Selecting a record based on an incoming phone call.

Does anyone have details of a phone system that allows the user to 'select' a Company, Person or Opportunity based on the incoming phone number that will move Sage CRM to the selected record within the users open CRM session.

Many thanks for any possible solutions!!

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  • We developed our own integration with 3CX and Horizon (We are a Gamma and 3CX partner) and have customers successfully running Mitel systems with Xarios.
    You are right , QGates offering was extortionate 

  • have you 'productised' the integration?  If it is something that other partners can use we can put it either here: https://community.sagecrm.com/add_on_store/default.aspx or get it listed on the Marketplace

  • Hi Sean, All they want is when an incoming call rings, they have a lookup on screen that is automatically populated based on the phone number (checks for company, person and a number stored against an opportunity) and when 'clicked' moves them to the record n CRM so they can enter a communication whilst talking!! 
    Dial out, would just use the 'tel' hyperlink as they are already on the correct record in CRM...
    Not complex but something more sites are looking for!!

    Thanks

  • Hi , thats exactly what we did with 3CX, Incoming call shows any matching numbers (against a Company/Person/Lead) with the ability to display the CRM record before you answer and then when navigating to the CRM record, we embedded a quick communication block within the summary to record 'phone in' as you are on the call.

    We all used it internally up until 6 months ago before we had to move away from Sage CRM.

    We also hooked Sage CRM into the 3CX CDR Sockets. So even if a member of staff didn't log the actual call details, we stored a record of all Inbound/Outbound, DDI, Duration, Answered, Missed calls made to and from matched customers in Sage CRM. This was useful to get an idea of call frequency to our support department. We had some dashboards showing average durations and volumes.

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  • Hi , thats exactly what we did with 3CX, Incoming call shows any matching numbers (against a Company/Person/Lead) with the ability to display the CRM record before you answer and then when navigating to the CRM record, we embedded a quick communication block within the summary to record 'phone in' as you are on the call.

    We all used it internally up until 6 months ago before we had to move away from Sage CRM.

    We also hooked Sage CRM into the 3CX CDR Sockets. So even if a member of staff didn't log the actual call details, we stored a record of all Inbound/Outbound, DDI, Duration, Answered, Missed calls made to and from matched customers in Sage CRM. This was useful to get an idea of call frequency to our support department. We had some dashboards showing average durations and volumes.

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