Telecrm Integrations

Once your IVR is set up with members and call routing, the final piece is connecting VOIP and IVR services with telecrm — and this is where everything comes together.

This integration is what lets your agents trigger calls directly from the CRM, and it's also what brings all your call data back into telecrm: call reports, recordings, incoming call leads, and agent activity, all flowing automatically onto your dashboard.

Follow these steps in order to fully connect your Callerdesk account with telecrm and start triggering calls directly from the CRM.

1. Add your team members in Callerdesk.
2. Get the API Key and Secret Key from Callerdesk. To generate them, navigate to the Callerdesk portal, click on the side menu bar, and go to API & Integration. Click on Create Key at the top-right corner, then copy the API Key and Secret Key.
3. Navigate to the Integration page in telecrm.
4. Search for and open the Callerdesk integration page.
5. Select Integrate Callerdesk.
6. Enter the API Key and Secret Key in their respective fields.
7. Select Next.
8. Map each telecrm member to the correct Callerdesk member you added in the Callerdesk portal.
9. Select the DID numbers for each agent. To assign in bulk, select all the users and then choose Edit User Mapping.
10. Select the Outgoing Call DID Number (for an Incoming plan, still select the Outgoing DID Number here), the respective call group, and the SIM calling option accordingly.
11. Once the changes are applied, select Next.
12. Set the calling configuration here. If you want to create incoming call leads, grant permission to mark them on break, and copy the generated Webhook URL.
13. Click Save.
14. Go back to the Callerdesk dashboard and open the Webhook Integration page under API & Integration.
15. Click Create Webhook and paste the Webhook URL copied in Step 12.
16. Enter your account email and select the events you want to track. IVR offers you multiple Events to choose from, and these Events govern how the calling and agent data is updated on your CRM dashboard. They include Call Report, Live Call, Add/Update/Delete Members, Add/Update/Delete Call Group, and Team Member Break analysis. Select all the boxes except "Live Call (Only Picked)".
17. Keep the HTTP method as GET and click Save.

Your integration is now fully set up. You can trigger a call directly from telecrm using the call button and see the call details as to how they are captured on the CRM dashboard. Once the call is completed, you get to view the Call duration, call recording and call feedback. 

And that's all you need to understand to integrate fully with the VOIP and IVR services.

With the keys configured, your members mapped, DID numbers assigned, and the webhook registered, your two platforms are now talking to each other. 

One thing to keep in mind: whenever you add new agents or change DID numbers later, just revisit the mapping steps again.