General Info
- There is no embedded softphone in CRM. Use additional softphones like Zoiper, X-lite and so on.
- All your extensions should be assigned to crm users
- To use Click-To-Call function you need to connect softphone with the same extension that you have in user profile.
- Call history collected only if destination extension exist in one of user profile in CRM. User can be NOT logged in CRM.
Incoming Calls
To see Incoming Call Popup in crm you need to be logged in crm and your user should have extension number in profile that used in your Inbound Route.
*For example if destination of your Inbound Route is Extension - this extension number should be in user profile. If destination is Ring Group - in user profile should be one of Ring Group’s extensions etc.
Screen from Inbound Routes page in Elastix 4.
Vtiger User Profile screen with extension number field.
vTiger Incoming Call Popup. *Call from already saved phone number in crm.
vTiger Incoming Call Popup. *Call from new phone number.
* Email that you entered will be saved in Email and Name fields. And you need choose type of customer you need to create.
** We can modify this Incoming Call Popup as you need.
*** If you using Missing Calls vTiger extension you will not see this popup. As soon as call with new phone number appears Missing Calls create new Lead and show link to this new Lead in popup. We can modify Missing Calls launching if you need. So it will be launched not as soon as new call appears but by schedule, per hour for example.
Outgoing Calls. Click-To-Call
Just click on phone number in List View or Profile and its initiate call to customer. Click-To-Call works with all fields with fieldtype - phone.
* First you will have incoming call to your softphone. Then after you hang up you will be connected with your customer.
Click-To-Call function in List View
Click-To-Call function in Profile
Call History
In Calls module you will have all incoming and outgoing calls history.
Also you can find calls in related tabs in customer’s profiles
* In Customer profile you will see only calls related to him.
In Call Profile you will have the following information about Call:
Field Name |
Description |
Call Type |
Incoming or Outgoing call |
Customer |
Name of customer if number exist in CRM |
Customer Number |
Customer number if exist in CRM |
Start Time |
Call start time |
Recording URL |
Possibility to listen recording of call |
Call Duration (sec) |
Call duration. After off-hook |
Gateway |
PBX module name - Calls |
Created Time |
system creation time |
Incoming Line Name |
DID number. Your phone number that customer called |
Status |
Calls status. Automatically updates in real time |
User |
User, who assigned to customer. If customer number exist |
Customer Type |
Customer type if customer number exist in CRM |
End Time |
Call end time. When hang up. |
Total Duration |
Duration from start calling to hang up |
Source UUID |
Asterisk call record id |
Assigned To |
CRM user who this call assigned to |
Modified Time |
Time of modifying |
Created By |
User who created call record in CRM. Usually it is Admin user |
Comments
Log in or register to post commentsOur team has enough experience in vTiger CRM to bring all your ideas according to life. Our experts will analyse your business needs and recommend you how to solve it better. And after our developers make it in your crm system.
What we do
- Basic functional upgrade and customization
- Migration crm to higher version
- Migration from another crm to vTiger
- Extensions and Modules Development
- API integration with other software
- 2rd, 3rd lines technical support
Send us your requirements by webform below and we will estimate it and back to you soon. Also you can send it on support@vordoom.com