Webitel: Documentation
Webitel: Documentation
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Functionality of Webitel products for Creatio

Webitel products allow you to integrate Creatio with the Webitel IP telephony server to work with calls and chats from the CRM interface:

  1. CallManager

  2. CallCenter

  3. Chats

  4. Telemarketing

  5. QualityControl

Basic Webitel integration package for Creatio - Call Manager

  • Webitel users — you can create Webitel users, so that users of Creatio can use telephony features.

  • Roles — you can assign roles to users in the Creatio interface.

  • Licences — you can assign Webitel licences to users.

  • Internal calls — you can make internal calls between employees of your Company.   

  • Outbound calls — you can make outbound calls to external phone numbers via communication panel or from record pages of Creatio.  

  • Contact and Account identification — if the caller phone number is found in Creatio, the information about the caller and / or his company will be displayed on the communication panel.

  • Accept and make calls via communication panel — user-friendly call control interface in Creatio. 

  • Call hold — you can put the call on hold. The client won't hear the user's speech.

  • Microphone control — you can mute / unmute the microphone during an active call. 

  • Call transfer — you can transfer an active call to another user or queue. There are two call transfer options: blind and consult.

  • Blind call transfer — after choosing that option, you can enter a destination phone number in the input field or select one from the list of Contacts.

  • Consult call transfer — allows you to speak with the other party before transferring the call. After you dial the number to which you would like to transfer the call, you can wait for the other party to answer and speak with them before transferring the call, then bridge him with the client. Or you can come back to the call with the client.

  • "CDR" section for call details — complete history of all inbound and outbound calls with filters and access to call records.

  • Call lists — you can create call lists from phone numbers in Creatio, that can be used in call routing setup (for example, "Blocked", "Blacklist" etc.).

Advanced Webitel integration package for Creatio - Call Center

  • Call-center agents — you can make a user an agent to allow him to process calls and/or chats from inbound queues and participate in processing calls from automatic dialers. 

  • Agent skills — you can add skills to an agent to assign him for processing calls from queues. 

  • Agent teams — after creating a team on the Webitel side, you can set it and use it in several queues. 

  • Statuses of call-center agents — an agent can select his status from the list of basic ones: "Ready", "Do not disturb", "Pause", "Callcenter". Also, you can extend the list of reasons for status "Pause".

  • Inbound calls queue — subscribers wait in the queue for an agent to be connected with.

  • Dynamic variables — dynamic variables, that are obtained from call routing from Webitel, can be displayed on the communication panel of Creatio.

Webitel integration package for Creatio - Chats

  • Chats in Creatio — agents can accept and process chats from the inbound chat queue, that is set up on the Webitel side.

  • Text messaging — process the chat between a client and an agent on the communication panel or on the Chat record page in Creatio.

  • File sharing — two-way file exchange in the chat.

  • Message templates — you can create quick response templates (typical messages to clients), that can be used by agents during messaging.

  • Client identification — automatic and manual Contact identification.

  • Business processes - you can run basic business processes during chat processing.

  • "Chats" section for chat details — complete history of all chats to track interaction with clients.

  • Outgoing message - allows you to send an outgoing message to the client.

  • Chat transfer - allows you to transfer an active chat to another queue (chat plan).

  • “Traffic light” function - allows you to track the time since the last message of the operator/client in the chat and highlight the chat frame in color.

  • Message counter - displays the number of unread messages in the chat.

  • Sound and browser notifications - allows you to inform the user about chat activity: invitation to a new chat, new message in an active chat and closing the chat.

  • Chat history - allows you to see the previous history of communication with the client when processing the chat.

  • Inactivity timer - allows you to see the inactivity timer in the chat.

  • Full-screen chat processing mode - allows you to quickly switch the chat processing mode from the CTI panel to full-screen mode and vice versa.

  • Dynamic variables - display on the chat page variables obtained from Webitel chat bot routing.

Webitel integration package for Creatio - Telemarketing

  • Outgoing automatic call queues (dialers) — you can create and configure dialers; agents can process calls from dialers in Creatio. 

  • Outbound IVR queue — automatic dialer without agent involvement. Outbound IVR helps an organization automatically acquire new customers by making automated voice calls using pre-recorded files or speech synthesis and speech recognition technologies. 

  • Preview dialer — automatic outbound calls with agents involvement. The preview dialer selects a phone number from a list and proposes it to an agent. The agent can then look at the record (the “preview” phase) and decide to call this customer.

  • Progressive dialer — automatic outbound calls with agents involvement, where the system makes a prior reservation of an agent and waits for him to pick up the phone and be connected to the member.  This type of dialer guarantees the presence of an agent when the member picks up the phone. 

  • Predictive dialer — automatic outbound calls with agents involvement, but without his prior reservation to minimize call waiting time. The dialer determines how many members need to be dialed in order to receive an answer, connect with the agent, and minimize the agent's waiting time. It is used to maximize the load of agents by minimizing the waiting time for an agent to connect with a member. 

  • Dialer participants — you can add a Contact or a group of Contacts in the member list of a dialer. 

  • Queue skills — you can add skills to the dialer to automatically assign agents to process that dialer. 

  • Buckets — you can add Webitel buckets, that are used in dialer configuration to prioritize calls. They can be used as personal queues - they give the possibility to split one queue into few sub-queues.  

  • AMD — automatic machine detection. In case the function is enabled, the system, after connecting with the member, will additionally check whether the person or the answering machine answered.

Creatio package - QualityControl

  • Questionnaire templates - create and configure customer service quality assessment questionnaires.

  • "Questions" section - history of all questionnaires with record filtering.

  • Criterion criticality - cancel the overall assessment for the questionnaire if a critical criterion was failed.

  • Numerical/verbal assessment - set a visual definition of the assessment: numerical or verbal value.

  • Maximum value - the ability to set the maximum value of the digital assessment.

  • Mandatory criterion - the ability to set the mandatory assessment of the criterion in the questionnaire.

  • Chat, call, request assessment - the ability to evaluate a chat, call, request.

  • Criteria grouping - group assessment criteria by sections (topics).

  • Assessment for mandatory/optional criteria - allows you to see the final assessment for mandatory and optional criteria separately.

  • Comments - the ability to add a comment to each criterion or/and the general questionnaire.

  • Analytics - viewing the summary results of general and individual questionnaires by operator.

Prerequisites for installing packages

Note

CallManager installation is necessary in the first place! Accordingly, the other packages will also contain all the functions of the CallManager package.

To fully benefit from the functionality of the packages, they can be installed in the following combinations:

  1. CallManager 

  2. CallManager + CallCenter 

  3. CallManager + Chats 

  4. CallManager + Chats + CallCenter

  5. CallManager + Telemarketing + CallCenter

  6. CallManager + Telemarketing + CallCenter + Chats

  7. CallManager + CallCenter + Telemarketing + Chats + QualityControl