WebService Integration

Use Cases

• Push a recording link to Salesforce each time a phone call is recorded
• Notify another system (like a CRM) to create a record each time a phone call finishes

Expected User Experience / Workflow

• You research the target CRM or Web Service and find out what URL and data is required for the POST or GET request.
• Create a new “Web Service Integration Profile” with the required parameters.
• Use the Test option to ensure the HTTP Request is generated correctly and handled properly by the target Web Service.
• Note: Requests originate from the Chronicall server so the server must have the appropriate network and internet access.

Web Service Integration Profile Configuration

Profile Name: A name to identify the API Enabled WebService Profile
Target URL: This is the base URL of the request. Chronicall will make a request to this URL if a call meets the given criteria
Triggering Call Criteria: This will trigger when a call finishes. This list of criteria will be applied to the call to see if the call should trigger a request. If there are no criteria, then every call will trigger a request. If there are criteria and the call meets all the criteria, then the request will be triggered.
HTTP Method: The HTTP method of the request
URL Parameters: These are optional parameters that can be included with the request. These parameters can include call data from the call that meets the condition. Available values for the parameters include:

• <Empty Value>: An empty string.
• <Account Codes>: A list of account codes. Comma-delimited. E.g., 1001,1002,1003
• <Agent>: The agent associated with the last event on the call.
• <Call Direction>: The call direction. Options are Internal, Inbound, Outbound, or Intersite.
• <Caller Name>: The caller ID.
• <DNIS>: The DNIS associated with the last event on the call.
• <Call ID>: The UUID of the call. (This is not to be confused with "caller ID.")
• <External Number>: The number of the "other party" associated with the last event on the call.
• <Group/Skill>: The group or skill associated with the last event on the call.
• <Location>: On an inbound call, this is the location of the calling party's number. On an outbound call, it is the location of the dialed party's number.
• <Time>: The start time of the call. Given in the number of milliseconds since January 1, 1970, 00:00:00 GMT.
• <Tag>: A list of tags associated with the events of the call. Comma-delimited.
• <Audio Recording Link>: Generates a URL linked to an audio recording of the call.
• The user can also enter a string of text rather than select a value.

HTTP Headers: Optional custom headers to be sent with the request

Debugging

There is a Chronicall Log Filter named “API Server Request” that can be enabled to find issues with the screen pop.