Log in to BT Cloud Phone

Once you have enabled the BT Cloud Phone integration, you will be prompted to log in to your BT Cloud Phone account from Zoho CRM.

To log in to your BT Cloud Phone account

1. Click Login to BT Cloud Phone if you wish to log in to your account right away.
   
2. You will be navigated to BT Cloud Phone Login page where you need to enter the login details and click Login.
    
3. If you are logging in later, you can use the  Phone icon at the bottom right of the page to access the BT Cloud Phone Login screen.
   
   
   
4. Once you login, choose the required phone number from the available list. Please use your direct BT Cloud Phone number of your organization.
   
   
   

Use BT Cloud Phone Integration

Once you have enabled BT Cloud Phone in Zoho CRM and logged in to your BT Cloud Phone account in Zoho CRM as well as the BT Cloud Phone softphone, you are ready to use this BT Cloud Phone integration.You can receive incoming calls, initiate outgoing calls and add follow-up activities from Zoho CRM.

Receive calls

When you receive an incoming call from a CRM contact via BT Cloud Phone, you can see a Business Card view of the contact.

At the end of the call, the follow-up options on the Call Ended window lets you add calls and assign tasks to your contact.

Make Calls

When an outgoing call is initiated to a contact in Zoho CRM, the call is made via BT Cloud Phone.

To initiate an outgoing call from Zoho CRM

1. Click the desired record.
   
2. In the  Record's Details page, click the  Phone icon beside the phone number.
   
   
   
   The call via BT Cloud Phone is now established. 
   
3. The follow-up options on the Call Ended window lets you add calls and assign tasks and add a call description.
   

Follow-up Activity

At the end of every call via BT Cloud Phone, you can do any or all of the following activities from the Call Ended window in Zoho CRM. These would automatically be associated to the respective record.

• Add a follow-up call.
  
• Add a follow-up task.
  

View Call Logs

Calls made, received, missed and unanswered in Zoho CRM via BT Cloud Phone are automatically logged in the Calls module.

To view call logs and Call Recordings

1. Click the Calls module.
   
2. Select the All Calls list view.
   
3. Click on any desired record to view the call details.
   
4. Recorded calls are displayed in this section.
   

Note

• The recorded calls can only be viewed if BT Cloud Phone integration is enabled and the user is logged in.
  
• In case the preferred phone number for calling is selected as "{company_number}*{extension}", then the calls module would show two records for each call made from CRM.