by Rolustech

Sugar Plugin that bridges the gap between Twilio & Sugar. To establish a connection with your customers, a state-of-the-art Telephony solution for Voice (Inbound and Outbound) and SMS to run your business more efficiently and cost-effectively. Works great with both VoIP and landlines.

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#1557 - Not able to make Outbound Call and Inbound Call

Closed Bug? created by indraneel2 6 years ago

Hi,

I have installed RT Telephony plugin in SugarCRM Community edition and I am facing the following issues

1.Outbound Call-When I click on the click to dial button I am getting the popup with the message "Wait!Establishing Connection" and it is not going to ready state

and when I go to the detail view of contacts I am getting the alert message "Twilio Library is not loaded Reload Page or Contact Network Administrator"

2.Inbound Call-When I dialed the twilio number,it is saying all agents are busy

How the plugin determine the agent availability?

I have created the extension 100 for the admin user,and the call is not connecting to the admin user

Please help!

Awaiting reply,

Roshan Issac

  1. rolustech member avatar

    Rolustech Provider Affiliate

    6 years ago

    Hi Roshan,

    Thanks for using RT Telephony,

    Please have a look on following points for answers of your queries.

    1. After installing the plugin you have to repair and rebuild and execute the query, and then log out, and then login again. Now if you make call and that alert "Twilio Library is not loaded Reload Page or Contact Network Administrator" then there may be some network related issued that causing the Twilio Library to not load.

    2. The Inbound Call will also work after above mentioned steps . Also make sure URL's are properly set on twilio against numbers.

    Hope it helps. You can review Installation and Users Guides also to make sure you have performed all steps according to the instructions mentioned in Guide.

    https://www.sugaroutfitters.com/docs/twilio

    Please let us know if still you face any issue. We are here to help you out.

    Regards Rolustech Support

    • indraneel2 member avatar

      indraneel2

      6 years ago

      Hi Support,

      1.I followed the steps and changed my network also and now I am not getting the alert message but in the outbound call popup it is showing "Wait!Establishing Connection" and it is not going to ready state

      We are using US Twilio numbers and trying to dial indian mobile numbers,do we need to add +91 as the prefix for the numbers stored in the CRM phone fields?

      2.For Inbound,the URLs are configured correctly and the user extension is 100 ,I made the user as an operator and in the IVR I dialed the digit to connect to the operator and the call is not going ,its getting hanged up

      Awaiting your reply,

      Roshan Issac

  2. rolustech member avatar

    Rolustech Provider Affiliate

    6 years ago

    Hi,

    1.Please verify that you have entered Twilio Account settings correctly in admin->Call Account. Please once again go to Admin-> Call Account and re enter the Auth token provided to you by Twilio and click save.

    For dialing to Indian numbers from US Twilio numbers, the first thing is that your Twilio numbers should be enabled for international Dialing, this can be setup by logging into your twilio account at www.twilio.com, also you have to enable India in Geo Graphic permissions page. For this, login to www.Twilio.com , go to Account->GEOGRAPHIC PERMISSIONS, look for India, and enable it.

    In SugarCRM you can either go to admin-> Call Account and set India in Default Country Code drop down and save it or you can also save your number with your country code, i.e adding +91 in start of number.

    1. Regarding this point, we have to look it in your instance. Please provide your instance URL and credentials, and also your Twilio Account credentials.
  3. rolustech member avatar

    Rolustech Provider Affiliate

    6 years ago

    Regarding point 2, we have to look it in your instance. Please provide your instance URL and credentials, and also your Twilio Account credentials.

  4. indraneel2 member avatar

    indraneel2

    6 years ago

    Hi Support,

    Thanks!

    I re-entered the twilio token and now I am able to make incoming calls and the call is routing to the agent,I made some test calls from my skype to the twilio numbers.

    1.I want to know how the agent can set his availability if he wanted to go for a break.?

    2.In geographic location India is enabled and I have set Default country code to +91 and I made an outbound call but still call is not connecting to the contact I can hear some ringing sound and after sometime it is getting disconnected and in the popup it is showing as dialed and sometimes I have noticed that if I enabled "Extensions" in the IVR Settings while making outbound calls also it is going to IVR.

