Integrating telephony systems with Talk Partner Edition Follow

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32 comments

  • Avatar
    Padraig McTiernan

    Just maybe to mention you need to have Voice enabled on your account to get the screen pop working - but cool, real cool.

  • Avatar
    Neil Weldon

    Hi Padraig, 

    No, you don't need to enable voice to use this. In fact the whole premise is to be able to integrate 3rd party telephony systems without using Zendesk voice.

    Neil 

  • Avatar
    Curtis Berry

    Anyone have any feedback with using this feature with Cisco Unified Contact Center Express?

  • Avatar
    Eddie Steede

    For Zendesk integrations to Cisco & Avaya take a look at www.ct-solutions.com/zendesk

     CT EaziPopper gives you screenpop and "click to Dial" out of the box.

  • Avatar
    Wes Drury

    We just implemented this with Cisco Call Manger that includes a phone number look up into our Data Warehouse and screen pop.  We worked with Zendesk and one of their consultants to get ours implemented.

  • Avatar
    Eddie Steede

    For anyone else looking for an "out of the book" screenpop, Eazipopper will get you going for an once off fee of 70 dollars per user.  (install/training 3,000 dollars)  Available from Zendesk or from CT Solutions.

  • Avatar
    Cuong Hm

    Hi, 


    Now,  I'm having some trouble on the check phone number API.

    I have two user:

    {name:KH
     phone: 12345678}

    AND

    {name:Caller 12345678

    phone:12345678}

     

    Today, when i check phone with link: https://mssv001.zendesk.com/api/v2/users/search.json?query=12345678, result:

    user {

    name:Caller 12345678

    phone:12345678

    },

    i try check user with name user: https://mssv001.zendesk.com/api/v2/users/search.json?query=KH, result:

    user {

    name:KH
    phone: 12345678

    }

     

    why API not search for phone number ???

    expect to receive a response

    Thanks!

     

  • Avatar
    Sean Kinney

    **@Cuong:** Be sure that the format of the phone number in the user record within your Zendesk matches the format of the number that you're searching for.

    For example, if the phone number is stored in the user record as +1 234 5678 and you search for 12345678 then that user won't be returned. If you don't believe that's the cause, then we're going to need you to provide actual examples of user records that aren't being returned not just a hypothetical example. In that case, please email [api@zendesk.com](mailto:api@zendesk.com) with more details so we can help you.

  • Avatar
    Rodrigo Ferreira

    @Neil @Sean: I have sent a message to the api@zendesk.com e-mail describing a bug/incompatibility change we have recently been experiencing regarding the use of users/search endpoint, to no response. Not even an acknowledgement from a human. It's been 5 days. Would you please forward it to the right team?

  • Avatar
    Neil Weldon

    @Rodrigo, I have found the ticket and will work on getting a status update. Sorry for the delay in response.

  • Avatar
    Rodrigo Ferreira

    @Neil Great! Thank you.

  • Avatar
    Stephen Done

    Is it possible to display an organisation profile to an agent?
    Here's the scenario:
    Company X has a few open tickets.
    User 1 of Company X creates a ticket via email say.
    User 2 of Company X calls us about the ticket that User 1 created.
    I can display the User Profile of User 2 to the agent, but this won't show the open tickets that are listed under User 1.
    We should be able to display list of Open tickets on the Org Profile to the agent.
    I have everything else working, but this seems an obvious thing to be able to do. Quite often a colleague will call up to add information to a ticket that another user from the same company initiated. This would fit well with the concept of having multiple users related to one company, with all users able to comment/view tickets of other users in the organisation, as Zendesk already allows.

    Best regards

    Steve

    P.S. Very nice API, btw.

  • Avatar
    Neil Weldon

    Hi Stephen,

    If we were to provide you with the ability to pop an organisation I believe this would help your use case. This is something we do have on the roadmap which we will be looking at later this year.

    Neil

  • Avatar
    Stephen Done

    Thank you. Yes, that is exactly what I am after.

    Best regards

    Steve

  • Avatar
    Daniel Sincavage

    Stephen,

    Our solution can also handle this. What phone system are you using?

    You can take a look at our integration here:

    https://www.callinize.com/integrations/zendesk/

    If you want to reach out to me direct, you can do so at dan@callinize.com

  • Avatar
    David Stevenson

    Did the option to pop an organization ever get looked at?  The ability to select the requester on a new ticket created by an incoming voice call from a list of users at the calling organization would be good for us.  Unique direct dial phone numbers is OK for people's mobile numbers, and I'm sure is fine for supporting web store-front type applications, but for business-to-business support you have to be more organization-centric.


    David

  • Avatar
    Daniel Sincavage

    David - If I am understanding your needs correctly, we can provide this for your team out of the box with Callinize/Tenfold. We work with pretty much every phone system on the market, so that should not be an issue either. Can you send me an email at dan@callinize.com and we can jump on a screen-share so I can verify we will meet your needs? 

  • Avatar
    Sunil Mallam

    Neil,


    I'm Sunil Mallam from BuzzBoard, Inc..


    We've recently signed up for Zendesk Professional Plan, intending to use it for email and phone support.


    One of you comments in this thread mentions that the main purpose of this API is to be able to integrate 3rd party telephony systems without using Zendesk voice.


    We're looking at support US, UK, and AUS markets, and we already have numbers on Twilio.


