Welcome to Portal

?Unknown\pull-down

Welcome to Zoho Cares

Bienvenido a Soporte de Zoho

Search our knowledge base, ask the community or submit a request.



Welcome to Ask the Experts session! This is a monthly discussion in forums; each session, a panel of experts will take questions on specific topics related to Zoho Desk. The panel will be available for a 5-hour period and answer any questions posted here.

In this month's Ask the Experts, we will take questions on everything related to Telephony and the Call Module in Zoho Desk. We will discuss the following aspects: 

  • Integration with different Telephony vendors
  • Routing calls to agents
  • Converting calls as tickets
  • Related actions in the Call window 

Post your questions/ doubts/ suggestions on the topic and our experts will answer your questions, in real time, along with their suggestions and pro-tips on 8 August, 2019 from 6:30 - 11:30 AM PDT. 



Note: This is NOT a webinar. This event is a text-based discussion on the Zoho Desk community where our experts will field your questions for five hours straight. Start posting your questions as comments below. 

P.S. Unable to view the comment box? Use the Sign in option above to view the comment section and start asking. 

Previous ATE Sessions:
 
  1. Ask the Experts 5: Zoho Desk Extensibility
  2. Ask the Experts 6: Self-Service

1 user likes this announcement.
28 Replies
5 more

What is the recommended cloud telephony integration for Zoho Desk? Is there one software that performs the best? Which is the most popular?

  • 5 years ago

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

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

  • 5 years ago

Hi Allison,

No, there is no additional fee for for agents in integrating RC with Zoho Desk.

Regards,
Rohit - Zoho Desk

  • 5 years ago

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?

  • 5 years ago

Hi Ben,

We offer PhoneBridge API platform for this purpose using which you can integrate with Zoho Desk.

Would be greatly appreciated if you could help us with a detailed elaboration of your real time use case at support@zohodesk.com

Regards,
Rohit - Zoho Desk.

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?

  • 5 years ago

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?

  • 5 years ago

Hi Kevin,

We regret to keep you informed that the functionality being inquired for is not supported under the current implementation.

However, this has been added to our road map and you can expect it in our future updates.

Regards,
Rohit - Zoho Desk.

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??

  • 5 years ago

I have dropped an email at kevin*@r*********inc.com requesting a time frame to setup a call, gather an understanding of your current use case and suggest an appropriate service to integrate with.

We look forward to our email.

Regards,
Rohit - Zoho Desk

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.

  • 5 years ago

Hi Kyle,

This way of handling is done by RingCentral client SDK for security purpose and we can't change that now. When we move to server side implementation, this will not be a problem ie., will offer longer login validity as you'd expect.

Thanks & Regards
Rajeshkannan

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.

  • 5 years ago

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

  • Creator Certified Developer - Associate
  • 5 years ago

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

  • 5 years ago

Hello Ricoh,

Considering your account has the products NiceInContact, SIS Banner 8/9 and Zoho Desk, we presume you would mainly like to use Zoho Desk for KB articles and to achieve the following points,

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.

In this case, Points 1 & 2 fall under the capability of NiceInContact ie., on getting a inbound call, fetch/get the Student ID as input and then search the Student availability in SIS Banner/Desk using this Student ID and then present this student information to the agent in a client (either NiceInContact or Desk).

And based on the student info, agent will decide to do 3 ie., either will relay the call or will provide the KB article to student. Considering this point 3, we can use Desk as the client to show the student info (point 2)

To further offer our ideas on further approach this, please confirm if our understanding to your query is right. You may have your response sent to support@zohodesk.com
 


We look forward to your email.


Regards,
Rohit - Zoho Desk.

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.

  • 5 years ago

Hi Chris,

Thanks, we could understand the need and SMS as a channel is already added in our road map. Unfortunately, we are unable to share a tentative ETA at the time.

As an alternative, you may possibly check these,

- The dedicated Twilio SMS marketplace extension. For additional info, refer the following link -https://marketplace.zoho.com/desk/zoho-desk-twilio-sms-integration

- Integration via Zapier that offers an SMS based connection between Zoho Desk and Click Send. More info on https://zapier.com/apps/zoho-desk/integrations/clicksend



Regards,
Rohit - Zoho Desk

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.

  • 5 years ago

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