Symptom / Need

I need wolkvox CRM users to be able to initiate calls directly from CRM records, using the wolkvox Agent application, to streamline customer contact processes and automate dialing. I'm also looking to understand the additional features this integration offers agents within the CRM.

Context / Scenarios

The integration of wolkvox CRM with wolkvox Agent enables more fluid and efficient communication, connecting customer relationship management with call handling. This feature transforms the CRM into a control center for phone interactions, allowing agents to dial numbers with a single click and manage their status in wolkvox Agent directly from the CRM interface.

Usage scenarios:

• A sales agent needs to call a potential client registered in the CRM.
• A support agent needs to contact a customer to resolve a case.
• A supervisor wants his agents to use the CRM as their primary interface for all daily operations, including calls.

Answer (Solution / Recommendation)

To integrate calls between wolkvox CRM and wolkvox Agent, configurations are required in both wolkvox CRM and wolkvox Manager.

Configuration in wolkvox Manager (Token Generation and API Activation):

For the integration to work, you need to configure the token and activate the AgentBox API in wolkvox Manager:

Access the wolkvox Manager application.

1. To generate or copy a token, click the "Settings" button (gear icon) in the top menu.
2. Go to the "Integrations" tab.
3. Select the "Tokens" tab.
4. To generate a new token, add a description to the token
5. Click "Add Token".
6. In the token table, right-click the desired token and select "Copy Token." If the token doesn't appear, click "Refresh."
7. Paste this token into the "Configure Token" field in wolkvox CRM

To configure the AgentBox API:

1. Go to the "Settings" section in wolkvox Manager,
2. Go to the "Integrations" tab.
3. Select the "WEB Integration" tab. Here you'll need to activate one of the two API options.
4. "Enable AgentBox API Port" (API AgentBox V1): If you select this option, make sure to enter the same port number you configured in wolkvox CRM.
5. "Enable AgentBox API v2" (API AgentBox V2): If you select this option, the port is 443 by default and no additional configuration is required in wolkvox CRM or wolkvox Manager for the port.
6. Click "Save" to apply the changes to wolkvox Manager.

Configuration in wolkvox CRM:

1. In the left side menu of wolkvox CRM, click on "Settings" (gear icon).
2. Go to the "Integrations" tab.
3. Under "Integrations", click on the "Wolkvox" sub-tab.
4. Then, select the "Call Integration" tab.
5. Complete the following fields:
   1. Configure token:
      • Here you must enter the token generated in the wolkvox Manager application. If you don't have one, follow the steps to generate it in the "Settings in wolkvox Manager" section below.
   2. Configure port:
      • Enter the port configured in Wolkvox Manager. This port is only required if you're using AgentBox API v1. If you're using API v2, this field doesn't need to be specified, as API v2 uses port 443 by default.
   3. DNC List:
      • You can add phone numbers to the Do Not Call (DNC) list. These numbers won't be flagged by the system, functioning as a blacklist to prevent calls to specific contacts.
6. Once you've completed the fields, click the "Edit" button at the bottom to save and apply your changes.

Make a call from wolkvox CRM:

With the integration active and wolkvox Agent open and logged in on your device:

• In Wolkvox CRM, navigate to a record or list of records (for example, in the Contacts or Cases module) that contains a phone field.
• Locate the phone number and click the "Call" icon (usually a telephone icon).
• wolkvox CRM will send the dialing request to wolkvox Agent, and the latter will automatically initiate the call to the selected number.

Additional features for the Agent in wolkvox CRM:

Once the integration is configured, wolkvox CRM users with the appropriate profile will see buttons related to wolkvox Agent on the right side of the screen. These features can be enabled/disabled by user profile:

• Predictive Agent: Allows you to efficiently schedule outbound calls. Ideal for scheduling customer contacts at convenient times.
• Agent Predictive Campaign: Allows you to schedule an outbound call with the current client being managed in a predictive campaign. Works only with campaign calls.
• Mute: Mutes the agent's microphone in wolkvox Agent.
• Ready: Sets the agent's status to "Ready" in wolkvox Agent, indicating availability to receive calls.
• Logout: Logs the agent out of wolkvox Agent.
• Hang Up: Hang up the current call on wolkvox Agent.
• Hold: Puts the customer on hold at wolkvox Agent.
• ACW (After Call Work): Sets the agent status to "ACW" in wolkvox Agent, for post-call time.
• Transfer: Allows you to transfer the current call in wolkvox Agent, even to another agent's extension.