Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
| Access | WMS administrator, Autotask administrator |
Connect Datto Autotask so calls from clients arrive with their record open and get logged against it.
Who this is for
Managed service providers running Autotask as their business system. The phone is usually the channel with the least record-keeping, and this closes that gap.
What it does
- Incoming calls matched to the Autotask contact
- Calls logged against the account
- Contact lookup from the dialpad
Set it up
- In WMS, go to Settings > PBX > Integrations > Cloud integrations.
- Open the Autotask integration and connect your account.
- Authorise it in Autotask.
- Test with a call from a number on a known contact.
You will need an API-capable account in Autotask, so involve whoever administers it.
Contact records in Autotask often carry several numbers: switchboard, direct line, mobile. Only the ones stored in a matching format will resolve. If calls from a client's mobile arrive unnamed while their office number works, that is the reason.
Number format
Store numbers in full international format. It is the difference between a name on screen and a bare number, and in an MSP context it is the difference between knowing which client is calling and asking.
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