Ringover Integration with BoldDesk: Complete Setup Guide

Ringover is a comprehensive cloud platform designed for businesses, offering VoIP phone services, call center management, SMS capabilities, and collaboration tools. It streamlines company communications with features such as call routing, call recording, and CRM integration, facilitating efficient internet-based interactions.

Key Features

1. Make and receive calls directly within BoldDesk.
2. Assign Ringover IVR numbers to prioritize different categories.
3. Track real-time call history by agent phone numbers.
4. Automatically create tickets or activities for all call types.
5. Forward calls to the appropriate department seamlessly.
6. Enable conference calls to connect multiple agents with customers.

Check out this video tutorial for more details.

Install Ringover App on BoldDesk

Follow the provided steps to install the Ringover app successfully.

1. Navigate to Admin menu > Marketplace.
2. Find and choose the Ringover app.
   
   
   
   
   
3. Click Install to install the Ringover App.
   
   
   
   
   

How to Find Ringover API url and API Key

In the Ringover page, click any API details; you can find the API URL domain.

Learn more on how to get Ringover API url.

Copy the URL from here, based on account:
For EU based account:

For US based account:

4. Learn How to Generate a BoldDesk API Key.

5. Enter your Ringover API URL, Ringover API KEY, BoldDesk API Key into Ringover then click Next.
   
   

   
   
   

6. Generate a Webhook URL and access token automatically, then copy them and proceed to Next.
   
   

   
   
   

7. Select either the Ticket or Activity option to update call details upon call completion
   
   

   
   
   

8. In the Permission tab, select the appropriate roles for access and click Save to apply the changes. Learn more on App Permissions & Visibility Guide.
   
   

   
   
   

9. Click Save.

Webhook Configuration in Ringover

1. Go to Ringover Dashboard.
2. Choose Developer section in the left sidebar > select Webhook then activate webhook.
3. Add the following URL under Call Event.
4. For Missed call ticket / activity creation, enter the Webhook URL in the Missed calls section.

5. For Voicemail ticket / activity creation, enter the Webhook URL in the Voicemail section.

6. For Inbound and outbound ticket / activity creation, enter the Webhook URL in the
   Calls ended section.

Mapping Ringover IVR Phone Number

Learn more on how to create an IVR and assign users .

1. After installation, click the Manage button and then select Add Ringover Number.
   
   
   
   
   
   
   
   
   
   
2. Enter a Name for easy identification.
3. Add Ringover Number to specific brand, group, and categories for making calls and assigning appropriate brand and departments when creating tickets automatically.
   
   
   
   
   
4. Click Add.

Frequently Asked Questions (FAQ)

1. What is Ringover and why should I integrate it with BoldDesk?
Ringover is a cloud-based communication platform offering VoIP services, call center management, and collaboration tools. Integrating Ringover with BoldDesk allows you to manage calls, track call history, and automatically create tickets or activities for better customer support.

2. What features does the Ringover integration provide in BoldDesk?
Key features include:

• Making and receiving calls directly within BoldDesk.
• Assigning Ringover IVR numbers to prioritize categories.
• Tracking real-time call history by agent phone numbers.
• Automatic ticket or activity creation for all call types.
• Call forwarding to appropriate departments.
• Conference calls with multiple agents and customers.

3. How do I install the Ringover app in BoldDesk?
Navigate to Admin > Marketplace, select the Ringover app, and click Install. Follow the configuration steps to enter your Ringover API URL, Using Ringover API, and BoldDesk API Key.

4. Where can I find my Ringover API URL and API Key?
You can find the API URL and create an API Key from the Ringover developer portal. Refer to Ringover API documentation and API Key guide.

5. What is the maximum number of IVR numbers I can map in BoldDesk?
You can map multiple Ringover IVR numbers to different brands, groups, and categories for better call routing and ticket assignment.

6. Can I automatically create tickets for missed calls and voicemails?
Yes. By configuring webhooks in Ringover, missed calls and voicemails can automatically generate tickets or activities in BoldDesk.

7. How do I configure webhooks for Ringover in BoldDesk?
After installation, generate a Webhook URL and Access Token in BoldDesk. Then, add these details in Ringover under Call Events, Missed Calls, and Voicemail sections.

8. Does Ringover integration support call history tracking?
Yes. You can track real-time call history by agent phone numbers directly within BoldDesk.

9. Can I restrict access to the Ringover app in BoldDesk?
Yes. Use the Permissions tab during setup to assign roles and control visibility. Learn more in the App Permissions Guide.

10. Is there a video tutorial for Ringover integration?
Yes. Watch the Ringover Integration Tutorial for a step-by-step guide.