Overview

CRM Integrations connect your Cloud-PBX with customer relationship management systems, providing instant access to customer information, automatic call logging, and seamless workflow integration for sales and support teams.

Supported CRM Platforms:

• Bitrix24 (Russian CRM and collaboration platform)
• HubSpot (Marketing, sales, and service platform)
• Odoo (Open-source ERP and CRM)
• Salesforce (Enterprise CRM leader)
• Zoho CRM (Comprehensive CRM suite)
• Microsoft Dynamics 365 (Enterprise ERP/CRM)

Key Benefits:

• Screen pop with customer info on incoming calls
• Automatic call logging to contact records
• Click-to-call from CRM contact records
• Real-time call activity tracking
• Unified customer communication history

CRM Integration Features

Screen Pop

What It Is: When a call arrives, automatically display the caller's CRM record with full context.

Information Displayed:

• Contact name, company, and title
• Recent activity timeline (emails, meetings, calls)
• Open opportunities and deals
• Support tickets or cases
• Custom fields and tags
• Account owner and team
• Notes from previous interactions

User Experience:

1. Call arrives: +1-555-123-4567
2. Cloud-PBX searches CRM for matching number
3. Customer record found: "John Smith - Acme Corp"
4. Browser window/tab pops with full CRM record
5. Agent sees customer context before answering
6. Click "Answer" with full context

Configuration Options:

• Match by: Phone number, email, contact ID
• Search scope: Contacts, leads, accounts, cases
• Pop behavior: New window, new tab, or embedded iframe
• Fallback: Create new lead if no match found
• Priority: Which record to show if multiple matches

Automatic Call Logging

What Gets Logged:

• Call direction (inbound, outbound, missed)
• Date and time (with duration)
• Caller/recipient name and number
• Call outcome (connected, voicemail, busy, no answer)
• Recording link (if enabled)
• Notes added during/after call
• Agent/user who handled the call

Logging Options:

Call Activity Timeline: CRM shows complete communication history:

• ☎️ Call: Inbound from +1-555-123-4567 (5m 23s)
• ✉️ Email: Sent pricing proposal
• 📅 Meeting: Product demo scheduled
• ☎️ Call: Outbound to mobile (2m 15s)
• 📝 Note: Customer interested in Enterprise plan

Click-to-Call

Initiate Calls from CRM:

• Click phone numbers anywhere in CRM
• Call button on contact/lead records
• Quick-call from list views
• Dial from opportunity/deal pages
• Call from support tickets/cases

Dialing Options:

• Instant Dial: Click number → call starts immediately
• Preview Dial: Click → review → confirm → call
• Queue Dial: Power dialing through lead lists
• Conference: Add CRM contact to active call

Integration Points:

1. Open contact: "Jane Doe - Beta Industries"
2. Click phone icon next to mobile number
3. Call initiates through Cloud-PBX
4. During call: Add notes, schedule follow-up
5. End call: Automatically logged to timeline

Contact Synchronization

Two-Way Contact Sync:

CRM → Cloud-PBX:

• Import contacts, leads, accounts
• Phone numbers for caller ID
• Names and company info
• Profile photos
• Custom tags/categories

Cloud-PBX → CRM:

• Create new leads from unknown callers
• Update phone numbers if changed
• Add call activity to timeline
• Update last contacted date

Sync Configuration:

Settings → Integrations → CRM → [Platform] → Sync

Sync Direction: Two-Way
Sync Frequency: Real-time (webhooks) + Hourly backup
Contact Types: Contacts, Leads, Accounts
Phone Fields: Mobile, Work, Home, Other
Create New: Yes (unknown callers become leads)
Update Existing: Yes (phone number changes)
Conflict Resolution: CRM wins

Selective Sync:

• Sync only specific record types (Contacts but not Leads)
• Filter by: Owner, Status, Tags, Date Range
• Exclude: Inactive contacts, archived accounts

Custom Field Mapping

Map Cloud-PBX Call Data to CRM Fields:

Standard Mappings:

Cloud-PBX Field        → CRM Field
───────────────────────────────────────
Call Duration          → Duration (minutes)
Call Recording URL     → Recording Link
Call Outcome           → Call Result
Agent Name             → Assigned To
Call Direction         → Type (Inbound/Outbound)
Phone Number           → Phone
Call Notes             → Description

Custom Field Examples:

Configuration:

Settings → Integrations → CRM → Field Mapping

Map Call Activity Fields:
  Duration → [Select CRM Field]
  Outcome → [Select CRM Field]
  Recording → [Select CRM Field]
  Notes → [Select CRM Field]

