Overview

Integrations connect your Cloud-PBX with the business tools you already use, enabling seamless data flow, automated workflows, and enhanced productivity across your organization.

Integration Categories:

• Collaboration: Microsoft 365, Google Workspace for unified communications
• CRM: Customer relationship management platforms for call logging and screen pops
• Helpdesk: Support ticket systems for better customer service
• AI: Artificial intelligence for transcription and text-to-speech

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Integration Categories

Collaboration Integrations

Connect your phone system with enterprise collaboration platforms for unified communications and enhanced productivity.

Key Features:

• Single Sign-On (SSO): Authenticate using existing corporate credentials
• Presence Sync: Share availability status across platforms
• Calendar Integration: Automatic DND based on calendar events
• Contact Sync: Access company directory from your phone system
• Click-to-Call: Initiate calls directly from email or collaboration apps

Common Use Cases:

• Unified communications across phone and collaboration platforms
• Simplified user management and authentication
• Automatic presence updates based on calendar/meetings
• Enterprise-wide contact directory synchronization

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CRM Integrations

Integrate with customer relationship management systems to automatically log calls, display customer information, and streamline sales workflows.

Key Features:

• Screen Pop: Display customer information when calls arrive
• Automatic Call Logging: Record all call details to customer records
• Click-to-Call: Initiate calls directly from CRM contact records
• Call Outcome Recording: Log call results and next actions
• Contact Sync: Two-way synchronization of contact information
• Activity Tracking: Monitor team call activity and performance
• Custom Field Mapping: Map phone system data to CRM fields

Common Use Cases:

• Sales teams tracking customer conversations
• Support agents accessing customer history during calls
• Automatic lead creation from inbound calls
• Call performance analytics tied to sales pipelines
• Automated follow-up task creation post-call

Integration Benefits:

• Improved Customer Context: Know who's calling before you answer
• Time Savings: Eliminate manual call logging and data entry
• Better Reporting: Combine phone metrics with CRM analytics
• Enhanced Collaboration: Share call notes across teams
• Increased Accountability: Complete call history in customer records

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Helpdesk Integrations

Connect your phone system with helpdesk and ticketing systems to provide better customer support and track service interactions.

Coming Soon: Direct integrations with Zendesk and Zoho Desk are currently in development. For now, use our REST API to build custom helpdesk integrations.

Key Features:

• Automatic Ticket Creation: Generate tickets from phone calls
• Screen Pop: Display customer tickets when they call
• Click-to-Call: Call customers directly from tickets
• Call Recording Links: Attach call recordings to tickets
• Agent Status Sync: Reflect helpdesk availability in phone system
• Ticket Notes: Add call summaries to ticket threads
• SLA Tracking: Monitor response times across channels

Common Use Cases:

• Support teams handling phone inquiries
• Escalating phone issues to tickets
• Following up on open tickets via phone
• Multi-channel customer support tracking
• Quality assurance and training via call recordings

Integration Benefits:

• Unified Support History: See all customer interactions in one place
• Faster Resolution: Access ticket context during calls
• Better Metrics: Track phone support alongside other channels
• Improved Accountability: Document all support interactions
• Quality Assurance: Review call recordings tied to tickets

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AI Integrations

Enhance your phone system with artificial intelligence capabilities for transcription, text-to-speech, and intelligent call handling.

Available AI Features:

• Text-to-Speech (TTS): Convert text to natural-sounding speech for IVR prompts and announcements
• Call Transcription: Automatically transcribe phone calls in real-time or post-call (contact support to enable)
• Voicemail Transcription: Convert voicemail messages to text for faster review and action

For detailed AI feature configuration, please contact support or check the admin portal under Settings → AI Features.

Key Features:

• Natural Voice Generation: Create professional IVR prompts without recording
• Real-Time Transcription: Convert speech to text during calls
• Multi-Language Support: Transcribe and generate speech in multiple languages
• Keyword Detection: Identify important terms in transcriptions
• Sentiment Analysis: Understand customer emotions from call content
• Searchable Archives: Find specific calls by content, not just metadata

Common Use Cases:

• Creating dynamic IVR announcements without studio recording
• Providing call transcripts for compliance and quality assurance
• Making voicemails searchable and actionable
• Accessibility features for hearing-impaired users
• Automatic meeting minutes from conference calls
• Keyword alerts for important customer mentions

Integration Benefits:

