Integrations
SuiteCRM integration with your phone system and contact center
SuiteCRM is open source, and most companies run it on their own servers. Through its API we link it with telephony and messengers: agents see the SuiteCRM customer during the call, and every call, recording, and message is saved to that customer.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with SuiteCRM
Options
Three ways to work with SuiteCRM
The first question is which app your agents work in. Support can use one and sales another, and that's fine.
The SuiteCRM form opens on the call
SuiteCRM opens in the agent's browser before they even pick up: the record of a known customer, or a blank lead form prefilled with the caller's number and dialed line. Handy when agents create leads and cases that other teams then work on.
- Number and line filled in automatically
- On transfer, the form opens for the new agent
- Lead or case created in SuiteCRM right away
The whole call in the CONTACT.WORK web interface
Agents handle the entire call in the CONTACT.WORK web interface and never switch to SuiteCRM. When a call comes in, the customer profile pulls everything SuiteCRM knows about the customer. After the call, the data goes to SuiteCRM through the API as a lead, opportunity, case, or call.
- Data entered once
- One window for the agent
- Sales and support see the outcome in SuiteCRM
- Deal "Order #1024" created
- Owner: sales manager Oleg
Telephony built into SuiteCRM
When every department works in SuiteCRM, we build call handling right into it – the code is open, so no workarounds are needed. Agents take calls in SuiteCRM, and supervisors see queues, listen to calls, and coach agents there. We do this as a separate project.
- Queues and agent statuses
- Call monitoring and whisper coaching
- Contact center reports in SuiteCRM
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We'll choose the option together after discovery.
How it works
What every option includes
Customer record
Everything stays in SuiteCRM
Each call appears on the contact or account – when it happened, how long it lasted, its result, and the audio link – together with the customer's messages. From there you can open a support case or a callback task in one step.
- Play the call right from the record
- Missed call becomes a task or case, if configured
- Calls and messages in one history
- Incoming call · 3:12Anna · ▶ recording
- Telegram"When will it arrive?"
- Task: call backafter a missed call
Employees
Your team keeps working in SuiteCRM
Sales reps and support specialists stay in the SuiteCRM they know and call customers with one click from the record. When a customer calls in, the platform finds the assigned owner in SuiteCRM and routes the call to them first.
- One-click calling from the record
- Customers reach their own rep
- Call history in SuiteCRM
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How we connect SuiteCRM
- 01DiscoveryWe review which SuiteCRM modules you use and how sales and support work, choose an option, and list the events and fields to sync.
- 02AccessOn your side, an admin sets up an API v8 client with access to the required modules, then sends us the list of numbers, carriers, and messaging channels.
- 03DevelopmentWe build the integration on the SuiteCRM API around your modules and fields, including custom ones you've added.
- 04WorkflowsWe map agents to SuiteCRM users and queues to lines, and agree on what's created after a call: lead, opportunity, case, or task.
- 05TestingBefore launch we place test calls and send test messages for each scenario, transfers and missed calls included, and confirm in the report that SuiteCRM got every record.
- 06Launch and first daysWe show your team what changed, turn on the integration, and check it against the reports daily at first.
Requirements
What you need on the SuiteCRM side
- SuiteCRM
- Version 7.10 or later, or SuiteCRM 8, with API v8 enabled
- Permissions
- A SuiteCRM admin; server access if we embed the contact center in SuiteCRM
- Telephony
- Your carriers and business numbers connected to the platform
- Hosting
- SuiteCRM on your side; the platform in our cloud (with access to the SuiteCRM API) or next to it
- Timeline
- We estimate after discovery – it depends on modules and workflows
- Cost
- Development billed hourly under your support plan
Preparation
What to gather before we discuss SuiteCRM
Q&A
Frequently asked questions
Do you have experience with SuiteCRM?
We build SuiteCRM integrations and know its modules, fields, and API well. That's why we build around the modules you actually use instead of a generic template.
How does SuiteCRM get linked to our calls?
There's no prebuilt SuiteCRM module for our platform, so we build the integration for you on API v8. Calls run through the platform over your lines, and SuiteCRM receives the call details and links to recordings.
Are calls and recordings visible on the SuiteCRM record?
The customer record stores the call with its date, duration, outcome, and a link. The link opens the recording from the platform.
Where are the recordings stored?
Wherever the platform runs. If it's installed on your side next to SuiteCRM, recordings and customer data never leave your network.
SuiteCRM runs on our servers and the platform in the cloud – does that work?
It does. The platform needs access to the SuiteCRM API: over the internet via HTTPS, allowed only from our addresses, or over a VPN. If data must stay in-house, the platform runs on your servers next to SuiteCRM.
Which option fits our company?
If agents create leads and cases themselves, the tab with the form is enough. With heavy call volume, working from CONTACT.WORK is faster. If every department lives in SuiteCRM, we build the contact center into it. You can mix options.
Our SuiteCRM is customized – is that a problem?
Not at all. SuiteCRM is often customized, and the integration accounts for your modules and fields. That's why we start with discovery, not a template.
What data do the platform and SuiteCRM exchange?
From SuiteCRM, the platform gets the contact, account, open opportunities and cases, and the owner. In return, we send calls with outcomes and recordings, messages, and leads, opportunities, cases, and tasks – by the rules we agree on.
What if SuiteCRM is temporarily unavailable?
Calls keep working – they run through the platform. If data didn't get through, the agent sees it, and the report shows what was sent to SuiteCRM and when.
Can SuiteCRM connect to our ERP and other systems?
Besides telephony, we connect SuiteCRM to ERP, inventory, and your databases. That's custom development, available under your support plan.
Which carriers work?
Bring any line you have: SIP trunks, T1, mobile via a gateway, or a standard landline. Calls pass through the IVR and queue before reaching an agent.
Do we need a separate report to see call volume in SuiteCRM?
No – just ask your AI: "Which hours this week did customers wait more than a minute?" It pulls queue numbers from CONTACT.WORK over MCP.
How much does a SuiteCRM integration cost?
We build the integration around your processes and bill it hourly: $60 per hour on the Pro plan, while on the Maxi plan the hours come from your package. We estimate the scope after discovery and agree on it before work starts.
Glossary
Terms on this page
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- Customer record
- The screen of customer data an agent sees during a conversation. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- ERP – enterprise resource planning
- Orders, inventory, and finance in one system. Learn more →
- MCP (Model Context Protocol)
- An open protocol that lets AI work with the data and actions of other systems. Learn more →
- On-premises deployment
- The system runs on the company's own servers, not in the vendor's cloud. Learn more →
- REST: exchanging data between systems over HTTP
- The standard way software exchanges data over the internet. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- Whisper coaching
- Supervisor coaching that only the agent can hear. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Hosting
- You rent a server from a provider instead of buying one. Learn more →
- Encryption
- Encrypted data can't be read without the key. Learn more →
- VPN
- An encrypted tunnel from the internet into an internal network. Learn more →
- SIP trunk
- A phone line from the carrier over the internet instead of a wire. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
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