Voice with the CRM

The  CRM is where all of the core information about Users of the helpdesk is stored.

When a User calls into the helpdesk from a number which is stored on a User profile in the CRM, the name of that User is displayed to Agents in the call interface pop up.

However, if the User's CRM profile does not have the number saved, only the caller's phone number will be displayed to the Agent. In this case, the Ticket which gets automatically created will not be linked to the User. Please refer to  Call Controls for information on how to link number to a User during a call.

Therefore it's always best to add phone numbers to the CRM profiles of your Users, to help identify them if they call into the helpdesk.

Adding Phone Numbers to CRM Users

If a User has a phone number in their contact information, their name and email will appear on the call pop up.

This Caller ID is really useful, as it instantly links that call Ticket to that particular User, as well as letting Agents know who is calling in before they pick up the call.

In-order to add a phone number to a contact you need to go to CRM > Users, click on User Name, then go to Contact Information (+ icon) > Phone. When entering a User's contact information you can select to enter either the Phone number or SIP address.

When entering a Phone Number, you will need to specify the country code by selecting the appropriate flag.

When the Phone Number for a User has been added and saved, it is shown beneath the email address like below.