Install the app from the marketplace on your bpm`online.
Contact webitel technical support at [email protected] or support portal my.webitel.com for basic connection parameters.
Open the System Designer in bpm'online, go to [System Settings] - open the [Webitel] setting.
In the [Default value] field, enter the data that you received from technical support in the following settings:
Return to the System Designer - go to [Lookups] - select the [Telephony] group - open the [Webitel Users] directory and delete all entries if they are present.
To perform this action, click on the button with the basket icon, as shown in Fig. 1.
Fig. 1 – Webitel User Information
In the window that appears, click [Yes] to confirm.
To create telephony users, click the [Add] button on this page.
In the window that appears, in the [Contact] field, start writing the user name, or click on the magnifying glass icon to search for the user to whom you are connecting telephony, as shown in Fig. 2.
Fig. 2 – Webitel User Creation Page
Fill out all the parameters for your Webitel account::
Follow these steps for all users who must use telephony.
After completing the configuration, you must logout and re-enter the bpm'online system.
To make external calls, you must connect a SIP line and configure inbound and outbound call routing.
To connect the SIP line, provide the line data to Webitel technical support at [email protected] or support portal my.webitel.com or use this instruction.
To configure call routing, provide a description of how routing should be implemented.
The routing scheme can be provided in text format. Below is an example of a textual description of example No. 2 of a routing scheme:
Incoming call.
Work time?
NO ->
Playing a sound file of a certain subject (not work hours / days off / New Years, etc.) transferring information about the call to the manager’s email.
YES ->
Recording a conversation.
- Greeting (playing a sound file / tell client information about the recording of the conversation).
- during the greeting, it should be possible to enter a short internal number of the employee.
Enter short internal number -> connection with employee -> end.
Enter short internal number -> the employee is busy by internal number / does not answer 15 sec. -> transfer to employee’s mobile phone -> end
Enter a short internal number - the employee is busy on the internal number / does not answer 15 seconds. the melody "Employee is busy" is played, then we transfer the call to the group of operators / duty number -> end.
The client did not dial the extension number of the operator -> transfer the call to the group of operators / duty number -> end.
The client did not dial the internal number of the operator -> operators are busy / the duty number is busy -> playing a sound file -> duplicating a call to a group of operators / duty number -> recording a sound message with sending to e-mail. ---> end.
Send this information to [email protected] or write on the or support portal my.webitel.com.
To change the telephony settings of a specific user, log in to bpm'online with the data of the corresponding user.
In the upper right corner, click on the [Profile] icon and click the [Your Profile] button (Fig. 3).
Fig. 3 - Profile popup menu
In the window that opens, click the [Call Center Settings] button.
Fig. 4 - User telephony settings
This menu (Fig. 4) contains the user telephony settings: