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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:
User Guide
VOTACALL Unity CRM INTEGRATION
ZENDESK