CRMViet integration

Connecting your PBX to your CRM lets staff call customers, update the information customers ask for, and look up customer details, all inside the same software.

Key CRMViet features include:

• Click to call: Click any phone number to make an outbound call from CRMViet.
• Popup: Caller details appear automatically, so customer-care staff can quickly see who is calling and what was done with the customer before.
• Call recording and call records: The recording keeps the conversation between both sides, so customer-care staff and managers can listen to it again. This helps you look after customers better.

Set up extensions in CRMViet and access the CCALL Cloud API#

First, sign in to the CRMViet admin account

In the CRM admin interface, choose:

Support (Hỗ trợ) → PBX (Tổng đài) → PBX settings (Thiết lập tổng đài)

Enter all the PBX details provided by ePacific

Set up extensions in CRMViet

1. Settings (Cài đặt) → choose Staff (Nhân viên)

2. Choose Edit (Sửa) on the staff account you want to assign an extension to

3. Enter the Extension number (Số máy lẻ) and Extension password (Pass số máy lẻ) from your ePacific PBX details → click Update (Cập nhật) to save, and you can start making calls.

Access the CCALL Cloud API

1. To listen to a recording or download it to your computer:

Choose Support (Hỗ trợ) -> PBX (Tổng đài) -> Call history (Lịch sử cuộc gọi)

Here you can listen to and download the recording

2. Add customer details: If the caller is a new customer, after the call you can add their details to the system so it is easier to help them next time.

3. Choose Add new (Thêm mới)

Then add the new customer's contact details

Use the CRMViet CallCenter module (Webphone) with the CCALL Cloud PBX#

1. Outbound calls: Go to the customer list, move the mouse to a phone number and click it to place the call.

2. Inbound calls: When a customer calls, you can answer right in the software. A popup appears in the bottom-right corner of the screen; click the “answer” icon to take the call.