Telephony External ID field added in CRM

Dear All,

We have an enhancement for users with telephony integrations—introducing the Telephony External ID field. Let's get into the details!

What is an external ID field for telephony?

External ID fields in Zoho CRM essentially hold a record's reference ID in an external third-party system that you may have integrated. In the case of a telephony integration, your record's reference ID in the telephony vendor's system would be the Telephony External ID (also known as, callrefID/Call ID/ Call UUID).

With this enhancement, we've added the Telephony External ID field as a system-defined field that will be added to your Calls layout automatically, once you've integrated with a telephony vendor.

When can I use the Telephony External ID field?

Integrating a telephony vendor with your CRM enables you to utilize the value in the Telephony External ID field to create, update, or delete records, rather than relying on Zoho CRM's record ID. This approach is especially beneficial when dealing with large amounts of data, as it streamlines the process by reducing the need for two separate IDs per record.

When it comes to integration and data synchronization, utilizing the Telephony External ID field to update records instead of the record ID can be a straightforward solution that ensures proper data synchronization. You can easily add any after-call work logged in the telephony system into CRM using the record's reference ID in the telephony system.
Additionally, having a Telephony External ID field enables you to search for a specific record via the record's reference ID in the telephony system rather than the CRM's record ID.

Points to remember

The Telephony External ID field will be available in your module's layout editor ONLY when you have integrated with a telephony vendor and made at least one call.
For existing accounts who already have the telephony integration, the field will be available automatically.
You can set profile permissions for the Telephony External ID field, but read and write permissions will be unavailable since this field will have values generated from your telephony vendor system.

You can, however, choose not to show the field to certain profiles if need be.
Unlike manually configured external ID fields, for the Telephony External ID field, you can't modify the field label or number of characters, set it as a normal single line field, or change the external field type from user-based to organization-based.

That's all for this enhancement. We're looking forward to your feedback and suggestions.

Resources: External ID Overview, Update Records using External ID, Logging Calls

Thanks!

Sohel

P.S. This enhancement is being rolled out for all users in a phased manner.

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