Ooma Office Pro Plus pro plus users can integrate their Ooma Office service with SugarCRM. Once integration is enabled, staff will have streamlined and automated phone communication with customers. Users will enjoy the following benefits:

  • Caller-ID lookup for incoming and outgoing calls will bring up matching customer and sales leads information in the Ooma Office desktop application.
  • Notes taken during the call will be saved against the SugarCRM customer, company, leads or sales data set.
  • A record of the call will automatically be created in the SugarCRM database if there is a match with an existing client
  • Users will be able to sync SMS and MMS messages that were sent and received through Ooma Office to their SugarCRM data set

Enabling SugarCRM integration

Before you can get started, an account admin will need to enable the SugarCRM integration for your account.

Then, you can turn SugarCRM integration on by following these instructions:

  1. Using the new look in the Ooma Office desktop application, navigate to the Integrations option from the main menu and select SugarCRM.
  2. If you are not logged in to SugarCRM, log in at this time. Note that you may need to provide the URL for your SugarCRM login since this is a cloud-based system.
  3. Choose the Connect option and decide whether to import your contacts. Refresh the SugarCRM webpage once this process is complete.
  4. Once you’ve granted permissions to Ooma Office, you will be redirected back to the Ooma Office desktop application.

Integrating contacts into your Ooma directory

You can integrate your SugarCRM clients into your Ooma directory during or after setup.

Once you have enabled contact integration through SugarCRM, your CRM’s contacts will appear in your personal directory in the Desktop App and in a new directory on your IP phone.

When you initially connect Ooma and SugarCRM, you will be prompted to enable contact integration at that point. If you’d like to toggle this integration on or off in the future, follow the instructions below:

  1. Log in to the Desktop App and select Integrations.
  2. Select SugarCRM.
  3. Chose the … icon to customize your preferences and update your contact integration settings.

Viewing client information

Once SugarCRM and Ooma Office are integrated, the remote party’s caller-ID be matched to the phone numbers of existing records in SugarCRM. If there is a match, you will see that contact information and the related sales and leads data in the Ooma Office desktop application anytime you make or receive a call.

You can use the open icon to open the matching contact in SugarCRM.

If there are multiple matches, you’ll need to select one from the list.

If you need to create a new client in SugarCRM, you can use the add icon to add the client’s information to SugarCRM.

Taking notes

You can use Notes option in the Dialer module if you’d like to take notes during your calls with clients

If you selected the Add Notes option, you can continue typing notes after the call winds down.

Remember to Save the notes when you are done.

Text message syncing

You’ll need to make sure to do both of the following before text message syncing will be available:

  • The account administrator will need to enable the SMS/MMS feature for each user. You can find instructions for this here.
  • The user will need to follow the steps outlined below to enable text message syncing:
    1. Navigate to the Integrations option in the Ooma Office desktop application.
    2. Locate SugarCRM in the integrations list.
    3. Use the settings menu to toggle the Save text messages in SugarCRM option to On.
    4. Save your changes.

Once text message syncing has been enabled, you can check saved messages by viewing them under the Notes tab for the relevant client phone number.

Please keep in mind that only text messages sent to and from an Ooma Office phone number will be saved to SugarCRM.