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V3 vTiger Integration

V3 vTiger Integration

How it works

The vTiger integration feature can be used to automatically open a Ticket (in the Support module of vTiger) for every call according the conditions set in the trigger (Queue, Call status or Outbound).

The vTiger ticket will be populated with information about the call and displayed1 for the agent in the  vTiger environment.

Any interaction occurred through this integration can be searched by the Agent from the list by:

  • contact's phone / mobile / homephone/ otherphone / assistantphone 

  • user's email1

The following are what you have to do to make the integration work:

  1. Create a vTiger account2

  2. Create a configuration for the account

  3. Create a trigger (Tools → Triggers), set the conditions you want to trigger the integration and add integrations action by selecting vTiger integration, the vTiger account you have configured and the configuration you want to use. 

  4. Login agent in vTiger and Motion

Every time there is an outgoing/incoming call, the trigger conditions are checked and a Ticket is created and assigned to the agent managing the call, if the conditions are met3.

 

1only if the agent is already logged in vTiger.

2the account should have privilege level of CEO

3when an agent manages a call, the agent will first be searched in vTiger User accounts by his/her email address and then assigned to the task only if the agent account is found. Otherwise, the call will be assigned to the vTiger administrator account used in Motion-vTiger integration.

 

If all the configurations are properly set, the new vTiger ticket will be created and automatically opened in a new browser tab as shown below:

Configuration Hints

Download the vTiger correct version https://www.vtiger.com/open-source-crm/download-open-source/

 

In order to create and assign tasks to agents properly, you have to make sure:

  • Agent's Primary email in the vTiger profile is exactly the same as Agent's email address in Motion, like in the images below:

 

  • the Agent is logged in:  XCALLY Motion Phonebar, XCALLY Motion web interface and vTiger web interface

  • the Agent has ENABLED the browser pop-ups, when he/she receives the first call

How to find your vTiger access key?

In order to make the integration with XCALLY, its necessary to know the access key for your vTiger account. In order to find it out:

  • Go to vTiger settings

  • Under User management → Users section




  • Find your vTiger user in the list at click on the name to open your profile:



  • At the bottom on the page you will find your access key:

The XCALLY vTiger Accounts Section

The vTiger Accounts Section can be found under the Integrations Menu:

Create a vTiger Account

To create a new vTiger Account click on 

 at the bottom right of the screen

Enter the following details and click on ADD NEW VTIGER ACCOUNT

  • Name: Name for your integration

  • Description: The description for your vTiger integration

  • vTiger User Name: same as the vTiger Administrator user account

  • vTiger Access Key: The access key for your vTiger Administrator account

  • Host: The URL for your vTiger CRM application (written in <protocol>://<ipaddress>[:<port>] form)

  • Motion or Proxy IP Address: It is required to use the Recording URL in the sugarCRM call Configuration (as <protocol>://<ipaddress>[:<port>] form) Example: https://X.Y.Z.W

After the Account is created, you can view it in the list of accounts, edit the account parameters and remove the account. You can verify if the account credentials are correct by clicking on Test vTiger Account.