Serve your customers by making active voice calls through Movidesk. Monitor and record information at the end of all calls in your service Tickets.

Calls can be made in new tickets or in existing tickets that contain the phone number of the contact registered in our system.

To use this feature, it is necessary to integrate Zenvia Voice. Learn in this article how to enable the parameters, integrate Zenvia Voice, the necessary settings, and how to make successful calls.

⚠️ Attention : Active calls are available only for contacts who have allowed receiving calls. Additionally, it is necessary to have prior registration of the contacts' phone numbers.

Enabling the Telephony Parameter

Before configuring active voice calls, you need to enable the telephony parameter on your account:

1 . Go to Settings > Account > Parameters ;

2 . Click on the Additional Modules tab and go to the Telephony Service section;

3 . Enable the Telephony Service to use external API for calls ;

4 . Save the settings.

Done!

Zenvia Voice Token

The next step is to use the Zenvia Voice token to integrate it with Zenvia Service/Movidesk:

1. Go to the Zenvia Voice;

2. Click on Developers > API Settings, in the top menu;

3. Press the Generate New Access Token button;

4. Click on Copy.

💡Tip: If the token does not appear right away, click on Generate and then copy the token.

Done! 

How to configure phone parameters 

With the token in hand, you will configure the parameters:

1. Go to Configuration > Telephony > Telephony Parameters;

2. In the Provider field, select Zenvia Voice;

3. Fill in with the API Token;

4. Click on Save.

Done! Settings successfully completed.

Add Extension to Contacts

After setting up, you need to add the Extension to your Zenvia Service/Movidesk account:

1. Go to Profile > Edit Profile > Contacts;

2. Go to the Contacts tab, in the section of Other Contacts;

3. Select the Extension and enter the contact's extension.

Extension Number in Zenvia Voice

1. Open the Webphone;

2. Copy the contact number (Example: 2000);

3. Click on Save. 

How to use active calls

Active calls are located in Tickets, next to the contact's name and email, represented by a phone icon.

⚠️ Attention: Contacts incompatible with Telephony will not have the phone icon displayed on the screen.

Clicking on this phone icon will display a modal showing the registered numbers. Select the desired one, click on Call and open the Webphone. 

During the call, a modal showing the call monitoring will be displayed, showing the contact's name, Ticket number, and elapsed time.

After the call ends, update the ticket to view the call information, including date, time, and duration. 

💡Tip: The call recording will be available for playback by clicking on Listen to message.

If a contact does not answer your call, it will be considered as a missed call in the ticket history.

⚠️ Attention: If you do not associate the ticket with the desired contact, the call charge will occur, but the context will not be in the ticket, only in the Zenvia Voice call logs.