Integrating your PBX system with Zoho CRM enables your sales team to view the status of their call queues in real-time. This allows them to proactively monitor their calls and prioritize based on where customers are in the lead lifecycle. This integration also enables your sales reps to deliver a consistent customer experience without having to leave Zoho CRM.
The PBX system must be H.323 or SIP compatible. In order to integrate your PBX with Zoho CRM, you need a PBX that is H.323 or SIP compatible and supports the server-push functionality for incoming calls. There are many PBX systems available in the market which support both H.323 and SIP standards.
Following Steps to Integrate Zoho CRM with Telephony
Step #1: Create an Outbound Route in Zoho CRM
Go to Admin -> Business -> Call Center Management -> Routes and select "New". Enter the following details:
Enter a name for this route, e.g.: "PBX Call Queue"
Select the type of route. You want to pick "PBX".
Select the following fields for the next step:
Number details Filter - From Account Name of Queue Team of Agents Extension Number of Agent
Click "Save" to save the information. If you have more than one PBX then repeat steps 2-5 for each of them.
Step #2: Configure the PBX
Log in to your telephony PBX and add an outbound route. You can use one of your existing routes, but we recommend using a new route for this integration.
Enter the following information: Name - Enter a name for this route, e.g.: "Zoho CRM". Type - Select PBX. Server Address - Enter your Zoho CRM server address. Username - Enter the user ID of any Agent in Zoho CRM who has a phone or a mobile device associated with it. Password/Auth ID - The password for the User ID entered above. Auth ID must be enabled for this user profile if using Proxy Authentication.
Description - Leave this field empty to skip.
Click "Save" to save the information and complete the integration.
Step #3: Configure a Call Queue in Zoho CRM
Log in to Zoho CRM as an administrator. Go to Admin -> Business -> Queues -> Call Queue. Click "New". Enter the following information:
Name - Enter a name for this queue, e.g., "BRANCH 1" or "CITY OF SALINAS".
Description - A brief description of the queue, e.g.: "Queues that are routed to this team of agents go here".
Select the following fields for the next step:
Team of Agents Picklist Queue Type - Enter "PBX" in this field.
Click "Save" to save the information and complete the integration. The agent-specific data will now be available inside Zoho CRM.
To view the outbound route and telephony devices assigned to this queue:
Go to Admin -> Business -> Queues -> Call Queue. Click "Details" next to the specific queue you want to check. Under "Queue Configuration", click "View". Under "Call Settings", click "Show". The outbound routes and telephony devices assigned to this queue will be listed below.
Step #4: Assigning Agents to a Call Queue
Go to Admin -> Business -> Queues -> Call Queue. Click "Details" next to the specific queue that you want to configure for call distribution. Under "Queue Configuration", click "Show". The fields required for this step will be displayed inside Zoho CRM.
Enter the following information:
Team of Agents - This popup will list all the queues configured in Zoho CRM. Select a queue from this list to distribute calls to agents assigned to that queue.
Click "Save" and "Close" after assigning your agents and saving the changes. Your outbound route is now configured with the following details:
Call Queue to which inbound calls are routed Primary Device - The PBX associated with this inbound call queue. Secondary Device - A fallback device in case the primary device does not answer the call. Number Details Filter - Used to allow only specific numbers (or range of numbers) for incoming calls. Queue Name - Enter a name for this queue, e.g.: "BRANCH 1" or "CITY OF SALINAS".
Description - A brief description of the queue, e.g.: "Queues that are routed to this team of agents go here".
Agent Profile Details - Enter the name of the queue to which the agent belongs.
Auth ID - The Auth ID is enabled for this agent profile by default when you create an agent profile.
When you create a new agent, by default the Auth ID is enabled for that agent profile. This will allow the Zoho CRM to authenticate incoming callers. If you have enabled the Auth ID for a user profile, enter the same here.
Click "Save" to save the information and complete the integration.
Call Queue Agent Routing Configuration in Zoho CRM
Log in to Zoho CRM as an administrator. Go to Admin > Business > Queues > Call Queue. Click "Details" for the specific queue you want to configure. )