Telephony & CTI
Telephony in the service desk - the call becomes a ticket
The phone rings and the screen already shows who is calling: the customer, the contact and their open tickets. After hanging up the call sits in the call list - and the time sits on the ticket, instead of being reconstructed at the end of the month.
No payment details · Hosted in Germany
What it does
Connects to 3CX, Yeastar P-Series or STARFACE - one of them is active, the interface stays the same
A ring notification showing the customer, the contact and their open tickets
Call list per employee and per customer, loading more as you scroll instead of waiting for everything
A call becomes a ticket - or a time entry on an existing one
Block-based call billing with separate thresholds for the first call and follow-up calls on the same ticket: the effort of taking down a request is charged once, not on every callback
Unknown number? The contact can be created straight from the call
Contacts from IDA in the phone system directory - so the name also shows on the desk phone display
Dial from IDA: as a dial command to the phone system or as a click-to-call link on the contact
A bar showing the call in progress at the workplace - without generating a single extra request
Two reports: reachability (calls per day and per hour of day, answer rate, waiting time as a median) and how the volume is distributed across the team
Callbacks and unanswered calls as a dashboard tile - what is left over stays visible
In practice
In practice
A customer calls. Before the handset is even picked up, the screen shows who it is and what is open for them. The call lasts seven minutes; afterwards one click books it onto the right ticket, following the block rate you configured rather than a gut feeling. At the end of the month the phone time sits in the same report as every other service and goes onto the invoice with it.
Frequently asked questions
Which phone systems are supported?
Three: 3CX, Yeastar P-Series and STARFACE. The call list, the time booking and the reports are vendor-neutral - only the way a call arrives differs.
Can I run two phone systems at once?
No, deliberately: two systems cannot both hold the truth about the same call. When you switch you turn one off and the other on; the calls already recorded stay where they are.
Does IDA record calls?
No. What is stored is connection data - who, when, how long, in which direction - plus whatever you write onto the ticket yourself. The content of a call is not recorded.
Is the time booked automatically?
The suggestion is automatic, the booking is yours to confirm. That keeps it decidable whether a call was billable - an unsuccessful callback attempt, for instance, is not.
How does the customer name reach the phone display?
Through the contact export: IDA writes its contacts into the directory of the phone system. With 3CX there is an additional live lookup from the system into IDA.
What do the telephony reports show - and what not?
They count incoming calls; an outgoing call nobody answers is not a missed opportunity to be reachable. Waiting time is a median so a single outlier does not distort the picture, and it is only available from phone systems that report it. The table that actually guides decisions is the one by hour of day: it tells you when somebody should be at their desk.
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