IPT Connect with Zoho

When you integrate your hosted PBX with your Zoho CRM, you can use the IPT Connect 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 IPT Connect 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.

Integrating hosted PBX with Zoho

Administrators select the license and activate the users that they want to integrate with Zoho. The users must then integrate Zoho individually with their Zoho account credentials.

Steps for AdminsSteps for Users

1. Open the IPT Connect application in your hosted PBX portal.

2. Click the Licenses tab. Click on an available license with the reference zoho-crm.

   

   Note

   If the license is not available, contact IP Telecom to add the Zoho license to your account.

3. From the list of users, use the toggle to activate each user for Zoho IPT Connect.

   

4. To apply user settings, click the User Features icon:

   

   Note

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

5. Enable the integration settings:

   

6. Adjust the individual user parameters:

   • Inbound events - Enable or disable incoming calls processing
   • Outbound events - Enable or disable outgoing call processing
   • Click To Call - Enable or disable "Click-to-Call" functionality within Zoho CRM
   • Events for extension numbers - Indicates if you want to log events to the integration when calls to and from extension numbers happen. Event logs can be used for troubleshooting.
   • Process calls from the call center - Enable or disable call queue call events processing for agents. This setting is only available for administrators and accounts with live queues in Call Center. If enabled (and the account has Call Center), then Zoho will send all events to the user, even if he receives calls from a queue. If the parameter is disabled, only personal events will be sent to Zoho.
   • Enabled device - Enable or disable call processing for all user devices. If this option is disabled, then the integration only works with the specific devices that are created when you click Save.

7. Close the window and confirm your changes by clicking Save changes.

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

   

1. Open the IPT Connect app in your hosted PBX portal.

2. From the "Integrations" tab, select the Zoho CRM icon and click Integrate.

   

3. Sign in to your Zoho organisation account.

   

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

   

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

   

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

   

7. Close the IPT Connect app.

Setting user features (admin)

1. Log into Hosted PBX.
2. Select the IPT Connect 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:

   

   Note

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

6. Enable the integration 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 - Indicates if you want to log events to the integration when calls to and from extension numbers happen. Event logs can be used for troubleshooting.
   • Process calls from the call center - Enable/disable call queue call events processing for agents. This setting is only available for administrators and accounts with live queues in Call Center. If enabled (and the account has Call Center), then Zoho will send all events to the user, even if he receives calls from a queue. If the parameter is disabled, only personal events will be sent to Zoho.
   • 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.

   

Enable click-to-call per user

To enable click-to-call for a user:

1. Log into Hosted PBX.
2. Select the IPT Connect app.
3. From the "Licenses" tab, click zoho-crm.

4. Go to the user and click the phone icon

   

5. Use the toggle 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.