Call Bar feature is now available in Zoho CRM

Dear All,

We are here with an enhancement for our built-in telephony users. Upon setting up the built-in telephony, users get the Phone settings at the bottom of the screen — it helps them to set their availability status (online or offline), customize their outgoing call preferences (via browser or custom phone), and choose whether to show call pop-up on their CRM screen or not. With our latest enhancement, we are providing two new options for the phone settings list — View calls in Conversation and View calls in Queue that will open in Call Bar to help users keep track of the calls that are ongoing in the organization and those that are in queue. Lets have a look at the two options in detail.

Upon clicking on View calls in Conversation from the phone setting option, users can see the basic details for all the ongoing calls like whom the call is with, the duration of the call, and the user who has initiated the call. Further, if the number is associated with a lead or contact in CRM, the record's name would appear instead of the number. Users can get the customer details as the usual business card view upon clicking the name as well.

Similarly, upon clicking View calls in Queue, the call bar would appear where users can see the details of the incoming calls like the number, or the lead or contact's name whom the call is from, the number dialed by the caller in the Call To column, and the time the call has been on queue for.

For further details on the enhancement and using Built-In telephony, please check out our help doc.

UPDATE (Nov 24, 2022): You can now answer calls from the queue directly.

Thanks!

P.S. These enhancements are now available for all built-in telephony users in all DCs.

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Sticky Posts
Effortlessly advance through your CRM blueprints by including optional fields in transitions
Editions: Professional edition and above DCs: All Release plan: This enhancement is being released in a phased manner to customers. It will soon be available to all users. Hello everyone, Blueprints streamline processes and ensure users adhere to required
Enhancement in Field update and date/time based triggers in Workflow
Hello everyone, Workflows allow to automatically execute a set of actions whenever the defined criteria is met. For example, whenever a new lead is created an introductory email is sent. So this action will keep occurring automatically as long as the
Notes and Attachments visibility can now be restricted based on profiles
Dear All, We hope you're well! We are here with a quick update about Notes and Attachments profile permissions. In the past, a record's Notes and Attachments were visible by default to all users with record access. However, as notes and attachments can
FAQs on Assignment rules - Post your questions
Dear All, Greetings! Assignment rules benefit organizations with effortless queue management capabilities. To bring more clarity on assignment rules, we are constantly publishing FAQs in our knowledge base. To ease the navigation across these FAQs further,
Assign records based on user roles in an organization
Dear Customers, We hope you're well. We are excited to share a new addition to the assignment rules in Zoho CRM. When setting assignment rules, administrators can choose to automate all records or only records which match specific criteria. The criteria