This article explains how to use Call Center Studio Softphone CTI in Zoho CRM: logging in, managing your status, handling calls and chats, and the screens of the softphone.
Using Call Center Studio Softphone CTI in Zoho CRM
Logging in
To log in and start answering calls, follow these steps:
When you open the application, enter the Tenant URL provided to you on the screen that appears.
Enter your registered email address and password.
Click Login to access the main screen.
User status
Status update (Ready): Go to the Profile section within the connector and set your current status to Ready. This indicates to the system that you are active and available to receive calls.
Queue selection: Once your status is set to Ready, select the appropriate Queue defined for the relevant department or campaign on the Call Screen.
Starting interaction: After the queue selection is complete, the system begins to match you with incoming calls directed to that queue.
Creating a ticket during the call
The 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.
Click-to-call
In Zoho CRM, you can initiate a call via Call Center Studio Softphone CTI by clicking the call icon next to the customer's phone number.
Call records
Calls made with Call Center Studio Softphone CTI are recorded in the Calls section of Zoho CRM, which lists all incoming and outgoing calls. These records can also be found on the contact card of each individual.
Registered contact
If an answered incoming call is from a previously registered contact, the contact details page opens automatically.
Timeline view
Past activities of both registered and unregistered contacts can be viewed on the Timeline tab.
Call Center Studio Softphone use case examples
Getting started: how to log in
To log in and start answering calls, follow these steps:
When you open the application, enter the Tenant URL provided to you on the screen that appears.
Enter your registered email address and password.
Click Login to access the main screen.
Making calls and managing conversations
You can reach out to your customers and stay in control during the call:
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 call from.
Call controls:
Mute: To mute your own voice, click the microphone icon.
Hold: Use the Hold button to put the customer on hold. Click it again to return to the call.
End: Click the red phone icon to end the call.
Answering incoming calls
When a call comes in, a pop-up window alerts you:
Responding: You can answer the call by clicking the green Accept button on the screen, or end it by clicking the red Reject button.
Call information: Before answering, you can see the caller's number and the queue they are calling from (campaign, etc.) on this screen.
Important: To receive calls, make sure your status is always set to Ready.
Audio and 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: Use the Test button to check that your voice is being transmitted and that you can hear the other party.
Handling incoming chats and messages
To reply to messages received via WhatsApp or the web:
Notification: You see an alert in the bottom right corner when a new message arrives.
Starting a conversation: When you click the Accept and Open button, the chat screen opens automatically.
Returning to parked conversations
For your incomplete or pending conversations:
Accessing the list: Click the Chats in the Park tab to see all pending conversations.
Resuming: Select the chat you want to continue to assign it back to yourself and resume typing.
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.
Personalizing your theme (night mode)
You can change the theme to reduce eye strain:
Changing the mode: Switch between the 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, your user email, and your password.
Call screens
Call features and usage
Making an external 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, and start the call by clicking the call button.
Answering an incoming call
When a new call comes in, it appears on the screen as an alert in a separate window. In this window, you can reject or accept the incoming call. You can also see the number and queue information of the call. For campaign calls, information about the campaign is also shown on this screen.
Note: You must be in the Ready status to receive a call.
Muting the microphone
You can mute the microphone by clicking the mute button during a call.
Putting a call on hold
You can put the call on hold by clicking the Hold button. Click the button again to bring the call back on the line.
Ending a call
Click the hang-up button to end the call.
Calling out from the second line
To make a call from the second line, click the second line section or the add call button in the top section. Then follow the steps in Making an external call above.
Note: When you make a call from the second line, your current call on the first line is put on hold. Click the line button to switch back to that 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 agent, with or without consulting them first.
You can transfer an active call to the people in your phonebook, with or without consulting them first.
You can transfer the active call to any IVR.
Conference
To create a conference when there are calls on both lines, click the conference button. You can view the call on the screen where the lines included in the conference are located.
You can view the list of numbers currently in the conference by clicking the conference details button.
You can remove people from the conference by number in the conference details section.
To end the conference for everyone, click the end call button or the end call button on the conference details page.
Previous calls
To view the calls you have made through the system, click Previous Calls in the left menu.
In this area, you can view your calls, search by phone number, access call details, and perform actions such as tagging.
My messages
To see the messages you have sent to or received from other users, click My Messages in the left menu. To send a message, click the New icon in the upper right section.
Select the recipients (team, all agents, supervisor, etc.), write the message content, and click Send.
Call performance
To access your performance data, click Performance in the left menu. You can see your own performance data in the relevant area.
Click the Add/Remove button to add or edit performance data.
Select the data you want to add or remove and click Save.
Audio and microphone settings
After logging in to the softphone, select the sound input (microphone) and output (speaker/headphone) devices in the settings section and test them.
To test whether the microphone is working properly, click the microphone icon and observe the moving sound animation.
Click the Test Sound button for the headset; you hear a beep. Adjust the volume and save.
Chat screens
You can access the chat screens by clicking the Chat icon in the navigation bar at the bottom.
Receiving an incoming chat
You can accept or reject an incoming chat. On this screen, you can also see the number and queue information the chat came from.
Note: If you want an incoming chat to be shown directly on the active chat screen, use the Accept and Open button.
Active chat details
On the active chat tab, you can select a chat, manage your Busy status for upcoming chats, sort your chats, correspond with the customer, and access chat information. You can also transfer the chat and end the active chat.
Previous chats
You can access previous chats that have ended by clicking Previous Chats in the left menu.
You can search the list by number or name. Click the detail icon to open the chat details and view the conversation history.
Chats in the park
Click Chats in the Park in the left menu to list previously parked WhatsApp conversations. If you wish, you can pick them up from the park and continue the conversation.
My messages
To see the messages you have sent to or received from other users, click My Messages in the left menu. To send a message, click the New icon in the upper right section.
Select the recipients (team, all agents, supervisor, etc.), write the message content, and click Send.
Chat performance
To access your performance data, click Performance in the left menu. You can see your own performance data in the relevant area.
Click the Add/Remove button to add or edit performance data.
Select the data you want to add or remove and click Save.
Profile screen
Status section
In this field, you can select the Ready status, other statuses defined in the system, and special statuses created specifically for your operation.
Note: Make sure your status is Ready so that you can answer incoming calls.
Queue page
On the My Profile page, you can view the queues you are defined in, or click the detail button to view the queue list and performance graph. You can search by queue name.
Click the queue detail icon to view the graphical screen with queue-based performance values.
Team page
On the My Profile page, you can view the agents in the team you are defined in.
You can search by name and filter agents who are in the Ready status.
Click the detail button in the agent's section to view their extension and status information.
You can also call the agent on their extension by clicking the action button.
Role division
The Authorization section on the My Profile page displays which profile authorizations the agent has.
Password change section
In this field, you can enter your current password and create a new password that complies with the rule set defined in the system.
Theme section
To switch to night mode, open the My Profile page and click the night mode icon.
