CRM :: HOWTO CRM Integration Zoho

NOTE: V1 API reached End-of-Life(EOL) on 31 December, 2019.

For more information, please refer to the following links:

• https://www.zoho.com/crm/help/api/deprecation-transition-announcement.html
• https://help.zoho.com/portal/community/topic/v1-0-auth-token-deprecation

A Zoho admin should create API Client (Register application). To register the application, the admin should do the following:

1. Go to the site: accounts.zoho.com/developerconsole
2. Click 'Add Client ID'
3. Enter the 'Client Name', 'Domain' and 'Redirect URL'
4. Click 'Create'
5. Note down the 'Client ID'

'Redirect URL' should be as follows: https://{PBX_IP_ADDRESS_OR_HOSTNAME}/{TENANT_NUMBER}/crmiservice/api/generate_tokens

NOTE: If the system is Call Center (CC), the TENANT_NUMBER is 1.

CRM Integration Service

Configure the CRM Integration Service with the following options:

• Enable

Pressing the toggle button will enable or disable the service.

(E.g. On/Off)

(Toggle button)

• CRM Type

Select one of the CRM services supported by PBXware.

(E.g. Zoho)

(Select box)

• Page URL:

Enter a page URL

(E.g. https://crm.zoho.com/crm, https://crm.zoho.eu/crm, or https://crm.zoho.in/crm)

([a-z][0-9])

NOTE: Please note that the format of 'Page URL' may look different depending on the Data Center to which a certain Zoho instance belongs to. Users can check it from the URL on the homepage after logging in into their Zoho CRM account.

(E.g. If the URL is https://crm.zoho.eu/crm/org20073677472/tab/Home/begin, then the Page URL should be https://crm.zoho.eu/crm.)

• Redirect URL:

Redirect URL entered in the Zoho API Client

([a-z][0-9])

• Client ID:

Client ID obtained from the Zoho API Client

([a-z][0-9])

• Client Secret:

Client Secret obtained from the Zoho API Client

([a-z][0-9])

Generate Tokens

When setting the configuration in PBXware GUI for the first time, users have to click the “Generate Tokens” button.

This action will generate a Refresh Token which will later be used to generate Access tokens for users.

Additionally, the 'Save to enable' button will appear which indicates that a user has to populate all fields on the page and 'Save' settings.

(Button)

After populating all fields and saving the settings, the 'Test' button will appear.

(Button)

Upon clicking the button, users will be prompted to a different pop-up window where they can enter the CRM account information in order to test the configuration.

• Username:

Provide the CRM account's username.

([a-z][0-9])

• Password:

Provide the CRM account's password.

([a-z][0-9])

• Caller ID:

Caller ID to search for a customer (optional).

([a-z][0-9])

• Log Call:

Setting 'Log call' to 'Yes' will create a log inside CRM.

(E.g. Yes/No)

(Options button)

After providing all the necessary information, press 'Run' and the CRM Integration test will be started.

Log Options

Users can enable the CRM default log options that each gloCOM instance is going to use. In addition, each gloCOM instance can set its own log options if needed.

The default log options are:

• Log inbound calls

(E.g. Yes/No/Not Set)

(Options button)

• Log outbound calls

(E.g. Yes/No/Not Set)

(Options button)

• Log answered calls

(E.g. Yes/No/Not Set)

(Options button)

• Log unanswered calls

(E.g. Yes/No/Not Set)

(Options button)

• Upload recordings

(E.g. Yes/No/Not Set)

(Options button)

gloCOM Configuration

Only a ZOHO username is required. 

1. Username: 

myusername

2. Password: 

Can be left empty