This article provides an overview for end-users on how to use Intermedia Unite in SugarCRM

Getting Started With Intermedia Unite For SugarCRM

After Intermedia Unite integration with SugarCRM is configured by your Administrator you will see Intermedia Unite button in the bottom right corner of the window.

If you don’t see Intermedia Unite in the bottom toolbar contact your SugarCRM Administrator and request they give you required permissions.

When you click on the icon you will be asked to sign in with your Intermedia Unite credentials.


Selecting Default Calling Device

Once you have logged in, you will need to select a default calling device. This is the device that will be used to place and receive calls in SugarCRM.

Select the device from the list and click Save.


Dialpad will be shown. If you need to change the default calling device, click on a gear icon to access Settings.

Choose the device you would like to use from the dropdown menu and click Save.


Making Calls

Option 1: Click-to-Call

Click-to-Call is the easiest way to make calls to your contacts. Just select the contact in SugarCRM and click on the handset icon to make a call.


Option 2: Dialpad

Dial the number using dialpad buttons, keyboard or just paste it and click Call icon.


Pick up your default calling device and the call will automatically start.


When the call is picked up on another end, you will see the call duration and details. To finish the call click End Call button in the plugin window or just hang up on your default calling device.


Receiving Calls

Calls From Existing SugarCRM Contacts

When you are logged into SugarCRM and someone calls your Intermedia Unite phone number, you will see a notification of the incoming call. To start the call pick up your default calling device.


During the call you can click on the contact icon to open contact information in SugarCRM.


Calls From Unknown Numbers

Same as for calls from known contacts, you will see a notification of the incoming call.


Once the call is answered, you will be able to create new Contact or Lead for this number.


Editing Call Data

You can change the call data during active call or after it was ended.

In the call menu fill in the Description field.


The data you entered will be automatically saved. Logs for incoming and outbound calls can be found in SugarCRM by navigating to Calls > View Calls.