Xtend Call Center
Deploy Xtend Call Center Solutions to automate inbound and outbound call center environment. The implementation reduces call cost and manual dialing to a large extent and allows automatic answering to customer routine questions, thus enabling the support staff to communicate more effectively.
Xtend Call Center
CRM Integration of Xtend Call Center With Zoho
The steps given below will help to integrate Xtend Call Center with Zoho.
- Enabling Zoho in Xtend Call Center
- Token Generation Procedure
- Mapping Users with Xtend Call Center
- Agent Login Process
- Click-to-dial Functionality
Enabling Zoho in Xtend Call Center
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To enable the ‘Zoho’ Logo in Xtend Call Center interface, set ‘$Zoho_Integration’ as 1 in Config.cfg.
Token Generation Procedure
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The token generation (‘$ZohoRefreshToken’ in Zoho.cfg) is a one time process. Login to Xtend Call Center interface with administrative privileged user account. Select the appropriate 'Data Center' and click Fetch Details. The remaining fields will be automatically generated. Click Visit Link.
(Note: If token is already generated, then user can skip this step and continue with the next step.)
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Enter E-mail ID and Password of the Zoho user account and the Device Verification Code for validation purpose. Click Get Refresh Token.
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After successful completion of validation, a popup message will appear as ‘Refresh Token Generated!’.
Mapping Users with Xtend Call Center
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Every agent is mapped with unique Zoho User ID in Xtend Call Center.
Enabling and Disabling Zoho Integration
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User can enable/disable Zoho Integration using ON/OFF in the Xtend Call Center browser-based interface.
Enabling Zoho Integration
When user enables Zoho Integration, the colour of call button in the Zoho interface will turn to green i.e., click-to-dial functionality is enabled.
Disabling Zoho Integration
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When user disables Zoho Integration, the colour of call button in Zoho interface will turn to grey i.e., click-to-dial functionality is disabled.
Agent Login Process
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To carry out click-to-dial functionality, agent should login to Xtend Client popup and Zoho interface.
Click-to-dial Functionality
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While clicking call button, a mini CRM popup including customer information will appear and shows status as ‘Connecting...’.
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When call reaches to the Customer’s phone number and Xtend SIP Phone, the message ‘Connecting...’ will change to ‘Calling Customer…’ in the mini CRM.
After disconnecting the call, an agent can add comments and save the details for future reference.
This completes the CRM integration of Xtend Call Center with Zoho. Screenshots and content may vary based on the latest updations.
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