There are many cases when call data should be integrated into an external system. Following example scenarios are discussed on this page:

• Add information about (direct) calls between salespeople and customers to CRM

• Archive call recordings to the external system for legal reasons

• Import call data to internal Business Intelligence platform
  
  

Scenario: Call data to CRM

Business need

• Information about calls between salespeople and end-customers should be added to CRM, to achieve 360 view

• Usually, direct calls are made from sales people mobile phones to customer and vice versa

Solution:

• Create a server-side integration, which periodically fetches information of direct calls

• EnreachVoice API user created, with permissions to see direct calls of defined of users

  • Users whose direct calls API user has permissions is managed using management group in VoicePortal

  • Note: Only direct calls classified as ‘work’ can be retrieved. If the call is classified as ‘private’, only the user himself can see it

• Integration can use /calls/ endpoint to retrieve new calls, using ModifiedAfter query parameter.

Scenario: Call recording retrieval

Business need

• Call recordings and transcripts of certain calls must be archived to external system for 10 years for legal reasons

• Note: Call information and recordings are available in EnreachVoice REST API for max. two years.

A simple Pull based solution (REST API only)

A simple solution which is based on polling REST API.

• Create a server-side integration, which periodically fetches information of calls

• EnreachVoice API user created, with permissions to see required calls, recordings and transcripts

  • Users/queues/callbacklists whose calls API user has permissions are managed using management group in VoicePortal

  • Note: Only direct calls classified as ‘work’ can be retrieved. If the direct call is classified as ‘private’, only the user himself can see it

• Integration can use:

  • /calls/ endpoint to retrieve new user-specific call information (owned by users)

  • /servicecall/, /outbound-servicecall/ and /outbound-callbackcall/ endpoints to retrieve service call information (owned by service queue or callback list)

  • /calls/recordings endpoint to retrieve the actual audio of call recording

  • /calls/transcripts endpoint to retrieve the transcript of the call

More advanced push based solution (Webhook + REST API)

A more advanced solution, which is triggered by webhook notifications.

• Create HTTPS endpoint to receive webhook notifications

• Webhook subscriptions are configured to send webhooks of relevant events. For example, QueueCallInTranscribed if the purpose is to retrieve transcriptions of incoming service calls.

• When transcription is ready, webhook notification will be sent. After receiving the webhook, integration can retrieve all required information from REST API like in REST API only solution

Scenario: Call data for analytics

Business need

• The customer has an internal analytics platform

• Call data should be loaded to the analytics platform to be used alongside other business data

Solution

• Call data and dimensional data such as users, queues and callback lists can be retrieved from REST API like in Call Data to CRM scenario

• Call data can also be obtained as CSV-files, see: Voice Data integration description.

  ‌