Smartcall [v4.9.1]

For versions:4.9.1

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Integration 3Dolphins with Smartcall

The integration of smartcalls with 3Dolphins is a new capability on that telephone line available on the 3Dolphins channel. To begin, login as ‘Administrator‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login‘ page.

Create Channel Smartcall

Go to integration menu and click the channel connector menus, then you will see a channel connector page such as images below.

To create channel smartcall, click ‘Add Channel‘ button and then you will see a pop up to add channel setting and you will be asked to enter the channel name, server, and websocket server. If you’re done, you can click ‘Save‘ button.

Field NameDescription
Channel NameName of your channel
ServerLink server from smartcall
WebSocket ServerLink websocket server from smartcall.

Add Telephony Credential to Your Account

After you make smartcall channel, you must be added telephony credential to your account by clicking telephony icon ‘‘.

You will see a pop up available channel, click plus icon ‘‘ on the channel smartcall and then you will be asked to enter the username, full name, online name and password. If you’re done, you can click ‘Save‘ button.

Field NameDescription
UsernameUsername from smartcall.
Full NameYour name (Useless parameter -> need ask to Smartcall).
Online NameYour online name (Useless parameter -> need ask to Smartcall).
PasswordPassword from smartcall.

Add New Rule for Smartcall

After make a smartcall channel and adding a telephony credential to your account, make sure that you add the smartcall to the channel rule. To create a new rule channel, click the ‘New Rule‘ button on the top right of the page.

You will see a pop up to add a new rule channel, select the smartcall channel by clicking the add channel icon ‘‘ and then you will be asked to enter the rule name and max. assignment ticket on the channel.

Field NameDescription
Field NameThe name of the channel rule to create.
Max. AssignmentHow many tickets are assigned to the channel.

After the rule channel is successfully created, to be able to make outbound calls or receive inbound calls using smart calls, add team members to the smart call rules by clicking the add icon ‘‘.

team members successfully added and appearing on available teams, you can configure priority and max. assignment tickets that can be entered or handled by an agent.

ComponentDescription
PriorityTo decide who will get chats first in a channel.
Max. AssignmentHow many tickets are assigned or handling to the Users.

Enable Cross-Origin Resource Sharing (CORS)

To be able to make outgoing calls or incoming calls using smartcalls, you might need to Enable Cross-Origin Resource Sharing (CORS). You enable CORS so that smartcall and the 3Dolphins server can share resources.

Open chrome and enter the “https://chrome.google.com/webstore/search/cors” link and click the ‘Add to Chrome’ button in the moesif origin & CORS changer. Or, in Firefox, you can press ctrl+shift+A and find cors.

After you add CORS to chrome or firefox, enable CORS by switch CORS to ‘On’.

Connect to VPN Smartcall

For example, add a VPN connection in windows 10. The first step is to create a VPN profile which you’ll fill this out with details from your particular VPN service. Click on the Windows button, then head into Settings > Network & Internet > VPN. Click on Add a VPN connection.

In the fields on the page, select Windows (built-in) for your VPN provider. Give your VPN a name under Connection name. Enter the server name or address, the VPN type, and the type of sign-in info. Add a user name and password for extra security (this is optional, but recommended). You can choose to have the computer remember your sign-in info.

If you’re done, you can click ‘Save’ button. To connect to your VPN, go back to Settings > Network & Internet > VPN. Click on your VPN name.

You’re done! You can already make outbound or incoming calls using SmartCall,

Incoming Call

To be able to make an incoming call, make sure :

  1. Smartcall Channel is active.
  2. Rule of smartcall channel has been created.
  3. The Agent has been added to the rules channel.
  4. Enable CORS
  5. Connect to VPN Smartcall.
  6. In the lower left corner of the page, make sure the telephone status is available.
  7. To receive an incoming call, make sure the agent’s status must be available.

In the example images below, the Agent receives an incoming call from a customer. Every Agent receives an incoming call, system will automatically make the call as a new ticket with status ticket is ‘Alerting‘. The agent can answer or hang up the call.

If the caller or customer answers the call, Ticket status will change to ‘Talking‘ and you can mute, hold or hangup the call.

ComponentDescription
MuteThe Mute button allows you to turn off the microphone so that the caller can’t hear you, but you can still hear the caller.
HoldWhen a call is placed on hold, the agents is unable to communicate with the person on the other end of the line. Anyone who’s on a smartcall line will hear music when they’re put on hold.
HangupThe Hangup button allows you to end the call with the caller.

How Do I Mute a Call

The Mute button allows you to turn off the microphone so that the caller can’t hear you, but you can still hear the caller.

Click Mute button, then status ticket will change to ‘Mute’ and you can hear your caller but your caller cannot hear you. To speak with your caller, click the Unmute button.

How Do I Hold a Call

When a call is placed on hold, the agents is unable to communicate with the person on the other end of the line. To place a call on hold, click Hold button in the frame of smartcall.

Then status ticket will change to ‘Hold’. Anyone who’s on a smartcall line will hear music when they’re put on hold. You can continue your call by clicking Retrieve button. Everything will return to normal once you retrieve your call.

Hangup a Call

The Hangup button allows you to end the call with the caller. If the call or conversation has finished, you can hangup the call by clicking ‘Hangup’ button.

And then, the call status will change to ‘Dropped’ such as images below.

Outgoing Call

Dialer on the customer support allows the Agents or Supervisors to make outgoing call using Smartcall. Enter a phone number or a service provider when starting outgoing call. To be able to make an outgoing call, make sure :

  1. Smartcall Channel is active.
  2. Rule of smartcall channel has been created.
  3. The Agent has been added to the rules channel.
  4. Enable CORS
  5. Connect to VPN Smartcall.
  6. In the lower left corner of the page, make sure the telephone status is connected.
  7. To make an outgoing call, make sure the agent status must not available /backup /break /coaching /pray /toilet break /training.

After you click the ‘Call’ button, you will see an outgoing call frame and wait for the customer to receive the call. Every Agent make an outgoing call, system will automatically make the call as a new ticket with status ticket is ‘Alerting‘ as shown below.

If the caller or customer has been answer the call, status telephony will change to talking and you can mute, hold or hangup the call.

ComponentDescription
MuteThe Mute button allows you to turn off the microphone so that the caller can’t hear you, but you can still hear the caller.
HoldWhen a call is placed on hold, the agents is unable to communicate with the person on the other end of the line. Anyone who’s on a smartcall line will hear music when they’re put on hold.
HangupThe Hangup button allows you to end the call with the caller.

How Do I Mute a Call

The Mute button allows you to turn off the microphone so that the caller can’t hear you, but you can still hear the caller.

Click Mute button, then status ticket will change to ‘Mute’ and you can hear your caller but your caller cannot hear you. To speak with your caller, click the Unmute button.

How Do I Hold a Call

When a call is placed on hold, the agents is unable to communicate with the person on the other end of the line. To place a call on hold, click Hold button in the frame of smartcall.

Then status ticket will change to ‘Hold’. Anyone who’s on a smartcall line will hear music when they’re put on hold. You can continue your call by clicking Retrieve button. Everything will return to normal once you retrieve your call.

Hangup a Call

The Hangup button allows you to end the call with the caller. If the call or conversation has finished, you can hangup the call by clicking ‘Hangup’ button.

And then, the call status will change to ‘Dropped’ such as images below.

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