MiiTel For Zoho CRM
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 after logging in
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.
Call tracking
- The details of an incoming call are tracked if the user does not answer the call.
- These calls are saved in the system with the tag Missed.
- The details of an incoming call cannot be tracked if:
- All the user's lines are engaged.
- All the user's status are set to busy.
- 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
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.
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:
Case 2:
If the extension is configured with an incorrect company ID.
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.- Incoming calls are not recorded when:
- All the users are engaged on other calls.
- If the user's status is set to busy.
- 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.
No, the MiiTel extension is not available in incognito/private mode.
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