Introduction

 wolkvox CRM allows calls to be initiated directly from CRM records, using the wolkvox Agent application, to streamline customer contact processes and automate dialing. Additionally, I seek to understand the additional functionalities that this integration offers agents within the CRM.

The integration of wolkvox CRM with wolkvox Agent enables smoother and more efficient communication, connecting customer relationship management with call operations. This functionality transforms the CRM into a control center for telephone interactions, allowing agents to dial numbers with a single click and manage their status in the wolkvox Agent operation 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 their agents to use the CRM as their main interface for all daily operations, including calls.    

Configuration

To integrate calls between wolkvox CRM and wolkvox Agent, configurations must be made in both wolkvox CRM and wolkvox Manager.

Configuration in wolkvox Manager (Token Generation and API Activation)

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

Access the wolkvox Manager application.

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

To configure the AgentBox API

1. Enter the "Configuration" section in wolkvox Manager.    
2. Go to the "Integrations" tab.    
3. Select the "WEB Integration" tab. Here you must activate one of the two API options.    
4. "Activate 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. "Activate API v2 agentbox" (API AgentBox V2): If you select this option, the port is 443 by default and does not require additional configuration in wolkvox CRM or wolkvox Manager for the port.    
6. Click "Save" to apply the changes in wolkvox Manager.    

Configuration in wolkvox CRM

1. In the left sidebar menu of wolkvox CRM, click "Configuration" (gear icon).    
2. Access the "Integrations" tab.    
3. Within "Integrations," click 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 "Configuration in wolkvox Manager" section above.                    
   2. Configure port:                
      • Enter the port configured in wolkvox Manager. This port is necessary only if you are using the AgentBox v1 API. If you use the v2 API, this field does not need to be specified as the v2 API uses port 443 by default.                    
   3. DNC List:                
      • You can add phone numbers to the Do Not Call (DNC) List. These numbers will not be dialed by the system, functioning as a blacklist to prevent calls to specific contacts.                    
6. Once the fields are complete, click the "Edit" button at the bottom to save and apply the changes.    

Making 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 (e.g., in the Contacts or Cases module) that contains a phone field.    
• Locate the phone number and click the "Call" icon (usually a phone icon).    
• wolkvox CRM will send the dialing request to wolkvox Agent, and the latter will automatically initiate the call to the selected number.    

Additional Agent Functionalities 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 functionalities can be enabled/disabled for each user profile:

• Agent Predictive: Allows scheduling outbound calls efficiently. Ideal for planning contacts with clients at convenient times.    
• Agent Predictive Campaign: Allows scheduling 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: Ends the current call in wolkvox Agent.    
• Hold: Puts the customer on hold in wolkvox Agent.    
• ACW (After Call Work): Sets the agent's status to "ACW" in wolkvox Agent, for post-call time.    
• Transfer: Allows transferring the current call in wolkvox Agent, even to another agent's extension.