Integrating BT Cloud Phone | Online Help - Zoho CRM

BT Cloud Phone


Set up BT Cloud Phone Integration

BT Cloud phone is a cloud-based phone system designed for small businesses that want all the features of a system without running one. With the BT Cloud phone, you can take your office out on the road with you. Once you integrate BT Cloud Phone with Zoho CRM, you can do the following.

  • When you receive an incoming call from or initiate an outgoing call to a CRM contact via BT Cloud Phone, you can see a business card view of the contact in Zoho CRM.
  • All calls made or received via BT Cloud Phone are automatically logged in Zoho CRM and you can view the call logs.
  • You can add follow-up activities at the end of every call from Zoho CRM.

Note
  • For this integration to work, you must have a BT Cloud Phone account.
  • You must also have the BT Cloud Phone softphone installed in your device.
  • Only an Administrator of a Zoho CRM account can enable the BT Cloud Phone Integration.
  • Once enabled by the Administrator, the integration is activated for all users. Every user in the Zoho CRM Organization account can log in to BT Cloud Phone with their unique credentials.

To configure BT Cloud Phone in Zoho CRM, you must

  1. Enable BT Cloud Phone integration
  2. Log in to your BT Cloud Phone account in Zoho CRM

Enable BT Cloud Phone Integration

To enable BT Cloud Phone Integration

  1. Go to Setup > Channels > Telephony.
  2. Select BT Cloud Phone from the Choose a telephony provider drop-down list.

  3. Click Enable.

Note
  • After clicking Enable, please wait while the page refreshes automatically. Do not click anywhere else until the BT Cloud Phone Login screen appears.

Log in to BT Cloud Phone

Once you have enabled the BT Cloud Phone integration, you will be prompted to log in to your BT Cloud Phone account from Zoho CRM.

To log in to your BT Cloud Phone account

  1. Click Login to BT Cloud Phone if you wish to log in to your account right away.
  2. You will be navigated to BT Cloud Phone Login page where you need to enter the login details and click Login.
     
  3. If you are logging in later, you can use the  Phone icon at the bottom right of the page to access the BT Cloud Phone Login screen.

  4. Once you login, choose the required phone number from the available list. Please use your direct BT Cloud Phone number of your organization.

Use BT Cloud Phone Integration

Once you have enabled BT Cloud Phone in Zoho CRM and logged in to your BT Cloud Phone account in Zoho CRM as well as the BT Cloud Phone softphone, you are ready to use this BT Cloud Phone integration.You can receive incoming calls, initiate outgoing calls and add follow-up activities from Zoho CRM.

Receive calls

When you receive an incoming call from a CRM contact via BT Cloud Phone, you can see a Business Card view of the contact.

At the end of the call, the follow-up options on the Call Ended window lets you add calls and assign tasks to your contact.

Make Calls

When an outgoing call is initiated to a contact in Zoho CRM, the call is made via BT Cloud Phone.

To initiate an outgoing call from Zoho CRM

  1. Click the desired record.
  2. In the  Record's Details page, click the  Phone icon beside the phone number.

    The call via BT Cloud Phone is now established.
  3. The follow-up options on the Call Ended window lets you add calls and assign tasks and add a call description.

Follow-up Activity

At the end of every call via BT Cloud Phone, you can do any or all of the following activities from the Call Ended window in Zoho CRM. These would automatically be associated to the respective record.

  • Add a follow-up call.
  • Add a follow-up task.

View Call Logs

Calls made, received, missed and unanswered in Zoho CRM via BT Cloud Phone are automatically logged in the Callmodule.

To view call logs and Call Recordings

  1. Click the Calls module.
  2. Select the All Calls list view.
  3. Click on any desired record to view the call details.
  4. Recorded calls are displayed in this section.

Note
  • The recorded calls can only be viewed if BT Cloud Phone integration is enabled and the user is logged in.
  • In case the preferred phone number for calling is selected as "{company_number}*{extension}", then the calls module would show two records for each call made from CRM.

BT Cloud Phone Browser Calling

Browser calling for BT Cloud Phone allows you to make calls directly from CRM without having to toggle between your CRM account and BT Cloud Phone. WebRTC plugins are installed to give hassle-free browser calling and a real-time communication will be established with the end user.

