General Information about Integration

1. Computer Telephony Integration

Computer Telephony Integration (CTI) is a technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is used to describe desktop-based interaction for helping users be more efficient, it can also refer to server-based functionalities.

Common functions provided by CTI applications:

• Screen Pop-up – Call information display
• Dialing – Automatic dialing and computer-controlled dialing
• Phone control – Includes call control and feature control
• Transfers – Coordinated phone and data transfers between two parties
• Contact center – Allows users to log in as a contact center agent and control their agent state
• Call routing – The automatic routing of calls to a new destination
• Advanced call reporting functions – Using the detailed data that comes from CTI to provide better-than-normal call reporting
• Voice recording integration – Using data from CTI to enrich the data stored against recorded calls

2. Integration in Tegsoft

Tegsoft widely supports industry-standard technologies and infrastructures to develop software for integrations. For this purpose, Tegsoft develops software and contact center solutions in many coding languages such as .Net, Java, PHP, Delphi, C. Therefore, in the documents shared by Tegsoft, it is explained how it can perform functions rather than a programming language-based narrative.

In general, Tegsoft PBX and contact center integrations are provided to meet the following needs and use cases with integration with business intelligence such as CRM/ERP/E-Commerce.

1. For screen pop to show customer information on an agent's screen, the phone system pulls the data from a CRM. (Screen pop is also known as CTI pop, call pop-ups, and automatic screen pops).
2. Defining customer information to Tegsoft infrastructurefor the following reasons:
   1. Getting customer calls with different scenarios using criteria such as recognized/unrecognized, customer in group or not.
   2. Customer call history is recorded with a unique number and is accessible through the software.
   3. Customer information can be displayed on the agent desktop.
   4. Information of the customer waiting in the queue (skill) can be displayed.
   5. In the status panel, the call can be followed and the name of the person speaking during the call can be displayed.
   6. A call can be initiated using the click-to-call feature using the Tegsoft infrastructure from the software infrastructure.
3. Mass call can be initiated from the software infrastructure by using the Tegsoft infrastructure.

Tegsoft API infrastructures shall be used in order to provide the basic requirements mentioned above.

2.1. Tegsoft Rest APIs and API Documentation

API integration is the connection between two or more applications via their APIs (application programming interfaces) that allow systems to exchange data sources. Tegsoft provides detailed APIs that allow many programming languages such as .NET, Java, PHP, Python, JavaScript to interact with communication services such as Voice, SMS, WhatsApp, Webchat.

API documentation is the technical content that documents the APIs. It includes instructions on how to effectively use and integrate the API. 

Further information can be reached at https://apidocs.tegsoft.com/.

2.2. Webhooks

A webhook in web development is a method of augmenting or altering the behavior of a web page or web application with custom callbacks. These callbacks may be maintained, modified, and managed by third-party users and developers who may not necessarily be affiliated with the originating website or application. They are usually triggered by some event, such as pushing code to a repository. When that event occurs, the source site makes a request to the URL configured for the webhook. Users can configure them to cause events on one site to invoke behavior on another.

2.3. Events

Tegsoft's equivalents of the events mentioned in the webhook definition above are detailed in the titles given below. These events are examined under two main headings, consistent with the settings in the Tegsoft software. One of them is CTI screen pop-up and the other is Webhook management.

2.3.1. CTI Screen Pop-up

A screen pop-up is a window that appears on a call center agent's desktop that displays different information depending on whether the call is inbound or outbound. A screen pop is able to appear on the agent’s desktop by leveraging the computer telephony integration (CTI).

Tegsoft offers its customers the option of screen pop-up integration by utilizing CTI technology. For more detailed information, please review the CTI Integration article.

2.3.2. Webhook Management

Tegsoft offers its customers the option to make a request to the URL configured for the webhook for event types. These event types, sample integration URLs, sample outputs and related Tegsoft APIs are detailed below.

➤ WEBCHAT_ENTERQUEUE 

This event type refers to the configuration of the webhook that will be triggered when a webchat call enters the queue.

Sample Integration URL:

http_post://https://www.sample.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_ENTERQUEUE

Sample Output:

https://sample.tegsoftcloud.com/Tobe/view/Webchat?service=createWebchatSession&CHATID=92793c4d-2c90-4283-864a-6107d202a206&CONTID=0221f910-9595-4538-954c-4bcd80ad6b4c&FIRSTNAME=John&LASTNAME=Doe&EMAIL=john.doe@sample.com&PHONE=+12119081&SUBJECT=Sales&TRUNKID=MobileApp1&HISTORY={"messages":[{"messageText":"Welcome, how can I help you?","messageType":"text","party":"agent","messageId":"785bec73-0c27-4f3f-98c5-bcd9949ca956","messageDate":1616484890000}]}

Related Tegsoft API:

https://apidocs.tegsoft.com/#93a0cbc0-a844-4a02-a58e-9391b95ff871

➤ WEBCHAT_CONNECT

This event type refers to the configuration of the webhook that will be triggered when a webchat call is connected.

