HC Jeong
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Articles
Recent activity by HC Jeong-
WhatsApp and Zendesk Integration Process
The process to integrate WhatsApp with Zendesk is as follows. WhatsApp is one of the messaging channels in Zendesk, and a Meta Business account and WhatsApp Business number are required.✅ WhatsApp ...
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Procedures for Operating an Overseas Local Customer Center
QuestionI would like to operate a local customer center phone number and representative staff for overseas customers. Please let me know the procedures and costs involved. Answer[Preparation Proced...
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Procedure for Changing the Zendesk Owner Account Due to Administrator Departure
This article provides guidance on how to change the owner account when an administrator registered as an owner leaves the organization. 1) Register a New Administrator as OwnerBefore the current ow...
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[Salesforce] When a Case is Not Created After Call Connection
[Case not created, Case missing] Normally, when a call is connected through the softphone, a new Case is created or a pop-up appears if there is an open Case. However, the reasons why the Case pop-...
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What Happens to Ticket Assignee Information When a Zendesk Agent Account is Deleted?
This article explains what happens to ticket assignee information when an agent leaves and their account is deleted or downgraded to a end user. Closed Tickets: Agent name retained Resolved Tickets...
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Issue with Receiving Calls Only on Specific Agent Accounts
QuestionThere was an issue where receiving calls was not possible on specific agent accounts. Calls come in, but the softphone screen does not switch to the call reception screen and remains on the...
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[MacBook] Softphone Re-login Issue Due to Screen Saver Sleep Mode
QuestionI am a MacBook user, and my softphone frequently logs in and out automatically. AnswerAccording to MAC OS policy, when the screen turns off, all networks and devices switch to sleep mode, c...
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When Attempting to Make a Call from the Edge Web Browser Softphone, No Calls Are Made
QuestionWhen using the Edge web browser and trying to make a call from the softphone, if no calls are made and there is no response AnswerIt is possible that the microphone device permission is not...
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CTI Statistics Terminology Guide
QuestionPlease explain the CTI statistics-related terms mentioned in the MatrixCloud system. AnswerTotal Incoming Calls: The total number of calls received at the main phone number.IVR Abandoned Ca...
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Internet Speed (Speed Test) Measurement Items and Their Impact on Softphone Call Quality
QuestionI am curious about the standard values for the measured items (download / upload / latency / jitter / packet loss) after performing a speed test on the softphone of Matrix Cloud, which can ...