Objective:

Document helps you to integrate a telephony system with Merito CRM and debug/solve telephony errors.

Telephony Integration: List of Errors:

1. Invalid Vendor
2. Outbound Call Click to Call Request Showing "Agent Details Not Found" error
3. Outbound Call Click to Call Request Showing Error "Status=0, Error = 503"
4. Outbound Call Click to Call Request Showing "Executive Number is under NDNC
5. Outbound Call Click to Call Request Showing "SR Number is Expired"
6. Inbound Missed Call Icon on counsellor login is not updating with calls missed
7. Inbound Call Pop-up not coming on Counsellor Screen
8. Counsellor Productivity Report: Telephony columns not updated
9. New Leads Not Created via Inbound Call by New Students
10. Leads Generated via Inbound Success Calls are Unassigned
11. Lead Assignment: Inbound Success Logic
12. Lead Assignment: Inbound Missed Logic
13. Leads Generated via Inbound Missed Calls are Unassigned

14. Telephony Vendor Getting Status = 0 in Get Counsellor API Response

15. Outbound Call Click to Call Request Showing "Agent already in the call"
16. Outbound Call Click to Call Request to MCube Showing Error 503 "Service Unavailable"
17. Vendor Not Found
18. Outbound Call Click to Call Request to Knowlarity Showing Error "Missing Authentication Token"

Error 1: NPF API responding "Invalid Vendor"

Please configure telephony vendor in Manage Institute -> Cloud Telephony Configurations.

Error 2: Outbound Call Click to Call Request Showing "Agent Details Not Found" error.

Error means Counsellor mobile number added at NPF User Manager do not exists in Knowlarity agents list. Please ask college team to map counsellor mobile numbers on NPF and Knowlarity platform.

Error 3: Outbound Call Click to Call Request Showing Error "Status=0, Error = 503"

As mentioned in telephony call logs screenshots, outbound call Click to Call API request to telephony system is responding error. Please ask college team to connect with their telephony vendor on it.

Error 4: Outbound Call Click to Call Request Showing "Executive Number is under NDNC"

NDNC: National Do Not Call Registry

"Executive Number is under NDNC" means either student or counsellor mobile number is in DND i.e. Do Not Disturb list.

• Please do test calls on a different student mobile number and reinitiate the QA testing.
• In case still same error exists, then please do test calls on a different counsellor login and reinitiate the QA testing.

Error 5: Outbound Call Click to Call Request Showing "SR Number is Expired"

SR Knowlarity: Super Receptionist Knowlarity - The telephony platform of Knowlarity

"SR Number is Expired" means that Knowlarity account of college team has been expired. Please do payment done for your SR Knowlarity account and get it re-charged.

Error 6: Inbound missed call icon on counsellor login is not updating with calls missed

Inbound missed call icon on counsellor login is dependent on ONLY Call Notification API call logs shared by the telephony vendor. Please check in case call logs are shared by the telephony vendor for respective call.

Step 1: Login NPF → Reports and Analytics → NPF Tracker → View Telephony API Logs

Step 2: Select Institute → Select Vendor → Select Date Range

Step 3: Search student mobile number in the search bar who has dialled the inbound call

Step 4: View Call Notification API logs

Step 5: Call Notification API → View Response

Step 6: Call Notification API Details

• Request: Call logs shared by the telephony vendor
• Processed Data: Call logs shared by the telephony vendor are getting processed by NPF
• Final Response: Call logs saved by NPF in our MongoDB

Step 7: Reasons: Reason for inbound missed call icon on counsellor login is not updating with calls missed by counsellor

• Case 1: No request received in Call Notification API
• Case 2: Call Notification API Request received but mobile number shared in "destination" parameter by telephony vendor is not mapped across any counsellor in User Manager
• Case 3: 
• Call Notification API Request received and mobile number shared in "destination" parameter by telephony vendor is also mapped across a respective counsellor in the User Manager. "counsellorId" and "UserId" is also created in the "final_response".
  Please get permission enabled on Google Chrome on respective counsellor laptop/desktop.
  https://support.nopaperforms.com/hc/en-us/articles/6711246191513#h_01G3BR04RX5XYJ0RY9T1BHXT2P

Error 7: Inbound Call Pop-up not coming on Counsellor Screen

Inbound missed call pop-up on counsellor login is dependent ONLY on Call Notification API call logs shared by the telephony vendor. Please check in case call logs are shared by the telephony vendor for respective call.

