Integration scenarios: Call data integrations

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:

 

 

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

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