Requirements

Before installing CallCenter for Jira Service Management, Jira Service Desk 3.1 or higher must be installed on your system.

In addition, your Jira instance also must be accessed via a "https://" URL – known as HTTPS over SSL – since many web browsers require this in order to access your microphone.

General Configuration

Global configuration settings are available through the Add-ons administration interface under the General Configuration link. Once you have completed making your selections, click Save to save them or Cancel to discard them.

On This Page

Field

Default Value

Description

How are people calling in identified?

Users will be specifying their phone numbers in their user profile

When a customer dials the service desk, the system can identify them through the phone number that they're calling from or, in addition to this, it can require them to enter a PIN. The PIN Is automatically assigned to them in their user profile (see User's Guide for more information).

How to handle unknown callers

Do not answer call

When a customer dials the service desk from a number that does not match a phone number configured in any user profile, they are considered an unknown caller.

There are 2 options for unknown callers:

	Option	Description
1	The system does not answer the call	If this is selected, the caller will hear "The number you have called is not a working number." and the call will be disconnected.
2	The system answers the call with a message.	If this is selected, then the text supplied in the "Unknown user message" field will be spoken and then the call will be disconnected.

Unknown user message

We are unable to detect who you are. Please try your call from a registered phone number. To register your number please log into Jira and edit your user profile.

This is the message spoken to the caller when an unknown caller is detected, if "How to handle unknown callers" is set to Answer with a default message.

Caller voice

Female

Select whether a male or female voice should be used when the service desk answers an incoming call.

Skip optional fields

Yes, skip the optional fields

For the service desks that have optional fields (i.e. not required in order to submit a ticket), this indicates whether the system should skip those fields or prompt the user to supply them.

Skipping optional fields may be desirable for service desks that have a large number of optional fields.

CallCenter for Jira Service Management currently supports the following field types:

Field Type	Voice Prompt Type
Summary	Recorded and transcribed
Description	Recorded and transcribed
Due Date	Options with values of today, tomorrow, 1 week, 1 month
Components	Options with component options have a single value selectable
Radio custom field	Options with a single value selectable
Checkboxes custom field	Options with a single value selectable
Select List (single choice) custom field	Options with a single value selectable
Number Field custom field	Digit entry
Text Field (single line) custom field	Recorded and transcribed
Text Field (multi-line) custom field	Recorded and transcribed

Option limit

3

By default, multiple choice voice prompts (e.g., "For XXXX please press 1, for YYYY please press 2") are limited to a maximum of 9 options. The "Option limit" field allows you to restrict this even further on a global level, and it applies to the service desk selection, Request types and any multiple choice fields. The order of the fields is the same as what would appear in the web interface.

Enable Phone Queue

Yes

If set to Yes, this indicates that the customer can be placed into a phone queue once the ticket information has been supplied.

Please note that some providers may charge you for the time the customer is in the phone queue.

Record live calls

No

If set to Yes, this indicates that any conversation between the agent and the customer is recorded and then attached to the Jira issue.

Recording charges may apply. Please note that local laws and regulations may apply to your use of this feature.

External URL

(The base URL set on Jira's General Configuration administration screen)

In order for CallCenter for Jira Service Management to function properly, it needs to be accessible on the public Internet for the specific paths shown below).

This field defaults to the base URL as set on Jira's General Configuration administration screen. If you choose to expose it through at a different URL, please specify it here.

Required accessible external paths

External Path

Description

/rest/wittified/callcenter-jsd/1.0/classification/clarify/*

Needed if the Clarify.io integration is enabled

/rest/wittified/callcenter-jsd/1.0/gateway/*

For the gateway to be able to verify the public accessibility of your instance.

/rest/wittified/callcenter-jsd/1.0/twilio/make-call/*
/rest/wittified/callcenter-jsd/1.0/twilio/gateway/twilio/*
/rest/wittified/callcenter-jsd/1.0/twilio/call/twilio/incoming/*
/wittified/callcenter/jsd/twilio/transcription/*

Required access points from Twilio's servers

Submit URL to Wittified's gateway servers

Yes, submit the URL

This must be set to "Yes, submit the URL" to provide your permission to submit the External URL to Wittified's gateway servers. This is necessary in order for CallCenter for Jira Service Management to provide the in-app purchasing of phone numbers to associate with your service desks.

If you do not give your permission, then some CallCenter for Jira Service Management functionality will be unavailable, including the in-app purchasing of phone numbers.

