Zoho CRM Click-to-Call

Overview

Zoho CRM is a powerful Customer Relationship Manager that can be used to track leads, log customer calls, and more. With SignalWire SIP endpoints, and a Softphone we can use Zoho CRM to enable agents to make an outbound call to any Zoho CRM contact with the click of a button!

Goals

By the end of this guide we will have accomplished the following:

  • Create a SIP endpoint
  • Register a SignalWire SIP endpoint to our Softphone
  • Create a Zoho CRM contact
  • Click-to-Call our contact using our SignalWire-enabled Softphone

What Do I Need?

  1. SignalWire account (guide here)
  2. Purchased or Verified phone-number in your SignalWire space (guide here)
  3. Softphone client of your choosing. For this guide, we will use MicroSIP. More SoftPhones can be found ( here )
  4. Zoho account with access to Zoho CRM. Register ( here )
  5. Secondary phone number to test your calling feature. For this demo we will use a second SignalWire number, but feel free to use your personal number instead.

SignalWire Setup

Purchase a Number

  1. First, we will need to purchase a phone number with SignalWire.
    This can be done by navigating to your SignalWire dashboard, and clicking the Phone Numbers tab on the left-hand nav-bar.

  2. Select Get a Phone Number, or the +New button.

  3. Use SignalWire's filtering features to select a number that suits your needs, and click the Buy button.

  4. Optionally, set a Friendly Name for the purchased number. This will make it easier to keep track of your numbers as you add more to your space.

For more information on purchasing a phone number, check out our detailed guide ( here )

Create a SIP endpoint

Now that we have our Phone Number, we can create our SIP endpoint. This endpoint will allow us to connect to a Softphone, and make outbound calls using our newly acquired number.

  1. Navigate to your SignalWire dashboard, and select SIP from the left-hand nav-bar.

  2. Click the Create a New Endpoint button.

  3. Select a Username and Password for your endpoint. These credentials are how you will connect your SIP endpoint to your Softphone.

  4. Select the desired phone number you would like to set as your Caller ID. This can be any purchased or verified number in your SignalWire space.

  5. Optionally, configure your codec and encryption settings. If you are not sure, it is suggested to leave them as their default settings.

For more information on creating a SIP endpoint, check out our detailed guide ( here )

Connect SIP endpoint to SignalWire Phone Number

In the last step, we configured our SIP endpoint to call out using our Caller ID, but if a customer tried to call this number back, it would not reach the SIP endpoint.

To ensure returned calls reach our SIP endpoint:

  1. Navigate to your SignalWire dashboard, and select Phone Numbers from the left-hand nav-bar.

  2. Select the Phone Number used, and click the Edit button.

  3. In the Accept Incoming Calls As drop-down menu, ensure it is set to `Voice Calls.

  4. In the Handle Calls Using drop-down menu, select SIP Endpoint.

  5. Use the drop-down/search feature to find the enpoint you created earlier. This will be the Username you set for your endpoint.

  6. Finally, select the Save button to save your changes.

Softphone Setup

Our Softphone set-up should be quite simple. For this example, we will be using MicroSIP.

Softphone choice

If you do not wish to use MicroSIP, SignalWire provides resources for several other popular Softphone options:

Register Your Endpoint

  1. Launch the MicroSIP client

  2. Select Add Account from the top-right drop-down menu

  3. Account Name is similar to the Friendly Name for our phone number, and is only to help keep track of several endpoints.

  4. SIP Server and domain should be set to your SignalWire SIP domain.

  5. Username should be the username of your SIP endpoint.

  6. Domain should be the same as your SIP Server

  7. Login and Password will be your endpoint Username and Password

  8. Optionally, configure your encryption settings. If your endpoint requires encryption, set Media Encryption to Mandatory SRTP, and Transport to TLS.

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Where is My SignalWire SIP Domain?

Your SIP domain can be found in the "SIP" page of your SignalWire Dashboard. Select the endpoint you would like to use, and copy the "Domain" portion of the Username/Domain as shown below.

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Find our MicroSIP guide ( here )

Zoho CRM Setup

All that is left is to import a contact into our Zoho CRM, and enable click-to-call in our settings.

Create a Contact

For the purposes of testing, you can create a contact with any fake information.

  1. Navigate to Zoho CRM, and click Contacts in the top nav-bar.

  2. Select Create a Contact and fill out the required information.

  3. Set Phone Number to the phone number you would like to recieve a test call from.

  4. Select Save and return to the contacts screen.

Click to Create a Call

  1. Next to the Phone Number field should be a little phone icon, which will initiate the call.
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  1. If this is your first time using this feature, you may have to select your Softphone as the default application for handling click-to-call.

  2. If you have previously used click-to-call, you may have to change the default application to your desired Softphone. The way to do this will vary between Operating Systems.

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You Made It!

If everything has been set up correctly, your Softphone software should launch, and initiate a call to the contact number set in Zoho CRM.

Wrap Up

This guide is intended to be a step-by-step walkthrough for users of any skill/knowledge level. In summary we have:

  1. Purchased a SignalWire Phone Number, and set it to accept calls as a SIP endpoint.

  2. Created a SignalWire SIP endpoint and registered it to our MicroSIP Softphone

  3. Created a contact in Zoho CRM and used the telephone link to call the client using our SignalWire-enabled Softphone.

Try it Yourself

If you would like to test this example out, you can create a SignalWire account and space here.

Please feel free to reach out to us on our Community Slack or create a Support ticket if you need guidance!


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