Air Call and Zoom integration

  • To create a board with Air Call and Zoom applications, click the “Home” icon and go to Request Dashboard.  
  • In the Request Dashboard page, click “New Support Board” button. 
  • In the Desk Details column provide your desk name in the text box and click “Save” button. 
  • Next in the Support Channel column, choose your Telephone applications such as Air Call and Zoom from the drop-down box and then click “Next” button. 
  • Next in the Security column, users can give access permission to their team members by clicking Agents.
  • Once Agent is clicked, a popup window will show all the team members. Users can choose the team members to whom they need to give access. 
  • Then click “Save” button to save and move to next.  
  • Next in Voice/Message Settings, click the Air Call / Zoom / Twilio number. 
  • And enable the buttons under Voice and SMS columns as per the required permissions. 
  • If user needs to provide access to all the agents chosen in the previous page, then enable “Allow all agents” or else can choose agents. 
  • Then click “Next” button.  
  • Next in the SLA Policy column, Click Yes or No as you have Service Level Agreement or not. 
  • Then Submit. Now your board is created with the applications you have chosen. 
  • Zoom application can be integrated from the My Apps in “My Settings”. 
  • To make a call through Air Call or Zoom, go to Home and click Request Dashboard. 
  • Then click Go to Board. 
  • Now select the required Board available under “All Boards” column. 
  • Then go to Configuration available on the right corner of the page.  
  • Users can also provide access in Voice/Message Settings here. 
  • To make a call, click any customer and click on “Call” icon on the customer page.  
  • Then select any application shown below to make a call. 
  • Once the user chooses Air Call, a popup window will show the Air Call number.  
  • Now click on “Select” button to proceed. 
  • If the customer number is already provided in the contact details, then system will redirect to AirCall application. 
  • Click “Open AirCall” to open the application. 
  • If the customer contact number is not available, then enter the number in the popup window. 
  • Click “Call History” on the bottom right of the page to view all the previous call details. 
  • Call history will be shown in the new popup window.