- 13 Sep 2024
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Zoho
- Updated on 13 Sep 2024
- 9 Minutes to read
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Who should read this article: Administrators
How to integrate Voiso with the Zoho CRM and Zoho Desk.
Introduction
Voiso integrates with the Zoho CRM and Zoho Desk through an extension available from the Zoho Marketplace:
Zoho CRM
Features
The Voiso Integration app for Zoho enables the following CRM features:
Feature | Description |
---|---|
Click-to-call | Agents initiate calls in Zoho by clicking a dialable number instead of manually dialing the number |
Calling List Import | Voiso pulls selected contact phone numbers direcly from the Zoho database for Dialer campaigns |
Screen Pop | The contact record is automatically displayed in Zoho when an agent handles a call in Voiso |
Call History | Call outcome logging and call details are automatically transmitted to the Zoho database after a call |
Click-to-call
Agents can dial contact numbers directly from the Zoho application by clicking any dialable number. This feature enables agents to make calls without manually dialing the number or copying and pasting a number into the dialpad, and without leaving the Zoho application to call from another application.
Calling list import
This feature allows you to import outbound campaign Calling lists from Zoho to Voiso. First create a Campaign in Zoho, add Leads, Contacts, Deals and custom entities, then use the Campaign as a data source in the Voiso Dialer campaign builder.
Screen pop
When a call is routed to an agent, Voiso displays the relevant Zoho objects, such as cases and contact records, in Zoho.
Call history
Call history, also called Call outcome logging, adds information from Voiso about the call to the activity task about the call in Zoho. The following Voiso call details can be included in the call activity task:
- From number (ANI)
- To number (DNIS)
- Call type
- Disposition code
- Queue
- Script
- Start time
- End time
- Call duration
- End reason
- Call recording link
Prerequisites
- Contact your Voiso account manager to enable the Zoho CRM integration for your Voiso account.
- Administrator and agent account email addresses are the same in both Voiso and Zoho.
Install Voiso in Zoho CRM
In just a few simple steps, you can install the Voiso application from the Zoho Marketplace:
- Sign in to your Zoho CRM account.
- Click Setup, then from the Channels section, click Telephony.
- On the Telephony channel page, click Enable telephony.
- On the Telephony marketplace page, search for Voiso.
- Click the Voiso tile.
- On the Voiso Contact Center for Zoho page, click Install.
- On the Voiso setup panel, choose whether to install for all users or specific users, then click Install.
- Voiso is now ready to use. Next, enable Zoho in Voiso.
Enabling Zoho CRM in Voiso
Confirm that all the prerequisites are met, then follow these steps to enable Zoho in Voiso. A Voiso user with an Admin account is required to make the following settings.
- Log in to Zoho CRM using your administrator account. The account MUST have the same email address as your Voiso administrator account.
- In the Voiso navigation bar, navigate to Administration > System settings. In the Callcenter Settings page, and select Enabled in the Zoho CRM section.
- In Zoho, ensure that the Allowed IPs feature is enabled.
- In the Voiso navigation bar, navigate to Administration > CRM Integrations settings. In the Zoho CRM Settings section, click Finish authentication.
- Zoho displays an information window requring you to accept the Voiso integration. Click Accept.
- In the Voiso navigation bar, navigate to Administration > System settings, then in the Zoho CRM Settings section, select Enabled, then click the Save.
To disable the Zoho CRM integration, deselect the Enabled checkbox, then click Save.
Dialer campaigns with Zoho
You can integrate Zoho CRM Leads, Contacts, Deals, and custom entities into your Voiso Dialer Campaigns.
Prerequisites
- A Voiso user with admin privileges who is enabled to create Dialer campaigns.
- A Zoho account that uses the same email address as the Voiso admin.
- An Active campaign in Zoho with a list of Leads, Contacts, Deals, and custom entities to be called.
Add Zoho contacts to your Voiso campaign
- Login to Voiso with the same email address as you used to create the campaign in Zoho.
- In the Voiso navigation bar, navigate to Outbound > Dialer campaigns.
- In the Campaigns view, click Add new campaign and set up the campaign.
- In the Calling list section, select ZohoCRM from the Method list.
- From the ZohoCRM Campaign list, select the name of the campaign you want to use. Voiso will use the contacts list you created in Zoho.