Custom Mappings:
  + Add Custom Mapping

Call Outcome Recording

Post-Call Disposition: After each call, agent selects outcome:

Standard Outcomes:

• ✅ Connected - Successful conversation
• ❌ No Answer - Reached voicemail
• 🔄 Busy - Line busy, try again
• ❓ Wrong Number - Invalid contact info
• 📝 Left Voicemail - Message left
• 📅 Callback Scheduled - Follow-up set
• ❌ Do Not Call - Customer opted out

Custom Outcomes: Configure CRM-specific outcomes:

• "Demo Scheduled"
• "Quote Sent"
• "Not Interested"
• "Needs Manager Approval"
• "Contract Signed"

Automatic Actions: Trigger CRM workflows based on outcomes:

Available CRM Integrations

CRM Platform Comparison

Feature Comparison

Authentication Methods

OAuth 2.0 (HubSpot, Salesforce, Dynamics 365):

• ✅ Secure authorization without passwords
• ✅ User-specific permissions
• ✅ Easy revocation
• ✅ Automatic token refresh
• ⚠️ More complex setup

API Keys (Bitrix24, Odoo, Zoho):

• ✅ Simple configuration
• ✅ Programmatic access
• ✅ Quick setup
• ⚠️ Must be kept secure
• ⚠️ Manual regeneration

General Setup Process

Most CRM integrations follow this workflow:

Use Cases and Benefits

Sales Teams

Lead Management:

• Instant context when leads call
• Track all call attempts in CRM
• Power dial through lead lists
• Auto-create leads from unknown callers
• Measure call-to-close rates

Opportunity Management:

• Call history tied to deals/opportunities
• Track sales cycle touchpoints
• Conference calls with multiple stakeholders
• Call recordings for training and QA
• Pipeline velocity tracking

Performance Metrics:

• Call volume by sales rep
• Average call duration
• Connect rates and conversion
• Revenue per call
• Call outcomes and disposition

Support Teams

Customer Service:

• Screen pop with customer history and open tickets
• Log support calls to case records
• Access knowledge base during calls
• Escalate calls with full context
• Track first-call resolution rates

Issue Resolution:

• Call recordings attached to tickets
• Timeline of all customer touchpoints
• Conference with specialists
• Follow-up task automation
• SLA tracking across channels

Quality Assurance:

• Review call recordings tied to cases
• Monitor call handling time
• Evaluate agent performance
• Identify training needs
• Customer satisfaction correlation

Account Management**:

• Complete account communication history
• Relationship mapping (contacts, calls, emails)
• Renewal and upsell tracking
• Executive relationship management
• Account health scoring

Customer Success:

• Proactive outreach based on usage
• Onboarding call tracking
• Quarterly business review scheduling
• Churn risk identification
• Expansion opportunity identification

Advanced Features

Workflow Automation

Trigger Actions Based on Call Events:

Example Workflows:

1. Missed Call → Create Task:

   Trigger: Missed call from customer
   Action: Create follow-up task assigned to account owner
   Due: Tomorrow 9 AM
   Priority: High if VIP customer

2. Long Call → Send Survey:

   Trigger: Call duration > 10 minutes
   Action: Send CSAT survey email
   Delay: 1 hour after call
   Track: Response in CRM

3. Call Outcome: Quote Sent → Auto Follow-Up:

   Trigger: Agent selects "Quote Sent" outcome
   Actions:
     - Create follow-up task (+3 days)
     - Move opportunity to "Proposal" stage
     - Send email with quote attached
     - Notify sales manager if >$50k

4. Unknown Caller → Create Lead:

   Trigger: Inbound call from unknown number
   Action: Create new lead record
   Fields: Phone, call duration, recording link
   Assign: Round-robin to sales team

Call Analytics

CRM Reports with Call Data:

Sales Performance:

• Calls made/received per rep
• Talk time vs. admin time
• Connect rate and conversion rate
• Average deal size by call volume
• Revenue per call

Customer Engagement:

• Call frequency by account
• Response time to inbound calls
• Customer sentiment (from recordings/notes)
• Multi-touch attribution
• Channel effectiveness (calls vs. email vs. meetings)

Operational Metrics:

• Peak call times
• Average handle time
• First call resolution rate
• Callback rates
• Support ticket call volume

Custom Dashboards: Create CRM dashboards combining:

• Call activity widgets
• Pipeline progression tied to calls
• Team leaderboards
• Real-time call status
• Goal tracking (daily call targets)

Power Dialer Integration

Automated Calling for Sales:

