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Customer support specification

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Compliance

GDPR
MiFIDII
GDPR AI & GPT
ISO Certification

Daktela Features

1. Core Licenses
2. Supplementary Licenses
3. License Bundles
4. Add-On Bundles
5. Service Level Plans
6. Support & Work Charges
7. Telco Charges
8. Essentials
9. Other

Theoretical Background for Using Daktela V6
Daktela V6 API: developing a custom agent interface
HA Cluster
Daktela Maximum Limits

Integrations

Authentication Integrations

Active Directory
Azure AD (Entra ID)
Generic OAuth 2.0 SSO
Google

CRM Synchronisation Integrations

Dynamics 365
Money S4/S5
Pipedrive
Pohoda
Prestashop
Raynet CRM
Salesforce
Shoper
Shoptet
Skyshop
SugarCRM
WooCommerce
Billingo
HubSpot
Helios Green Integration
K2

External Libraries

Aristotelos
Google BigQuery & Looker Studio
Generic PBX Device Sync
Two-Way JIRA Integration
Azure Email Tenant Application

CTI Panels

Hubspot CTI Panel
Salesforce CTI Panel
SAP CTI Panel

Development and API Integrations

REST API
PHP SDK
JavaScript SDK
Dart SDK

Other Integrations

Events – Integration
Daktela Hub
ClickUp
MS Teams
Pipedrive - deals and leads
Slack
Zapier
iFrame widget
Screen pop
Speech-To-Text

Daktela Cloud Phone

Get Started
Presence state
Incoming Calls
Outgoing Calls
Contacts
Edit Your Profile

Daktela Mobile App

Log In
Get Started
Dashboard
Notifications
Work with Calls
Send an Email
Receive Emails and Work With Tickets
Work with Chats
Use the CRM Module
Manage Your Activities

App Menu

GSM Redirect
Manage your profile
View Listings
Work with Realtime
Open Your Wallboards
Read Your Knowledge Base Articles
Manage Your Preferences
Switch Users
Log Out

Cloud Phone User
Back-office User
Platform Specifics
FAQ

Daktela Desktop App

Work Force Management

Daktela WFM Introduction

Logging into Daktela WFM
WFM Users
WFM Planning Settings
WFM Planning

Dashboard
Schedule

Reports

Coverage/Require
Predicted Time
Predicted Operators
Average Duration

Users

Employees
Workplaces

Administration

User's accesses

User's Skills
User's Contracts

Schedule Conditions

Periods
Needs
Request Types
Shifts
Breaks

Integrations

Call Centers
Applications
Queues

Settings

Resource

Swagger

Daktela User Documentation

AI Functions

Daktela Copilot
Smart Call Transcript
AI Topics
AI QA
Answering Machine Detection
AI Categorisation and Tagging

Agent

Log in to Daktela
Get Started
Incoming Calls
Outgoing Calls
Email
Webchat
SMS
Facebook | Viber | WhatsApp | Instagram DM
Activity Widgets
Activities in Sidebar
Dashboard
Tickets

Social Media

Facebook Comments
Instagram Comments

CRM
Notifications
My Profile
Microsoft Teams

Team Leader

Knowledge Base

Listings

Interactions

Calls
Emails
SMS messages
Web chats
Messenger
WhatsApp
Viber
Instagram DM
Social Media Comments

Activities
CDR
Attempts
QA Reviews
Sessions
User Tracing
Audit and Batches

Campaign Records

Application

Realtime
Wallboards
Fax Server
SMS Server
Announcements

Reporting

Statistics
Reports
Analytics

Bulk Operations
Filtering and Filter Schemes

Administrator

Manage

Users

List of Users
Accesses
Rights
Call Permissions
External Users

Devices

SIP Devices
Daktela Devices
External Numbers
MS Teams Devices
Provisioning

Queues

Calls Inbound
Calls Outbound

Outbound Campaigns

Preview Campaign (Manual)
Progressive Campaign
Predictive Campaign (Dialler)
Robocaller

Email Queue
SMS Queue
Web Chat Queue
Web Click To Call
Facebook Messenger Queue
Social Media Queue
Viber Queue
WhatsApp Queue
Custom Queue
Instagram DM Queue

Call Scripts

Custom Call Scripts

CRM Settings

Databases

Contacts Database Form Settings
Accounts Database Form Settings

CRM Record types

Knowledge Base Settings

Ticket Settings

Views
Categories
SLA
Macros

Social Media Views

Routings

Call Routings
Email Routings
SMS Routings
Web Chat Routings
Click-to-Call Routings
Facebook Routings
WhatsApp Routings
Viber Routings
Instagram DM Routings

Settings

Blacklist
Groups
Pauses
Statuses
Tabs
Templates
Time Groups
Custom translations
QA Forms
Events
Event configuration
Agent Greetings

Integrations

Authentication Integrations

Active Directory
Azure AD (Entra ID)
Generic OAuth 2.0 SSO
Google

CRM Synchronisation Integrations

Dynamics 365
Money S4/S5
Pipedrive
Pohoda
Prestashop
Raynet CRM
Salesforce
Shoper
Shoptet
Skyshop
SugarCRM
WooCommerce
Billingo
HubSpot
Helios Green Integration
K2

