This article is a complete guide to making phone calls using Ringover. It includes creating tickets and activities for calls and troubleshooting common problems for quick and easy calls.

1. Click the Ringover icon in the bottom left corner of BoldDesk.

2. The Ringover Widget will be shown as given below

   

3. Enter your login credentials such as Email and Password

Make a new call

1. Enter the desired Phone Number

   

2. Click the Call button to make the call.

Click to call

Agents can quickly call a phone number by clicking on it in the Contacts page or ticket page, and it will automatically appear in the Ringover dialer for immediate use.

Call transcription available within BoldDesk

1. Call transcripts are embedded within the ticket for both incoming and outgoing calls. This allows agents to reference conversations easily without listening to the full call recording.
2. The minimum duration to get your call transcripts is 10 secs (recommended by Ringover).

3. Click View Transcript

Ticket creation for outbound calls

Outbound call details will be updated as a ticket after call completion as shown below

Ticket creation for inbound calls

Inbound call details will be updated as a ticket after call completion as shown below

Ticket creation for missed calls

Missed call details will be updated as a ticket after call completion as shown below

Ticket creation for voicemail calls

Voicemail details will be updated as a ticket after call completion as shown below:

Activity creation for outbound calls

Outbound call details will be updated as an activity after call completion as shown below

Activity creation for inbound calls

Inbound call details will be updated as an activity after call completion as shown below

Activity creation for missed calls

Missed call details will be updated as an activity after call completion as shown below

Activity creation for voicemail calls

Voicemail details will be updated as an activity after call completion as shown below

Frequently Asked Questions (FAQs)

1. In which regions/circles is Ringover available?
Currently, Ringover is available in 82 countries across the globe. Learn more on Ringover Coverage.

2. Does Ringover support calling international numbers?
Yes, you can make a call to international numbers hassle-free. Explore Call an international number.

3. Why aren’t tickets or activities created for incoming, outgoing, missed calls and voicemail?
You need to set up webhook configuration for creating tickets or activities. Learn Webhook-configuration-in-ringover.

4. Why is the recording URL not available in ticket or activity?
Users should enable the option to allow call recording in their settings. Learn more on Activating conversation recording for a user.

5. Why is the recorded voicemail URL not available in ticket or activity?
Users should turn on the voicemail drop option in their settings. Explore more on Activating and Using Voicemail Drop.

6. How do I set up IVR with call forwarding for users? Learn more on Creating an IVR with call forwarding to members of your Ringover-team.

7. How do I record a conversation for IVR calls? Explore more on Activating conversation recording for your IVR.

8. How do I enable cascade mode for user’s call forwarding in IVR? Learn How to set up call cascades on your IVR.

9. Why are IVR numbers not mapping with BoldDesk configuration though IVR setup was done properly?
You should enable IVR Rights while creating the API key. Explore more on Using our API.