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USER GUIDE
RingCentral andKAZOO PBX Connectorfor bpm’online
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Bpm’online integration with RingCentral and KAZOO PBX ConnectorAbout Bpm’online
Bpm’online is a premium vendor of process-driven cloud based software for marketing, sales and service automation. The beauty and core value of bpm’online products are the out-of-box processes that guide users through the most effective actions to accelerate results. Users love bpm’online engaging interface with its social look and feel, free from redundant information that keeps them focused on what’s relevant.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications and collaboration solutions. More flexible and cost-effective than legacy on-premises systems, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect from any location, on any device and via any mode.
About KAZOO VoIP
KAZOO is an open-source, highly scalable software platform designed to provide carrier-grade VoIP switch functions and features. Developers, system administrators, and telecom engineers can build flexible, reliable telecom services using the extensive KAZOO APIs.
RingCentral and KAZOO VoIP Connector
RingCentral and KAZOO PBX connector for bpm’online will allow users to effectively communicate with clients and colleagues and keep all communication history logged in one place.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Velvetech Contact
E-mail: [email protected]
Phone: 847.559.0864
Versions of bpm’online that supports the Connector
Bpm’online 7.12 and up
The key features of the Connector are:
• make outgoing calls and accept incoming calls in bpm’online;
• put a call on hold;
• transfer a call to another extension or phone number;
• patch another extension or phone number into an active call for a conference call;
• identify a Contact and Account by a phone number;
• indicate a call result;
• access an entire call history with a client;
• keep track of call analytics.
The connector provides the users of bpm’online with the following capabilities:
• Call management – the connector allows bpm’online users to make inbound and outbound calls using KAZOO PBX or RingCentral telephony. During the call, an agent can access all information about the Contact, including the history of previous communications.
• Call Analytics – analyze the quality of communications with clients based on a number of call attempts and conversations, duration of calls, and call results.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Table of ContentsBpm’online integration with RingCentral and KAZOO PBX Connector 2
About Bpm’online 2
About RingCentral 2
About KAZOO VoIP 2
RingCentral and KAZOO VoIP Connector 2
Velvetech Contact 3
Versions of bpm’online that supports the Connector 3
Setting Up RingCentral Integration 5
Setting Up KAZOO Integration 10
Use Bpm’online integration with RingCentral and KAZOO PBX Connector 12
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Setting Up RingCentral Integration
1. Open the browser of your choice on your personal computer, and go to your bpm’online instance. Log into your account there.
If you are not going to use RingCentral, you do not have to read the following section. Instead, please go to Setting Up KAZOO Integration.
Prerequisites
• An active account in your own bpm’online instance.
• An active account in RingCentral (you would need your number or email and password to go through two-factor authentication).
Settings configured by user
NOTE: Before you complete the steps below, your bpm’online instance should be configured by the administrator so you could work with the plugin.
Go to your profile –> ‘Call Center Parameters Setup’.2.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Click ‘Get Settings RC’ (make sure that ‘Auto-connection’, ‘Use web phone’ and ‘Use RingCentral’ are checked, otherwise the button won’t be available).
3.
A new window should appear where you can go through OAuth process to sign into your RingCentral account. Enter you Email or Phone Number and click ‘Next’.
4.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Enter the password for your RingCentral account on the next step of OAuth process.5.
On the next step click ‘Authorize’ button. As a result, a new window should appear prepopulated with the following text saying that the connection settings have been retrieved successfully.
6.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Close this window to continue.
The settings are provisioned by RingCentral, save parameters and user profile.
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Log out and log back in. After you do that user’s communication panel (CTI panel) starts working.
9.
If you come across any issues with connecting or displaying CTI Panel, look into browser’s console or contact your bpm’online admin or Velvetech support.
10.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Enter the phone number you want to call in the devoted field. The dial will start and you’ll see the call panel once the call starts.
11.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Setting Up KAZOO IntegrationIf you are not going to use KAZOO, you do not have to read the following section. Instead, please refer to Setting Up RingCentral Integration.
NOTE: Before you complete the steps below, your bpm’online instance should be configured by the administrator so you could work with the plugin. Connection configuration for each user is performed by the administrator.
Open a browser of your choice on your personal computer, and go to your personal bpm’online instance. Log into your account there.
Go to profile settings –> ‘Call Center Parameters Setup’.
1.
2.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Check needed points which are: ‘Auto-connection’ and ‘Use web-phone’ (make sure that ‘Use RingCentral’ is not checked). Save the parameters and your profile.
Log out from the account and log back in. If all the steps are completed correctly, user’s communication panel (CTI panel) will no longer be empty:
Enter the phone number you want to call in the devoted field. The dial will start and you’ll see the call panel once the call starts.
3.
4.
5.
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847.559.0864
601 Skokie Blvd., Suite 105, Norhbrook, [email protected]
Use Bpm’online integration with RingCentral and KAZOO PBX ConnectorAs mentioned before, the connector provides the users of bpm’online with the following capabilities:
• Call management – the connector allows bpm’online users to make inbound and outbound calls using KAZOO PBX or RingCentral telephony. During the call, an agent can access all information about the Contact, including the history of previous communications.
• Call Analytics – analyze the quality of communications with clients based on a number of call attempts and conversations, duration of calls, and call results.
More info on the features is available at bpm’online official documentation:
• Communication Panel - https://academy.bpmonline.com/documents/base/7-13/communication-panel
• Managing Calls - https://academy.bpmonline.com/documents/base/7-13/managing-calls
