Set up Aircall integration with BoldDesk

Aircall is a cloud-based VoIP phone solution designed for businesses, especially sales and support teams. It supports multidevice access and includes features like call routing, call recording, and analytics for tracking performance.

Key features of Aircall integration

1. Make and receive calls directly from BoldDesk®.
2. Make conference calls and receive voicemails for enhanced communication.
3. Transfer calls to the appropriate department for efficient routing.
4. Automatically log tickets and call activity for detailed records.
5. Set up an interactive voice response (IVR) system to guide callers through menu options.
6. Track call history in real time to monitor agent performance.

Install Aircall app on BoldDesk

Follow the provided steps to install the Aircall app successfully.

1. In BoldDesk®, go to Admin > Marketplace.

2. In the search box, enter Aircall.

3. Select Aircall > Install.
   

   

4. Click Install to install the Aircall App.
   

   

5. User will navigate to the Aircall Dashboard. Enter the login credentials and select Login.
   

   

6. Select Authorize to allow BoldDesk® to access information about calls made in Aircall. This consent is required to complete the integration.
   

   

7. Select a number to assign to a team. You can assign numbers to multiple teams. After assigning numbers to teams, select Add numbers.
   

   

8. Enter your BoldDesk API key and then select Verify & Continue.
   

   

9. Select whether you want a Ticket or Activity to be created for Aircall actions and then select Next.
   

   

10. Configure the Aircall integration’s availability for BoldDesk® agents by selecting one of the following options:
    All agents: Aircall is accessible to all BoldDesk® users, regardless of their roles or permissions.
    Specific roles: Restrict the integration’s availability to BoldDesk® users who hold specific roles or permissions within your organization.

    

11. Click Save

How to map an Aircall IVR phone number to a BoldDesk® agent

1. After integrating Aircall, select Manage and then select Add Aircall Number.
   
   
   
2. Enter a Name and select Aircall Number, Brand, Category, and Group details. Tickets and activities created from this number’s actions will automatically be assigned to the selected brand, group, and category.
   
   
3. Click Save