The call center allows you to manage your guests' calls directly from the RentalReady mailbox.
The call center is based on the Twilio trusted third-party platform.
To activate the call center, please follow the steps below.
Step 1. Create a Twilio account
Create a Twilio account
Go to https://www.twilio.com/en-us and log in or create an account.
Once logged in, change the free trial to a subscription
Create API keys
Go to Account Dashboard
Click on Go to API keys and click on Create new API key
Fill in the form:
- Add a name (“RentalReady API” for example)
- Select region = United States - Default
- Select key type = Standard
Remember to copy and paste the key's SID and Secret so that you can send them to RentalReady later.
N.B.: When you close this page, you will no longer be able to see your API keys. If you don't save them elsewhere, you'll have to create new ones.
Step 2. Configure the workspace
Create the workspace
On your Twilio account, go to Explore products > TaskRouter
Click on Create a Workspace
Fill in the form:
- Add a name (“RentalReady” for example)
- Select template = Custom
- Add URL https://pms.rentalready.io/taskrouter/workflow/event_callback/ to Event callbacks
- Select All events
Remember to copy and paste the SID from the workspace so that you can send it to RentalReady later.
Add activities
Activities represent the status of call center agents.
Go to the workspace you've just created > Activities
Click on Create new Activity
Add all the following activities:
| Name | Select |
| Offline | Unavailable |
| Available | Available |
| Unavailable | Unavailable |
| Busy | Unavailable |
| Reserved | Unavailable |
| Idle | Available |
| Paused | Unavailable |
Please respect the names and availabilities to preserve the logic created in RentalReady.
Disable MultiTasking
Make sure to disable multitasking in the Workspace settings
Step 3. Configure workflows
There is one workflow for incoming calls and one for call forwarding. So you need to create two.
Create task queues
Task queues will be used for incoming calls and call forwarding. So you need to create two.
Go to the workspace you've just created > Task Queues
Click on Create new Task Queue
Fill in the form :
- Add a name = Incoming Calls
- Select order = First In,First Out
- Select reservation activity = Reserved
- Select activity assignment = Busy
- Add 1 as maximum
- Add target = 1==1
Create a second Task Queue with the same options, changing only the name = Forwards
Create workflow for incoming calls
Go to the workspace you've just created > Workflows
Click on Create new Workflow
Fill in the form :
- Add a name = Incoming Guest Request
- Add 15 seconds as Task reservation timeout
- Add the URL https://pms.rentalready.io/taskrouter/workflow/assignment_callback/ in Assignment URL
Click on Add a filter to add a filter:
- Name = Forwards
- Matching Tasks = worker_sid != NULL
- Click on Add a target
- Task Queue = Incoming Calls
- Known worker = None
- Expression = task.worker_sid==worker.sid
Click on Add a filter to add a second filter:
- Name = Incoming Calls Steps
- Matching Tasks = 1==1
- Click on Add a target
- Task queue = Incoming calls
- Known worker = None
- Expression = worker.phone_numbers HAS task.called_number AND worker.categories HAS task.selected_category AND worker.languages HAS task.selected_language
- Skip timeout = workers.available == 0
- Timeout = 30
- Click on Add a target
- Task queue = None
- Known worker = None
- Expression = worker.phone_numbers HAS task.called_number AND worker.languages HAS task.selected_language
- Skip timeout = workers.available == 0
- Timeout = 30
- Click on Add a target
- Task queue = None
- Known worker = None
- Expression = worker.phone_numbers HAS task.called_number
Create the call transfer workflow
Go to the workspace you've just created > Workflows
Click on Create new Workflow
Fill in the form:
- Add a name = Forwards
- Matching Tasks = 1==1
- Add 1200 seconds as Task reservation timeout (1200 seconds equals 20 minutes)
- Add the URL https://pms.rentalready.io/taskrouter/workflow/assignment_callback/ in Assignment URL
- Click on Add a target
- Task Queue = Forwards
- Known Worker = None
- Expression = task.worker_sid==worker.sid
Remember to copy and paste the SIDs of both workflows so that you can send them to RentalReady later.
Step 4. Send data to RentalReady
Contact RentalReady support to provide them with :
- Account SID and Auth Token: you can find them in Account Dashboard > Account info
- API Key SID and Secret previously created in Step 1.
- Workspace ID previously created in Step 2.
- Incoming Calls workflow SID and Forward workflow SID previously created in Step 3.
Step 5. Configure phone number(s)
Create the TwiML App
On your Twilio account, go to Explore products > Phone numbers > Manage > TwiML apps
Click on Create new TwiML App
Fill in the form:
- Add a name (“RentalReady” for example)
- Add the URL https://pms.rentalready.io/taskrouter/calls/incoming/ in Request URL
- Click on Create
Configure the phone number on Twilio
You can buy a phone number directly from Twilio: Explore products > Phone numbers > Manage > Buy a number
Or
You can port an existing phone number from Explore products > Phone numbers > Port & Host > Port a number
For either option, be sure to configure it with the TwiML App you've created.
Add phone number to RentalReady
From the main menu, go to Configuration > Call Center > Call Center phone numbers
Click on Add a phone number
Fill in the form:
- Add a name
- Add the phone number, the format must contain the country indicator (e.g. +33666666666 for a French number)
- Select call center account
If you have several phone numbers, repeat step 5. in its entirety as many times as necessary.
You've set up your call center and connected it to RentalReady!
You can now create your call center agents.