Transform customer calls into actionable insights.
The Ozonetel integration enables organizations to centralize their customer support communications by automatically creating and managing call records in DevRev.
Ozonetel Integration centralizes customer support communications by automatically creating and managing call records in DevRev. When customers contact support through Ozonetel, the integration creates tickets with detailed call information, manages contact records, and captures call recordings and transcripts - ensuring support teams have complete context while streamlining workflow management within DevRev's unified platform.Features
- Automated Call Ticket Creation: Automatically generates tickets for all call types (answered, missed, after-hours) with detailed information, call status, and proper categorization through configured tags.
- Intelligent Contact Management: Creates or links contacts based on caller phone numbers, maintaining organized customer records and ensuring proper association with call interactions.
- Smart Agent Assignment: Automatically assigns tickets to agents who handled the calls, validating agent emails and matching them with DevRev users for streamlined workflow management.
- Call Recording & Transcript Integration: Processes and attaches call recordings and transcripts to tickets, providing comprehensive documentation of customer interactions for future reference.
- Custom Field Tracking: Maintains detailed call information through custom fields including monitor UCID, call status, and DID numbers, enabling proper call session tracking and management.
Installation
- Go to the DevRev marketplace and locate the Ozonetel Integration snap-in
-
Click "Install" and provide the following configuration details:
- API Key from your Ozonetel account
- Domain name (In-CcaaS or US)
- Default Part for ticket creation
- Ticket Tag for categorization
- Contact Tag for user management
- Recording Tag for call recordings
-
Note the two web hook URLs displayed after installation:
- Voice call events web hook
- Transcript receiving web hook
- Share these web hook URLs with the Ozonetel team for registration
- Register an additional web hook using the "register web hook" command under Snap-in Events
- Confirm web hook registration with Ozonetel support team and verify successful setup
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