    Is it possible for us to use those numbers with the help of this API, without being charged by Zendesk?


    If yes, would Zendesk create tickets automatically for phone calls and voicemails, just like it does for Zendesk Voice?


    Awaiting your answer and thanks in advance.


     


    Sunil M

  • Avatar
    Neil Weldon

    Hi Sunil, 


    You can use the APIs to integrate your current telephony systems with Zendesk to create/pop tickets etc. This requires updates to the telephony system to make the appropriate API calls at the right time. We don't automatically create tickets, it is the telephony system requesting their creation.  In this situation we are not involved in the telephony system and there are no telephony charges from us - they are between you and your telephony provider. 


    Neil 

  • Avatar
    Sunil Mallam

    Thanks for the answer, Neil.


    If you have come across a situation like this and knowing that we're using Twilio as a provider, could you let us know if the automatic ticket creation is possible with the API Zendesk's providing?


    Also, using the API, would we be able to answer/make calls via the browser, just like Zendesk Voice?


     


    Sunil M

  • Avatar
    Neil Weldon

    Hi Sunil, 


    We don't do anything 'automatically. Consider a call coming into your telephony system and an agent answering that call using that telephony system, it is at this point the telephony system should make API call to create and pop the ticket for the agent.


    Making/Answering calls in the browser is up to the telephony system. 


    When using the CTI APIs we are providing the APIs for the easy integration of the telephony system and Zendesk but we have no detailed knowledge of the telephony system


    It is possible for you to write a Zendesk App that would be a softphone for the telephony system and to have this as a Topbar all in Zendesk. Even in this situation although the softphone is in the app, we have no control of the Telephony side. It is as you chose to develop it


     

  • Avatar
    Diana Tobey

    According to the API documentation, when creating a voicemail ticket, the recording_url should be specified like this:


    "recording_url": "http://yourdomain.com/recordings/1.mp3"


    Currently our application supplies a value for recording_url which is a direct link to the recording file, and this allows the recording to play within the embedded player in the Zendesk voicemail ticket. However, we have customers who would like to secure access to their recording files. Will the player still work correctly if the value in recording_url returns a 302 redirect to a signed URL?

  • Avatar
    Stephan Steiner

    I'm wondering about the difference between ticket creation using the voice integration API and regular ticket creation. Does creating a ticket through https://{subdomain}.zendesk.com/api/v2/channels/voice/tickets.json  take the same parameters for the ticket element as creating a ticket through https://{subdomain}.zendesk.com/api/v2/tickets.json?

  • Avatar
    Stephen Done

    Hi Neil Weldon,

    How are you getting on with popping the organisation?

    When I asked before (18 months ago), you said this was on the road map for 2015.

    Is it still on the road map? If so, when's it coming?

    Many thanks

    Steve

  • Avatar
    Fuad Nael Taha

    Hi Neil Weldon ..

    We are currently implementing a Call Center Solution using Cisco as the Call Center, and as per the below Article, we saw seamless integration with zendesk,

    http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/white-paper-c11-736564.html

    Our Issue arised when we discovered that Zendesk are not supporting IFrame Embedding, which will prevent the mentioned integration having Zendesk Ticketing Page Embedded in Cisco Finesse Tab, can you please advise if there are any workarounds that we can use to overcome this restriction from Zendesk point of view

    https://support.zendesk.com/hc/en-us/articles/203657536-Embedding-Zendesk-into-an-iframe-to-be-disabled

    Appreciate you advise,

    Thank you

  • Avatar
    Eddie Steede

    For Zendesk integrations to Cisco & Avaya take a look at www.ct-solutions.com/zendesk

     CT EaziPopper gives you screenpop and "click to Dial" out of the box.

  • Avatar
    Stephen Done

    Zendesk guys, what is your policy with 3rd party commercial posts on your forum?

    Frequently, technical discussion get interrupted with some salesman peddling their wares.

    For example: This is the second time that Eddie Steede has posted exactly the same commercial posting in this thread.

  • Avatar
    Padraig McTiernan

    Hi Fuad, for integration with Cisco, or Avaya or any telephony vendor, you have a choice: try and embed Zendesk in the telephony vendors client, or try and embed the telephony in Zendesk. For me, I go with embedding the telephony in Zendesk. This is because the telephony controls and GUI required are much less than Zendesk. 

    So that is what we did with Cisco finesse - embed it in Zendesk as a topbar app. The finesse API will embed there happily. If you want more details just let me know.

  • Avatar
    Jennifer Rowe

    Hi Stephen!

    We do allow partners to post their apps/services/solutions in relevant community discussions where they directly address a customer's question or issue. As you noted, this is the second post, so we'll kindly ask Eddie not to spam the thread. But otherwise, it is acceptable per our community guidelines.

    Thanks for asking!

  • Avatar
    Jay Lee

    DTMF mixed quality BADLY affects your communications. I have a real story for you; I’m calling one of my banks, they Rep is transferring me to a robot to enter my pin #…
    I’m entering it, and the robot can’t understand the pin. The robot says to enter again… after 3 tries it gives up. …., and it does not understand your commands due to the line in not DTMF.
    You must troubleshoot DTMF problems with your VoIP connection through route-test.com. They offer a free testing credits. You can find the solution quickly. #VoIP

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