Telephone caller ID connected to CRM system

[BGARK]

Can anyone recommend a system or way to connect incoming landline telephone calls to office PC's.

To allow access to a CRM database so we can see who is calling before the phone is picked up.


Thanks.

[grumbas]

It'll boil down to which phone system you have and whether it has the necessary functions, coupled with the options available in your CRM system.

I'd speak to the people that make your CRM system and go from there...

[anonymous-user]

BGARK said:

Can anyone recommend a system or way to connect incoming landline telephone calls to office PC's.

To allow access to a CRM database so we can see who is calling before the phone is picked up.

We use a 3cx phone system linked to Salesforce for the CRM.

It does exactly what you have described.

[BGARK]

Thanks for the comments, I have contacted the CRM people we are using: www.capsulecrm.com

First I need to know if they even support this process.

If so I will then need to source a suitable managed VOIP provider.

[anonymous-user]

BGARK said:

First I need to know if they even support this process.

If so I will then need to source a suitable managed VOIP provider.

Agree. You tend to find the phone system providers only create the specific software to link with the most popular CRM solutions.

Otherwise you are using a general API, which might work, but I would imagine getting it supported could be more difficult.

On the phone system, it isn't just VOIP solutions which will work. You can also use ISDN2 lines with the correct PBX software.

[mischmusch]

We have this set up via Close.io CRM and use a tel company called: smart-numbers.net, I recommend Charlie, very helpful. (not affiliated in any way with either)

[BGARK]

This has been a real pain in the backside.

Capsule CRM doesn't support this process.

Surely making calls and logging in CRM should be out of the box, what are these companies thinking when they design their software, caller ID has been around for years!

[944fan]

BGARK said:

This has been a real pain in the backside.

Capsule CRM doesn't support this process.

Surely making calls and logging in CRM should be out of the box, what are these companies thinking when they design their software, caller ID has been around for years!

Capsule is a online hosted system isn't it? Makes it a lot harder to connect to your office phone system.

Much easier when you have desktop software and an office IP phone system.

Not that its impossible with online software but a lot of dev required

[VEIGHT]

It's a nightmare!

[BGARK]

VEIGHT said:

It's a nightmare!

Tell me about it, when I started looking at this I thought it must be an out of the box option these days.

All you get is a load of tech speak and jargon from IT nerds, just give me a system that works and I will pay for it!!

[VEIGHT]

Our system integrates with TAPI. Our phone system will only work with 32bit PC's so we all had crap PC's until we forked out for a new phone system at a huge cost.

It now works for everyone but one person!

Once setup it's awesome though.

We answer the phones to some clients 'Hi John, It's VEIGHT speaking - how are you?'

[BGARK]

VEIGHT said:

Our system integrates with TAPI. Our phone system will only work with 32bit PC's so we all had crap PC's until we forked out for a new phone system at a huge cost.

It now works for everyone but one person!

Once setup it's awesome though.

We answer the phones to some clients 'Hi John, It's VEIGHT speaking - how are you?'

What is your system?

[otolith]

Can't be that hard, take-aways and taxi companies have it!

[anonymous-user]

otolith said:

Can't be that hard, take-aways and taxi companies have it!

It isn't hard; it just requires careful selection of the compatible products and someone to configure it.

For our system, I paid the company who provide our phone system to do it.

[VEIGHT]

BGARK said:

VEIGHT said:

Our system integrates with TAPI. Our phone system will only work with 32bit PC's so we all had crap PC's until we forked out for a new phone system at a huge cost.

It now works for everyone but one person!

Once setup it's awesome though.

We answer the phones to some clients 'Hi John, It's VEIGHT speaking - how are you?'

What is your system?

I've sent you the details.

[Bikerjon]

Yes when you consider the takeaway business setup it does make you wonder sometimes! However, that's almost a turnkey system.

I use Capsule with Google Apps. My Capsule contacts sync automatically with Google which then syncs with the address book on my Mac. My voip software uses my Mac address book and when the phone rings I can see who's calling. It's a very small scale setup but it all works perfectly with minimal effort. It won't automatically present the caller within Capsule itself, but that's not essential for me.

[jammy_basturd]

Base CRM does this (or something similar): https://getbase.com/solutions/native-automatic-dia...

Would mean switching CRM, but might be a easier/simpler option in the long run.

[droopsnoot]

otolith said:

Can't be that hard, take-aways and taxi companies have it!

It's really easy to do with a single incoming line and a single PC. It gets much more difficult as soon as you have to deal with multiple lines and multiple screens.