Cloud PBX & Kylas CRM 

                      Telephony Integration Guide

                 CloudConnect Communications Pvt Ltd 

Overview –

CloudConnect telephony offers seamless integration of a Cloud PBX platform with Kylas CRM and brings workflow automation to the system.  

Integrating telephony with a CRM like Kylas brings significant advantages for both sales and support teams by streamlining communication and improving productivity. 

With Click-to-Call functionality, users can initiate calls directly from within the CRM, eliminating the need to manually dial numbers and reducing the chances of errors. 

Every call — whether inbound or outbound — is automatically logged under the respective lead or contact, saving time and ensuring complete, accurate records.

Incoming calls trigger real-time pop-ups that instantly display caller information, enabling agents to respond with greater context and personalization. 

The integration also provides direct access to call recordings, which is invaluable for quality control, team training, and compliance. 

Managers can track call volumes, durations, outcomes, and agent performance through centralized call reports without leaving the CRM. 

Ultimately, telephony integration empowers teams to handle more calls effectively, deliver better customer experiences, and close deals faster — all while maintaining full visibility and control over communication workflows.

Basic Requirements:

1.     Access to an administrator account for Kylas CRM.

2.     A Kylas CRM plan that supports telephony integration.

3.     A valid subscription to CloudConnect Solutions. Please contact us directly at     marketing@cloud-connect.in to register.

Once you have an active CloudConnect and Kylas CRM account, you are ready to experience the integrations. Pls refer to the step-by-step guide.

Log in your Kylas account using the credentials

After log in, it brings you to the Default CRM dashboard.

Click on the three lines over left top corner to go to the Kulas Marketplace in order to install CloudConnect app.

Find & Click on the CloudConnect app for Installation.

This might again ask for Re-login

Allow the permissions & proceed to Install.

Once done, just copy the URL & share with CloudConnect, which would be required to setup in the backend for the customer account.

Once, the app in the CRM is installed then the customer agent’s also need to install the softphone on their respective system for the call controls. Pls refer to the below steps to install it quickly.

1.            Download the softphone from the link https://api.cloudconnect.in/ccutil/CloudconnectWebrtc-MS-3.20.4005.exe

2. Install the softphone on the local machine for call handing.

3.  Use your User Id & password to login

Once the softphone shows Green & online, it is ready for calls.

Now, navigate to Kylas CRM & move to Lead/Contact listing page. Once can see a blue color phone icon on the phone numbers.

Just click to call to initiate outbound calls from the CRM.

When initiating an outbound call using the Click-to-Call feature, the system first dials the lead or contact owner’s number through the CloudConnect softphone. The agent (owner) must answer this first leg of the call. Once answered, the system automatically places the second leg of the call to the lead’s phone number. As soon as the lead answers, the system bridges both calls, thereby establishing a live connection and enabling the conversation to begin.

Once the call is completed, every call (incoming/outgoing) is automatically logged under the associated lead or contact along with Call Recordings link.

No manual data entry needed, that improves accuracy and productivity.

When a lead or customer makes an inbound call to the business number, the call is routed based on the configuration & the system identifies the owner based on CRM data and attempts to deliver the call accordingly. As the agent receives the call, a screen pop-up appears in Kylas CRM, displaying the lead or contact’s details.  

This allows the agent to greet the caller with context and access relevant information instantly. Once the call is connected, the agent can proceed with the conversation, and after the call ends, the system automatically logs the call details — including call duration, time, and the call recordings link nto the CRM.: