This article provides guidance on how to set up and use the VoIP integration with Spotler CRM. With this integration, incoming calls are automatically matched to CRM records, allowing the call operator to quickly view the appropriate Contact or Account record. This feature streamlines the call handling process by displaying the caller’s details and account history.
On this page you have the following options:
Overview VoIP Integration
The VoIP (Voice over IP) integration allows incoming calls to be automatically matched to your CRM records, displaying the corresponding Contact or Account record. This provides immediate visibility into the caller's details and their account history, helping operators manage calls more effectively.
VoIP Integration Vendors
The CRM integration is compatible with most VoIP software, including those listed below. It is easy to configure using a URL link to connect the two systems. If you're unsure whether your program is compatible, you can check with our Customer Support team.
- 4Sight / HiHi
- BT
- Gamma Horizon
- GoConnect for Panasonic
- Go Integrator
- NavigateUC – Splicecom PBX
- NCTI / NFON
- PhoneLink (Ericsson LG)
- Samsung Xchange
- UCPLUS (Mitel, Alcatel, and NEC)
- Zoiper
How it Works
When an incoming telephone call is received, the integration sends a string of numbers (without spaces) to your CRM. For example, the SpotlerCRM number could be 01730823300. The CRM system then searches for a match across all the telephone fields in both the Account and Contact records.
The data is "normalised" to account for different phone number formats, ensuring that variations such as:
- 01730 82300
- (0)1730 82300
- +44 (0)1730 823300
- 01730-823-300
are all matched to the CallerId of 01730823300. International numbers are treated in the same way.
Search Results
If the number is stored at the Account level, the appropriate Account page will be displayed. If it's stored at the Contact level, the Contact page will appear. If both the Account and Contact contain the number, the Account page will be shown. In case of multiple Accounts or Contacts with the same number, the first result (the one with the earliest ID) will be returned.
If the system cannot find the number in any Account or Contact, a message will be shown, such as "Cannot find telephone number 01730823300". If the number is withheld by the caller, the message will read "Number Withheld".
Set up VoIP Integration
The CRM integration is compatible with various VoIP software, with Gamma Horizon used as an example in this guide. Follow these steps to configure the integration:
Log in to your VoIP provider account and go to the configuration page where the CRM link parameters are added. For Gamma Horizon, this is the Horizon Integrator. In the Horizon Integrator, configure an external program "call event" for incoming connected calls.
Click "Add" in the "external programs" box to open the pop-up window. In the pop-up, use the dropdown options to set up the following:
Event: "Call: Connected"
Direction: "In"
Calls: "All"
Programme: Leave blank to use the default web browser.
Parameters: Enter: https://{YourCRMSubdomain}.realsimplesystems.com/integrations/show_call/%Call\Contact\Tel%
Replace {YourCRMSubdomain} with your CRM subdomain. For example, https://xyz.spotlercrm.com/integrations/show_call/%Call\Contact\Tel%
Your CRM integration will now be configured and ready to use. Incoming calls will be automatically matched to the CRM records, providing valuable context to the call operator.