This document provides a step-by-step guide to integrating Zoho CRM with Acefone Dialer for seamless calling and call logging. The integration enables users to make calls directly from Zoho, log call details, and access call recordings.

Prerequisites

Before starting the integration, ensure you have the following:

1. Acefone Requirements:

Acefone Admin Account (for setting up telephony integration)
Acefone Agent Account (for making/receiving calls)
Acefone API Token (needed for authentication and API access)
Dialer Campaigns Setup:
- At least one empty lead list assigned to the campaign throughout the campaign duration

2. Zoho Requirements:

Zoho Account with active Telephony Integration module
Zoho API Permissions (enabled for telephony, leads, and marketplace access)
Marketplace Access (to install and configure Universal Telephony Connector)

Integration Steps

Follow the steps below to set up the integration.

Step 1: Enable Zoho Dialer Integration with Acefone

Log into your Acefone India Account.
Navigate to the Integrations Tab from the side-navigation panel.
In Dialer integration, click on enable for Zoho CRM integration.
Click on More Details in Zoho CRM integrations option.
In Settings Tab, click on configure against Zoho CRM Account Authorization to authorize your Zoho CRM Account.
click on the “Accept” button to allow Servetel Infocomm to access your Zoho CRM data and proceed with the integration.
Now, go back to the previous screen and click on the "Configure" button next to Dialer Campaign Configurations to proceed with campaign setup.
Select the appropriate campaign from the "Campaigns" dropdown, choose the entity type (e.g., "Lead"), and then click on the "Save" button to complete the configuration.

Once the campaign and entity type are selected and saved, you’ll see a confirmation message: “Campaign Configuration Saved Successfully!” indicating everything is set up correctly.

Note - There should be only one lead list per campaign. We support two entities lead and contact.

Click the “Configure” button to the right of the Lead Map option

🔄 Lead Mapping Configuration – Acefone Zoho Integration

Step	Action	Description
1	Select Campaign	Choose the campaign you want to map from the dropdown list.
2	Select Zoho Vertical	Pick the appropriate Zoho module (e.g., `Leads`) from the right dropdown.
3	Select Entity List for Mapping	Select the entity list like `All Open Leads`.
4	Click "Campaign Lead List"	(Optional) Click this to view or fetch existing campaign leads.
5	Map CRM Field to Phone Number	Choose the field (e.g., `Phone`) that contains the dialable number. Required.
6	Map CRM Field to Name	Select the CRM field to use for lead names.
7	Map CRM Field to Email	Select the CRM field that contains the email address.
8	Map CRM Field to Address	Choose the appropriate CRM field for address data.
9	Map CRM Field to Company	(Optional) Map to the company name field if needed.
10	Add CRM Fields to Lead List	Select additional fields to include in the lead list.
11	Click "MAP"	Save your mapping by clicking the MAP button.
12	Click "Back"	Use this to return without saving any changes.

⚠️ Note: Make sure the dialable number is mapped to the Phone Number Field to enable calling features.

Click the “Configure” button to the right of the Agents Access option.

Toggle the Status switch for agent in the popup to manage their campaign access and ticket automation.

Click "Click Here to Download the Package" under the Info tab to manually install the Acefone Dialer App in Zoho CRM.

Agree to the terms and click Install Now to install the Servetel Infocomm Dialer extension in Zoho Marketplace.

Verify the Servetel Infocomm Dialer extension is installed and active under Zoho Marketplace > Extension Details.

Step 3: Agent Authorization

data center which is visible will be the one which is authorized by your account administrator

How to use Zoho CRM

Navigate to the Home tab from the left menu to view your open the Zoho CRM dashboard.

Access the Acefone Dialer Agent Panel from the widget on the CRM dashboard and sign in using your credentials or Azure AD.

Select your campaign from the dropdown in the Campaign selection panel and click Proceed to panel to continue.

Choose either Number or Extension to receive a session call, or click Skip to proceed without call setup.

Once a calling option is selected, the system displays "Dialing out to your number" to confirm session initiation.

Use the Dialing interface to manage active calls, view call duration, access lead data, and perform call actions within the CRM - click Hang Up when the call is complete.

After hanging up, fill in the Disposition Status and optional notes in the Disposition panel, then click Submit to complete the call log.

Choose a Disposition Status like Answered, Callback, or DND, then add notes if needed and click Submit to log the outcome.

Once the disposition is submitted, a green notification confirms "Disposition created successfully", and the dialer resets for the next call.

Go to the Calls module to view detailed logs of outgoing calls, including type, duration, start time, and status.

click to dial