Set up Ringover integration with BoldDesk

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.

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.

   

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

   

5. Genrate a Webhook URL and access token automatically, then copy them and proceed to Next.

   

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

   

7. Configure app permissions - The Ringover app’s visibility depends on role permissions and target modules.
   All agents: By selecting this option, you make the app accessible to all users, regardless of their role or permissions.
   Specific roles: Opting for this choice allows you to restrict the app’s visibility to users who hold specific roles or permissions within your organization.

   

8. Click Save.

Webhook Configuration in Ringover

1. Go to Ringover Dashboard by using following link https://dashboard.ringover.com/
2. Choose Developer section in the left side bar > select Webhook then Active webook
3. Add 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

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.