    Please find he URL of the instance

    http://54.254.160.240/simplecrmtwilio/demo/crmce

    Credentials: Username-rttelephony Password-Telephony@123

    Twilio Details

    Username- accounting@simplecrm.com.sg Password- !SimpleCRM@2015#

    Thanks,

    Roshan Issac

  5. rolustech member avatar

    Rolustech Provider Affiliate

    6 years ago

    Hi,

    1. Currently in RT Telephony, availability is determined by, whether the user is logged in or logged out. When the user is logged in , it is considered as available and when logged out, it is considered as unavailable. You can also use voice mail feature for Inbound Calls. When the user is not available (i.e logged out) and some one calls him/her, the caller will be asked that user is not available please leave a voice mail. Now when user login the system, he/she can see his voice mail records in Calls module.

    2. Your outgoing calls were not working because you had entered wrong url in your Twilio Account Twiml Apps named "Simple CRM" i.e http://54.254.160.240/simplecrmtwilio/demo/crmce/index.php?entryPoint=twilio_callback (this is the incoming request URL against numbers,not for Twiml Apps) it is now changed to http://54.254.160.240/simplecrmtwilio/demo/crmce/index.php?entryPoint=outbound_browser_callback and outbound calls now seems to be working.

    Please check now and let us know your findings.

    Regards Rolustech Support

    • indraneel2 member avatar

      indraneel2

      6 years ago

      Dear Support,

      Thanks,Outbound Calls are working and right now I am facing the below issues,

      1.When an existing customer/contact calls his/her name is not displaying in the popup,Now it is coming as "Unknown Contact" for both New contact as well as for existing contacts.

      2.When I transfer/forward the call to the next agent from the popup ,call is getting disconnected .

      3.Sometimes call itself is connecting to the twilio number

      Please Help!

      Regards,

      Roshan Issac

    • indraneel2 member avatar

      indraneel2

      6 years ago

      Dear Support,

      Request your immediate assistance regarding the above issues.

      Regards, Roshan Issac

    • rolustech member avatar

      Rolustech Provider Affiliate

      6 years ago

      Hello,

      Your Sugar Instance Creds are not working. Can you please provide us updated credentials on support@rolustech.com.

      Our Engineers are looking into your issue and want access of your instance.

      Looking Forward,

      Regards Rolustech Support.

    • indraneel2 member avatar

      indraneel2

      6 years ago

      Hi,

      You can check with the same credentials now.

    • rolustech member avatar

      Rolustech Provider Affiliate

      6 years ago

      Hello,

      We have replied you back on your Email Address i.e Email: indraneel@simplecrm.in with our findings.

      Every thing seems to be working fine on your Instance.

      Regards Rolustech Support.

    • indraneel2 member avatar

      indraneel2

      6 years ago

      Hi Support,

      Thanks for your reply.

      Right now I am not able to see the list of available agents in the popup to transfer the call,right now two users are logged in and it should show the other user so that I can transfer the call which is not happening now.

      Can you pls check this also

      Awaiting reply, Roshan Issac

    • rolustech member avatar

      Rolustech Provider Affiliate

      6 years ago

      Hello,

      Can you Please send us Screenshot here for the issue you are facing. We shall help you out accordingly.

      Regards Rolustech Support

  6. rolustech member avatar

    Rolustech Provider Affiliate

    6 years ago

    Hi,

    Yes your query is under consideration our Technical Team. We shall update you with our findings within hour. Regards Rolustech Support

  7. rolustech member avatar

    Rolustech Provider Affiliate

    6 years ago

    Hi,

    Can We help you if you still have any query or should We close the case?

    Regards Rolustech Support?

  8. jyotiraghavsingh93 member avatar

    jyotiraghavsingh93

    3 years ago

    Hi, need help regarding the IVR settings? as everything working fine, plugin is good, but inbound call is not forwarding the call to agent on dialling extension.

    • rolustech member avatar

      Rolustech Provider Affiliate

      3 years ago

      Hi Jyoti,

      We have sent you an email asking for the CRM and Twilio credentials to troubleshoot the issue. Kindly respond there

      Regards Rolustech Support

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