Phone numbers

Phone number settings are available through the Add-ons administration interface under the Phone Numbers link.

Immediately following the installation of CallCenter for Jira Service Management, you have no custom phone numbers available. You do, however, have access to a couple of demonstration phone numbers from Wittified. If you allowed the submission of your URL to Wittified's Gateway servers per the General Configuration page, these phone numbers allow you to receive incoming phone calls. When using these demonstration numbers, there are a few restrictions:

The phone queue feature is disabled.
The outbound call feature is disabled.
Callers must supply a pin on each call. The PIN is unique to your Jira instance and is shown above the demonstration numbers.

Adding Phone Numbers

To purchase your own phone number, click Get your own number now! and the following screen will be displayed.

It warns you that must create an account on Twilio in order to purchase any phone numbers, and that you will be billed for any purchased numbers until they are cancelled.

Click Connect to go to the Twilio site. You will be prompted to create a new Twilio account or log onto an existing one, and then to allow CallCenter for Jira Service Management to use Twilio to make and receive calls and purchase phone numbers.

To purchase a phone number, you'll be presented with a screen like this:

Supply any of the fields on the left side of the page to indicate the type of number for which you are looking. Pricing information will be shown on the right as soon as you select a country. Click Search to see a list of available phone numbers that meet your criteria.

Due to local regulations, some phone numbers require the user to be located in a particular region or to list their information in order to purchase and own the number. For a list of locations with these requirements, please see https://www.twilio.com/help/faq/phone-numbers/which-countries-does-twilio-have-phone-numbers-in-and-what-are-their-capabilities .

When purchasing phone numbers which require addresses, Twilio will require you to file a qualifying address with us before you are able to purchase the phone number. To do this, log into Twilio, go to https://www.twilio.com/user/account/phone-numbers/addresses, and add a qualified address to your account.

Click purchase to purchase a particular number, and then you will be returned to the Phone Numbers screen with the new number shown.

On this screen

Area	What it is
1	Indicates the phone number that was purchased
2	Indicates the country the phone number is in
3	Indicates the user who purchased the number
4	Indicates when the number was purchased
5	Indicates when the last incoming call using this number was processed
6	The backend provider
7	Click the trashcan icon to remove the phone number
8	Click Add another phone number to add another phone number

Removing Phone Numbers

Removing a phone number is done from the Phone Numbers screen. Click the trashcan icon () to remove the phone number and stop future billing for it from Twillio. This action is not reversible.

Precautions When Uninstalling CallCenter for Jira Service Management

If you need to uninstall CallCenter for Jira Service Management after purchasing phone numbers, please note that the uninstallation does not remove the phone numbers and you will continue to be billed by the provider. For this reason, we recommend that you remove phone numbers and then uninstall CallCenter for Jira Service Management.

To remove a phone number after you've uninstalled CallCenter for Jira Service Management, reinstall CallCenter for Jira Service Management, remove the phone numbers, and then uninstall CallCenter for Jira Service Management.

Sharing Your Phone Numbers

There's an easy way to ensure your customers are aware they can raise requests using their telephone: have your service desk administrator add the phone numbers to your portal's Introduction Text.

This is done via the Portal Settings screen.

Voice Prompts

Voice prompt and settings and user interface options are available through the Add-ons administration interface under the Voice Prompts link. Once you have completed making your selections, click Save to save them or Cancel to discard them.

