Introduction

This document serves as a comprehensive guide to integrating the TataTele telephony system with the Meritto 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 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:

• 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, 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: College team and TataTele team to confirm the type of calling required:

• Softphone Calling
• Mobile Phone Calling

Part B: Details required from the Tata Tele team to initiate telephony integration are mentioned below:

Part C: Mentioned telephony APIs need to be integrated by the TataTele team:

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

[Meritto institute created on Infra 5 URLs]

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 Tata Tele 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 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
    }

Timeline: Estimated timeline of telephony integration task delivery:

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

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 screenshot below and replace it in the API URLs to be shared.

Telephony Configuration

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

Step 1: Select Vendor TataTele.

Step 2: Add Authentication Key.

Step 3: 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 4: Enable Cloud Calling: Checkmark yes in case the institute wants the options of "MCube 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 "MCube based calling" and "Mobile App based calling" will be available to the counsellors via Meritto Mobile API.

Outbound Call Telephony Integration:

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

Step 2: Enable Outbound Call: Yes

Step 3: 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 Counselor (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 5: Check Lead Existence on Alternate Mobile to show on Popup: Mark yes in case required by the institute.

 

Counsellor Level Configurations:

 

Now, we need to complete the counsellor level configurations.

• Navigate to User Access Control.
• Click on Manage Users.
• Go to Filters.
• Select the Institute.
• Filter by User Role and choose Counsellors.
  

 

Click to Configure User and complete Cloud Telephony Integration

Step 1: Select Telephony Partner TataTele.

Quality Assurance Check

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

 

Step 1: Please get the login credentials of any counsellor and arrange a screen share meeting with the Meritto team.

Step 2: The Meritto team will complete the successful QA testing and inform the 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 Meritto Product Operations team, the PS team needs to grant required telephony permissions to the respective counsellors.

• Go to User Access Control.
• Click on Permission.
• Choose Manage Institute Permissions.
• Select the specific Institute.
• In the search bar, search the term "call".
• Grant permissions as per the requirement of the college team.

 

 

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

Conclusion

Integrating TataTele with Meritto CRM ensures a seamless and efficient calling experience for both inbound and outbound communications. With automated lead creation, real-time call pop-ups, centralized call logs, and intelligent call routing, the integration empowers counsellors to enhance engagement and track performance effectively. Once the technical setup, API integration, and quality checks are completed, users can confidently go live with a streamlined telephony workflow embedded directly within the Meritto platform.