Introduction

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

Scope of Integration

• Both inbound and outbound click to call integration.
• Call recordings are accessible only on My Operator platform; because "Recording URL" is not shared by My Operator in the Call Logs API.

Pre-requisites

Pre-requites required from the My Operator team and college team to initiate the My Operator telephony system integration with Meritto CRM are mentioned below:

1. Click To Call (C2C) API URL
2. Get Counselor API Key
3. API Token Key
4. Anonymous User ID
5. Company ID
6. Secret Token
7. Public IVR ID
8. X-API-Key
9. Jump NodeID
10. Dial Method
11. Agent Number for all the associated counsellors
12. User ID for all the associated counsellors

My Operator 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]

[Meritto Institute created on Infra 5 URLs]

[Meritto Institute created on Infra 6 URLs]

[Meritto Institute created on Infra 7 URLs]

[Meritto Institute created on Infra 8 URLs]

Call Routing API Request Details:

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

• secret_key: Secret key available in Manage Institute section for every institute
• applicant_no: Student mobile number who is the dialling 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
   }
   
   Please route the call w.r.t. telephony system 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 respective assigned agent

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

Timeline: Estimated timeline of telephony integration task completion and delivery:

• Once the prerequisites required to initiate the telephony integration are provided by the My Operator team, Meritto's team will begin the telephony configurations listed below and complete them within 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 My Operator team are integrated at My Operator's end, then Meritto's team 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

Note: Please get InstituteID from the FormDesk > Manage Institute section and replace it in the API End Points.

My Operator Integration

Once all the requested details are shared by the My Operator 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.

• Navigate to FormDesk.
• Click on Manage Institute.
• Select Cloud Telephony Integration.

Step 1: Select Vendor My Operator

Step 2: Add Call Routing API Key : This is institute's Webservice Secret Key

Step 3: Add API Token Key

Step 4: Add Dial Method

Step 9: Enable APP Calling: Checkmark yes in case institute wants the option of "Mobile App based calling" available to counsellors via Meritto Mobile API

Step 10: Enable Cloud Calling: Checkmark yes in case institute wants the options of "My Operator 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 "My Operator based calling" and "Mobile App based calling" available to counsellors via Meritto Mobile API.

Outbound Call Telephony Integration:

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

Step 2: Add Public IVR ID

Step 3: Add Jump Node ID

Step 4: Enable Outbound Call: Yes

Step 5: Select Forms: This configuration will be used to enable outbound calls via Application Manager.

• Select all the Application Forms on which the college team wants to enable outbound calls.
• Keep this configuration empty in case only Lead Manager based outbound calls are required.

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 saves 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 Agent Number shared by the My Operator team for all the respective counsellors