How to connect Phonet phone service (for administrators)

Integration with Phonet can be set up in just a few steps and will allow you to:

• make calls from the CRM and handle incoming calls;

• see who is calling you if the customer is already in the system;

• create customers, orders, or requests directly from the call card;

• view the entire call history, including call recordings.

Step 1. Add the keyCRM integration in the Phonet settings

In your Phonet dashboard: Leave the tab open and proceed to the next step, where you will need the following fields:

1. Go to the «Settings» section and open the «Integrations» tab;

2. Scroll down the page, find the «Another CRM System» menu, and click the «Add» button.

Leave the tab open and proceed to the next step, where you will need the fields listed below:

Step 2. Create and configure a call channel in keyCRM

Go to «Settings» → «Communications» → the «Calls» tab and click the «Add new integration» button.

In the window that appears, on the «General» tab:

1. Title — enter the name of the telephony service;

2. Phone service — select «Phonet».

3. Phonet Domain — enter the API server from your Phonet account settings;

4. Phonet API Key — enter the API key from your Phonet account;

5. Webhook URL — copy the link for further configuration;

6. Use deep link — enable this if you are using a softphone that supports this technology;

7. Pipeline connection — enable this and select a value:
   • No — cards will NOT be created automatically from calls;
   • One-time — cards will be created only once, provided there is no existing card with this number;
   • Recurring — cards will always be created for repeat calls, provided there is no card for the number in active statuses (all statuses except successful and rejected).

8. Call type — select the call type from which cards will be created: only incoming, only outgoing, or all — incoming and outgoing;

9. Pipeline — specify the pipeline for creating cards. If you have only one pipeline, it is selected automatically, and the selection field will not appear;

10. Source — select the source from which the card will be created. If you do not select one, the card will be created with an empty value in the source field.

How the deep link feature works

Deep link – a feature that immediately initiates a call in the device's default app.

How it works:

• If your device has a default softphone app for calls, and it is active with the deep link feature enabled in the phone settings, tapping «Call» in the CRM will immediately open this app to place a call to the customer.

• You should enable deep linking only if you use a softphone that supports this technology (for example, MicroSIP or the paid version of Zoiper). If you’re unsure, you can test it. Enable it first; if outbound calls from the CRM don’t work, then disable it.

• If you disable deep linking, the call will be made through the telephony system itself. First, the CRM sends a request to the telephony system to initiate the call; upon receiving it, the telephony system places the call to the manager’s softphone or IP phone, the manager picks up the phone, and the connection with the client begins.

• IP phones do not support the deep link feature, so when working with them, it must be disabled.

Step 3. Connecting the managers

In the settings window, go to the «User Numbers» tab and fill in the following information:

• Internal number  — the Phonet internal phone line number;

• Manager — the CRM user associated with this number.

The dropdown list will include users who have been granted access to telephony.

After entering the information, be sure to save the channel and proceed to the next step.

Step 4. Configuring webhooks in Phonet

Open the settings for the channel you just created and copy the webhook link:

Then go to the Phonet settings window and add the webhook to the following fields:

After completing these steps, be sure to save the settings in Phonet, as well as the channel in keyCRM.

Configuring call forwarding to multiple pipelines

By default, all calls are routed to a single pipeline. You can split calls into several pipelines, each of which must be assigned its own unique phone numbers.

To route calls to another queue:

1. Add another Phonet telephony channel to keyCRM (use the same API server and API key);

2. In the «Pipeline» field — select the desired pipeline for creating records;

3. On the «Employee Numbers» tab — add the numbers that correspond to the pipeline selected in the previous step;

4. In the integration settings in your Phonet account, click «+ Add for a separate number» and fill in the fields:

• Specify the name of the pipeline selected above;

• Select the desired numbers from the list that will be used for this pipeline;

• Add a link to the webhook from this telephony channel to all fields:

Enable call forwarding from this pipeline to the main pipeline (if desired) and save the settings.

If necessary, do the same for the other pipelines.

Now you can manage your phone system in keyCRM!