The Customer Experience is the only Metric www.votacall.com

CONTENTS

1. Overview 1 2. ConfiguringZendeskIntegration 2 2.1IntegratingZendesk2

3. VotacallUnityCRMFunctionality 3 3.1 ContactPop 3 3.2 ContactSearch 5 3.3 CallLogEntry 6 3.3.1ManualCallLogEntry 6 3.3.2AutomaticCallLogEntry 7

1. OVERVIEW

VotacallUnityseamlesslyintegrateswithZendesktofacilitatecontactlookupand“popping”forinboundandout-boundcalls,searchingforCRMcontactswithinVotacallUnityandclicktodialbothfromwithinVotacallUnityandZendesk.

ThisfunctionalityreliesonaCRMIntegrationlicensebeingassignedtotheuser,asshownbelow.PleasenotethislicenseisrequiredinadditiontothebaselicenseforVotacallUnityDesktop,Agent,SupervisororReception.However,thisfunctionalityisincludedinalltriallicensesfortheseVotacallUnityclients.

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

OncethislicenseisassignedandVotacallUnityisrestarted,theCRMpanelwillbecomeavailableinSet-tings(seeimage)

a)ToconfigureVotacallUnitytointegratewithaCRMplatform,simplyselecttheCRMplatformfromthedropdownlist.andcompletetherequiredfields.

b)YoucanalsoconfigureVotacallUnitytoautomaticallypoptheCRMcontactwhenthephoneisanswered(seeimage).

2. configuring zendesk integration

IfaCRMConnectorlicensehasnotpreviouslybeenassignedtotheuser,thenatriallicensewillautomaticallybeassignedthefirsttimetheCRMconfigurationsettingsareenteredinVotacallUnity.

UserLicenseUtilization

2.1 INTEGRATING ZENDESK

TointegrateyourZendeskintoVotacallUnitygotoSettings>CRMthenselectZendeskfromthedrop-downmenu.Enterthedomain,loginID(whichisnormallytheemailusedtologin)andtheAPIKey.

The Customer Experience is the only Metric www.votacall.com

Pleasenotethatyoudon’tneedtoenterapasswordastheAPIKeyisallyouneedtoauthenticate.EachusercanhaveaseparateAPIKey,orallusersinabusinesscanusethesameone.

Clickthetestbuttontosaveandtestthelogindetails

3.1 contact pop

VotacallUnitywilluseZendesktoidentifyinboundandoutboundcalls,includingqueuedcallcentercalls.

PleasenotethatifthesamenumberisattachedtoacontactinthedirectoryandintheCRMplatformthenVotacallUnitywillfindandusethedirectorycontactintheActiveCallWindow.

OncetheCRMconnectiontesthasbeensuccessfulclickOk.

3. Votacall Unity crm functionality

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

YoucansearchforCRMcontactswithinVotacallUnitytoperformclicktodialandmakeanoutboundcall.

TodisplaythecontactintheCRMplatform(thisisreferredtoas“popping”acontact)

Youcanalsoright-clickacalltopoptherecordinZendeskusingthedefaultbrowser,asshownhere.

ThisassumesthecontactwasfoundintheCRMplatformratherthanan-otherdirectory(forexam-pleanOutlookcontactsfolder).

Youcanalsoclickonthecalldetails“toast”notificationpopuptopopthecontact.

Again,thisassumesthecontactwasfoundintheCRMplatform.

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

PleasenotethatthecontactpoppingfeatureisdependentupontheappropriateCallNotificationsettingbeingmarkedactive.

PopCRMisenabledintheServices&SettingsTab

VotacallUnitycanalsobeconfiguredtoautomaticallypoptheCRMcontactwhenthecallisanswered,whichdependsontheAutomaticContactPoptabsettingsasshownontheleft.

3.2 contact Search

Whenyouperformacontactsearch,VotacallUnitywillcheckalldirectoriessuchasthegroup/enterprisephone-list,personaldirectoryandOutlooketc;butitwillalsosearchZendeskandreturnresults.Simplydoubleclickorrightclickanentrytomakethecall.

PleasenotethatyouwillneedtotypeinaminimumofthreeletterstosearchforaCRMcontact.

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

PleasenotethatthecontactpoppingfeatureisdependentupontheappropriateCallNotificationsettingbeingmarkedactive

ContactSearchSimplydoubleclickorrightclickanentrytomakethecall.

PleasenotethatyouwillneedtotypeinaminimumofthreeletterstosearchforaCRMcontact.

3.3 call log entry

WhenintegratedwithZendesk,VotacallUnitycanaddcalllogentriesonbehalfoftheuser.VotacallUnitywillcreateticketsforcalllogsandcontactcenterconversations,andthetickettypewillbesetasa“Task”.

Youcanalsoright-clickentriestosendanemail(iftheCRMcontacthasanemailaddressassigned)usingthedefaultmailprogram.

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

Right-clickonacallandselecttoaddamanualcalllogentry,asshownabove.

3.3.1 Manual call log entry

WhenintegratedwithZendesk,VotacallUnityalsoallowsyoutoaddacalllogmanually.

Youcannowaddfurthernotesmanually,thenclickOKtosavethecalllogentry.

ThecallnotewillbesavedagainstthatcontactinZendesk,pleasenotethatyoucanspecifywhethertoclosethestatusofthecalllogentryinZendeskorkeepitopenbytickingthebox.

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

IfyouclickShowCRMContactorCancelthenthecalllogwillnotbesaved.

YouwillnowseethiscalllogentryinZendesk,asshownbelow.

3.3.2 automatic call log entry

VotacallUnitycanbeconfiguredtoautomaticallyaddacalllogentryforanycallswhereacallloghasn’tbeenmanuallycreatedusingthestepsabove.Thisfeatureisactivatedasshownbelow.

AutomaticCallLoggingisactive

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK

The Customer Experience is the only Metric www.votacall.com

VotacallUnitywillautomaticallyaddcalllogentrieswhenthecallisreleased(thesametimeitisremovedfromtheActiveCallListinVotacallUnity).Onlybasicinformationonthecallispresented,basedonthedirectionofthecallandtheVotacallUnityuserthatmadeorreceivedthecall.Zendeskwilltimestampthecallinternally.

Howdoesautomaticcallloggingwork?

for more information on

Votacall Unity CRM Integration for zendesk

please reach out to the Votacall Solutions Group at:

solutions@votacall.com

User Guide

VOTACALL Unity CRM INTEGRATION

ZENDESK