Enable Call Recording Playback in Zoho CRM

Once Zoho CRM (Customer Relationship Management) is connected to Cloud Voice, calls that associated users make to Zoho contacts are logged in the CRM automatically. You can take this a step further by letting agents play back the recording attached to each of those call logs without leaving Zoho CRM.

Before you start

Make sure the Zoho CRM integration is already set up and active.

Turn on recording playback

1. Sign in to the Cloud Voice management portal and open Integration > CRM.

2. Find the Call Journal section and tick the Play Call Recording checkbox. When an agent presses play inside Zoho CRM, Cloud Voice serves the recording file on demand.

   Note

   How the CRM stores and safeguards recording data is handled by the CRM provider. Reach out to Zoho for specifics on their privacy practices.

   Tip

   This setting controls playback inside the CRM only. A recording has to exist for a call before there is anything to play, so confirm call recording is already turned on for the relevant extensions.

   

3. Select Save.

What happens next

Any Zoho CRM user tied to a Cloud Voice extension can now open a call log and play the matching recording, which continues to live on Cloud Voice, straight from the CRM interface.