Integration with phone systems for call logging

Purpose

 1.1. Automate logging of inbound and outbound phone calls by integrating retail phone systems with CRM, ticketing, and inventory platforms.
 1.2. Ensure all customer interactions are captured in real-time, automating entry of caller details, time, staff involvement, call duration, and call outcome.
 1.3. Support seamless synchronisation between phone logs and sales, support, and order management systems to reduce manual data entry.
 1.4. Enable management to track and analyze customer queries, streamline follow-ups, and automate reporting for compliance and sales opportunities.
 1.5. Enhance customer satisfaction by automating timely callback scheduling and history tracking.

Trigger Conditions

 2.1. Inbound or outbound call initiated or completed.
 2.2. Missed call registration.
 2.3. Call end event with selected call outcome.
 2.4. Manual entry or update of customer phone number in CRM.
 2.5. Assignment of a support ticket to a staff member involving phone-based outreach.

Platform Variants

 3.1. Twilio
  • Feature: Programmable Voice — Automate POST to webhook on call start/end.
  • Sample configuration: Configure Twilio call event webhook with /call-logging endpoint.

 3.2. RingCentral
  • Feature: Call Logs API — Automate polling for new call log entries.
  • Sample configuration: Connect /restapi/v1.0/account/~/call-log using API key.

 3.3. Aircall
  • Feature: Webhooks — Automate trigger on call creation and completion.
  • Sample configuration: Register webhook for call events in dashboard.

 3.4. Vonage
  • Feature: Voice API Event Webhook — Automate call event POST to workflow.
  • Sample configuration: Enter localhost or cloud endpoint in application events.

 3.5. 3CX
  • Feature: Call Control API — Automator listens for call event notifications.
  • Sample configuration: Configure event server for external HTTP on-call events.

 3.6. Cisco Webex Calling
  • Feature: Events API — Automate subscribe to call events for automated call logs.
  • Sample configuration: Use Webex Developer Portal to define webhook.

 3.7. Microsoft Teams
  • Feature: Call Records API — Automate GET request for recent calls.
  • Sample configuration: Set up scheduled Azure Logic App for polling.

 3.8. Zoom Phone
  • Feature: Call Logs API — Automate polling for call activity.
  • Sample configuration: Use OAuth for API access to /phone/call_logs.

 3.9. Nextiva
  • Feature: Call Event Webhooks — Automate logging on call status change.
  • Sample configuration: Register public endpoint for event delivery.

 3.10. Grasshopper
  • Feature: Call History API — Automator fetches new logs on interval.
  • Sample configuration: API polling with bearer token authentication.

 3.11. Ooma Office
  • Feature: Webhook Integrations — Automate outbound call event notifications.
  • Sample configuration: Activate webhook on call lifecycle change.

 3.12. Genesys Cloud
  • Feature: Notifications API — Automate subscribe to call event channels.
  • Sample configuration: Listen for v2.channels.voice.newcall notifications.

 3.13. Mitel
  • Feature: MiCloud Connect API — Automator retrieves call history.
  • Sample configuration: API token setup with call logs permissions.

 3.14. Avaya OneCloud
  • Feature: Events Webhook — Automate real-time notification of call activity.
  • Sample configuration: Define webhook and subscribe to call events.

 3.15. 8x8
  • Feature: Call Detail Records API — Automate retrieval post-call.
  • Sample configuration: API credentials for CDR polling endpoint.

 3.16. Dialpad
  • Feature: Call Events Webhooks — Automate POSTs on call lifecycle states.
  • Sample configuration: Event subscription for call logs endpoint.

 3.17. Freshcaller
  • Feature: API Webhooks — Automating logging of inbound and outbound calls.
  • Sample configuration: Set webhook URL in call event settings.

 3.18. Talkdesk
  • Feature: Webhook Trigger — Automates event notification on call completion.
  • Sample configuration: Register automation webhook for ‘call ended’ event.

 3.19. CloudTalk
  • Feature: API & Webhooks — Automate sync of call log entries in real-time.
  • Sample configuration: Enable webhook for call status change.

 3.20. Zendesk Talk
  • Feature: Call Events Webhook — Automating CRM call log capture.
  • Sample configuration: Activate webhook for new call ticket creation.

Benefits

 4.1. Automates complete and accurate call tracking, eliminating missed records.
 4.2. Reduces manual workload by automating logging and follow-ups.
 4.3. Accelerates response time with automated workflows triggered from call events.
 4.4. Automates analytics by linking calls to sales, inventory, and support outcomes.
 4.5. Enables management automation of agent performance tracking and SLA compliance.
 4.6. Automates reminders and escalations, enhancing customer satisfaction.