Telephony Integration - Understanding Call Flows & API's

Introduction

The article will help a telephony service provider understand the call flow and respective API requests to achieve the objectives of telephony integration.

Objectives of Meritto and Telephony Partner Integration:

Inbound Integration:

• All inbound calls by the leads that are assigned to the lead Agent in the Meritto should be routed to their respective assigned agent.
• All inbound calls by new leads should be routed w.r.t. either college-defined logic or randomly to any available agent in discussion with the vendor.
• When any Agent receives an inbound call, the agent needs a Pop-Up Notification on the Meritto screen so that he/she can be informed about the student calling, even before the agent picks up the call.
• Using a pop-up, the agent can directly visit the lead profile of the student calling,
• Once an inbound call is completed, the vendor will share call logs with the Meritto team.

Outbound Integration:

• Agents will be able to dial an outbound call directly from the CRM.
• Once an outbound call is completed, call logs will be shared with the Meritto team by the vendor which will include the call recording also.
• The vendor has to provide the prerequisite for the click-to-call integration. The same will be communicated by the Meritto SPOC about the prerequisite.

Call Flow & API Descriptions

Inbound Integration

1. Call Routing API Integration

• Call Routing API will help the telephony vendor to inform about the "lead Agent" i.e., the assigned agent of an existing lead.
• When an inbound call lands on the DID Number, the telephony vendor will send an API request on the Call Routing API mentioning the applicant's mobile number.
• Meritto will respond to the API request with "Lead agent" i.e., assigned agent details.
• The telephony vendor will route the call to the respective lead agent.
• In case the respective lead agent is busy or not available, then the call will be routed randomly to any available agent
• Call Routing API requests and API response details are mentioned in the API document.

2. Call Pop Up API Integration:

• When the telephony vendor is routing the inbound call to an agent, an API request will be sent on the Call Pop-Up API
• Using the Call Pop Up API request by the telephony vendor, Meritto will show Pop Up Notification to the agent screen with details about the student calling
• In case a single call is routed to "x" number of agents sequentially, then "x" times API request will be sent on the Call Pop Up API
• Using the "x" number of API requests received sequentially, then "x" times Pop Up Notification will be shown to "x" number of agents sequentially on the Meritto system
• Call Pop-Up API request and API response details are mentioned in the integration document

3. Call Back Details API Integration:

• Once an inbound call is completed, call logs will be shared with the Meritto team on the Call Back Details API.
• The call recording will be shared by the vendor for each call via this API.
• Call Back Details API request and response details are mentioned in the integration document

Outbound Integration:

1. Click to Call API Integration:

• The telephony vendor will share its Click to Call API document and the Meritto team will confirm the feasibility of the same. There will be only one parameter that has to be passed in the click-to-call API by the Meritto to the ozonetel Team. 
• Meritto team will integrate the Click to Call API to dial outbound calls.

2. Call Back Details API Integration:

• Once an outbound call is completed, call logs will be shared with the Meritto team on the Call Back Details API.
• Call Back Details API request and API response details are mentioned in the integration document.