Zendesk Dialing Guide

Dialing configuration

To dial out from within Zendesk, dialing needs to be configured correctly.

Right-click the Level365 CRM Connect tray icon in the system tray menu and then left-click the 'Configuration' option from the menu that pops up, this will open the 'Configuration' screen. In the 'General' group, click on the 'Dialing' option.

Please see this article to make sure that the web dialing feature is enabled before progressing.

You can refine the criteria used to identify telephone numbers. Enter the appropriate number of digits into the 'Minimum length' and 'Maximum length' text boxes and specify a prefix that identifies telephone numbers (if there is one) by entering it in the 'Must start with' box.

If you would like to be able to dial directly when you are entering new information in Zendesk, for example on the new contact page, we need to carry out some further configuration. Click the Add button to start the Dialing wizard.

The first question in the wizard asks you about the type of application you want to dial from. Select the 'The application runs inside a web browser' option. Click the Next button.

 

Select the 'Text boxes' option on the second screen of the wizard and click the Next button.

 

Open your Zendesk account in Internet Explorer and find the text box you want to dial out from, it needs to have a number in it already so add a temporary one if you need to. Copy or make a note of the telephone number currently displayed in the text box and leave the web page open.

Back in the wizard, paste or type the number into the 'Number to search for' box and click the Detect button.

 

The wizard will search the current web page for the telephone number you entered and, once found, display the details. Click Next and then Close.

You can add as many textboxes as you like, just start the process by clicking the Add button and working your way through again.

Click Save to store your settings and you're ready to go.

Now, a clickable icon is placed at the end of any textboxes you have configured and you just click on it to dial the number in the textbox.

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