OneCloud Integrations | How to Setup the Zoho CRM Integrator in UCaaS Portal

🔐 Administrator Access Required

To set up this integration, you will need administrator access to your Zoho CRM account.

⚠️ User Identity Matching

Email Address Identification: The OneCloud Portal uses email addresses to identify users in Zoho CRM.

No Email Present? If a UCaaS Agent/User doesn't have an email address, the Zoho CRM administrator can add the user's extension number in Zoho CRM to enable identification.

Step 1. Login to the OneCloud Portal

Step 2. Go to the Integrator Tab and Select on the "Enable" Button on Zoho CRM (This will Launch a New Window)

Step 3. Login to Zoho CRM
Login to Zoho Desk

Step 4. Accept the Connection

Step 5. Integration Successfully Linked

Screen Prompt:

Icon Prompt:

Integrator Enabled Successfully:

Step 6. Adding Users to the Integrator

a. Hit the "Pencil" Icon next to the CRM Integrator

b. Enable Users for Calls, SMS, and Meetings Data

c. Accessing Tokens via Advanced Section

Please Note: Any changes to the tokens can alter the data being pushed to the Zoho CRM platform.

Default Tokens:

Contact: [[phone_number]]

Employee: [[employee]]

Call Direction: [[call_direction]]

Call Time: [[call_start]]

Call Event: [[call_event]]

Recording: [[recording_url]] [[transcription]]

Step 7. Confirming the User's information in Zoho CRM

⚠️ User Identity Matching

Email Address Identification: The UCaaS Portal uses email addresses to identify users in Zoho CRM.

No Email Present? If a UCaaS Agent/User doesn't have an email address, the Zoho CRM administrator can add the user's extension number in Zoho CRM.

Follow the below steps to adding, adjusting or deleting Emails or Extension Numbers in Zoho CRM.

a. Go to Zoho CRM (Please Note: You will be required to have Administrative Permissions to complete the following steps)

b. Go to User Settings

1. Select Settings via the "Gear" Icon

2. Select Users under General Settings Column

c. Search the User's to confirm email or extension number is under the User

1. Select the "Users" Tab

2. Search the User using the Zoho CRM Search Function

3. Hit the Pencil Icon to after Selecting on the user (Pencil located next to the Users Name)

d. Adding Extension and/or Email Address under the User

- To add or adjust an email address, select the "Pencil" Icon to the right of the Email Field Box

- If no Email, Add the Extension Number to the Phone Field

This allows for the integrator to link the identity of the UCaaS user to the CRM User.

Step 8: Setup Complete: Once completed you can complete a test call, meeting or SMS, if successful, the data will populate within its designated tab in Zoho CRM

Example of a Call's Data being Logged under the Calls Tab:

Step 9: Accessing Call Recordings

Please Note: For security compliance OneCloud provides a link to the recording in the Notes/Description Section of the Call Recording.

Additionally, for a call recording to be attached the UCaaS user who initiated or received the call must have Call Recording enabled on the User Level.

UCaaS User Recording Setting:

How to Access the Recording Links within Zoho CRM:

1. Select Recorded Calls View

2. Select Desired Call Record

3. Select call recording link within Notes/Description Section (This will Pop a new Tab)

4. Enter your email address for authentication (Authenticate by either Login with OneCloud or Enter email address and send code)

5. select Send Code

4. Authenticate via Login with OneCloud (Continue to last step if authenticating through login with OneCloud)

6. Enter Code received on email

Once authenticated, you will have access to listen to the call recording

If you have any questions or issues, please feel free to reach out to OneCloud Support.