Overview

IVR Automation in Meritto allows you to integrate any telephony service provider that passes standard parameters for call log details through a simple plug-and-play configuration. This feature enables institutes to manage both outbound (Click-to-Call) and inbound calling with ease, ensuring smooth communication workflows and efficient lead engagement.

How to access IVR Automation?

Step 1: In order to add a new vendor for Telephony, we need to click on “Add New Vendor” as shown in the screenshot below:

Step 2: We need to provide vendor name, API suffix and vendor logo while adding a new Telephony vendor:

Step 3: Once the required details are provided, the newly added telephony vendor will show up on the listing screen:

Step 4: On click of “Manage” we will be redirected to the Telephony vendor configuration screen as shown below:

Find the following details for the Outbound calling(Click to Call) configuration:

• The outbound configuration can be enabled/disabled with the help of a toggle button
• The request method can be set to either GET or POST
• Also, the API URL can be configured for Click-to-Call

• Request Parameter Mapping:

• Add User Specific Value: Here, we map a key name against which user/agent specific value is passed to the vendor and select the user specific value key from dropdown list.
• Add Lead Specific Value: Here, we map a key name against which user/agent specific value is passed to the vendor and select the lead specific values key from dropdown list.

• Add other parameter(s): Here, we can add any additional parameter that can be passed to the vendor as required from vendor end.

• Header Parameter: Here, the specific value can be passed in the API header

• Response Configuration:

• Response Type: The response type can either be Json, Xml or Text
• Response Matching Type: The response matching type can either be Key/Value or String

• Response Parameter: Here, we capture the success response from the vendor as per selected response matching type.

• Select Forms: Select the forms for which we want to enable Click-to-Call in our Application Manager.

Step 5: The Inbound Calling configuration can be enabled through the toggle: 

The following screen will be visible once the Inbound Configuration is enabled:

The Call Routing API is used as a sticky agent wherein the call will be connected to the assigned counsellor in case of Inbound Calling. Here, all the details regarding Call Routing API are available for both GET/POST method.

The Call Pop Up API is used to show the call related details in the Meritto panel. Here, all the details regarding Call Pop Up API are available for both GET/POST method.

In the field mapping section, the institutes can map the Meritto key with the vendor key thereby making the integration successful.

Step 6: The User configuration is used to add in the required parameters against the counsellors that needs to be passed/fetched in case of Outbound/Inbound call:

Step 7: The Call Log API details is used to fetch the call log details both in the case of inbound and outbound: