Integration Amazon Connect - Zoho PhoneBridge A Description Of The
A Description of theAmazon Connect - Zoho PhoneBridgeIntegration1 Zoho Corporation, 2017
Table of ContentsOVERVIEWCONFIGURATIONARCHITECTUREGLOSSARY OF TERMS:EXPLANATION OF THE REFERENCE ARCHITECTURESECURITYTROUBLESHOOTING2371011111314 Zoho Corporation, 2017
OverviewThe Amazon Connect for Zoho PhoneBridge integration helps initiate all sales calls right fromwithin a Zoho CRM account. A person can view the caller's information while they receive callsfor their Amazon Connect number, thus ensuring better communication.The high points of this integration are listed below: 3The Click-to-Call feature allows sales reps to complete calls with a single click fromZoho applications, and create an integrated phone system that offers more value topotential customers. Zoho Corporation, 2017
4This integration will give call pop-ups on all incoming calls, notify agents of any missedcalls, and let them set reminders for their outbound calls. Zoho Corporation, 2017
5Through contextual calling, a business card view with the lead's contact information,owner, and status will be displayed every time an agent reaches out to a lead orcustomer. Zoho Corporation, 2017
The Call Analytics Reports help agents gain valuable insights based on their call data. Calls can be made directly from a browser. The integration can be enabled easily, with just a single click.Note: Before integrating Amazon Connect with Zoho CRM, the following prerequisitesshould be in place: 6An Amazon Connect instanceAny paid edition of Zoho CRM Zoho Corporation, 2017
ConfigurationConfiguring Amazon Connect in Zoho CRM involves two important steps: Enabling the Amazon Connect integrationLogging in to the Amazon Connect account in Zoho CRMTo enable the Amazon Connect integration:1. Click Settings Setup Channels Telephony.2. Select Amazon Connect from the available list of PhoneBridge integrations.3. Click Enable.Note:After clicking Enable, please wait while the page refreshes automatically. Do not clickanywhere else until the Amazon Connect Login screen appears.7 Zoho Corporation, 2017
Logging in to Amazon Connect:Once you have enabled the Amazon Connect integration, you will be prompted to log in toyour AWS account from Zoho CRM.1. Click Login to Amazon Connect, and enter the Instance Alias name that you createdfor Zoho CRM in your Amazon console.2. Clicking on Login to Amazon Connect will open a new Amazon Connect Loginwindow. Please enter the login details here. Once you are successfully logged in, thewindow will close automatically.3. If you wish to log in later, you can use the Phone icon at the bottom right of the page toaccess the Amazon Connect Login screen.8 Zoho Corporation, 2017
Note: 9The Zoho CRM domain should be added in the Applications Integration section of theinstance from the Amazon console.The mapping of phone numbers, agents, queues, and call flows can be configured onthe Amazon Connect page.Only Zoho CRM Administrators can enable the Amazon Connect integration. Afterenabling, each Zoho CRM user can log in to their Amazon Connect account from ZohoCRM by providing the Amazon Connect instance name. Zoho Corporation, 2017
ArchitectureThe general layout architecture for the Zoho CRM - Amazon Connect integration is shownbelow:10 Zoho Corporation, 2017
Note: Amazon Connect is the only AWS service involved in this integration.This integration only uses Stream JS APIs.Glossary of Terms:Action Initiator:This informs Amazon Connect to initiate call actions, such as making calls, holdingcalls, and changing agent status.Data Processing:This refers to the processing of Zoho CRM data, so that Amazon Connect can smoothlyutilize it to achieve the actions initiated.Get Action Details:This refers to getting the details of the actions performed by the Zoho CRM user.Explanation of the Reference ArchitectureMaking outgoing calls from Zoho CRM:When a Zoho CRM user goes to the Setup page and enables the Amazon Connectintegration, the Amazon Connect Contact Control Panel (CCP) will be loaded in Zoho CRM forthe integration to work. Once the user completes the integration, a call icon will be shownadjacent to the Phone Number fields in the Zoho CRM modules. The user can use this callicon to make calls from within their CRM account. Whenever a user initiates a call, Zoho CRMwill search for that phone number in the Zoho CRM database, and will display relevantinformation about that lead or contact. Then, Amazon Connect will be notified by Zoho CRM toinitiate the call through the Amazon Connect CCP. This CCP connects to the AmazonConnect CTI (Computer Telephony Integration) service through a Connect Shared Worker.11 Zoho Corporation, 2017
Making outgoing calls from the Amazon Connect CCP:A user can also make outgoing calls from the Amazon Connect CCP. When thishappens, Amazon Connect will notify Zoho CRM that a call has been initiated, along withdetails of the call. Once Zoho CRM gets the call information, it will search for that phonenumber in the Zoho CRM database, and will display the relevant information about the numberdialed for the user.Receiving calls in Zoho CRM:When a user receives an incoming call, the Amazon Connect CCP will notify ZohoCRM. Once Zoho CRM receives this information, it will search for that phone number in theZoho CRM database, and will display the relevant information about the incoming call for theuser.Performing call actions, such as answering, hanging up, and holding:A Zoho CRM user can answer, hold, and hang up. When any of these actions areperformed, Zoho CRM will notify Amazon Connect. The Amazon Connect CCP connects tothe Amazon Connect CTI service, and completes the respective call action.Note: 12Lambda functions are currently not part of this integration. Zoho Corporation, 2017
SecurityZoho CRM integrates with Amazon Connect by loading the Contact Control Panel (CCP) intoZoho CRM as a hidden inline frame. All the API requests and data sharing are securely madethrough the CCP.Authorization The Zoho CRM domain must be whitelisted in the user's Amazon Connect instance under theApplications Integration section. This is to make sure that only authorized domains can accessthe Amazon Connect CCP, and pass data.Authentication Once the Zoho CRM domain is whitelisted in the Amazon Connect instance, Zoho CRM usersmust provide their Amazon Connect instance name to initiate the login process. They will beasked to provide their login details in the Amazon Connect Contact Control Panel associatedwith the instance provided. Further communications from Zoho CRM to Amazon Connect willbe done through the Amazon Connect CCP.13 Zoho Corporation, 2017
TroubleshootingQ: Why am I am not able to make calls from my browser?A: Please check if you're using a browser that is supported by the AWS Management Console.Q: All my calls are either being dropped immediately, or not getting connected at all. Why?A: If you have not allowed microphone access in your browser, this could happen. Check yourbrowser settings.Q: Whenever I try to call from Zoho CRM (through the Click-to-Call feature), I get an errormessage saying "Unable to make a call." What should I do?A: You need to check the format of the number you have saved for that record in Zoho CRM.Make sure that you've entered the phone number in E164 format.Q: When I try to call from Zoho CRM, the Amazon dialer opens but the call doesn't getinitiated. Why?A: The Zoho CRM domain needs to be whitelisted in your Amazon Connect instance. Refer toour help guide for further instructions.14 Zoho Corporation, 2017
Configuring Amazon Connect in Zoho CRM involves two important steps: Enabling the Amazon Connect integration Logging in to the Amazon Connect account in Zoho CRM To enable the Amazon Connect integration: 1. Click Settings Setup Channels Telephony. 2. Select Amazon Connect from the available list of PhoneBridge integrations. 3. Click Enable.
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Zoho CRM Integration Guide 2 - Zoho CRM Integration 10 3.In the Synchronize Contacts From drop-down list, select the types of contacts to be synchronized from Zoho CRM: Contacts (on page 2), Leads (on page 2), and Accounts (on page 2). 4. In the Synchronize to Phonebook drop-down list, select an empty phonebook or create a new phonebook. Note:
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