Click-to-call feature in SugarCRM

The 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.

Benefits of adding Click to Call feature in SugarCRM

  1. Firstly, adding a click to call feature in Sugar takes 50 percent less time in making a call then a normal hardware system.
  2. Secondly, it saves your salespeople the hassle of switching between two systems to make a simple call and enhances their productivity.
  3. Thirdly, it lets your salespeople access all the client information in Sugar to make informed calls based on all previous interactions with the client.
  4. Fourthly, you can access analytics which provides you useful insights into your calls. For example: how many calls your users make to convert a lead, etc.
  5. Last but not the least, calling through integrated telephony VOIP systems is much cheaper than using other telephone systems.

Sugar click to call feature: FAQS

Now, let me answer some of the most frequently asked questions about this feature.

Call Logging inside SugarCRM

Does this feature log all the calls made and received?

SugarCRM Incoming Call Notification Popup

Will I get a notification popup if my clients call and what will the popup show?

Taking Notes during Calls

Can I take notes during calls and save them in Sugar?

SugarCRM Call Module

What information about calls is displayed in the Call Module?

Call Duration in SugarCRM?

Where is the call duration displayed?

Interactive Voice Response

Can I record an automatic response on the calls?

Setting up Extensions

Can I set up different extensions for different users or departments?

Call Forwarding

Is call forwarding possible with this feature?

Calling from multiple numbers?

Can I make calls from several different numbers?

Attending calls from mobile phones?

Can my sales reps make calls from their mobile phones and would these calls be logged in the CRM?

Can I report on my calls?

Can I create reports based on my calling analytics?

…What next?

Although there are several products in the market but RT Telephony is definitely the best in class as exemplified above. The best part? You can start a 30 day free with unlimited support from my technical team so that you can get the most out of your trial. Get in touch today!




A SugarCRM, Salesforce, and Magento Certified Developer & Partner Firm. Tweets on #CRM #Sales #Marketing #Social + many more.

Love podcasts or audiobooks? Learn on the go with our new app.

Recommended from Medium

Building TransferWise or the road to a product engineer

Concurrency is complicated

Part 2- MVC core Bootstrapping and Request -Response process

Put git to work for a Machine Learning projects

I Learned From Reading Origin by Dan Brown

Bk 2, CH 5 — Scope Closure

How to Study for the DevOps Leader (DOL) Certification Exam

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store


A SugarCRM, Salesforce, and Magento Certified Developer & Partner Firm. Tweets on #CRM #Sales #Marketing #Social + many more.

More from Medium

SFMC SQL & AWS — A Query Studio Alternative.

Debugging Google Analytics in iOS Applications with Charles

Digital Ocean Spaces: Setting up Cyberduck to upload public files to CDN

How we maintain our website in 50+ Geos ?

Scaling translations on-demand for 25 countries & 20 different languages