Zoho Additional Phone Fields

📋 Video Summary:

This training video explains how to ensure PhoneBurner recognizes all relevant phone number fields from your Zoho CRM, including custom fields. While standard Zoho fields like Home Phone, Mobile, and Phone are automatically recognized, custom fields require a special naming convention in the API name for PhoneBurner to treat them as dialable.

🔑 Key Points Covered:

1. Standard vs. Custom Phone Fields in Zoho

   • Standard Zoho phone fields (e.g., Home Phone, Mobile, Phone) are automatically detected by PhoneBurner.

   • Custom phone fields (e.g., “Direct Line”) are not automatically recognized.

2. How PhoneBurner Determines Dialable Fields

   • PhoneBurner uses the API Name of a field, not the display label.

   • Any custom field with an API name that includes "phone" will be treated as a dialable number.

3. How to Check/Change API Names in Zoho:

   • Go to Setup > APIs & SDKs > API Names.

   • Search for the module (e.g., Contacts) and locate the custom field.

   • If the API name doesn’t include the word “phone,” PhoneBurner will ignore it.

4. Two Fix Options for Non-Dialable Fields:

   • Option 1: Create a new custom field with a proper API name (e.g., direct_phone_2) and use a workflow to copy the data from the original field.

   • Option 2: Edit the existing field and change its API name to include “phone” (e.g., from direct_line to direct_phone2).

5. Confirming the Fix:

   • After changing the API name, relaunch a PhoneBurner dial session.

   • All properly named phone number fields will appear as callable numbers in the session.

6. No Field Limit:

   • There is no limit to how many phone number fields you can have, as long as their API names include "phone".

🏷️ Tags:
PhoneBurner, Zoho integration, custom fields, phone number API, call mapping, dial session setup, Zoho CRM, outbound sales, call automation, CRM integration, phone field recognition

🧹 Cleaned-Up Transcript:

[Music]

Hello there, and thank you for taking a moment to watch this video. In this training, we’re continuing our discussion of the PhoneBurner integration with Zoho—focusing specifically on dialing contacts with multiple phone numbers.

📞 Standard vs. Custom Phone Fields

In Zoho’s Contacts or Leads modules, you have standard phone fields such as:

• Home Phone

• Mobile

• Phone

• Other Phone

These are automatically recognized by PhoneBurner.

But Zoho also allows you to create custom fields that store phone numbers. These fields are not automatically recognized by PhoneBurner unless their API names are set up correctly.

🧪 Example Test

I’ve added two custom phone number fields:

• Direct Phone

• Direct Line

I’ve filled both with phone numbers—but when I start a PhoneBurner dial session, only Direct Phone shows up. Why?

🔍 Step-by-Step: Fixing the Issue

1. Open Zoho Setup:

   • Click the gear icon, go to Setup, then scroll to APIs & SDKs.

2. Access API Names:

   • Click on API Names, then select the Contacts module.

3. Compare Field Names:

   • Direct Phone has an API name that includes the word “phone” → ✅ recognized by PhoneBurner.

   • Direct Line does not include “phone” → ❌ not recognized.

✅ How to Fix It

You have two options:

Option 1: Create a New Field

• Create a new custom field with an API name like direct_phone_2.

• Use a workflow to copy data from Direct Line into this new field.

• This is safer if the original field is tied to automations.

Option 2: Edit the API Name

• If safe to do so, edit the existing field and change its API name to include “phone”.

• For example, rename direct_line to direct_phone_2.

Note: The field label seen in Zoho can remain the same. Only the API name matters for PhoneBurner.

🔁 Test It Out

• Relaunch your dial session in PhoneBurner.

• You’ll now see all four fields appear as dialable options—including the newly recognized Direct Line.

📌 Key Reminder

There’s no limit to how many phone number fields you can add to a Zoho record. Just make sure the API name includes “phone”, and PhoneBurner will treat it as a dialable number.

Thanks again for taking the time to watch this video. I hope it helps your team get more out of the PhoneBurner integration with Zoho.

And as always, happy dialing!

[Music]