kookoo-zoho integration document - ozonetel€¦ · kookoo zoho integration document...

KOOKOOZOHOINTEGRATIONDOCUMENT

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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