Zoho Sales CRM + MyOperator Integration Guide

Zoho Sales CRM + MyOperator Integration Guide

đź“‘ Table of Contents

  1. What are the Key Capabilities of the Integration?
  2. What are the Prerequisites for Integration?
  3. How Does the Data Flow Between Zoho CRM and MyOperator?
  4. What Are the Steps to Sync Users?
  5. What Are the Integration Steps?
  6. Post-Integration Behavior
  7. Troubleshooting
  8. Frequently Asked Questions (FAQs)

1. What are the Key Capabilities of the Integration?

The Zoho Sales CRM + MyOperator Integration enhances call handling directly from within Zoho CRM, providing:

  • Click-to-Call functionality from Zoho CRM.
  • Incoming & Outgoing Call Popups for seamless communication.
  • Call Activity Logging in CRM, ensuring that all call details are captured.
  • User Mapping by Email, ensuring synchronization of users across both platforms.

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2. What are the Prerequisites for Integration?

Before starting the integration, ensure that the following prerequisites are met:

  • Enable PhoneBridge Telephony in Zoho CRM.
  • Enable MyOperator Features such as:
    • InCall Webhook
    • AfterCall Webhook
    • Click-to-Call functionality
  • Ensure that email IDs are case-sensitive and match for users in both Zoho CRM and MyOperator.

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3. How Does the Data Flow Between Zoho CRM and MyOperator?

The integration flows as follows:

  • Click-to-Call (COC):
    • Agents can initiate calls directly from Zoho CRM by clicking on the đź“ž icon next to phone numbers.
  • Incoming Calls:
    • Triggers a popup and logs the call activity under the associated lead/contact in Zoho CRM.
  • Outgoing Calls:
    • Logs call details and duration as a CRM activity under the corresponding lead/contact.

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4. What Are the Steps to Sync Users?

To sync agents between Zoho CRM and MyOperator:

  • Ensure that the same email ID is used for users in both platforms.
  • If new users are added to Zoho CRM, click “Resync Users” from the Zoho PhoneBridge setup panel in MyOperator.

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5. What Are the Integration Steps?

Follow these steps to integrate Zoho Sales CRM with MyOperator:

  1. Launch Integration:
  2. Enter MyOperator Credentials:
    • Go to MyOperator > Manage > API Integration to find and enter your credentials.
    • Click “Integrate” to proceed to a success page.
  3. Webhook Configuration:
    Use the provided URLs to complete webhook setup:
    • Company ID: Unique ID for your MyOperator account.
    • Secret Key: Required for Click-to-Call.
    • API Token: Authentication for integration.
    • IVR ID: Peer-to-peer campaign ID (create if needed).

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6. Post-Integration Behavior

Once the integration is complete:

  • Agents can initiate Click-to-Call directly from within Zoho CRM.
  • Call popups will appear for both inbound and outbound calls.
  • All call activities are logged against the associated leads/contacts.
  • Recordings (if enabled) and call durations are included.

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7. Troubleshooting

If you encounter issues during the integration process, follow these troubleshooting steps:

  • Email ID Mismatch:
    Ensure that the email addresses for users in Zoho CRM and MyOperator are case-sensitive and match exactly.
  • Call Activity Not Logging:
    Verify that PhoneBridge Telephony is enabled in Zoho CRM, and ensure that the webhook URLs are correctly configured.
  • No Call Popups:
    Ensure that the InCall and AfterCall webhooks are properly set up in MyOperator.
  • User Sync Not Updating:
    If new users were added to Zoho CRM after the initial integration, click “Resync Users” in the Zoho PhoneBridge panel to refresh the user list.

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8. Frequently Asked Questions (FAQs)

Q1. Can I initiate Click-to-Call from MyOperator?

  • No, Click-to-Call can only be initiated from within Zoho CRM.

Q2. What happens if I add a new user to Zoho CRM after setting up the integration?

  • You must click “Resync Users” in the Zoho PhoneBridge panel within MyOperator to sync the new user.

Q3. Are call recordings included in the integration?

  • Yes, call recordings are included in the call logs if enabled during the setup process.

Q4. How do I troubleshoot issues with call logging?

  • Ensure the webhooks are correctly configured, and that user email IDs match exactly between Zoho CRM and MyOperator.

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đź“Ś Keywords:

Zoho CRM, MyOperator, PhoneBridge, Click-to-Call, integration, call logging, user synchronization, troubleshooting, inbound calls, outbound calls.

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