kookoo-zoho integration document - ozonetel€¦ · kookoo zoho integration document...
TRANSCRIPT
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Prerequisite
GetaKOOKOOaccount.(http://enterprise.getkookoo.com/)
GetaZOHOCRM/ZOHODeskaccount
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Integrationsteps
Step1:
ü LogintoyourKooKooAdminaccount.ü CreateanAgentwithID/Passwordü Assignthemtoadefaultskill–“General”&SaveAgentinformation.
Field DescriptionAgent ID (required) The nameby which the Agent is to be mapped on the portalPassword (required) Password can be anyAlphanumeric characterAgent Name (required) Can be the same as the Agent ID if requiredEmail Email id is optionalAgent Data Additional Information on theAgent
Priority (required)Agent Priority based on skill level as to whom the inbound call shouldland first. Priority 1 is the highest
Agent Modes (required)
One mode needs to be selected· Inbound: Inbound call only· Manual: outboundcall· Preview: outbound call with preview options to view customer
numbers that are dialed by the system· Progressive: Outbound calls that are dialed sequentially by the
system· Blended:Agentwho can handle both InboundandOutbound calls
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Step2:
ü LogintoyourKooKooAdminaccount.ü CreateaPhoneNumberforAgent.(Thisistoreceivecallfromcallers)
Step3:
ü GotoConfigurations>Integrationsmodule.
Step4:
ü ChoosetypeofZohoaccounttointegrateandClickon“GRANTACCESS”.
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Step5:
ü OnceyouclickonGrantaccess>applicationtakesyoutologinpageofZOHO.ü LogintoyourZohoCRM/ZohoDeskaccount.
Step6:
ü ACCEPTtheaccess,toproceedKOOKOO&ZOHOintegration
ü Integrationsuccessmessageisobservedü AcheckisdonewithrelevantZOHOCRM/Desktabalongwith“Setting”icon.
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Step7:
ü ClickonSettingsIcon,tomapKOOKOOAgentswithZOHOUSERs.ü ClickonEditbuttontogetalistofUsersfromZOHO.
Step8:
ü ChooseaZOHOUserfromthelistandSAVE.
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Step9:
ü ObserveSuccessnotificationofAgentmapping.
Step10:
ü GotoCampaigns>OpendesiredCampaignpagetoenableZOHOPlugin.ü UsePLUGINin“HitScreenpopURLAt”fromthedropdownlist.ü UsedesiredCRMPlugin(ZOHOCRM/DESK)fromthedropdownlist.
Step11:
ü ClickonSettingsIcon(assaidinStep7),toconfigureClick2Callfeature.
ü ClickonGenerateClick2Callfeaturebutton&observebelownotificationonKOOKOOAdminpage.
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HowtomakeCalls
Overview:
ü LogintoKOOKOO->AgentLogin->MakeToolbartoREADYStateü LogintoZOHOCRM/DESKü CreateaLead/ContactinZOHOü Observe“Click2Call”button.(whichispartofIntegration)ü Clickonbuttontoinitiateacall.ü OnZOHOlogin,screenpopupisobserved.ü Agentwillanswerthecallfirst->thenKOOKOOstartsdiallingtoCustomernumber.ü Oncecallissuccessful,CallcontrolsareviewedonAgentToolbar.ü OnZOHOlogin,screenpopupisobservedwithDispositiontowriteandcreatean
Event/Task/Call/.ü Oncecalliscompleted,Activitiesarecreatedalongwithcallrecording.
A. LogintoKOOKOO->AgentLoginpage
AGENTLOGINPAGE
Customer CustomerNameforKOOKOO
AgentId AgentIDforloggingintoKOOKOO
PhoneNumber RegisteredKOOKOOmobilenumberorcouldbeaninternalextensionoranyregisteredPhoneNumber
Pin AgentPin(Password)forauthentication
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B. LogintoZOHO
CreateaLead/ContactinZOHO&Observe“Click2Call”button.
C. Clickonbuttontoinitiateacall
OnZOHOlogin,screenpopupisobserved
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D. Agentwillanswerthecallfirst->thenitstartsdiallingtoCustomernumber.Oncecallissuccessful,CallcontrolsareviewedonAgentToolbar.
E. Duringthecall–AgentwritingDispositiononZOHOScreenpopup.
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F. OnZOHOlogin,screenpopupisobservedwithDispositiontowriteandcreateaTask/Call/.
G. Oncecalliscompleted,Activitiesarecreatedalongwithcallrecording.
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PortingaexistingPhoneNumbertoTwilio
Portingatelephonenumberisasixstepprocessthatcantakeuptofour(4)weeksdependingonthetypeofnumberyouareportingandthecountrythenumberislocatedin.TheprocessincludesalotofcoordinationbetweenyourcurrentcarrierastheRespOrg(responsibleorganization)totransfertoTwilio.1.SubmityourPortingrequest.LogintoyourTwilioprojectandgoingtothePortingRequestpage.Youwillneedthefollowingforasuccessfulrequest:Theauthorizeduserorowner’sfirstandlastname.Thecorrespondingserviceaddress.Thismustbeanactualphysicaladdress.POBoxesarenotvalidaddresses.ALetterofAuthorization(LOA)signedbytheauthorizeduserand/orownerofthenumber(s).NotethattheinformationonyourLOAmustmatchtheauthorizedusernameandserviceaddressprovidedbyyourcurrentcarrier.ObtainaCustomerServiceRecord(CSR).Ascanned(orelectronic)copyofthemostrecentphonebill,withinthelast30days,thatincludestheaccount,owner/authorizedusername,andaddressinformationforallthenumbersyou’dliketoport.Readthemostcommonreasonforrejectionstoavoidthem.2.NumbergetsapprovedbyTwilio.IfeverythinginStep1wasdonecorrectly,youcanexpectyourPortingrequesttobeapprovedin24hours.Again,dependingonthetypeofnumberyouareporting(forexample,TollFreeorLandline),theapprovaltimemayvary.3.NumberisSubmittedtoCarrierPartner.Thiscantakeupto24hours.Yourrequestisthensubmittedtoyoursoon-to-beformercarrierasaportrequest.Duringthistime,donotcloseyouraccountwithyourcarrierandkeepyournumbersactive.4.CarrierPartnerreachesouttoLosingCarrier.Thiscantakeone(1)weektocomplete.5.Responsefromcarrier.Atthispoint,yourrequestwilleitherbeapprovedorrejected:a. Approved:Ifapproved,thenyouwillreceiveaportingdateofwhenyournumberwillhaveportedtoTwilio.b. Rejection:Theseoccurforavarietyofreasons,suchasanincorrectPINforanaccount,anaddressorzipcodethatdoesn’tmatchthecurrentcarrier’srecord,oraportrequestmadebyanunauthorizeduserontheaccount.
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Readmoreaboutcommonreasonsforportrequestrejectionshere.Additionally,youwillneedtoreachouttoyourlosingcarriertofindoutwhat’sneededtomoveforward.Dependingontheneedsofthecarrier,thiswilladdanundeterminedamountoftimetoyourportingrequest.6.Twilioreachesouttoyouwithyourportingdate.TwiliowillsendyouanemailofyourportingdateforwhenyournumberwillbetransfertoTwilio.Onceyourdatehaspassedandyou’veverifiedthenumberhastransferredtoyourTwilioproject,youcanbeginusingyournumber.PleaseconfigureyourvoiceandsmsURL’satthistime.
Belowisthelinkforreference.
https://support.twilio.com/hc/en-us/articles/223179348-Porting-a-Phone-Number-to-Twilio