You need to choose the Browser option from the call preferences pop-up to make calls through your browser. You can also save your preferences along with the outbound Caller ID of the recipient, so that you can easily identify your callers to your BT Cloud Phone numbers while making outbound calls.

You can now make calls directly from your browser without having to use a softphone. This also allows you to directly attend the incoming calls within your CRM.


Note
  • Mute, Unmute, Hold, Unhold, and Dialpad functionalities will only be included in the pop up, if you choose the Browser option.
  • Please refer to network connectivity functionalities before choosing the Browser option.
  • Browser calling will be supported only in chrome 29 and above and firefox 47 and above.

Disable BT Cloud Phone Integration

The BT Cloud Phone Integration can be disabled at any time. Only the Administrator of a Zoho CRM account can disable the integration.

To disable BT Cloud Phone integration

  1. Go to Setup > Channels > Telephony.
  2. Click Disable.

Note
  • On disabling the BT Cloud Phone integration, you will no longer be able to make calls in Zoho CRM via BT Cloud Phone.
  • Once disabled by the Administrator, the integration is disabled for all users in the Organization account.
  • Call details that were entered before the integration was disabled remain intact.

Browser Calling for BT Cloud Phone

Browser calling for BT Cloud Phone allows users to make calls directly from your CRM without having to toggle between the CRM account and BT Cloud Phone software. WebRTC plugins are installed to give hassle-free browser calling and a real-time communication with the end user.

Let’s take a look at the following network connectivity components that are required to be included in the user network.

Firewall Configuration

Firewall includes a Wide-Area Network interface such as a DSL, Ethernet or a cable modem. Firewall configuration allows outgoing TCP and UDP port control to the public Internet from the browser that uses the BT Cloud Phone client. It also enables the opening of ports so that the client server has time to exchange information with the remote server.

Router

Router provides routing, traffic directing, packet forwarding and also provides support for ping and traceroute ICMP, bandwidth management, packet prioritization and smart packet inspection.

Firewall Access

Firewall access ensures that the outbound and inbound firewall port is opened between the internal user network and the ISP WAN for the applications such as, Call control, RTP media, telephone provisioning and registration, and Auxiliary services. This firewall access allows the call control and media path connectivity.

WebRTC plugins

WebRTC helps realtime multimedia applications to function without any installation of additional extensions, or plugins. It enables Real Time Communication to the end user independent of the browser being used. The following are the ports to be opened before enabling the browser option under BT Cloud Phone call preferences.

Traffic Type
Protocols
Source Port Number
Destination Port Number
Signaling and (secured) Media (WebRTC)
HTTP/TLS/TCP, STUN/UDP
5060, 6182, 8080, 8083
5060, 6182, 8080, 8083

For more information on BT Cloud Phone network requirements, click here.



    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Zoom Phone

                                                                                                                Zoom Phone is a cloud-based phone system, rich in features facilitating video and voice calls, messaging, meetings and much more, for businesses of different sizes. It includes the traditional PBX options to allow users to call and interact in new ...
                                                                                                              • Attaching files from other Cloud Drives

                                                                                                                Files can be attached to a record from other cloud drives into the Attachments related list. The list of supported cloud drives are: Google Drive, Box, and OneDrive.  Note A file should not exceed 10MB Maximum of 5 files can be attached at a time. To ...
                                                                                                              • Avaya Cloud Office Integration

                                                                                                                Set up Avaya Cloud Office Integration Avaya Cloud Office cloud phone service harnesses the power of internet to form a suite of business communication features on a cloud-based phone system. You can manage calls, host audio and video conferences, ...
                                                                                                              • MF Cloud Invoice Extension

                                                                                                                This integration is supported for users in the US, and JP DCs. Scope: Money Forward Cloud Invoice is an online invoicing application designed to simplify and automate the process of creating, sending, and managing invoices. Integrating MF Cloud with ...
                                                                                                              • Sipgate

                                                                                                                Sipgate is a fully featured, cloud PBX solution with full mobile phone integration. Sipgate for Zoho CRM helps you manage all call-related activities inside directly within your CRM account. Set up the integration within your CRM and start managing ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources