Integrated with Zoho CRM

Cloud telephony with Zoho Voice

Techpase sets up Zoho Voice as your business phone system and connects it to Zoho CRM, so calls reach the right people, call activity can be logged against your customer records, and missed enquiries are easier to follow up.

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IVR and call queues
Zoho CRM integration
Missed-call tracking

Call journey

Zoho VoiceSales line

Priya Nair +91 98•• ••• 210 Incoming call

nativeZoho Voice or Zoho CRM featureconfiguredWorkflow we set up

An illustration of a typical Zoho Voice and Zoho CRM setup. Names, numbers and timings are examples.

Keep track of missed enquiries

Zoho Voice keeps missed calls in one list, split into returned and unreturned, so your team can see who still needs a callback. Try it: call someone back.

Missed calls

Example data. In Zoho Voice, agents can also mark a call as returned.

01
See every missed call native
Missed calls are listed by caller, queue and time, with voicemails attached. Queues can email your team when a call is missed, and the dashboard counts missed calls by day.
02
Call back without double-calling native
Agents call back straight from the call log. Once a call is returned it moves out of the unreturned list, so two people don’t ring the same customer.
03
Follow up in Zoho CRM configured
We can add a Zoho CRM workflow rule on missed calls, for example to create a callback task for the lead owner. Callbacks are still made by your team, not placed automatically.

Outside business hours, calls can play a message or go to voicemail (Business Phone and Enterprise plans). Sources: Zoho Voice help on call logs, queues and Zoho CRM workflow rules for calls.

What we set up on Zoho Voice

Zoho Voice runs in the cloud, so there’s no phone system to install. We configure it around how your teams take calls.

IVR menus

Callers press a key to reach the right team, such as 1 for Sales or 2 for Support, with your own greeting in text or recorded audio.

Single-level IVR from the Team plan. Multi-level menus on Enterprise Telephony plans.

Call queues

Calls ring a group of agents in the order you choose, such as all at once, round robin or one by one, with hold music and a maximum wait time.

From the Team plan. Separate audio per queue on Enterprise Telephony plans.

Click-to-call

Call any lead or contact by clicking the number in Zoho CRM, instead of dialling by hand.

All plans. Needs the ZDialer browser extension in Zoho CRM.

Call recording

Record calls on the numbers you choose, with an announcement to callers. Recordings can be played and downloaded later.

Call recording on all plans. Dynamic call recording from the Team plan, not on Solo. Recording and storage charges can apply.

Call history

Every incoming, outgoing and missed call in one log, searchable by number, agent, queue and date, and exportable as CSV or PDF.

All plans. What each user sees depends on their role.

Reporting

A dashboard of incoming, outgoing and missed calls, peak calling hours and call outcomes, with email reports.

All plans. Agent metrics from the Team plan; queue performance metrics on Contact Center.

What each plan includes

Zoho Voice features depend on your plan. We recommend the plan that fits how you handle calls, not the biggest one.

Feature	SoloFree, 1 user	Business PhoneTeam, Office, Corporate	Enterprise TelephonyBasic, Standard, Contact Center
Single-level IVR	Not included	Included	Included
Multi-level IVR	Not included	Not included	Included
Call queues	Not included	Included	Included
Business hours and holidays	Not included	Included	Included
Click-to-call	Included	Included	Included
Call recording	Included	Included	Included
Dynamic call recording	Not included	Included	Included
Call logs and dashboard	Included	Included	Included
Call notes and dispositions	Not included	Included	Included
Live call monitoring	Not included	Not included	Included
Listen, whisper and barge	Not included	Not included	Contact Center
Zoho CRM native integration	Included	Included	Included
Zoho CRM telephony integration	Not included	Not included	Included

Based on Zoho Voice’s official plan comparison, checked October 2026. Zoho can change plans and features, so we confirm against your plan during discovery.

Zoho Voice and Zoho CRM, working together

Pick a team to see how calls and customer records connect. Example details are illustrations.

Sales teams

Reps call leads in one click and keep every call on the record, so the next conversation starts with context.

Zoho CRM · CallsOutgoing call to Priya Nair · 6 min · Follow-up call scheduled for Thursday

Click-to-call from lead, contact and deal records
Call logs posted to the Calls module automatically
Follow-up calls scheduled from the CRM, with a reminder before each one

Support teams

Customers reach support through the IVR, and agents see who’s calling before they answer.

