Phone system integration

Intro

For users with VOIP phone systems, such as Microsoft Teams, Zoom, 8x8 etc, you can make and receive calls directly from the system. There is no additional charge for the integration, as it's included with all packages. Normal phone charging will apply from your provider.

Dialling out

To dial out, click the phone number icon to the right on a telephone number

The first time, your device should prompt to ask how to handle the number. Select you VOIP app and it should remember for next time.

Dialling in

The instructions are for Microsoft Teams, correct at time of writing, May 2024. Other providers will have similar options. In the Teams admin center

'* Go to the Voice menu

• Open the Calling Policies section
• Click to Add a Policy
• Give the policy a name and in the "URL to open apps in browser for incoming PSTN calls" option, enter you unique phone link, which looks like https://permalink.charitylog.co.uk/search/YOUR_PUBLIC_ID/phone/{phone}
• In the June 2024 version of the software, the link above can be obtained from the "Logging in / System Access" option, which will have your own public id. To trial this feature in an earlier version, please call the support team for your id, and replace YOUR_PUBLIC_ID with it.'

In each agent's Teams:

- Click the cog for Teams settings
- In the calls section, toggle "Open apps in browser" on.

How the integration works

When the agent accepts the incoming call, their default browser will pop up on screen. If the caller has an existing record, the browser will display the callers record in Charitylog. The agent can then proceed to log any call activity on the record.

If there is more than one matching record that uses the callers number, the agent will be displayed with a list of potential matches. The agent can then proceed to select the callers record and log any call activity.

If there are no matches for the callers number, the agent will be presented with a message to show there were no matching search results. The agent can then proceed to create a new record for the caller.