Click2Call User Guide

Introduction

Following this guide you will learn how to configure multiple telephony providers for click-to-call functionality, set up agent numbers for staff members, manage call logs and analytics, integrate with various VoIP platforms including Omega, Commpeak, Voiso, Twilio and others, and enable direct calling from customer records within CRM.

This will give you a professional telephony integration system that allows staff to make outbound calls directly from the CRM interface, track call performance and success rates, manage multiple provider configurations, and maintain comprehensive call logs for customer interactions across various telecommunications platforms.

What is Click To Call?

Click2Call is a professional telephony integration module for CRM that enables direct calling functionality through multiple VoIP providers. It provides seamless integration with popular telephony platforms, agent number management, call logging, and comprehensive analytics for outbound calling activities.

Key Features

- Multi-Provider Support: Integration with 11+ telephony providers
- Agent Number Management: Staff-specific phone number configuration
- Call Logging: Comprehensive call tracking and analytics
- Dashboard Analytics: Success rates and performance metrics
- Direct CRM Integration: Click-to-call from customer records
- Provider Configuration: Flexible API settings per provider
- Call Testing: Test functionality for each agent number

Supported Providers

Primary providers
- Omega Telecom: Domain-based API integration
- Commpeak: API key authentication system
- Voiso: Call center platform integration
- Twilio: Voice and SMS platform
- Octella: Virtual number group management
- SafeBit: Secure calling platform
- SquareTalk: Domain-based voice services
- MMD: Login-based authentication
- Coperato: URL endpoint integration
- PrimeTCM: Telecommunication services
- GlobalCall: International calling platform

Core Components

1. Provider Management

- Provider Configuration: API credentials and settings
- Multi-Provider Support: Configure multiple providers simultaneously
- Provider Status: Enable/disable specific providers
- Authentication Methods: Various authentication schemes per provider

2. Agent Number Management

- Staff Assignment: Assign phone numbers to staff members
- Provider Association: Link agent numbers to specific providers
- Number Testing: Test functionality for each configuration
- Multiple Numbers: Support multiple numbers per staff member

3. Call Management

- Direct Calling: Click-to-call from CRM interface
- Call Logging: Automatic call record creation
- Session Tracking: Track call sessions and outcomes
- Retry Functionality: Retry failed calls

4. Analytics and Reporting

- Success Rates: Call success percentage tracking
- Recent Calls: Dashboard view of latest calls
- Call Logs: Detailed call history and filtering
- Performance Metrics: Provider and staff performance

Setup Instructions

Prerequisites

System Requirements:
- Active CRM installation
- Staff permissions for Click2Call management
- Provider account with chosen telephony service
- Internet connection for API communication

Step 1: Module Permissions

Permission Configuration:

• Go to Setup > Staff > Staff Members
• Edit staff member permissions
• Click2Call Permissions:
  -

View: Access Click2Call features
- Create: Add agent numbers and make calls
- Edit: Modify agent number configurations
- Delete: Remove agent numbers and logs

Step 2: Provider Configuration

Settings Configuration:
Go to Click2Call > Settings
Provider Setup: Configure one or more providers
Available Providers:

Step 3: Agent Number Setup

Adding Agent Numbers:
Go to Click2Call > Agent Numbers
Click Add Agent Number
Configuration:
- Staff Member: Select staff member
- Provider: Choose telephony provider
- Agent Number: Enter provider-assigned number
- Agent Name: Optional descriptive name
- Status: Active/Inactive

Staff Profile Integration:
- Agent numbers appear in staff profile tabs
- Staff can manage their own numbers
- Multiple numbers per staff member supported
- Provider-specific configurations

Step 4: Testing Configuration

Agent Number Testing:
Go to Agent Numbers list
Click Test Call for specific agent number
Test Process:
- Enter test phone number
- Click Make Test Call
- Verify call initiation
- Check call logs for results

Core Features Usage

Making Calls

Direct Calling:
Navigate to customer/lead record
Phone Number Click: Click any phone number
Call Modal: Call initiation dialog appears
Provider Selection: System uses configured provider
Call Initiation: Call connects via selected provider

Call Process:
- System checks staff agent number
- Validates provider configuration
- Initiates call through provider API
- Creates call log entry
- Tracks call status and outcome

Call Management

Call Interface:
- Call Modal: Pop-up interface for calls
- Progress Tracking: Call status updates
- Session Management: Track active calls
- Error Handling: Display connection issues

Call Logging:
- Automatic Logging: All calls logged automatically
- Session IDs: Unique call identifiers
- Status Tracking: Success/failure recording
- API Response: Provider response logging

Dashboard Analytics

Dashboard Overview:
Go to Click2Call > Dashboard
Key Metrics:
- Success Rate: Percentage of successful calls
- Recent Calls: Latest call activities
- Provider Status: Configuration overview
- Agent Numbers: Setup status

Performance Metrics:
- Total Calls: Call volume statistics
- Success Rate: Call completion percentage
- Failed Calls: Error tracking
- Provider Performance: Provider-specific metrics

