https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/ Recent content in Feature Overview on ~.UcClient.~ CRM Hugo -- gohugo.io https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/callcontrol/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/callcontrol/ Call Control # The adapter interface provides actions for controlling calls that are present at the user's primary extension Incoming Calls # When an incoming call is alerting the user's primary phone, the 'Answer' action is presenting. Information Circle info The answer action will also present if a held call starts to recall to the extension. Outgoing Calls # When making an outgoing call, the 'End Call' action is provided to hang up the call if there is no answer from the remote end. https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/makingcalls/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/makingcalls/ Making Calls # There are three ways to make calls from Zendesk using ~.UcClient.~. Dialling from within ~.UcClient.~ # Telephone calls can be made directly from ~.UcClient.~ by entering a number in the text box provided and pressing the dial icon to the right of the text box: Dialling from a Zendesk Contact # Telephone calls can be made directly from a Zendesk Contact by simply clicking on the telephone number link. https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/screenpop/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/screenpop/ Screen Popping # Zendesk can use the information provided by ~.UcClient.~ to automatically find and load records for the user. ~.UcClient.~ provides 3 options to control when this screen pop occurs: Manual screen pop -> Requires the user to press a button to activate the pop if they require it Screen pop on ringing -> Automatically attempts to pop a record as soon as a new call starts ringing at the user's phone Screen pop on answered (default) -> Automatically attempts to pop a record when a call is answered Refer to the settings section for more information. https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/task/ Mon, 01 Jan 0001 00:00:00 +0000 https://docs-voice.uk.xarios.cloud/crm/en-gb/zendesk/features/task/ Notes Creation # ~.UcClient.~ is configured by default to add a new 'Note' on the matched Zendesk Ticket when any answered call ends. The notes created are automatically populated with the time and duration of the call. Any dialled number, groups/queues and route path information will be added to the note where available. Note creation can be disabled in the Zendesk application settings for ~.UcClient.~. Refer to the screen pop section for more information about how note creation works with multiple screen pop matches.