AloTech Softphone CTI Use Case on Zoho CRM
1. Login
To start answering calls by logging into the system, follow these steps:
When you open the application, enter the Tenant URL information provided to you on the screen that appears .
Enter your registered email address and password .
Click the "Login" button to access the main screen.
2. User Status
Status Update (Ready): The user must navigate to the Profile section within the connector and update their current status to "Ready." This action indicates to the system that you are active and available to receive calls.
Queue Selection: Once the status is set to "Ready," the user must select the appropriate Queue defined for the relevant department or campaign via the Call Screen.
Starting Interaction: After the queue selection is complete, the system begins to match the user with incoming calls directed to that specific queue.
3. Creating a ticket during the callThe connector automatically opens the associated contact page in Zoho CRM based on the customer's phone number or creates a new record for first-time inquiries.
4. Click-to-call
On Zoho CRM, you can initiate a call via AloTech Softphone CTI by clicking the call icon next to the customer's phone number.
5. Call RecordsCalls made with AloTech Softphone CTI are recorded in the Calls section of Zoho CRM, listing all incoming and outgoing calls. These records can also be found in the contact card for each individual.
6. Registered Contact
If an incoming call is answered and it is from a previously registered contact, the contact details page opens automatically.
7. Timeline ViewPast activities of both registered and unregistered contacts can be viewed via the Timeline tab.
AloTech Softphone Use Case Examples
1. Getting Started: How to Login
To start answering calls by logging into the system, follow these steps:
Step 1: When you open the application, enter the Tenant URL information provided to you on the screen that appears .
Step 2: Enter your registered email address and password .
Step 3: Click the "Login" button to access the main screen.
2. Making Calls & Managing Conversations
Reaching out to your clients and maintaining control during the meeting is very easy:
Outbound Calling: Type the number in the call box or click the Keypad icon to dial the number.
Queue Selection: Remember to select the corresponding queue from the drop-down menu, depending on the department you want to search through.
Interview Checks:
🔇 Mute: To mute your own voice, press the microphone icon.
⏸️ Hold: Use the "Hold" button to put the client on hold. Pressing it again will return to the meeting.
📞 Close: Click the red phone icon to end the call.
3. How to Answer Incoming Calls
A pop-up window will open alerting you when a call comes in:
How do I respond?: You can answer the call by clicking the green "Accept" button that appears on the screen, or end it by clicking the red "Reject" button.
Information Gathering: Before answering, you can see the caller's number and which queue they are calling from (Campaign, etc.) on this screen.
⚠️ Attention: To receive calls, please ensure your status is always set to "Ready" .
4. Audio & Hardware Setup
To keep your sound quality at its best:
Accessing Settings: Go to the "Settings" tab in the menu.
Device Selection: Choose your headphones and microphone from the list.
Test: You can use the "Test" button to check if your voice is being transmitted or if you can hear the other party.
5. Handling Incoming Chats & Messages
To reply to messages received via WhatsApp or the web:
Notification: You'll see an alert in the bottom right corner when a new message arrives.
Start a conversation: When you click the "Accept and Open" button, the chat screen will automatically open.
6. Returning to Parked Conversations
For your incomplete or pending correspondence:
Access the list: Click the "Chats in the Park" tab to see all pending conversations.
Undo: You can reassign the chat you want to continue by selecting it and resume typing.
7. Updating Your Password
For your security, you can update your password periodically:
My Profile: Go to the "My Profile" page.
Update: Enter your current password and your new password in the respective fields and save.
8. Personalizing Your Theme (Night Mode)
You can change the theme to reduce eye strain:
Change Mode: You can switch between dark (Night Mode) and light themes by clicking the moon/sun icon on the "My Profile" page .
Detailed User Manual
Login Screen
In the login section, you can log in to the softphone by entering the tenant url, user email and password.
Call Screens
Call Features and Usage
Making an External Call
To make a call, type the number you want to call into the search box.
From the Queue selection drop-down menu, select the queue you want to call from. Start the call by clicking the Call button .
To place a call via the keypad; click the keypad button .
Select the queue, type the number you want to call. Start the call by clicking the call button.
Answering an Incoming Call
When a new call comes in, it appears on the screen as a warning in a separate window. In this warning window that opens, you can reject or accept the incoming call. You can also see the number and queue information of the call on this screen. In campaign calls, information about the campaign is also shown on this screen.
Note: We must be in the "Ready" status to receive a call.
