Our VoIP (Voice over IP) integration enables incoming calls to be automatically matched to your CRM records, displaying the appropriate Contact or Account record to the call operator. This gives immediate visibility of the caller’s details and their account history.
CRM VoIP telephony integration is included in our Professional and Enterprise plans.
VoIP Integration Vendors
The CRM integration is compatible with most VoIP software, including those listed below, and is easily configured using a URL link to connect the two systems. You can check with our Customer Support team to see if the programme you use is compatible.
- 4Sight / HiHi
- Gamma Horizon
- GoConnect for Panasonic
- Go Integrator
- NavigateUC – Splicecom PBX
- NCTI / NFON
- PhoneLink (Ericsson LG)
- Samsung Xchange
- UCPLUS (Mitel, Alcatel and NEC)
How it Works
When an incoming telephone call is received, the integration presents a string of numbers, with no spaces, to your CRM. For example the Really Simple Systems number would be 01730823300. The system then searches the CRM across all the telephone fields in both the Account and Contact records to find a match.
As it’s likely that the phone numbers in the CRM have been recorded in several different formats, the data is “normalised” for the search, ignoring any spaces and non-numerical characters, such as:
+44 (0)1730 823300
All these variations will be matched to the CallerId of 01730823300. International numbers are managed in the same way.
If the number is stored at Account level then the appropriate Account page will be returned. If the number is stored at the Contact level then the Contact page will be displayed. If the number is held on both the Account and Contact page then the Account page will be shown.
Should the system find multiple Accounts with the same number then the first one (i.e. the one with the earliest Id) will be returned. If there are multiple Contacts within an Account with the same number, then the Account page will be displayed. And if multiple Contacts in different Accounts are found then the first Contact will be shown.
If the system cannot find the number in any Account or Contact it will display a message to the user, for example, “Cannot find telephone number 01730823300”. And if the number is withheld by the caller, a message will display saying “Number Withheld”.
The CRM integration is compatible with most VoIP software, here we have used Gamma Horizon as the example.
In your VoIP provider account, go to the configuration page where the application and parameters for the CRM link are added. For Gamma Horizon this is the Horizon Integrator. In the Horizon Integrator you will need to configure an external programme “call event” for incoming connected calls.
In the “external programs” box, click “Add” to display the pop-up box.
In the Call Event pop-up box use the dropdown options to set up, selecting the following options:
Event: “Call: Connected”
Programme: leave this field blank to use your default web browser
i.e. enter your CRM sub-domains + integrations/show_call/%Call\Contact\Tel%
Your CRM sub-domain will be displayed in the URL title of your CRM. For example, this might be https://xyz.reallysimplesystems.com/integrations/show_call/%Call\Contact\Tel%
When recognising incoming calls this will be translated as, for example, https://xyz.reallysimplesystems.com/integrations/show_call/01730823300
Finally click OK , then Save, and you’re ready to go.