Guys,
We have enabled Phonebridge and are using our PBX (Jive/GotoConnect) with Zoho CRM.
- Incoming calls to the PBX number are recognized and added to completed calls (assuming, of course, the incoming number is recorded in a lead or contact record)
- The outgoing calls process seems to work similarly
So far, so good.
We have, however, most of our sales guys in the field with cell phones. I'm a bit confused as to how best create a consistent phone flow.
- Outbound calls from the mobile app bypass the Jive/GoToConnect soft phone so now the outbound call is completely missed by Zoho CRM. I've seen a workaround for iOS with enabling CRM data to be searched by spotlight - but this is a multi-step process to make a call and, inevitably, subject to errors and people forgetting.
- Incoming calls to the direct cell number are missed by Zoho CRM. Should we redirect any "direct to mobile" calls to the assigned PBX number?
Clearly, we prefer to route all incoming and outgoing calls through our PBX so the number that is displayed to the customer is our PBX line, not people's work cell phones.
Is there anyone out there who has defined a comprehensive setup that really allows one to capture 100% of the incoming and outbound call volume - desk and mobile?
Thanks in advance,
JV