4.9 Calls and Call Tickets

In CloudCX Voice, after the voice service is set up on the Admin Control, you can handle incoming calls and check call logs on the Agent Panel.

1 Set Call Status
2 Incoming Call
3 Outgoing Call
4 Talking Call
5 CRM Integration

All the incoming calls are auto-attached as a message into a new ticket, and you can manage the voice tickets the same way as other tickets. Voice tickets are created by the following rules:

When a call comes in, a ticket is created immediately, no matter if the call is answered or not. The events during the call will be attached to the ticket.
Incoming calls follow the routing and distribution settings of the Voice system, so routing and auto distribution configurations of Inbox have no impact on voice tickets.

Set Call Status

When logging into the Agent Panel, you can choose a separate status for Voice, which is independent of Web Chat and Inbox.

You can also change the status after login.

Your call status can be:

Online: When you are available to take a call.
Offline: When you are unavailable for a call, you can log out.
Ringing: When an incoming call rings, the system automatically switches your status to Ringing.
Talking: When you are taking a call, the system automatically switches your status to Talking.
Dialing: When you are making an outgoing call, the system automatically switches your status to Dialing.

You can only manually change your status to Online or Offline. Ringing, Talking, and Dialing status can only be updated automatically by system identification.

Incoming Call

When you receive an incoming call:

The system will pop up a softphone window. The window shows the caller’s name and number.
The voice status in the top right corner will be switched to Ringing.
A new ticket created successfully with recorded the call event.
You can accept or decline the call as needed.
You can click View in Inbox to enter the ticket.

Outgoing Call

When you want to make an outgoing call, you can make a call via dial pad, phone book, or contact information.

Before make a call, if your agent account bound two extensions, you need to click and select one extension to make an outgoing call.

Make an outgoing call via Dial Pad

Directly enter the phone number, and click the phone icon to make the call.

Make an outgoing call via Phone Book

Click button to open the phone book.
You can click Company, Teammates, Ext List to select a contact to make a call.

Company: That is company contact, agents can search for Username or Extension in Search, find the person they want to contact, and click the phone icon on the right to make a call.
Teammates: Internal agents in the system who have bound their Phone System extension numbers can search for Name or Phone Number in Search, find the person they want to contact, and click the phone icon on the right to make a call.
Ext List: The synchronized list of users created in the Phone System, and agents can search for Username or Extension in Search, find the person they want to contact, and click the phone icon on the right to make a call.

(Optional) When a contact have more than one extension, you can click to select an extension.
Click button to make the extension number filled in the dial pad.
Click the phone icon to make the call.

Make an outgoing call via Contact Information

Click Contact Information to open the Contact Information drawer.
Click the phone icon next to the Phone Number to make the extension number filled in the dial pad.
Click the phone icon to make the call.

Talking Call

When you’re talking a call:

In the pop-up a softphone window, you can do the following:
- Mute or Unmute the call.
- Hold or unhold the call.
- Transfer the call to another agent or extension.
- Make a new call.
- Hang up the call.
The ticket record the call pick up event, and automatically switch the ticket status.
The voice status in the top right corner will be switched to Talking.

CRM Integration

If the system integrated with third-party CRM, including Salesforce, Zoho, HubSpot.

When an external call comes in, the caller's information will be automatically synchronized to the third-party CRM. You can find more details from 8. APP&Integrations.