1. Navigate to Setup > Channels > Telephony.
   
2. Go to the Installed tab and click Details for InBuilt.
   

1. Telephony Plan Details
   
2. Phone Numbers
   
3. Call Flows
   
4. Telephony Users
   
5. Telephony Groups
   
6. Blocklist
   
7. Calls History
   

Telephony Plan Details 

1. Telephony Plan: Displays the active plan.
   
2. Available Telephony Credits: Shows your remaining credits.
   
3. Buy Telephony Credits: Click this option to purchase more credits.
   
4. More Options: Additional settings Auto Recharge, View Credit Purchase History, and Change Storage Plan will be available.
   
5. Credits Usage Analysis: Provides a breakdown of how your credits are being consumed.
   
6. Recording Storage: Displays available recording storage.  

Buying Telephony Credits

1. Click Buy Telephony Credits.
   
2. In the Buy Credits popup, enter the Number of Phone Credits to be Purchased and click Make Payment.
   
3. In the Purchase Phone Credits popup, click Calculate Price.
   
4. Review the total and click Make Payment.
   
5. Click Close once the purchase is complete.
   

Auto Recharge   

1. Click More Options [] to access additional settings:
   
2. Select Auto Recharge.
   
3. In the popup, enable the toggle Would you like to enable Auto Recharge?
   
4. Enter the Minimum Balance Limit.
   
5. Specify the Credits To Be Added When Balance Goes Below Minimum Balance.
   
6. Click Save.
   

View Credit Purchase History   

1. Click More Options [] to access additional settings:
   
2. Select View Credit Purchase History.
   

Change Storage Plan   

1. Click More Options [] to access additional settings:
   
2. Select Change Storage Plan.
   
3. Choose a new storage plan and click Next.
   
4. If you don’t have enough credits, you’ll see an option to purchase them. In the Storage Plan Purchase popup, click Add Credits.
   
1. In the Add Credits In Your Wallet popup, click Make Payment.
   
2. In the Purchase Recording Credits popup, click Calculate Price, then Make Payment.
   
3. Click Close.
   
5. If you have sufficient credits, in the Storage Plan Purchase popup, click Buy. Click Buy Storage in the confirmation message.
   

Additional Information   

1. Credits Usage Analysis: Provides a breakdown of how your credits are being consumed. From the dropdown, select the time period for which you’d like to view the breakdown.
   
2. Recording Storage: Displays available recording storage.
   
1. You can enable the Delete Recordings After option to automatically delete recordings after a set duration.
   

Phone Numbers      

1. Click Buy Phone Number.
   
2. In the Buy a Number popup, provide the following details and click Next:
   
1. Country: Choose the country in which you want the number.
   
2. Number Type: Choose the category of phone number you want to purchase and use for making or receiving calls.
   
3. Region: Choose the desired region.
   
4. Available Phone Numbers: Pick a number from the list of available options.
   
3. If you don’t have enough credits, you’ll see an option to purchase them. In the Buy a Number popup, click Add Credits.
   
4. If you have sufficient credits, in the Buy a Number popup, click Proceed.
   
5. In the confirmation message, click Buy Phone Number.
   

Hover over a number a phone number, and click on More Options []. You will find the options:

1. Add/Modify Description
   
2. Associate to existing Call Flow
   
3. Associate to new Call Flow
4. Delete Phone Number
   

Call Flows      

Telephony Users   

1. Navigate to Setup > Channels > Telephony.
   
2. Go to the Installed tab and click Details for InBuilt.
   
3. Select the Telephony Users tab and click Add User.
   
4. In the Create Telephony User popup, enter the following details and click Save:
   
1. User: Select a Zoho FSM user.
   
2. Telephony Groups: Select the groups to which you want to add this telephony user.
   
3. Enable the Allow to make outgoing calls toggle if you want the user to be able to make outbound calls.
   
4. Enable the Record outgoing calls made by this user toggle if you want to record calls made by this telephony user.
   
5. Outgoing caller IDs: Select the phone number that your customers will see when you place a call to them from Zoho FSM. Any outbound calls you make from Zoho FSM using the inbuilt system will display this number to the recipient.
   Enable Allow to add custom outgoing caller IDs if you want to allow the user to add custom caller IDs.

Telephony Groups   

1. Navigate to Setup > Channels > Telephony.
   
2. Go to the Installed tab and click Details for InBuilt.
   
3. Select the Telephony Groups tab and click Create Telephony Group.
   
4. In the Create Telephony Group popup, enter the following details and click Save:
   
1. A Name for the telephony group.
   
2. A Description for the telephony group.
   
3. Telephony Users: Select the users you want to add to this telephony group.
   

Blocklist

1. Navigate to Setup > Channels > Telephony.
   
2. Go to the Installed tab and click Details for InBuilt.
   
3. Select the Blocklist tab and click Add phone number to blocklist.
   
4. In the Add phone number to blocklist popup, enter the following details and click Save:
   
1. Phone Number: The numbers you want to block.
   
2. Any Description.
   

Calls History   

Phone Settings 

Apart from the settings mentioned in the previous sections, there are additional phone settings. Click on the settings [] icon at the bottom right.

Set User Availability

1. When a user selects Online, a green dot appears on their profile icon under the Users tab, and the Call option will be enabled.
   
2. When a user selects Offline, a red dot appears on their profile icon under the Users tab, and the Call option will be disabled.
   
   
   

Preferences for Outgoing Calls

1. Make my calls through (Browser):
   If you select Browser, calls will be made directly from your web browser. You can either use one of your phone numbers as your caller ID or set up a new one. The caller ID is the number displayed to the recipient of your call. Click + New Caller ID to add a new one. The number has to be verified before it can be added as the caller ID. Incoming (return) calls will be routed through your existing service provider. To receive incoming calls through Zoho, you’ll need to ask your service provider to forward calls to the number you’ve purchased in Built-In telephony. Alternatively, you can contact us at support@zohofsm.com for assistance with porting your number to Zoho.
2. Make my calls through (Custom Phone):
   If you select Custom Phone, you can connect your calls through a landline or mobile phone of your choice.

View calls in Conversation

View calls in Queue