Configuring Settings to Connect VoIP to CRM

Module User Guide VoIP Module
> **Before you begin:** This module must be enabled first. Go to **Settings → System Upgrade** > and activate the **VoIP** module, then return to this guide.

Module Overview

The **VoIP** module connects your phone system to the CRM so that every call is automatically logged against the right contact. When a call comes in or goes out, the CRM shows who is calling, links the call to the caller's profile, plays back the recording (if enabled), and keeps a full call history you can search and export.

What you can do with this module

  • See live incoming and outgoing calls on your CRM dashboard as they happen.
  • Automatically match a caller's phone number to an existing contact or lead.
  • Open a caller's profile directly from an incoming call.
  • Browse a complete, searchable **Calls History** list.
  • Listen to or download call recordings (when recording is enabled).
  • Write a manual summary for any call, or let AI generate one automatically (if the AI module is licensed — see the separate AI guide for details).
  • View a contact's full call history from their profile page.

Supported providers

This module works with two kinds of phone systems:
ProviderDescription
**Asterisk**An on-premise PBX/VoIP server. Requires installing a small Windows application that bridges your phone system and the CRM.
**Navatel**A cloud VoIP service. Connects directly to the CRM over the internet — no Windows application needed.
> **Important:** If you select **Asterisk** (or any similar on-premise VoIP/PBX system) as your provider, you must install and use the dedicated **LoyalAxis VoIP Connector** Windows application described in this guide. Cloud providers such as Navatel do not require this application.

Activating the Module

To activate the VoIP module:
  1. Open the CRM and click **Settings** in the main navigation menu.
  2. Go to **System Upgrade**.
  3. Find **VoIP** in the list of available modules.
  4. Click **Activate**.
  5. The page refreshes and the **VoIP** settings tab and **Calls History** menu item become available.
> **Note:** You need administrator access to activate modules.

Choosing Your VoIP Provider

Before configuring anything else, decide which phone system you use:
  • Choose **Asterisk** if you run your own on-premise PBX server. You will need to install the Windows Connector app described later in this guide.
  • Choose **Navatel** if you use the Navatel cloud VoIP service. No extra software is needed on any computer.
You set this choice in **Settings → Voip → Provider**. The rest of the settings page adjusts automatically based on your choice.

Configuring VoIP Settings in the CRM

Go to **Settings → Voip** to open the VoIP configuration page.

Common fields

FieldDescription
**Provider**Choose **Asterisk** or **Navatel**.
**API KEY**A secret key that authenticates connections between the CRM and your phone system. Generate a long, random value and keep it private — you will reuse this exact value later (see [Connecting the Windows App to Your CRM](#connecting-the-windows-app-to-your-crm)).
**Tenant ID***(Navatel only)* Your Navatel account/tenant identifier. Required when the provider is Navatel.

Asterisk-only fields

These fields appear only when **Provider** is set to **Asterisk**.
FieldDescription
**Call Recording Directory**The folder (relative to your WordPress uploads folder) where uploaded call recordings are stored. Defaults to `app/voip-records`.
**Recording Retention (Days)**Automatically deletes recordings older than this many days. Set to `0` to keep recordings forever (disabled by default).

Call Summary Storage Mode

OptionMeaning
**Call Log (Current Behavior)**Each call creates a linked Call Log record with its own history entry.
**Call History (Form)**The summary is stored directly on the call record shown in Calls History, without creating a separate Call Log entry.

AI Call Analysis (optional)

If the **AI** module is licensed, an additional **AI Call Analysis** section appears with options to automatically transcribe and summarize calls. These options are covered in a separate AI documentation guide — see that guide for setup details.
When you are done, click **Save Settings**.

Asterisk Setup: The Windows Connector App

If you selected **Asterisk** as your provider, calls are not sent to the CRM automatically by the PBX itself. Instead, a small Windows application — the **LoyalAxis VoIP Connector** — watches your Asterisk server for call activity and reports it to the CRM in real time. This application also downloads and uploads call recordings when voice recording is enabled.
You must install this application on a Windows computer before Asterisk calls will appear in your CRM.

Network Requirements

Before installing the Windows application, make sure your network is set up correctly:
  1. **Same local network (LAN).** The computer running the Windows application must be on the same local network as your Asterisk/VoIP server. They do not need to be the same machine, but they must be able to reach each other directly.
  2. **Network connectivity (ping test).** From the Windows computer, confirm you can reach the Asterisk server:
- Open **Command Prompt**. - Type `ping ` and press **Enter**. - You should receive replies with no timeouts. If the ping fails, fix your network connection (cabling, VLAN, firewall) before continuing.
  1. **Open ports.** The Windows application connects to the Asterisk Manager Interface (AMI), which typically listens on port **5038**. If recording download is enabled, the application also needs SFTP access to the Asterisk server (port **22**). Make sure your firewall allows these connections between the two machines.
  2. **Internet access.** The Windows computer also needs an outbound internet connection to reach your WordPress CRM site and to activate the software license.
> **Tip:** If the ping test fails, nothing else in this guide will work. Always confirm connectivity first.

