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Telephony

In BRIX, you can configure integration with IP telephony providers to make and receive calls from customers, as well as store and analyze call data.

Telephony is available when you activate one of the paid CRM solutions, which includes BRIX Communication Management solution.

After purchasing a license, you can do the following:

  • Identify customers by phone number when receiving a call, as well as display call data in the customer's page.
  • Track missed calls with the help of alerts.
  • Listen to recordings of telephone conversations.
  • Keep statistics on calls in the Telephony workspace:
    • The Calls app stores data on incoming and missed calls as separate items. Their pages contain client data, sales rep's notes, call recording, call duration, leads and deals related to the contractor, etc.
    • The Call Log page stores information about calls in a table. You can search for call records by specific parameters. Sales reps can track their call data and sales managers can monitor employee performance. The call log can also be added to app forms as a widget, such as a lead or deal page.
  • Customize incoming, outgoing, and missed call pages. The system administrator sets the appearance of the call notification. They can specify what data about the client to show on the page and what actions to make available to the sales rep: create an event in the calendar, CRM task or note on the call page, start a business process, reassign a call, etc.
  • Create call summary page. The system administrator customizes a form that the sales rep can open from the call page. It can display additional data about the work with the client, for example, related leads, deals, requests to technical support, etc.

начало примечание

Note

Without a license for BRIX Communication Management solution, telephony features will be limited. You will be able to:

  • Set up integration with an IP telephony provider.
  • Receive and make calls.
  • Identify a client by phone number and save call data on their page.

You will not have access to the Telephony workspace, advanced call page customization, and creation of a call summary page.

конец примечание

Configure telephony

  1. Activate a license for BRIX Communication Management solution:
  • As part of one of the CRM system solutions:
    • BRIX CX (Customer Experience).
    • BRIX Sales Management.
    • BRIX CRM — outdated delivery, licensed before the release of system update version 2024.4. With an active license, telephony will be available from system version 2025.3.
  • Separately, if you do not plan to use telephony to work with sales directly. You will still have access to all telephony functions.  
  1. Connect your IP telephony provider.
  2. In Administration > Set Up Call, configure the call page and call summary page.
  3. Configure access permissions to the Telephony workspace and specify the users who will work with it. For example, only the administrator can have access to the service app, and all sales reps can have access to the call log.
  4. To store call history in sales-related apps, such as deals or leads, add the Call Log widget to their forms.
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