Cisco Telephony Integration
Calls are the primary method of communication for executives with prospects and clients. Your team can make and take calls directly from their sales software by integrating Cisco Unified Communication Manager with Zoho CRM, and you can track the outcomes of each call against transactions. Additionally, each record will include a call history so you can keep track of past discussions.
For now, we have introduced Cisco Unified Communication Manager as a beta version, this can be installed only on request. Later this can be directly downloaded.
Request Access
To request access for Cisco Unified Communication Manager, go to Setup > Channels > Telephony > Cisco > Request Access
Once you request for access, a trigger is generated for the support team. Then the support team from Zoho provides the permission to install Cisco Unified Communication Manager. Once the request is approved the user can install Cisco Unified Communication Manager.
Installation
To install Cisco Unified Communication Manager, go to Setup > Channels > Telephony > Cisco > Install. You can choose users from your organizations, before installing.
To install Cisco Unified Communication Manager, you will be requested to download a zip file and complete the mentioned setup in the Cisco Unified Communication Manager server. To download the file you should provide the Cisco Unified Communication Manager credentials.
You can follow the following steps to establish the setup:
Steps to enable Cisco integration
1. Create an application user in CUCM and add the user credentials within the telephony setup.
2. Roles needed for the application user
- Standard CCM Admin User
- Standard CTI Enabled
- Standard CTI Secure Connection
- Standard CTI Allow Reception of SRTP Key Material
- Standard CTI Allow Control of Phones Supporting Rollover mode
- Standard CTI Allow Control of Phones Supporting Connected Xfer and conf
3. Under the Controlled Devices section for the application user, add the devices that will be used in the Zoho integration. Only the extension of those devices can be mapped to Zoho users.
4. Next, go to the Zoho Telephony setup page. Enter the CUCM publisher domain and the application's user credentials. Click Download Cisco Adapter.
5. Unzip the file.
6. Run the startcisco.sh file.
7. After a successful connection, the Cisco integration will be enabled.
Notes:
Extract the zip file and run the .sh file on a server within the same network as the CUCM.
You need to download this file every time you reinstall Cisco Unified Communication Manager or while establishing a new connection for a different organization.
Once the connection is established between Cisco Unified Communication Manager and Zoho products, now you have to map the users with the extensions available. Mapping can be done to all the user available in the CRM account. An un-mapping can also be done anytime.
Making Calls
Once Cisco Unified Communication Manager is installed in the account, now you can directly make call from Zoho CRM. The call that we make from Cisco Unified Communication Manager is not made from the browser, instead it is connected via Cisco Unified Communication Manager and call are connected through softphone/any extensions made. Similarly, calls received can also be answered through softphones.
But all the control for the call is still available in the CRM UI.
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