Quick starting guide for the babelforce trial

Welcome to your babelforce trial. If you entered this page, you most certainly already registered for the trial via our babelforce platform and your account has been activated by us.

This article will guide you through the most basic features of babelforce to give you an inside to the app and its possibilities. We will cover two main areas in this guide:

1. Carry out the onboarding for your first agent in babelforce and make the call flow work
1a) Agent setup
1b) Discover App Modules
1c) Adjust your opening times (business hours) and add holidays
1d) Connect your business hours and calendar to the matching trigger
1e) Connect your phone number to your app modules

2. Integrate your helpdesk/CRM in our babelforce manger to open a ticket in your helpdesk/CRM whenever the created agent receives an Inbound call.
2a) Setup an integration
2b) Adjust the create ticket event

Once your account has been activated you can log into our manager app. Use the link we sent you to register for the trial:

Done? Great, welcome to our babelforce manager app. Here you can configure everything you would like to set up regarding your call flow as well as the integration with the helpdesk/CRM of your choice.

 

1. Carry out the onboarding for your first agent in babelforce and make the call flow work

For the trial phase, we most certainly already set up a number for you and assigned it to your account. Click on IVR call-flows > numbers to check if it is there.

1a) Agent setup

Next, let's set up an agent which is ready to take Inbound calls when someone is calling the number assigned to your account. To do this, go to Routing & Queuing > Agents and add a new agent.

mceclip0.png I named mine Christina. For the agent login, use the email address of your user. For me this would be christina@babelforce.com. You do not have to care about the remaining fields for the moment. Click to add your agent.

The agent will be added to the list of agents in your babelforce account. As the following screenshot shows, you have different information displayed for your agent:

  • the agent's number (which is empty still)
  • the group which this agent is assigned to (we will care about that in a second)
  • the status (also referred to as the "line-status"
  • the availability of the agent (I am busy at the moment writing this article)
  • on the far right hand side you can delete or edit the agent

mceclip1.png

To connect incoming calls to the agent, we have to enter a number in the number field. Once you use fully activated babelforce accounts, you will enter your SIP account number there. For now, just type in your mobile phone number.

Perfect! Now you can use our predefined call flow. That's what it does: when the call comes in, the caller hears a welcome prompt and is forwarded to the call queue where she waits until our agent picks up the phone. In case our agent is busy, the caller will hear a sorry prompt. If you want to learn more about it, check out our tutorial section. Here we explain it step-by-step.

1b) Discover App Modules

To have a look at this setting, go to IVR call-flows > Applications. You'll see a small list of predefined applications which come with the trial version. That is the call flow we will assign to your account phone number. Feel free to click through the different modules of the call flow: as you see when opening them, you can add prompts or different actions within these modules depending on their module type. They have in common though that an after flow is assigned to them, defining, which module follows the examined module.

Now, open module 1.0 to have a closer look at it. This app checks the opening hours of your business. As you can see when clicking on the "app" tab, there are three rules added here: If the call is reaching our agent on a holiday or outside of business hours, the caller hears a sorry prompt. If that is not the case and our agent is available, the caller hears a welcome prompt.

To make this all work, there are two things you need to do:

1c) We have to set up the correct opening hours and holidays for your agent's region.

1d) We must assign the right calendar to the trigger

Let's start with 1c: 

Go to Scheduling > Business hours. As the following screenshots shows, the business hours are predefined for the Berlin timezone.

mceclip1.png

By clicking on the blue button you we see that office hours are from Monday to Friday from 9am to 5pm, respectively. You can change the opening hours and timezone adjusting them to your own business hours.

mceclip2.png

Next, go to Scheduling > Calendar and you will see that a calendar has been added for the Berlin timezone. Click to change the time zone or enter the calendar and add local holidays for the days your business is closed.

1d) Connect your business hours and calendar to the matching trigger

Finally, go to Integrated Processes > Triggers and search for the Trigger "Outside Business Hours". Open it. You will see that the Expression is empty. From the drop down list select your calendar (Business Hours  [Office Hourse - Europe/Berlin]. Save it and you're done.

mceclip0.png

Repeat the same for the holidays:

mceclip1.png

There is one final step to make your call flow work:

1e) Connect your phone number to your app modules

You have to connect the number assigned to your account to this call flow. To do this, go to IVR call-flows > numbers again and connect the application 1.0 - Calendars, business hours, enabled, to this number.

Perfect, let's make a test call. Call the number assigned to your account and listen if everything is set up correctly. Did it work alright? Great, so let's move on to the next big chapter: The integrations part.

2. Integrate your helpdesk/CRM in our babelforce manger to open a ticket in your helpdesk/CRM whenever the created agent receives an Inbound call.

2a) Setup your integration

As you might have read in the general babelforce introduction, we offer integration with many different CRMs and helpdesks. If you are interested in integrating babelforce during the trial phase, look at the article for your CRM / helpdesk to set up the integration.

Once your integration is set up, it will be listed under Integrated processes > Integrations. Click on the "manage" button to synchronize your agent with the integration. Note that the agent has to have an account in the CRM/helpdesk of your choice. Otherwise she will not be shown in the list of agents which can be synchronized.

Once you click to synchronize, the agent will be listed in the overview section for the respective integration (and must follow the onboarding steps).

2b) Adjust the Create Ticket/ Call record event

Now comes the exciting part. We can set up processes which connect our babelforce manager with your helpdesk/CRM. We will have a look at a very simple event for a start: opening a ticket in your helpdesk/CRM for every call that comes in.

The event which opens the ticket is already implemented in the babelforce manager app. You find it under Integrated processes > Events. It is called "ZD-IB: Create ticket for each new inbound call".

mceclip1.png

As the label says, this event is created for a Zendesk integration (ZD) and is carried out for every Inbound call (IB). Opening the event gives us some further information:
mceclip2.png
Under "Create ticket -Options", we select the integration for which we want to use the event, namely the one we just created in the section above (I am using my Zendesk integration here). Click to save your changes. Please be aware that you might have to select different actions depending on the integration you are using. If you are struggling with that, check out our general article on integrations and setting up event (Link: to be created).

We're all set up now to test our integration! Make a call to the number assigned to your babelforce account and check if a ticket was opened in your helpdesk/CRM.

Congratulations, you built your first call flow and integration event in your babelforce manager app. Feel free to play around a bit and don't hesitate to contact our customer success team, should you have any further questions.

Have more questions? Submit a request