What happens during incoming and outgoing calls in the LeadSquared CRM integration?

What happens during incoming and outgoing calls in the LeadSquared CRM integration?

🧭 Table of Contents

🧠 Overview

The LeadSquared CRM integration with MyOperator ensures that both incoming and outgoing calls are tracked in real-time. Call-related lead and activity data is automatically updated in LeadSquared CRM, enhancing the overall workflow and visibility of your team's communication.

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📥 Incoming Calls

When an incoming call is received, the following steps happen:

  1. Popup Notification: A popup notification appears on the assigned agent’s screen.
  2. Lead Check: The system checks if a lead exists for the caller.
    • If a lead exists: An activity is added under the existing lead.
    • If no lead exists: A new lead is automatically created, and an activity is added to the new lead.
  3. Call Routing:
    • The call is routed to the assigned lead owner (if one is assigned).
    • If no lead owner is assigned, the call will follow the default IVR flow (e.g., to the counsellor).

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📤 Outgoing Calls (Click2Call)

For outgoing calls, the process is as follows:

  1. Initiating Call: The agent uses the Click2Call feature within LeadSquared CRM to initiate the call.
  2. Popup Notification: A popup notification appears on the agent’s screen.
  3. Activity Creation: An activity is automatically created under the lead to log the call details, including time, duration, and outcome.
Goal: Ensure all calls (incoming and outgoing) are seamlessly logged and associated with the relevant lead for complete visibility and tracking.

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⚙️ Universal Telephony Connector Configuration

To enable the Universal Telephony Connector in LeadSquared CRM, follow these steps:

  1. Login to your LeadSquared CRM account.
  2. Navigate to Apps → Apps Marketplace.
  3. In the search bar, type "Universal Telephony Connector".
  4. Click Install if it’s not already installed.
  5. Once installed, click Configure to proceed with the setup.
Configuration details for Click2Call:
  • Click2Call URL: https://connect.myoperator.com/api/1.1/wf/ls_coc
  • HTTP Method: POST
  • Response Keyword: Success
  • Response Type: JSON
  • Data Template Configuration:
    Enter the following template in the configuration settings:
{  "caller": "@leadPhone",  "agent": "@AgentNumberWithoutCC",  "service_number": "@VirtualNumberWithoutCC"}
Goal: Complete this configuration to enable Click2Call functionality, allowing agents to make calls directly from LeadSquared CRM.

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✅ Expected Outcomes

  • Incoming Calls: Calls are routed correctly, and leads and activities are updated in real-time.
  • Outgoing Calls: Call activities are logged under the correct lead in LeadSquared CRM.
  • Seamless Tracking: All call interactions are tracked and linked to leads, improving the agent's workflow and visibility into the lead journey.
Goal: After completing the integration, agents will be able to make and track calls directly within LeadSquared CRM without external systems.

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⚠️ Troubleshooting & Notes

  • Issue: Incoming call activity is not logged correctly.
    • Solution: Verify the IVR routing and ensure that lead mapping is correct.
  • Issue: Outgoing calls not appearing in CRM.
    • Solution: Double-check the Click2Call configuration and API URL settings. Make sure the lead data template is configured correctly.
  • Issue: Missing pop-up notifications.
    • Solution: Ensure that the browser settings allow notifications and that popups are enabled in LeadSquared.

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❓ FAQs

Q1. What happens if a lead is not found for an incoming call?
A. A new lead is automatically created, and an activity is added under this new lead.

Q2. How do I set up Click2Call in LeadSquared CRM?
A. Follow the configuration steps above to set up the Click2Call URL and the data template for call tracking.

Q3. Can I track both incoming and outgoing calls in LeadSquared CRM?
A. Yes, both incoming and outgoing calls are tracked in real-time, with calls logged under the relevant lead activities.

Q4. What happens if no agent is assigned to a lead for an incoming call?
A. If no lead owner is assigned, the default IVR flow will be triggered to route the call.

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🔗 Related Articles

  • How to Enable Click2Call in LeadSquared
  • Setting Up Webhooks for LeadSquared CRM
  • Troubleshooting LeadSquared Integration Issues

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🏷️ Keywords

LeadSquared CRM integration, incoming calls, outgoing calls, Click2Call, MyOperator integration, call activity tracking, IVR flow, real-time call logging, agent workflow, lead tracking