Mute the Microphone
You can mute the microphone by clicking on the button during a call.
Put a Call on Hold
You can put the call on hold by clicking on the Hold button. Click the button again to get the call back on the line.
End a Call
Click on the hang up button to end the call.
Calling Out from the Second Line
To make a call out from the second line, click on the second line section or the call adding button from the top section. You can make a call from the second line by following the steps in our "Making an External Call" article.
Note: When you exit the call from the second line, your call on the line will be put on hold. You must click the line button to switch back to the line.
Call Transfer
To transfer an active call, click the transfer button on the active call screen.
You can transfer an active call to any Customer Representative you wish, with or without speaking.
You can transfer an active call to the people in your phonebook with or without speaking.
You can transfer the active call to any IVR you wish.
Conference Feature
To create a conference when there are calls on both lines, click on the conference button. You can view the call on the screen where the lines you have included in the conference are located.
You can view the list of numbers currently in the conference by clicking on the conference details button.
You can remove people from the conference based on their numbers from the conference details section.
To end the conference for everyone, you can click the end call button or the end call button on the conference detail page.
Previous Calls
To view the calls you have made through the system, click on the "Previous Calls" heading from the left menu.
From this area, you can view your calls, search by phone number, access the details of the call, and perform tagging etc.
My Messages
To see the messages we have sent to or received from other users, click on the "My Messages" heading in the left menu. To send a message, click on the "New" icon in the upper right section.
After selecting the users you will send the message to (Team, all representatives, supervisor, etc.), write the message content and click the "Send" button.
Call Performance
To access our performance data, click on the "Performance" link on the left menu. You can access your own performance data in the relevant area.
Click the "Add/Remove" button to add or edit performance data.
Select the data we want to add or remove and click the "Save" button.
Audio and Microphone Settings
After logging into the softphone screens, test it by selecting the sound input (microphone) and output (speaker/headphone) devices from the settings section.
To test if the microphone is working properly, click on the microphone icon and observe the moving sound animation.
Click the "Test Sound" button for the headset and you will hear a beep sound. Adjust the volume and save.
Chat Screens
You can access the chat screens by clicking on the Chat icon in the navigation bar at the bottom.
Receiving Incoming Chat
You can accept or reject incoming chat .
On this screen, you can also see the number and queue information the call came from.
Note: If you want to show your incoming chat directly on the active chat screen, you can use the "Accept and Open" button.
Active Chat Details
In the active chat tab, you can select the chat, manage your "Busy" status for upcoming chats, sort your chats, correspond with the customer and access chat information. You can transfer the chat and end the active chat.
Previous Chats
You can access previous chats that have been terminated by clicking on the "Previous Chats" heading in the left menu.
You can search by number or name in the list.
You can access the chat detail section by clicking on the detail icon and view the conversation history from there.
Chats in the Park
By clicking on the "Chats in the Park" heading from the left menu, you can list the previously parked WhatsApp conversations and, if you wish, you can pick them up from the park and continue the conversation.
My Messages
To see the messages we have sent to or received from other users, click on the "My Messages" heading in the left menu. To send a message, click on the "New" icon in the upper right section.
After selecting the users you will send the message to (Team, all representatives, supervisor, etc.), write the message content and click the "Send" button.
Chat Performance
To access our performance data, click on the "Performance" link on the left menu. You can access your own performance data in the relevant area.
Click the "Add/Remove" button to add or edit performance data.
Select the data we want to add or remove and click the "Save" button.
Profile Screen
Status Section
From this field, you can select other statuses defined in the “Ready” system and special statuses that you can create specifically for the operation.
Note : Make sure your status is "Ready" so that you can answer the incoming call.
Queue Page
You can view the queues we have defined on the My Profile page or click on the detail button to view the queue list and performance graph.
You can search by queue name.
You can view the graphical screen with queue-based performance values by clicking on the queue detail icon.
Team Page
You can view the customer representatives in the team we are defined in on the My Profile page.
You can search by name and filter customer representatives who are in ready status.
You can view internal information and status information by clicking on the detail button in the section related to the customer representative.
Additionally, you can call the customer representative from his/her extension number by clicking on the transaction button.
Role Division
The Authorization section on the My Profile page displays which profile authorizations the customer representative has.
Password Change Section
You can create a new password according to the rule set determined on the system by typing your current password in this field.
Theme Section
To switch to night mode, first open my profile page . Then you can switch to night mode by clicking on the night mode icon.