How to Set Up Ozonetel Integration with BoldDesk

Ozonetel is a cloud-based communication platform that helps businesses manage inbound and outbound calls efficiently. Integrating Ozonetel with BoldDesk enables seamless call handling, ticket automation, and improved customer support.

Check out this video tutorial for more details.

Benefits of Ozonetel Integration

• Direct Calling: Make calls directly from BoldDesk.
• Number Allocation: Assign different Ozonetel numbers to categories for call prioritization.
• Real-Time Monitoring: Track call history instantly.
• Ticket Automation: Automatically create tickets for inbound, outbound, or missed calls.

Step 1: Install the Ozonetel App

1. Navigate to Admin → Marketplace in BoldDesk.

2. Search for Ozonetel and select the app.
   

   
   
   

3. Click Install to begin installation.
   

   
   
   

Step 2: Retrieve Ozonetel Credentials

1. Log in to Ozonetel using your username and password.
2. Go to Admin → Settings → Admin Settings.
3. Copy your Username and API Key.

Step 3: Configure Integration in BoldDesk

1. Enter:

   • Ozonetel Username
   • Ozonetel API Key
     
   
   
   
   • BoldDesk API Key. Learn How to Generate a BoldDesk API Key?
     
   
   
   

2. Click Verify & Continue.

3. Generate Webhook URL and Access Token in the Webhook section.
   

   
   
   

4. Copy these values for use in Ozonetel Campaign Settings.

5. Enable access for All Roles under Permissions and click Save. Explore Managing App Permissions and Visibility.
   

   
   
   

Step 4: Set Up Ozonetel Campaign

1. Log in to Ozonetel Admin.

2. Navigate to Admin → Campaign Settings.

3. Create a new Inbound Campaign for handling calls.
   

   
   
   

4. Fill in required fields under Campaign Settings.

5. Add the Webhook URL in URL to Push: https://{webhookUrl}/hooks/v1/ozonetel?accesstoken={AccessToken}
   

   
   
   

6. Recommended settings:

   • Wrap-up time: 60 seconds
   • Allow Manual Dialing: Enabled

Step 5: Map Ozonetel Numbers to BoldDesk Agents

1. Go to Manage → Add Number.
   

   
   
   
   
   
   

2. Enter:

   • Name
   • Ozonetel Number
   • Brand
   • Category
   • Group
   
   
   

3. Click Save.

Best Practices

• Verify credentials before saving.
• Ensure Webhook URL and Access Token are correctly configured.
• Test call flow after setup to confirm ticket automation.

Frequently Asked Questions (FAQs)

Q1: What is Ozonetel integration used for?
A: It enables call management and ticket automation within BoldDesk.

Q2: Can I assign multiple numbers to different categories?
A: Yes, you can allocate numbers for prioritization.

Q3: How do I troubleshoot failed ticket creation?
A: Check Webhook URL, Access Token, and campaign settings.

Related Article

• Managing phone call with Ozonetel