Support Help

Zoho PhoneBridge

The Zoho PhoneBridge feature allows you to connect PBX systems to your Zoho Support account. Using this feature, you can receive notifications about your incoming and outgoing calls on your computer.

You can view the following details about your customers, when they call, on your screen:

  • Name
  • E-mail ID
  • Phone number
  • Top four open tickets

Note:

  • The top four open tickets will either be based on contacts or on accounts depending on the customer. For example, assume that Michael is associated with the account of X company. When he calls, you will be able to view the top 4 open tickets. These will include tickets that are part of the account as well as the tickets that belong only to him. However, if Michael is not associated with an account, you will only see the tickets that belong to him.

Key Features

The key features of the Zoho PhoneBridge include the following:

  • Manage your incoming and outgoing calls
  • View the details of a contact or account when you make or receive a call
  • Associate calls with tickets
  • Update your call duration automatically
  • Click-to-dial
  • Generate reports to view the amount of time spent, by agents, on each call
  • Create multiple Zoho PhoneBridge groups to enable better customer support

Prerequisites

Before you start using the Zoho PhoneBridge feature, you must make the following settings:

  • Create a PhoneBridge group: You are required to create a PhoneBridge group and assign a Group Identity Member (GIM). A GIM is a user who is linked to a Zoho PhoneBridge group. This user is responsible for generating the authorization key that is required to configure the PBX adapter. A Zoho Support user can be a GIM only for a single PhoneBridge group. Each group must have a unique GIM.
  • Configure the extension numbers of agents who receive calls: You can configure these in the Zoho Support portal.
  • Generate the authorization key: This authorization key should be generated by the GIM and provided to the system administrator who is configuring the PBX adapter.
  • Download the PBX build: Download the PBX adapter, provided by Zoho Support. You are required to download this adapter and provide it to your system administrator.
    For more information, see Downloading PBX Adapters
  • Configure the portal name, authorization key and manager's credentials: The system administrator is required to configure the portal name, authorization key and replace the existing credentials and IP address with the credentials and IP address of the manager of the PBX system, while installing the PBX adapter.

To try out this feature before installing it, you can enable the Zoho PhoneBridge trial.

Enabling Zoho PhoneBridge for Agents

You need to activate the PhoneBridge license for agents who will be using PhoneBridge group in Zoho Support.

To enable PhoneBridge, follow the steps mentioned below:

  1. Go to  Setup > Others > Subscription Manager
  2. In the Subscription Manager page, click Edit
  3. Enable the checkbox against the agents in the PhoneBridge column
  4. Click Save

You can assign an extension to each user for whom the Zoho PhoneBridge feature is activated.

Creating a Zoho PhoneBridge Group

To use the Zoho PhoneBridge feature, you are required to create a Zoho PhoneBridge group. A Zoho PhoneBridge group is a collection of users who use a specific PBX telephony system. You can map users, who are using Zoho Support, and their extension numbers to a specific PBX system using this feature.

You can create any number of Zoho PhoneBridge groups with any number of users.

To create a Zoho PhoneBridge group, follow the steps given below:

  1. Click Setup
  2. In the Channels  section, click Telephony
  3. In the Telephony page, click Create PhoneBridge Group
  4. Select a Group Identity Member
  5. Select the type of PBX system that you are creating the PhoneBridge group for
  6. Enter the dial code for your PBX
  7. In the Users and Extensions section, do the following:
    • Select a username from the list of users who have a Zoho PhoneBridge subscription
    • Enter the user's extension number
    • Specify whether the extension number you have entered is the default extension number
    • Select the default dialcode, if required
  8. Click Save

Note:

  • Provide a proprietary dial code to make local or international calls using the Zoho Phonebridge service. These dialcodes will be based on the configuration made on the PBX that you are using. Enter the dial code in this format, ISD:100 or LOCAL:2000. Multiple patterns should be separated using commas. For example, ISD:100,LOCAL:0.

You will start receiving notifications on your Zoho Support UI when you make or receive calls on your assigned extension number.

Generating an Authorization Key

The system administrator requires an authorization key to install the PBX adapter. The GIM must generate an authorization key and provide it to the system administrator. You must generate a separate authorization key for every PBX adapter you install.

Note:

  • Only the GIM can generate an authorization key.

To generate an authorization key, follow the steps given below:

  1. Go to Setup > Channels > API
  2. In the API page, click Generate Now under Support Auth Key for Zoho PhoneBridge

Copy the Support Auth key and provide it to the system administrator who is responsible for installing and starting the PhoneBridge adapter.

Enabling the Zoho PhoneBridge Trial

You can enable the trial version of Zoho PhoneBridge before you install this feature.

To enable the trial version, follow the steps given below:

  1. Log in to Zoho Support as an administrator
  2. Click Setup
  3. In the Channels section, click Telephony
  4. In the Telephony page, click Enable Trial

Working with Zoho PhoneBridge

Using the Zoho PhoneBridge feature, you can receive notifications about incoming and outgoing calls.

Making Calls

You can make calls to all the customers whose contact information is stored in the support portal. When you make a call, you will see the following fields in the Make the call dialog box:

  • Extn. code: This is the extension number from which you will make the call. In case, the user who is making the call is part of more than one Zoho PhoneBridge group, a default extension number should be set while creating the Zoho PhoneBridge group. If a default extension number is not set, all the extension numbers, belonging to the user, will be displayed as a dropdown list. For more information, see Creating a Zoho PhoneBridge Group.
  • Dial code: This is the code that will be prefixed to the customer's phone number. If you have selected a default dial code, which will be used for all outgoing calls, while creating a Zoho PhoneBridge group, this will be displayed as the dial code. However, if a default dial code is not set, then all the available dial codes will be displayed as dropdown list. For more information, see Creating a Zoho PhoneBridge Group.
  • PBX type: This is the type of PBX from which you will make the call. For example, Elastix 1.6
  • Phone: This is the phone number of the customer who you are making the call to.

To make a call using the Zoho PhoneBridge feature, follow the steps given below:

  1. In the Contacts Detail view, click against the contact's phone number
  2. Verify the details and click Make a call

Note:

  • If a user belongs only to one Zoho PhoneBridge group and no dial code is chosen, the Make the call dialog box will not be displayed.

Receiving Calls

When you receive a call, the details of the caller will be displayed on your screen. You can see these details only if you are logged on to Zoho Support. The following details of the caller will be displayed on the screen:

  • Name
  • E-mail ID
  • Phone number
  • Four recent tickets

You can also complete the following tasks:

  • Look for tickets (contact-based and account based)
  • View all tickets
  • Create new tickets
  • Associate calls with corresponding tickets

For more information on installation of Zoho PhoneBridge click here.

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