Objective

This document outlines the process of integrating the SmartPing telephony system with Meritto’s CRM platform. The integration ensures seamless outbound and inbound communication by enabling click-to-call capabilities, real-time call logging, lead creation from incoming calls, and contextual lead handling by counselors. With robust API support and configuration flexibility, this integration enhances both counselor productivity and the overall admissions experience.

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 Lead Manager on Meritto software 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:
   • New leads are created from inbound calls received from new numbers.
   • Call notifications pop up on the Lead Owner screen, providing details before the call is answered.
   • The agent (Lead Owner) can update notes and lead details during the call.
     Optional: Inbound calls from existing leads are routed to their assigned Agent (Lead Owner).

Description of Meritto Telephony APIs

Pre-requisites

Confirmation and Details Required (Below Data Provided by Revenue Operations Teams)

• Confirm the type of call required: Softphone or Hardphone.
• Get the following details from the Revenue Operations Teams/vendor:
  • Click To Call API Document
  • User id
  • Token
  • From Type
  • toType
  • DID Number for incoming
  • Agent Mobile Numbers

Sample Request 

Timeline: Estimated timeline of telephony integration task delivery:

• Once the prerequisites required to initiate the telephony integration are shared by the SmartPing team, then Meritto’s team will initiate the telephony configurations mentioned below and complete them in 3 working days.
• Depending upon the scope of work timeline can be extended.
  

Telephony Configuration:

• Once all the requested details are shared by the Revenue Operations Teams and our APIs are integrated at the SmartPing end, please configure shared details at the institute level and college User level and then grant required permissions on our system.
• Login to Meritto. Go to Manage Account > View Details > Package Selection > Extension > Enable the Telephony Connector.

Outbound Configuration

1. Enable Outbound Configuration Toggle Step 2
   The Request Method will be Post.
2. Outbound Click to Call API Request Configure API keys and values.
   
3. Outbound Click to Call API Response Configure API keys and values.
   
   For better clarity, please see the integration process below.
   
   Below are the details that need to be configured in all the SmartPing Hardphone accounts by default it will be the same for all the SmartPing accounts.
   
   Below is the screenshot where you need to add the UserID and token which are Provided by the Vendor.
   
   Below are the details that need to be configured in all the SmartPing accounts by default it will be the same for all the SmartPing accounts.
   
   
4. Click on "Save" to save the configurations.

Inbound Configuration

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

User Configuration

1. User Field Mapping For SmartPing Hardphone Integration.
   
   For SmartPing the Default parameter will be Integer.
   
   
   
   Note:
   
   • The data type will be “integer” if in case the vendor requires the Agent/Lead owner Details in the request in the form of phone numbers or integer IDs.
   • If in case the vendor requires Agent/Lead Owner details in the form of User IDs, then choose the Data Type as “string” as shown in the above screenshot.
     
     
2. User Configurations: Add the Agent Id. Provided by (Revenue Operations Teams) Against the user Name 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.

Conclusion