bpm’online Mango Office connector

bpm’online Mango Office connector is the solution for integration of functionality of Bpm'online and "Mango Office Virtual PBX".

On August 3, 2016 the Alet company announced release of the connector CRM and the IP telephony of bpm'online Mango Office connector.

The product helps with the automatic mode:

• Obtain detailed customer information at an incoming call.
• Make outgoing calls directly from CRM.
• Manage calls: put them on deduction, transfer to other specialists.
• Receive analytics of calls: consider their quantity, distribution by time, duration, etc.
• Save and listen to records of calls from CRM.

Integration of systems is made by means of the protected protocol. Connections to the virtual PBX are executed from the permitted IP addresses. If necessary the connector does copying of all arriving and outgoing calls from Mungo's server, on the server of the company.

The card is ringing, (2015)

Functionality Management of calls

• Control of history of calls, it allows to increase service quality. At an incoming call, to the manager the call card with all history of relationship on the client, a contact information, information on orders, payment automatically opens. Also within a card of a call it is possible to hold a call if necessary or to transfer to the specialist more competent of a question.

Analytics of calls

• Statistics of the executed calls allows to control communication with clients, important for the company, if necessary to increase quality of negotiations with them. For this purpose in the bpm'online system special functions by means of which the specialist sees a picture of calls by departments of the company, duration and number of calls for a specific time frame are built-in.

Solution architecture

• Bpm’online and Mango Office interact among themselves protected under the HTTPS protocol. At the same time the virtual PBX accepts requests only from the permitted list of the IP addresses.

Record of calls if can listen to bpm'online in the status on-site from the local server. The connector of integration loads records of all calls on the server.

Acceptance of incoming calls

bpm’online CRM system during an incoming call will open a window with the phone number of the client. The appearance of a window can be seen on a screenshot above. If in the customer base there is already number, then in a card of a call all data on the main contact of the client and the accompanying information will appear.

Work with outgoing calls

The outgoing call can be made from a system by means of the CallBack mechanism. From bpm’online the command for a call to the client in Mango Telecom is given. A system will dial the extension of the manager and after he takes the call the call on the customer number will be performed.

Routing of incoming calls

A system routes an incoming call from the client on the manager on this client on the phone number in the customer base (search is conducted on the last 10 digits). If there is no room in base, there is an opportunity to send a call to the duty manager.

Synchronization of calls

If the manager is not authorized in bpm’online, its call is also synchronized. Statistics of calls gets to a DB and the audio recording if necessary is copied on the server.