An agent that transfers calls through your Ascend
Ipster looks up the right colleague or department in Ascend, checks presence and transfers the caller. You simply keep working with your own PBX.
Ipster and Ascend, directly connected
The actions the agent performs in Ascend
You choose which actions the agent may use. This works for phone calls.
Look up destinations
The agent fetches the colleagues, contacts and departments (hunt groups) from Ascend and looks for the one the caller mentions. If there are several matches, it asks first.
Check presence
For a stand-alone question, such as is Jan in, the agent reads the colleague's current status from Ascend.
Transfer to a colleague
The agent checks availability in the same step and transfers the caller straight away when the colleague is available.
Transfer to a department
If the department has an external number linked, the agent transfers the caller there.
Consult queues
The agent can ask for an overview of the queues in Ascend.
Fetch recordings
The agent can fetch earlier call recordings from Ascend, optionally for a period or a colleague.
From call to colleague on the line
- 1
Your customer calls
Ipster answers and hears who or what the caller wants to speak to.
- 2
The agent finds the destination
It looks up the colleague or department in Ascend and asks if there are several matches.
- 3
The status checks out
The agent checks in Ascend whether the colleague is available.
- 4
The call goes through
When the colleague answers, caller and colleague are connected at once. If not, the agent offers an alternative.
What the caller and your colleague notice
Caller · By Ipster
Only hears the agent's ringtone
Colleague · By Ipster
Answers and is connected at once
Voicemail · By Ipster
Does not reach the caller
You stay in control
Choose the actions
Switch each action on or off, from looking up destinations and viewing queues to fetching recordings and transferring calls.
Decide who is reachable
Choose which presence statuses count as reachable. By default that is only available.
Decide how it sounds
For each action, the agent can say a short phrase while it looks something up or transfers the call. Switch that off and it works silently in the background.
Connected in three steps
Get the API credentials
Find or create the Client ID and Client secret in the Ascend admin portal under API access, or request them through Voys.
Connect and fetch your colleagues
Enter the Client ID and Client secret, click Test connection and then Synchronise contacts. The list is refreshed every night after that.
Choose the actions
Decide what the agent may do, link your departments to a number and tell it in the prompt when to use it.
In Ascend, a department (hunt group) only has an internal extension. Link the department to its external number so the agent can transfer calls to it.
Ipster also works with
Frequently asked questions
About the Ascend integration
Let your agent work with Ascend
Book a demo and see how Ipster looks up the right colleague or department, checks presence and transfers the call.
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