Custom CRM Integration Overview

Cloud Voice supports to integrate with a CRM via API, which allows your CRM users to get all the call details right in their CRM entries while keeping the voice traffic in Cloud Voice. If your desired CRM is not listed among the ready-made integrations provided by Cloud Voice, you can create a custom CRM integration template to connect the Cloud Voice with a CRM that supports REST API.

Requirements

  • PBX Server
    • Firmware: Version 84.21.0.66 or later.
    • Plan: Enterprise Plan (EP) or Ultimate Plan (UP)
  • CRM System: Supports REST API.

Key features

The integration of Cloud Voice with a custom CRM via API provides the following key features:
Note: The availability of the features (excluding 'click to call' feature) depends on the capability of the CRM and your template settings.
Click to Call
Users can launch calls by a single click on the detected numbers from CRM via Cloud Voice App Web Client.
Note: This feature requires users to install 'Cloud Voice App for Google' Chrome extension and set up Cloud Voice App Web Client to work with the Chrome extension.
Call Popup
Automatically bring up the contact's profile on the web browser when users (with their Cloud Voice App Web Client or Cloud Voice App Desktop Client logged in) receive / answer an inbound call from a CRM contact, or finish a call with a CRM contact. In addition, users are able to manually open the contact's profile from the call window during a call with a CRM contact.
Contact Synchronization
Synchronize CRM contacts to an associated PBX phonebook when receiving inbound calls from / or initiating outbound calls to CRM contacts.
Lead or Contact Creation
A new lead or contact can be created automatically in CRM for unknown inbound calls or outbound calls.
Call Journal
All the call activities get logged automatically to CRM when a user ends calls with CRM contacts.
Call Recording Playback
CRM users can see and play recordings stored in the PBX from corresponding call log in CRM interface.

Guidances