into your Zoho CRM organization.
17. Replace the URL of your Zoho CRM page with the deployment link from the Developer Console to install the widget extension.
18. Approve the addition of this extension to your CRM.
19. Once installed, refresh the page and check for the softphone icon at the bottom of your screen.
Click the icon to log in to your telephony platform, such as RingCentral.
Try it Out!
Once the softphone is installed, try out the following features:
- The softphone icon opens an iframe dialer pad.
- You will see a phone icon near the Phone data fields, enabling quick calls directly from the record.
- After calls, you can take notes and log them as a related list for the CRM record.
Additional Components
Consider adding these components to enhance the functionality of your telephony extension widget:
- Call Recordings Widget: Create a related list widget that automatically stores all call recordings for future reference. Refer to this page for help.
- Call Analytics: Using Ring Central SDKs support users can integrate call duration, frequency, and outcomes into a CRM dashboard Widget for performance tracking.
- Custom Workflow Triggers: With the help of Insert Records SDK in the extension widget, you can automatically log the call details into the Calls module. This enables you to trigger workflow rules for follow-up tasks, notifications, or actions based on call outcomes.
From managing call center operations to automating task follow-ups, the potential of widgets is vast and adaptable to a variety of business needs. We encourage you to explore the complete potential of widgets to build custom solutions that elevate your workflows.
For further assistance, explore our Widget fold in the Kaizen collection or reach out to us at support@zohocrm.com. You can also drop your questions in the comments below.
Cheers!
-----------------------------------------------------------------------------------------------------------------------------------
Related Reading
- Zoho CRM Widget - An Overview, Installation and Creation, Mobile Compatibility, other Kaizens.
- Widget SDKs - An Overview, Insert Records API and SDK, Add Notes API and SDK.
- Zoho Marketplace - An Overview
- Zoho Developer Console - An Overview, Creating Extensions, Building Connected Apps, and a Quick Start Guide.
- RingCentral - Getting Started, Ring Central SDKs.
-----------------------------------------------------------------------------------------------------------------------------------
Previous Post: Kaizen #158 - How to effectively handle API calls to optimize API credits? | Kaizen Collection: Home
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kiruthiga G
Sticky Posts
Kaizen #152 - Client Script Support for the new Canvas Record Forms
Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achievedKaizen #142: How to Navigate to Another Page in Zoho CRM using Client Script
Hello everyone! Welcome back to another exciting Kaizen post. In this post, let us see how you can you navigate to different Pages using Client Script. In this Kaizen post, Need to Navigate to different Pages Client Script ZDKs related to navigation A.Kaizen #210 - Answering your Questions | Event Management System using ZDK CLI
Hello Everyone, Welcome back to yet another post in the Kaizen Series! As you already may know, for the Kaizen #200 milestone, we asked for your feedback and many of you suggested topics for us to discuss. We have been writing on these topics over theKaizen #197: Frequently Asked Questions on GraphQL APIs
🎊 Nearing 200th Kaizen Post – We want to hear from you! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.Kaizen #198: Using Client Script for Custom Validation in Blueprint
Nearing 200th Kaizen Post – 1 More to the Big Two-Oh-Oh! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Provide a standard structure to your content using article templates
Hello everyone, When multiple writers work on different documents, maintaining a standard structure can be challenging as each of the writer follows a different writing style. However, when the structure, tone, and format of every document is different,How to update custom multi-user field in Zoho Projects?