Call Logs Management

Viewing Call Logs:
Go to Click2Call > Call Logs
Log Information:
- Staff Member: Caller information
- Contact Number: Called number
- Contact Type: Customer/Lead classification
- Provider: Used telephony provider
- Status: Call outcome
- Date: Call timestamp
- Session ID: Unique call identifier

Filtering Options:
- Status Filter: All/Successful/Failed calls
- Staff Filter: Filter by staff member
- Date Range: Time period selection
- Provider Filter: Filter by provider

Call Log Details:
- Call Information: Complete call details
- API Response: Provider response data
- Error Messages: Failure reason details
- Retry Option: Retry failed calls

Advanced Features

Call Retry Functionality:
Open failed call log
Click Retry Call
Confirm retry action
New call initiated with same parameters

Multiple Provider Management:
- Provider Switching: Automatic failover options
- Load Balancing: Distribute calls across providers
- Provider Priority: Configure preferred providers
- Cost Optimization: Route calls based on costs

Provider Integration Details

API Integration Patterns

Authentication Methods:
- API Key: Simple key-based authentication
- Username/Password: Basic authentication
- Token-based: OAuth or similar token systems
- Domain-based: URL endpoint authentication

Call Initiation Process:
Number Validation: Check phone number format
Provider Selection: Choose configured provider
API Request: Send call request to provider
Response Handling: Process provider response
Log Creation: Record call attempt and outcome

Provider-Specific Features

Limitations

Technical Constraints

Provider Dependencies:
- Internet Connection: Required for API communication
- Provider Availability: Dependent on provider uptime
- API Limits: Provider-specific rate limits
- Authentication: Valid credentials required

System Limitations:
- Browser Compatibility: Modern browser required
- Permission Dependencies: Staff permissions control access
- Configuration Requirements: Each provider needs setup
- Number Format: Provider-specific format requirements

Operational Constraints

Call Management:
- One Provider per Call: Cannot mix providers in single call
- Agent Number Required: Staff must have configured number
- Manual Configuration: Each staff/provider combination needs setup
- Provider-Specific: Features vary by provider

Troubleshooting

Provider Connection Issues

Authentication Failures:
- Check Credentials: Verify API keys, usernames, passwords
- Provider Status: Confirm provider account is active
- Network Issues: Test internet connectivity
- API Endpoints: Verify correct URLs and endpoints

Call Initiation Problems:
- Agent Number: Verify staff has configured agent number
- Provider Selection: Ensure provider is active and configured
- Phone Format: Check number format requirements
- Account Balance: Verify provider account has sufficient balance

Configuration Issues

Agent Number Problems:
- Duplicate Assignment: Check for duplicate provider assignments
- Provider Validation: Verify each staff/provider combination
- Number Format: Ensure correct format for provider
- Test Calls: Use test functionality to verify setup

Provider Configuration:
- API Settings: Verify all required fields completed
- Provider Status: Ensure provider is enabled
- Authentication: Test API credentials
- Endpoint URLs: Confirm correct API endpoints

Performance Issues

Call Quality Problems:
- Provider Selection: Try different provider
- Network Quality: Check internet connection stability
- Provider Status: Verify provider service status
- Account Limits: Check for usage restrictions

System Performance:
- Database Optimization: Regular maintenance for call logs
- Log Cleanup: Archive old call logs if needed
- Provider Response: Monitor API response times
- Concurrent Calls: Check system limits

Best Practices

Provider Management

Multi-Provider Strategy:
- Redundancy: Configure multiple providers for backup
- Cost Optimization: Use different providers for different regions
- Quality Monitoring: Track success rates by provider
- Load Distribution: Balance calls across providers

Agent Number Management

Staff Configuration:
- Unique Numbers: Assign unique numbers per staff/provider
- Regular Testing: Periodic test calls to verify functionality
- Documentation: Maintain record of number assignments
- Training: Train staff on click-to-call procedures

Call Management

Effective Calling:
- Number Verification: Verify phone numbers before calling
- Provider Selection: Choose appropriate provider for destination
- Call Timing: Consider time zones for international calls
- Follow-up: Log call outcomes and follow-up requirements

Analytics and Monitoring

Performance Tracking:
- Success Rates: Monitor overall and provider-specific rates
- Call Volume: Track calling activity by staff and time
- Error Analysis: Investigate failed call patterns
- Provider Performance: Compare provider effectiveness

Conclusion

Click2Call provides comprehensive telephony integration for CRM, enabling direct calling functionality through multiple VoIP providers with complete call tracking and analytics. The module streamlines customer communication by integrating calling capabilities directly into CRM workflows.

For successful implementation:
- Configure at least one telephony provider properly
- Set up agent numbers for all calling staff
- Test configurations before production use
- Monitor call success rates and provider performance
- Train staff on proper calling procedures

This telephony integration enables businesses to improve customer communication efficiency, maintain detailed call records, and optimize calling operations through provider analytics and performance monitoring.

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