Features:

• Auto-dial through CRM lead/contact lists
• Skip bad numbers automatically
• Preview mode: Review before dialing
• Progressive mode: Dial next automatically
• Auto-log all call attempts
• Record outcomes with one click

Power Dialer Modes:

Configuration:

Settings → Integrations → CRM → Power Dialer

Mode: Progressive
List: "New Leads Q4"
Filter: Status = "New", Owner = Current User
Skip: Invalid, DNC, Mobile (if not allowed)
Auto-log: Yes
Call Order: Priority (High → Low), then Date (Oldest first)
Break Automation: On 3 consecutive no-answers

Security and Compliance

Data Security

Secure Communication:

• All API calls encrypted (HTTPS/TLS)
• Webhook endpoints validated
• API keys encrypted at rest
• OAuth tokens auto-refresh
• Audit logging of all integration events

Access Control:

• Role-based permissions
• User-specific CRM access honored
• Recording access follows CRM permissions
• Admin-only integration configuration

Compliance Features

Call Recording Consent:

• Beep tones where required
• Recorded call announcements
• Two-party consent handling
• Recording transcripts for compliance

Data Retention:

• Call logs retained per CRM settings
• Recordings auto-deleted per policy
• GDPR right-to-erasure support
• Audit trail for all data access

Regulatory Compliance:

• GDPR: Data processing agreements, consent management
• CCPA: Data subject access and deletion
• HIPAA: BAA available, PHI handling (Enterprise)
• PCI-DSS: Pause recording during payment collection
• TCPA: Do Not Call list integration

Troubleshooting

Screen Pop Not Appearing

Common Issues:

Phone Number Matching: Ensure formats match between systems:

CRM: +1-555-123-4567
Call: 5551234567

Enable "Normalize Phone Numbers":
  - Strip country codes
  - Remove formatting (-, spaces, parentheses)
  - Match last 10 digits only

Call Logging Issues

Problem: Calls not logging to CRM

Diagnostic Steps:

1. Check integration status (green = connected)
2. Review webhook delivery logs
3. Verify user mapping correct
4. Check CRM API rate limits not exceeded
5. Test with manual sync

Common Fixes:

• Re-authorize OAuth integration
• Regenerate API key
• Verify webhook URLs accessible (not blocked by firewall)
• Check required CRM fields not missing
• Increase API rate limits (contact CRM support)

Sync Performance Issues

Problem: Slow contact sync or integration lag

Optimization:

• Reduce sync frequency (e.g., hourly instead of real-time)
• Enable selective sync (specific record types only)
• Sync fewer fields (disable unused custom fields)
• Use incremental sync (changes only, not full resync)
• Schedule heavy sync operations off-peak hours

API Quotas: Most CRMs have API limits:

• Salesforce: 5,000-100,000 calls/day (depends on edition)
• HubSpot: 100-250 requests per 10 seconds
• Zoho: 3,000 calls/day (standard), 15,000+ (enterprise)
• Dynamics 365: 60,000 API calls per 5 minutes per tenant

Monitor Quota Usage:

Settings → Integrations → CRM → [Platform] → API Usage

Today's Usage: 4,523 / 100,000 calls (4.5%)
Peak Hour: 9-10 AM (892 calls)
Warnings: None

Best Practices

Maximize ROI from CRM Integration

Sales Team:

• Mandate call logging (enable auto-log)
• Set daily call activity goals
• Review call recordings for coaching
• Use power dialer for lead lists
• Track call-to-close conversion

Support Team:

• Screen pop for every call (reduce handle time)
• Link recordings to tickets (knowledge base)
• Track first-call resolution
• Monitor call trends for product issues
• Auto-create tickets from missed calls

Management:

• Dashboard for team call activity
• Reports: Calls vs. pipeline progression
• Call recording library for training
• Identify coaching opportunities
• Measure call quality impact on sales

User Adoption Strategies

Training:

• Live demo of click-to-call and screen pop
• Quick reference card with keyboard shortcuts
• Video tutorials for common tasks
• Role-specific training (sales vs. support)

Incentivize Usage:

• Leaderboards for call activity
• Recognition for best call notes
• Gamification: Badges for milestones
• Tie call metrics to bonuses/commissions

Monitor Adoption:

• Track % of calls with notes
• Monitor click-to-call usage rates
• Survey users on integration value
• Identify and address blockers

Getting Help

Resources:

• Platform-specific setup guides (linked in cards above)
• Video tutorials library
• API documentation references
• Community forum for tips and tricks

Next Steps