Using Built-In Telephony
Set User Availability
- Click the Phone option at the bottom of CRM.
- Select either Online or Offline based on your availability to answer incoming calls.
Set Preferences
- If Browser is selected, the calls will be made directly from the browser.
- If Custom Phone is selected, the calls will be connected through a specified phone number. The custom phone number can be either a landline phone or a mobile phone.
- Click the Phone option at the bottom of CRM and select Preferences .
- Select Browser or Custom Phone from the Make my calls through dropdown.
If you select Custom Phone, enter the phone number to connect the calls through.
Manage Custom Caller ID
- Go to Setup > Channels > Telephony > Installed > Built-in - Details > Outgoing Call Users.
- Toggle the Allow to configure custom Caller ID switch on for all users you want to enable custom called ID for.
- Click the Phone option at the bottom of CRM and select Preferences .
- Select the +New Caller ID option on the Preferences page.
- Add the phone number with the country code on the Add Caller ID page and click Verify .
- Answer the automated phone call and enter the 6-digit validation code displayed on the Add Caller ID Page to verify the phone number.
- Any phone number can be added as caller ID.
- If a user adds more than one caller ID, then the caller ID will have to be chosen every time an outgoing call is made.
- The phone number must be verified to enable the caller ID feature.
- The incoming (return) calls will be routed via the existing service provider.
- If you want to receive incoming calls via Zoho, you will have to contact your service provider to forward the calls to the number you purchased in Zoho CRM. Alternatively, you can contact us for porting assistance.
Make Outgoing Calls
- Go to the record.
- Click the Call icon next to the phone or mobile number on the record detail page.
- Click the Dial pad option at the bottom of CRM .
- Dial the number and press Call.
Receive Incoming Calls
- The call can be put on hold, resumed, and muted as required.
- A call summary can be added to the Call description for future reference.
- The end call option can be used to finish the call.
View Calls in Conversation
You can view all the calls that are ongoing within your organization at that moment, the phone number of the caller, call duration, and the user who started the conversation.
- Click the Phone option at the bottom of Zoho CRM.
- Click View calls in Conversation.
View Calls in Queue
- Click the Phone option at the bottom of Zoho CRM.
- Click View calls in Queue.
- Click on the three dots beside the caller's name/number.
- Click Answer the call.
NOTE: Users can answer a call from the queue if they are not in any ongoing call.Follow-up activities
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