Only users with the Administrator profile can access this feature. To access telephony, contact your Admin and ask them to change your profile to Administrator.
You may have used the main company number and the extension to log into RingCentral inside Zoho CRM.
Use your Direct Number and the extension to log into RingCentral inside Zoho CRM.
The reasons why you may not be able to make an outbound call in Zoho CRM may be these:
You can set your Caller ID to be displayed dynamically based on your location. To do this,
If the numbers have been chosen through these steps, that will be the number of the caller ID irrespective of the number that you've chosen in CRM. However, if you change the selected Current Location to CRM, your caller ID will be the number chosen in CRM.
It is currently not possible to disable the Press 1 prompt that is always played when you make a Click-to-Dial call in Zoho CRM.
The Press 1 prompt is necessary in order to ensure that the CRM user (caller) is connected to RingCentral first and ready to speak before the customer is connected. If this is not ensured, it is possible that the customer answers the call before the CRM user (caller) is connected.
Unfortunately this is how the feature is designed by RingCentral and cannot be modified by Zoho CRM.
No. You can be the Group Identification User for only one PhoneBridge Group. The Group Identification User can be a user with either standard or administrator profiles.
You can enable Zoho PhoneBridge Trial only if you are the administrator of your account. Follow these steps to enable the trial:
The PhoneBridge Token can be generated only by the group identification user of your Zoho PhoneBridge Group. Please check with the administrator if you are the Group Identification user for the Zoho PhoneBridge Group.
Users with the administrator privileges can enable Zoho PhoneBridge for your account.
The PBX systems supported by Zoho PhoneBridge can be found here. The list of PBX system supported in each region and your subscription can be entered and viewed.
No. Calls are not recorded in Zoho CRM by default. However, you have an option to request a call recording.
Depending on the status of the users, the caller will be notified that the person they are calling is unavailable or busy. Following this message the caller would be requested to leave a Voice Mail. This message can be customized in Zoho CRM.
The call would then be shown under missed calls, along with the Voice Mail, if there are any.
There is no specific Read Format column in the IVR. However, the user can enter the format in which he wants the message to be read out in the Menu Message column.
It could be any of these formats:
No. Zoho PhoneBridge is available only in the Enterprise, Professional Editions of Zoho CRM and above. Please upgrade to one of these Editions to enjoy the benefits of this integration.
One of the major reasons you may be unable to make or receive calls from Zoho CRM is due to browser compatibility issues. In this case, go to http://clientsupport.twilio.com/. During the compatibility check, if you see any red boxes, report the error to Twilio. If all boxes are green and you hear a cowbell sound, then it means your browser is compatible.
Apart from this, these are the other reasons you may not be able to make/receive calls:
No. Currently, you can't transfer a call.
This is not a phone number, but a code that Twilio displays for any Anonymous call.
The Caller ID number that Twilio displays in your Call Logs is whatever the carrier sends them. Sometimes, the originating carrier for a call will pass through one of the following words. Twilio will convert these words to digits and uses those digits as the ‘From’ parameter.
When you receive these numbers as the Caller ID, do not add it in Zoho CRM as a contact. If you do so, any other anonymous call (whose actual phone number is different) will be associated to the contact you add. That would be a mistake.
The sequence depends on whoever sets the Twilio status as "online" first.
For example, Jim and Ken are two CRM users associated with a call. Jim signs in first and then Ken. So Jim’s position in the sequential ringing queue is 1 and Ken’s is 2.
An incoming call is first routed to Jim. If he takes the call, his status changes automatically to “in-progress”. When Jim is done with the call, he clicks Save & Close in the notifications. Now when a second call comes in, Jim will have a new position in the queue (2nd) while Ken takes the first position. The queue changes because Jim has answered the call.
Note that the sequence changes only if Jim answers the first call. If he changes his status to “busy”, without attending a call, he becomes inactive in the queue but his position in the queue does not change. He will still be the first one to receive a call, when he comes back online.
You can disable Twilio Integration by clicking Switch Telephony Providers on the Twilio Configuration page.
RingCentral is an agent through which calls are made and received. So when you click on call to make an outgoing call from Zoho CRM, the call is first made to the softphone and then to the destination number. Hence the softphone shows this call as an Incoming call.
You must click Answer in the softphone after which the call is placed to the destination number.
If you have chosen Login Later and cannot access the RingCentral Login screen, click the Phone icon beside Setup and click Login.
In the RingCentral Login page, enter the login credentials and click Log In.
You may get an Invalid username/password error in these cases:
If you have entered your organization's RingCentral number to Login instead of your direct RC number, then you will face this issue.
Any outgoing call is first placed to RingCentral and then the destination number. When you enter your organization's number, the call is made to this number in round robin or according to the configurations set for any incoming call. As a result, other sales reps receive calls on their softphones.
To avoid this, make sure you log in using your direct RingCentral number instead of the toll-free organization's number.
The Auth key can be generated only by the group identification user of your Zoho PhoneBridge Group. Please check with the administrator if you are the Group Identification user for the Zoho PhoneBridge Group.
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