Tech Connections has developed an innovative solution to integrate your phone system with the Zoho platform helping your sales and support teams handle calls more effectively. Your users can manage all of their call-related activities inside Zoho and enrich customer interactions seamlessly through call notifications, click to dial and call recording integration features. Our Zoho Integration service is completely free of charge to all Tech Connections customers and setup is fully automated inside our customer portal.  

Below is a step by step guide which explains how to register your Tech Connections portal via the Hero Phone Bridge extension and then configure things for your users:

Step 1  -  Enable Telephony in the Zoho portal.  This is found in the Zoho Market Place and can be added through the Settings page in Zoho under 'Channels/Phone' option.

Step 2   -  In Zoho CRM select the Hero Internet extension from the list of providers in the market place and click the Install button.

Step 3  -  Choose the users which you want to enable the Telephony Integration service for or select 'All Users'

Step 4  -  You should now see confirmation that this has been activated and that you now need to go to the Hero Portal to complete the setup.

Step 5  -  Either follow the link below or just login to the Hero customer portal and under the Voice tab click on the CRM Integration page or click on the link below:

You should see a Zoho Logo as one of the options listed.  Click on this logo.

Step 6  -  Next you should see a link to register your account with the Zoho Phone Bridge Service.  Click on this link.

Step 7  -  Next you will be diverted to the Zoho sign-in page.  Login using your Zoho account and credentials:

Step 8  -  You will be presented with a screen asking for access to your Zoho information.  Click Accept to continue

Step 9  -  Once you have installed the Hero extension in Zoho CRM then go back to the Hero customer portal and you should see a tick box with 'Zoho Phone Bridge Connected' displayed.  Next click on 'Enable Zoho Integration'

Step 10  -  If everything is working at this point and you do not see any errors then your Zoho user names should be displayed along with the Zoho email address and User ID details for each staff member that has access to Zoho.

Step 11  -  Beside each Zoho user you will see a Monitored Phone number(s) dropdown selection box.  Select which phone number applies to each of your Zoho users.  If you want to select multiple phone numbers for a user then use the Ctrl (or Cmd on Mac) key to make multiple selections.

Step 12  -  Next select the Click to Dial call back number for each of your users.  This is the number which Zoho will connect outgoing calls to when you click to dial contact numbers in the Zoho CRM interface.  You can only select a single number to act as a click to dial number for each Zoho user.

Step 13  -  Once you have setup the numbers you want to monitor and click to dial through for your users click on the Apply Settings and check for any errors.  Hopefully all the settings will be applied successfully.

Step 14  -  Now go back to the Zoho CRM interface and reload the page if required.  If the settings have applied correctly when you open a contact in the Zoho CRM contacts screen beside each phone number you should see a green 'Call' button displayed when you hover over the number.  This is the Click to Dial feature.

Step 15  -  There should also be a 'Call now' button in the top right corner of the screen which you can also use to Call the contact using Click to Dial

Step 16  -  When you click the Call button you should see a popup window in the bottom right corner of the screen showing as 'Connecting...'.   At the same time the phone you selected for your user login in step 12 above should receive an incoming call.  If your phone allows auto-answer then your phone will automatically accept the incoming call otherwise it will ring and you will need to answer the incoming call from Zoho's click to dial event.

Step 17  -  Once your phone has accepted the incoming call then you should see the status in the popup window change to 'Calling customer...'.  If you do not use Click to Dial to initiate the call but simply dial the customer from your phone manually you should also see the popup appear in the bottom right corner as well.

Step 18  -  Once the customer picks up the phone and answers the call the status should show as answered and you should see a timer for the call duration.  You can now start entering information about the call in the Call Description text area of the popup window which will be saved in the CRM system call logs.

Step 19   -  If the number you call is unavailable or Busy then you should see this popup in the centre of the screen with a description of why the call did not connect.

Step 20  -  At the end of the call the timer should stop counting and turn red and you can then continue to write notes about the call and optionally you can add follow-up actions relating to the phone call by clicking 'Add' next to FollowUp Action.  Once you have finished taking notes and have added any follow up action click the Done button.

Step 21  -  If you receive an incoming call and you are logged into the Zoho interface then as your phone rings you should see an incoming call popup displayed with the details of the caller if these are stored in the CRM system.  If not then it will just show the Caller ID information.  When you pick up the call and answer and then end the call the same options shown in Steps 18 and 20 above will be provided to take notes and set up follow up actions etc.

Step 22  -  To review any phone calls that have been made go into the 'Calls' tab along the top of the Zoho Interface

Step 23  -  You should see a full list of all incoming and outgoing calls made to your monitored phone numbers and any notes and follow-up actions associated with these calls.  If you click on a call you should see all of the information related to that call and if you have enabled 'call recording' on the Hero Cloud PBX platform you should also see a voice recording item at the bottom with a 'Play' button where you will be able to Play back the phone call and listen to the recording inside the web browser.  Please allow 1-2 minutes for the call recording to be ready and processed by our platforms.

If you have any technical difficulties setting up the Zoho Integration service then please contact one of our support team for assistance at support@techconnections.co.nz or call us on 0800 832 426.