MiiTel For Zoho CRM
This integration is supported for users in the US and JP DCs.
Overview
MiiTel for Zoho CRM integrates MiiTel telephony system directly into the Zoho CRM interface, allowing users to make and receive calls without switching applications. The MiiTel telephony widget appears at the bottom-right corner of the CRM screen, enabling quick access to calling features. Users can also initiate calls from any module using the call icon available next to phone number fields, and all incoming and outgoing calls are automatically logged in the Calls module with complete call details. This integration ensures smooth communication, improved productivity, and accurate tracking of customer interactions within Zoho CRM.
Installation and Configuration
Step 1. Installing the Extension
- Navigate to Setup > Marketplace > All in Zoho CRM.
- Search for MiiTel for Zoho CRM and select it.
- Click Install, review the Terms of Service for both Zoho Marketplace and Vendor, then click Install Now.
- Click Confirm to complete installation.
Step 2. Configure MiiTel Access Key & Company ID in Zoho CRM
You will need the below two details from your MiiTel account:
- MiiTel Access Key
- MiiTel Company ID
How to Retrieve MiiTel Access Key and Company ID
- Visit https://account.miitel.jp/v1/signin and sign in to MiiTel Analytics using an admin account.
- Click on the ⋮⋮⋮ (menu icon) at the top-left of the page.
- Select Admin to open the MiiTel Admin console.
- Navigate to Third Party Integration > Javascript Widget.
- Retrieve the Access Key and Company ID from the HTML code displayed on the page (as shown in the reference image).
- Return to Zoho CRM and enter both values in the Configuration window of the MiiTel for the Zoho CRM extension.
Error Messages
The following error messages will be displayed when opening the MiiTel widget in Zoho CRM.
- Access key is invalid.
- Access key has not set.
- Company ID is invalid.
- Company ID has not set.
Step 3: Configure Call Integration Webhook URL (for Call Transcript Sync)
During extension installation, a Webhook URL will be auto-generated.This URL must be added to your MiiTel account to synchronize call transcripts into Zoho CRM (Notes section of the call record).
How to Configure in MiiTel Admin
- Visit https://account.miitel.jp/v1/signin and sign in with an admin account.
- Click the ⋮⋮⋮ menu icon and select Admin.
- Go to Third Party Integration → Outgoing Webhook.
- Open the Call History tab and click Add Call History Integration Setting.
- Paste the Zoho CRM Call Integration Webhook URL.
- Select when the webhook should be triggered:
- Transcript finished – After call transcription/voice analysis is completed.
- Speech summarization finished – After the call summary (meeting minutes) is generated.
- Real-time transcript finished(requires real-time transcription contract) – After live call transcription is completed.
- Real-time transcript summarization finished(requires real-time transcription contract) – After the live-call summary is generated.
- Click Save to complete the configuration.
For more details, please refer to the MiiTel help page.
Step 4. Configure Transcription Data Settings (Notes Sync)
MiiTel provides multiple details related to call transcription. You can choose which of these details should appear in the Notes section of the call record in Zoho CRM.
What You Need to Do
- In the Zoho CRM extension settings, enable Notes Sync to sync transcription data to call records.
- Review the available transcription options provided by MiiTel.
- Only the selected fields will be synced and displayed in the Zoho CRM call notes
- If a selected field has no value, that information will not be added to the Notes section.
Using MiiTel Telephony Within Zoho CRM
Outgoing calls
MiiTel offers two convenient methods for making outgoing calls from Zoho CRM.
1. Direct Call
This option allows you to place calls directly from Zoho CRM records.
How it works:
- In any module that contains a phone number field (e.g., Leads, Contacts, Accounts), a call icon will appear next to the number.
- Clicking the icon automatically opens the MiiTel widget, and the call begins.
- The call record will be automatically logged in the Calls module after the call ends.
2. Widget Call
This method is useful when you want to call a number that is not yet saved in CRM.
How it works:
- Click the phone icon at the bottom-right corner of Zoho CRM, where the MiiTel telephony widget is located.
- Enter the phone number directly in the widget.
- Click the Call button to begin the call.
- The call will be logged in the Calls module with complete details.
Incoming calls
When someone calls your MiiTel number, Zoho CRM automatically displays relevant customer information.
Incoming Call Behavior
- The MiiTel widget opens automatically in Zoho CRM upon receiving a call.
- The system searches for the caller’s phone number in the following order:
- Contacts module
- Leads module
- If a matching record is found:
- The customer’s name will be displayed inside the widget.
- Clicking the displayed name will directly open the corresponding CRM record.
- Additionally, A search icon will appear, allowing you to quickly access Zoho CRM’s global search page.
- If no match is found:
- The widget displays: 「No Contact Found.」
- A search icon will appear, allowing you to quickly access Zoho CRM’s global search page.
1. Ensure the Webhook URL is configured during Installation & Configuration (Step 3) to display call transcripts in the Notes section.
2. If transcription details are not synced to Call record Notes, enable Call Notes Sync in the MiiTel for Zoho CRM settings page. See Installation & Configuration – Step 4 for details.
Actions After a Call Ends
When a call ends whether incoming or outgoing the extension automatically creates or updates the relevant CRM records to ensure accurate call tracking and logging.After each call, a new Call record is created in the Calls module, containing essential details such as call time, duration, and call summary.
a. Direct Outgoing Calls
The call record will be linked to the exact module record (Lead/Contact/Account etc.) where the call was initiated from.
Example: If you click the call icon inside a Contact record → the call log is linked to that Contact.
b. Widget Outgoing Calls or Incoming Calls
- The system automatically searches for the phone number:
- Contacts module
- Leads module
- If the number is found, the call record is linked to the identified Lead or Contact.
- If the number is not found, the call record remains unlinked because no matching CRM data exists in that module.
Call Summary
For every call:
- A call summary is added to the Notes section of the call record.
- Only selected fields in the setting page will appear in the Notes section.
- The MiiTel Analytics call URL (recorded call link) will be included in the Description.
- This allows CRM users to quickly review the call recording and transcript.
Uninstallation
- Go to Setup > Marketplace > All > Installed Extensions.
- Select MiiTel for Zoho CRM and click Uninstall.
- Click OK to confirm.
Uninstalling removes only the telephony integration. All previously created Call records and Notes will remain in Zoho CRM and will not be deleted.
Frequently Asked Questions
Can users schedule calls?
Currently, users cannot schedule calls. Calls must be made manually using the MiiTel extension.
Are incoming calls recorded when all users are busy?
Yes, incoming calls are recorded even when all users are busy.
Will missed calls be logged?
Yes, missed calls will be logged.
What happens if a note exceeds the character limit?
If the character limit is exceeded, a MiiTel Analytics URL will be provided in the Notes section.
What should be done if a MiiTel Analytics page is already open in telephony?
If a MiiTel Analytics page is open in telephony, please refresh the page.
Are forwarded calls logged in Zoho CRM?
Yes, forwarded calls are logged in Zoho CRM.
Why are my call comments not synced to Zoho CRM Notes?
MiiTel sends call data to Zoho CRM once the call is analyzed and converted into a transcript. If comments are added after this process, they are not included in the webhook data and therefore cannot be synced to Zoho CRM Notes.
Why should users avoid clicking the Maximize button?
The window becomes wider than supported in Zoho CRM. This issue will be resolved in upcoming releases.
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