MCUBE Softphone New Config

MCUBE Softphone New Config

Objective

This article helps you to integrate the Mcube telephony system with Meritto CRM.

Scope of Integration

Outbound Click-to-Call Integration:

  1. The integration will enable counsellors to dial an outbound call directly from the Lead Manager and Lead Manager on Meritto software via a single click
  2. Call logs from the telephony vendor will be updated in the counsellor productivity report, student timeline, lead manager fields, campaign manager, and telephony logs.
Inbound Integration:
  1. New leads are created from inbound calls received from new numbers.
  2. Call notifications pop up on the Lead Owner screen, providing details before the call is answered.
  3. The agent (Lead Owner) can update notes and lead details during the call.
  4. Optional: Inbound calls from existing leads are routed to their assigned Agent (Lead Owner).

Description of Meritto Telephony APIs


API Name
Description
Call Pop-Up API
  1. Call Pop Up API is used to show Pop Up notification on the counsellor screen with details about the student dialling inbound call.
Function:
  1. When the telephony vendor is routing the inbound call to any counsellor, an API request will be sent on the Call Pop-Up API.
  2. Using the Call Pop Up API request sent by telephony vendor, Meritto will show Pop Up Notification on the counsellor screen.
  3. In case a single call is routed to "x" number of counsellors sequentially, then "x" times API request will be sent on the Call Pop Up API.
  4. Using the "x" number of API requests received sequentially, then "x" times Pop Up Notification will be shown to "x" number of counsellors sequentially on the Meritto system.
  5. Call Pop-Up API request and API response details are mentioned in the integration document.
Call Back Details API
  1. Call Back Details API is used to send call logs when a call ends.
Function:
  1. Once an inbound or outbound call is completed, call logs of the respective call will be shared with the Meritto team on the Call Back Details API.
  2. Call Back Details API request and response details are mentioned in the integration document.
Call Routing API
(Optional)
  1. Call Routing API is used to inform telephony vendor about the "lead owner" i.e., assigned counsellor of an existing lead.
  2. This is an optional API which is integrated in case the college team wants to route all inbound calls dialled by existing leads to their respective assigned counsellors only.
Function:
  1. When an inbound call lands on the DID Number, telephony vendor will send an API request on the Call Routing API mentioning student mobile number.
  2. Meritto will respond to the API request with "Lead Owner" i.e., assigned counsellor details.
  3. The Telephony vendor will route the call to the respective lead owner.
  4. In case respective lead owner is busy or not available, then call will be routed randomly to any available counsellor.
  5. Call Routing API request and API response details are mentioned in the integration document.

Pre-requisites

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

S. No.
Detail
Description
1
Click To Call (C2C) API URL
2
Authorization
To be provided by Mcube

Part B: Meritto’s telephony APIs (Get Counsellor, Call Notification and Callback Details) need to be integrated by the Mcube team:
Timeline: Estimated timeline of telephony integration task delivery:
  1. Once the prerequisites required to initiate the telephony integration are shared by the Mcube team, then Meritto’s team will initiate the telephony configurations mentioned below and complete them in 3 working days.
  2. Depending upon the scope of work, the timeline can be extended.
Telephony Configuration:
  1. Once all the requested details are shared by the Vendor and our APIs are integrated at the Vendor’s end, please configure shared details at the institute level and college User level and then grant required permissions on our system.
  2. Login to Meritto. Go to Manage Account > View Details > Package Selection > Extension > Enable the Telephony Connector.

Outbound Configuration

  1. In the case of outbound configuration, we need to perform the following steps:
  2. Enable the Outbound Configuration using the toggle.
  3. Select POST Method for the Click-to-Call API URL.
  4. Enter the Click-to-Call URL - http://api.mcube.com/Restmcube-api/outbound-calls.
  5. In User-specific value we need to add the "exenumber" and map it with "Agent Number".
  6. In Lead-specific value we need to add the parameters - "custnumber", "refid" and map the same with "Applicant Mobile No" and "Lead ID" respectively.
  7. In other parameters, add “refurl” and pass calllog details endpoint against this parameter.
  8. In Header Section Add:-
    1. Authorization :  Bearer <api-key>
  9. Also, configure the response as mentioned in the screenshot below.


Inbound Configuration

Inbound Integration: Enable Inbound Configuration and Enable all mobile type fields for the inbound calling Toggle.


User Configuration

  1. User Field Mapping For Mcube Integration.
  1. For Mcube the Default parameter will be string.
    Note: integer
  2. User Configurations: Add the Agent Number against the username and email.

Quality Assurance Check

Once configurations are completed:
Arrange a screen share meeting or get the user credential to the MERITTO team for QA testing.
Outbound Integration:
  1. Outbound Click to Call: Successfully initiated from the Meritto platform.
  2. Outbound Call Logs: Success call activity and recording updated on Meritto.
  3. Outbound Call Logs: Missed call activity updated on Meritto.
Inbound Integration:
  1. Get Counsellor API: Inbound call routed to assigned Lead Owner only.
  2. Call Pop-up API: Inbound call pop-up created on the Lead Owner screen who received the respective incoming call.
  3. Call Logs API: Success call activity and recording updated on Meritto.
  4. Call Logs API: Missed call activity updated on Meritto.
  5. Inbound Missed Call Icon: Updated with inbound missed calls.
  6. Inbound Pending Action Icon: Updated with inbound success calls whose pop-up was never clicked to visit the lead profile.
  7. Counsellor productivity Reported: Updated with all success and missed call data.
Meritto team will perform successful QA testing and inform the team to take the integration live.

Granting Permissions

Once QA testing is completed and verified by the O&D team, they need to grant the required telephony permissions to the respective Lead Owner.
Go to User Access Control Permission > Manage Institute Permissions > Select Institute.
  1. In the search bar, search the term "call".
  2. Grant permissions as per the requirement of the college team.
Great! College Users can start their inbound and outbound calling now.