Tata Tele Business Services

Calling

Overview

Kylas Caller App helps users connect their cloud telephony apps with Kylas CRM. Users can configure this app to create new leads/contacts in the CRM whenever a call is received from a new number. Users can also initiate calls from within the system. This integration can be used with leading service providers like Exotel, My Operator, Tata Tele Business Services, etc.

How will it work?

Steps to install the application:

  1. Click on the Install app button.
  2. Click on ‘Allow and Install’.
  3. After installation, sign up on the app.
  4. Verify your email and login.
  5. Navigate to ‘Installed apps’ under Marketplace.
  6. Click on ‘View Details’ of Kylas Caller app.

How to Connect an operator's account:

  1. Login to the Kylas caller application.
  2. Navigate to the ‘Connected Accounts’ section.
  3. Click on ‘Add Connected Accounts’.
  4. Choose the operator name of your IVR service provider.
  5. Enter the required information based on the operator chosen.
  6. Click ‘Save’.
  7. From the connected accounts listing app, copy the Webhook URL and paste it into the Webhook section of your IVR service provider in order to receive call logs automatically.

How to Add users in the app:

  1. Navigate to ‘Manage Users’ inside the SMS app.
  2. Click on ‘Add User’.
  3. Enter the Name and Email of the user.
  4. Choose the Role from Member or Admin.
  5. Choose the corresponding Kylas user from the list of Users available in your Kylas account.
  6. Click on Save.
  7. The users who have been added as an ‘Admin’ on the Kylas caller app, will be able to view all menu items in the application such as Call logs, Connected Accounts, Manage Users, API Keys.
  8. However, the users who have been added as ‘Members’, will be able to view only the following menu items Call logs and they will be able to view logs of the calls made or received by them.

How to map Agents on the Kylas caller app:

  1. On the connected accounts listing page of Kylas caller application, Click on view agents.
  2. Click on the ‘Add Agent’ button.
  3. Map the Kylas caller user with the Agent of your IVR service provider.
  4. These users will be stored as owners of the calls that they receive through the IVR.

How to Call using click to call application from Kylas Sales CRM:

After installing the Kylas caller application and configuring your account:

  1. Login to Kylas Caller application.
  2. Navigate to Kylas Sales CRM.
  3. Navigate to any Lead or Contact listing page or Details page.
  4. Click on the blue color call icon shown with the Lead or Contact’s phone number.
  5. Click on the operator name that you want to use from the available options.
  6. The call will be placed.
  7. After the call is disconnected, navigate to the Lead or Contact’s details page call log section to view the call log.
  8. The call recordings are also attached with every call log after a few minutes provided that the IVR has the ability to send recordings.

Permissions

It requests for the following permissions:

  • Contact:

    Read, Read All, Write, Update, Call
  • Lead:

    Read, Read All, Write, Update, Call
  • Call:

    Read, Read All, Write, Update, Update All
  • Company:

    Read, Read All
  • Pipeline:

    Read, Read All
  • Search List:

    Read
  • User:

    Read
  • Team:

    Read
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