Automated Voice Prompts

Title	Description	Parameters	Default Value	Usage Example
CallCenter title	Title spoken when a call comes in	None	Welcome to the Call Center	Welcome to the Call Center
Service Desk title	Welcome message when a user comes to the service desk	$1 = Portal Name	Welcome to $1	Welcome to Software Support
Request Type selected title	Said when a user has selected a request type	$1 = Request Type Title $2 = Request Type Description	$1: $2	System Access: Get access to a system
Now	Used for date fields to denote now	None	Now	When is this due? For Now please press 1 For Tomorrow please press 2 For Next week please press 3 For Next month please press 4
Tomorrow	Used for date fields to denote tomorrow	None	Tomorrow
Next Week	Used for date fields to denote next week	None	Next week
Next Month	Used for date fields to denote next month	None	Next month
No User	Used for user picker fields to denote no user	None	None	Who does this affect? For No User please press 1 For Yourself please press 2
Current User	User for user picker fields to denote the current user	None	Yourself
Select option	The basic template of options fields	$1 = the option text $2 = the option number	For $1 please press $2	For Marketing please press 1 For Software please press 2
Thank you!	Said at the end of the call to acknowledge all of the fields have been entered	None	Thank you! We are now processing your request.	Thank you! We are now processing your request an agent will call you back shortly.
PIN Prompt	If the administrator has enabled PIN verification, this is the prompt at the very beginning of the call	None	Please enter your pin number.	Please enter your pin number.
Keypad prompt	Said to direct the caller to use the keypad to select an option.	None	Use the phone keypad to enter in the number.	Use the phone keypad to enter in the number.
Try again prompt	Said to direct the caller when the system isn't able to capture the input	None	I'm sorry - I didn't quite get that.	I'm sorry - I didn't quite get that.
Goodbye message	Said to the caller if the system has to terminate the call.	None	Goodbye	Goodbye
Connect to agent	Announcement to customer as they are connected to an agent	None	Please hold while we connect you to an agent	Please hold while we connect you to an agent.
Recording announcement	Announcement to the customer stating that the call may be recorded. Please review your local laws and regulations about necessary statements.	None	This call may be monitored or recorded for quality assurance purposes.	This call may be recorded for quality assurance purposes.

User Interface Options

Title	Description	Parameters	Default Value	Usage Example
Transcription in progress	Placeholder text for when the transcription of a field is in progress. This is filled into the appropriate issue field.	None	Transcription is in progress. In the meantime, please refer to the attached audio file.	Transcription is in progress. In the meantime, please refer to the attached audio file.
Transcription failed	Placeholder text for when the transcription of a field failed. This is filled into the appropriate issue field.	None	The transcription has failed. Please refer to the attached audio file.	The transcription has failed. Please refer to the attached audio file.

Limit on the Number of Request Types

Even though your service desk may present its request types organized by groups, callers will hear all request types when they dial in to the service desk. For instance, a service desk might look like this:

with this shown if the customer clicks "Logins and Accounts:"

The caller will hear something like "Press 1 to report a system problem. Press 2 to get IT help. Press 3 to request a new account. Press 4 to fix an account problem. Press 5 to get a guest wifi account." etc.

CallCenter for Jira Service Management is limited to 9 request types per service desk. In the example above, none of the request types available under "3. Computers", "4. Applications", and "5. Servers and Infrastructure" will be available for the caller to select since the first 2 groups (Common Requests + Logins and Accounts) already use 9 request types.

Administrator Tools

The administrator tools are available through the Add-ons administration interface under the Administrator Tools link.

User phone number mappings

The User phone number mappings tool can be used to determine what phone numbers have been entered by users on their user profile or to enter phone numbers on their behalf.

Click the field and supply 3 or more characters of the user's name or username to search for that user. Once you've selected one of the choices shown, a dialog is shown with that user's phone numbers and call back numbers. This is the same data that this user/customer entered via their user profile.

The Administrator can use this dialog to delete or add new information as needed.

Wittified Labs

The Wittified Labs is a set of features that Wittified thinks are interesting and may be of value for our customers. They are still under active development but we want to provide you with early access to them so that we can get your feedback.

They are available through the Add-ons administration interface under the Wittified Labs link. Once you have completed your changes, click Save to save them or Cancel to discard them.

Keyword Extraction

An integration with Clarify.io is available as a Wittified Labs feature. This third party service allows CallCenter for Jira Service Management to submit the recording of the Summary and Description fields to Clarify.io's platform, which analyzes it to extract any words it contains and then organizes those words into meaningful keywords. These keywords are then applied as labels to the Jira issue.

In order to use this feature, you must open an account at Clarify.io, provide the API token from their platform, and then click Save.

Troubleshooting

If any agents encounter any difficulty in participating in calls via their web browser, then please have them try the following troubleshooting steps.

Verify they are using a browser that supports WebRTC for for Twilio Client SDK version 1.3.
Go to https://networktest.twilio.com/ and:
1. Click the Twilio Client button and then click Run next to Test Call to confirm the browser settings are appropriate.
2. Click the Network button and then click Run next to TURN UDP Connectivity to verify the browser can access Twilio's servers via UDP.
3. Click the Network button and then click Run next to TURN TCP Connectivity to verify the browser can access Twilio's servers via TCP.
Go to https://www.twilio.com/help/faq/twilio-client/how-do-i-troubleshoot-common-problems-with-twilio-client and review the troubleshooting steps that are detailed there.

If none of the above resolve the difficulty, please open a "feature request" ticket on our support site.

Administrator's Guide - 1.0