📑 Table of Contents

1. What are the Key Features of the Integration?
2. What Are the Prerequisites for Integration?
3. How Does User Synchronization Work?
4. How Does Click-to-Call Work in Zoho CRM?
5. What is Call Activity Logging?
6. Integration Setup Steps
7. Webhook Configuration
8. Post-Integration Behavior
9. Troubleshooting
10. Frequently Asked Questions (FAQs)

1. What are the Key Features of the Integration?

The Zoho Sales CRM + MyOperator PhoneBridge Integration brings essential functionality to improve your call management:

• Click-to-Call from Zoho CRM.
• Incoming and Outgoing Call Popups for seamless interaction.
• Automatic Call Activity Logging within CRM for tracking call details.
• User Sync between MyOperator and Zoho CRM for accurate call attribution.

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2. What Are the Prerequisites for Integration?

Before starting the integration, ensure that the following prerequisites are in place:

• Zoho PhoneBridge must be enabled through Zoho Telephony settings.
• InCall & AfterCall Webhooks must be activated in MyOperator.
• Click-to-Call functionality should be enabled in MyOperator.
• Ensure email addresses match exactly between Zoho CRM and MyOperator (case-sensitive).

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3. How Does User Synchronization Work?

To ensure proper call attribution:

• Email Matching:
• The email ID of each user in Zoho CRM must match exactly with the MyOperator email ID.
• Resyncing Users:
• If new users are added to Zoho CRM, resync users from MyOperator to reflect the updates and ensure proper syncing.

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4. How Does Click-to-Call Work in Zoho CRM?

• Click-to-Call (COC):
• A call button will appear next to every phone number in Zoho CRM.
• Agents can click this button to initiate outbound calls directly via MyOperator.

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5. What is Call Activity Logging?

When a call is made or received, MyOperator logs the following details in Zoho CRM:

• Caller Details
• Call Duration
• Call Status (e.g., Connected, Missed)
• Recording URL (if enabled)

This logging ensures that all inbound and outbound calls are tracked accurately under the associated lead/contact in Zoho CRM.

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6. Integration Setup Steps

To integrate Zoho CRM with MyOperator, follow these steps:

1. Connect Zoho to MyOperator:
• Visit the Zoho PhoneBridge Integration page.
• Fill in the required fields and click “Integrate” to complete the connection.

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7. Webhook Configuration

Once the integration is complete, configure the webhooks in MyOperator:

1. AfterCall Webhook:
• Go to MyOperator > API and Webhooks > Calling Webhooks > Add New.
• Set Webhook Type to AfterCall, Method to POST, and use the URL:
  https://connect.myoperator.com/api/1.1/wf/phonebridge_aftercall/.
2. InCall Webhook:
• Repeat the same steps with Webhook Type set to InCall, and use the URL:
  https://connect.myoperator.com/api/1.1/wf/phonebridge_incall/.

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8. Post-Integration Behavior

After completing the integration:

• Click-to-Call:
• Agents can initiate calls directly from Zoho CRM via the Click-to-Call button.
• Call Popups:
• Real-time call popups will appear for both inbound and outbound calls.
• Call Logging:
• All calls will be logged as activities under the corresponding leads/contacts in Zoho CRM.
• Call Recordings and Duration:
• If enabled, call recordings and durations will be included in the CRM activity logs.

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9. Troubleshooting

If you encounter issues during the integration, try the following steps:

• Call Activity Not Logging:
• Ensure the webhooks are properly configured and the email addresses between Zoho CRM and MyOperator match.
• No Popups for Incoming Calls:
• Verify that the InCall Webhook is set up correctly in MyOperator.
• Click-to-Call Not Working:
• Check that Click-to-Call is enabled in MyOperator and that agents are logged in with the correct email addresses.

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10. 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 a user is added after the integration?

• You need to resync the users from MyOperator to ensure they are added properly in the integration.

Q3. Are call recordings stored in Zoho CRM?

• Yes, if call recordings are enabled, they will be stored along with the call duration in Zoho CRM under the corresponding lead/contact.

Q4. How do I sync new users?

• After adding new users in Zoho CRM, click “Resync Users” in the Zoho PhoneBridge setup panel within MyOperator to ensure proper syncing.

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📌 Keywords:

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