This article describes how to integrate CommPeak Dialer with Zoho CRM so that you can manage your CRM leads in your Dialer.

Step 1: Install the Integration App

1. Start by connecting your CRM with CommPeak via Zoho One-Click Integration.

2. Enter your Zoho credentials to log in to your CRM account.

   

3. Choose a CRM production account to connect with CommPeak.

   

4. Provide permissions to CommPeak to access your data - click Accept.

   

   
   

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   Understanding Zoho permission requirements

   This scopes set allows CommPeak to:
   ✔️ Read and update leads and contacts.
   ✔️ Assign leads and contacts to specific users.
   ✔️ Create and update call and note records.
   ✔️ Execute complex queries using COQL.
   ✔️ Integrate with Zoho PhoneBridge for real-time call logging and searching (C2C)

   • org.READ : Grants permission to read organization-level information. Identifies the customer’s unique ID within Zoho CRM. Allow CommPeak to identify customer Unique ID in our system.
   • modules.READ : Grants read access to all module data in Zoho CRM. Allows reading records from all standard and custom modules (e.g., Leads, Contacts, Deals). Needed to sync data or display it within CommPeak.
   • users.READ : Grants permission to list all users in the Zoho CRM account. Needed to sync Zoho CRM users with CommPeak.
   • settings.READ - Grants permission to read CRM settings and metadata. Allows fetching metadata such as field definitions, picklists, and custom settings. Needed to sync leads / contacts special fields metadata.
   • change_owner.CREATE: Grants permission to change the owner of a record (e.g., lead). Needed to assign leads or contacts to a specific user within Zoho CRM.
   • mass_update.Leads.UPDATE: Grants permission to update multiple lead records simultaneously. Enables batch updates for lead status and phone numbers.
   • modules.Leads.UPDATE: Grants permission to update individual lead records. Allows updating fields like lead status, phone number, and other lead data. Needed to sync real-time changes from your product to Zoho CRM.
   • modules.Leads.READ: Grants permission to read all lead records. Enables fetching the list of leads and their data. Needed for displaying lead information.
   • modules.Notes.CREATE: Grants permission to create notes on records. Allows adding comments or notes to leads. Helps maintain a history of interactions with leads.
   • modules.Calls.CREATE: Grants permission to create call records. Allows logging call records (CDR) after a call with a lead. Helps maintain a history of interactions with leads.
   • modules.Calls.UPDATE: Grants permission to update call records. Allows updating call status or details after a call with a lead. Helps in adding follow-ups or tagging calls with outcomes.
   • coql.READ : Grants permission to fetch data using the CRM Object Query Language (COQL). Needed for complex or custom queries to fetch specific records or metrics. Useful for generating reports or analyzing data.
   • mass_update.Contacts.UPDATE: Grants permission to update multiple contact records simultaneously. Enables bulk updates of contact status and phone numbers. Useful for data migration or regular updates.
   • modules.Contacts.UPDATE: Grants permission to update individual contact records. Allows updating contact details like phone numbers. Ensures real-time synchronization of contact data.
   • modules.Contacts.READ: Grants permission to read all contact records. Enables fetching a list of contacts and their data. Needed for displaying contact information within CommPeak.
   • PhoneBridge.call.log: Grants permission to log call activity through the PhoneBridge API. Allows logging click-to-call (C2C) activity. Used for tracking call history and linking it to CRM records.
   • PhoneBridge.zohoone.search: Grants permission to search data within Zoho CRM using the PhoneBridge API. Needed for searching records (e.g., leads, contacts) during a call. Allows displaying customer information in real-time during calls.

   
   

5. Enter your CommPeak Portal account credentials, verify that you are human, and click Login.

6. Select your CommPeak account and then click Authorize.

7. The system will redirect you to the CommPeak Portal home page.

✔️ Congratulations! The installation is complete.

Step 2: Integrate Your Dialer Account with the Zoho Connection

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NOTE

Please coordinate with your Dialer manager to align your setup:

1. Your Dialer manager must add a Zoho adapter in your Dialer account.
2. Your Dialer manager will provide a dedicated Webhook URL for Step 3

Step 3: Complete Setup in Zoho

In your CRM, you need to perform additional steps as follows.

1. Go to Settings > Workflow Rules > Create Rule > Choose criteria.

2. Insert the following data:

   • import group URL

     

   • and basic auth.

     

3. Select the fields to push to the Dialer.
   id, Phone, Created_Time and Modified_Time are mandatory.

Troubleshooting

When you click Login / Update Scope in [Step 3] above, you can get an error authorizing the adapter:

To resolve the issue:

1. In your CommPeak Dialer platform, go to Settings > CRM Integrations Management.

2. Find the Zoho integration in the CRM Integrations table.

3. Go to the Actions column, expand Actions and select Edit.

4. Find the Login URI field. If it is https://accounts.zoho.com, replace the top-level domain part with that from your Zoho CRM URL, for example:

   

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NOTE

Check your Zoho CRM URL to see if it ends with .eu, sg., etc.

5. Click Save.
6. Complete the Step 2 again.