Incoming callArun Menon · Contact · Pressed 2 for Support

IVR and a support queue route calls to available agents
Caller details shown from the matching Zoho CRM record
Notes and call outcomes added after each call (Team plan and above)

New callers

When a number isn’t in your CRM yet, the agent can save the caller during the call.

Unknown number+91 90•• ••• 455 · Not in Zoho CRM · Create lead

Create a lead or contact from the dialer while on the call
Add the number to an existing lead or contact instead
Lead assignment and next steps follow your CRM rules

Managers

See how calls are handled across the team and use real calls for coaching.

DashboardIncoming 128 · Outgoing 94 · Missed 11 (example)

Dashboard of call volumes, missed calls and peak hours
Recordings for training and quality checks, on numbers where recording is on
Live call monitoring on Enterprise Telephony plans

Works natively once connected

Click-to-call from Zoho CRM records
Caller details shown from the matching CRM record
Call logs and voicemails in the Calls module
Recordings downloadable from CRM when recording is on for that number
Leads or contacts created from a call
Scheduled calls with reminders

Click-to-call and pop-ups in Zoho CRM need the ZDialer browser extension. Telephony-only agent users are available on Enterprise Telephony plans.

configured

Set up by Techpase for your process

IVR menus, queues and business hours designed around your teams
Zoho CRM workflow rules on calls, such as a callback task after a missed call
Email alerts when specific leads or customers call
Recording profiles and announcements per number
User roles, so each person sees the calls and recordings they should

Zoho Apps Setup

Sources: Zoho Voice help on the Zoho CRM native integration and telephony integration.

How Techpase makes it easy

Four stages take you from planning to a phone system your team is confident using.

Discovery and call flow

We map how customers call you today: which numbers, which teams answer, your working hours, and what should happen when nobody is free. Then we recommend the Zoho Voice plan that fits.

Call flow mapTeams and rolesPlan choice

Zoho Voice setup

We configure numbers, users, IVR menus, queues, business hours and voicemail, and set up recording only on the numbers you choose, with an announcement you approve.

Numbers and usersIVR and queuesBusiness hoursRecording profiles

Zoho CRM integration

We connect Zoho Voice to Zoho CRM, map users, turn on call logging and add the workflow rules your follow-up process needs.

ZDialerCall logsUser mappingCRM workflows

Training and support

We train agents and managers on taking calls, callbacks and reports, test the call flows with you before launch, and stay available as your needs grow.

Agent trainingGo-live testingOngoing support

Questions about cloud telephony

Can’t find your answer? Message us on WhatsApp and we’ll reply.

Does Zoho Voice work with Zoho CRM?

Yes. With Zoho Voice’s native Zoho CRM integration, your team can call from CRM records with click-to-call, see caller details from matching CRM records, and have call logs posted to the Calls module. Click-to-call and call pop-ups in the CRM web interface need the ZDialer browser extension.

Will every call be recorded?

Only if you choose that. Recording is set per phone number with a recording profile, and it can be turned off. Call recording is available on all Zoho Voice plans, while dynamic call recording is included from the Team plan upward and not on Solo. Recording and storage charges can apply, and the recording announcement should meet the regulations that apply to your business.

Which Zoho Voice plan do we need?

It depends on how you handle calls. The free Solo plan has no IVR or call queues. Business Phone plans (Team, Office and Corporate) add single-level IVR, queues and business hours. Multi-level IVR, live call monitoring and the Zoho CRM telephony integration are on Enterprise Telephony plans. We confirm the right plan during discovery.

Are missed calls followed up automatically?

Zoho Voice tracks missed calls natively, separating returned from unreturned ones, and queues can email your team about missed calls. Callbacks are made by your team. If you want a follow-up task created in Zoho CRM after a missed call, we set that up with a CRM workflow rule during implementation.

Do we need phone hardware?

No on-premises phone system is needed. Your team makes and receives calls through Zoho Voice’s web and mobile apps, or from Zoho CRM with ZDialer.

How is pricing handled?

Your Zoho Voice subscription and calling charges are separate from Techpase’s implementation charges. Billing depends on the plan you choose and how you purchase it. We share our implementation charges in a formal proposal once we understand your requirements.

Ready to bring your business calls into Zoho CRM?

Tell us how customers call you today, and we’ll show you how Zoho Voice and Zoho CRM can work together for your team.