Zoho PhoneBridge
There are only 5 accounts and clients displayed on screen when I enable client-account mapping. What happens to the other clients?
The 5 accounts and clients displayed on screen during client account mapping are just samples, for your reference. You don’t have to worry about other records. All of them will be mapped and an email with an Excel sheet listing all the mapped and ...
I am not receiving caller details for incoming calls in Zoho CRM. Why?
Reason: You may have used the main company number and the extension to log into RingCentral inside Zoho CRM. Solution: Use your Direct Number and the extension to log into RingCentral inside Zoho CRM.
Can I be the Group Identification User for more than one PhoneBridge Group?
No. You can be the Group Identification User for only one PhoneBridge Group. The Group Identification User can be a user with either standard or administrator profiles.
How do I enable Zoho PhoneBridge Trial for my CRM Account?
You can enable Zoho PhoneBridge Trial only if you are the administrator of your account. Follow these steps to enable the trial: Log in to Zoho CRM with administrator privileges. Click Setup > Channels > Telephony > PhoneBridge. Click Enable Trial.
Why am I not able to generate the PhoneBridge Token?
The PhoneBridge Token can be generated only by the group identification user of your Zoho PhoneBridge Group. Please check with the administrator if you are the Group Identification user for the Zoho PhoneBridge Group.
Will all my calls be recorded by default in Zoho CRM?
No. Calls are not recorded in Zoho CRM by default. However, you have an option to request a call recording. Click Setup > Channels > Telephony > PhoneBridge In the Twilio Configuration page, click Edit next to the phone number you have added. ...
What happens to a call if none of the users associated attend to it?
Depending on the status of the users, the caller will be notified that the person they are calling is unavailable or busy. Following this message the caller would be requested to leave a Voice Mail. This message can be customized in Zoho CRM. The ...
I want the automated messages to be read out in a different language. Is that possible during Twilio configuration in Zoho CRM?
No. Currently, Zoho CRM does not support other languages. The automated messages are in U.S English (female voice).
Why am I not able to generate the Auth Key?
The Auth key can be generated only by the group identification user of your Zoho PhoneBridge Group. Please check with the administrator if you are the Group Identification user for the Zoho PhoneBridge Group.
I am not able to make an outbound call via RingCentral in Zoho CRM. Why?
The reasons why you may not be able to make an outbound call in Zoho CRM may be these: You may have logged into RingCentral softphone on multiple devices. In this case, log out of your softphone(s), de-authorize the PC name for the primary and ...
Can I configure my Twilio account if I am on a Standard Edition of Zoho CRM?
No. Zoho PhoneBridge is available only in the Enterprise, Professional Editions of Zoho CRM and above. Please upgrade to one of these Editions to enjoy the benefits of this integration.
Who can enable Zoho PhoneBridge for my company's CRM account?
Users with the administrator privileges can enable Zoho PhoneBridge for your account.
Can I transfer a call to another user after I have answered it?
No. Currently, you can't transfer a call.
In sequential ringing, how does Zoho CRM decide who gets the call first?
The sequence depends on whoever sets the Twilio status as "online" first. For example, Jim and Ken are two CRM users associated with a call. Jim signs in first and then Ken. So Jim’s position in the sequential ringing queue is 1 and Ken’s is 2. An ...
How do I deauthorize my computers in RingCentral?
Log in to your RingCentral account as the Administrator. Click Admin Portal > Phone System. Click Phones and Devices. Under User Phones, select the required user. Click Deauthorize this Computer. Follow the same procedure to deauthorize all other ...
I had chosen to Login Later but I cannot access the Login screen. How can I log in to RingCentral?
If you have chosen Login Later and cannot access the RingCentral Login screen, click the Phone icon beside Setup and click Login. In the RingCentral Login page, enter the login credentials and click Log In.
How do I change my Outbound Caller ID dynamically for calls made via RingCentral in Zoho CRM?
You can set your Caller ID to be displayed dynamically based on your location. To do this, Click Phone System > Users > (Select User) > Outbound Caller ID > By Feature. Select Current Location as the value under Ringout from Web. If the numbers ...
I am unable to login to RingCentral as it shows me an "Invalid username or password" error. Why?
You may get an Invalid username/password error in these cases: You have not entered the country code with the number. For example, a US RingCentral number should be entered as +1 followed by the number. (+1xxxxxxxxxx) The credentials are wrong. In ...
I keep getting this number as the Caller ID that is being displayed even though all the callers are different: “266696687”. Why?
This is not a phone number, but a code that Twilio displays for any Anonymous call. The Caller ID number that Twilio displays in your Call Logs is whatever the carrier sends them. Sometimes, the originating carrier for a call will pass through one of ...
What is the “Read Format” in the IVR menu configuration?
There is no specific Read Format column in the IVR. However, the user can enter the format in which he wants the message to be read out in the Menu Message column. It could be any of these formats: Key Press followed by Menu Example: Press 1 for ...
When I click to make an outgoing call from Zoho CRM, the RingCentral softphone shows an Incoming call. Why?
RingCentral is an agent through which calls are made and received. So when you click on call to make an outgoing call from Zoho CRM, the call is first made to the softphone and then to the destination number. Hence the softphone shows this call as an ...
When I use click-to-call, the call is being placed to another sales rep's softphone instead of mine. Why?
If you have entered your organization's RingCentral number to Login instead of your direct RC number, then you will face this issue. Any outgoing call is first placed to RingCentral and then the destination number. When you enter your organization's ...
How can I disable Twilio integration?
You can disable Twilio Integration by clicking Switch Telephony Providers on the Twilio Configuration page.
There is no click-to-call phone icon beside the phone number in the Lead/Contact Details page. Why?
If you do not see the click-to-call phone icon next to the phone number in your Leads/Contacts details page, it could be because RingCentral has not integrated with Zoho CRM correctly. Follow these steps to rectify it: Disable the RingCentral ...
I am not able to make/receive calls from Zoho CRM. Why?
One of the major reasons you may be unable to make or receive calls from Zoho CRM is due to browser compatibility issues. In this case, go to http://clientsupport.twilio.com/. During the compatibility check, if you see any red boxes, report the error ...
How do I disable the "Press 1" prompt while making a call through RingCentral in Zoho CRM?
It is currently not possible to disable the Press 1 prompt that is always played when you make a Click-to-Dial call in Zoho CRM. Reason: The Press 1 prompt is necessary in order to ensure that the CRM user (caller) is connected to RingCentral first ...
Why can't I see the telephony feature under Channels?
Only users with the Administrator profile can access this feature. To access telephony, contact your Admin and ask them to change your profile to Administrator.
What are the PBX systems supported by Zoho PhoneBridge?
The PBX systems supported by Zoho PhoneBridge can be found here. The list of PBX system supported in each region and your subscription can be entered and viewed. Note: You must download a separate Adapter for every PBX system.