How to use click-to-call to make calls from Zendesk (V2)

If you have already installed and integrated the babelConnect app in Zendesk, your babelConnect app will automatically grab the phone number of a user profile you are looking at and put it in the "Call to" field.

"Call to" - is the number that you will call.

The app does not only automatically fill the "Call to" field with the number displayed in the contact field "direct line Phone" of the user you are viewing, it will also take the user's phone number even if you are just viewing a ticket of this customer. This enables you to directly call and solve an issue at hand quickly and without searching and copy pasting the number.

"Display as" - is the number that you will display to the person you call.

The field will allow you to select the numbers you have available in your babelforce account. So, agents can display the main hotline number or select another line if you have several in your account.

 "Connect me at" - the phone number of your phone device

If you are not using a browser phone, you will have to enter a phone number the babelConnect app can call. Usually, this is a SIP-ID which is connected to a softphone (find further reading here).

 

Now, if a call comes in, you simply accept that first "leg" of the call on your softphone before the call is placed to the person you want to reach.

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