This document is the user or configuration guide for the Zendesk app or solution provided by Lovestock & Leaf. This guide will be updated periodically as new features are added to the product.
Blower integrates Cisco Unified Communications Manager (CUCM, also known as CallManager) with Zendesk. Make and receive calls from within Zendesk, making for faster response times and a more cohesive agent experience.
Blower has an intuitive and informative interface that guides your agents through the workflow for all call types.
You don’t need to add any separate phone software to your current enterprise environment, simply install the Jabber browser plugin from Cisco, add a Jabber device in your Cisco environment and you are away.
Blower automates processes by looking up customers based on caller id and uses this to pre-fill ticket information, saving time. Blower will even create a new customer in Zendesk if they don't exist.
There is no real lag or delay because the VOIP system is running on your local infrastructure.
Blower keeps everything searchable and in one place; callers, calls, logs and stats. Recordings, voicemail and transcription are some of the upcoming features.
A brief description of the Blower app is available at the following link:
This guide was written based on version 1.0.32 of Blower.
2.2 Using the Blower app
The Blower app is found in the top bar. The Blower app is the icon on the left.
When you click on the icon for the app it opens up the window with a dial pad.
In this view we can see that the user is offline. Clicking on the Offline indicator will log the user into the Cisco environment and allow the user to come online.
If the user is online, then clicking on the “Online” indicator will take the user offline.
2.2.1 Making an outbound call
The light grey section under the heading is where you enter a number to dial. In the screenshot above the number 5000 has been entered. To the right of the dialling pad is a delete button if you incorrectly entered a number. To enter a number you can either type the numbers on the keyboard, or use the dialling pad.
Clicking on the “Call” button will make a call to the number entered.
The call will be connecting, a spinner will be shown while the phone is ringing. Once the call has been picked up by the receiving party, then there are options which are shown at the top of the app.
If the number you are calling is associated with a user in Zendesk then you have the option to create a new ticket, or to attach to an existing ticket (if you are viewing a ticket).
If the number you are calling is not associated with a user then you get a third option to add a new user.
When you have finished talking you can click on the “Hang up” button.
If you elected to either create a new ticket, or attach the call to an existing ticket, then the app will log notes into the ticket recording the call details.
2.2.2 Answering an incoming call
If you are online, and there is a phone call made to your extension, then the Blower app will open up and show you some information about the caller who made the call.
In the main information pane you will see the caller who has dialled in. If their phone number is associated with a user in Zendesk, then their name and phone number is displayed.
Above the user’s information there is a countdown timer. This is number of seconds you have to answer the call. This is useful for people who are part of a hunt group and the call is bounced around to the next available agent.
Below the caller’s details are two buttons - either “Accept” or “Decline”.
As with the outgoing call, you have options to create a new ticket, add to an existing ticket, or if the incoming number is not associated with a user in Zendesk, then to create a new user.
2.2.3 Juggling calls
If you are on a call and you would like to make another, then all you need to do is click “New Call”, as shown in the image to the right.
Doing this will extend the window to display a dialpad.
In the example shown here we are on the phone with Mr Smith (on phone #5000). We wanted to make a call to Bruce Jenkins (on #3001).
Dialing this second number will put your original call on hold, and the phone will be ringing on the second line.
When the other person answers, you have a number of options available to you. You can place this second line on hold, you can switch between the two calls, manage tickets and the users associated to both calls and if you need to you can “Transfer” the call so that you are taken out of the call and the two lines are connected.
Transferring is particularly useful when you are talking to a customer and would like to redirect them to someone else within the business.
2.2.4 Demo Mode
If the Blower app is not configured, or you have ticked the “Force Demo Mode” option, it will run in Demo Mode. The Demo Mode allows you to use the app to see how it functions, but it will not make or receive calls.
The Demo Mode has tool tips which help you navigate around the app, and explains key features.