Overview
The InfinityOne Zoho CRM integration allows users to place and receive calls directly within Zoho CRM using the embedded InfinityOne CRM Workspace.
The CRM Workspace provides integrated call handling capabilities directly within the Zoho CRM interface, allowing users to manage inbound and outbound calls without leaving the CRM environment.
Users can:
- Receive inbound call notifications and CRM screen pops
- Place outbound calls using click-to-dial
- Manage active calls using embedded call controls
- Automatically log call activity within Zoho CRM
Accessing the CRM Workspace
After the Zoho CRM integration has been configured by the system administrator, the InfinityOne CRM Workspace will appear within Zoho CRM.
Users may be prompted to log in to InfinityOne when accessing the CRM Workspace for the first time.
- Log in to Zoho CRM.
- Open the InfinityOne CRM Workspace.
- Enter your InfinityOne username and password if prompted.
- Verify that your extension and user status are displayed correctly.
Call Handling in the InfintyOne Dialpad
Making Outbound Calls
Outbound calls can be placed directly from the InfinityOne CRM Workspace or by using click-to-dial from Zoho CRM contact records.
Using the Dialpad
- Open the InfinityOne CRM Workspace.
- Enter the destination number using the dialpad.
- Click the Call button to place the call.
Using Click-to-Dial
- Open a Zoho CRM contact or lead record.
- Click the desired phone number.
- The InfinityOne CRM Workspace initiates the outbound call automatically.
Receiving Incoming Calls
When an inbound call is received, the InfinityOne CRM Workspace displays the incoming caller information directly within Zoho CRM.
If the incoming caller matches an existing Zoho CRM contact or lead, the associated CRM record may be displayed automatically.
Users can:
- Answer the call
- Reject the call
- Mute the microphone
- Place the call on hold
- Transfer the call
Using Call Controls
The InfinityOne CRM Workspace provides integrated call controls during active calls.
Available controls may include:
| Control | Description |
| Answer | Answers an incoming call. |
| Hang Up | Terminates the active call. |
| Hold | Places the active call on hold. |
| Mute | Temporarily disables the local microphone. |
| Transfer | Transfers the active call to another extension or destination. |
| Dialpad | Provides DTMF keypad functionality during active calls. |
Call Activity Logging
Depending on the system configuration, completed calls may automatically generate activity records within Zoho CRM.
Logged information may include:
- Call direction
- Call duration
- Time and date
- Associated Zoho CRM contact or lead
Call logging behavior may vary depending on the Zoho CRM integration configuration defined by the system administrator.
Browser Permissions
The InfinityOne CRM Workspace requires browser access to the local microphone and audio devices in order to place and receive calls.
If prompted by the browser:
- Allow microphone access
- Allow audio playback permissions
- Allow browser notifications if desired
If browser permissions are denied, call audio functionality may not operate correctly.
Troubleshooting
| Issue | Possible Resolution |
| CRM Workspace does not appear | Refresh the browser or contact the system administrator. |
| Unable to place calls | Verify that you are logged in to InfinityOne. |
| No audio during calls | Verify browser microphone and speaker permissions. |
| CRM contact does not appear for inbound calls | Verify that the incoming caller number exists in Zoho CRM. |
| Repeated login prompts | Verify browser cookie settings and allowed site permissions. |
