Contact Centre & Freshdesk Integration

Guide

CloudConnect Communications Pvt Ltd

CloudConnect telephony offers seamless integration with Freshdesk CRM and brings workflow automation to the system. The telephony adds a Contact Centre applet within the Freshdesk CRM.

Features –

Seamless Integration: CloudConnect seamlessly integrates telephony functionalities with Freshdesk CRM, allowing for smooth communication workflows within the CRM platform.

Contact Centre Applet: The addition of a Contact Centre applet within Freshdesk CRM enables agents to handle customer interactions more efficiently directly from the CRM interface.

Call Management: Users can manage incoming and outgoing calls directly within Freshdesk CRM, including call logging, recording, and tracking.

Caller Identification: Integration with telephony systems enables automatic caller identification, providing agents with relevant customer information before answering calls.

Benefits –

Enhanced Productivity: By bringing telephony features directly into Freshdesk CRM, CloudConnect streamlines communication processes, saving time and improving overall productivity.

Improved Customer Experience: Agents can access comprehensive customer information during calls, enabling personalized interactions and enhancing the overall customer experience.

Streamlined Operations: With workflow automation and centralized communication tools, businesses can streamline their operations and achieve greater efficiency in managing customer interactions.

Scalability: CloudConnect telephony integration is scalable and can accommodate the growing communication needs of businesses, making it suitable for both small and large enterprises.

Basic Requirements:

1.     Access to an administrator account for Freshdesk CRM.

2.     A Freshdesk plan that supports telephony integration.

3.     A valid subscription to CloudConnect Solutions. Please contact us directly at

 marketing@cloud-connect.in                      to register. 

Once you have an active CloudConnect and Freshdesk CRM account, you are ready to make and receive calls within Freshdesk.

Login on the Freshdesk –

Log in your Freshdesk account using the credentials, head to Dashboard you'll find the dialer icon located at the left bottom corner. Simply click on it to proceed.

Now, you will see the CloudConnect applet, featuring a dashboard where details such as call time, talk time, average talk time, disposition time, hold time, break time, mute time, and idle time are displayed. Additionally, you'll find options like missed call count, call waiting, call back, voicemail, and the ability to switch between auto/manual dialing modes. You can also toggle auto answer (On/Off), switch sessions, take breaks, and log out as needed.

Once you click on "Go to auto/manual dial," the dial pad will appear, allowing you to manually dial any PSTN/FLN contacts.

You can enter the numbers into the dial pad and then click on the call action button to initiate the call.

Once you click on the call action button, a pop-up will appear asking for permission to use the microphone (typically displayed during the initial login). Allow this permission, and your call will start ringing.

Once the dialed number is connected (when the end user picks up the call), you will have access to features such as Mute, Hold, Transfer, DTMF (Dual Tone Multi-Frequency), Dispositions, and Hangup. These features enable you to manage the call efficiently and effectively.

As per the default behaviour of Freshdesk, an automatic ticket will be created in the system.

After the call is completed, you will receive a disposition pop-up where you need to fill in the remarks and select the call disposition type. Once you have entered the necessary details, click on the save button to save the information.

Now, in the ticket’s menu, you can view all the tickets with details, including the inbound/outbound method, caller number, and other relevant information. If you need to update the contact details associated with the new case, simply click on edit, make the necessary changes, and then click on save to update the details.

When the account/extension receives an incoming call, the applet will automatically pop up, displaying the incoming call. The agent will have options to either accept or decline the call. To connect with the incoming call, the agent should choose to accept the call.

After the completion of the call, the agent will receive a disposition pop-up, where they need to fill in remarks and select the call disposition type to record the outcome of the call. Once the agent has entered the necessary information, they can click on the save option to save the details.

Once you click on "Tickets" in the menu tab, you will find the call records listed with details. This comprehensive information allows agents to track and review their call activities effectively.

If you wish to check any call details, simply click on the case, and a new page with detailed information will open. Here, you will find details such as agent name, call ID, caller number, call recording URL, call type (inbound/outbound), and related options.

Below is an example of a call recording with a URL. Whether it's an inbound or outbound case, you will receive the call recording URL when you open it.

If you want to download the audio clip, click on the three dots (...) next to the recording. A download option will appear; click on it, and your file will be downloaded and saved to your local system.

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