CRM Integration – FAQ

This topic provides answers to commonly asked questions about CRM integration.

FAQs

Why did PBX fail to synchronize the existing contacts in Zoho CRM?

This could be caused by a fields access permission problem. The PBX could not access the required fields within the modules you want to synchronize from, resulting in contact synchronization failure. In this case, you should check if the following required fields of the modules are properly configured in Zoho CRM.

Module Accounts Leads Contacts
Required Field
  • Phone
  • Fax
  • Phone
  • Mobile
  • Fax
  • Phone
  • Home Phone
  • Other Phone
  • Asst Phone
  • Mobile
  • Fax
Check if all the required fields has been created in the modules
  1. Log in to your Zoho CRM, click at the top-right corner.

  2. In the Customization section, click Modules and Fields.

  3. Check if the required fields of the modules have been created.
    1. Hover your mouse on beside the desired module, then click Fields.

    2. At the top-right corner of the fields list, click Create and Edit Fields.

    3. In the module information section, check if the required fields are displayed.

      Tip: If a required field was removed unexpectedly, you can find it in the Unused Fields list. To resume the removed field, drag and drop the field from the Unused Fields list to the module information section, then save the changes.

Check if the permission of the required fields has been set as "Read and Write"
  1. Log in to your Zoho CRM, click at the top-right corner.

  2. In the Customization section, click Modules and Fields.

  3. Check the filed permission of the required fields.
    1. Hover your mouse on beside the desired module, then click Fields.

    2. Click the Field Permissions tab, then select the Standard profile.

    3. Search for the required field, check if the field permission is set to Read and Write.

Why does the PBX create a new contact on an incoming call when the contact already exists in Salesforce CRM?

This could be caused by a field permission issue where the required field is not visible, so that the PBX doesn't have read or write access to the field of the object you want to synchronize from. In this case, you need to adjust the field accessibility settings for the following fields of the Account and Contacts objects in Salesforce CRM.

Object Account Lead Contact
Required field
  • Account Name
  • Phone
  • Fax
  • Description
  • Name
  • Phone
  • Fax
  • Email
  • Description
  • Name
  • Account Name
  • Phone
  • Home Phone
  • Mobile Phone
  • Other Phone
  • Asst. Phone
  • Fax
  • Email
  • Mailing Address
  • Description
Here takes the Home Phone field in the Contact object as an example to show how to review the field permission.
  1. Log in to Salesforce CRM, click at the top-right corner, then click Setup.

  2. On the left navigation bar, go to PLATFORM TOOLS > Objects and Fields > Object Manager.

  3. Search for the desired object, then click the label to enter the object details page.

  4. Go to the Fields & Relationships tab, search for the field, then click on the label to enter the field details page.

  5. Click Set Field-Level Security.

  6. In the Field-Level Security for Profile section, select the checkbox of Visible, then click Save.