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LeadSquared Generic Telephony Connector

LeadSquared Generic Telephony connector allows you to integrate any cloud telephony services with LeadSquared and it works across all regions. Your developer would need to understand the standard format of data to be posted into LeadSquared.

LeadSquared Generic Telephony Connector has the following features:

  • Capture Call logs
  • Click to Call
  • Agent Popup
  • Call Routing
  • Call Disposition
  • Single sign-on API

Follow the steps below to configure the LeadSquared Generic Telephony Connector in your account –

 

Installation

Navigate to Apps>Apps Marketplace>Telephony> and click Install under the LeadSquared Generic Telephony Connector.

screen1

 

Configuration

Click on Settings>Configure

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Name

Enter the name of the Telephony service provider and save.

name

Virtual Numbers

Add virtual numbers and tag name one by one and save it.

virtual

Call Route

This feature enables automatic routing of calls from an existing lead to the respective Lead owner in LeadSquared automatically.

  1. Copy the Call Route API URL from Call Route API tab on the popup and deploy it in your cloud telephony account.
  2. Use HTTP GET method to send the data. Please refer the usage section to understand how to send the data.

callroute

Agent Popup

You may enable Real-time Inbound Call Notification to the User, seen in the form of an Incoming Call Popup, whenever an inbound call from a lead (made to your virtual number) is routed to the LeadSquared User.

Note: Incoming calls matching a lead’s secondary phone number will be tracked without creating a duplicate lead.

  1. Copy the Agent Popup API URL from Agent popup tab and deploy it in your cloud telephony account.
  2. Use HTTP POST method to send the data to LeadSquared in JSON format.
  3. Enable Agent Popup by selecting the checkbox.

Please refer the ‘Usage’ section to understand how to send the data.

agentpopup

Call Log

All Inbound and Outbound calls made through your Telephony account can be logged in LeaSquared by setting up Call Logs.

After a call (incoming or outgoing) you can post the call logs to LeadSquared. This ensures that each phone interaction is logged in LeadSquared.

When your Telephony provider calls the LeadSquared API, data can be pushed into LeadSquared using POST method in JSON format.

{

"SourceNumber":"%2b919611795983",

"DestinationNumber":"%2b919611795980",

"DisplayNumber":"%2b919020897874",

"StartTime":"2015-08-20 18:26:38",

"EndTime":"2015-08-20 18:26:38",

"CallDuration":"12",

"Status":"Answered",

"CallNotes":"Enquired about product",

"ResourceURL":"server/filename.extension",

"Direction":"Inbound",

"CallSessionId":"080673309211440075398",

"CallerName":"Rakesh",

"CallerCity":"Bangalore",

"CallerState":"Karnataka",

"CallerCountry":"India",

"CallerZipCode":"560078"

}
 PropertySample ValueDescriptionMandatory
 SourceNumber+919611795983For Inbound Call-  Lead’s contact  number
For Outbound Call-  Caller’s Number or  Agent’s number
 Yes
DestinationNumber+919611795980For Inbound Call-  Caller’s Number or  Agent’s number
For outbound Call-  Lead’s contact  number
Yes
DisplayNumber+919020897874Virtual(DID) Number provided by the providerYes
StartTime2015-08-20 18:26:38Start time of the callYes
EndTime2015-08-20 18:26:50End time of the callYes
CallDuration12Duration of call in secondsYes
StatusAnsweredStatus of the call, can be Answered, Missed, VoicemailYes
CallNotesEnquired about a productAdditional notes about the callNo
ResourceURLServer/filename.extensionURL of the file with a recording of the conversationNo
DirectionInboundInbound or OutboundYes
CallSessionId080673309211440075398Call Unique IdentifierNo
CallerNameRamCaller’s NameNo
CallerCityBangaloreCaller’s CityNo
CallerStateKarnatakaCaller’s StateNo
CallerCountryIndiaCaller’s CountryNo
CallerZipCode5600102Caller’s zip codeNo

You will find the Call Log API URL in Call Log API tab on the popup, deploy it in your cloud telephony account to log inbound and outbound phone calls.

Please refer the usage section to understand how to send the data.

calllog

Click to Call

You can enable click to call feature for users, it will help them to initiate outbound calls directly from LeadSquared.

  1. Place the URL which is provided by your telephony service provider in URL field with necessary parameters as mentioned in the URL. (See Usage section)
  2. Select the HTTP method in which your telephony service accepts the data.
  3. Enter response keyword, which would be the response received by LeadSquared once data is posted successfully in to your Telephony Account. For e.g., OK, Success etc.
  4. Enable click to call feature for the Users by selecting the check box.

Please refer the usage section to understand how to send the data.

GTC

Usage

A sample URL is provided to show you how you can pass the available parameters –

FieldDescription
@virtualNumberVirtual Number the customer will see.
@leadIdLead Id in LeadSquared.
@customerNumberLead Phone number without country code.
@PhoneNumberWithCountryCodeLead Phone number with country code.
@agentNumberUser’s (Agent’s) Number
@agentNameUser’s (Agent’s) Name
@agentEmailUser’s (Agent’s) Email Address
@{User:TeamId,}Pass the Team Id if you’re using the teams feature and have included the user in a team.
@{User:GroupIds,}Comma separated Ids of groups that the user belongs to.

 

Call Disposition

When the call is ended between User and client, some of the telephony providers will not free the agent to take another call unless the current call is disposed, so the call has to be disposed with appropriate values.

After integration, the user can dispose calls from LeadSquared.

For it Create a Custom dropdown field in LeadSquared (say Disposition) with Call disposition options/values.

Now when the call is ended agent can select appropriate disposition value on Call/Agent-Notification Popup and dispose the call and get ready for the new call.

  1. Deploy URL provided by your telephony service in URL field with necessary parameters.
  2. Select the HTTP method in which your telephony service accepts the data.
  3. Select the Disposition field created earlier to capture Disposition value.

calldisp

Single Sign-on API

This API will help you to embed LeadSquared within your telephony application.

Use Single sign-on API and use HTTP POST method to send data to LeadSquared in JSON format. And to get lead details use Lead Details API.

Please refer the usage section to understand how to send the data.

Single