Sample Integration URL:

http_post://https://www.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_CONNECT

Sample Output:

PARAMETERS - WEBCHAT_CONNECT:
PARAMETERS - WEBCHAT_CONNECT(UTF-8):
CONTENT:{
"chatStatus":"active",
"agent":"Agent",
"begindate":"2022-01-12 15:32:13.44",
"chatid":"5879b38f-bc13-4c42-b716-a1dff4a6ca28",
"dataVersion":"1.1",
"contactName":"John Doe",
"sessionStatus":"OPEN",
"engineType":"WEBUI",
"agentName":" Richard Miles",
"skillEvent":"STARTSESSION",
"skillName":"Sales Support",
"contid":"c4bbf3ff-cb49-46a0-b162-f4ab4dbcde55",
"contact":"c4bbf3ff-cb49-46a0-b162-f4ab4dbcde55",
"skill":"a7633d0c-7275-4996-a1cb-7c9297488535",
"writerStatus":"none",
"contactDisplayName":"John Doe",
"messages":[
{"messageContentHtmlEscaped":"true",
"messageText":"Welcome, How can I help you?",
"messageType":"text",
"welcomeMessage":"True",
"messageId":"98a02eb0-dc47-4f10-9d61-c7c038870d7a",
"messageDate":1641990734481,
"party":"agent",
"nameOfMessageOwner":"Agent"},
{"messageContentHtmlEscaped":"true",
"messageText":"Hello!",
"messageType":"text",
"messageId":"3260644b-c906-4b3a-b3f4-d13ab0b68176",
"messageDate":1641990737089,
"party":"contact",
"nameOfMessageOwner":"John Doe"}],
"waitTime":39}

Related Tegsoft API:

https://apidocs.tegsoft.com/#0726a90a-0344-47a4-a88b-6d09f266fa1a

➤ WEBCHAT_COMPLETECALLER

This event type refers to the configuration of the webhook that will be triggered when a webchat call is completed by the caller.

Sample Integration URL:

http_post://https://www.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_COMPLETECALLER

Sample Output:

PARAMETERS - WEBCHAT_COMPLETECALLER:
PARAMETERS - WEBCHAT_COMPLETECALLER(UTF-8):
CONTENT:{
"chatStatus":"active",
"agent":"Agent",
"begindate":"2022-01-12 15:46:25.764",
"chatid":"3625cb6e-38ed-4f9a-936a-2ee1bea2a7b0",
"dataVersion":"1.1",
"contactName":"John Doe",
"sessionStatus":"OPEN",
"engineType":"WEBUI",
"agentName":" Richard Miles",
"skillEvent":"CONNECT",
"skillName":"Sales Support",
"contid":"ea3c88a3-9079-466a-b792-76065ece833a",
"contact":"ea3c88a3-9079-466a-b792-76065ece833a",
"skill":"a7633d0c-7275-4996-a1cb-7c9297488535",
"writerStatus":"agent",
"contactDisplayName":"John Doe",
"messages":[ 
{"messageContentHtmlEscaped":"true",
"messageText":"Welcome, How can I help you?",
"messageType":"text",
"welcomeMessage":"True",
"messageId":"7b40fefb-64fb-4a9f-b452-addfa559ed46",
"messageDate":1641991586794,
"party":"agent",
"nameOfMessageOwner":"Agent"},
{"messageContentHtmlEscaped":"true",
"messageText":"Hello!",
"messageType":"text",
"messageId":"c4b9445c-dd12-412e-a55e-e5e7e84020a2",
"messageDate":1641991589677,
"party":"contact",
"nameOfMessageOwner":"John Doe"},
{"messageContentHtmlEscaped":"true",
"messageText":" Can I give information about your products please?",
"messageType":"text",
"messageId":"a0fff17e-43fe-49ab-b9ca-d6fe7f9aad40",
"messageDate":1641991617107,
"party":"contact",
"nameOfMessageOwner":"John Doe"}],
"waitTime":116}

Related Tegsoft API:

https://apidocs.tegsoft.com/#0c53312e-7ecd-4b39-ae77-18732155b879

➤ WEBCHAT_COMPLETEAGENT

This event type refers to the configuration of the webhook that will be triggered when a webchat call is completed by the agent.

