Gateway integration for Telegram- calls with CRM systems

If your employees use a CRM system to process incoming and make outgoing calls, then to integrate the Gateway with CRM it is enough that your PBX supports the function of connecting external numbers (it was not locked to the use of one telecom operator), 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, integration occurs through a plug-in module for SIP telephony (virtual PBX).

Some CRM systems, for example, Bitrix24, support the connection of additional external SIP connectors (except for the main PBX). In this case, the Gateway can be connected precisely as an external SIP connector, regardless of what kind of PBX is used and whether it supports the ability to connect external lines, which are also called trunks (VoIP Trunk).

Typically, when configuring the Gateway the registration option PBX->SIP.TG is used (the bot receives the details for connecting to the Gateway and they are indicated in the PBX settings). Most popular virtual PBXs (onlinepbx, uis, etc.) and office PBXs (Asterisk, Panasonic, Oktell, FreeSWITCH, SipXecs, Yate, FreePBX, etc.) provide this opportunity.

Incoming calls to CRM from the Gateway

Incoming calls to CRM from the Gateway arrive as usual. The scenario for employees working with CRM remains virtually unchanged.

An indication that a call came from Telegram is either by the prefix of the subscriber's number (set on the @siptg_bot side), or by the name of the line through which the call came.

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

When calling from Telegram, the userid, username or phone number of the user can be received as the subscriber number. What type of number is used is determined in the settings of a specific method of communication with the PBX on the @siptg_bot side.

Also, the PBX or CRM may receive the Telegram username, his Username (if installed) or Phone (if not hidden by privacy settings) as the subscriber’s name.

Features of outgoing calls from CRM to Telegram

As a user number to call him in Telegram, depending on the settings on the @siptg_bot side, you can use one of three values:

UserID of the Telegram user, from 5 to 20 digits
  • Using UserID, you can call the user first only if there has already been some kind of correspondence with him or her before, or there was an incoming call from the user to the Gateway account.
  • Calls to such internal Telegram-numbers are only possible through the Gateway; from the regular Telegram application you cannot call this subscriber number (it is not displayed in the application interface)
  • If your CRM system or the telephony solution used in it supports the ability to select an outgoing line, then it is enough to indicate the appropriate line for outgoing calls to such numbers
  • In many PBXs, you can configure outgoing calls to Telegram through the Gateway line if the number begins with a certain prefix, for example, zero (or an asterisk *).

Username of the Telegram user, from Latin letters and numbers
  • May not be installed by the user
  • Often PBXs do not support the ability to call such symbolic numbers

Phone number registered to Telegram-user account
  • It may be hidden by privacy settings, then you cannot call the phone number on the Telegram account associated with it
  • In many PBXs, you can configure outgoing calls to Telegram via the Gateway line by adding a prefix to phone numbers when dialing them. For example, if a number begins with two zeros (by analogy with UserID, see above), then you need to call it through the Gateway in Telegram.

If you have problems integrating the gateway with your CRM system, please contact support.

More details about the settings on the PBX side

See also

How to set up Gateway mode to receive and make calls through a single Telegram-company account

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

What do users see when calling a single Telegram-account via SIP.TG, a set of functions available for them (DTMF, Auto Answer, Line selection, Call Back button, specifying an extension number and calling via Callback)

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

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

Purpose, advantages, procedure for installing and configuring your own Worker servers for SIP.TG

Purpose, advantages, procedure for installing and configuring your own Session Storage Telegram for SIP.TG

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