Installing and Activating the Windows App

  1. Download the **LoyalAxis VoIP Connector** installer and run it on the Windows computer that meets the network requirements above.
  2. Launch the application after installation.
  3. On first launch, the app asks you to sign in with your LoyalAxis account **username**, **password**, and your **CRM domain**, then click **Activate**.
  4. If your account requires manual approval, the app shows a **System ID** code.
- Click the copy icon to copy the System ID. - Open the activation page link shown in the app and submit the System ID to receive an **Activation Code**. - Paste the Activation Code back into the app and click **Activate**.
  1. Once activated, the main application window opens. The app remembers your activation, so you will not need to repeat this step on future launches.

Connecting the Windows App to Your Asterisk System

In the main application window, find the **VOIP Connection** panel on the left side and fill in your Asterisk Manager Interface (AMI) details:
FieldDescription
**Voip IP**The IP address of your Asterisk server.
**Port**The AMI port (default `5038`).
**UserName**The AMI username configured on your Asterisk server.
**Password**The AMI password configured on your Asterisk server.
Ask your Asterisk administrator for these credentials if you do not already have them.
  1. Enter all four fields.
  2. Click **Connect**.
  3. If the connection succeeds, the **VOIP Connection** status label turns green and the button changes to **Connected**.
  4. If it fails, check the **Log** box under the VOIP panel for the error message, and re-check your IP, port, username, and password.
Once connected, the application starts listening for call events from Asterisk (new calls, answered calls, hangups).

Connecting the Windows App to Your CRM

On the right side of the main window, find the **CRM Connection** panel:
  1. In the **API KEY** field, enter the **exact same API Key** you configured in the CRM under **Settings → Voip → API KEY**. This shared key is how the Windows application proves its identity to your CRM — the two values must match exactly.
  2. Click **Connect**.
  3. The app contacts your CRM to verify the key. If it matches, the **CRM Connection** status label turns green, the button changes to **Connected**, and your CRM domain appears next to **Domain**.
  4. If the connection fails, double-check that you copied the API Key correctly on both sides, and that the Windows computer has internet access to your CRM domain.
Once both the **VOIP Connection** and **CRM Connection** panels show green, the connector is fully active: calls detected on your Asterisk server are sent to your CRM automatically.

Full connection workflow summary

  1. Windows computer and Asterisk server are on the same LAN and can ping each other.
  2. The Windows application connects to Asterisk using the AMI address, port, username, and password.
  3. The Windows application connects to the CRM using the API Key that matches the one saved in **Settings → Voip**.
  4. When a call happens on Asterisk, the application detects it and sends the call details to the CRM in real time.
  5. The CRM matches the phone number to a contact or lead and displays the call on the **Calls** widget and in **Calls History**.

Enabling Call Recording (Optional)

If you want call recordings to appear in the CRM, enable voice recording in the Windows application:
  1. Check the **Voice Record** checkbox in the CRM Connection panel.
  2. Fill in the recording-retrieval fields that become enabled:
FieldDescription
**UserRoot**An SFTP/SSH username with read access to your Asterisk recordings folder.
**PassRoot**The password for that SFTP/SSH account.
**Rec Path**The folder on the Asterisk server where recordings are stored (default `/var/spool/asterisk/monitor`).
  1. Click **Browse** to connect over SFTP and pick a valid subfolder from a list, instead of typing the path manually.
  2. Click **Connect** again in the CRM Connection panel to save these settings.
When enabled, the application downloads each call's recording from the Asterisk server after the call ends and uploads it to your CRM, where it becomes available in the **Calls History** list and the **Call Summary** view.
> **Note:** Turning **Voice Record** on or off automatically disconnects and requires reconnecting the CRM Connection.

Other Windows App Options

OptionDescription
**Enable Logging**Turns on the activity log shown in the app. Useful when troubleshooting a connection issue.
**Sync Incoming Calls Only**When checked, only inbound calls are sent to the CRM; outbound calls made from your extensions are ignored.
**Language selector**Switches the application interface between English and Persian.
**Clear logs / Copy logs / Open log folder**Buttons near the log boxes let you clear the on-screen log, copy it to the clipboard, or open the folder containing the full log file — handy when asking for support.
**Lock icon**Minimizes the window and returns to a lightweight lock screen.
**Logout**Disconnects both connections, clears all saved settings from this computer, and returns to the activation screen. Use this only if you want to fully reset the application.
If you selected **Navatel** as your provider, no Windows application is required. The CRM connects directly to the Navatel cloud service.
  1. Go to **Settings → Voip**.
  2. Set **Provider** to **Navatel**.
  3. Enter your **API KEY** and **Tenant ID** (both required for Navatel).
  4. Click **Save Settings**.

