How Are Lead Fields Populated for Incoming Calls in Zoho CRM?

How Are Lead Fields Populated for Incoming Calls in Zoho CRM?

đź“‘ Table of Contents

  1. What happens when a call is handled through MyOperator?
  2. How is the Lead Owner assigned?
  3. How are the Phone and Lead Name fields populated?
  4. What information is included in the Lead Description?
  5. Troubleshooting
  6. Frequently Asked Questions (FAQs)

1. What happens when a call is handled through MyOperator?

  • Overview:
    When a call is managed through MyOperator, Zoho CRM automatically creates or updates a lead with detailed metadata to facilitate tracking and follow-up actions.

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2. How is the Lead Owner assigned?

  • Assignment Based on Call Handling:
    The lead owner is assigned based on the agent who last handled the call, whether it was picked up or missed.
  • Default Lead Owner:
    If no matching email is found in Zoho CRM, the default lead owner (typically the first user in Zoho CRM) is assigned to the lead.

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3. How are the Phone and Lead Name fields populated?

  • Phone Field:
    The Phone field is populated with the 10-digit caller number from the incoming call.
  • Lead Name Field:
    The Lead Name field is also set to the caller’s 10-digit phone number, ensuring consistency across both fields.

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4. What information is included in the Lead Description?

  • Lead Description Format:
    The Description field is populated with comprehensive details, allowing agents to access full call context directly from the lead or contact record.

Lead Description Format:

Field

Details

Department Name

[Department Name]

Status of Call

[Status of Call: Picked up/Missed]

Call Duration

[Duration of Call]

Call Start Time

[Start Time of Call]

Call End Time

[End Time of Call]

Recording URL

[Recording URL, if available]

UID

[Unique Call ID]

Agent

[MyOperator Agent Name]

This structured approach helps agents and sales representatives view all relevant call information directly from the lead or contact record in Zoho CRM.

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5. Troubleshooting

If you encounter issues with lead fields not being populated correctly, consider the following troubleshooting steps:

  • Missing Lead Information:
    Ensure the caller’s phone number is accurate and formatted correctly. If the number is incorrect or missing, the lead creation might fail.
  • Lead Owner Not Assigned:
    If no lead owner is assigned, verify the default settings in Zoho CRM to ensure a lead owner is defined. If no email matches, the default lead owner will be assigned.
  • Description Field Missing:
    If the Description field does not show call details, check the Zoho CRM integration with MyOperator to confirm that activity logging is enabled for incoming calls.

For further assistance, refer to Zoho CRM's support documentation or contact the support team.

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6. Frequently Asked Questions (FAQs)

Q1. How does Zoho CRM identify the correct lead for incoming calls?

  • Zoho CRM identifies the correct lead by matching the caller’s phone number with existing leads in the CRM. If a match is found, the call is logged under the existing lead. If not, a new lead is created.

Q2. Can the agent’s name be customized in the lead description?

  • Yes, the agent’s name from MyOperator is automatically populated in the Agent field of the lead description, but this can be customized if needed.

Q3. What happens if the call is missed?

  • If the call is missed, the Status of Call will be updated as Missed, and the lead will still be logged with the corresponding metadata.

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đź“Ś Keywords:

Zoho CRM, MyOperator, incoming calls, lead owner, call metadata, lead name, troubleshooting, lead description, agent assignment, call tracking.

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