Twilio Voice Integration
Seamlessly manage outgoing & incoming Twilio calls
Enable Twilio Calling
Go to the Twilio Inbox via the settings page of the extension.
Locate the phone icon at the panel on the right within the Twilio Inbox.
Enable the option 'Available to take calls' to receive incoming calls to your Twilio numbers.
View the list of Twilio numbers with the voice capability under 'Incoming Numbers & Caller IDs'.
Click on 'Enable Voice' to setup the calling feature for a particular Twilio number.
Obtain the process to activate Twilio calls at the Link Number pup-up.
Click on 'Link Now'.
You will now be redirected to the configuration of the Twilio number.
Make the following changes under the 'Voice Configuration' section.
At Configure with select TwiML App.
2. At TwiML App select Ulgebra Voice Integration - Freshdesk.
Scroll down and click on 'Save configuration' to save the changes made.
Note:
The above configuration for Twilio voice must be done from the App Admin account.
Twilio Voice Calls
Click on the phone icon to make the Twilio calls.
Select the Twilio Caller ID you wish to make the call from.
Enter the recipient's phone number.
Make the call from the Twilio number.
Receive calls made to your Twilio number.
View the details for the missed calls.
View the details of the ongoing call such as the recipient's phone number, Twilio from number and the duration of the call.
You can also mute and end the call when required.
Twilio Call History
Select 'Call History' to view the incoming and outgoing calls done through the Twilio numbers.
Here you can view the recipient number and Twilio Caller ID of each call.
You can view the status of declined or unattended calls as 'no-answer'.
The status of missed incoming calls will be reflected as 'call-missed'.
In case of calls attended you can view the duration of the call.
Also, view the agent who has attended each call.
Furthermore, you can directly call back from the history.
Agent Configuration
Click on the settings icon to access the Twilio voice call configurations.
View the list of Twilio numbers.
Here you would be able to enable the calling feature for multiple agents using each Twilio number.
Click on 'Configure Agents' at the required Twilio number.
You can now view the list of agents within your CRM account.
Select the required agents to enable the calling feature for them.
You can also remove any agent when required.
Click on 'Save Selection' to apply the changes.
Once the changes are saved, you can view the number of agents associated with the Twilio number.
