Exotel (Old Config)

Exotel (Old Config)

Introduction

This article serves as a guide to integrating the Exotel Telephony System with Meritto CRM. 

Scope of integration

Only inbound integration is limited to, Call Pop Up Notification & Call Logs.

Pre-requisites 

Pre-requites required from the Exotel team and the college team to initiate the Exotel telephony system integration with Meritto 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.

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

 LIVE Environment APIs  
   
 Call Pop Up API  https://api.nopaperforms.com/ivrCallNotification/000/exotel
 Call Back Details API  https://api.nopaperforms.com/ivrCallBackDetails/000/exotel

[Meritto Institute created on Infra 5 URLs]

 LIVE Environment APIs  
   
 Call Pop Up API  https://api.in5.nopaperforms.com/ivrCallNotification/000/exotel
 Call Back Details API  https://api.in5.nopaperforms.com/ivrCallBackDetails/000/exotel

 

Timeline: Estimated timeline of telephony integration task delivery: 

Once the prerequisites required to initiate the telephony integration are shared by the ExoTel team, then the Meritto team will initiate the telephony configurations mentioned below and complete them in three working days.
  1. Telephony Configurations: Institute Level
  2. Telephony Configurations: User Level
  3. Telephony Configurations: Institute & User Permissions
Once our APIs shared with the ExoTel team are integrated at ExoTel's end, the Meritto team will initiate the telephony configuration QA testing mentioned below and complete it in four 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

Note: 000 mentioned above denotes the Institute ID. Get the Institute ID from the FormDesk > Manage Institute section as mentioned in the screenshot below and replace the 000 value with 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 the institute level, counsellor level and then grant required permissions.
Institute Level Configurations:
  • Navigate to FormDesk.
  • Click on Manage Institute.
  • Select Cloud Telephony Integration.


Step 1: Select Vendor Exotel

Step 2: Enable APP Calling: Checkmark yes in case the institute wants the option of "Mobile App based calling" available to counsellors via Meritto Mobile API

Step 3: Enable Cloud Calling: Checkmark yes in case the institute wants the options of "Exotel based calling" available to counsellors via Meritto Mobile API

Note: In case both "Enable App Calling" and "Enable Cloud Calling" are check marked yes, then both options of "Exotel-based calling" and "Mobile App based calling" will be available to the counsellors via Meritto Mobile API

Inbound Call Telephony Integration

Step 1: Enable Inbound Call: Yes

Step 2: Do Not Assign Lead To Another Counselor (Inbound Call)

  • Check mark yes in case the institute does not want an assigned lead having counsellor C1 to be re-assigned to a different counsellor C2 in case a different counsellor receives the inbound call and save the student profile.
  • Keep it unchecked in case the institute wants an assigned lead having counsellor C1 to be re-assigned to a different counsellor C2 in case a different counsellor receives the inbound call and save the student profile.


Step 3: Sticky Counselor/Agent Post Payment Approved (Get Counselor API)
  • Select Counselor/Agent to whom the inbound call received from an unassigned lead or new lead needs to be routed and its details to be shared with the Exotel system via Call Routing API.
  • Keep it unselected in case an inbound call is received from an unassigned lead or a new lead needs to be routed randomly to an available counsellor.

Step 4: Hide "View Profile" and show "Add Notes" in the popup: Mark yes in case required by the institute.

 
Step 5: Check Lead Existence on Alternate Mobile to show on Popup: Mark yes in case required by the institute.
 
Counsellor Level Configurations:
 
Now, we need to complete the counsellor level configurations.
  • Navigate to User Access Control.
  • Click on Manage Users.
  • Select Filters.
  • Choose the specific Institute.
  • Filter by User Role and select Counsellors.
 

Click to Configure User and complete Cloud Telephony Integration
Step 1: Select Telephony Partner Exotel.

Step 2: Add the Agent Number shared by the Exotel team for all the respective counsellors.

QA Check

Once all the institute level and counsellor level configurations are completed:
 
Step 1: Please get the login credentials of any counsellor so that the PS Team can complete QA Testing.
Step 2: The Product Operations team will give the final go-ahead and confirm integration is LIVE.
 
Granting Permissions:
Once QA testing is completed successfully, the PS team needs to grant required telephony permissions to the respective counsellors.
  • Navigate to User Access Control.
  • Click on Permission.
  • Choose Manage Institute Permissions.
  • Select the specific Institute.
  • In the search bar, search the term "call".
  • Grant permissions as per the requirement of the college team.
 
 


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

Conclusion

The Exotel–Meritto CRM integration ensures efficient handling of inbound calls through real-time pop-up notifications and accurate call log updates. Once the required configurations, API integrations, and QA checks are completed, the system is ready to go live, enabling counsellors to manage leads seamlessly and boost telephonic engagement from within the Meritto platform.


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