Zoho

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
• Zoho Desk

Zoho CRM

Features

The Voiso Integration app for Zoho enables the following CRM features:

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 or Contacts, 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

1. Contact your Voiso account manager to enable the Zoho CRM integration for your Voiso account.
2. 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:

1. Sign in to your Zoho CRM account.
2. Click Setup, then from the Channels section, click Telephony.
   
3. On the Telephony channel page, click Enable telephony.
4. On the Telephony marketplace page, search for Voiso.
5. Click the Voiso tile.
6. On the Voiso Contact Center for Zoho page, click Install.
7. On the Voiso setup panel, choose whether to install for all users or specific users, then click Install.
   
8. 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.

1. Log in to Zoho CRM using your administrator account. The account MUST have the same email address as your Voiso administrator account.
2. In the Voiso navigation bar, navigate to Administration > System settings. In the Callcenter Settings page, and select Enabled in the Zoho CRM section.
3. In Zoho, ensure that the Allowed IPs feature is enabled.
4. In the Voiso navigation bar, navigate to Administration > CRM Integrations settings. In the Zoho CRM Settings section, click Finish authentication.
5. Zoho displays an information window requring you to accept the Voiso integration. Click Accept.
   
6. In the Voiso navigation bar, navigate to Administration > System settings, then in the Zoho CRM Settings section, select Enabled, then click the Save.

Dialer campaigns with Zoho

You can integrate Zoho CRM leads and contacts 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 contacts to be called.

Add Zoho contacts to your Voiso campaign

1. Login to Voiso with the same email address as you used to create the campaign in Zoho.
2. In the Voiso navigation bar, navigate to Outbound > Dialer campaigns.
3. In the Campaigns view, click Add new campaign and set up the campaign.
4. In the Calling list section, select ZohoCRM from the Method list.
5. 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.
6. 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:

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}
• 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.

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.

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.

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.