BT Cloud Phone. App for Desk administrator guide. An administrator guide for running BT Cloud Phone with Desk.com customer service software.

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1 BT Cloud Phone. App for Desk administrator guide. An administrator guide for running BT Cloud Phone with Desk.com customer service software.

2 2 What s in this guide. 1 Introduction About BT Cloud Phone for Desk About this guide About Desk. 3 2 Setting up BT Cloud Phone for Desk Navigate to phone channels Add integration Enter phone integration. 5 3 Troubleshooting. 6 Need help? If you have any problems setting up or using your service, contact BT Cloud Phone support on or bt.cloud.phone@bt.com Emergency calls. 999 or 112 emergency calls. Each BT Cloud Phone number is registered to a specific address, so when you make a 999 or 112 call from this number, that s the address the emergency services will see. Make sure your users add their emergency services address based on their current work location and also let you know if this changes so that you can update their address details on the portal. With any groups that you set up, please note that emergency services are only provided with a single address for 999 or 112 calls from any of the phones in the group. So, it s important that phones in a group are all at the same physical address. You might not be able to make 999 or 112 calls when there s a power or network failure or if using the service through an app on a mobile device.

3 3 1. Introduction. 1.1 About BT Cloud Phone for Desk. BT Cloud Phone for Desk provides seamless integration between the Desk application and your BT Cloud Phone services to enable improved customer retention, greater agent productivity, and advanced business processes. It offers these features: Complete cloud-based app Use your browser on any platform (Windows, Mac ); no software installation is needed. Make or receive calls through the BT Cloud Phone system, directly from your account within Desk. Increase call efficiency With simple click-to-dial from within Desk, you can spend more time dealing with customers and less time dialling. Save time by eliminating misdials. Enhance customer interaction Incoming callers are instantly matched to existing client records, which are automatically displayed. Tickets are created when a call is accepted by an agent. 1.2 About this guide. This guide is specially designed for Administrators of Desk. This guide is not intended for Desk users and does not provide any information on how to use the application or any related information. This administrator guide will show you how to set up your Desk to enable users of BT Cloud Phone for Desk. 1.3 About Desk. Desk is customer service software based in the cloud. It features a simple interface that will feel familiar to users. To enhance the customer experience, Desk integrates other cloud based services such as Salesforce, JIRA, and Google Apps. Desk includes ticketing, self-service options, and the most-needed customer support features. Desk streamlines customer support with time-saving tools such as ticket views, triggers, and automations. This helps you get straight to what matters most better customer service and more meaningful conversations.

4 4 2. Setting up BT Cloud Phone for Desk. 2.1 Navigate to phone channels. Sign in as an administrator to Desk.com and click Settings in the top navigation bar. Click Site Settings and set Phone Integrations to On. Figure Add intergration. Click Channels in the top menu bar. Click Integrations in Phone section and click Add Integration. Figure 2.

5 5 2. Setting up BT Cloud Phone for Desk. 2.3 Enter phone intergration. Figure 3. Enter the following details: Name: BT Cloud Phone URL: Height: 200, Width: 200 Add users who you want to grant access to.

6 6 3. Troubleshooting. Q: Which browsers are supported? A: The following browsers are supported by BT Cloud Phone for Desk: Internet Explorer 11 + (Windows XP, 7, 8 or higher) Firefox 25 + (Windows, Mac) Chrome 30 + (Windows, Mac) Safari (Mac) Q: On logging into BT Cloud Phone for Desk, users are getting this error message: Your BT Cloud Phone does not support Desk Integration - please call your BT Cloud Phone account representative to upgrade your BT Cloud Phone. What does that mean? A: Desk integration is available for BT Cloud Phone Connect and Collaborate subscriptions only. Please contact BT Cloud Phone support for more information..

7 Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No November January PHME - PHME