MiiTel For Zoho CRM

MiiTel For Zoho CRM


This integration is supported for users in the US and JP DCs.
Scope   
      To initiate, receive and synchronize records of phone calls on Zoho CRM, using the MiiTel extension.

Overview   

      The MiiTel extension can be integrated with Zoho CRM to receive, initiate and synchronize calls and store those records. This extension is displayed as a widget in the bottom right corner of the screen. This will be available across all the modules available in Zoho CRM. When a call is received or initiated through the leads, contacts, accounts or deals modules, the subject name will be displayed. When a call is made from the remaining modules, it will be displayed as MiiTel call. Following below are images depicting the MiiTel extension widget.


MiiTel widget before logging in



MiiTel widget after logging in




Outgoing calls   

      When an outgoing call is made with the MiiTel extension directly from the leads, contacts, accounts and deals modules, the subject name will be displayed. However, from the remaining modules, the caller ID will display the subject name as MiiTel call.

 

Note: All outgoing calls, whether they were attended or missed by the receiver, is recorded as an outbound record. When a call is made from the MiiTel widget, then the subject name is populated when the call is answered.

 

Incoming calls   
      On the other hand, when it comes to incoming calls, the widget will be populated when the call is received. When a call is received, the phone number will search in contact module and link that corresponding call in that contact record. When answered by an organization, they would have a frame of reference about who the call is from.

 Call tracking 

  1. The details of an  incoming call are tracked if the user does not answer the call.
  2. These calls are saved in the system with the tag Missed.
  3. The details of an incoming call cannot be tracked if:
    1. All the user's lines are engaged.
    2. All the user's status are set to busy.
  4. As a result, these calls will not be tracked by the system.

 Ending a MiiTel call 

  • At the end of both an incoming and outgoing call, a new record will be created in the call module. This record will be linked to the relevant module in the closed activities section.

  • The call summary will be added to the notes section, under the call record.

  • The memo will be attached to the call record, once the call is done

  • The URL of the MiiTel analytics recorded call is added in the description fields.



     

Installation process   


      The MiiTel widget can directly installed from marketplace. There are two versions available- for Windows and Mac OS respectively. Select the version compatible with the user's laptop.



Once installed, the extension has to be configured with Zoho CRM. Upon installation, under widget settings, there is a tab called JavaScript ウィジェット (JavaScript widget). Following below is an image depicting the new window. Copy the access Key and company ID from this window.




 Zapikey   

      The Zapikey will be generated during installation. This needs to be copied and pasted in the following tab. Following below is the tab in the MiiTel setting page where the Zapikey can be found.

 

 


Following below is an image depicting where the Zapikey needs to be configured.


 

Add the copied access Key and company ID to the extension settings window, as shown below.

 


 

Note: The following images depict scenarios where one of these IDs are not correctly configured.

 

 

Case 1:

If both the Company ID and access key are not configured.


 Case 2:    

If the extension is configured with an incorrect company ID.


Case 3:
If the extension is configured with an incorrect access key

 

   

 Frequently asked questions   

1)Why should users avoid clicking the maximize button?

      The size of the window is too wide for Zoho CRM. This will be fixed in upcoming editions.

2)Can users schedule calls?
      Users cannot schedule calls at the moment, they will have to manually make calls using the MiiTel extension.

3)Are incoming calls recorded when all users are busy?

      Incoming calls are only recorded when the user's status is available and does not answer the call.            
  1. Incoming calls are not recorded when:
    1. All the users are engaged on other calls.
    2. If the user's status is set to busy.
  2. As a result, the data will not be tracked into the system.

4)Are both incoming and outgoing calls tracked?
      Yes, both incoming and outgoing calls are tracked, when made using the MiiTel extension.

5)Is the MiiTel extension available in incognito/private mode?
      No, the MiiTel extension is not available in incognito/private mode.
      


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