XCALLY phone widget for Zoho
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Overview
FROM VERSION 3.61.0
The XCALLY phone widget for Zoho allows WebRTC and Phonebar agents to handle calls directly from the Zoho CRM platform.
The widget is available through the Zoho marketplace → https://marketplace.zoho.eu/app/crm/xcally-for-zoho#overview.
Requirements
XCALLY (minimum version 3.61.0) configured with WebRTC or Phonebar agents
Zoho CRM account
To use the Zoho widget, the agent must be logged in to XCALLY at the same time
Network:
Whitelisting IP 13.38.19.106 on port 443 is required for communication between the widget and the integration server (zoho-phonebridge.xcally.com)
For Zoho CRM record updates: If your firewall restricts outbound traffic from the client's browser to Zoho, you may also need to ensure Zoho's standard IP ranges are reachable
Installation and setup
The XCALLY widget can be installed directly from the Zoho platform. To do this, sign in to your Zoho CRM account, and then:
From the toolbar at the top select Setup.
in the Channels card click Telephony.
In the Telephony marketplace, search for XCALLY and click the XCALLY card to open it. Then click Install. You can choose to install the widget for all users, or only for specific ones.
Once the widget is installed, an XCALLY icon will appear at the bottom of the Zoho screen. And agents can click it to open the phone widget.
How does it work?
The agent signs in to Zoho and can then open the XCALLY widget by clicking the XCALLY icon located at the bottom of the screen.
Connect to XCALLY
To connect to XCALLY from the widget, the agent must enter:
XCALLY username and password
XCALLY agent type:
if webRTC → available actions for agent: dial, answer, end, hold and unhold during the call
if Phonebar → available actions for agent: dial, answer, end the call
XCALLY server URL
And click on Login
Important: To be able to establish the connection to XCALLY, when signing in to the widget the agent must also be logged in to XCALLY (WebRTC in separate browser tab, or Phonebar app)
Once the agent has logged in, the widget shows their XCALLY status: Online or Offline. The status reflects the agent’s availability to handle calls within the XCALLY system.
Outbound calls
When an agent initiates a call (dial):
If the call is not ringing (e.g. for an invalid phone number), a popup notification may appear to indicate the issue.
If the call is successfully placed, the call interface is displayed on the widget, also with the opportunity to hangup (or hold in case of webRTC)
If the agent wants to start an outbound call, he can:
start a dial with click to call option, by clicking on green handset
use the dialpad located at the bottom of the XCALLY widget to manually enter a phone number.
Inbound calls
When an agent receives an inbound interaction:
the call rings on XCALLY and
you can see a notification on Zoho and it’s possible to answer directly from the widget
If you have the widget closed, you will receive a popup like that, to manage the conversation:
Calls section
On calls section it’s possible to view all the managed interactions, because the integration sends events to Zoho, which can track the activities.
Moreover the integration sends also the recording url (so in case of voice recording, it’s possible to listen the call).
Connection note
The connection depends on the active browser session. If the agent closes the browser tab where XCALLY is running:
The system checks the SIP connection status.
If the SIP is no longer online, the agent will be shown as Offline.
The system only sends status updates related to the agent’s connection. When the agent reconnects (e.g., reopens the tab and logs in again), the status will automatically update to Connected.