PBX can now be integrated with several Customer Relationship Management solutions (CRM). The supported CRMs are Salesforce, SugarCRM, SuiteCRM, Zoho, Vtiger, Pipedrive, Zendesk, Microsoft Dynamics 2015, Bullhorn CRM, ProprietaryCRM and Hubspot.
Whether you want to enable CRM integration with PBX.
- CRM type:
Select the preferred CRM type. Only services available on the system already.
After saving your settings for CRM Integration, Test button will appear active. Clicking on this button a new window will open where you will enter CRM account information in order to test it:
Provide CRM account username.
Provide CRM account password.
- Caller Id:
Caller ID to search for customer (optional).
- Log Call:
Setting Log call to Yes will create a log inside CRM.
After providing all necessary information, press Run and the CRM Integration test will be started.
Here you can enable the CRM default log options that each Communicator instance is going to use. In addition, each Communicator instance can set it’s own log options if needed.
Default log options are:
- Log inbound calls
- Log outband calls
- Log answered calls
- Log unanswered calls
- Upload recordings
NOTE: For 'Upload recordings' to work, CRM Integration Service has to be able to find the recorded file using details available from Communicator. Because of some PBX limitations, the only way to be sure that CRM Integration Service will be able to find a recording is to enable recording option on DID level for inbound calls, or extension recording for outbound calls.
CRM Routing allows routing to a specific Queue or IVR or playing sound files based on information fetched from CRM.
When the call comes in AGI, PBX will first contact CRM and based on the returned value, make specific action.
In PBX Home go to CRM menu with Integration and Routing submenus, on Routing submenu one can set up rules based on which call be routed.
On DID and IVR new destinations where can be selected the rule which will be evaluated for particular DID/IVR.
- Rule Name:
Name for new rule.
- CRM Field Name:
CRM field which value should fetch.
Where to use this rule (DID/IVR).
- Greeting Instructions:
If one wants to get DTMF from caller and send that DTMF to CRM this greeting should be set, available only if Location is IVR.
- CRM To Use:
Which crm to use (CRM from CRM > Integration, when PBX will contact crm and fetch value or Custom CRM when customer should implement communication with CRM by his own).
- CRM Modules:
From which CRM module PBX should fetch information, available only if CRM To Use is CRM from Settings > CRM Settings.
- CRM Username:
Valid CRM username, available only if CRM To Use is CRM from Settings > CRM Settings.
- CRM Password:
CRM password, should be entered on same way as in Communicator, following instructions for specific CRM, available only if CRM To Use is CRM from Settings > CRM Settings.
- CRM URL:
URL which PBX will contact, must start with “https://”, available only if CRM To Use is Custom CRM.
Value to compare with.
Destination (Queue/IVR/Play recording).
- Destination Option:
Queue/IVR number or recording name.
NOTE: All fields except Greeting Instructions are required.
How routing works
After fetching value from CRM, PBX go through rules row by row and evaluate comparison between returned value and value from rule’s row using arithmetic operator from rule’s row. Destination for caller is destination from first row which match the criteria.
Let's say you need to filter inbound calls on DID and send calls to destinations based on some of the fields in your CRM. In the CRM there is a "status" field name with the customer's status and the value of the field can be GOLD, SILVER, BRONZE etc.. You can basically set your CRM routing rule to check if customer is marked as GOLD and if this is true send this call to the appropriate location IVR, Queue etc.