Testing the Navatel connection

A **Test Navatel Connection** panel appears automatically when the provider is set to Navatel:
  1. Choose a **From Date** and **To Date** range.
  2. Click **Test Connection**.
  3. The CRM contacts Navatel and reports how many calls were found in that date range, confirming your API Key and Tenant ID are correct.
Calls are synchronized automatically in the background, and also whenever you open the **Calls History** page or the **Calls** dashboard widget.

Using VoIP in the CRM

Calls dashboard widget

Add the **Calls** widget to your CRM dashboard to see live calls as they happen:
  1. Go to your CRM **Dashboard** and click **Edit Dashboard**.
  2. Add the **Calls** widget to your layout.
  3. The widget lists the most recent calls, refreshing automatically every few seconds.
  4. Each row shows the caller's number, a button to open their profile (or create a new contact if they are not found), the extension that answered, the call time, and a **Summary** button.
**Widget settings** (available in dashboard edit mode):
  • **Title** — the label shown at the top of the widget.
  • **Last call count for initial display** — how many recent calls load when the widget first appears.
  • Style options: header background color, title color, widget background color, and text color.

Calls History page

Open **Calls History** from the CRM menu to see every logged call.
  • Search by **Call ID**, **phone number**, **date range**, or the raw provider call ID (**Voip ID**, under advanced search).
  • Each row shows the caller, receiver, call duration, direction (Inbound/Outbound), call date, and summary.
  • Click the **profile button** next to a call to open the matching contact or lead, or create a new contact if none was found.
  • Click the **download icon** to download the call recording (if one was captured).
  • Click the **summary icon** to open the **Call Summary** window (see below).
  • If you have permission, select rows and use bulk actions to delete multiple calls at once, or export the list.

Call Summary window

Clicking the summary icon on any call (from the widget, Calls History, or a contact's profile) opens a **Call Summary** window showing:
  • Call information: phone number, date, extension, direction, and duration.
  • A link to the caller's profile.
  • A download link for the recording (if available and you have permission).
  • A summary text box — write or edit a manual summary and click **Save**. If AI call analysis is enabled, the AI-generated summary appears here automatically and can still be edited.

Contact and lead call history

Every user and lead profile includes a **Calls History** tab showing every call recorded against that person's phone number, with the same summary and recording-download actions available.

Extension Number field

The module automatically adds an **Extension Number** field to your team members' profile forms. Set each colleague's internal phone extension here so the CRM can match answered calls to the right person and restrict their **Calls History** view to their own calls (unless they hold the **View All Calls** permission).

Permissions and Roles

Access to VoIP features is controlled by capabilities assigned to user groups.
CapabilityWhat it allows
**Calls widget access**See and use the **Calls** dashboard widget.
**View All Calls**See every call in Calls History and the Calls widget, not just calls answered on the user's own extension.
**Permission to delete Call History**Delete call records, and download recordings even without the Calls widget capability.
**Permission to view bulk actions in Call History list**See and use bulk actions (such as bulk delete) in Calls History.
**Permission to export of Call History list**Export the Calls History list.

Setting permissions

  1. Go to **Settings → Groups** (or your user permissions panel).
  2. Select the group you want to configure.
  3. Find the **Voip** section in the permissions list.
  4. Check or uncheck the capabilities as needed.
  5. Save changes.

Troubleshooting

ProblemWhat to check
**VOIP Connection stays red / fails to connect**Confirm the Windows computer can ping the Asterisk server. Re-check the IP, port, username, and password. Confirm the AMI port (default 5038) is open between the two machines.
**CRM Connection stays red / fails to connect**Confirm the API Key in the Windows app exactly matches **Settings → Voip → API KEY** in the CRM. Confirm the Windows computer has internet access to your CRM domain.
**Calls appear on the Windows app log but not in the CRM**Check the CRM Connection status is green (not just the VOIP Connection). Both connections must be active for calls to be reported.
**No recordings appear**Confirm **Voice Record** is checked and the **UserRoot**, **PassRoot**, and **Rec Path** SFTP fields are correct. Use **Browse** to verify the path exists and is reachable.
**Navatel "Test Connection" reports an error**Confirm the **API KEY** and **Tenant ID** in **Settings → Voip** are correct and that your Navatel account is active.
**A colleague's calls are not linked to them**Confirm their **Extension Number** is set correctly on their profile.

Best Practices

  • **Test network connectivity first.** Always confirm a successful ping between the Windows computer and your Asterisk server before troubleshooting anything else.
  • **Keep the API Key private.** Anyone with this key can submit call data to your CRM. Treat it like a password and change it if you suspect it has leaked.
  • **Match the API Key exactly.** Copy and paste the key instead of retyping it, in both the CRM settings and the Windows application, to avoid small typing mistakes.
  • **Set a recording retention period** if storage space is limited, so old recordings are cleaned up automatically.
  • **Assign Extension Numbers to every colleague** who answers calls, so answered calls are correctly attributed and access can be restricted per user.
  • **Review permissions carefully** before giving out **View All Calls** or **Permission to delete Call History**, since these expose or affect every user's call data.

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