CRM integration

[rros...@reallinx.com]

Basic CRM/CallCenter integration should consist of the following as far as I can tell.

1. Inbound screen pops with integration to a customer data based on the CLID and/or selections made via the Auto Attendant

2. Click to dial with call logging for outbound calls.

3. Access to recorded calls linked to interaction within the CRM.

All three capabilities exist within the OMP.  The goal would be to use the API to link these capabilities to CRM or Call Center software.

Reviewing the API documentation, click-to-dial (2) looks like its taken care of with the "Call" construct.  

Is "Event Subscription" using the "Call" model, the best way to implement notification of (1) inbound calls via screen pops?  Can the "Basic User" scope be used to subscribe to events on a user by user basis or does it require the "Super User" scope?

What is the best method for getting access to recordings (3) if you have logged call data from outbound click-to-dial and inbound screen-pop calls?  Is that available yet?

[Chris Aaker]

Recordings are available. You do need to have the call-id for the call so any searching (ani, dnis, agent, etc...) would need to be done on the "cdr" object first then you can request the "recording" object with action read and the call-id and you will get a return set with meta data and a short term authorized link to the recording off the LiCf server. 

Chris

--
You received this message because you are subscribed to the Google Groups "NetSapiens Developer Forum" group.
To unsubscribe from this group and stop receiving emails from it, send an email to netsapiens-develope...@googlegroups.com.
For more options, visit https://groups.google.com/groups/opt_out.

--

Chris Aaker
NetSapiens Inc.
920 Kline St. #400, La Jolla, CA 92037
Phone: +1 (866) 4-VOIP-IQ x5226 Direct: +1 (858) 764-5226
Email: caa...@netsapiens.com gChat- c.a...@gmail.com

[rros...@reallinx.com]

Thanks Chris.

Is the recording object documented?  Am I just missing it?

What is the best way to handle notification of inbound calls?  Event Subscriptions using the Call Model?  Can Basic user rights be used to subscribe to Call events?

Ryan

[Chris Aaker]

Ryan, 

Sorry, its not documented, but its pretty simple. We hope to allow for more searching and filtering later, but as of now you are required to give the callid as the one and only filter along with domain and user depending on scope. object is "recording" 

Yes the call subscription will handle per user data, but it needs to post to an accessible url so that often can't be a user's browser. You will need something to keep a subscription up. in the /portal we us websockets. 

Chris

--

You received this message because you are subscribed to the Google Groups "NetSapiens Developer Forum" group.
To unsubscribe from this group and stop receiving emails from it, send an email to netsapiens-develope...@googlegroups.com.
For more options, visit https://groups.google.com/groups/opt_out.