Using Telephony in Zoho FSM
With telephony enabled, you can:
After the first call (incoming or outgoing) is made, telephony adds new modules and options to Zoho FSM, including:
- Calls Module
- Ability to create Call records
- Channels Related List
- Reports for Calls
- Module Builder Support
- Automation Support
Make Outgoing And Incoming Calls
Making Outgoing Calls
You can make outgoing calls from the following modules:
- Contacts
- Companies
- Requests
- Estimates
- Work Orders
- Service Appointments
In these modules, the call icon [
] will appear next to all Phone and Mobile fields. Click the icon to initiate a call instantly.
Alternatively, you can make a call by dialing a number directly using the Dial Pad. To access it, click the Dial Pad icon [
] located in the bottom bar of Zoho FSM and enter the number you want to call.
Receiving Incoming Calls
When you receive an incoming call, a call pop-up will appear at the bottom-right corner of your screen. From this pop-up, you can take the call.
Calls Module
A new Calls module will be added under the Customers menu. This will help you track both incoming and outgoing calls. The link for any recorded voicemail will be saved to the Voice Recording field in the call record.
Calls made through the system can be recorded and accessed later. To create a call record, click Create, enter the call details and click Save.
Note: Even if you downgrade your edition, the Calls module will remain visible. However, you will not be able to make outgoing calls or receive incoming calls until telephony is re-enabled.
Channels Related List
A Channels related list will appear in:
- Contacts
- Companies
- Requests
- Estimates
- Work Orders
- Service Appointments
Calls made through the system can be recorded and accessed later. To create a call record, click Create, enter the call details and click Save.
Reports for Calls
New Call Reports will be available to help you analyze call activity. Under the Reports menu, you will find two reports:
- User Call Performance Metrics
- Call Activity Log
Module Builder Support
The Calls module will also be available in the Module Builder, allowing you to customize it as needed. Navigate to Setup > Customization > Modules and Fields and you will find the Calls module.
Automation Support
Automation support will be available for the Calls module. You can create workflow rules using the Calls module and also create associated actions like Email Notifications, Field Updates, Deluge Functions, etc.
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