Introduction

This document provides a comprehensive guide to integrating the Knowlarity telephony system with the Meritto CRM.

Scope of Integration

1. Outbound Click to Call Integration:

• The Integration will enable counsellors to dial an outbound call directly from the Lead Manager and Application Manager on Meritto platform via a single click
• Call logs from the telephony vendor will be updated in the counsellor productivity report, student timeline, lead manager fields, campaign manager, and telephony logs.

2. Inbound Integration:

• An inbound call received from a new mobile number will be created as a new lead in the system
• When an inbound call is received by any counsellor and the call is connected, a call notification pop-up will appear on the Meritto screen to inform counsellor about the student calling, even before the counsellor picks up the call.
• Counsellor will click on the pop-up action, directed towards the student lead profile, and will be able to update notes, remarks, and lead details based on the student engagement.
• Call logs shared by the telephony vendor will be updated in the counsellor productivity report, student timeline, lead manager fields, campaign manager, and telephony logs.
• [Optional] Inbound calls by existing leads will be routed to their respective assigned counsellors
  

Description of Meritto Telephony APIs

Pre-requisites

Part A: Details required from the Knowlarity team to initiate telephony integration are mentioned below:

1. Click To Call (C2C) API URL
2. Channel: Basic / Advance / Premium / Enterprise
3. Access Key (X-API-Key)
4. Streaming API Key
5. Authorization Key
6. SR Number
7. Caller ID (C2C API)
8. Agent Number for all the associated counsellors

Part B: Call Routing API needs to be integrated by the Knowlarity team:

[Meritto Institute created on Infra 1, Infra 2, Infra 3, and Infra 4 URL]

[Meritto Institute created on Infra 5 URL]

Call Routing API Request Details:

Below is the list of parameters that have to be pushed in JSON format.

• secret_key: Webservice secret key available in the Manage Institute section for every institute
• applicant_no: Student mobile number who is the dialing inbound call

Call Routing API Response Details:

1. If no agent is present for this particular applicant_no, there will be a false status in JSON format.
   {
   "data": [],
   "status": 0
   }
   
   This means no counsellor was assigned. Please route the call w.r.t. telephony system logic as mentioned in the Knowlarity Fall Back Logic
   
   
2. If we have an agent associated with this particular applicant_no, there will be a true status along with the associated agent.  Please route the call to the respective assigned agent

• • In the case of Multiple Agents :
    {
    "data": [{ "agent_number": "9899364545" }, { "agent_number": "9876543212" } ],
    "status": 1
    }
  • In the case of a Single Agent :
    {
    "data": [ { "agent_number": "9990947416" }],
    "status": 1
    }

Postman Collection: Sample postman collection for a dummy institute only for Knowlarity team reference to understand API request format.

Timeline: Estimated timeline of telephony integration task delivery:

• Once the prerequisites required to initiate the telephony integration are shared by the Knowlarity team, then Meritto's 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 Call Routing API shared with the Knowlarity team is integrated at Knowlarity's end and the Knowlarity Streaming API URL is activated, then Meritto will initiate the telephony configuration QA testing mentioned below and complete it in four working days.

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

Reference: Get the Institute ID from the FormDesk > Manage Institute section as mentioned in the screenshot below and replace it in the API URLs to be shared.

Telephony Configuration

Once all the requested details are shared by the Knowlarity team and our API is integrated at the Knowlarity end, please configure shared details at the institute level, counsellor level and then grant required permissions on our system.

• Navigate to FormDesk.
• Click on Manage Institute.
• Access Cloud Telephony Configuration.

Step 1: Select Vendor SR Knowlarity.

Step 2: Add Channel.

Step 3: Add Access Key (X-API-Key).

Step 4: Add Streaming API Authorization Key.

Step 5: Add Knowlarity Number (SR number or K number)

Step 6: 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 7: Enable Cloud Calling: Checkmark yes in case the institute wants the options of "Knowlarity 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 "Knowlarity based calling" and "Mobile App based calling" are available to counsellors via Meritto Mobile API

Outbound Call Telephony Integration:

Step 1: Add Click To Call (C2C) API URL

Step 2: Add C2C API Authorization Key; which is the same as the Streaming API Authorization Key

Step 3: Add Caller ID (C2C API) : Keep the number with ISD Code +91 having the plus sign

Step 4: Add Knowlarity Number: Keep the number with ISD Code 91 without any plus sign

Step 5: Enable Knowlarity Plugin:

• Check mark yes in case of generic Knowlarity Make Call API
• Keep it unchecked in case of customized Knowlarity Click to Call API ending with .py

Step 6: Enable Outbound Call: Yes

Inbound Call Telephony Integration:

Step 1: Enable Inbound Call: Yes

Step 2: Do Not Assign Lead To Another Counsellor (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 2: Add the Agent Number shared by the Knowlarity team for all the respective counsellors.

Quality Assurance Check