Telecrm Integrations

Let's say you have a centralised number published across your ad platforms, and all kinds of incoming calls land on it. As these inquiries come in, it becomes important to track them all on a single platform — along with call durations, timestamps, and recordings kept as a repository for every customer call.

And on the outgoing side, you don't want your callers dialling from their own SIMs and personal numbers. You'd rather have them all call through one common outgoing number.

This is exactly what the telecrm IVR integration unlocks. It lets you keep one centralised number for incoming calls and one centralised number for outgoing calls — so every inbound inquiry is captured, and every outbound call goes out under a single business line. You can even add a dedicated voice script to play on every incoming call, with call forwarding available to route the caller to the right agent.

In this video, we'll walk you through setting it all up.

Steps to Set Up Telecrm IVR

1. Navigate to app.callerdesk.io.
2. Log in to the IVR panel using your root email ID and the password shared by the Account Manager.
3. Hover over the User Management option.
4. Select Members.
5. Click Invite Members to add members one by one, or use Add Bulk Member to add several at once (keep your Excel file in the correct format so the bulk members are added correctly).
6. Enter the member's Name and the agent's number on which they'll receive calls. Set the access level based on the role:

• Regular — for a normal caller
• Group Owner — for a manager
• Admin — for an administrator

1. (These permissions govern the extent of each user's access in the IVR panel.)
2. Once the members are added, set them to Active.
3. Hover over User Management again and select Call Group. 

(A Call Group is essentially a department. Let's say you have 4 agents in a group — when a customer calls that department, all 4 agents receive the call one by one, on a round-robin basis or whichever call strategy you select.)

1. Under the Actions tab on the far right of the screen, select the Eye icon.
2. Add the active members using the Add Members option and select the respective Call Strategy. (The Call Group primarily governs how incoming calls are routed to each agent.)
3. After saving, select IVR Journey on the left-hand panel and choose Standard IVR Flow. (Whenever a customer calls on the centralised number, how that call gets connected to an agent is defined by the IVR Journey.)
4. Tap the plus (+) icon, select the DID/Deskphone number, and create a basic IVR journey with a ringout time of 30 seconds and call routing set to Round Robin ringing.
5. Now follow the steps from the "Integrate Callerdesk with Telecrm" guide above to complete the full integration.

Once done, your telecrm IVR will be set up with members, call routing, and an incoming IVR flow ready to use.

And that's all you need to understand for user additions and number selections to begin your telecrm IVR integration.

With these steps followed, you'll be able to define your User Management, set up your Call Group, assign your DID numbers, and build your IVR journey — so the calling happens exactly the way you need it to.