Solutions

Step 1] Sign up for a twilio account: https://www.twilio.com
Step 2] After the activation of the account one can get its twilio number from:

Voice,SMS & MMS >> Getting Started >> Get your twilio number

Step 3] Now create the TwiML Apps from: Dev Tools >> TwiML Apps >> Create TwiML App

Ex: Voice Request URL will be like http://your_help_desk_url.com/twilio.php

SMS Request URL will be like http://twimlets.com/echo?Twiml=%3CResponse%3E%3CSms%3EHello+Buddy+thanks+for+msg%3C%2FSms%3E%3C%2FResponse%3E

Ones the TwiML App is created then one will get the Sid.

Step 4] Now go to Numbers >> Twilio numbers https://www.twilio.com/user/account/phone-numbers/incoming

Step 5] Select the Twilio number from the listing. It will display the properties along with Voice/ SMS and MMS configuration

For Voice:

Configure with Application. And the particular application is to be selected from the drop down.

For SMS & MMS:

Configure with TwiML App. And the particular TwiML App is to be selected from the drop down.

Step 6] Log-in to Vision Helpdesk Manage portal,

Settings >> Integrations >> Twilio

Domain:

The domain for which the twilio settings are to be done is to be selected from here.

Title:

The title for the twilio needs to be mentioned here.

Account sid:

Account sid that one gets from Twilio Account Settings needs to be mentioned here.

Auth token:

Auth token that one gets from Twilio Account Settings needs to be mentioned here.

One can get the Account sid and Auth token from https://www.twilio.com/user/account/settings

APPs sid:

The Apps sid that one get after creating the TwiML App is to be mentioned here. (Refer step 3)

Status:

The status can be either enabled or disabled from here.

The changes can be saved by the Save option and can be deleted by the Delete option.

Step 7] Ones you are done with these settings towards the top you will find the link for Twilio number.

App:

Select the App for the Twilio number.

Title:

The title for the twilio number can be given from here.

Twilio number:

Twilio account number is to be mentioned here. One can get the twilio account number

from https://www.twilio.com/user/account/phone-numbers

Welcome message:

The welcome message can be entered here so that whenever the client calls on this number,

he can hear the welcome message.

Allow outbound calls to contacts:

The choice is to be made whether to allow the out bound calls to contacts or not.

Call Direction Settings:

All the call direction settings can be done from Add new option.

Key:

There can be a key that can be set with a key message for each of the department. There should be a unique message that can be set for each of the key.

Depending upon the key that is pressed by the client, the call will be forwarded to that particular department.

Call forwarding:

1) To phone number: The call can be either forwarded to the phone number and the Forwarding

number needs to be mentioned here. It should be in the proper format.

2) To staff browser: The call can be selected to the staff by selecting the particular staff member from the listing. The call will be send to first 10

staff members that are selected at a time.

Step 8] When this setting is completed there will be a menu that will appear after notifications. It will consist of options like:

Online:

When the status is set to online by the staff member then he will receive all the incoming call that are set by the twilio setting.

Offline:

If the status is set to offline then he will not receive any of the incoming calls.

Forward to:

If Forward to is set then the calls will automatically get forwarded to the forward number.

Call:

Staff will be able to make the calls to the clients from here.

Send message:

Staff will be able to send messages to the clients from here.

Now the staff members can also call the clients from client details page.

Note : To accept calls in browser please make sure your browser supports requirements specified by Twilio http://clientsupport.twilio.com/


Staff will be able to see call & message details on twilio section from header menu on manage portal.