Zoho Addin Guide



This Addin Guide contains proprietary information and shall not be used, disclosed, reproduced or shared, in whole or in part, without the prior written consent of the application developer.Should you need to do this or require further clarification, please contact the CRM Connect support desk quoting your serial number.




This page will guide you through configuration and basic use of the CRM Connect Zoho CRM Add-in.It is expected that you are already familiar with the Address Book, Call History and Preview window, and the basic concepts of integration and screen popping using the Add-ins.See the 'User Guide' for these topics.


Zoho CRM and the database used to store your contact data should already be installed and working normally before proceeding with this integration.


CRM Connect must also be installed already with the initial configuration completed.If this is not the case, please see the 'Technical Installation Guide' or consult your system administrator.


Information You'll Need


  • Windows account username and password
  • Zoho Auth token, User/Email and password


Configuration

Add new integration

Right-click the CRM Connect tray icon in the system tray menu and then left-click the 'Configuration' option from the menu that pops up, this will open the 'configuration' screen.In the 'Integration' area, click the 'Add new' button, select 'Zoho CRM' from the 'Type' dropdown box and then click the 'Set' button.


Zoho CRM integration configuration screen

On the Configuration group, enter your Zoho CRM account username or registered email address and your password.


Zoho CRM integration configuration screen

Once your details are in place, click the 'Regenerate' button to automatically generate and enter your Zoho authentication token.The token that is generated is what authenticates you, not the username/email and password.They are used purely to generate the authentication token so changing them after generating the token has no effect.To change accounts, you must create a new Zoho CRM integration by clicking the “(Add new)” button and delete the unwanted Zoho CRM integration.

If the Zoho user has Two-Factor Authentication enabled, they need to create an Application Specific Password as detailed below, and enter that instead of their actual password into the Zoho addin configuration.Don't forget to remove any spaces that may appear in the Application Specific Password:

  1. Log in to Zoho CRM
  2. Open https://accounts.zoho.com
  3. In the Zoho Accounts Home page, click Two Factor Authentication
  4. In the Two Factor Authentication page, click on the Manage Application Specific Passwords
  5. In the Application Specific Passwords pop-up, specify these details:
    • Device or App Name
    • Current Password
  6. Click Generate

Note:This method of authentication replaces the 'API Key' method which has been deprecated by Zoho as of 30/6/2012.Users with Zoho CRM integrations using the 'API Key' will need to update the client software, then create a new Zoho CRM integration and delete the old, outdated integration.


Zoho CRM integration configuration screen

Cache allows for data to only be updated (with only 4 searches/credits used to create the cache file) every 'X' number of minutes.Tick the check box to enable this option and set the duration in minutes between caches in the 'Frequency' text box.Any new contacts added between caches will not be seen by CRM Connect until the next scheduled cache.


Advisory

Zoho CRM API Usage Limits

The Zoho API has limits, as detailed here:https://www.zoho.com/crm/help/api/api-limits.htmlTherefore, on high usage sites it is recommended that the Zoho addin is configured to use 'Caching'.

Live search limitations

Another reason to use cached mode instead of live mode is because the Zoho API method only allows one field to be queried in each search.This means the following limitations apply:

  • When searching for a telephone number in Leads and Contacts, only the phone field is searched.
  • When searching for a name in Leads, only the Lead's last name field is searched.
  • When searching for an address in Accounts, only the Billing City is searched.When searching in Contacts, only the Mailing City is searched.

In the 'Modules' section, select the Zoho CRM account contact types you want to be used by ticking the corresponding boxes.

Click the 'Save' button to store the information you've entered and apply the configuration.

Testing

Integration test results

To test if the configuration worked, enter a phone number from your Zoho CRM account into the 'Telephone' box in the 'Integration test' area and click the 'Search' button.The results will be displayed after a few seconds.

The test area results should look similar to the results showing in the image here.If the test does not work, go to the 'Log' page of configuration and turn on logging, then do the test again and see if there are any errors in the log.


Functionality

Incoming call in the Preview window

When a call comes in, the CRM Connect 'Preview Window' will pop up and display the phone number that is calling.If the caller is recognized as one of your contacts from Zoho CRM, their details will also be displayed and you can 'pop' their Zoho CRM contact record by clicking the 'Zoho CRM' button in the window.


Incoming call in the Phone window

You can also pop recognized callers' Zoho CRM contact records by clicking the 'Zoho' button on the 'Phone Window'.


Deflecting a call

Calls can be deflected to another extension before answering them by clicking the 'Deflect' button, entering the extension number into the 'Number' box and then clicking the 'Deflect' button next to it or pressing 'Enter'.


Answer button

To answer a call on either the 'Preview' or 'Phone' window, you just need to click the 'Answer' button.


Consulting a co-worker

To speak to a colleague during an active call, click the 'Consult' button, enter the extension number into the 'Number' box and then click the 'Consult' button next to it or press 'Enter'.The active call is automatically held.To end the call to your colleague and resume the held call, click 'Cancel'.


Transfering a call

To transfer a call to another extension, click the 'Transfer' button, enter the extension number into the 'Number' box and then click the 'Transfer' button next to it or press 'Enter'.