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Step-by-step guide for Zenvia Voice/Movidesk settings
6 min
Created by Marileia Barboza dos Santos on 12/1/2023 3:46 PM
Updated by Karine Moreira on 9/23/2024 6:14 PM

This article will help with the configuration and integration between Zenvia Voice and Movidesk


Configurations Made in Zenvia Voice

The first parameter we need to define is the one that will be responsible for being the link between Movidesk and Zenvia Voice, the token.
Find the token in your Movidesk by accessing: Settings > Parameters > Environment
 
Access the Zenvia Voice portal, log in, and on the home page, find the Access Token option.

Enter the token in the field corresponding to your Movidesk base. Remember that if the token is changed at any time, this change must be replicated in the integration to ensure correct operation.
 

By doing this, things are already well on their way to the functioning of your integration. Now, let's define other basic details here.

Phone Numbers
Now that we have established the link between Movidesk and Zenvia Voice, let's validate your phone numbers. To do this, go to Central > Phone Numbers
 
Check your numbers. It is important to validate that everything is correct, as these will be the contact methods for your customers to reach your company.
 
Extensions
Phone numbers verified, now let's move on to the configuration of the Extensions. These will be the contact numbers that will identify the agents, so we can later make the link in Movidesk.
To do this, go to: Central > Extensions > Create New Extension.
 
On this screen, you will enter your collaborator's contact information and also define an extension for them. If the extension is already defined in Movidesk, it will be necessary to enter it. 
 
Extensions: Extensions can range from 0001 to 9999. In the example, I use 4001

 

We also have some restrictions that can be applied to this channel; just click on Advanced Settings

With all this set, now just save!

Queues

Now, to continue, it is necessary to configure the queues, which act as service groups. At this point, you will specify which agents or collaborators will be responsible for each department. To create new queues, simply go to: Central > Queues > Create New Queue.

By doing this, you will reach the creation screen, where you must define the queue name and also the type of distribution.

The field Use integration with Movidesk is mandatory for the integration to function!

After filling in these details, simply save!

After saving, we will edit the queue to insert the extensions:
 
You will notice that you now have access to the button for adding extensions. Just add all the extensions and then save again! Done!
 
 
URA
Now let’s configure the URA; the process is quite similar. Go to: Central > URA > Create URA.
 

When creating the URA, we have various possibilities; we will cover the most basic flows. If you want to set up something more advanced, you can consult support!

In what we show to the client, we configure the transfer option to the queue. To do this, follow the instructions below:

 

The final step is to edit the number you have within Zenvia Voice, so that when a call arrives, it is directed to the URA we created and follows the configured process. Access Phone Numbers, locate the number in question, and go to edit.

 

After this, you will define the URA you created. It will be identified by name, in my case “Test”. Do this and just save!

 

Tip

To receive calls, you will need to log in to the Webphone. To do this, access the list of extensions and click on this icon:

 

Then click this button: webphone.

 

Configurations Made in Zenvia Service

In Movidesk, the configuration is quite simple. We need the agents who have registered their extensions to be configured here. To do this, access the People register and then insert the Extension registered in Zenvia Voice in the Extension field, right there, in the contacts.

 

In the example, note that I continued using 4001, but just enter the same number as shown on the Zenvia Voice screen.

After that, configure the telephony group by accessing Settings > Telephony >> Telephony Groups. Create or edit a group, and in the Queue ID field, insert the corresponding ID available in Zenvia Voice.

 

Once everything is configured, it should work. 

 

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