XCALLY phone widget for Zoho
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Overview
The XCALLY integration with Zoho allows agents to handle calls directly from Zoho using the XCALLY webRTC or phonebar.
Requirements
XCALLY must be available (minimum version 3.61.0) and activated from the Zoho CRM:
User needs to go to Setup --> Channels --> Telephony --> Search for XCALLY (https://marketplace.zoho.eu/app/crm/xcally-for-zoho#overview) → Install it
Verify that the XCALLY widget is successfully loaded in Zoho
The XCALLY widget must be installed and properly enabled by agents
XCALLY interface must be open in a separate browser tab during usage, with Agent’s login
How It Works
The Agent has to access the XCALLY phone widget in the Zoho interface, by clicking on the XCALLY icon located at the bottom of the screen.
The agent can login in the widget with:
username and password
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
When the agent logs in, it’s possible to view 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.