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.
Note. 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.
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
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
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.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
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, ...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 ...Avaya Cloud Office Integration
Set up Avaya Cloud Office Integration Avaya Cloud Office cloud phone service harnesses the power of internet to form a suite of business communication features on a cloud-based phone system. You can manage calls, host audio and video conferences, ...Cisco Webex
Cisco Webex is a collaboration software which allows you to set up online meeting with participants. Integrating your Cisco Webex account with Zoho CRM allows you to create events/meetings using Cisco Webex directly from Zoho CRM. Setting up the ...
New to Zoho LandingPage?
Zoho LandingPage Resources