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Integrating Hosted PBX with Zoho

When you integrate your hosted PBX with your Zoho CRM, you can use the CRM Integration app to avail of the benefits of Zoho Phonebridge.

With Zoho Phonebridge, you can manage incoming and outgoing calls. It also reminds you about scheduled calls, identifies the caller, and matches the details with the customer's record in your Zoho products.

Some of the key features of CRM integration include:

  • Click-to-call - make calls directly from your Zoho application
  • Call pop-ups - get call pop-ups on all incoming calls, notifications of missed calls, and set reminders to make outbound calls
  • Contextual calling for agents - see a business card view of your contact when you are connected on a call
  • Analytics and reporting - access reports and analytics based on your call data
  • Create follow-ups - calls, tasks, notes, and events as required

Prerequisites

Before you integrate your hosted PBX with your Zoho products, you must meet the following requirements:

  • Your Zoho account type must be Standard, Professional, Enterprise, Ultimate, or Trial version. Integration is not available in your Free Account.
  • You must have an IP Telecom Hosted PBX account.
  • All equipment for making and receiving calls must be configured, such as a softphone or IP phone.
  • All users must have their login credentials for the IP Telecom portal. To setup or change user credentials, see user credentials.

Steps for hosted PBX admin

To authorise the hosted PBX for Zoho:

  1. Log into Hosted PBX.
  2. From the Your Apps page, select the CRM Integration App.
  3. Click the "Licenses" tab.
  4. Select the license with reference zoho-crm.

    zoho

    NOTE: If the license is not available, contact accounts to add the zoho-crm bundle to the account.

  5. From the list of users, use the slider to activate each user for Zoho CRM integration.

    zoho

  6. Click Save Changes.

Steps for users

  1. Log into Hosted PBX.
  2. From the Your Apps pages, click the CRM Integration App.
  3. Click the "Integrations" tab.
  4. Click the Zoho CRM icon and click Integrate.

    zoho

  5. (Optional) Set up Zoho multi factor authentication if you want to secure your account or skip to the next step.

    zoho

  6. Sign in to your account.

    zoho

  7. Click Accept to allow IP Telecom to access data in your Zoho account.

    accept

  8. After you accept, your name displays on the Integrations tab.

    user

  9. Close the CRM Integration app.

Setting user features (Admin)

  1. Log into Hosted PBX.
  2. Select the CRM Integration app.
  3. From the "Licenses" tab, click zoho-crm.
  4. Click the "Active Licenses" tab.
  5. For each user in the "zoho-crm group" column, click the settings icon:

    settings icon

    NOTE: If the settings icon is greyed out, the user must log into the HostedPBX Portal and do the integration in the CRM Integration app, see steps for users.

  6. Enable the integration settings:

    settings

    • Inbound events - Enable or disable processing of incoming calls.
    • Outbound events - Enable or disable outgoing call processing
    • Click To Call - Enable or disable click-to-call functionality within Zoho.
    • Events for extension numbers - Enable event logs if required
    • Enabled device - Enable or disable call processing for all devices or a specific device.

      NOTE: If this option is disabled, integration only works with a specific device that is created when you click save.

  7. Click Save changes.

  8. After each user is integrated and click-to-call is set up, the user features column displays their status in green.

    zoho

Enable click-to-call per user

To enable click-to-call for a user:

  1. Log into Hosted PBX.
  2. Select the CRM Integration app.
  3. From the "Licenses" tab, click zoho-crm.
  4. Go to the user and click the phone icon

    phone

  5. Use the slider to enable click-to-call.

  6. Click Save changes.
  7. After click-to-call is set up, the user features column displays the phone icon in green.