Configuring Vonage in Zendesk

After you have installed Vonage into Zendesk you can configure various settings.

How do I configure Vonage in Zendesk?

To configure Vonage, perform the following steps:

1. Log into your Zendesk account as an Admin user. Zendesk appears.

2. To access the administration area, click the cog icon in the lower-left corner.
ADMIN HOME appears.

3. On the left side of the Zendesk window, in the APPS section, click ManageMy Apps appears.

4. Click the cog icon that appears as you move your mouse pointer over the app. A menu appears.

5. Click Change SettingsYour app's settings appear.

Provide the following information:

Fields

Fields

Display name



The name of the app. Users see this name when they move their mouse pointer over the Vonage icon in the top right navigation bar of Zendesk.

Example:

Vonage in Zendesk

Role restrictions



You can restrict access to the app to certain user roles.

To restrict access to the app, select the Enabled check box.

You can now specify the user roles that you want to have access to the integrated ContactPad. Click in the field below the Enabled check box and click to add the required user role or roles.

Group restrictions



You can restrict access to the app to certain user groups.

To restrict access to the app, select the Enabled check box.

You can now specify the user groups that you want to have access to the integrated ContactPad. Click in the field below the Enabled check box and click to add the required user group or groups.

Click Save settings. Your settings are saved.

6. Click App Configuration and provide the following information:

Fields

Fields

internationalSearch



When making an outbound call—using either Click to dial or the Make Call button—in Vonage in Zendesk, Vonage searches for a user record and ticket related to the dialed number. Vonage uses the number in either national format or both national and international formats to search for the related records. The format or formats Vonage uses depends on your configuration.

Searching for numbers in both formats helps ensure that Vonage locates and links outbound calls to the correct user records and tickets.

To use both national and international phone number formats, select the internationalSearch check box.

By default, the internationalSearch check box is cleared. We recommend that you select the internationalSearch check box.

popContactpadAutomatically



When you log in to Zendesk, ContactPad can be popped automatically or require agents to click the Vonage icon in the top right navigation bar of Zendesk.

Will also pop the Contactpad automatically even when there is no search, so you can answer the WebRTC call.

To pop ContactPad automatically for agents when they log in to Zendesk, select popWindowAutomatically.

createTicketOnInboundCall



Creates a new ticket for every inbound call and links it to the latest created contact that matches the CLID, if VCC has found a ticket in the IVR and has to be set to pop, this current ticket will pop and a new ticket will not be created.

To create a ticket for each Inbound call, select createTicketOnInboundCall

createTicketOnOutboundCall



Creates a new ticket for every outbound call, this will link the ticket to the user you are viewing when you make the call.

To create a ticket for each Outbound call, select createTicketOnOutboundCall

logErrors



Logs more detailed errors to the console log for VCC support to investigate further, this is quite  memory intensive on the browser so should only be on for periods of testing with support.

To turn on the Error logging when VCC supports asks, select logErrrors

linkToCurrentCase



Enables an agent to link a call to a different case from where it was started.

If you select linkToCurrentCase, a Link to Current Ticket button appears in ContactPad. Clicking the button links the current call to the currently open case in Zendesk.

domain



The address of the Vonage cloud you want to use with Zendesk. Agents log in to this address to use Vonage.

Example:

emea.newvoicemedia.com

phoneFields



Vonage uses standard Zendesk phone fields in two ways:

  • Screen pop display. Vonage displays screen pops for inbound and outbound calls. Vonage locates the information to pop by matching the inbound or outbound telephone number with a user record or ticket within Zendesk.

  • Click to dial. The Click to dial feature enables agents to make an outbound call to a customer, simply by selecting the phone number in the application and clicking Click to Dial.

To use custom phone number fields for screen pops and Click to dial, type the field key for the custom field in phoneFields. Separate multiple field keys with commas.

To find the field key or keys for your custom field or fields, click User Fields in the MANAGE section in the menu on the left side of the window.

User Fields appears. Click the name of the field whose key you want to know in the Active fields list. The Field key appears on the right. For further information on custom fields within Zendesk, see Zendesk help.

Example:

Primary phone number

ticketFormId



Zendesk administrators use ticket forms to create specific ticket templates for users, presenting whichever fields are appropriate for different types of tickets. To specify the form that agents use when they create new tickets through the app, type the specific ticket form ID.

To find the ID for your ticket form, click Ticket Forms in the MANAGE section in the menu on the left side of the window.

Ticket Forms appears. Click the name of the form whose ID you want to know in the Active forms list. The Form ID appears at the end of the URL in your browser address bar. For example, in the URL https://not.real.zendesk.com/agent/#/admin/ticket_forms/edit/12345, 12345 is the ticket form ID. For further information on ticket forms within Zendesk, see Zendesk help.



accountKey and authenticationToken



Vonage requires values in the accountKey and authenticationToken fields for the enforced disposition codes feature.

For information about configuring the enforced disposition codes feature for Vonage in Zendesk, see How do I configure the enforced disposition codes feature for Vonage in Zendesk?.

Click Save settings. Your settings are saved.

How do I configure the enforced disposition codes feature for Vonage in Zendesk?

To ensure that agents always provide a disposition code at the end of a call, use the enforced disposition codes feature.

To use enforced disposition codes in Vonage in Zendesk, the feature must be enabled for your Vonage account. You must then configure the feature in Vonage. For information about configuring enforced disposition codes in Vonage, see Configuring enforced disposition codes.

Finally, you must provide values in the accountKey and authenticationToken fields in App Configuration. For information about where to find these values, see Getting your account key and API authentication token.