BreizhVoIPWebhook / API Integration
Ask your own software during the call and decide with its answer. Before the phone even rings, your business tool can say who is calling, whether they have an open case, whether they are behind on payment, or whether they should go straight to their usual contact. The phone system stops treating everyone the same, with nothing to retype.
How it works
As the call arrives, your software is asked, with the caller's number and the number dialled.
It answers with what it knows: a name, a case, a department, an instruction on where to send the call.
The flow continues according to that answer: to an extension, a department, a particular message.
If your software does not answer quickly enough, the flow carries on as normal: a broken tool must not block the phones.
The exchange is recorded in the history, which explains after the fact why a call was routed that way.
Use cases
- Recognising an existing customer and sending them straight to their usual contact.
- Spotting an open case and routing the call to whoever is handling it.
- Bringing the customer record up on the screen of whoever answers.
- Routing on something only your software knows: a contract, a subscription, an order in progress.
- Telling your tool a call is coming, so it can prepare the display.
- Turning away calls from a number your software flags as unwanted.
What you configure
- Address to call
- The address of your software, the one that receives the question and returns the answer.
- Method
- How the question is asked, depending on what your software expects.
- Time limit
- How long the answer is given. Beyond that the call carries on without it: the phone system must not depend on another tool's health.
Examples
- A customer calls: their record is recognised, the call goes straight to their account manager, and their file opens on screen.
- A number the software does not know follows the normal path, to reception.
- The software flags an unpaid invoice: the call goes to accounts rather than to sales.
In the panel
Read the guide: Prévenir une application à chaque appel entrant
Modules in the same category
Queue
Hold callers and send them the first adviser who frees up, rather than letting the phone ring into the void. The queue keeps the order of arrival, plays your music and announcements, and hands out calls by the rule you choose. It replaces 'call back later' with an orderly wait, and it tells you how many people hung up before anyone took them.
Call Recording
Keep a record of what was said. Recording starts automatically by your rules, or by hand during the conversation when it turns into something worth keeping. The files are found from the call history, with the number, the date and the person who answered. Always tell the caller: it is a legal requirement, and the module can play the announcement for you.
Conference
Bring several people into one call, with no link to send and no software to install: everyone dials a number and enters the room. An access code can protect the meeting, and the host keeps control of who speaks. This is the answer when not everyone is in front of a screen, on a site or in a car.
Set Caller ID
Choose what the person you call sees. By default an internal extension shows its short number, which means nothing outside the company and cannot be called back. This module presents the company number instead, or a department's, or a readable name. It is the difference between a call that is answered and one that is ignored.
Set Variable
Remember something during the call and use it further along. The option the caller chose in a menu, the department concerned, the campaign they came from: these are set here and turn up later in the call history or in the data sent to your business software. It is what lets you know not only that a call happened, but what it was about.