Outgoing call from Torgsoft: setting up an extension number and speed dialing a client

In retail and online stores, the speed of order processing directly affects customer loyalty and profit. Processing online orders usually starts with a phone call to the customer. 

Previously, managers had to dial numbers manually while looking at the screen, which led to wasted time and errors in digits. 

Questions that may arise when using the functionality of options 44 and 99:

To solve these tasks, Torgsoft has implemented a quick outgoing call function through integration with IP telephony (Binotel), which allows you to initiate a call directly from the inventory management system to your calling application.

What is required for quick calls to work

For the "Call" function to become available and work correctly, several conditions must be met:

1. The additional paid option «Customer profile and Binotel calls» (CRM, Code 099) must be activated.

2. Torgsoft synchronization with Binotel IP telephony must be configured.

3. A calling application must be installed and configured on the manager’s work computer — for example, eyeBeam.

How to set up an internal number for making calls

For Torgsoft to understand from which exact number the employee initiates an outgoing call in the calling application, this number must be assigned to a specific user in the program.

Step-by-step instructions:

1. Go to Settings -> Users.

2. Select the required employee and click Edit.

3. In the user editing form, click Set Binotel settings.

4. Find the Internal number for making calls field and enter one internal number there, your number in the Binotel system, from which this employee will initiate calls.

5. Save the settings.

Where is the «Call» button available in Torgsoft?

For maximum convenience, the call initiation button, or the call using the F9 hotkey, has been added to almost all key modes where the manager works with customer data.

You can make a call from the following places:

• Customer card: small "Call" buttons are located directly next to the mobile and landline phone number fields. Access is regulated by role settings.

• Current conversation form: the button becomes active immediately after the current phone conversation ends.

• Marketing -> Customers: in this form, the button is located in the «Communication» action group.

• Customer list: the action is available via the button or the F9 key.

• Marketing -> Call log: the "Call" action, or F9.

• Marketing -> Contacts and reminders: on the "Contacts" and "Reminders" tabs, or F9.

• Order documents: the "Customer order for a product" and "Remote customer order" forms, via the button or F9.

• Trade with invoice issuance (TWI): this is the most important section for processing online store orders. A call can be made from the "Commercial offer", "Invoice" and "Sales invoice" tabs, through the «Communication» action group or the F9 key.

What to check in telephony and the calling application (Checklist)

If the button is clicked but the call does not go through, or errors occur, check the following:

1. Operation of the calling application. Make sure the application, for example eyeBeam, is running, authorized in your Binotel account and ready to make outgoing calls. If the calling application is running from another IP address, for example through a VPN or from abroad, additional TLS encryption settings may be required on the telephony provider’s side for successful authorization.

2. Connection settings in Torgsoft. Check that the data entered in the Binotel parameters is correct: server wss://ws.binotel.com, connection port 9002, connection keys and secret keys.

3. Role restrictions. If the button is missing from the customer editing form, check the "Role settings" menu. The administrator must have access enabled to "Call mobile/landline phone" for this manager’s role.

4. Number format. The number in the "Internal number for making calls" field must match the number in the calling application. Customer search and display during calls also depend on the correct phone number length setting in international format, in the Settings -> Parameters menu.

Using this function allows managers to contact customers without switching between programs, which eliminates manual dialing errors and significantly saves time in daily sales scenarios.