• Cost Savings: Eliminate professional voice recording costs
• Faster Updates: Change IVR prompts instantly without re-recording
• Improved Accessibility: Text alternatives for audio content
• Better Compliance: Searchable call records for regulatory requirements
• Enhanced Analytics: Extract insights from call content, not just metrics
• Time Savings: Review voicemail via text instead of listening

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Integration Architecture

Authentication Methods

Most integrations use one of these authentication patterns:

OAuth 2.0: Secure authorization without sharing passwords

• Used by: Microsoft 365, Google, Salesforce, HubSpot, Zendesk
• Benefits: Secure, user-specific permissions, easy revocation
• Setup: Authorize Cloud-PBX to access your account

API Keys: Service-specific credentials for authentication

• Used by: Bitrix24, Odoo, Zoho, Dynamics 365
• Benefits: Simple setup, programmatic access
• Setup: Generate API key in service, paste into Cloud-PBX

Webhooks: Real-time event notifications between systems

• Used by: All CRM and Helpdesk integrations
• Benefits: Instant updates, efficient data flow
• Setup: Configure webhook URLs in both systems

Data Synchronization

Sync Patterns:

• Real-Time Sync: Immediate updates via webhooks (calls, presence)
• Periodic Sync: Scheduled updates every few minutes (contacts)
• On-Demand Sync: Manual refresh when needed (settings)

Sync Direction:

• One-Way (Cloud-PBX → Service): Call logs, recordings, CDR
• One-Way (Service → Cloud-PBX): Contacts, settings, authentication
• Two-Way: Presence status, user availability

Integration Security

Security Features:

• Encrypted Connections: All integrations use HTTPS/TLS
• Token Expiration: OAuth tokens automatically refresh
• Scope Limitations: Request only necessary permissions
• Audit Logging: Track all integration activities
• User Consent: Explicit authorization required
• Revocation: Instantly disconnect integrations when needed

Best Practices:

• Review integration permissions before authorizing
• Use service accounts for organization-wide integrations
• Regularly audit connected integrations
• Rotate API keys periodically for security
• Monitor integration logs for unusual activity
• Disconnect unused integrations immediately

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Integration Setup Workflow

General Setup Process

Most integrations follow this pattern:

1. Prerequisites Check

   • Verify you have admin access to both systems
   • Confirm your plan includes integration features
   • Ensure service account exists (for org-wide integrations)

2. Authentication

   • Navigate to Integrations section in Cloud-PBX
   • Select the service to integrate
   • Complete OAuth authorization or enter API credentials
   • Grant requested permissions

3. Configuration

   • Map user accounts between systems
   • Configure sync settings and preferences
   • Set up field mappings (CRM/Helpdesk)
   • Enable specific features (screen pop, click-to-call)

4. Testing

   • Make a test call to verify logging
   • Test screen pop with known contact
   • Verify presence synchronization
   • Check call recordings appear in service

5. Rollout

   • Enable integration for specific users or departments
   • Train users on integration features
   • Monitor logs for issues
   • Gradually expand to entire organization

Troubleshooting Integrations

Common Issues:

Authentication Failures:

• Token expired: Re-authorize the integration
• Permission denied: Grant additional scopes in service
• Invalid credentials: Regenerate and update API keys

Data Not Syncing:

• Check webhook URLs are accessible
• Verify user mappings are correct
• Review sync logs for errors
• Confirm service API is operational

Screen Pop Not Working:

• Verify contact exists in connected service
• Check phone number format matches (E.164 vs. local)
• Ensure browser popup blockers are disabled
• Confirm user has permissions to view records

Call Logging Issues:

• Check user is mapped in integration settings
• Verify webhooks are receiving call events
• Review field mapping configuration
• Confirm API rate limits not exceeded

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Integration Comparison

Feature Availability by Category

Feature	Collaboration	CRM	Helpdesk	AI
Single Sign-On (SSO)	✅	❌	❌	❌
Call Logging	❌	✅	✅	❌
Screen Pop	❌	✅	✅	❌
Click-to-Call	✅	✅	✅	❌
Contact Sync	✅	✅	❌	❌
Presence Sync	✅	❌	✅	❌
Call Recording Access	❌	✅	✅	✅
Transcription	❌	❌	❌	✅
Text-to-Speech	❌	❌	❌	✅
Automatic Ticket Creation	❌	❌	✅	❌
Calendar Integration	✅	✅	❌	❌

