Introduction

With Agent Inbox you can integrate with a phone provider (VoIP). The integration improves the agent experience and enriches the helpdesk system with phone calls to create a more complete view of the customer and enhance reporting data.

This integration leaves all the intelligence (IVR, queueing, routing, etc.) with the telephony system. It only connects the telephony system to Agent Inbox. It does this by connecting a user in Agent Inbox (an agent) to a phone extension number (a piece of software on a mobile phone or a physical phone on a desk).

You can configure the phone extension number for each agent via Settings > Team. Select the agent in question and enter the matching value in the field Phone extension.
When a phone call comes in, and the agent answers the call as usual andAgent Inbox automatically opens the ‘conversation view’ for the agent
When Agent Inbox recognizes the phone number (needs CRM/eCommerce data connection), we retrieve relevant customer/order data and fill the Customer Profile
When we do not recognize the phone number (for instance because the customer didn’t fill in the phone number when ordering), the Customer Profile stays empty
The agent can then ask for the e-mail address, fill it into the Customer Profile, and the profile automatically fills with the right data
In case Agent Inbox finds more than one customer with this phone number, this phone number is placed in the search field on the dashboard and the search results are shown
Agent Inbox automatically logs 1) when the call comes in, 2) who answered it, 3) if it’s transferred to someone else, 4) and when the call is ended
This way your phone data becomes part of the Agent Inbox reporting suite, so the customer has unified reporting data
The agent can also easily log additional notes in the phone call conversation and or collaborate with a colleague
In addition, the logged phone calls become part of the customer’s conversation history.

Register event

POST https://api.robinhq.com/voip/registerevent/<apikey>

Parameters

Name	Required	Description
apikey	Yes	The apikey of your subscription

Response codes

Code	Description
201	Created
400	Bad Request
401	Invalid authorisation data
406	Not acceptable

Request body

{
    "Id": "24c562241e9f",
    "EventType": "Answered",
    "PhoneNumber": "+31612345678",
    "PhoneExtension": "201",
    "Direction": "Inbound",
    "PhoneReferrer": "+31858770023",
    "Context": {
      "FilterField": "<customer_identifier_key_name>",
      "FilterValue": "<customer_identifier_key_value>"
		}
}

Request schema

Name	Type	Required	Description
Id	String	Yes	The unique identifier of the phone call from the VoIP provider
EventType	String	Yes	Answered, Disconnected or Transfer
PhoneNumber	String	Yes	Phone number in the international standard
PhoneExtension	String	Yes	The extension number of the device/agent which answers the phone call. When the event of the request is "Transfer" the extension is the new device/agent
Direction	Float	Yes	Inbound or outbound
PhoneReferrer	String	No	The phone number dialled by the customer (used to route the conversation to the correct webstore within ROBIN)
FilterField	String	Yes*	The name of the field that holds the unique identifier for the customer profile. Typically, this is the name is determined by the backend system that the dynamic integration is connected to
FilterValue	String	Yes*	The unique identifier of the customer profile

* Refer to the section Customer profile selection for more details on how this feature works

Native connectors

We have off-the-shelf integrations for VoIP providers. Please contact our support team to help you with setting up the integration for Xelion, Voys/VoIPGRID, Mondago and 3CX.