Exotel

Objective:

This article helps you to integrate Exotel telephony system with NoPaperForms CRM.

Scope of integration:

• Both outbound click to call integration and inbound integration
• Call routing will be based on ExoTel logic only, since ExoTel do not integrate NPF Call Routing API

Pre-requisites:

Pre-requites required from the Exotel team and the college team to initiate the Exotel telephony system integration with NoPaperForms CRM are mentioned below:

1. Agent number and details for all associated counsellors
2. DID number

Exotel team needs to integrate our below mentioned APIs at their end.

[NPF institute created on Infra 1, Infra 2, Infra 3 and Infra 4 URLs]

Please replace secret key with actual key.

[NPF institute created on Infra 5, Infra 6, Infra 7 and Infra 8 URLs]

Please replace X with infra number.

For Example :https://services.in5.nopaperforms.com/webhooks/v1/secretkey/getCounsellor

Timeline: Estimated timeline of telephony integration task delivery:

• Once pre-requisites required to initiate the telephony integration are shared by the ExoTel team, then NoPaperForm's team will initiate the telephony configurations mentioned below and complete in3 working days.

1. Telephony Configurations: Institute Level
2. Telephony Configurations: User Level
3. Telephony Configurations: Institute & User Permissions

• Once our APIs shared to the ExoTel team are integrated at ExoTel's end, then NoPaperForms team will initiate the telephony configuration QA testing mentioned below and complete in4 working days.

1. Inbound call flow testing
2. Telephony call logs and data flow testing
3. Counsellor Productivity Report testing
4. Student Timeline testing
5. Call logs server load testing
6. Inbound calls by new numbers' leads creation testing
7. Inbound Missed Call Icon data update testing
8. Inbound call screen pop up testing
9. UI testing
10. Campaign Manager telephony lead mapping testing

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Note: 000 mentioned above denotes the Institute ID. Get theInstitute IDfrom the FormDesk > Manage Institute section as mentioned in screenshot below and replace the 000 value the numerical Institute ID.

Exotel Integration:

Once all the requested details are shared by the Exotel team and our APIs are integrated at their end, we will configure integration details at institute level, counsellor level and then grant required permissions.

• Outbound configuration: In the case of outbound configuration, we need to perform the following steps:
  • Enable the Outbound Configuration using the toggle
  • Select POST Method for the Click-to-Call API URL
  • Enter the Click-to-Call URL in the format: "https://<your_api_key>:<your_api_token><subdomain>/v1/Accounts/<your_sid>/Calls/connect"
    • For API key and API token we need to refer to the Exotel account.
  • In User-specific value we need to add the "From" parameter and map it with "Agent Number"
  • In Lead-specific value we need to add the parameters - "To", "CustomField" and map the same with "Applicant Mobile No" and "Lead ID" respectively.
  • In other parameters, add "CallerId" and "StatusCallback" and add the required values here.
  • Also, configure the response as mentioned in the screenshot below- 

QA Check:

Once all the institute level and counsellor level configurations are completed:

 

Step 1: Please get the login credential of any counsellor so that PS Team can complete QA Testing.

Step 2: Product Operations team will give the final go ahead and confirm integration is LIVE.

 

Granting Permissions:

Once QA testing is completed successfully, PS team needs to grant required telephony permissions to the respective counsellors.

Go in User Access Control > Permission > Manage Institute Permissions > Select Institute

 

Step 1: In the search bar, search the term "call"

Step 2: Grant permissions as per the requirement of the college team

 

 

Great! Counsellors can start their inbound and outbound calling now.