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Zoho CRM → Settings → Telephony → Phonon Central

Connect Zoho CRM to our cloud-based business telephone network that's tailored to your needs.

Phonon Communications has developed futuristic solutions for customer interaction automation that help enterprises leverage Artificial intelligence and state-of-the-art Natural language processing. We deliver customized solutions that enable businesses to carry out interactions in the most suitable channel for your customers and employees. We provide one stop solution with inbound and outbound IVRs. Integrating Zoho CRM with Phonon Central, one can use Click2Dial, incoming call notifications, recordings, dispositions, etc. all from the ease of CRM itself!

Features include:

  • Click2Dial: Initiate a call from within Zoho CRM with a single click, avoiding the inconvenience of switching between devices or displays. With more time on your hands, you can make more calls and be more productive.

  • Incoming & Outgoing Call Notifications: To know who is calling you, receive screen pop-ups for incoming calls. You'll be better prepared to answer the call if you have access to your contacts' history and information from these pop-ups. You can also preserve new callers as records in Zoho CRM, as well as your follow-up activities (such as adding notes, tasks, and so on).

  • Call Recordings: Get the call recordings directly on your Zoho CRM after every call that has completed so that the Admins can have the record of the conversation between the agents and the customers.

  • Call Controls: Get various call control options of Mute, Hold, Transfer etc., on click of a button to increase the agent convenience during the call.

STEPS FOR INSTALLATION

  • Click on Install button to install the Phonon Central application.

  • Login to the Central Application.

  • In the Central application, we have provided left menu at Advance → Integration.  

  • System will list down the Integration Partners. Click on Connect for Zoho CRM.

  • When the user clicks on the Connect, system will open the Zoho CRM page to enable the Phonebridge Telephony Integration.

  • To enable the Phonebridge integration, we have provided Connect button.

  • When the user clicks on Connect button, the system will ask the user to login with Zoho credentials to provide the access of information.

  • Refer the following screenshots:

  • Once the user clicks on Accept, the system will redirect the user to Phonon Central → Advance → Integration.

  • Click on Manage button to open the Information Page.

  • Click on Manage button to configure the integration.

  • When the user clicks on Manage button, system will open the Click 2 Call screen.

  • We will provide following fields:

    • Click to Call Outbound Dialer:

      • Select an Outbound Multicast/ Outbound Dialer Flow, which will be executed when agents click on the {Phone Icon} icon in Zoho CRM.

    • Access Token Available in:

      • $flow.syskey.zoho_access_token - System will store the authentication token in this variable.

    • Flow Variable:

      • $flow.key.clicktocall - System will store the selected flow variables and values will be store in this variable.

    • Configure Agents: We will provide 2 separate tables for Available Agents and Enabled Agents so that admin can pick and choose for which agents, Click 2 Call configuration needs to be enabled with following columns

      • Agent ID

      • Agent Name

      • Email

      • Agent Key

Make sure the agents' Agent Key and their Zoho User ID are same, otherwise the Click 2 Call feature will not work for those Zoho Users.

  • Queues Assigned

  • Save (button).

    • Clicking on save button, system save the configurations.

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