3.2 - The integration

Now that you completed the call flow, we can move on to implementing the integration.

You know how to create a ticket for every incoming and every outgoing call. The requested variables you find in the list of core expressions. Make sure you have that set up.

Heads up: to have the brand name printed in the ticket, you must work with a local event that updates your ticket:

  • Create another local event on the welcome prompt
    • This post-event will update the ticket every time it leaves the welcome prompt
    • it adds the variable to the ticket so the agent and your reporting team knows which brand the customer called

To have the queue name printed in the ticket, we need another local event. Find out where you would place it best! Again, the queue name is in the list of core expressions.

Adding the time a caller waited and - if connected - the talk time to a ticket needs a little tinkering. Actually, you need to distinguish between calls that were not connected to an agent and those that were. Also, watch out which call leg you use. Give it a try, you'll find out!

Alright, that rounds up our tips and tricks for the helpdesk integration. Let's move on to transferred calls.

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