INTRODUCTION

HappyFox allows your staff to make outbound calls through RingCentral from within the HappyFox app. This article takes you through the the entire lifecycle of an outbound call, starting from call initiation up to 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. 

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

OUTBOUND CALLS FROM WITHIN HAPPYFOX

Login

Log into RingCentral via HappyFox to make yourself available. 

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

Image: Logged in User

 

 

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.

Outbound calls through RingCentral

Call workflow varies according to the scenarios mentioned. 

Scenario 1: Calling a new contact

Use the search/text bar or the dial pad to enter the number. 

Image:Outbound Call  to New Contact

Once the call is connected, enter new contact information or use the search feature to associate this number to existing contact.

Image:Enter new contact info Step 1

Image:Enter new contact info Step 2

Create a ticket by clicking on “Create Ticket”.

Image:New contact- Create Ticket 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- Create Ticket Step 2

Scenario 2: OutBound Call to existing contact
 

Outbound calls to an existing contact can be initiated in two ways.

1. Using the dialer - Use the search bar in dial pad to search for an existing contact using their name, phone number or email ID.

2. Click to call - Phone number within HappyFox gets enabled as click to call. This means that when you are in contact information page or ticket detail page, clicking on any phone number initiates a RingCentral call by pre-filling the number in the dial pad. 

NOTE: You could also dial an existing number and choose a contact among multiple contacts with the same number. That aside, the remaining portion of the workflow will remain the same.

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 and email are displayed.

Image: Outbound Call to Existing Contact-1

Image: Outbound Call to Existing Contact-2

Once the call is connected,add the call recording to an existing ticket or a new ticket. 

Add to Existing Ticket

Click on “Add to existing ticket".

Image: Add to Existing Ticket-1

Choose from the list of existing tickets.

Image: Add to Existing Ticket-2

• 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-3

Add to New Ticket 

Create a ticket by clicking on “Create Ticket”.

Image: Existing Contact- Add to New Ticket-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: Existing Contact- Add to New Ticket-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.

 

Note: The dialer in the above images, show a custom built widget specific for the integration within HappyFox only. If your agents would be making calls to interactive voice recorded (IVR) systems or a phone tree that requires them to select options from the dialer, please reach out to support@happyfox.com. Sample images of the default dialer are added below.

 

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