I'm trying to update custom multi-user fields in Zoho Projects via a Deluge function in CRM. The code I have so far is below. It works for updating standard project fields and single-line custom fields, but it does not work to update multi-user fields.Accessibility Spotlight Series - 1
Every user interacts with products differently, what feels intuitive to one may be challenging for another. Addressing this, accessibility is built into Zoho Project's design philosophy. This helps users navigate and perform actions with ease irrespectiveProjects Tasks Not Showing Dependencies
I'm clicking on tasks and the popup to add dependencies isn't showing. I can't disconnect the nodes either. For some reason when I slide a task backwards it says it cannot go before a predecessor, even though there is not predecessor. Double clickingDeprecation of C4 endpoint URLs
Note: This post is only for users who are still using the C4 endpoints. Hello everyone, At Zoho Creator, we're committed to continuously enhancing the security, performance, and capabilities of our platform. As part of this ongoing effort, we'll be deprecatingIntroducing AWS authentication for connections in Deluge
Hello everyone, We're incredibly excited to announce the all-new AWS authentication for connections in Deluge! This highly anticipated feature simplifies connecting to Amazon Web Services, opening up a world of possibilities and allowing you to seamlesslyTimeline Tracking Support for records updates via module import and bulk write api
Note: This update is currently available in Early Access and will soon be rolled out across all data centers (DCs) and for all editions of Zoho CRM. The update will be available to all users within your organization, regardless of their profiles or roles.Customize User Invites with Invitation Templates
Invitation Templates help streamline the invitation process by allowing users to create customized email formats instead of sending a one-size-fits-all email. Different invitation templates can be created for portal users and client users to align withListObjects is recognized by VBA
Sub addNewRow() Dim ws As Worksheet ' Set your worksheet name Set ws = ThisWorkbook.Sheets("Invoice") ' Set your table name (change "Table1" to your actual table name) ws.ListObjects("InvItems").ListRows.Add End Sub I am getting Unknown function: LiKPI Widget dashboard select periods
I have a problem with selecting periods as a user filter. In the beste scenario I would like to have to have a period filter like Google Analytics has of Datastudio (see attachment). In the KPI widget I "Group by "inquiry_date" on week&Year". It selectsNeed a way to secure Prefill URLs in Zoho Forms (hide or encrypt prefilled values)
Hi everyone, I often use Zoho Forms with prefilled URLs to simplify the user experience — for example: https://forms.zohopublic.com/.../form?Name=David&Amount=300 However, the problem is that all prefilled values are visible and editable in the link.Can’t send emails from Zoho CRM after adding a new user — verification codes not received
Hi everyone, We recently added a new user to our Zoho CRM account and purchased an additional license. Since then, we haven’t been able to send any emails from Zoho CRM. Our Zoho Mail accounts are working perfectly, we can send and receive emails directlyCRM for email in Outlook: how to ignore addresses?
We’re using the "Zoho CRM for email" add-in for Outlook. When opening an email, the add-in displays all email addresses from the message and allows me to add them to the CRM or shows if they’re already contacts. However, sometimes people listed in ToScheduling Calls in CommandCenter / Blueprints
I would love it if you could add a function to schedule a call in the lead's record for a future date. I know you can add a Task by going to Instant Actions > Task and completing the form: These tasks go into the lead's record under Open Actions. ButWorkflow Creation with Zia gets stuck
It gets stuck here:Quickly send emails and sync conversations with custom email addresses in CRM
Editions: All editions DCs: All DCs Release plan: This enhancement has been released for customers in all DCs except IN and US. We will be enabling it for IN and US DC customers soon. [Update on 22 May 2024] This enhancement has been released for allZoho製品と生成AIツールの活用について
いつもありがとうございます。 弊社では、Zoho Oneを契約し、CRMを軸として、見込み客の管理から商談、その後の受注や請求の管理、サポート業務（Desk）、業務データのレポーティング（Analytics）などを行っております。 Zohoサービス自体には、Ziaというツールが搭載されているかと存じますが、それ以外の外部の生成AIツールと連携した活用などもできるのでしょうか？具体的には、CopilotなどがZohoに登録されているデータや情報を見て、対話型で必要なデータを提示してくれたり、商談や蓄積されたメモなどを分析してユーザが知見を得られるような活用ができないか、と考えております。Work with Contacts who use multiple Emails / Manage obsolete Email addresses without loosing Emails in Context
Hello List Work with Contacts who use multiple Emails Only after 1 week in using Zoho CRM productively we have contacts which randomly use 2 different email addresses. From the concept I've understood that Zoho CRM offers two email fields which are recognizedNew Field in CRM Product Module Not Visible in Zoho Creator for Mapping
I created a new single-line field in the Products module in Zoho CRM. Zoho CRM and Zoho Creator are integrated, but the newly created field in CRM is not visible in Zoho Creator when I try to map fields.Send WhatsApp voice messages from Bigin
Greetings, I hope all of you are doing well. We're happy to announce this enhancement we've made to Bigin. Bigin's WhatsApp integration now supports audio messages, so you can record and send voice messages. This makes it easier to handle customer questionsMicrosoft Teams now available as an online meeting provider
Hello everyone, We're pleased to announce that Zoho CRM now supports Microsoft Teams as an online meeting provider—alongside the other providers already available. Admins can enable Microsoft Teams directly from the Preferences tab under the MeetingsI want to subscribe 1 professional user but the email only 250 per day?
