Twilio Voice Integration

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.

1. 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.