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Zoho

The myCloudPBX Zoho CRM Integration enhances customer relationship management by integrating your call activities directly with your existing Zoho CRM.

It features call journaling (with optional automatic contact creation) and automated CRM Smart Open where the callers contact page is loaded on your computer.

The integration’s CRM Smart Open functionality opens the appropriate Zoho page based on the caller’s information:

  • Contact Page: Opens if the caller ID matches an existing contact.
  • Search Page: Opens when the caller ID matches multiple contacts, or if the caller ID is private or unknown.

This integration streamlines workflows, ensuring all interactions are efficiently managed and recorded.

Zoho Configuration

Before you can configure the Zoho integration within myCloudPBX, you must first configure your Zoho account.

You will need to configure an account within Zoho with API access. (We suggest creating a new user for this purpose).

Step 1.

First you will need to register a new application with Zoho CRM.

Sign in to the Zoho Developer Console.

Step 2.

Click 'Get Started'.

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Step 3.

Select 'Self Client'.

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Step 4.

Ensure that Client Type is set to 'Self client', then click 'Create'.

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Step 5.

Click 'OK'.

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Step 6.

Copy the 'Client ID'.

Copy the 'Client Secret'.

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Step 7.

Click 'Generate Code'.

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Step 8.

Enter the following information:

  • Scope: ZohoCRM.modules.ALL

  • Time Duration: 10 minutes

  • Scope Description: myCloudPBX Integration

Click 'Create'.

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Step 9.

Select the CRM Portal, then select the CRM Instance that you wish to use.

Tip

In most cases you will only have one of these to chose from. If you have multiple, just select the one you wish to use.

Click 'Create' when finished.

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Step 10.

Click 'Copy'.

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Step 11.

From here we will switch over the the Portal to enter the saved values into the Portal.

Step 12.

The last thing we need to obtain, is the Zoho Access URL. This can be found in the URL of Zoho and will look like the following:

https://crm.zoho.com.au/crm/org11234566/

This is your Zoho Access URL.

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myCloudPBX Configuration

This configuration will need to be performed within the myCloudPBX Portal.

Step 13.

Enter the following information from the previous steps.

  • Access URL: Enter the Access URL that you obtaained this in Step 12.

  • Client ID: Enter the Client ID that you obtained earlier in Step 4.

  • Client Secret: Enter the Client Secret that you obtained this in Step 4.

  • Self Client Code: Enter the Generated Code that you obtained in Step 10.

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Step 14.

Enable the Integration.

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Step 15.

Once you are happy that all of the information is correct, click the 'Test' button.

Tip

Note: The 'Save' button will remain greyed out until the testing has been successful.

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If the test was successful, you will see a message showing 'Test Successful.

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Step 16.

Once you are happy with your configuration, click 'Save'.

Now that the settings are saved, you can enable the CRM for your PBX by sliding the 'Integration Enabled' switch to the right.

Finally, click 'Apply Changes' if prompted.

CRM Smart Open

If you would like to automatically display your CRM Contact page for incoming calls, ensure that you enable the Automatically display your CRMs Contact page for incoming calls option.

Please note that while this is a global setting for the PBX, it can be enabled/disabled on a per user basis within the myCloudPBX App iteself.

Once you are happy with your configuration, click 'Save'.

Tip

Don't forget to click Apply PBX Changes if prompted.

Call Journaling and Contact Creation

With the Call Journaling with Contact Creation feature enabled, myCloudPBX will automatically log calls within Zoho for you.

Zoho Call Journalling section

Enter in your preferred call subject for Inbound and Outbound calls, noting that you can use the following variables to generate the subject line.

Possible Variables:

  • CallDateTime: This value represents the Date and Time of the call.
  • SourceNumber: For an inbound call, this will show the callers full caller ID (eg: 0731051300). For an outbound call, this will show the internal extension number of the user who made the call (eg: 324).
  • DestinationNumber: This represents the full national number that was dialled.
  • TalkerState: For inbound calls only.
  • ConnectedState: For outbound calls only.

Tip

Note: You will need to ensure that each variable is enclosed in square brackets as shown in the image above.

The Create Contact is an optional setting that allows myCloudPBX to automatically create a new contact if the caller ID is not found in your CRM. Enter the preferred first and last name to use for the new contact.

Zoho Contact Creation section

Once you are happy with your configuration, click 'Save'.

Tip

Don't forget to click Apply PBX Changes if prompted.

Remove CRM integration

Warning

Note: This action cannot be undone.

You can permenantly disable the CRM integration by clicking the Remove Integration button.

Generic CRM Remove Integration Button

You will then be prompted again to confirm the removal of the integration.

Click 'Permanently Remove CRM Integration'.

Generic CRM Remove Integration Button