Zoho CRM integration with Wildix PBX

Owned by Elena Kornilova
Last updated: Mar 26, 2024 by Tatiana Bieliakova
2 min read

This guide explains how to enable Wildix Integration with Zoho CRM.

Updated: March 2024

Permalink: https://wildix.atlassian.net/wiki/x/URPOAQ

Starting from January 2020 support for API version 2 will be discontinued! 

Upgrade to API version 3.

Description

Wildix integration for Zoho CRM facilitates the company's business processes, reduces human latency and automates daily tasks, enabling employees to place and receive calls directly from their Zoho CRM. Supported features:

  • Incoming call pop-ups with contact information
  • Click-to-call from Zoho
  • Call logging
  • Possibility to schedule follow-up activities once the call is ended

Requirements

The integration works only with Standard, Professional and Enterprise Zoho PhoneBridge account (not available for Free accounts). 

In WMS Network the integration can be enabled only on the PBX Server.

After changing extension of any user on the Zoho side, the integration should be disabled and enabled again to sync the new data.

First time setup

To start using the integration, follow the steps:

In your Zoho account under Setup -> Channels -> Telephony , "Enable PhoneBridge" will be available. The administrator has to click on "Enable PhoneBridge" to enable PhoneBridge for their Organization.

Step 1. Import users from Zoho account into Wildix PBX:

  1. Log in to WMS as admin user
  2. Go to WMS -> Users
  3. Click Import
  4. Select Zoho as Backend
  5. Select CRM as Provider
  6. Click Login
  7. Confirm access to Zoho from Wildix application
  8. Click Save and then Import
  9. After users have been imported, select each user one after another and click Set password to set new passwords instead of the automatically generated passwords 

Step 2. Enable Zoho integration on Wildix PBX:

Note: A user who enables the integration must be Zoho administrator.


  1. Go to WMS Settings -> PBX -> Integrations
  2. Under Zoho Integration click Enable
  3. Authorize access in your Zoho account
  4. Confirm access to Zoho from Wildix application

Once you have completed these two steps, users can:

  • receive an incoming call pop-up with contact information and call details
  • decline an incoming call
  • click-to-call from Zoho Contacts by clicking on a green handset icon near the contact's phone number

Upgrade instructions to Wildix - Zoho PhoneBridge integration 

  1. Disable existing Wildix - Zoho integration on the Wildix side (WMS Settings -> PBX -> Integrations)
  2. Log out from your Zoho account in the Import dialog (WMS Users -> Import -> Backend Zoho -> Provider CRM -> logout)
  3. In your Zoho account under Setup -> Channels -> Telephony , "Enable PhoneBridge" button becomes available. The administrator has to click on Enable PhoneBridge to enable PhoneBridge for their Organization.
  4. In WMS log in and import users again in the Import dialog (WMS Users -> Import -> Backend Zoho -> Provider CRM)
  5. Re-enable Wildix - Zoho integration on the Wildix side (WMS Settings -> PBX -> Integrations)

How to disable integration

  1. Go to WMS Settings -> PBX -> Integrations
  2. Proceed to Zoho Integration tab and click Disable