Managing phone call with Ozonetel

This article is a complete guide to making phone calls by using Ozonetel integration in BoldDesk®. It includes procedures for creating tickets for calls and troubleshooting advice for common problems.

Access the Ozonetel widget

1. In the left navigation bar, open the Ozonetelmodule by selecting the phone. .
2. Ozonetel Widget will be shown as given below.
   
   
3. Log in to your Ozonetel account under Agent login using your credentials: Account ID, Agent ID, Phone Number and Password.

How to make a call

1. Once logged in, Navigate to the Manual tab in that window.
2. Select the inbound campaign that was created in the admin panel
   
   
3. Enter the phone number of the person you wish to contact.
4. Change your status to Ready to activate the call button.
5. Click the Call button to initiate a call.

How to view call history

1. Go to the All Calls tab to see your call history.
   
   
   
   
   
2. If any calls were recorded, those recordings will appear in the call history log.
   
   

Ticket creation for outbound calls

After completing an outbound call, a ticket will be created and the call details will be reflected in it, as shown in the following image.

Ticket creation for inbound calls

After completing an inbound call, a ticket will be created and the call details will be reflected in it, as shown in the following image.

Ticket creation for missed calls

After completing an missed call, a ticket will be created and the call details will be reflected in it, as shown in the following image.

FAQ

In which regions/circles is Ozonetel available?
Currently, Ozonetel is available around 150 countries across the globe.Refer this Ozonetel website https://ozonetel.com/about-us/

Why can’t I access the call recording right away?

1. Call recordings aren’t available immediately because the system needs some time to finish up after the call ends. This is called “wrap-up time.”
2. If the wrap-up time is set to 60 seconds, the recording will be ready after 60 seconds.
3. Even if the wrap-up time is shorter, the system still needs up to 60 seconds to process the recording. So,you’ll need to wait at least 60 seconds after the call ends before you can access the recording.

Why can’t I make a call?
Make sure your microphone is enabled for the site.
If the microphone is blocked, calls won’t work.

Why is the call recording not available for inbound or outbound calls?
Make sure the Allow Manual Dialing and Record options are turned on in the Inbound Campaign settings.
If these settings are off, the system won’t record the calls.