UTC Telephony Feasibility

| by Zaid Assadi

1. Feature Overview

This article provides a feasibility checklist for integrating the customer’s telephony provider using LeadSquared’s Universal Telephony Connector.

The article details a checklist questionnaire for UTC features, namely: Outbound Calls, Agent Popup, Agent Panel, Call Log, Call Disposition, and Call Routing. It also includes a checklist for certain general questions.

Note:  The most common features our customers request are Click2Call, Agent Popup, and Call Log.

 

2. General Questions

1. Checklist questions when customers are integrating with LeadSquared’s Opportunities.

Checklist QuestionCustomer ResponseFollow up QuestionsLeadSquared Response
Is the customer looking for Opportunity Integration?YesIs the customer okay with the activity being posted on the lead?There is nothing additional required from the customer. This is the default behavior.
Does the customer need the phone call activity to be posted on the Opportunity for outbound calls?We pass the OpportunityTelephonyMappingId to your Telephony Provider. They should be able to pass it back in the Agent Popup and Call Log requests.
Does the customer need the phone call activity to be posted on the Opportunity for inbound calls?Agent popup becomes mandatory. Your Telephony Provider needs to invoke Agent Popup with a call session ID for every call. The same session ID should be passed in the subsequent call log request.
Is the customer looking for Opportunity Integration?NoPhone call activity will be posted on the lead.

 

2. Checklist question for whitelisting LeadSquared IPs.

Checklist QuestionCustomer ResponseLeadSquared Response
Does the customer’s telephony provider have a firewall blocking LeadSquared Traffic?YesThe customer’s Telephony Provider must whitelist LeadSquared IPs.

 

3. Outbound Calls

1. Checklist questions when customers are automating outbound calls.

Note: During outbound calls, LeadSquared only pushes leads to the customer’s telephony provider – dialing (predictive, progressive, etc.) has to be initiated by the telephony provider.
Checklist QuestionCustomer ResponseLeadSquared Response
Does the customer’s telephony provider have an API to receive a list of phone numbers?Yes, to call only 1 lead at a time.If the customer is using Opportunities, Opportunity ID should also be passed to the provider.
Yes, to call multiple leads at once.
  • Customers must check if there is a limit on the number of leads.
  • If the customer is using Opportunities, Opportunity ID must also be passed to the provider.
  • ULC is the recommended way to push leads to your Telephony Provider.
  • The Leads can also be pushed to your Telephony provider through a List.

 

2. Checklist question when customers are doing outbound calls manually (Click2Call).

Checklist QuestionCustomer Response LeadSquared Response
Does the customer need client-side manual outbound calling?YesThe customer’s telephony provider must support Javascript-based calling from the browser.

 

Checklist QuestionCustomer ResponseLeadSquared ResponseFollow Up QuestionLeadSquared Response
Does the customer need server-side manual outbound calling?Yes
  • The customer’s telephony provider must have a ReST endpoint for calling
  • Certain telephony providers have mandatory virtual numbers. Virtual number/DID/Display Number/Caller ID are terms used interchangeably; customers should buy these from their providers and add them to the Virtual Numbers tab of UTC.

 

What parameters does the customer’s telephony provider need to connect the call?
  • LeadSquared has an exhustive list of mail-merge paramters.
  • If the customer is using Opportunities, Opportunity ID should also be passed to the provider.
What is the response type of the customer’s telephony provider?
  • LeadSquared supports JSON and Text.
  • Nested JSONs are not supported.

 

4. Agent Popup

1. Checklist questions for customers when they need Agent Popup.

Note: 

  • For Opportunities support, Agent Popup becomes mandatory in the case of inbound calls.
  • Some customers only need lead redirection instead of a screen popup.
  • The telephony provider can customize key names in the request payload through custom mapping.
Checklist QuestionCustomer ResponseLeadSquared Response Follow up QuestionLeadSquared Response
Does the customer’s telephony provider have the ability to call LeadSquared’s APIs at particular events?Yes, but the provider only supports GET requests.
  • The customer should have a custom code and call LeadSquared’s API to retrieve lead details by phone number.
  • The provider should open the lead details URL when the call connects.
 

 

 

Yes, the provider supports POST API requests.Does the customer want this ability for both inbound and outbound calling?The customer’s telephony provider should support calling LeadSquared’s Agent pop-up API in case of call events like Call Ringing or Call Connected.

