Configuring CallCenter for HipChat

The Configuration screen will be displayed once the installation of the CallCenter for HipChat's integration has completed.

You can also access this screen at any time by doing the following:

  1. Go to the appropriate HipChat room.
  2. Select Integrations to display the integrations available to all HipChat rooms.
  3. Click the dropdown labeled "Global (all rooms)" and change it to the HipChat room in which you're interested.
  4. Click Installed to view the integrations already installed in that room.
  5. Click the configure button for CallCenter for HipChat.

There are 4 steps for configuring CallCenter for HipChat.

  1. Accepting the Terms of Service.
  2. Connecting HipChat to your Twilio account.
  3. Selecting one or more phone numbers to associate with the HipChat room.
  4. Configuring voicemail.

 

What is that Remove button?

Clicking the Remove button shown at the top of each Configuration screen will uninstall the CallCenter for HipChat integration from your HipChat room. Please do not click this button unless that is really what you want to do!

 

 

 On This Page

Accepting the Terms of Service

On the Configure tab of the Configuration screen, provide your email address and then click Accept to indicate you accept Wittified's Terms of Service.

Connect Twilio

Twilio is a third party service that provides the phone numbers, audio recording, and voice mail transcription available for your HipChat room. In order to use CallCenter for HipChat, you must establish an account with Twilio and associate it with your HipChat room.

On the Connect Twilio tab of the Configuration screen, click Connect Twilio.

Twilio will be launched in a new browser tab so that you can either set up a new account or logon to an existing account.

 

 If you do not yet have a Twilio account...

If you do not yet have a Twilio account,

  1. Fill out the screen shown below.
  2. Click Authorize to confirm that CallCenter for HipChat can use your account to perform Twilio actions like making phone calls, sending text messages, and buying phone numbers.
  3. A confirmation screen will be displayed to confirm that your Twilio account was connected to CallCenter for HipChat. You can close this screen and return to the Configuration screen.
  4. Click the All set up - go to the next step button.
 If you already have an existing Twilio account...

 

If you already have an existing Twilio account,

  1. Click the Login link.
  2. Fill out the screen shown below.
  3. Click Login.
  4. You will be prompted to select an account to use. Please note that a "full" account is needed; a trial account cannot be used.
  5. Click Allow on the screen below to confirm that CallCenter for HipChat can use your account to perform Twilio actions like making phone calls, sending text messages, and buying phone numbers.
  6. A confirmation screen will be displayed to confirm that your Twilio account was connected to CallCenter for HipChat. You can close this screen and return to the Configuration screen.
  7. Click the All set up - go to the next step button.

Select phone number

Now you must purchase one or more phone numbers from Twilio to associate with the HipChat room. For example, if you are providing services across the United States, you may wish to provide several local numbers for the benefit of your callers. You can find more information about Twilio's pricing on Twilio's web site.

On the Configure tab of the Configuration screen shown below,

  1. Select the type of phone number you want and click Search.
  2. If any such numbers are available they will be shown in the middle panel where you can select the Buy button next to the number you want to use. Alternatively, you can change the criteria and click Search again to try to find other numbers.
  3. Once you have clicked Buy, a confirmation screen will be displayed to reiterate the rates associated with that phone number.
  4. Scroll to the bottom of the screen and click Purchase phone number to proceed with that number or Cancel purchase phone number to return to the "Select phone number" configuration screen.
  5. You will not be able to proceed to the final configuration screen until at least one phone number has been purchased.

 

Due to local regulations, some phone numbers require the user to be located in a particular region or to list their information in order to purchase and own the number. For a list of locations with these requirements, please see https://www.twilio.com/help/faq/phone-numbers/which-countries-does-twilio-have-phone-numbers-in-and-what-are-their-capabilities .

When purchasing phone numbers which require addresses, Twilio will require you to file a qualifying address with us before you are able to purchase the phone number. To do this, log into Twilio, go to https://www.twilio.com/user/account/phone-numbers/addresses, and add a qualified address to your account.

 

Voicemail configurations

Once the preceding steps have been completed, you must configure how phone calls will be received and processed by CallCenter for HipChat. The Configure tab is now displayed with Voicemail configuration options:

Each of these options is described below. Once you have set each option as you wish, click the Save button at the bottom of the screen to save your changes.

FieldDescription
Language

Choose the voice and language in which you want the voice mail message to be spoken. CallCenter for HipChat current supports these:

VoiceLanguage(s)
Alice

Danish, Denmark
German, Germany
English, Australia
English, Canada
English, UK
English, India
English, United States
Catalan, Spain
Spanish, Spain
Spanish, Mexico
Finnish, Finland
French, Canada
French, France
Italian, Italy
Japanese, Japan
Korean, Korea
Norwegian, Norway
Dutch, Netherlands
Polish, Poland
Portuguese, Brazil
Portuguese, Portugal
Russian, Russia
Swedish, Sweden
Chinese (Mandarin)
Chinese (Cantonese)
Chinese (Taiwanese Mandarin)

MaleEnglish
English British
Spanish
French
German
Italian
Female

English
English British
Spanish
French
German
Italian

MessageThis is the text that will be spoken when the caller is connected. Include an asterisk (*) for each second you want to wait for someone to answer the phone once notified of the incoming call through HipChat. The text that follows the asterisk(s) is what will be spoken if no one answers the phone in that length of time.
Enable TranscriptionIndicates whether you want to have any voice mail message transcribed to text. There is an additional charge through Twilio for this.
Enable Caller IDIndicates whether you want the call to be logged and shown in HipChat using any available Caller ID information such as name, location, and telephone number.  There is an additional charge through Twilio for this.
Announce in room

These are a series of options indicating whether you would like certain events to be announced in the HipChat room.

  • New call indicates an incoming call.
  • New voicemail indicates a new voicemail that was left due to an unanswered call.
  • Joined call indicates that someone answered a call.
  • Claimed call indicates that someone has indicated they are taking ownership for following through on the call.
Phone numbersThis shows the phone number(s) currently associated with the HipChat room. You can click the Delete button () to  disassociate a phone number or Add phone number to associate a new phone number to the HipChat room.

 

When you are through setting these configuration options, click Save to save your changes. You may now proceed with using CallCenter for HipChat in your HipChat room, as described in the User Guide.