Phone System

Phone System

Zoho Cliq allows you to integrate with Zoho Voice, which is Zoho's in-house phone system, or integrate with your favourite cloud phone system via Zoho Telephony to make or receive sales and support calls. 
To setup phone system in Cliq, do the following
  1. Navigate to Admin Panel and select Phone System under Integrations.
  2. Select which phone system you want to enable.
  3. If you want to integrate Zoho Voice, click "Set up Zoho Voice" or to integrate Zoho Telephony, click "Set up Zoho Telephony".
Zoho Voice
When a user integrates Zoho Voice, a new module "Phone System" gets displayed in the admin panel. You will find the module with a list of options in Zoho Voice available under Phone System that users can perform inside Cliq.

  1. Agents
    Agents are users in Zoho Voice. Only an admin can view the list of all the agents and others can view only the agents associated with them.
  2. Contacts
    You can add your contacts to your account so you can make calls to them easily.
  3. Numbers
    You can purchase phone numbers to make and receive local and international business calls.
  4. Queue
    You can group your agents by creating call queues, so that calls can be routed to the relevant team.
  5. Documents
    You can upload documents as an identity proof while purchasing numbers or activating SMS based on country required.
  6. IVR Audio
    You can configure IVR (Interactive Voice Response) for a phone number and respond to your callers with a pre-recorded audio file.
  7. Business Hours
    You can define time zone-specific working hours for each phone number and route calls only during business hours.
  8. Blocked Numbers
    You can block spam numbers and add them to a list, so you don't receive calls from those numbers again.
  9. Credit History
    You will need credits to make calls, purchase numbers, send voice mails, record calls and for storage, etc. The credit history on total purchases and deductions can be viewed inside Cliq.
  10. Call Rates
    You can view the inbound and outbound call rates based on the country in Cliq.
  11. Call Config
    Incoming and outgoing calls are provided as separate services. You can enable or disable these services separately from the Call Config option.
  12. Phone Integrations
    You can integrate Zoho Voice with other Zoho apps such as Zoho CRM, Zoho Desk, Bigin, and ServiceDesk Plus On-Demand.
  13. Subscriptions
    Different subscriptions provided by Zoho Voice will be available where users can purchase credits based on plans.
Status during the Zoho Voice call
Cliq also syncs your status with your activity in the Zoho apps so when you're engaged in a Zoho Voice Call, your status will be "On a Zoho Voice call".
 
View dashboard under Reports
You can view Zoho Voice's dashboard under Reports in Cliq.
Ways to make calls inside Cliq
There are many ways in which users can make calls inside Cliq with Zoho Voice integration.
  1. Make a phone call from the profile info
    Users can go to a profile and make a phone call if the user has updated their number.

  2. Make a phone call from the contact card
    When a user sends a contact card as a message, users can call with the Make a phone call button available in the contact card.

  3. Make a phone call from message content
    When a user sends a message that has a mobile number, Cliq's smart suggestions auto-detects the number and provides options to make a phone call.
  4. Make a Phone Call
    Users can make a call from Cliq by doing the following :
  • Click the + button next to the global search bar.
  • Select Make a Call and choose Phone Call.
  • In the dialer pad that appears, dial in the number you want to make a call to. You will also be able to view logs, voicemail and contacts from your dialer pad.

  

Phone module in the navigation sidebar
While integrating Zoho Voice with Cliq, a module appears on the navigation sidebar where users can view the dashboard, logs of calls and messages. Active calls can be viewed only by admins of all the agents listed.

 

Note:
  • You can sync your country call code with Zoho Voice dialer in your accounts page.
  • Zoho Voice integration is available only in US DC.
  • To setup your Zoho Voice account and know more it works, refer this link.
Telephony  
When you integrate Zoho Telephony with Cliq, unlike native phone system like Zoho Voice you will have to manage configurations from the service providers interface. Once the configurations are made, you will be able to make calls from the profile info, contact card, and message content.
Note:
  • When you start a telephony session, your Cliq status will change into "In a Telephony session".
  • To know more on how to make calls from Telephony from Cliq, refer this link.