What this does

Shows a customer’s CRM record automatically when they call in or you call out, so you’re not searching for their details mid-call. Communicator integrates with a range of CRMs, including Salesforce, HubSpot, Zoho, Zendesk, Microsoft Dynamics, Pipedrive, SugarCRM/SuiteCRM, Vtiger, and Bullhorn.

What you’ll need

  • An active licence/account with your CRM.
  • Your CRM’s authentication details (a security token, password, or both, depending on which CRM you use).
  • If this feature isn’t available on your Bluehubcloud PBX, contact us and we’ll set it up for you.

Steps

  1. Open Communicator’s settings and go to Modules > CRM.
  2. Tick Enable CRM integration.
  3. Enter your CRM’s authentication details under Authentication — exactly what’s needed varies by CRM (token, password, or a combination).
  4. Optionally tick Sync CRM contacts to pull your CRM’s contacts into Communicator, and set a CRM contact sync timeout in minutes (defaults to around 60) to control how often it re-syncs.
  5. Under Popup Options, choose when the customer’s record should open:
  • Incoming calls — when you answer, the moment the call starts ringing, or never.
  • Outbound calls — when you dial, once it’s answered, or never.
  1. Under Logging options, choose what call information gets logged back to your CRM, or select Use the settings from the server to follow whatever your admin has set centrally.

What you should see

A customer’s CRM record opens automatically at the point you chose in step 5, for both inbound and outbound calls, once the integration is enabled and authenticated correctly.

Troubleshooting

  • Nothing pops up on calls. Confirm Enable CRM integration is actually ticked, and that your Popup Options aren’t set to Never for the call direction you’re testing.
  • The pop-up shows the wrong timing (too early or too late). Adjust the Incoming/Outbound timing option — each direction is set independently.
  • Authentication keeps failing. Double check the token/password your CRM issued — these are CRM-specific and expire or regenerate independently of your Communicator account.
  • You want company-wide defaults instead of setting this yourself. Ask your admin — logging options in particular can be centrally controlled via Use the settings from the server.

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Done for you

Prefer us to handle this? Contact Bluehubcloud support and we’ll set it up for you.