Step 1: Login NPF → Reports and Analytics → NPF Tracker → View Telephony API Logs

Step 2: Select Institute → Select Vendor → Select Date Range

Step 3: Search student mobile number in the search bar who has dialled the inbound call

Step 4: View Call Notification API logs

Step 5: Call Notification API → View Response

Step 6: Call Notification API Details

• Request: Call logs shared by the telephony vendor
• Processed Data: Call logs shared by the telephony vendor are getting processed by NPF
• Final Response: Call logs saved by NPF in our MongoDB

Step 7: Reasons: Reason for inbound missed call screen pop-up is not coming on the counsellor login for inbound calls routed to the respective counsellor

• Case 1: No request received in Call Notification API
• Case 2: Call Notification API Request received but mobile number shared in "destination" parameter by telephony vendor is not mapped across any counsellor in User Manager
• Case 3: 
• Call Notification API Request received and mobile number shared in "destination" parameter by telephony vendor is also mapped across a respective counsellor in the User Manager. "counsellorId" and "UserId" is also created in the "final_response".
  Please get permission enabled on Google Chrome on respective counsellor laptop/desktop.
  https://support.nopaperforms.com/hc/en-us/articles/6711246191513#h_01G3BR04RX5XYJ0RY9T1BHXT2P

Error 8: Counsellor Productivity Report not getting updated

Counsellor Productivity Report dependent on the Call Back Details API call logs shared by the telephony vendor. Please check in case call logs are shared by the telephony vendor for respective call.

Step 1: Login NPF → Reports and Analytics → NPF Tracker → View Telephony API Logs

Step 2: Select Institute → Select Vendor → Select Date Range

Step 3: Search student mobile number in the search bar who has dialled the inbound call

Step 4: View Call Back Details API logs

Step 5: Call Back Details API → View Response

Step 6: Call Back Details API Details

• Request: Call logs shared by the telephony vendor
• Processed Data: Call logs shared by the telephony vendor are getting processed by NPF
• Final Response: Call logs saved by NPF in our MongoDB

Step 7: Reasons: Reason for inbound missed call screen pop-up is not coming on the counsellor login for inbound calls routed to the respective counsellor

• Case 1: No request received in Call Back Details API
  
  
• Case 2: Inbound Call: Call Back Details API Request received but mobile number shared in "destination" parameter by telephony vendor is not mapped across any counsellor in User Manager
  
  
• Case 3: Outbound Call: Call Back Details API Request received but mobile number shared in "caller_id" parameter by telephony vendor is not mapped across any counsellor in User Manager
  
  
• Case 4: Outbound Call: Call Back Details API Request received but npfID is not shared in "npfID" parameter by telephony vendor
  
  
• Case 5: Call Back Details API Request received and mobile number shared in "destination" parameter by telephony vendor is also mapped across a respective counsellor in the User Manager. "counsellorId" and "UserId" is also created in the "final_response".
  Please connect with Product Operations team.

Error 9: New Leads Not Created via Inbound Call by New Students

New lead are created based on the Call Back Details API call logs shared by the telephony vendor. Please check in case call logs are shared by the telephony vendor for respective call dialled by new student.

Step 1: Login NPF → Reports and Analytics → NPF Tracker → View Telephony API Logs

Step 2: Select Institute → Select Vendor → Select Date Range

Step 3: Search student mobile number in the search bar who has dialled the inbound call

Step 4: View Call Back Details API logs

Step 5: Call Back Details API → View Response

Step 6: Call Back Details API Details

• Request: Call logs shared by the telephony vendor
• Processed Data: Call logs shared by the telephony vendor are getting processed by NPF
• Final Response: Call logs saved by NPF in our MongoDB

Step 7: Reasons: Reason for leads not created for incoming call dialled by new student:

• Case 1: No request received in Call Back Details API
  
  
• Case 2: A lead already exists in Lead Manager with existing mobile number either in primary mobile number field or alternate number field
  
  
• Case 3: Inbound Call: Call Back Details API Request received but student mobile number shared by telephony vendor is invalid
  
  
• Case 4: Call Back Details API Request received and student mobile number shared by telephony vendor is valid. "counsellorId" and "UserId" is also created in the "final_response".
  Please connect with Product Operations team.

