Objective:

Document helps you to integrate the Ozonetel telephony system with NoPaperForms CRM.

Scope of integration:

1. Outbound Click to Call Integration:

• Integration will enable counsellors to dial an outbound call directly from the Lead Manager and Application Manager on NoPaperForms software via a single click
• 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.

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 will be received by any counsellor, a call notification pop-up will appear on the NoPaperForms screen to inform counsellor about the student calling, even before the counsellor picks 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
  
  

Pre-requisites:

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

Part B: Mentioned telephony APIs need to be integrated by the Ozonetel team:

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

[NPF institute created on Infra 5 URLs]

Get Counsellor API Request Details:

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

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

Get Counsellor 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 assigned. Please route the call w.r.t. telephony system logic as mentioned in the Ozonetel telephony system logic
   
   
2. If we have an agent associated with this particular applicant_no, there will a true status along with 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 case of Single Agent :
    {
    "data": [ { "agent_number": "9990947416" }],
    "status": 1
    }

Timeline: Estimated timeline of telephony integration task delivery:

• Once pre-requisites required to initiate the telephony integration are shared by the Ozonetel team, then NoPaperForm's team will initiate the telephony configurations mentioned below and complete in 3 working days.

1. Telephony Configurations: Institute Level
2. Telephony Configurations: User Level
3. Telephony Configurations: Institute & User Permissions

• Once our APIs shared to the Ozonetel team are integrated at Ozonetel's end, then NoPaperForms team will initiate the telephony configuration QA testing mentioned below and complete in 4 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. Get Counsellor API agent details testing
11. UI testing
12. Campaign Manager telephony lead mapping testing

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

Telephony Configuration:

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

Go in FormDesk > Manage Institute > Cloud Telephony Configuration

Step 1: Select Vendor Ozonetel

Step 2: Add API Key

Step 3: Add API User Name

Step 4: Enable APP Calling: Check mark yes in case institute wants the option of "Mobile App based calling" available to counsellors via NPF Mobile API

Step 5: Enable Cloud Calling: Check mark yes in case institute wants the options of "Ozonetel based calling" available to counsellors via NPF Mobile API

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

Part 1(a): Outbound Call Telephony Integration:

Step 1: Add Outbound Campaigns

Step 2: Enable Outbound Call: Yes

Step 3: Select Forms : This configuration will be used to enable outbound call via Application Manager.

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

Part 1(b): Inbound Call Telephony Integration:

Step 1: Add Inbound Campaigns

Step 2: Enable Inbound Call: Yes

Step 3: Do Not Assign Lead To Another Counsellor (Inbound Call)

• Check mark yes in case 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 uncheck in case 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 4: Hide "View Profile" and show "Add Notes" in popup : Mark yes in case required by institute

Step 5: Check Lead Existence on Alternate Mobile to show on Popup : Mark yes in case required by institute

 

Part 2: User Configurations:

 

Now, we need to complete the counsellor level configurations.

Go in User Access Control > Manage Users > Filters > Select Institute > User Role > Counsellors

 

Click to "Configure User" and complete Cloud Telephony Configuration

Step 1: Select Telephony Partner Ozonetel

Step 2: Add Ozonetel Mode

Step 3: Add Inbound Campaigns

Step 4: Add Outbound Campaigns

Step 5: Add Agent ID

Step 6: Add Agent Number shared by the Ozonetel team for all the respective counsellors

Step 7: Add Agent PIN

Quality Assurance Check:

Once all the institute level and counsellor level configurations are completed:

 

Step 1: Please get the login credential of any counsellor and arrange a screen share meeting with NPF team

Step 2: NPF team will complete the successful QA testing and inform college team to take the integration LIVE

 

Part 3: Granting Permissions:

Once QA testing is completed successfully by the O&D team and verified by NPF Product Operations team, PS team needs to grant required telephony permissions to the respective counsellors.

Go in User Access Control > Permission > Manage Institute Permissions > Select Institute

 

Step 1: In the search bar, search the term "call"

Step 2: Grant permissions as per the requirement of the college team

 

 

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

 

 

Appendix:

 

Ozonetel Admin Panel Telephony Integration Configuration:

 

Step 1: Visit Ozonetel : https://apps.cloudagent.in/  You will land on below screen.

 

Step 2: Click "Admin Login" and log in to the Ozonetel panel. You will land on below screen.

 

 

Step 3: Click action icon on the top-right corner of the Ozonetel panel. You will land on below screen.

 

Step 4: Click on the "Edit Profile" option and scroll to the last fold of the webpage.

 

Step 5: Add "Call Back Details API" in the Callback URL section as added in the screen below.

 

Step 6: Click "Campaigns" on top-bar and select "Inbound Campaigns"

 

 

Step 7: Click "Campaigns" on top-bar and select "Inbound Campaigns". You land on below screen.

 

Step 8: Click "Inbound Campaigns" and add "Call Notification API" in the Hit Screen Pop-Up URL section

 

Step 9: Add "Call Notification API" in all the Inbound Campaigns similarly

 

Step 10: [Optional] Get Counsellor API is a custom API integration and will be integrated by the Ozonetel tech team only

 

Getting Pre-requites from Ozonetel Admin Panel:

 

Step 1: List of all Inbound Campaigns: Please find details mentioned in "Campaign Name" section

 

Step 2: List of all Outbound Campaigns: Please find details mentioned in "Campaign Name" section

Step 3: DID Number: Detail mentioned in "DID" section in both inbound and outbound campaigns

 

Step 4: Ozonetel "User Name" and "API Key": Detail mentioned in "User Name" and "API Key" section in the "Edit Profile" webpage

 

 

Step 4: Ozonetel "Agent Number", "Agent PIN" and "Agent ID":  Visit Home Page > Configurations > Agents

 

Agent PIN is mentioned in individual Agent Details webpage.

 

 

Please connect with the Product Operations team in case of any help required.