How to connect Stream Telecom phone service (for administrators)

Integration with Stream Telecom 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. Get a Stream Telecom API key

Go to your personal account Stream Telecom → Menu → Administration → Company Profile, and create an API key, or copy it directly if one has already been created:

Step 2. Connecting to 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 «Stream Telecom».

3. Stream Telecom API Key — Enter the API key you received in the first step;

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

5. Use Deep Link — enable this if you are using a softphone that supports this technology;

6. Pipelines 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;
   • Repeat — cards will always be created for repeat calls, provided the number does not have a card in active statuses (all statuses except successful and rejected).

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

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

9. Source — select the source from which the card will be created. If not selected, 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

Copy the extension numbers in your Stream Telecom account under Menu → Administration → Employees:

Next, in the settings window, go to the «Employee Numbers» tab and fill in the details: 

• Internal number — the Stream Telecom internal 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 click «Add» to save the channel and proceed to the next step.

Step 4. Request to configure a webhook in Stream Telecom

Open the settings window for the connected phone system and copy the link to the webhook:

To complete the integration, you need to send an email to support@streamtele.com requesting that the webhook be enabled:

Email Subject: Setting up a webhook for CRM integration

Email Body:

Hello!

Please set up the webhooks for CRM integration using this link:

INSERT THE LINK TO THE WEBHOOK COPIED FROM THE SETTINGS HERE

Thank you

Once you've been told that the setup is complete, you can start using your phone.

Now you can manage your phone system in keyCRM!