Engage Voice | Notifying your CRM about call disposition

Dan Clay owns a propane and propane accessories company in Dallas, Texas. To manage his increasing customer base, Dan maintains a CRM system that he uses to store and analyze client data. Dan also runs an outbound campaign through Engage Voice that he uses to make outbound calls to customers or prospects. 
 
Dan wants to collect enough call data to allow him to make informed business decisions. Those decisions involve using the call data to determine when will be the best time to run another outbound campaign, and which customers should be included in that campaign. 
 
To capture the call data and associate it with his CRM’s analysis tools, Dan wants to set up notifications from Engage Voice to his CRM about certain call data, such as the data from the phone calls themselves, and the dispositions that agents may set at the end of calls indicating the result of the call.
 
Dan wants to know the phone number dialed, the first and last name of the callee, and the call disposition. To gather this data, Dan will need to configure two web services: a post-call web service that gathers the agent’s ID, the call duration, and the lead phone number data; and a post-disposition web service that gathers the result of the call as per the call disposition set by the agent after a call. In each web service, Dan will use certain tags to specify the data elements to be sent with the web service from Engage Voice to his CRM. 
 
Dan wants to confirm that he’ll get complete call information regardless of whether his agent’s workflow has them dispositioning or ending the call first. Together, both web services provide the complete data that Dan needs to decide whether a prospect should be included in his next campaign.

Goals

Set up the notification of call data to the CRM:
1. Gather call detail data about phone calls to Dan’s customers
2. Gather call disposition data about phone calls to Dan’s customers
3. Use a web service to provide the data to Dan’s CRM

Plan

Create or configure these services and settings to support sending data to the CRM:
1. Create a post-call web service template that gathers the phone number and callee name data
2. Create a post-disposition web service template that gathers the disposition set by the agent
3. Configure the outbound campaign to use the integrated web services

Lessons

1. Creating web service templates
2. Configuring the web service templates to specify the data to be collected by the services
3. Setting webhooks, or triggers, for the web services in the outbound campaign configuration

Recommended reading

Preconditions

Before creating his web services templates, Dan must have developed the underlying web services. Dan has decided that the underlying web service will be a service that creates a new customer record based on the HTTP POST operation. Dan will set up his analysis tool to compare this record against his CRM database.
 
Dan must also have created and configured his outbound campaign. Specific instructions for how to do that can be found in Creating a campaign. Dan should also have completed providing all the necessary configuration settings for his outbound campaign, as well as defining a lead list that contains data that is accurate enough so that he can match it against records in his CRM.
 
After completing this configuration, Dan is ready to start creating web services and setting up the triggers.

Actions

1. Creating a post-call web service template with data element tags related to the call
2. Creating a post-disposition web service template with data element tags related to the disposition
3. Configuring the outbound campaign to use the integrated web services

Step 1: Creating a post-call web service template

1. Navigate to Dev Tools > Web services via the left-hand navigation bar
2. Click New group to create a web services group if you don’t have one already
3. Enter a name for your web services group and click Save
4. Click Add new Web Service plus icon to the far right of your web services group
5. Check the Active box to enable the web service
6. Leave the other checkbox options unchecked
7. Click on the Service Type field and select HTTP from the dropdown menu
Creating a post-call web service template
8. In the Description field, enter Post-call service
9. In the URL field, specify HTTP operation type as POST from the dropdown, and type the URL for the HTTP operation request in the field
10. In the Authentication tab, provide the HTTP Username and HTTP Password
11. In the Headers tab, click Add Variable and enter a Name and Value to define any headers
12. On the URL Params tab, click on Add Variable and enter a Name and Value to define any parameters in the URL 
13. On the Body tab specify the Form data type
14. Enter name agent_id, click add tag, select Dynamic Call Data > Dialer Element > agent_id
15. Enter name call_duration, click add tag, select Dynamic Call Data > Dialer Element duration  
16. Enter name lead_phone, click add tag, select Dynamic Call Data > Dialer Element lead_phone
Adding tags
17. Click Save to save your changes

Step 2: Creating a post-disposition web service template

1. Click Add new Web Service to create a second service under your Campaign group
2. Check the Active box to enable the web service
3. Leave the other checkbox options unchecked
4. Click on the Service Type field and select HTTP from the dropdown menu
5. In the Description field, enter Post-disposition service
6. In the URL field, specify HTTP operation type as POST from the dropdown, and type the URL for the HTTP operation request in the field
Creating a post-disposition web service template
7. In the Authentication tab, provide the HTTP Username and HTTP Password
8. In the Headers tab, click Add Variable and enter a Name and Value to define any headers
9. On the URL Params tab, click on Add Variable and enter a Name and Value to define any parameters in the URL 
10. On the Body tab specify the Form data type
11. Enter name disposition, click add tag, select Dynamic Call Data > Dialer Element > agent_disposition
Adding tags
12. Click Save to save your changes
Dan has now configured both the web service templates he needs within his web services group.
View of configured web service templates

Step 3: Creating the outbound campaign to use the integrated web services

1. Navigate to Dialing > Campaigns
2. Expand the dial group that contains the campaign you want to edit
3. Select the campaign to open the campaign General configuration page
4. On the General configuration page scroll down to the Campaign Integrations section
5. Select Post-call service from the Post Call Web Service dropdown menu
6. Select Post-disposition service from the Post Disposition Web Service dropdown menu
7. Click the Save button at bottom right to save your changes
View of integrating web services to an outbound campaign
There you have it! Dan has created two web service templates: one that gathers call detail data and one that gathers the disposition assigned to a call by an agent. Dan has configured his outbound campaign to trigger these web services after a call ends and after an agent dispositions the call.
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