Custom Helpdesk Integration Overview

Cloud Voice supports to integrate with a Helpdesk via API, so as to combine phone system with customer support service. The integration allows Helpdesk users to quickly get customers' profile and history call details on Helpdesk system while dealing with customer phone calls using their PBX extensions; it can also implement automatic ticket creation based on customer phone calls, so as to streamline the workflow. If your desired Helpdesk is not listed among the ready-made integrations provided by Cloud Voice, you can create a custom Helpdesk integration template to connect the Cloud Voice with a Helpdesk that supports REST API.

Requirements

  • PBX Server
    • Firmware: Version 84.21.0.66 or later.
    • Plan: Enterprise Plan (EP) or Ultimate Plan (UP)
  • Helpdesk System: Supports REST API.

Key features

The integration of Cloud Voice with a custom Helpdesk via API provides the following key features:
Note: The availability of the features (excluding 'click to call' feature) depends on the capability of the Helpdesk and your template settings.
Click to Call
Users can launch calls by a single click on the detected numbers from the Helpdesk via Cloud Voice App Web Client.
Note: This feature requires users to install 'Cloud Voice Cloud Voice App for Google' Chrome extension and set up Cloud Voice App Web Client to work with the Chrome extension.
Call Popup
Automatically bring up the contact's profile on the web browser when users (with their Cloud Voice App Web Client or Cloud Voice App Desktop Client logged in) receive / answer an inbound call from a Helpdesk contact, or supports to manually open the contact URL during a call from the call window.
Contact Synchronization
Synchronize Helpdesk contacts to an associated PBX phonebook when receiving inbound calls from / placing outbound calls to Helpdesk contacts.
Contact Creation
A new contact can automatically or manually be created in Helpdesk for unknown inbound calls or outbound calls.
Call Journal
All the call activities get logged automatically to the Helpdesk when a user ends calls with Helpdesk contacts.
Call Recording Playback
Helpdesk users can see and play recordings stored in the PBX from corresponding call log in Helpdesk interface.
Automatic Ticket Creation
A new ticket will automatically be created in Helpdesk for inbound calls or outbound calls.

Guidances