How to Integrate Your CRM with VoIP
How do I connect my VoIP system to my CRM?
Overview
Integrating your VoIP system with your CRM can dramatically boost productivity by automatically logging calls, displaying customer information during calls, and enabling click-to-dial functionality.
This guide will walk you through connecting popular CRMs (Salesforce, HubSpot, Zoho) with your VoIP system and configuring the most useful features.
Step-by-Step Instructions
Check Integration Availability
Verify that your VoIP provider offers integration with your CRM:
- Check provider's integrations page
- Look for native integration vs. third-party connector
- Verify feature compatibility (click-to-dial, automatic logging, screen pop, etc.)
Most major VoIP providers have built-in integrations for:
- Salesforce
- HubSpot
- Zoho CRM
- Microsoft Dynamics
- Pipedrive
- •Native integrations are usually more reliable than third-party
- •Check if integration costs extra
Install the Integration
For native integrations:
1. Log in to your VoIP admin portal
2. Navigate to Integrations or App Marketplace
3. Find your CRM and click "Install" or "Connect"
4. Follow the authorization flow
For Salesforce example:
- Go to VoIP Admin > Integrations
- Click "Salesforce"
- Click "Connect to Salesforce"
- Log in to Salesforce and grant permissions
Authorize and Authenticate
When prompted, log in to your CRM and grant the required permissions. The VoIP system typically needs:
- Read contacts and accounts
- Create and update activities
- Read and write call logs
- Access user information
Review permissions carefully and approve them.
- •Use an admin account for initial setup
- •Document which permissions were granted
Configure Call Logging
Set up automatic call logging:
- Enable "Automatically log calls"
- Choose what to log: All calls, or only calls with CRM contacts
- Set call direction: Inbound, outbound, or both
- Configure call subject template
- Set which CRM fields to populate
Example template: "[Call] [Direction] - [Contact Name] - [Duration]"
- •Log all calls initially, refine later based on needs
- •Include call duration and recording link if available
Set Up Screen Pop
Enable screen pop to automatically display contact information when calls come in:
- Turn on "Screen pop for incoming calls"
- Choose what to display: Contact record, account, or both
- Set pop timing: Before answer, after answer, or on ring
This saves time by showing customer history immediately.
- •Pop on ring (not after answer) gives you context before picking up
- •Test with known contacts to verify it works
Enable Click-to-Dial
Configure click-to-dial functionality:
- Install browser extension or CRM plugin if required
- Enable "Click-to-dial" in integration settings
- Set which phone fields are dialable
- Choose default calling device
Now you can click any phone number in your CRM to instantly call it.
- •Some systems require a browser extension for click-to-dial
- •Make sure your VoIP softphone or desk phone is registered
Configure Contact Matching
Set up how the system matches incoming calls to CRM contacts:
- Match by: Phone number, email, or custom field
- Set matching priority if multiple matches found
- Choose action for unknown numbers: Create new lead, ignore, or prompt
Proper matching ensures calls are logged to the correct contact.
- •Clean up phone number formatting in CRM first
- •Use automatic lead creation carefully - can create duplicates
Test All Features
Test the integration thoroughly:
- Make an outbound call using click-to-dial
- Receive a call from a known contact - does screen pop work?
- Check if calls are logged correctly in CRM
- Verify call recordings are attached (if applicable)
- Test with unknown numbers
Make adjustments as needed.
Common Issues & Solutions
Screen pop not appearing
Check browser popup blocker settings - add CRM domain to allowlist. Verify screen pop is enabled in integration settings. Make sure the contact exists in CRM with the correct phone number.
Click-to-dial not working
Verify browser extension is installed and enabled. Check that your VoIP client (softphone or phone) is running and registered. Some systems require you to set a default calling device in settings.
Calls logging to wrong contact
This usually means multiple contacts have the same phone number. Clean up duplicates in CRM or configure matching rules to use additional criteria. Set matching priority to use most recently modified contact.
Integration disconnecting frequently
This is often due to expired authentication tokens. Re-authorize the integration. Check if your CRM admin changed security policies. Contact support if issue persists as it may be a provider-side issue.
Frequently Asked Questions
Will this integration slow down my CRM?
No, properly configured integrations run in the background and have minimal performance impact. The screen pop might add 1-2 seconds when calls come in, but this is usually not noticeable.
Can I selectively choose which calls to log?
Yes, most integrations let you set rules like "only log calls over 30 seconds" or "only log outbound calls" or "only log calls with existing contacts." This prevents clutter in your CRM.
Do all users need to set this up individually?
Usually no - admins set up the integration organization-wide, then users just need to log in once to authorize their individual account. Some features like click-to-dial may require a browser extension per user.
What happens to calls when integration is down?
Calls still work normally - they just won't be automatically logged to CRM. You can usually manually log them after the integration is restored. Call recordings and system logs are preserved.
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