When I subscribe 1 professional user, I am only able to send 250 email per day? So less? Or is it typo, 2500 rather than 250? Any sale agent or friends can clear my doubt? Thank YouHow to add a % Growth column for year-over-year comparison (2024 vs 2025)
Hello, I am trying to build a monthly revenue comparison between 2024 and 2025 in Zoho CRM Analytics. My current setup is: Module: Deals (Affaires) Filter: Stage = Closed Won Date field: Closing Date Grouping: By Month Metrics: Sum of Amount for 2024,How do you map a user picklist field to another user picklist field.
In Zoho Projects, I'm trying to map a custom field (user picklist) in Task Details to a field (user picklist) in the Project Details. How do you get the two to map to each other? This is what I currently have that works for my other fields but doesn'tExplore Competitive 3D Scanner Prices at Protomont Technologies
The genesis of Protomont Technologies emerged from the collaborative efforts of the founders in 2019, both the founders shoulder an enormous experience in the world of 3D Printing. Protomont Technology aims to craft your vision with creativity, empoweringNew and improved API resources for Zoho Sign Developers
Hello, Developers community! We know that for you, an API's real value depends on how quickly, easily, and reliably you can integrate the it with your application. That's why we're excited to talk about the recent improvements to our developer resources,stock
bom/bse : stock details or price =STOCK(C14;"price") not showing issue is #N/A! kindly resolve this problemProject Approval Process Workflow
Issue: When a new Project is created, there is lack of process/workflow that provides their manager a process to approve or review. Suggestion/Idea: Similar to “Workflow”, we need “Workflow” ability at Project level, where based on the criteria of theMarketing Tip #5: Improve store speed with optimized images
Slow-loading websites can turn visitors away. One of the biggest culprits? Large, uncompressed images. By optimizing your images, your store loads faster and creates a smoother shopping experience leading to higher sales. It also indirectly improves SEO.Why can I not choose Unearned Revenue as an account on items?
Hello, I do not understand why we don't have the ability to code an item to unearned revenue. It is not an uncommon situation to have in business. I understand that there is the Retainer invoice as an option, however that doesn't really work for us. OurForm Submission Emails
Is there a current delay with submission emails being sent? We've had 10-20 forms completed today but only a handful of emails.Rules not working properly
I created a rule to display certain fields on certain states. But it seems to be not working. It hides the fields even when I selected California, (which is a state that should show the fields when selected)Notebook font size issue
If I copy something from somewhere and paste it in my notebook, the font size becomes smaller.Sign in process is beyond stupid. I'd rather plug my phone into USB and copy files than sign in to this POS.
792 clicks and fields to fill in just to get into a 3rd rate app is too stupid for me.Ampersand in URL parameter // EncodeURL does not work
Hi Zoho, I have a url link with a parameter. The parameter is including ampersand in some cases (Can be "H&M" or "P&I") When trying to use %26 instead of "&" (the result I get using EncodeURL()) I get H%26M instead of H&M in the parameter field. How can I solve this? Thanks! Ravidhow can we create in zoho crm a new contact when the looup does not find a similar existing one
In forms/integrations/zoho crm / ne w record tab, contact name is to be mapped with my form contact name. When I go in biew edit/lookup configuration, I don t get the options (help dedicated page simply repeat the same info you get in the app) and doesDirectory Websites
Directories are a good website category to gain search engine traffic. Directories for a professional service category as an example can help their members in search results over their individual website. It would be nice to have a directory templateManage Task on Mobile
How do we manage our task on mobile devices? It seems that there should be a standalone mobile app to handle the new task features. The new features released in regards to Task management are great by the way! Now we need to bring that all together inSet Default Payment Method & Default account
Hi, I would like to know how to set the default payment method and default bank account when recording payments in zoho books. At present we have to change these fields everytime we record a payment, which leads to potential error and as we have a veryCustomer Portal on Zoho Desk
Hi, I'd like to know more about the items below I found when setting up the Customer Portal on Zoho Desk. Could someone help me explaining these in details? Especially the 2nd and 3rd point. Thanking you in advance! Permissions Customers can sign up for Customer Portal Customers can view tickets of their organization (contacts) Customers must register to access Customer Portal Display Community in Customer Self Service portalNext Page