Zoho Desk Integration - Multiple Trunks SIP

[claudio76]

Hi,
I have two Trunks SIP, the first for the Administrative Office and the second for the Technical Support. Each Tunk has its queue.

I made the Zoho Desk integration setting up the agents and their extensions. Some of the agents belongs to both queues in the PBX.

Obviously I need to open tickets only when I receive calls on the Technical Support Trunk but the problem is that every call I receive, also on the other trunk, a ticket is opened when the agent responds.

Any suggestion?

Thank you

 

[edossantos]

CRM integrations are server wide, so you can't configure Call Journaling to happen only for some calls. The only option would be that you filter the extensions in the Call Journaling scenario. In some CRM integrations, we do this by querying the CRM for the user having the extension that received the call, and the call journaling entry is created only when the server provides a value. Maybe you can do this, and only configure in Zoho Desk the extensions you want to log calls.

 

[claudio76]

Thank you.

Another possible way is to setup two users on the same phone with two lines, link the Trunk SIP to the second user, and link only the second user to zoho.

I have Fanvil X3S with two lines but I'm not able to use the same phone associated to two users. Can you help me?

Thank you

 

[edossantos]

I have Fanvil X3S with two lines but I'm not able to use the same phone associated to two users. Can you help me?

Please make this question in the General forum, as it's not related to CRM integration.

Thanks.

 

[claudio76]

Sure thank you.
Regards.