Set up Call Popup

Once Zoho CRM (Customer Relationship Management) is connected to Cloud Voice, an incoming call from someone already stored in your CRM can bring that person’s record straight to the screen in a new browser tab. Out of the box this happens automatically whenever a CRM user receives such a call, but you can fine-tune the behavior per extension: have the record open on a specific call event, or leave it to the user to open on demand during the call.

Before you begin

Make sure the Zoho CRM integration is already in place. The call popup relies on that connection to look up contacts.

Configure the popup

1. Sign in to the PBX web portal and open Extension and Trunk > Extension.

2. Locate the extension that belongs to the CRM user and click the edit icon to open its settings.

   

3. Go to the Cloud Voice App Clients tab, find the client you want to configure, and turn on Open Contact URL Using System-Integrated CRM.

4. Under Popup Method, choose how the contact record should appear:

   • To have the record open on its own, select Automatically (Only for Incoming Calls), then pick a Trigger Event to decide the moment the popup fires:

     

     • Ringing: the record opens as soon as the inbound call from a CRM contact starts ringing.
     • Answered: the record opens once the user picks up the call.
     • Call End: the record opens after the call with the CRM contact finishes.

   • To let the user open the record themselves, select Manually. The record will not appear on its own; the user opens it during the call.

   Tip

   If you are not sure which trigger to pick, Ringing is the most useful default: the caller’s record opens before the user answers, so they can see who is calling and greet the contact by name.

5. Click Save.

What happens on a call

• With automatic popup enabled, the moment your chosen trigger event occurs on an inbound call from a CRM contact, a new browser tab opens showing that contact’s details pulled from Zoho CRM.

  

• With manual popup enabled, the user opens the record on demand by clicking the CRM label on the call window while connected to the CRM contact.

  

Note

Browsers often block automatic pop-up windows and redirects. If the tab does not appear, click the blocked-content icon in the address bar, allow pop-ups and redirection for the site, then click Done.