Case study: Helpdesk

management with CWP

FileMaker and Twilio

- Jeroen Aarts

CW helpdesk: requirements

• One centralized helpdesk telephone number

• Forward calls to mobile coworkers

• Plan and schedule forwarding calls

Setup

<helpdesk phone>

Customer

Step 3: Forward call

Coworker Coworker

Step 1: Choose language…

Step 2: Choose Project Helpdesk

Scheduling in FileMaker!

Twilio: online telephone service

Twilio: callback URL

Twilio: Twiml API

Step 1: Choose language…

Step 2: Choose helpdesk…

Use CWP to connect…

Forward call...

Thanks... for calling us