Integrate SmarterTrack with VoIP systems

Applies to SmarterTrack 8.x - 12.x

To improve the efficiency of customer service and sales staff, businesses can integrate their VoIP phone systems with SmarterTrack's call logging features. When implemented, a new call log window will open in the agent's Web browser whenever the agent received a new call with applicable fields auto-completed by SmarterTrack. NOTE: At this time, VoIP integration with SmarterTrack is contingent on the VoIP system supporting Web service calls or calls to an external URL.

There are two methods administrators can use to implement VoIP integration: (1) the creation of call log data via SmarterTrack's Web services or (2) the automatic call log popup initiated by the VoIP software. Choosing which implementation method to deploy depends on the VoIP software and your specific business needs.

Using Web Services for VoIP Integration
If you choose this method, the VoIP software will need to be configured to execute the CreateCallLog2 method outlined in the SmarterTrack Automation with Web Services document.

Using the VoIP Software's External URL Support for VoIP Integration
If you choose this method, the VoIP software will need to be configured to automatically open the following URL when a new call is received:

  • http://[PortalUrl]/CallLogs/frmCallLog.aspx
In addition, query string values may also be passed along with this URL to automatically complete the call log form with data from your VOIP software. The following is a list of possible query string values:
  • Subject - Auto-completes the subject field of the call log window.
  • Phone - Auto-completes the phone field of the call log window.
  • Name - Auto-completes the name field of the call log window.
  • Email - Auto-completes the email field of the call log window.
  • GroupId - Auto-selects the appropriate group in the group field of the call log window.
  • AgentId - Auto-selects the appropriate agent in the agent field of the call log window.

For example, an administrator that wants the VoIP software to automatically open a call log with the subject, phone, name, email, group and agent fields populated would use a URL like:

  • http://portal.example.com/CallLogs/frmCallLog.aspx?subject=test&phone=111-111-1111&name=Bob&email=test@example.com&groupid=1&agentid=2

NOTE: SmarterTools recommends encoding query string data that could potentially break the continuity of the URL. SmarterTrack will handle the decoding of this data.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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