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Universal Telephony Connector

The Universal Telephony Connector lets you integrate your cloud telephony service provider with LeadSquared. It is similar to the Generic Telephony Connector but has the following advantages –

  1. Integrate multiple instances/accounts of your telephony provider –
    If you have multiple contact centres in different regions (E.g., northern region, southern region, etc.), you can now configure each of them as separate tabs.
  2. Integrate multiple telephony providers –
    If you’re using more than one telephony service provider, 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. So you can now assign a northern region telephony instance to your northern region team. For more information on teams, see LeadSquared Teams.

Note: Your developer will need to understand the standard format of data to be posted into LeadSquared. Currently the following connectors can be configured inside the Universal Telephony Connector –

  • LeadSquared Generic Telephony Connector
  • Super Receptionist V2

 

Installation

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

Installing the connector

 

Configuration

  1. Next, hover the cursor over the settingsSettings iconicon and click Configure.
  2. Click the Add New Connector button.
  3. Enter a name for the new connector, then click Add.

configure UTC

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

Adding a new connector

 

Virtual Numbers

Use this section to add one or more virtual numbers 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.

configure virtual numbers

 

Call Route API

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

Call Route API section

 

Agent Popup API

You can enable real-time call notifications to users in the form of an Incoming Call Popup in the event of an inbound call from a lead (made to your virtual number).

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.

agent popup

 

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 after both incoming and outgoing calls. This ensures that each phone interaction gets logged.

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

Logging Calls

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

Here are the parameters you can post –

{

“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

 

Click 2 Call Log API

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 into your Telephony Account. For e.g., OK, Success etc.
  4. Enable click to call feature for users by selecting the checkbox.

UTC click 2 call

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

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

Note: To use this feature, you must first create a Custom dropdown lead field in LeadSquared (say ‘Disposition’) with Call disposition options/values (for example, ‘Issue Resolved’, ‘Forward to Billing’, ‘Forward to Tech. Support’, etc.). Ensure that the values you create are the same as those in your telephony account.
For more information, see How to Create Custom Lead Fields.

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

call disposition

You can initiate the following actions (and make them mandatory if required) once a call is disposed –

  • Create a task.
  • Create a custom activity.
  • Update a lead field.

 

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.

Single Sign on

 

Team Assignment

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

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

utc assignment

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

Set as default