📞 SIP + Vtiger CRM Connector

Automating ticket creation for seamless technical support

My client faced challenges with technical support calls, as manually retrieving customer information and creating tickets in their CRM system was time-consuming. To streamline this process, I developed a connector between their SIP server and Vtiger CRM, automating ticket creation and improving efficiency.

The Solution

The connector, built in Python, bridges communication between the SIP server (via the SIP protocol) and Vtiger CRM (via its API). When a call comes in, the system automatically triggers a pop-up in Vtiger, displaying customer details. With a single click, a support ticket can be created, drastically reducing response time.

Key Features

✅ Automated Call Handling – Extracts caller information from SIP messages and retrieves customer details from Vtiger’s database.

📊 One-Click Ticket Creation – Generates a pop-up in Vtiger CRM, allowing support agents to create tickets instantly.

🔍 SIP Integration with Regex Processing – Uses regex to extract key details from SIP messages for accurate data retrieval.

🖥️ Softphone Functionality with pyVoIP – Leverages pyVoIP to receive SIP messages, process call data, and display real-time notifications.

🔔 Windows Toast Notifications – Provides instant pop-ups with customer information, linking directly to the relevant Vtiger CRM page.

Challenges & Learnings

Integrating SIP with a CRM was a complex task due to the intricacies of the SIP protocol. Understanding how to extract meaningful data from SIP messages took significant effort. By using pyVoIP, regex parsing, and database queries, I successfully created a seamless and efficient automation solution.

This integration not only reduces workload for support agents but also improves response time and customer satisfaction by making ticket creation effortless.

💡 Want to know more? Feel free to reach out!