INTRODUCTION

HappyFox allows your staff to handle inbound calls through Ringcentral from within the HappyFox app. This article takes you through the entire lifecycle of an incoming call, starting from call arrival upto ticket creation.

Call recordings from RingCentral can be added as a new ticket or appended to an existing ticket. Call recordings and additional meta-information about the call are captured on the ticket. In addition, tickets are automatically created for calls sent to voicemails.

This feature is available on Fantastic, Enterprise and Enterprise Plus plans.

 

RECEIVING CALLS FROM WITHIN HAPPYFOX

Login

Log into RingCentral via HappyFox to make yourself available.

Note that

1. Agents who are selected in the “Category and Staff Association” section in RingCentral Manage page can see the phone icon.

2. RingCentral users who are selected in the “Users” section in RingCentral Manage page can log into RingCentral through HappyFox.

Image: Login Step 1

Image: Login Step 2

On successful login, the phone icon turns green, indicating that inbound and outbound calls are available from within HappyFox.

Image: Logged in User

Inbound calls through RingCentral

1. When a call arrives, a notification appears on the top section.

2. You can accept or ignore (Reject) a call.

3. You can choose to “mute” yourself during the call.

Call workflow varies according to the following scenarios. 

Scenario 1: No Contact Found with matching Phone Number

Image: No Contact Found

• Accept the call.

• Enter contact information and click “Save”.

Image: Enter New Contact

Create a ticket by clicking on “Create Ticket”. 

Image: New Contact Ticket Creation Step 1

1. Create Ticket will create a new ticket automatically on a single click and open up the ticket detail page with a default message. This default message will get overridden with the call recording once the call is done.

2. Private Notes will also open up by default so that you can take notes while you are on call.

Image: New Contact Ticket Creation Step 2

Scenario 2: Contact(s) Found with matching Phone Number
 

1. The number of contacts with matching phone number will be displayed on the top left portion as shown below.

2. If there is just one contact with matching phone number, contact’s name, phone number email, pending tickets and  all tickets  are displayed.

Image: Existing Contacts Found

• Accept the call

• Choose from available contacts or create new contact for this caller.

Image: Choose Contact

 

Associate the call recording with a ticket.

Image: Existing Contact Options

NOTE:

1. Clicking on “All Tickets” will take you to the All tickets page with contact filter applied.

2. Clicking on “Pending tickets” will take you to the Pending tickets page with contact filter applied.

3. Clicking on the icon next to email on top left will take you to this contact detail page of the selected contact.

You can associate the call recording with an existing ticket or a new ticket.

Add to Existing Ticket 

This option will be available for existing contacts.

• Click on “Add to existing ticket”

• Choose from a list of tickets to add the call recording.

Image: Add to Existing Ticket Step 1

• Confirm that this is the ticket you want to add the call recording to on the ticket detail page.

• Private Note will also open up by default so that you will be able to take notes while on call.

Image: Add to Existing Ticket Step 2

Create New Ticket 

Click on Create ticket.

Image: Existing Contact Ticket Creation Step 1

1. Create Ticket will open up the ticket detail page with a default message. This default message will get overridden with the call recording once the call is done.

2. Private Notes will also open up by default so that you can take notes while you are on call.

Image: Existing Contact Ticket Creation Step 2

NOTE

1. The ticket id displayed after call creation on the top right portion of the “call information band”  is clickable and will take you back to the ticket details page if you navigate elsewhere.

2. If the agent does not associate the call to an existing ticket or new ticket while the call is in progress, the call recording is associated with a new ticket in the default category that was linked during setup. Please refer to the article on Setup to learn more.

3. Note: Due to an API limitation from RingCentral, HappyFox receives voicemail webhook notifications only for the extension which is used to setup the integration(say super admin extension). If you need tickets to be created for voicemail messages received for all active extensions, you need to set the message recipient to super admin extension for all the active extensions.