There are several ways that you can use your existing telephone systems with babelforce:
- Your employees (agents ...) add their existing telephone/extension number in the section "Connect me at" in the babelConnect app. For more details, feel free to read this article. After the number was added, your employees will receive calls wherever they are assigned to a queue or inbound call route. They can then also use babelforce and any babelforce integration to make outbound calls as well - the calls will connect to their "Connect me at" number.
- babelforce can provide SIP (Session Initiation Protocol) accounts that you can use on your telephony device. You will find a number of articles to support you with the setup. Please get in touch with the babelforce team to discuss this option.
- If you are on a babelFlex or Enerprise plan, you can do a direct SIP connection from your PBX to babelforce. This will allow your employees to do outbound calls directly from their deskphones, or whatever device, that they have connected to your PBX. These calls will be routed over babelforce's multi-carrier network.
- You could also do without any phone system if you decide to take calls via browser phone (webRTC).
The first is the most common way that our customers use babelforce. You can be up and running in minutes and you get all your telephone call processes linked to your other systems (e.g. to Zendesk or your CRM), BUT without any dependency on the particular telephone system or even telephone end device your employees use.
The third "SIP integration" option is generally used when you want to control telephony routing yourself and where you want to take advantage of cheaper calling plans for outbound calls from babelforce. Note however, that you can also achieve most of these cost savings on outbound calls under option #1 and #2.
You can start on option #1 and still add the SIP integration later if you wish - that way it is easy to test out how everything works and then decide later about deeper integration.