Questions about the Call Center Module

Question 1. How many call center providers can Getfly integrate with?

Getfly allows integration with up to two call center providers within the same system.

1. Benefits

  • Centralized management: Easily monitor and manage all calls from different call center providers on a single interface, streamlining processes and saving time.

  • Smart call routing: You can choose which call center to make outgoing calls from, helping to minimize call restrictions from certain carriers.

  • Detailed reporting: Get comprehensive statistics and reports on call performance to support business evaluations and optimization decisions.

  • Reduced operational costs: Integrating two call centers helps simplify operations and reduces staffing needs. It also allows call cost optimization based on specific call purposes, saving overall operational expenses.

2. How to integrate two call center providers

Navigate to the Settings icon at the bottom left corner of the screen → Select Integration → Click on Call Center Integration → Choose the call center you wish to integrate and click Configure. Then follow the configuration steps for each provider you want to connect to Getfly.

Select the appropriate connection method for each provider you want to configure.

📌 Guides for configuring each provider: [Link here]

3. Set permissions and assign extensions to staff

To enable calling for staff, you need to set permissions and assign extensions.

  • To set permissions: Go to Settings → Permissions → Select the permission group you want to update → Enable the "Access" and "Create" rights for Call Center.

  • To assign extensions: Go to Settings → User Management → Choose the staff member → Click Edit → Enter the extension number(s) corresponding to the integrated call center(s). Leave blank if a user has no extension with a specific provider → Click Update.

4. Making a call in Getfly

Navigate to modules such as Customer Details, Opportunity Details, etc. → Click the phone number to open the call popup → By default, the system displays one call center → To switch, click on the connected call center list and select a different one → Click Call to start the conversation.

5. Viewing call history

To view call history, go to the Call Center module or Customer Detail > Call History. All calls are displayed regardless of which call center provider was used.

Question 2. How to filter calls longer than 1 minute in Getfly?

To filter calls that lasted more than 1 minute, follow these steps:

Note:

  • Your Getfly system must have the Call Center module enabled.

  • The user account must have Call Center access rights.

1. Filter calls

  • Go to Getfly → Select Customer Care (CSKH) → Call Center → Click on Advanced Filter.

  • Set the filter condition: Call duration ≥ 1 minute → Click Apply.

  • To clear filters, click Reset to default.

2. Export the report

Note:

The user must have the Download call center data permission.

After filtering the desired call records, click Download call list to export the report.

The exported file will contain details related to the calls and their durations.

Question 3. Does Getfly support the call transfer feature when using a call center integration?

Currently, Getfly does not support the call transfer (transfer) feature directly within the software.

The ability to transfer calls within Getfly depends on the API provided by the call center providers. This feature is being considered for future development in collaboration between Getfly and the call center partners.

For now, to transfer calls, you will need to perform the action on your physical desk phone.

Question 4. Why does my Getfly system not show the call center integration section?

If the call center integration section is not visible in your Getfly system, possible reasons include:

  1. The system has not yet enabled the Call Center module.

The integration section will only appear in systems where the call center module is activated. If your system has not yet used this feature, please contact our hotline 0246262766 (press 1) or submit a ticket at https://1.getfly.vn/c3s for assistance.

  1. The Call Center module is enabled, but user permissions are not set.

Go to Settings → Permissions → Enable the Call Center access permission for the relevant user group → Press F5 to refresh and display the integration section.

Once displayed, you can proceed with the integration and refer to the detailed setup guide [here].

Question 5. How to mute the incoming call notification sound in Getfly?

When your extension receives an incoming call after integrating a call center into Getfly, a sound will be played. If this sound affects your workflow and you'd like to disable it, follow these steps:

  • For Google Chrome:

Go to Settings → Privacy and Security → Site Settings.

Scroll down and select Sound.

Block sound for the specific website or app (e.g., Getfly).

  • For Firefox:

Open the browser → Click the three-line menu icon → Select Settings.

Go to Privacy & Security → Permissions → Autoplay.

Locate the website playing sound and select Block Audio.

  • For Microsoft Edge:

Open Settings → Cookies and site permissions → Additional permissions → Sound.

Block the website or app that is playing sound.

Note: Muting sound will disable all audio related to the website, including alerts for order creation, new customer entries, etc.

Question 6. What causes unclear, distorted, or broken audio in Getfly call center calls?

Audio issues such as unclear sound, distortion, or breaks during calls made via Getfly's call center integration are typically not caused by the Getfly system itself, but rather by the quality of service from the call center provider.

Getfly only serves as a platform to integrate your call center system into the software. The quality of the call depends on several factors including internet connection, signal strength, and the provider’s configuration.

If you encounter audio problems, it is recommended that you contact your call center provider to check and resolve the issue promptly.

Question 7. Does the Getfly mobile app support direct calling?

Currently, the Getfly mobile app does not support direct calling from within the app.

However, you can use an alternative method by calling through the call center’s mobile app, depending on whether your provider offers this feature.

If your provider supports it, simply download and log into the call center app using the same extension number configured in your Getfly account. Once configured, your call history will automatically sync and display in Getfly.

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