Opportunity Handling in Cloud Telephony

Opportunity Handling in Cloud Telephony

Feature Overview

The Opportunities module in Meritto allows you to manage and track potential leads. With Cloud Telephony integration, you can now track all call interactions (inbound, outbound, and campaign calls) directly against opportunities.
Once a call is completed, a call activity with complete details (agent, duration, status, recording, etc.) can be logged on the Opportunity Profile timeline. This ensures full visibility of communication history for every deal.

Prerequisites

Before proceeding, ensure the following:
  1. A telephony vendor is configured in your Meritto account
  2. Inbound, outbound, or campaign calling is enabled
  3. The Opportunities module is enabled in your account
    1. If not enabled, contact your Account Manager or raise a support ticket
  4. Call Notification Pop-up for Opportunity is enabled (recommended for inbound & campaign tracking)

How does it Works?

To integrate opportunities with your telephony provider:
  1. Configure the telephony connector in Meritto
  2. Enable the Call Notification pop-up to capture inbound call details
Once these steps are completed, all phone call activities will be tracked against the relevant opportunity and can be viewed on the Opportunity Profile page.

Configuration

Follow these steps to configure telephony for opportunities:

Step 1: Access Telephony Settings

  1. Go to Main Menu → Extensions → Telephony
  2. Select your telephony vendor
  3. Click Manage

Step 2: Configure User Settings

  1. Click User Config
  2. Go to Field Mapping
  3. Define: Label, Key, Data Type
These fields must match the vendor payload structure

Step 3: Map Agent Details

  1. Assign Agent IDs / Agent Numbers to users
 (provided by your telephony vendor)

Step 4: Configure Outbound Calling

  1. Navigate to Outbound Config
  2. Under User Specific Details, configure the mapped user fields
  3. Under Lead Specific Values, configure:
    1. Mobile number parameter
  4. Configure a field as Lead ID (Telephony Unique Identifier)
    1. This parameter will be passed in the C2C API and returned in the Callback API
    2. It contains identifiers such as User ID, Opportunity ID, and Opportunity List ID
    3. This is mandatory for outbound call activity tracking
NotesNote : Without this configuration, the system will not be able to identify whether the call belongs to a lead or an opportunity, and the activity will not be logged correctly.


Step 5: Configure Inbound & Campaign Settings

Similarly configure the required mappings under:
  1. Inbound Config
  2. Campaign Config
Passing Lead ID in campaign configuration is optional but recommended for better logging.

Enable Opportunity Call Notification Pop-up

When configuring the Telephony, you may want to enable opportunity call pop-up to enable the users to view opportunities related to the incoming call mobile number. This allows the agents to have the relevant information available on the pop-up while conversing with leads. 
When an inbound call is received, a call pop-up opens on the agent Meritto screen.
To allow users to view and select opportunities during calls:
  1. Navigate to Extensions → Telephony → Vendor Config → Additional Config
  2. Enable the toggle: “Call Popup to show Opportunity details”
Once enabled:
The call pop-up will display:
  1. Lead details
  2. Related opportunities
This helps users access relevant context while interacting with the lead.

Capture Phone Calls Details

Once the configurations are done and opportunity pop-up is enabled (please note that outbound calls can be done from Opportunity even if the opportunity pop-up is not enabled), you can now capture inbound and outbound call details on the form.

Outbound Phone Calls

To place an outbound call:
  1. Navigate to Opportunity List → Select Opportunity List
  2. Click on the Call icon next to the opportunity
Behavior:
  1. Call is initiated and user is redirected to the Opportunity Profile page
  2. Lead ID is passed in the API request
  3. Once the callback is received:
    1. Activity is logged on the Opportunity timeline
    2. A copy is also logged on the Lead timeline
Notes
Note: If Lead ID is not passed in the request, the activity will not be logged as the system cannot identify  if the activity is to be captured against the lead or opportunity

Inbound Phone Call

  1. An incoming call triggers the Call Notification Pop-up on the user’s screen
  2. The pop-up displays the Lead details, and on clicking the lead, all related opportunities are listed in the Opportunity section
  3. If no opportunity exists for the incoming number, a new opportunity can also be created directly from the call pop-up
To log the activity against an opportunity:
  1. It is mandatory to click on the Edit option of the opportunity from the call pop-up
Notes
Note: If Opportunity is not edited in the Call Pop-Up, the activity will not be logged against the lead or the opportunity.

Campaign Calling

To push opportunities to a campaign:
  1. Navigate to Opportunity List
  2. Apply the required filters and select the relevant opportunities
  3. Click on the three dots (⋮) in the top right corner
  4. Select Send to Telephony Campaign
  5. Choose the desired campaign and click on Submit
Behavior:
  1. The selected opportunity data is pushed to the telephony vendor for campaign calling
  2. During the campaign, agents will receive call notification pop-ups for each call.
Activity Logging:
  1. By default, activity is logged based on the opportunity that is edited in the call pop-up.
  2. It is important for the agent to edit the correct opportunity to ensure accurate activity tracking
  3. Alternatively, a Telephony Unique Identifier (Lead ID) can be passed in the campaign request-
  4. If this identifier is returned in the callback, the system can automatically map the activity to the correct opportunity.
  5. This removes the dependency on agent action from the call pop-up.
  6. Passing Lead ID in campaign calling is recommended for better accuracy and logging, but is not mandatory

Points to Note

  1. Calls must be initiated from the Opportunity module to log activities against opportunities.
  2. Outbound Calls made from the Lead page will only be logged against the lead.
  3. Lead ID is mandatory for outbound tracking, optional for campaign, and not applicable for inbound.
  4. For inbound and campaign calls (without Lead ID), user action on call pop-up is required to log activities.
  5. All opportunity call activities are also reflected on the Lead timeline for reference.

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