Integrating Multiple Telephony Providers in an Organization | Zoho CRM

Integrating Multiple Telephony Providers in an Organization

Integrating CRM account with third-party telephony providers is cost-effective and time-saving. It allows to make, receive, associate, and automate calls directly from CRM, facilitating hassle-free correspondence.


A few enterprise level organizations, where team members are often geographically distributed, prefer to use different telephony services based on locale or other preferences. In such cases, using one vendor can pose operational issues such as unavailability of a vendor in a region, only few users using a certain telephony service, excess charges etc. For example, a company that is headquartered in Canada, may use RingCentral however, due to its unavailability in China the team members may not be able to access it. This limits the users in China from using this telephony service.

To address this disparity, we facilitate a single org account to integrate with multiple telephony vendors.

Multi-vendor telephony integration allows orgs to:
  1. Choose and use convenient vendors, based on the availability and performance in a region.
  2. Conduct performance test with different vendors before implementing.
  3. Add and remove users from a service easily .
Configuring PBX Vendors in Zoho CRM
Zoho CRM hosts a wide variety of cloud-based PBX and Contact Centre providers in the Telephony Marketplace. Click here to know the list of available service providers 
While setting up the configuration the admins can choose if they want to install the service for all users or specific users.


Notes:
  1. A user can be associated only with one vendor at a time.
  2. If you'd like to migrate user (s) from one vendor to another, the user(s) has to be uninstalled from the existing vendor and manually added to the other. For example, if a user is transferred from one location to another which uses a different telephony provider, then the admin must uninstall the user from the existing vendor and add the user to the new vendor, manually.
  3. There is no limit to the number of vendors you can install into an organization i.e. if there are users still remaining with out being associated to any vendor, additional vendors can be added to the organization.
  4. Integrating Telephony with Zoho CRM will be enabled only when the vendors are integrated from the Telephony Marketplace. Trying to install directly from vendor will cause this error: "Admin has not enabled Telephony in Zoho."

To enable multiple PBX vendor implementation,
  1. Go to Setup > Channels > Telephony.
  2. In the Telephony MarketPlace page, choose and click on the desired vendor.
  3. In the respective vendor page, click Install.
  4. In the Setup Zoho Telephony popup, select
    1. All Users if you want to install for all users in the organization.
    2. Specific users, if you want to install for few users. Select the desired users from the drop-down and click Done.
  5. Click on the Install button, to complete the installation.
  6. Click on the number of Users Selected to edit or view the selected users. 
Viewing list of installed vendors
Once the vendors are installed, you can see the list of vendors under the Installed tab under Telephony. As an admin, you can view, modify, and uninstall user(s) and vendors without any logistic difficulties.

To manage and modify user(s) when All users is selected,
  1. Go to Setup > Channels > Telephony > Installed.
  2. Under the list of installed vendors, select the desired vendor
  3. Click Details > Manage Users > Modify.
  4. In the Specific Users page, add or remove users, and click Done.
To manage user(s) when specific user(s) is selected,
  1. Go to Setup > Channels > Telephony > Installed.
  2. Under the list of installed vendors, select the desired vendor in which you'd like to add, modify or remove the user(s).
  3. Select the Install for another user option.
  4. In the Specific Users page, add or remove them by selecting or unselecting the checkbox. Alternatively, under the Manage Users tab, you can remove the user(s) by hovering over the user and clicking the Uninstall option.
  5. To extend the vendor for all users from specific users, select the Would you like to install for all users, who gets to join our organization in future? checkbox.
  6.  Click Done.


See also


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series


                                          • Digest


                                          • Functions


                                          • Meetups


                                          • Kbase


                                          • Resources


                                          • Glossary


                                          • Desk Marketplace


                                          • MVP Corner


                                          • Word of the Day


                                            Zoho Marketing Automation

                                              Zoho Sheet Resources

                                               

                                                  Zoho Forms Resources


                                                    Secure your business
                                                    communication with Zoho Mail


                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times


                                                      Carry your calendar with you
                                                      Anytime, anywhere




                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now




                                                                      Zoho TeamInbox Resources



                                                                              Zoho DataPrep Resources



                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW


                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now









                                                                                                      • Related Articles

                                                                                                      • Telephony - An Introduction

                                                                                                        Many salespeople spend a significant portion of their day making and receiving calls. For example: SDRs place large numbers of calls to reach out to potential clients and source appointments for account executives. Account executives engage with ...
                                                                                                      • Configuring built-in telephony in Zoho CRM

                                                                                                        This guide covers the information needed for a CRM admin to set up the built-in Telephony feature in Zoho CRM. Once you've identified your company's telephony needs, you can compare telephony providers based on key features, Zoho CRM integration, ...
                                                                                                      • Working with Built-in Telephony

                                                                                                        This guide will cover the information needed for a CRM admin to maintain the built-in Telephony feature in Zoho CRM. Please use the table of contents on the right hand side (under On this page) to navigate through this document. If you're accessing ...
                                                                                                      • Creating Vendors

                                                                                                        In Zoho CRM, you can create vendors by: Entering data in the vendor details form: You can manually fill in the Vendor details in the form. Importing vendors from external sources: You can gather data through various sources and import the CSV and XLS ...
                                                                                                      • Using Built-In Telephony

                                                                                                        Once built-in telephony is set up, users can personalize their phone preferences, manage user availability, make outgoing calls, receive calls, view calls in conversation and calls in queue, and add follow-up activities in CRM. Set User Availability ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace

                                                                                                          Resources

                                                                                                          Videos

                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                          eBooks

                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                          Webinars

                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.



                                                                                                            Zoho Show Resources