Voice allows Agents to receive and make calls within the Agent interface, adding yet another channel to your helpdesk.
For every inbound or outbound call, a Ticket is created automatically, allowing you to easily record, manage and track call interactions with Users within Tickets.
Enabling Voice
Voice needs to be enabled and configured by Admins, who can then determine which Agents can use Voice.
If you are an Enterprise customer you have the choice of using Voice Managed By Deskpro or Self-managed. The Self-managed option allows you to connect an existing Twilio account.
Enabling Voice Managed by Deskpro
Voice managed by Deskpro is included with our software at no extra charge. You simply have to purchase a number and pay for calls. Please see our Voice pricing page for more information.
To enable Voice, go to Channel > Voice and you will see the option to activate Voice.
To start using Voice, you will need to add credit to your account via the Billing area, in order for any call charges to be deducted from your account.
If you are an existing customer, click the $ icon in the navigation panel to load the Billing dashboard.
Scroll down to the Service Credit section and click Add Credit. Set the amount of credit you wish to add. We recommend adding $5-10 initially.
If you are trialling Deskpro and wish to evaluate Voice please contact sales@deskpro.com to add credit to your account.
Enabling Self-Managed Voice
Self-Managed Voice allows you to connect your own Twilio account to your Helpdesk. Please note that this feature is only available on an Enterprise plan.
To enable Voice, go to Channel > Voice and select the Self-managed option.
This will open the Authenticate Twilio Account drawer, where you must enter the Account SID and Auth Token for the Twilio account you wish to link.
You can find your Twilio Account SID and Auth Token by following this help article: Twilio Help Center
After entering your Account SID and Auth Token click “Add”. Deskpro will validate the credentials you have added are valid and your account will be added.
If you are an Enterprise customer and wish to enable BYO-Carrier, please contact support@deskpro.com once you have connected your Twilio account to Deskpro.
Next Steps
Now you have enabled Voice you need to configure it to suit your requirements. Below is a list of suggested steps you should follow to set up Voice now it is enabled. Some steps will be optional, depending on the type of setup you need:
Grant Agent Voice permissions.
Create Call Queues.
Create an Auto-Attendant.
Purchase a phone number.
Setup the number target routing.
Configure the General Settings.
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