Universal Telephony Connector – UTC

1. Feature Overview

The Universal Telephony Connector (UTC) enables you to integrate your cloud telephony service provider(s) with LeadSquared –

1. Integrate multiple instances/accounts of your telephony provider –
   If you have multiple contact centers in different regions (E.g., northern region, southern region, etc.), you can configure each of them as separate tabs.
2. Integrate multiple telephony providers –
   If you’re using two or more telephony service providers, you can now integrate all of them in one place.
3. Assign to teams –
   Assign different instances of one telephony provider or even different providers to teams in your account. For example, you can now assign a northern region telephony instance to your northern region team, a western instance to your western team, and so on. For more information on teams, see LeadSquared Teams.

To learn more about LeadSquared telephony integrations, read LeadSquared Telephony – Feature Guide.

2. Prerequisites

• You must be an Administrator user to access the connector configuration.
• Developer experience is required to understand the format of the data and configure the connector with your telephony provider.
• The table below outlines the distinction between APIs/URLs provided by LeadSquared and those provided by your telephony provider. LeadSquared’s APIs/URLs are accessible through the UTC configuration page, while your telephony provider’s APIs must be obtained directly from them. If you encounter any issues with an API, please get in touch with the respective API owner. 
  

  LeadSquared APIs	Telephony Provider APIs
  Call Route API (Lead/Opportunity routing) – The Call Route API directs incoming calls from existing leads to the corresponding Lead or Opportunity owner in your LeadSquared account.   Note: LeadSquared does not automatically route calls to owners. Instead, it provides the Lead/Opportunity Owner details to your telephony provider, who then routes the call accordingly	Click2Call API – The Click2Call feature allows your sales reps or agents to initiate outbound calls by simply clicking on a lead’s phone number in the Manage Leads or Lead Details pages
  Agent Popup API – This API logs all inbound and outbound calls made through your telephony account into LeadSquared, ensuring comprehensive call tracking.	Agent Panel URL – Agent Panel URL allows you to embed your provider’s Softphone into LeadSquared.
  Call Log API – All inbound and outbound calls made through your Telephony account can be logged in LeadSquared by setting up Call Logs	Call Disposition – Call disposition allows users to record specific information related to a phone call once it ends.
  Single Sign–On API – This API enables embedding LeadSquared within your telephony provider’s portal.

3. Installation

Navigate to Apps>Apps Marketplace, search for the Universal Telephony Connector and click Install.

4. Configuration

1. Next, hover the cursor over the settingsicon and click Configure.
2. Click the Add New Connector button.
3. Select the Connector Type (LeadSquared Generic Telephony Connector, Ozonetel V2, etc.).
4. Name the connector, then click Add.

Note: You can add a new instance, clone an existing one or delete an instance using the options highlighted below.

5. Virtual Numbers

Use this section to add one or more virtual numbers (also called DIDs/CLI) for the connector you’re configuring. You can also tag them if you like. Click the Saveicon to save a virtual number and click Add to add another number.

6. Call Route API

The Call Route API automatically routes incoming calls from existing leads to the respective Lead owner/Opportunity owner in your LeadSquared account. The API must be configured as a hook on your telephony provider’s end.

1. Copy the Lead Route V2 or Opportunity Route API URL  and deploy it in your cloud telephony account.
2. Use HTTP GET to send the data. Please refer to the ‘Usage’ section to understand how to send the data.

7. Agent Popup API

Enable real-time call notifications to users in the form of an Incoming Call Popup during an inbound call from a lead (made to your virtual number). The pop-up displays the lead’s details if the lead exists in your account, or displays an empty form that agents can use to capture the new lead.

Agent Pop-Up API Details

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

Refer to the ‘Usage’ section to understand how to send the data.

Custom Mapping
Telephony providers send us varying data using the Agent pop-up API. Enable custom mapping to map the variables received in the JSON file to the corresponding LeadSquared parameters.

Agent Panel Settings
The agent panel enables you to embed a softphone and manage your call center actions directly from your LeadSquared account. Add a custom URL and append mail merge parameters (click the help icon) to configure the agent panel.

Setting	Description
Show on Top	Displays the agent panel over any overlapping window (including the agent pop-up).
Hide Scale Button	Hides the maximize/minimize buttons on the panel.
Panel URL	The source iFrame URL for the panel. Click the help icon to learn how to append mail merge parameters.
Panel Permissions	Configure iFrame permissions like microphone, camera, geolocation, etc.
Panel Title	Customize the display text on the panel title bar.
Panel Height	Adjust the default height of the panel (in pixels).
Panel Width	Adjust the default width of the panel (in pixels).

8. Call Log API

All inbound and outbound calls made through your Telephony account can be logged in LeadSquared by setting up Call Logs. These logs will be posted to LeadSquared as incoming/outgoing phone call activities.

You can also enable custom mapping functionality, to map and capture data about each phone call in the relevant LeadSquared activity fields. There are also custom fields available to map additional data provided by your telephony service.

Once you’ve finished the configurations, you can check your telephony logs by navigating to My Account>Settings>API and Webhooks>Telephony Logs.

Note: Under custom mapping, on the ‘Custom’ tab (for the default connector instance), you can change the display names of the custom fields/parameters.

Here are the parameters you can post –

{

"SourceNumber":"9611232123",

"DestinationNumber":"9876543210",

"DisplayNumber":"1000001000",

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

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

"Duration":"12",

"Status":"Answered",

"CallNotes":"Enquired about product",

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

"Direction":"Inbound",

"CallSessionId":"080673309211440075398",

}

9. Click 2 Call API

The Click2Call feature enables your sales reps/agents to place an outbound phone call just by clicking the lead’s phone number (on the Manage Leads or Lead Details pages). If you use the Opportunities feature, click 2 call can be used to call leads from the Opportunity Management and Opportunity Details pages as well.

