The Telephony feature allows turning calls into new tickets or linking them to existing tickets. To configure, simply register a telephony group and define the available parameters.
When a new call is routed to an agent in the group, the system will automatically open a “Phone Call” tab displaying all tickets associated with the call number for possible linking. At the end of the service, the tab will close automatically.
⚠️Attention: Feature available only for Operator and Admin profiles.
Chat Settings
To configure the features, go to: Support Service > Settings > Telephony.
1. Access Support Service > Settings > Telephony > Telephony Groups;
2. Click on New;
3. Fill in the Name and the Queue ID;
💡Tip: Provide the queue identifier of the telephone center that corresponds to the group.
4. Enable or disable the Operating Hours;💡Tip: If disabled, calls will be directed at any time when an agent is online. When enabled, it is necessary that the operating hours are active.
5. Define the Holidays on which there will be no telephone service, even if agents are online;
6. Enable or disable Overflow, which redirects calls to another group if all agents are unavailable or outside business hours. If enabled, select the groups for overflow;
7. In Parameters, choose if agents can transfer calls to other agents in the group and set the conditions for automatic transfer:
Only if the client is inactive,
Only if the client's number is not found;
If the client is inactive or the number is not found;
Do not transfer.
8. In Administrators, specify who can monitor group calls and view indicators;
9. In Agents, select the agents who will handle the calls. Every group must have at least one enabled agent;
10. Save the information.
Done! Telephony group successfully configured.
Before setting up active voice calls, you need to enable the telephony parameter in your account:
Enabling the Telephony Parameter
1. Go to Settings > Account > Parameters;
2. Click on the Additional Modules tab, go to the Telephony Support section, and enable it to use external API for calls;
3. Save the settings.
Done! The next step is to use the Zenvia Voice token to integrate it with your Zenvia Customer Cloud Enterprise Support module:
Zenvia Voice Token
1. Access Zenvia Voice;
2. Click on Developers > API Settings, in the top menu;
3. Press the button Generate new access token;
4. Click on Copy.
💡Tip: If the token doesn't appear immediately, click on Generate and then copy the token.
With the token in hand, you will configure the parameters in Zenvia Customer Cloud:
How to configure phone parameters
1. Go to Support Service > Configuration > Telephony > Telephony Parameters;
2. In the Provider field, select Zenvia Voice;
3. Fill in the API Token;
4. Click Save.
Done! Parameters successfully added.
After the configuration, you need to add the extension to your account:
Add Extension to Contacts
1. Go to Profile > Edit Profile;
2. Go to the Contacts tab, in the section of Other Contacts;
3. Select the type Extension and enter the contact’s extension number.
Extension Number in Zenvia Voice
To find the extension number:
1. Open the Webphone;
2. Copy the contact number (Example: 2000);
3. Click on Save.
How to use active calls
Active calls are located in the Tickets, next to the contact's name and email, represented by a phone icon.
By clicking this phone icon, a modal will be displayed showing the registered numbers. Select the desired one, click on Call and open the Webphone.
During the call, a modal with the call monitoring will be displayed, showing the contact's name, Ticket number, and elapsed time.
After the call ends, refresh the ticket to view the call information, including date, time, and duration.
💡Tip: The call recording will be available for listening by clicking Listen to message.
If a contact does not answer your call, it will be considered a missed call in the ticket history.
⚠️ Attention: If you do not associate the ticket with the desired contact, the call will be charged, but the context will not be on the ticket, only in the Zenvia Voice call log.