Set up Ozonetel integration with BoldDesk

Ozonetel is a cloud-based communication tool designed for businesses to improve their customer interactions over phone calls. It helps manage incoming and outgoing calls smoothly, with features like virtual numbers for flexibility and IVR systems for handling customer inquiries.

Key features of Ozonetel integration

1. Make calls directly from BoldDesk.
2. Allocate various Ozonetel numbers to different categories, for call prioritization.
3. Monitor real-time call history.
4. Automatically generate tickets after completing outbound, inbound, or missed calls.

How to install and configure the Ozonetel app

Follow the steps provided below to install the Ozonetel app:

1. Go to Admin→ Marketplace.
2. Search and select the Ozonetel app.
   
   
3. Click the Install button to start the installation process.
   
   

How to find Ozonetel Username and API key

• Click this https://cloudagent.ozonetel.com/login. Log into your Ozonetel account in the Admin tab by entering your User Name and Password. Then Click Login.

• After successfully logging in, navigate to Admin → settings → Admin settings to find the Username and API Key.
  

  

  For more details about Generating BoldDesk API Key, Refer this How to Generate a BoldDesk API Key?

4. Enter your Ozonetel Username, Ozonetel API Key and BoldDesk API Key.
   
   
5. Click Verify & Continue.
6. Generate the Webhook URL and Webhook Access Token in the Webhook section.Copy them (to be used under Ozonetel Campaign Settings) then click Next.
   
   
7. Enable access for All roles in the Permission section, then click the Save Button.For more details, refer to App Permissions & Visibility Guide.
   
   

Setting up prerequisites for using Ozonetel in BoldDesk

Account setup

1. Log in to the Admin account using your user name and password
2. Navigate to Admin → Campaign Settings.
3. Under the Campaigns tab, click Create Campaign with inbound type to set up a new campaign for handling outbound and inbound calls within BoldDesk.
   
   
4. Fill in the required fields under the Campaign Settings according to your preference.
5. Use the URL below to enable automatic ticket creation after completing inbound or outbound calls.

6. Add this URL to the URL to Push field in the inbound campaign creation settings
   
   
   
   Note: In the Campaign Settings, we recommend configuring the wrap-up time at 60 seconds to ensure smooth data access during the ticket creation process. and ensure enabled Allow Manual dialing for call recording
   
   

How to map an Ozonetel phone number to a BoldDesk® agent

1. After integrating ozonetel, select Manage and then select Add Number.
   

   
   

2. Enter a Name and select Ozonetel 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