Sample Integration URL:

http_post://https://www.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_COMPLETEAGENT

Sample Output:

PARAMETERS - WEBCHAT_COMPLETEAGENT: 
PARAMETERS - WEBCHAT_COMPLETEAGENT(UTF-8):
CONTENT:{
"chatStatus": "closed",
"agent": "Agent",
"begindate": "2022-01-13 13:23:34.214",
"chatid": "abfec8b6-ae00-4b4e-b54a-c7744f29a68a",
"dataVersion": "1.1",
"contactName": "John Doe",
"sessionStatus": "CLOSED",
"engineType": "WEBUI",
"agentName": "Richard Miles",
"skillEvent": "COMPLETEAGENT",
"skillName": "Sales Supoort",
"contid": "770ec1af-036e-47ac-a3c5-fa317e1333c5",
"enddate": "2022-01-13 13:27:17.422",
"contact": "770ec1af-036e-47ac-a3c5-fa317e1333c5",
"skill": "a7633d0c-7275-4996-a1cb-7c9297488535",
"writerStatus": "none",
"contactDisplayName": "John Doe",
"messages": [
{"messageContentHtmlEscaped": "true",
"messageText": "Welcome, How can I help you?",
"messageType": "text",
"welcomeMessage": "True",
"messageId": "e2ed03fa-66f6-46c5-8790-5a16e1e68ca0",
"messageDate": 1642069415244,
"party": "agent",
"nameOfMessageOwner": "Agent"}, 
{"messageContentHtmlEscaped": "true",
"messageText": "I'm terminating the conversation because I cannot get an answer for a long time. See you again!",
"messageType": "text",
"messageId": "dae26731-8ac2-4393-9e5f-e96a3c0926b5",
"messageDate": 1642069425808,
"party": "agent",
"nameOfMessageOwner": "Agent"}],
"waitTime": 223}

Related Tegsoft API:

https://apidocs.tegsoft.com/#71cdb865-5092-4520-8415-00bec15e1156

➤ WEBCHAT_ABANDON

This event type refers to the configuration of the webhook that will be triggered when there is an abandon webchat call.

Sample Integration URL: 

http_post://https://www.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_ABANDON

Sample Output:

PARAMETERS - WEBCHAT_ABANDON:
PARAMETERS - WEBCHAT_ABANDON(UTF-8):
CONTENT: {
"chatStatus": "offered",
"agent": "Agent",
"begindate": "2022-01-12 15:44:36.508",
"chatid": "cfae6161-f65a-4aba-b45f-e9d443dc2461",
"dataVersion": "1.1",
"contactName": "John Doe",
"sessionStatus": "OPEN",
"engineType": "WEBUI",
"agentName": "Richard Miles",
"skillEvent": "STARTSESSION",
"skillName": "Sales Support",
"contid": "c4bbf3ff-cb49-46a0-b162-f4ab4dbcde55",
"contact": "c4bbf3ff-cb49-46a0-b162-f4ab4dbcde55",
"skill": "a7633d0c-7275-4996-a1cb-7c9297488535",
"writerStatus": "none",
"contactDisplayName": "John Doe",
"messages": [
{"messageContentHtmlEscaped": "true",
"messageText": "Welcome, How can I help you?",
"messageType": "text",
"welcomeMessage": "True",
"messageId": "fd2ea332-0238-4996-90c7-84ccb74126d8",
"messageDate": 1641991477535,
"party": "agent",
"nameOfMessageOwner": "Agent"}],
"waitTime": 1}

Related Tegsoft API:

https://apidocs.tegsoft.com/#ab094145-3b9a-475a-80ff-f6aaa470c824

➤ WEBCHAT_CONTENTUPDATE

This event type refers to the configuration of the webhook that will be triggered when content is updated in an active webchat session.

Sample Integration URL: 

http_post://https://www.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_CONTENTUPDATE

Sample Output:

PARAMETERS - WEBCHAT_CONTENTUPDATE:
PARAMETERS - WEBCHAT_CONTENTUPDATE (UTF-8):
CONTENT: {
"chatStatus": "active",
"agent": "Agent",
"begindate": "2022-01-12 15:32:13.44",
"chatid": "5879b38f-bc13-4c42-b716-a1dff4a6ca28",
"dataVersion": "1.1",
"contactName": "John Doe",
"sessionStatus": "OPEN",
"engineType": "WEBUI",
"agentName": "Richard Miles",
"skillEvent": "CONNECT",
"skillName": "Sales Support",
"contid": "c4bbf3ff-cb49-46a0-b162-f4ab4dbcde55",
"contact": "c4bbf3ff-cb49-46a0-b162-f4ab4dbcde55",
"skill": "a7633d0c-7275-4996-a1cb-7c9297488535",
"writerStatus": "contact",
"contactDisplayName": "John Doe",
"messages": [
{"messageContentHtmlEscaped": "true",
"messageText": "Welcome, How can I help you?",
"messageType": "text",
"welcomeMessage": "True",
"messageId": "98a02eb0-dc47-4f10-9d61-c7c038870d7a",
"messageDate": 1641990734481,
"party": "agent",
"nameOfMessageOwner": "Agent"}, 
{"messageContentHtmlEscaped": "true",
"messageText": "Hello!",
"messageType": "text",
"messageId": "3260644b-c906-4b3a-b3f4-d13ab0b68176",
"messageDate": 1641990737089,
"party": "contact",
"nameOfMessageOwner": "John Doe"}], 
"waitTime": 90}