Depending on the capabilities of your telephony provider, it can be configured using either a server-side API or a client-side script.

Server-side API

This is the default configuration option.

Your telephony provider’s Click2Call API is configured here, and you can append mail-merge parameters (like agent phone number, lead phone number, etc.) to the API URL to facilitate the calling functionality.

1. 1. Pass the Click2Call API in the URL textbox.
   2. You may optionally pass custom headers to the API for authentication.
   3. Select the HTTP method needed by the telephony operators Click2Call API.
   4. Map a keyword from the response of the Click2Call API. Typically we use a keyword like “success”. This lets our system know that the API request fired correctly and a response was received.
   5. Choose the format of the API response data (Text, JSON).
   6. Admins should configure their telephony provider’s email address in the Provider Support Email field. This ensures that agents receive clear guidance when encountering call failures due to either UTC configuration issues or provider-side technical problems.
   7. You can filter virtual numbers for users by toggling the Enable Virtual Number Filter option. Read this article for more details.
   8. Click the Enable checkbox.

Client-side Script

For telephony providers with JavaScript SDKs, the Click2Call functionality can be configured using a client-side script. The outbound phone call functionality will be handled by the script and the call will be initiated via the browser to the telephony provider.

1. Enter the URL of the Javascript file, which must be hosted on the LeadSquared domain (external domains are not supported). The JS file will be published only after an internal review process.
2. You can pass data to the script using mail-merge parameters (like agent phone number, lead phone number, etc.).

10. Call Disposition

Call disposition lets users enter certain information related to a phone call once it ends.

When a call has ended the agent can select an appropriate disposition value on the Call/Agent-Notification Popup, dispose of the call, and get ready to receive the next upcoming call.

1. Deploy the URL provided by your telephony service in the URL field with the necessary parameters.
   • @callSessionId  – Call session Id passed by the telephony provider in the agent popup request
   • @customerNumber – Lead Phone number
   • @virtualNumber – The virtual number of your telephony account
   • @dispositionValue – Selected disposition value in the agent popup form*
   • @agentNumber – Agent’s phone number
   • @agentId – User Id of the agent
   • @notes – Notes on the call
   • @comments – Comments on the call
   • @date – The date of the call
2. Select the HTTP method in which your telephony service accepts the data.
3. You can initiate the following actions (and make them mandatory if required) once a call is disposed of –
   • Create a task
   • Create a custom activity
   • Update a lead field

*On Default Lead Field you must map the custom field you have created to capture the disposition value (refer to the Note above). This field can then be mapped with @dispositionValue in the URL (GET request), or in the Data Template (POST request).

11. Single Sign-on API

This API will help you embed LeadSquared within your telephony application. Use the API and the HTTP POST method to send data to LeadSquared in JSON format. To get the leads details, use the Lead Details API.

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

Lead/Opportunity Sharing via SSO APIs
Lead or Opportunity Sharing allows agents to temporarily view/edit the information of a lead or Opportunity (during an inbound phone call) that they don’t have access to. For integrations that don’t support the Agent Pop-up functionality, SSO APIs are used for Sharing. Previously, SSO APIs only supported the lead’s phone number to facilitate the identification and sharing of the lead to the agent. Now, the Lead Id is also supported. This will help customers who have leads in their accounts with the same phone number.

12. Team Assignment

You can assign an instance to one or more teams. While making an outbound phone call (using click2 call), the users in those teams will see the instance(s) assigned to them and can choose to place the calls from any of the virtual numbers created for an instance.

So for example, you can create 2 connector tabs, say ‘Bangalore’ and ‘Chennai’, and assign them to your Bangalore and Chennai teams respectively. Your Bangalore team will then only see the virtual numbers associated with the Bangalore instance tab.

Note: If you haven’t assigned any of the instance tabs to any teams, while making outbound phone calls your users will see the virtual numbers that are configured in the default instance tab (the one marked with the tick). You set a tab as default by navigating to that tab and clicking Mark As Default under the Settings  icon –

13. User Agent Mapping

Here, you can map each agent/user to a unique identifier. This will be used to identify the correct agent when the ‘Agent’s Phone Number’ or ‘Source Number’ is not stored in LeadSquared.

You may enter any string/alphanumeric value for the Agent Identifier. When calling the Call Log API or Agent Popup API pass this value in the post body like "AgentId":"abcd1234" . The call log posted for the phone call will be updated with the agent/user associated with the Agent Identifier value, even if the source number is not available. Similarly, the user/agent to display the agent popup to will be identified based on the Agent Id value.

14. Call Status Mapping

UTC supports mapping provider-specific call statuses to LeadSquared-specific statuses. Admins can customize call status mappings and configure multiple statuses as a comma-separated list for Inbound and Outbound calls.

For example, let’s specify Attended as the Provider Status Code for Answered.

Then, the Raw Call Status in the call log will show this mapping after the call ends.

15. Integrate with Opportunities

You can integrate the Universal Telephony Connector (UTC) connector with LeadSquared Opportunities. To know how to do this, please refer to Opportunity Integrations in Telephony.

This will enable you to track phone call interactions with your leads, for each opportunity or potential deal. Completed calls will get posted as activities, against the respective opportunities, on the Opportunity Details page.

Any Questions?

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