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What is the recommended cloud telephony integration for Zoho Desk? Is there one software that performs the best? Which is the most popular?
Hi,
I am currently in the demo phase with Zoho Desk. We use Ring Central for our phone system, I know you can integrate with them. Is there an additional license fee for agents to integrate RC with Zoho?
Allison
We are a telecommunications (VoIP) provider, and we have a fusionPBX server from our and our customers phone services. And we and our customers want to connect and integrate this server to the zoho applications for daily activities, and for us we need the billing capabilities and data to be drawn from the PBX server.
Do you guys plan on getting this any time soon?
Is there a way to get Ring Central's call recordings to be stored onto the contact records? or at least an automatic link to the call recording?
Hi Jeff,
As of now we don't have the option to get call recording from RC and show in Desk but its in our roadmap.
Technically, we have implemented the integration using client SDK where RC doesn't provide the call recording. And we are planning to move the integration to server side implementation where RC will provide the call recording URL which will be shown in Call Activity & associated Ticket in Desk.
Thanks & Regards
Rajeshkannan
Awesome! Can't wait!
Good morning Zoho'ers! We use 3CX today and are considering moving over entirely to Microsoft Teams with Zoho. Don't get me wrong, we're staying with Zoho entirely and have integrated zoho apps into our teams environment. So, can you provide me a link or discussion on your best practices to use the Teams Phone system with Zoho so I can pass to my Director of Ops?
Perhaps I didn't word it perfectly. I didn't ask for features, I asked for best practices so would you recommend using your twilio interface for telephony integration then for now? Or??
Hello, we use the RingCentral integration with Zoho Desk, but it does not hold the login more than a couple of days (even after marking the remember me box). Then when it logs someone out, it doesn't ask if the user would like to log back in.
Is there some backend setting that I can switch to make sure it holds the login? Ideally, logins stay in place the same amount of time as the general Zoho one does.
We use Twilio as our telephony integration. When will we be able to dial out via a keypad? This would be a huge improvement. We are considering leaving Zoho specifically because of this.
Hi Chris,
We are working on to provide dial pad to manually dial a phone number and also tracking of those Calls.
Thanks & Regards
Rajeshkannan
Hello. We're a Zoho Partner working with a new account that is setting up a Zoho Desk Enterprise system for their call center (supporting multiple colleges as a district).
At this time, our goal is to establish a multi-directional interface between Zoho Desk and their Banner Student Information System (SIS) as well as their VoIP system to handle student calls into their help desk.
The concept process goes as follows:
1. The VoIP IVR prompts the Student for their 8-9 Digit Student ID
2. The IVR then sends this to Zoho Desk where the Student Info is automatically pulled up while the Call Center Agent handles the Student request.
3. The Agent then can relay the call or provide the Knowledge Base (KB) article to assist the Student.
We have some ideas on how to make this work but would like to consult these "experts" on the best way to approach this solution.
Additional info: Their existing phone system is NiceIncontact with Level-3 as the carrier and their SIS is Banner version 8 or 9.
Question 1> What approach to this setup would you take?
Question 2> What type of interface connections would you setup? Please provide any suggested interface engine connections/solutions/etc.
Please provide reference links, diagrams, etc. if possible.
Thanks!
-Ricoh
My customers increasingly want to SMS me. Right now I am having ringcentral email those messages but it is super unwieldy. I wish you treat SMS as a full channel.
We use wildix, and would like to know if there is anything additional that you can provide beyond the documentation.
Its been a week since my service provider has reached out to your offices and we still haven't been set up.
Hi,
Wildix already integrated with Zoho CRM, so they can integrate with Desk very quickly without much effort as both services has same PB APIs.
I couldn't find their mail. Can you please ask them to reach support@zohodesk.com so that i will help them to get the integration done.
Thanks & Regards
Rajeshkannan
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Hi,
It will be difficult to recommend any particular vendor without knowing your requirement, service coverage, support, etc.,
But, as for as popular vendors, you can check Twilio, RingCentral, Amazon Connect & Jive.
Thanks & Regards
Rajeshkannan