Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
| Access | WMS administrator, Autotask administrator |
Connect Datto Autotask and your team can start a call from a client record in one click, instead of copying a number across. For a managed service provider the phone is usually the channel with the least record-keeping, and this closes part of that gap.
What you need first
- An Autotask account, and someone who administers it.
- WIService installed on the computer.
- Google Chrome. The integration runs in that browser.
- A UC-Business licence, or x-bees Standard or higher.
Create the API user in Autotask
The integration authenticates as an API user rather than as a person, so that has to exist before anything else.
- In Autotask, open the menu at the top left and go to Admin > Account Settings & Users.
- On the Account & Settings tab, expand RESOURCES/USERS (HR) and click Resources/Users.
- Click the arrow next to +New and choose New API User.
- Fill in the general fields, and set Security Level to API User (System).
- In the Credentials section, click Generate Key and then Generate Secret. Copy both somewhere safe before you close the window: you will not see the secret again.
One set of credentials covers everybody. You do not create an API user per person, so there is no need to generate one for each colleague.
Then connect it
Once the key and secret exist, the integration is configured on the phone system side under the cloud integrations. Send us the credentials, or tell us who holds them, and we will connect it and test it with you.
Numbers only match in one format
Contact records in Autotask often carry several numbers: switchboard, direct line, mobile. Only the ones stored in full international format will resolve to a name. If calls from a client's mobile arrive unnamed while their office number works, that is the reason, and it is fixed in Autotask rather than in the phone system.
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