Telephony Integration APIs - Overview

Telephony Integration APIs - Overview

Overview

Meritto CRM integrates with telephony service providers to facilitate seamless inbound, outbound, and campaign-based calling. While all calls are executed by the telephony service provider, Meritto ensures efficient call routing, real-time tracking, automated notifications, and structured logging.

This document provides an overview of the key APIs used in telephony integration, their role in handling different call flows, and how telephony service providers can integrate with Meritto CRM.

APIs Used in Telephony Integration

APIs Used in Inbound Call Flows

  1. Get Counselor API (Call Routing API): This API is used by the telephony service provider to determine the assigned counselor for inbound calls.
    1. Use Case: 
      1. When an inbound call lands on the telephony system, the service provider calls the Get Counselor API to retrieve the assigned counselor for the lead. 
    2. API Flow: 
      1. The telephony service provider sends an API request with the caller’s phone number. 
      2. Meritto CRM checks if the lead exists and returns the assigned counselor details. If no counselor is assigned or if its a new lead being generated from telephony, the call follows a fallback logic.
  2. Call Notification API (Call Pop-Up API): This API triggers a real-time pop-up notification in Meritto CRM when an inbound, outbound, or campaign call is routed to a counselor.
    1. Use Case:
      1. Displays caller details before the counselor picks up the call.
      2. Allows counselors to access the lead’s profile directly from the pop-up.
    2. API Flow:
      1. The telephony service provider sends a request when a call is routed to a counselor.
      2. Meritto CRM triggers a pop-up notification displaying the lead’s details. The counselor can navigate to the lead’s profile for context.
  3. Callback API (Call Log API): This API ensures that all call activities are recorded in Meritto CRM after the call is completed.
    1. Use Case:
      1. Logs call duration, outcome (answered, missed), and call recordings (if available).
      2. Updates the lead’s timeline with call history.
    2. API Flow:
      1. The telephony service provider sends an API request after a call ends.
      2. Meritto CRM logs call details under the lead’s profile.
      3. The call status updates in the Missed Calls Notification Center.

APIs Used in Outbound Call Flows

  1. Click-to-Call API (Outbound Calling API): This API enables one-click outbound calling directly from Meritto CRM, eliminating the need for manual dialing.
    1. Use Case:
      1. Counselors can initiate calls from the Lead Profile or Application Profile with a single click.
      2. Reduces manual dialing errors and improves efficiency.
    2. API Flow:
      1. The counselor clicks on the call button in Meritto CRM.
      2. An API request is sent to the telephony service provider to initiate the call.
      3. The service provider dials the lead’s number and connects it to the counselor.
  2. Callback API (Call Log API): This API ensures that all call activities are recorded in Meritto CRM after the call is completed.
    1. Use Case:
      1. Logs call duration, outcome (answered, missed), and call recordings (if available).
      2. Updates the lead’s timeline with call history.
    2. API Flow:
      1. The telephony service provider sends an API request after a call ends.
      2. Meritto CRM logs call details under the lead’s profile.
      3. The call status updates in the Missed Calls Notification Center.

APIs Used in Campaign Call Flows

  1. Campaign Calling Notification API: This API triggers a real-time pop-up notification when a campaign call is connected.
    1. Use Case:
      1. Enables bulk call execution without requiring counselors to dial each lead manually.
      2. Provides call context before answering.
    2. API Flow:
      1. The telephony service provider dials a lead from the campaign list.
      2. When the call is connected, an API request is sent to Meritto’s Campaign Calling Notification API.
      3. A campaign call pop-up appears for the assigned counselor.
  2. Campaign Callback API: This API logs the campaign call details in Meritto CRM after the call ends.
    1. Use Case:
      1. Logs call duration, outcome, and call recording for campaign calls.
      2. Updates counselor productivity metrics.
    2. API Flow:
      1. The telephony service provider sends an API request after the call ends.
      2. Meritto CRM logs the call under the lead’s profile.

How to Integrate Meritto CRM with a Telephony Service Provider

  1. Configure Telephony Vendor: 
    1. Navigate to CRM > Extensions > Telephony.
    2. Select Manage Telephony Settings and add the telephony service provider details.
    3. Define inbound, outbound, and campaign call routing preferences.
  2. Implement API Calls:
    1. For inbound call routing, configure the Get Counselor API to fetch counselor details.
    2. For real-time call notifications, implement the Call Notification API.
    3. For logging call details, integrate the Callback API.
    4. For outbound call execution, enable the Click-to-Call API.
    5. For campaign-based calling, implement the Campaign Calling Notification API.
  3. Test the Integration
    1. Place test inbound and outbound calls to verify API interactions.
    2. Check whether:
      1. Calls are routed to the correct counselor.
      2. Pop-up notifications appear on Meritto CRM.
      3. Call logs are correctly recorded post-call.
  4. Monitor API Logs
    1. Access Telephony API Logs in Meritto CRM to track live API requests.
    2. Debug any integration issues using API response logs.

Benefits of Telephony Integration in Meritto CRM

  1. Automated Call Routing – Ensures leads connect with the right counselor.
  2. Real-Time Pop-Up Notifications – Helps counselors prepare for calls before answering.
  3. Seamless Click-to-Call Functionality – Reduces manual effort in outbound calling.
  4. Comprehensive Call Logging & Reporting – Captures call details for tracking and compliance.
  5. Multi-Vendor Support – Institutions can integrate multiple telephony providers for failover and optimized routing.

Conclusion

Meritto’s telephony integration APIs provide institutions with a scalable and structured approach to managing lead communication. By integrating with telephony service providers, institutions can automate call routing.enable one-click outbound calling, receive real-time call notifications, maintain a comprehensive call history.
For a detailed API request structure and response format, refer to Meritto’s API Documentation provided to telephony service providers.