Telephony Multi-Vendor

Introduction

We are announcing a new Multiple-Vendor integration feature for any specific call flow like Inbound, Outbound, or Campaign. This allows our users to work with more than one simultaneous telephony vendor for a single Call Flow that is integrated within the Meritto portal. The vendors can be configured according to the user's requirements.

How does it work?

Consider a scenario where the user is working with a single Telephony Vendor for a particular call flow like Inbound or Outbound or Campaign. If the user has different teams working with different vendors for a specific call flow, then in that case, the Multi-Vendor feature will be beneficial for them

Steps to Configure?

1. To access the same, kindly ensure that the Telephony Package is enabled for the user.
2. The required permission for Multi-vendor settings should be enabled for integration.
3. Navigate via Extensions to Telephony as shown in the screenshot below.

4. Choose the Telephony Vendor for which the user wants to configure the settings, for eg., click on Ozonetel to configure its settings, and then click on “Manage”.
5. Ensure that the Call flows are configured correctly as per the vendor and user requirements (for example: Inbound, Outbound, and Campaign).
6. Locate the option titled “User Config” on the right-hand side of the Telephony Configuration screen and click on it.

7. In the Popup, select the option “Field Mapping” and configure request parameters as per requirements for the agent/user-specific fields. Save the same.

8. Next, map the required User Specific Values in the popup and save the details.

9. Select a user, locate the option titled “Mark as Default” beside the “Field Mapping” option and click on it. A popup appears.

10. The “Mark as Default” option helps to designate default Call Flow which needs to be assigned to the user. For example, for an agent, the default call flow assigned is “Inbound”, in that case, that specific agent will only be active for Inbound Calls being received from the vendor. The user will not be able to work with any Campaign or Outbound calling activities/flows.
11. For every user mapped, a default Call Flow needs to be assigned to the user as shown below in screenshot. Post saving, kindly refresh the popup and the user will be updated with the call flow values assigned to them (Follow screenshot).

Notes

1. For campaign call flow, if multiple vendors have been integrated for the user’s institution, the default Call flow assignment is mandatory. If in case the user has no default campaign flow assigned with any vendor, then the user will have to choose the vendor and the associated campaign during the Campaign Data Push activity but it will not be shown Campaign Calling Popup.
2. For Outbound and Inbound Calls, the default call flow assignment is mandatory for a user configured in a telephony vendor. If no call flow is not assigned, then the user will not be able to make or receive any Outbound or Inbound calls respectively.
3. If a User is not defined for a particular vendor for an Inbound Call Flow and if the vendor sends a request for that user for the inbound call from a fresh lead, then there will be no new Lead creation in the portal.