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What are the key terminologies for Ozonetel integration with Vtiger CRM?

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Key Terminology
 
CloudAgent CloudAgent by Ozonetel is a user-friendly multichannel customer care software solution. It offers simultaneous voice and chat, SMS and various social interface integrations.
Agent An agent is the customer service representative or executive of an organization who provides customer support. They are responsible for inbound and outbound voice or non-voice support to customers.
Outbound Campaign Outbound Campaigns are well designed customer query managements or procedures where agents call the customers for issue resolution, business information, reviews and feedback. They can be sales, marketing, technology, etc., driven campaigns. You can choose and customize them as per the priorities of your organization.
Inbound Campaign Inbound Campaigns are procedures or patterns of receiving incomig queries or issues in the form of phone calls from customers on a daily basis. They are of multiple types such as  customer service, sales, tech-support, etc. You can choose and customize them as per the priorities of your organization.
Skills Skills are the agents’ areas of expertise, such as sales, marketing, customer service, etc. Updating agent skills facilitates routing specific category phone calls to agents accordingly.
DID Direct Inward Dialing (DID) is the phone number assigned by Ozonetel on subscribing to their services. It is the number from which calls are dialed out.
incoming_callback URL It is the source address of a programmed code or a function. It is the redirect or the return url which sends back data to the user. It is integrated into a phone call gateway platform for agents to receive incoming call notifications in the CRM.
status_callbac URL It is the source address of a programmed code or a function. It is the redirect or the return url which sends back data to the user. It is integrated in a phone call gateway platform for agents to activate or inactivate the gateway.
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