Zoho CRM-Netsantral Integration - Installation and Usage Guide 

Zoho CRM is a comprehensive cloud-based customer relationship management platform that enables businesses to boost sales, automate marketing processes, and maximize customer satisfaction. 

Purpose of Use 

The Netsantral and Zoho CRM integration automatically forwards all calls made through the PBX to Zoho CRM and allows users to access the relevant record via the CRM screen during a call. 

With this integration: 

• You can make calls using your extension through the webphone interface on Zoho CRM pages.
• Screen pop-up notifications are displayed for incoming calls.
• If the number is registered in the CRM, the related record can be opened quickly.
• If the number is not registered in the CRM, a new Lead record can be created.
• All incoming/outgoing calls become trackable within the CRM.
• Customer interactions are transparently monitored and reported.
• Operations and sales processes are optimized for increased speed and efficiency. 

Overview 

When the integration is active, every call in Netsantral is transferred to Zoho CRM and processed as follows: 

• If a match is found: The call is logged as an Activity under the existing CRM record and linked to it.
• If no match is found: A new Lead record is automatically created using the caller/called number, and the call is associated with this new record. 

30–60 seconds after the call ends, following CDR analysis, the voice recording, call direction (Inbound/Outbound), call duration, and date/time information are completed and added to the relevant record in Zoho CRM. 

Installation 

1. Extension Preparation 

For the Zoho integration to run in a browser-based (WebRTC) manner and remain stable, the connection type of the Netsantral extensions must be configured. 

• Go to Online İşlemler > Netsantral > Ayarlar > Dahili Listesi.
• Select the relevant extension and click the Düzenle button.
• Under the Gelişmiş Ayarlar tab, set the Bağlantı Tipi to WSS*. 

Note: If this step is skipped, the phone panel (WebRTC Client) on the Zoho side will not function. 

2. Installing the Plugin in Zoho CRM 

• In the Zoho CRM panel, go to Marketplace > All.
• Search for and find the Netsantral plugin, then click Install.
• On the screen that appears, check the following 2 boxes: 
• I have agreed to the Terms of Service.
• I authorize Netsantral CRM Extension to access and process my data as required.
• Select Install for all users and confirm. 

3. Activating the Integration and Initial Phone Setup 

Once installation is complete, a phone icon will appear on the right side of the bottom panel in the Zoho CRM interface. Clicking this icon for the first time opens a window where you need to enter your extension credentials (Number / Password / Domain). In this step, the Netsantral extension number is matched with the Zoho CRM user. 

• These details can be found under the info icon at Online İşlemler > Netsantral > Santral Bilgileri > Dahili Durumları.

• Once you fill in the information correctly and save, the phone interface becomes active across all Zoho CRM pages and the integration is fully operational. 

Usage Scenarios 

1. Initiating a Call from CRM (Click-to-Call) 

• Open a Lead or Contact record in Zoho CRM.
• Click the phone icon next to the phone number.
• Your extension rings, and once you pick up, the call starts automatically. 

2. Incoming Call Notification (Screen Pop-up) 

When a call comes in, an automatic pop-up notification appears in the bottom right corner of the screen. 

• If the number is registered: Click the notification to be instantly redirected to the relevant customer card.
• If the number is not registered: An option to create a new Lead is presented. 

3. Viewing Call Records 

After a call ends, it is automatically added to the Timeline and Activities sections of the relevant record. 

Information included in the record: 

• Call direction (Inbound / Outbound)
• Date and time
• Call duration
• Voice recording link
• Call ID 

Important Note: Do not delete the record containing the Call ID before CDR analysis is complete (30–60 seconds). Deleting this note may prevent the voice recording and direction data from being fully transferred to Zoho CRM. 

4. Call Transfer 

An ongoing call through the Zoho CRM phone interface can be seamlessly transferred to another agent or an external number. The system supports managing up to 4 simultaneous lines to facilitate these transfer and management processes. 

Transfer Types: Users can choose between Blind Transfer (Direct Transfer) and Attended Transfer (Transfer with Confirmation). 

Line Management: When switching between lines, the active call on the other line is automatically placed on hold and indicated in red in the interface. Since only one line can be active at a time, this setup makes it easier to initiate a second call during an attended transfer and manage call traffic effectively. 

Result 

With this integration, all customer interactions in Netsantral are automatically logged in Zoho CRM and can be managed from a single platform. With the correct setup and configuration: 

• Sales accelerate.
• Operations become transparent.
• Customer satisfaction increases.
• All communication records are managed centrally.