Related Tegsoft API:

https://apidocs.tegsoft.com/#df9ced69-78f0-4623-8d2d-98c3181bce52
https://apidocs.tegsoft.com/#b70bf57c-e6a6-4c61-929e-d841f4990811

➤ WEBCHAT_CREATE

This event type refers to the configuration of the webhook that will be triggered when a webchat session is created.

Sample Integration URL: 

http_post://https://www.tegsoftcloud.com/Tobe/app/ApplicationServlet?externalService=debugRequest&WEBCHAT_CREATE

Sample Output:

PARAMETERS - WEBCHAT_CREATE:
PARAMETERS - WEBCHAT_CREATE(UTF-8):
CONTENT:{
"chatStatus":"active",
"agent":"Agent",
"begindate":"2022-07-19 16:36:38.155",
"chatid":"dd10d5b4-b978-4431-913d-1a5d27bd4823",
"dataVersion":"1.1",
"contactName":"John Doe",
"sessionStatus":"OPEN",
"engineType":"WEBUI",
"agentName":"Richard Miles",
"skillEvent":"STARTSESSION",
"skillName":"360Dialog",
"contid":"d4657b52-f22b-4ea8-b109-efdf03a77b82",
"contact":"d4657b52-f22b-4ea8-b109-efdf03a77b82",
"skill":"02eeb955-c24b-49dd-869b-5d5ab8f2cbcb",
"writerStatus":"none",
"contactDisplayName":"John Doe",
"messages":[
{"messageContentHtmlEscaped":"true",
"messageText":"Welcome, How can I help you?",
"messageType":"text",
"welcomeMessage":"True",
"messageId":"c353495b-d7d5-489b-a8c3-c381b89aa7b4",
"messageDate":1658237799238,
"party":"agent",
"nameOfMessageOwner":"Agent"}],
"waitTime":32}

Related Tegsoft API:

https://apidocs.tegsoft.com/#93a0cbc0-a844-4a02-a58e-9391b95ff871

➤ MANUALOUTBOUND_HANGUP

This event type refers to the configuration of the webhook that will be triggered whena voice manual outbound call initiated through the agent is hung up.

Sample Integration URL: 

http_post://https://www.mycrm.com?parameter=webhook&called_number={DID}&caller_extension={SRC}

http_get://https://{{SERVER}}?callID={CALLID}&started_At={CALLDATE}&answered_at={ANSWERED_AT}&ended_at={ENDED_AT}&file_link={FILELINK}&disposition={DIALSTATUS}&lastData={LASTDATA}&callDuration={CALLDURATION}&ringTime={RINGTIME}&SRC={SRC}&DST={DID}

Possible Parameters:

• CONTTYPE  ➔  The parameter value is VOICE.
• LOGTYPE  ➔  The parameter value is AFTERCALL.
• UID  ➔  Unique user ID of the agent who initiated the call.
• DID   ➔  Dialed phone number.
• SRC  ➔  EXTEN number of the agent.
• UNIQUEID  ➔  The unique ID number of the call. 
• PHONE ➔  The phone number of the customer. 
• SKILL  ➔  Reserved for future use, empty for now.
• SKILLNAME  ➔  Reserved for future use, empty for now.
• DIRECTION ➔  The direction of the call. The parameter value is OUTBOUND.
• CAMPAIGNID  ➔  Reserved for future use, empty for now.
• CONTID  ➔  Matches contact unique ID.
• CLID ➔  The display ID number or name of the caller.
• TRUNKID ➔  The ID number of the trunk.
• ROUTEID ➔  The unique ID number of the route.
• ENGINETYPE  ➔  Reserved for future use, empty for now.
• CHANNELSTATE ➔  Current channel state.
• CALLDATE ➔  The start (initiation) date of the call.
• CALLID ➔  ID number of the call.
• ANSWERED_AT ➔  The answer date of the call. 
• ENDED_AT ➔  The hang-up date of the call. 
• LASTDATA ➔  Hangup causes. (COMPLETECALLER, COMPLETECALLEE, NO ANSWER, BUSY)
• DIALSTATUS  ➔  Call results. (BUSY, NO ANSWER, ANSWER, CANCEL)
• RINGTIME ➔  Ring duration in seconds.
• CALLDURATION ➔  Call duration in seconds.
• FILELINK  ➔  Link of recording file.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.