 

Checklist QuestionCustomer ResponseLeadSquared Response
How does the customer’s telephony provider identify an agent?Through Email/SIP ID/Extension
  • User Agent mapping needs to be configured.
  • The identifier should be passed in the Agent ID parameter. This is prioritized over the agent’s number.
Through phone numberPass the agent’s number in the Source or Destination numbers based on the Direction of the call.

 

5. Agent Panel

1. Checklist questions when the customers need an Agent Panel.

Note: Browser refresh will disconnect ongoing calls in softphone in the case of most telephony providers. Some providers will allow the call to proceed if there are multiple browser tabs already open.
Checklist QuestionCustomer Response LeadSquared Response
Does the customer’s telephony provider have a web app that can be used as a softphone?Yes
  • The web app needs to be integrated into LeadSquared’s Agent Panel.
  • Relevant permissions for the iframe have to be provided under the Agent Panel configuration.
  • In the case of Single-sign on/Authentication –
    • By default, separate logins are required for LeadSquared and Agent Panel.
    • Third-party authentication (OAuth2, etc.) is not available.
    • if the telephony provider has user-level tokens for authentication, then they can be stored in a user field and mail merged in the iframe URL. The provider will have to authenticate this at their end.

 

 

6. Call Log

1. Checklist questions for Call Logs.

Note:

  • The customer’s telephony providers should have the ability to interchange Source and Destination numbers based on the direction (inbound/outbound) of the call.
  • Call recordings are owned by the telephony providers. Only the URL needs to be sent in the call log request and the same is embedded in LSQ.
  • For posting on opportunities, the telephony provider should send a call log request with the same call session ID as the agent pop-up.
  • the telephony provider can customize key names in the request payload through custom mapping.

 

Checklist QuestionCustomer ResponseLeadSquared Response
Does the customer require international calling?Yes
  • The telephony provider must have the ability in the E 164 Format. [+<CountryCode>-<PhoneNumber>] or [+<CountryCode><PhoneNumber>]
  • Enable phone formatting in the LeadSquared account. You will need to raise a support ticket to enable this feature.

 

Checklist QuestionCustomer ResponseLeadSquared Response
Does the customer’s telephony provider have the ability to pass the start time of a call in IST?YesUse StartTime paramater.
NoUse StartTimeUTC parameter.

 

Checklist QuestionCustomer ResponseLeadSquared Response
How does the customer’s telephony provider identify an agent?Through Email/SIP ID/Extension
  • User Agent mapping needs to be configured.
  • The identifier should be passed in the Agent ID parameter. This is prioritized over the agent’s number.
Through phone numberPass the agent’s number in the Source or Destination numbers based on the Direction of the call.

 

7. Call Disposition

1. Checklist questions when the customers need Call Disposition.

Checklist QuestionCustomer ResponseLeadSquared Response
Does the customer want the Call Disposition feature?Yes
  • The customer’s telephony provider must have a ReST endpoint for disposition.
  • There is a list of mail merge parameters available to the customers. These are not the same as the ones available in the Click2Call feature.

 

8. Call Routing

1. Checklist questions when the customer needs Call Routing.

Checklist QuestionCustomer ResponseLeadSquared Response
Does the customer want the Call Routing feature?Yes
  • Certain telephony providers will have a Sticky Agent/Call Routing logic at their own end. Customers are advised to check with their telephony providers.
  • If call routing has to be done through LeadSquared, then the customer’s telephony provider should have the ability to call a GET API to fetch the lead owner’s phone number.
  • If the telephony provider requires details in addition to the lead owner’s phone number, an additional flag agentinfo can be passed.
  • If the telephony provider supports IVR in their workflow, then the Virtual Number and IVR Mapping option can be used to filter Opportunities by type.

 

Any Questions?

Did you find this article helpful? Please let us know any feedback you may have in the comments section below. We’d love to hear from you and help you out!

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Praveen Bhasme
Praveen Bhasme
7 months ago

Can we configure two IVR to same LSQ account?

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Zaid Assadi
Zaid Assadi
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Reply to  Praveen Bhasme
7 months ago

Hi, Praveen. If by IVR you mean Telephony Providers, then yes you can. On the Universal Telephony Connector, you can configure different instances by clicking on the + icon.

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