Calling and synchronization are different
CTI means using the IllyVoIP phone inside your CRM. Contact synchronization and logging are separate settings: a connected CRM does not automatically mean the embedded phone is ready, and a connected phone does not prove a call log reached the CRM.
The current customer integration list offers HubSpot. Follow the controls available on your account; do not try guessed integration URLs for a connector that is not offered.
Prepare access with your administrator
- Open Account settings → Integrations → CRM Integration and check the HubSpot connection. Follow HubSpot sync setup for authorization and data options.
- Review the account permissions and the HubSpot user/account that will use calling. Use your own authorized identity, not a colleague’s login.
- Enable CTI where offered and wait for the setting to save. The Generate token action supplies the private CTI setup details; Regenerate token replaces them and must be coordinated with users of that integration.
- Give setup details only to the authorized CRM administrator through a private channel. Have them configure the supported calling integration for the intended CRM users. The Portal checkbox alone does not install or assign a phone inside the CRM.
Do not put CTI tokens or authenticated launch links into tickets, public pages or screenshots. If the calling entry point is missing in your CRM, ask its administrator or Support for the applicable installation/assignment steps rather than repeatedly regenerating credentials.
Open the phone and check readiness
Launch the configured IllyVoIP calling panel from the CRM. Complete the displayed connection/setup flow and allow microphone access for the actual calling page. Check the selected identity, audio device and connection status before placing a call. Browser permissions for the standalone Portal may not automatically cover an embedded calling page.
If another browser/device owns the same webphone session, use the offered takeover deliberately. Do not use two calling surfaces with the same identity as if they were independent phones. Close unused panels and avoid repeated takeover between them.
Call and check the matching contact
Check the destination and Caller ID before calling. A number from a CRM record can be missing its country code or belong to a different contact than expected. Answer/end and other controls affect a real call; normal calling charges and account restrictions apply.
After a permitted test, confirm the call result in IllyVoIP history and the correct CRM record. Check logging and recording-attachment settings separately. Avoid duplicate contact creation when a match is unclear; review the record and sync status first.
When the panel does not work
Check the CRM account/user, integration status, CTI enablement, browser microphone permissions and current webphone ownership. Reopen through the configured CRM entry point if the launch has expired; do not reuse an old shared link. If calls work but records are missing, troubleshoot sync/logging instead of changing SIP credentials.
For Support, send the CRM name, browser, time/timezone, visible error and public call reference if a call exists. Redact tokens and private contact data. See browser calling for everyday phone controls.