Plan requirement
| Subscription | UC-Business or higher, plus a paid Zoho PhoneBridge account |
| Access | WMS administrator, Zoho administrator |
Zoho CRM and Zoho Bigin both connect, but each starts on the Zoho side and both need your users imported first.
Check this before anything else. The integration needs a Zoho PhoneBridge account on Standard, Professional or Enterprise. It does not work on a free Zoho account, and no amount of configuring on our side changes that.
What you get
- An incoming call raises a pop-up with the contact and the call details, and you can decline from it
- Click-to-call from Zoho, using the green handset icon next to a number
- Calls logged against the record
- After a call, follow-up work in Zoho CRM: a scheduled activity. In Bigin: a description, tags and a note with attachments
Step 1, in Zoho
The two products differ here, which is where people lose an afternoon.
- Zoho CRM. An administrator goes to Setup > Channels > Telephony and clicks Enable PhoneBridge for the organisation.
- Zoho Bigin. An administrator goes to Setup > Channels > Phone, clicks View Marketplace, searches for Wildix, installs the app and chooses whether everyone or only some people get it.
Step 2, import the users
This step is easy to miss and nothing works without it. In WMS, go to Users and click Import. Choose Zoho as the backend and then CRM or Bigin as the provider, click Login, confirm the access request, then Save and Import.
Afterwards, go through the imported users one at a time and use Set password. They arrive with generated passwords, and leaving those in place is not something to discover later.
Step 3, switch it on
- Go to Settings > PBX > Integrations and open the Zoho Integration tab.
- Click Enable.
- Authorise the access request in Zoho. Whoever does this has to be a Zoho administrator.
Outside the United States, the PBX needs to know your region. Since WMS 6.10 and 7.03, a non-US Zoho account requires ZOHO_CLIENT_AUTH_URI to be set on the PBX, pointing at your Zoho region: for a European account that is https://accounts.zoho.eu. Without it the integration may refuse to enable, with nothing obvious to explain why. Your Zoho account settings tell you the region. If you do not manage the PBX yourself, ask us and we will set it.
Things that catch people out
- Changing somebody's extension in Zoho does not sync. Disable and re-enable the integration afterwards, or that person's calls stop matching.
- In a WMS network, this is enabled on the PBX Server only.
- Number format decides whether anything matches. Numbers stored locally will not match calls arriving in international format. Clean up the formats before rolling this out, not after people have given up on it.
- A withheld number has nothing to match on, so no pop-up appears.
Comments
0 comments
Article is closed for comments.