Integration of Telegram Call Gateway with CRM systems

If your employees use a CRM system for handling incoming and making outgoing calls, then in order to integrate the Gateway with CRM it is enough that your PBX supports the function of connecting external numbers (was not locked to use one service provider), or it had the ability to connect another external SIP connector.

Our Gateway for Telegram calls successfully works with such systems as Bitrix24, AMO CRM, Retail CRM, SalesForce CRM, Pipedrive CRM and many others. In most cases, the integration is done through a plug-in module for SIP telephony (virtual PBX).

Some CRM systems, such as Bitrix24, support the connection of additional external SIP connectors (besides the main PBX). In this case you can connect the gateway as an external SIP-connector, regardless of what PBX is used and whether it supports the ability to connect external lines, which are also called trunk (VoIP Trunk).

Usually when configuring the gateway used registration option PBX->SIP.TG (the bot gets details to connect to the gateway and they are specified in the settings PBX). Most popular virtual PBX (onlinepbx, uis, etc.) and office PBX (Asterisk, Panasonic, Oktell, FreeSWITCH, SipXecs, Yate, FreePBX, etc.) provide this option.

Incoming calls to CRM from the Gateway

Incoming calls to CRM from the Gateway come as usual. Employees' work scenarios with CRM are almost unchanged.

Indication that the call came from Telegram is either by the prefix of the caller number (set on the side of @siptg_bot), or by the name of the line through which the call came.

Call records, if they were made, become available in the corresponding CRM Contact or Transaction card, depending on your settings for calls from the Gateway are created new Contacts, Lids or Deals.

When you call from Telegram, userid, username or phone number can come as a subscriber number. What type of number is used is defined in the settings of the specific method of communication with PBX on the side of @siptg_bot.

Also, in PBX or CRM as the name of the subscriber can come the Telegram username, its Username (if set) or Phone (if not hidden by privacy settings).

Features of outgoing calls from CRM to Telegram

Depending on the settings on the @siptg_bot side, one of three values can be used as the user number to call him in Telegram:

Telegram UserID, 5 to 20 digits
  • By UserID you can call a user first, only if there was already some correspondence with him or there was an incoming call from the user to the Gateway account.
  • Calls on such internal Telegram numbers are only possible through the Gateway, you cannot call such numbers from a regular Telegram application (they are not displayed in the applications interface)
  • If your CRM system or the telephony solution it uses supports outgoing line selection, it is sufficient to specify the appropriate line for outgoing calls to the following numbers
  • Many PBX allow you to set up outgoing calls to Telegram through the Gateway line if the number starts with a certain prefix, such as a zero (or an asterisk *).

Username of the Telegram user, in Latin letters and numbers
  • May not be installed by the user
  • Often PBX do not support the ability to call such character numbers

The phone number to which the user's Telegram account is registered
  • Can be hidden by privacy settings, then the phone number on the Telegram account associated with it cannot be called
  • Many PBX allow you to set up outgoing calls to Telegram through the Gateway by adding a prefix to phone numbers when dialing them. For example, if a number starts with two zeros (similar to UserID, see above), then it should be the Gateway to Telegram.

If there are problems integrating the gateway with your CRM system, contact support.

Read more about the settings on the side PBX

See also

How to set up Gateway mode to receive and make calls through the company's single Telegram account

How to receive calls from Telegram at PBX via SIP.TG , as well as make outgoing calls on behalf of a single Telegram account of the company

What users see when calling a single Telegram account via SIP.TG, the set of functions available to them (DTMF, Autoanswer, Line selection, Call back button, specifying the internal number and calling via Callback)

Limitations and specifics of making voice calls in Telegram via the SIP.TG Gateway

Payment options for the SIP.TG gateway for transferring calls between Telegram and SIP telephony

Purpose, benefits, installation and configuration of own Worker servers for SIP.TG

Purpose, benefits, installation and configuration of your own Telegram Session Store for SIP.TG

The crux of the problem with the tg2sip library (libtgvoip) with Telegram clients on Android and the proposed solution from SIP.TG