Most calls to an internet provider’s support line start the same way. Who is this? Are they paid up? What’s wrong, and does it need a ticket?
When Sonar is connected to Crulon, the AI agent knows the first two answers before it says hello, and it works in Sonar while the caller talks.
Before the phone rings
Crulon copies your Sonar accounts every hour, with a full pass at least once a day. You can sync as often as every 15 minutes, or run a sync yourself.
Each Sonar account becomes a contact in Crulon, with:
- Every phone number on the account, and whose it is, so the agent recognises the caller from the number they ring from.
- The service address, services and account groups, the next bill date, and a link back to the account in Sonar.
- The balance, including anything past due.
- Their equipment, each item with its MAC address, serial number, IP address and status.
Numbers that have opted out of texts in Sonar go on your opt-out list too. Saved cards and usage data aren’t copied.
One call, start to finish
Priya rings from her mobile on a Saturday morning. Her internet is down, and she thinks it might be her bill.
The agent finds her. The Look up customer Tool matches her number to her Sonar account, so the agent greets her by name. If she called from another phone, it would ask for her account number instead.
It checks the balance, live. Priya asks whether she’s behind. Check balance and billing reads the balance from Sonar as she asks, not from the last sync. She’s one month past due. If Sonar didn’t answer, the agent would use the last copy and tell her how old it is.
It takes the payment. Priya wants to pay now. Take a payment charges the card already saved on her account in Sonar. Before it does, the agent reads back the amount and the card’s last four digits and waits for her yes, and Crulon won’t let it charge until it has marked that she agreed.
It opens the ticket. Her service is still down after the payment, so Create ticket opens a ticket with what she said and what the agent found. With ticket push on, it’s created in Sonar too, in the ticket group you choose.
Priya’s call takes a few minutes, and nobody on your team had to pick up.
Payments are yours to turn on
The agent doesn’t take payments until you allow it, with Allow the AI agent to charge cards on file. It only charges cards already saved in Sonar, and Crulon never takes a card number over the phone.
While payments are off, the agent tells callers it can’t take card payments on this line and explains the other ways to pay.
Tickets, where your team works
Ticket push is off to start, too. Turn it on and you choose how far it goes:
- Create each ticket in Sonar when the agent, or anyone on your team, opens one in Crulon.
- Close it in Sonar when it’s closed in Crulon.
- File a ticket at the end of every call, with the call’s summary, for a record of every conversation.
What it won’t do
Crulon doesn’t change accounts, services or billing settings in Sonar. The agent reads, takes payments when you allow it, and opens tickets. Everything else stays with your team.
Restarting a customer’s equipment needs an equipment App as well, such as UISP, Cambium cnMaestro, Nokia Corteca or TP-Link TAUC. With one connected, the agent can check the device and restart it on the call.
Setting it up
You need your Sonar address and an API token:
- In Sonar, create a user for Crulon, rather than using a person’s login, and give it an API token. Sonar limits each user to 400 requests a minute, so a user of its own keeps Crulon out of your team’s way.
- In Crulon, install the Sonar App and enter your Sonar address and the token. Crulon checks the token before it saves it.
- Attach the Sonar Tools to your agent, and publish it.
Sonar is part of the Telco Ops Bundle. Read more on the Sonar and Crulon page, or follow the setup guide.