CRM Platform Comparison

Feature	Bitrix24	HubSpot	Odoo	Salesforce	Zoho	Dynamics 365
Screen Pop	✅	✅	✅	✅	✅	✅
Call Logging	✅	✅	✅	✅	✅	✅
Click-to-Call	✅	✅	✅	✅	✅	✅
Contact Sync	✅	✅	✅	✅	✅	✅
Two-Way Sync	✅	✅	✅	✅	✅	✅
Custom Fields	✅	✅	✅	✅	✅	✅
Call Recording Storage	✅	✅	✅	✅	✅	✅
Activity Timeline	✅	✅	✅	✅	✅	✅
Authentication	API Key	OAuth	API Key	OAuth	API Key	OAuth
Pricing Tier	All Plans	Professional+	All Plans	All Plans	Standard+	All Plans

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Best Practices

Planning Your Integrations

Assessment Questions:

• What business processes involve phone calls?
• Which systems do users switch between during calls?
• What manual data entry can be eliminated?
• Where do you need unified reporting?
• Which compliance requirements affect call data?

Integration Priority:

1. High Priority: Systems used during every call (CRM for sales teams)
2. Medium Priority: Systems used for specific call types (Helpdesk for support)
3. Low Priority: Systems used occasionally (AI for special use cases)

User Adoption Strategies

Training Tips:

• Demonstrate specific benefits for each user role
• Show side-by-side comparison (with vs. without integration)
• Provide quick reference guides for common tasks
• Create video tutorials for visual learners
• Offer hands-on practice sessions

Change Management:

• Start with power users who embrace new technology
• Collect feedback and success stories
• Address concerns about learning curves
• Highlight time savings and productivity gains
• Gradually expand to resistant users with proven benefits

Performance Optimization

Keep Integrations Fast:

• Sync only necessary data fields
• Use selective sync for large contact databases
• Schedule heavy sync operations during off-hours
• Cache frequently accessed data locally
• Monitor API usage to avoid rate limits

Monitoring Integration Health:

• Review sync logs weekly for errors
• Track API response times and success rates
• Monitor authentication token expiration
• Check webhook delivery success
• Set up alerts for integration failures

Security and Compliance

Data Protection:

• Understand what data each integration accesses
• Review data retention policies in connected services
• Ensure GDPR/CCPA compliance across integrations
• Implement data minimization (sync only needed fields)
• Regular security audits of connected services

Access Control:

• Use role-based permissions for integration setup
• Limit API key distribution to authorized admins
• Implement separate credentials for each integration
• Regular access reviews and permission audits
• Immediate revocation when employees leave

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Troubleshooting

Authentication Issues

Problem: "Authentication Failed" or "Token Expired"

Solutions:

• Re-authorize the integration using the Connect button
• Check that you have sufficient permissions in the service
• Verify service account credentials haven't changed
• Confirm API keys haven't been regenerated
• Check service status page for outages

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Sync Issues

Problem: Data not syncing between systems

Diagnostic Steps:

1. Check integration status indicator (should be green)
2. Review sync logs in Integration Settings
3. Verify webhooks are being received (check event logs)
4. Test API connectivity using the Test Connection button
5. Confirm user mappings are correct

Common Causes:

• Webhook URL blocked by firewall
• API rate limits exceeded
• User not mapped between systems
• Required fields missing in target system
• Data format mismatch (phone numbers, dates)

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Screen Pop Issues

Problem: Screen pop not appearing for incoming calls

Checklist:

• ✅ Browser pop-up blocker disabled for Cloud-PBX
• ✅ Contact exists in connected service
• ✅ Phone number format matches (try with/without country code)
• ✅ User has permission to view records in service
• ✅ Screen pop enabled in integration settings
• ✅ Browser tab is in focus (some browsers require active tab)

Phone Number Matching:

Incoming Call: +1-555-123-4567
Should match:
  - +15551234567 (E.164)
  - (555) 123-4567
  - 555-123-4567
  - 5551234567

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Performance Issues

Problem: Integration causing slow performance

Optimization Steps:

• Reduce sync frequency for large datasets
• Enable selective sync for specific user groups only
• Sync fewer fields (disable unused custom fields)
• Schedule heavy operations during off-peak hours
• Check service API response times (may be slow)
• Review browser console for JavaScript errors

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Getting Help

Resources:

• Integration-specific setup guides (linked in each section)
• Video tutorials in Help Center
• Community forum for tips and tricks
• Direct support for Enterprise customers

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Next Steps