Working with Telephony | Online Help - Zoho CRM

Working with Telephony


Making Calls

Outbound calls can be made from records available in Leads, Contacts and Accounts modules in Zoho CRM. Please note that, if you have configured Ringio, the option to use the keypad, mute and hold will not be available.

To make an outbound call

  1. Click a [Module] tab.
  2. Click on a record from the list.
  3. In the Record Details page, click the Telephone Icon next to the phone number.
    The call will be initiated with a pop-up screen having a business card view of the record.

Options

Call Reminder

Get reminded of the call that you need to make. In the middle of something? Drafting an email or in a discussion or on another call that extented for a few more minutes? Snooze the reminder and call later.


Business Card View Details

Take a quick glance at the essential details that are pulled from the business card view of the record.


Call Description and Follow-up Activity

Enter a call description during the call and also after you hang up. The description entered will automatically be updated in the Description field of the Call under the Call Information section in the Calls module. Also, add a follow-up task, create an event, or call right after the call and assign it to the sales rep.


Log Calls

After inbound and outbound call, they are automatically logged.

Receive Calls

When you receive calls, Zoho CRM pulls out the details of the customer who is calling and displays details from the record's business card view.

Options

Business Card View Details

Take a quick glance at the essential details that are pulled from the Business Card View of the record. In case of callers whose details you do not have in the CRM database, you can always add them as a contact after the call.


Call Description and Follow-up Activity

Enter a call description during the call and also after you have completed the call. The description entered will automatically be updated in the Description field of the Call under the Call Information section in the Calls module. Also add a follow-up task, create an event or call right after the call and assign it to the sales rep.


Log Calls

All incoming and outgoing calls are automatically logged in the Calls module.

To view call logs

  1. Click the Calls module.
  2. Select the All Calls list view.
  3. Click on any desired record to view the call details.

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