Integration Design for the Integration between Phone system - CRM:
A. Incoming Calls (Phone System > Hubspot)
1. First name + Last Name
2. Email (*) = Key Field
3. Call recording (A link to the recording)
4. Call Type (Incoming/ Outgoing)
5. Call Outcome (*) - No Answer, Hung Up, Follow Up, Sales!, Do not call, Transferred, Wrong Number)
6. Call duration (Influence also on "total inbound/ outbound minutes" properties in Contacts)
7. Called via: XXXXX (XXXXX = Number)
8. Agent name/ Activity owner (Sync with CRM)
(*) Mandatory Field
B. SMS
TBD
C. Outgoing Calls (Hubspot > Phone System):
Outgoing calls (Except Dialer calls) will be from Hubspot CRM.
Hubspot Calls > Phone System Integration -
Should works like A except:
4. Call type - Outgoing Call
Hubspot Calls > Phone System Integration -
Should works like A except:
4. Call type - Outgoing Call
D. Automatic Dialer
Should works like A except:
4. Call type - Outgoing Call
E. Online Support for the Phone System:
1. Critical Issues (defined by us) - Urgent to fix. We expect it to be fixed very fast.
2. Other issues - as your SLA defines.
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4. Call type - Outgoing Call
E. Online Support for the Phone System:
1. Critical Issues (defined by us) - Urgent to fix. We expect it to be fixed very fast.
2. Other issues - as your SLA defines.
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