Please note that a valid Enreach subscription is required to use the service. Should you have any queries, please contact: crm@enreach.com or call +34931228285

Credentials

In order to use Omnichannel Contact Center, you must input your credentials in Zendesk’s configuration section:

From Administrator/Applications/My Applications select the application (Omnichannel Contact Center).
Write your Zendesk credentials in the fields User and Password/Token.
If you are using a Zendesk Token and not a user password, indicate it by selecting the checkbox below
Click "Update" to save the changes.

API tokens are managed by an admin in the Admin Center interface at Apps and integrations > APIs > Zendesk API. The page lets view, add, or delete tokens. Deleting a token deactivates it permanently.

Optionally, you can: - Modify the name displayed in the app window top. - Define role and group based access restrictions.

Omnichannel Contact Center basic instructions

Open the app window by clicking on its icon.
Input your Enreach user credentials.
Allow microphone access if your browser requests it.
Make and receive calls using your Omnichannel Contact Center.

Ticket management

Each call made or received will automatically create a Zendesk ticket reflecting the call information.
When the call ends the ticket will be updated to include the call recording.

Side Panel

The side panel will display a list of numbers related to the ticket or contact that is open.
Clicking the “Call” button will generate an outgoing call to the number selected from the list.

Omnichannel Contact Center features

For an active call service, contact and duration are displayed
Automatic answer
Search for a contact and make a call from the contact list
On-screen phone keypad
Start call recording
Call transfer: blind and assisted
Call on-hold
On/off switch for microphone and audio output
Audio output volume control
CLI selector
Agent state selection
Phone extension selection
Enreach session login/logout

Enreach Omnichannel Contact Center

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