External Libraries

Aristotelos
Google BigQuery & Looker Studio
Generic PBX Device Sync
Jira
Azure Email Tenant Application

Other Daktela Customisation Integrations

Events – Integration
iFrame widget
Screen pop
Speech-To-Text
Salesforce CTI Panel

Development and API Integrations

REST API
PHP SDK
JavaScript SDK
Dart SDK

Analytics Settings
Licensing
Global settings
System state

SIP Phone Setup

SW Phones

Daktela SW Phone
WebRTC Client
MicroSIP
Telephone (macOS)
Zoiper 5
Linphone
Answer Calls on Phones Without Auto-Answer

HW Phones

Cisco SPA
Yealink phones
Gigaset
Setting of External XML Address Book on Yealink Phones
Phone Accessories

Remote Support
General Information and Tips

A Quick Start Guide for Admins

Basic Daktela Setup
Advanced Daktela Setup
Additional Daktela Products
Daktela's Integrations

Other Resources

FAQ
Daktela PBX Diagram and Overview
Minimum Requirements
Connecting to Your PBX: Network Configuration

Daktela Glossary

Daktela Browser Extension

API Docs
Release Notes
Changelog
Roadmap
Status

Main

AI Functions

Daktela Copilot
Smart Call Transcript
AI Topics
AI QA
Answering Machine Detection
AI Categorisation and Tagging

Agent

Log in to Daktela
Get Started
Incoming Calls
Outgoing Calls
Email
Webchat
SMS
Facebook | Viber | WhatsApp | Instagram DM
Activity Widgets
Activities in Sidebar
Dashboard
Tickets

Social Media

Facebook Comments
Instagram Comments

CRM
Notifications
My Profile
Microsoft Teams

Team Leader

Knowledge Base

Listings

Interactions

Calls
Emails
SMS messages
Web chats
Messenger
WhatsApp
Viber
Instagram DM
Social Media Comments

Activities
CDR
Attempts
QA Reviews
Sessions
User Tracing
Audit and Batches

Campaign Records

Application

Realtime
Wallboards
Fax Server
SMS Server
Announcements

Reporting

Statistics
Reports
Analytics

Bulk Operations
Filtering and Filter Schemes

Administrator

Manage

Users

List of Users
Accesses
Rights
Call Permissions
External Users

Devices

SIP Devices
Daktela Devices
External Numbers
MS Teams Devices
Provisioning

Queues

Calls Inbound
Calls Outbound

Outbound Campaigns

Preview Campaign (Manual)
Progressive Campaign
Predictive Campaign (Dialler)
Robocaller

Email Queue
SMS Queue
Web Chat Queue
Web Click To Call
Facebook Messenger Queue
Social Media Queue
Viber Queue
WhatsApp Queue
Custom Queue
Instagram DM Queue

Call Scripts

Custom Call Scripts

CRM Settings

Databases

Contacts Database Form Settings
Accounts Database Form Settings

CRM Record types

Knowledge Base Settings

Ticket Settings

Views
Categories
SLA
Macros

Social Media Views

Routings

Call Routings
Email Routings
SMS Routings
Web Chat Routings
Click-to-Call Routings
Facebook Routings
WhatsApp Routings
Viber Routings
Instagram DM Routings

Settings

Blacklist
Groups
Pauses
Statuses
Tabs
Templates
Time Groups
Custom translations
QA Forms
Events
Event configuration
Agent Greetings

Integrations

Authentication Integrations

Active Directory
Azure AD (Entra ID)
Generic OAuth 2.0 SSO
Google

CRM Synchronisation Integrations

Dynamics 365
Money S4/S5
Pipedrive
Pohoda
Prestashop
Raynet CRM
Salesforce
Shoper
Shoptet
Skyshop
SugarCRM
WooCommerce
Billingo
HubSpot
Helios Green Integration
K2

External Libraries

Aristotelos
Google BigQuery & Looker Studio
Generic PBX Device Sync
Jira
Azure Email Tenant Application

Other Daktela Customisation Integrations

Events – Integration
iFrame widget
Screen pop
Speech-To-Text
Salesforce CTI Panel

Development and API Integrations

REST API
PHP SDK
JavaScript SDK
Dart SDK

Analytics Settings
Licensing
Global settings
System state

SIP Phone Setup

SW Phones

Daktela SW Phone
WebRTC Client
MicroSIP
Telephone (macOS)
Zoiper 5
Linphone
Answer Calls on Phones Without Auto-Answer

HW Phones

Cisco SPA
Yealink phones
Gigaset
Setting of External XML Address Book on Yealink Phones
Phone Accessories

Remote Support
General Information and Tips

A Quick Start Guide for Admins

Basic Daktela Setup
Advanced Daktela Setup
Additional Daktela Products
Daktela's Integrations

Other Resources

FAQ
Daktela PBX Diagram and Overview
Minimum Requirements
Connecting to Your PBX: Network Configuration

Daktela Glossary

Breadcrumbs

Daktela User Documentation
Administrator
SIP Phone Setup

On this Page

HW Phones

Cisco SPA
Yealink phones
Gigaset
Setting of External XML Address Book on Yealink Phones
Phone Accessories

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