Click-to-call feature in SugarCRM

Taking control of client communication means taking control of your business. Too many of our clients make the mistake of using several independent systems to perform a simple function like making or receiving a call. This defeats the very purpose of a CRM. Taking this into consideration, it only makes sense to have a click to call feature in your CRM instead of picking and dialing calls from your telephone system.

Being a Sugar user, you have several options for adding a click to call feature in your Sugar. Today, we will discuss a plug and play telephony solution for Twilio and Sugar- RT Telephony along with its functionality, its benefits for your team and will then go on to answer the most frequent questions about the click to call functionality in SugarCRM.

Functionality of Click to Call feature in SugarCRM

Click to call feature in SugarCRM: How it works

After adding the click to call feature in your Sugar, making calls becomes as simple as going into the record view of your Contacts, Leads or Accounts and clicking on the ‘phone’ icon embedded against the telephone number. The process is shown in the screenshot below.

Incoming/Inbound Call Popup from calls received in SugarCRM

Another extremely useful feature of this plugin is that whenever a contact, lead or an account calls you, a pop up appears on your Sugar screen. It can also pull the associated information of the caller from the CRM. This lets the user instantly know who is calling. In this way, the user (usually a Sales/Support rep) can have an informed conversation with the client.

Call Recording in SugarCRM

Sometimes during a call with a potential client, you don’t want to sound unprofessional by asking them to repeat what they said. This is exactly where call recording comes in.

When the feature is enabled, the system starts to record the call as soon as you dial and when the call end, it automatically saves the recording of the call. How to access it? Simply go to the Calls module and click on the call that you want. In there, you can access the call recording. Not just that, it also allows you to download the call recording.

This feature becomes extremely useful for users operating in a technical sector. Many of our clients in the healthcare sector have reported that this feature lets them access their call recordings with doctors and helps them identify the difficult names of prescriptions which are impossible to remember in the first try.

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