- Click Save. Voiso loads the campaign calling list. Note, it might take several minutes for the calling list to load before you can start the campaign.
Call outcome logging
While your campaign is running, when a call is completed, the following information is logged to Zoho, on the Activities tab:
- Lead who was called
- Date and timestamp
- Call duration
- Call type (Outbound)
- Call disposition
- Name of the agent who handled the call for calls with the answered disposition
Zoho Desk
Zoho Desk, is like freshdesk and we purchased separately by customer like zoho crm
Features
The Voiso Integration app for Zoho Desk enables the following features:
Feature | Description |
---|---|
Click-to-call | Agents initiate calls in Zoho Desk by clicking a dialable number instead of manually dialing the number. |
Screen Pop | The contact record is automatically displayed in Zoho Desk when an agent handles a call in Voiso. |
Ticket creation | When an agent completes an inbound, manually dialed outbound, or click-to-call outbound call, Voiso automatically creates a ticket for the call and assigns it to the agent who handled it. |
Click-to-call
Agents can dial contact numbers directly from Zoho Desk by clicking any dialable number. This feature enables agents to make calls without manually dialing the number or copying and pasting a number into the dialpad, and without leaving Zoho Desk to call from another application.
Screen pop
When a call is routed to an agent, Voiso displays the relevant Zoho objects, such as cases and contact records, in Zoho Desk.
Ticket creation
Voiso creates tickets in Zoho Desk and assigns them to the agent who handled the call for the following calling scenarios:
- An agent completes an inbound call
- An agent manually dials an outbound call or uses click-to-call
- An agent misses an inbound call
- An agent makes an outbound call that is unanswered
If an agent handles an inbound call for a contact that does not exist in the Zoho contact database, Voiso automatically creates a contact.
The following ticket record fields are updated by Voiso when a ticket is created:
subject
- Inbound call:
Inbound call to {contact.lastName}
- Outbound call/Click-to-call:
Outbound call to {contact.lastName}
description
- Start time:
{start_time}
- Duration:
{duration}
- Disposition:
{disposition}
- CDR link:
{cdr_url}
(a link to the Extended Call Details page in Voiso) - Call note:
{call_note}
- Inbound call:
phone
- DNIS for outbound calls
- ANI for inbound calls
contactId
departmentId
assigneeId
(ID of the agent)
Install Voiso in Zoho Desk
Install the Voiso application from the Zoho Marketplace.
Ensure that you have phone or telephony setup in Zoho Desk.
Use Case: Making an outbound call from Zoho Desk
With the Voiso app integrated into Zoho Desk, it is easy to call your contacts with a single click.
In Zoho Desk, navigate to a contact page and click the phone icon in the Contact Properties panel. Voiso screen pops the call in Zoho Desk and dials the call in the Voiso Agent Panel where you can handle the call.
When the call ends, add your call notes and Wrap-up code in Agent Panel and add any additional notes or dispositions in the Call Disposition screen pop in Zoho Desk. Click Done on the Call Disposition screen pop.
Voiso creates a ticket automatically for each inbound call. The ticket includes information about the call and a link to the call recording in the Voiso Extended Call Details page.
Users must have the Allow recordings download permission set on their user page or security access group to access the Extended Call Details page.
Use Case: Receiving an inbound call in Zoho Desk
With the Voiso app integrated into Zoho Desk, inbound calls screen pop in Zoho Desk.
When an inbound call is routed to you, Voiso screen pops the call in Zoho Desk and rings the call in the Voiso Agent Panel where you can handle the call.
A ticket is automatically generated in Zoho Desk.
When the call ends, add your call notes and Wrap-up code in Agent Panel and add any additional notes or dispositions in the Call Disposition screen pop in Zoho Desk. Click Done on the Call Disposition screen pop.
In Zoho Desk, click the ticket to access details about the call. The ticket includes information about the call and a link to the call recording in the Voiso Extended Call Details page.
Users must have the Allow recordings download permission set on their user page or security access group to access the Extended Call Details page.
Use Case: Missed call
When an agent is ready but does not answer an inbound call, Voiso automatically creates a ticket for the call in Zoho Desk when the caller hangs up.
Use Case: Unanswered call
When a contact does not answer an outbound call or no agents are available, Voiso automatically creates a ticket for the call in Zoho Desk when the agent hangs up.