VICIdial integration with Vtiger CRM Valuable information

Lead management may be more accurate with a predictive vicidial dialer and call recording by integrating VICIdial with a CRM system. The widely used open-source contact centre software VICIdial enables users to arrange the management of incoming and outgoing calls, emails, chat, and routing.

Introduction of VICIdial

The most widely used open-source contact centre in the world is VICIdial. It is appropriate for call centres of all sizes and for a variety of businesses.
You can manage incoming and outgoing phone calls, emails, customer websites, and chats in one web-based agent interface with VICIdial. You may send campaigns, create leads, examine lead information before phoning, listen to call recordings, and do many other things with it. As you converse with the leads, it is also simple to close a deal.

Benefits of VICIdial

• Tracks all customer calls within the CRM and aids your sales and support representatives in day-to-day work.
• Increases agent productivity with integrated one-click dialing out of Vtiger CRM.
• Keeps a log of all calls, so you never miss out on information.
• It helps you to quickly generate leads from inquiry calls.
• Enables you to create deals while interacting with customers.
• Records vicidial inbound carrier and outbound calls and hence helps you to fine-tune your sales strategies.

VICIdial Installing Phone Calls

You must to install the Phone Calls module from the Extension Store before using it. If you are an Admin user, you can get to the Extension Store.

Follow these steps to install Phone Calls:

1. Log in to CRM.
2. Click the User Menu on the top right corner of the screen.
3. Click Settings. 
4. Look for the Extensions section.
5. Select Extension Store.
6. Search for Phone Calls using the search bar.
7. Click Install.

After you install the module, you can see it under Main Menu > Essentials > Conversations.

 Setting up an account in VICIdial

You must first set up VICIdial on your local servers and create an admin user account in VICIdial in order to use the VICIdial integration. To create an account, click here.

Configuring VICIdial in the CRM

You can customise the specifics in the CRM phone configuration after creating an admin user account solely for APIs in VICIdial.

To configure VICIdial in Vtiger CRM, follow these steps:

1. Log in to CRM.
2. Click the User Menu on the top right corner of the screen.
3. Click Settings.
4. Look for the Extensions section.
5. Select Phone Configuration.
6. Click +Add Gateway.
7. In the Gateway dropdown, select VICIdial.
8. Fill in all the mandatory fields (asterisk vicidial dialer):

VICIdial Configuration in Gateway

1. Gateway Status – Mentions whether the gateway is active or inactive.
2. Default Gateway – Mentions whether the current gateway is the default gateway.
3. Launch Call URL –When an incoming call is answered by an agent, call fields from VICIdial are automatically produced and delivered to Vtiger.
4. URL for Dispo Call- produced automatically using call fields from VICIdial that are submitted to Vtiger when an agent answers an incoming call.
5. VICIdial Server Time Zone – Configure the server timezone in which VICIdial is hosted.
6. VICIdial Server IP – Public IP address where the VICIdial is installed.
7. Recording path for VICIdial –Custom The name of the VICIdial recording folder is present. Only change this configuration if the /etc/astguiclient.conf file’s default VICIdial configuration has been overwritten. (Before changing, speak with your system administrator.)
8. Admin API User ID- Make a new user with admin and API rights in VICIdial; this user will be used for any API requests made from Vtiger. (Confirm that no agents have been assigned to this user.)
9. API Admin User Password – Password related to the User ID added earlier.
10. Case/Ticket Title – When a case is created via the Incoming Call Popup, add merge tags or custom strings that will be used.
11. Possibility Name – When a deal is created using the Incoming Call Popup, add merge tags or custom strings that will be used.
12. Secret code for Vtiger- All requests that are received through VICIdial are authenticated using a special key that is automatically created. This is a component of the auto-generated Start Call and Dispo Call URLs from the earlier steps.
13. Click Save.

The VICIdial integration is now set up in Vtiger CRM. 

 Adding User ID

You must add each agent’s VICIdial User ID to Vtiger after configuring all of the VICIdial settings in Vtiger.

Follow these steps to do the same:

1. Log in to CRM.
2. Click the User Menu in the top right corner of the screen.
3. Click the My Preferences button.
4. Enter the unique ID (Copy from VICIdial Admin Panel > Users) in the VICIdial extension field.

Improvements to VICIdial

After finishing the setting in Vtiger, start the integration by changing a few configurations in VICIdial.

 Inbound Groups

To enable incoming call logs and incoming pop-ups in Vtiger, Vtiger URLs need to be configured in Inbound groups. 

To enable call logs and pop-ups for incoming calls, follow these instructions:

1. Log in to the VICIdial Admin panel.
2. Go to Inbound Groups.
3. Click Modify under any one active group.
4. Modify the following fields:
   • Start Call URL – Copy Start Call URL generated in Vtiger from -> CRM Settings -> Phone Configuration.
   • Dispo Call URL – Copy Dispo Call URL generated in Vtiger from -> CRM Settings -> Phone Configuration.

Once the configuration in Vtiger is complete, modify a few configurations in VICIdial to start the integration.

 Inbound Groups

To enable incoming call logs and incoming pop-ups in Vtiger, Vtiger URLs need to be configured in Inbound groups. 

To activate incoming call logs and pop-ups, follow the instructions below:

• Open the VICIdial Admin panel and log in.
• Navigate to Inbound Groups.
• Whenever there is an active group, click Modify.
• Change the fields shown below:
• Start Call URL: Copy the Start Call URL that Vtiger has produced under CRM Settings > Phone Configuration.
• Copy the Dispo Call URL that was produced in Vtiger by going to CRM Settings > Phone Configuration.

Immediate Guidance –

Emergency assistance is usually prioritised over any other assistance of the same or lower category. Emergency assistance is available 24 hours a day, seven days a week. Response time may vary depending on workload and, if applicable, service plan level.

If you require assured response times, you should sign up for a service contract.

If you do not have a service plan that covers the time you call, you can pay a jump-charge to get quick help. The jump-charge is calculated based on the number of VICIdial servers you have deployed and the time of the call.

Asking assistance –

Please dial +91-9319626482 for emergency assistance. The quickest way to get in touch with VICIidial Support Specialists. If you are not a current customer and require assistance or would like to receive a support plan, please contact us.

Summing up

Finally, we have reached the conclusion of our blog, in which we discussed the procedures that must be followed during the vicidial installation step. Hopefully, you learned something from the preceding information, and the problem has been resolved once and for all. However, if vicidial expert continues to fail to reply, we urge that you contact our pro-advisors at +91-9810317673.

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