How to set up Trengo with Fonema
Functionalities offered
- Display the Trengo contact name when you receive an incoming call. This will be displayed on the screen if you have a SIP terminal, in the pop-up window of the softphone if you have one installed and/or as a notification within the Trengo panel when an extension with an associated user is called.
- Register incoming and outgoing calls coming from one of your Trengo contacts in the call list of the Fonema PBX panel with the name of that contact.
- Keep a call log in the notes of each contact and when the call has been answered also as a message in the ticket associated with the contact, this will also include a link to the call recording (only if this option has been activated).
In addition, if you have the Chrome extension installed (see how to set it up):
- Make calls from the contact’s own file.
- Access the contact’s file.
Requirements
- You must have a Fonema account, if you don’t have one click on Free Trial.
- It is recommended to have the PBX configured before starting to configure the integration.
- Have a Trengo account (Scale or Enterprise) and have an account with the administrator role.
1. Generate an API key in Trengo
In order for the Fonema service to access Trengo contacts, we need to generate an API key.
- Access your Trengo dashboard with the credentials of an administrator user.
- Click on the menu option Settings > Applications and integrations > Rest API > Generate API key.
- Keep this password safe as you will not be able to display it again, just generate a new one.
2. How to set up a channel
Before you start configuring it is important to understand how Trengo works so that you don’t configure the integration incorrectly.
In Trengo, a channel is the means by which calls are routed, it allows Trengo users to be notified whether a call is directed to them or not.
- Each channel that is created has a single telephone number associated with it in international notation (+34…, +31…, etc).
- In turn, in each channel it will be necessary to indicate which Trengo users will receive the notification and which will not. Each Trengo user must be associated with an extension number. This should be in accordance with what is configured in your Fonema virtual switchboard. Fonema will notify Trengo which extension is being called in real time, depending on how you have configured it.
Once you have understood this, let’s see how to create a channel. Note that you will have to create as many channels as phone numbers you have in your Fonema virtual PBX and you want to manage from Trengo.
To create a channel log in as an administrator user to your Trengo account click on Settings > Channels > Voice > Click on the (+) of “Voice channels” > Select “Phone calls via SIP devices” > Click on “Custom VoIP”.
The channel fields must now be filled in:
- Enter the name for the channel ➜ We recommend that it is something descriptive, as each channel is associated with a phone an example would be “911000000“. This will only help you to identify each channel in Trengo.
- Enter the telephone number of your virtual PBX ➜ The telephone number must be entered with the corresponding prefix (+34, +NN), this is the international format.
- SIP devices ➜ Here you must indicate which of your extensions are linked to which account. In other words, you have to indicate the extension numbers you have created in the Monema virtual PBX and the associated Trengo users they go to. In this way you will be able to notify these extensions when a call comes in.
Finally click on “Create channel“, this will generate a “Webhook” is an address which we will need later to configure the integration in the virtual PBX. If you create several channels, there will be a different address for each of them.
3. How to configure users to be able to open tickets during a call
When a user with an associated extension defined in a channel receives a call, the off-hook notification will show “Open conversation” when clicked will take you directly to the contact’s ticket showing the contact’s messages.
However, users whose role is “Basic agent” will not be able to open tickets. This can be changed in Settings > Users > In the “User role” section, you can assign the corresponding roles.
4. Set up the Fonema virtual PBX integration
Access the PBX panel via an administrator user to configure the integration.
Click on the menu option Integrations > Search for the Trengo integration and activate the integration by clicking on the [OFF/ON] button.
You must then fill in the fields with the data previously obtained.
- Trengo API Key ➜ Enter the API key generated in point 1.
- Get contact name ➜ If enabled, when a call is received it will search through Trengo’s contacts and try to get the name of the contact. The caller’s name will be displayed in the call list whether a call has been made or received.
- Save call information as contact note ➜ Once the call ends, a note will be added to the contact indicating the type of call (incoming/outgoing), the number being called from and to, the extension that answered or originated the call, the status of the call (answered, no answer, etc.), the duration and if the option is active, a link to the recording.
- Notifying Trengo users of the call and storing the information in a ticket ➜ When a call comes in, it will be notified to each extension in Trengo and once an extension/user picks up, they will be able to access the contact’s ticket. As soon as the call ends, information about the call including the recording will be stored in the ticket if the option a link to the recording is activated.
- If you have activated this option, you must add channels with the corresponding telephone number and enter the URL addresses (Webhooks) generated when creating the channels in Trengo. These can be seen in the Trengo dashboard under Settings > Channels > Voice > When you click on one of the channels, this URL or Webhook should appear at the bottom. If you have doubts about this, check point 2.
- Es importante recalcar que en las llamadas perdidas Trengo no crea un ticket. Instead you can also activate “Save call information as contact note” which will always indicate information about the call.
- Show call recordings in Trengo ➜ Will only be displayed if any of the above options “Save call information as contact note” or “Notifying Trengo users of the call and storing the information in a ticket” are activated.
Click on “Check access” to verify that Fonema can connect to Trengo, if anything fails it will indicate what the failure is.
Finally click on “Save changes“.
If you’ve made it this far, you’ve already got the integration fully configured.