 
Error 10: Leads Generated via Inbound Success Calls are Unassigned

IVR Success Lead Allocation Logic:

• Leads generated from inbound success calls dialled by new students will be assigned to the counsellor has received the call and spoked to student.
• Once an inbound call will be routed to any counsellor, a screen pop-up will appear on counsellor login
• Counsellor needs to click on the pop-up and visit lead profile.
• In case counsellor missed to click on the inbound call screen pop-up, connected call will come in the "Inbound Pending Action" icon on the top right corner of counsellor login.
• Counsellor needs to click "Inbound Pending Action" of every inbound success call he connected and visit lead profile of mentioned students.
• Once a counsellor will click on either inbound call pop-up or pending action pop-up, then lead profile will be opened and lead will be assigned to respective counsellor
• Lead assignment via Inbound Success logic is dependent on the pop-up clicked and pending action completed.

IVR Missed Lead Allocation Logic:

• Leads generated from inbound missed calls dialled by new students will be assigned to the counsellor who will be the first one to take action on the "Inbound Missed Call" icon and visit lead profile.
• Once an inbound call will be routed to any counsellor, a screen pop-up will appear on counsellor login
• Counsellor needs to click on the pop-up and visit lead profile 
• In case counsellor missed to click on the inbound call screen pop-up, connected call will come in the "Inbound Pending Action" icon on the top right corner of counsellor login.
• Counsellor needs to click "Inbound Pending Action" of every inbound success call he connected and visit lead profile of mentioned students.
• Once a counsellor will click on either inbound call pop-up or pending action pop-up, then lead profile will be opened and lead will be assigned to respective counsellor
• Lead assignment via Inbound Success logic is dependent on the pop-up clicked and pending action completed.
  
  
• Example: Let's assume that an inbound call is dialled by student S1 and call is routed firstly to counsellor C1. C1 missed the call.
  Then same call is routed to counsellor C2. C2 missed the call too.
  Then same call is routed to counsellor C3. C3 missed the call too.
  At last same call is routed to counsellor C4. C4 missed the call too.
  
  Now missed call will be shown in all C1, C2, C3 and C4 counsellor login. Lead will be be assigned to the counsellor who will be the first one to take action on the "Inbound Missed Call" icon and visit lead profile.

 
Error 14: Telephony Vendor Getting Status = 0 in Get Counsellor API Response

Scenario: Telephony vendor is making test hits on Get Counsellor API for a lead having mobile number 9123456789 but getting Status = 0 in the Get Counsellor API Response.

Get Counsellor API Status = 0 response means:

• Lead does not exist in NPF or
• Lead is unassigned or
• Lead assigned to Counsellor C1 but "Cloud Telephony Configurations" of respective counsellor is incomplete in the User Manager

Get Counsellor API Status = 1 response means:

1. Lead exist in NPF and
2. Assigned to a counsellor and
3. Respective counsellor's "Cloud Telephony Configurations" are completed in User Manager

Steps to ensure Status = 1 in Get Counsellor API Response:

• Step 1: Please ensure lead exists for a respective mobile number 9123456789
• Step 2: Please ensure lead "9123456789" is assigned to a counsellor C1
• Step 3: Please ensure that for counsellor C1, User Manager → Counsellor C1 → Cloud Telephony Configurations are completed

Error 15: Outbound Call Click to Call Request Showing "Agent already in the call" error.

Error means Counsellor who has dialled an outbound call from the Lead Manager is already engaged in another call.

• This error is shared to NPF by the telephony system on the Click to Call API.
• NPF shows the error message on the screen based on response shared by the telephony vendor.

Please ask college team to connect with telephony vendor on reason to share mentioned response.

Error 16: Outbound Call Click to Call Request to MCube Showing Error 503 "Service Unavailable"

MCube Click to Call API is responding error 503 "Service Unavailable" and "Connection Refused".

Please ask college team to connect with their telephony` vendor on it.

Error 18: Outbound Call Click to Call Request to Knowlarity Showing Error "Missing Authentication Token"

Error on counsellor Screen: Missing Authentication Token

Solution: Please check the Click to Call API Request in the telephony call logs and confirm if we are passing the authorization details as highlighted below:

If not, please configure the "Authorization" key and "Post" Method in the Telephony Extension as shown below: