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Set Up Sangoma CRM

Sangoma CRM (the sangomacrm and sangomacrmrest modules) provides screen-pop integration with external CRMs — Salesforce, HubSpot, Zoho, etc. On inbound call, the user's CRM opens the matching contact record. Click-to-call from CRM dials out via UnifiedBX.

Commercial / per-user licensed

Sangoma CRM is paid per-user. Verify license at System Admin → Activation.

Before You Start

  • Sangoma CRM module installed and licensed.
  • User Management entries exist for each user who will use CRM popups.
  • A supported CRM with API/webhooks accessible from UnifiedBX (or vice versa, depending on the CRM).
  • API credentials for the CRM ready (OAuth token, API key, etc.).

Steps

Configure the CRM connector

  1. Go to System Attributes → Sangoma CRM (or Sangoma CRM REST depending on which module is in your menu).
  2. Click + Add CRM Integration.
  3. Pick the CRM type (Salesforce, HubSpot, etc.).
  4. Provide:
    • API URL / Endpoint — varies by CRM.
    • Auth credentials (OAuth, API key).
    • Field mapping — which CRM contact field is the phone number; which is the name to display.
  5. Test the connection.
  6. Submit → Apply Config.

Assign to users

  1. Per User Management user, enable the CRM integration in their permissions.
  2. The user re-logs into UCP / Sangoma Connect.

Configure popup behavior

Per integration:

  • Open URL on inbound call — paste the URL template, with [NUMBER] substitution. The user's browser opens the URL on call ring.
  • Open URL on outbound call — same for outbound.
  • Caller ID match — search the CRM for the caller's number; if found, set CID Name to the CRM contact name.

Verify

Place an inbound call from a number that exists in the CRM. The user's UCP / Sangoma Connect should show a popup with the matched contact name. The configured URL should open in their browser.

Common Issues

  • CRM API call times out. Outbound HTTPS to CRM blocked, or wrong endpoint URL. Test from host CLI: curl -v https://<crm-api>/....
  • Auth fails. Token expired (OAuth needs periodic refresh). Re-authenticate via the integration page.
  • Contact found but wrong field shown. Field mapping wrong. Re-configure.
  • No popup appears. UCP / Connect not set up to receive popup events; user permission missing.
  • Multiple CRMs needed for different teams. Configure one integration per team and assign users selectively.