Based on the benefits of integrating the CommPeak Dialer with a CRM system, we can offer you a middle-ground solution: integrating the Dialer with a custom Webhook adapter Incoming Request Global. This allows you to seamlessly inject leads from any source while utilizing all the automation rules.

Benefits

• Inject your leads into Dialer from any resource via API.
• Create rules that split, and route leads to campaigns using a smart decision logic tree.
• Agents can view your lead information page with an embedded remote iFrame that displays additional lead data directly from your CRM.

Enabling the Feature

If you are interested in the feature, you can submit a support ticket with a request to enable it. After permission has been granted, you can proceed with the next steps.

Setting Up an Incoming Request Global Adapter

To create and configure a remote adapter, complete the following steps.

Step 1: Create a Remote Adapter

1. Go to Settings > CRM Integrations Management.

   

2. Click Add New Integration.

3. Choose Incoming Request Global under Adapter Type.

4. Complete the creation form with the following details:

   1. Enter your desired name for integration.

   2. Set 1 under Realtime Refresh Interval.

   3. Select the Is Active HLR Lookup checkbox if you want each lead injected into the Dialer to have its phone number validated by the CommPeak LookUp service, providing alerts about its status.

   4. Select the Active checkbox to enable this adapter integration.

      

   5. In Hook Username, enter the username of your account for accessing the CommPeak Dialer API.

   6. In Hook Password, enter the account password.

   7. CRM name for refresh request URL and Refresh Request URL are optional fields. If your system requires automatic requests to notify you about updated leads on your end, we offer to send these requests with a time gap (from and till) that indicates the lead update period needed by the webhook.
      To disable this feature, set 'disable' in both fields. Otherwise, specify '*' and your URL endpoint for POST requests, including the form parametersfrom and till in DateTime format.

   8. URL for lead details IFrame: We allow you to open a remote URL (via IFrame or a new tab) during the lead call bridge with your agent. Simply insert your URL, and it will redirect to the lead's data.
      The original_identifier placeholder will include your lead ID based on your field mapping configuration.
      Example: https://your_crm_domain.com/lead-info?{original_identifier}

      

5. Click Create.

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URL for lead details IFrame - what is needed?

Ensure that all your agents have the necessary permissions to view the URL content page before enabling this feature.

To display your page content as an IFrame within the Dialer, ensure that your server allows this functionality. You can learn more info about IFrame content in the Predictive Dialing article.

Step 2: Perform Fields Mapping

1. Go to the newly created adapter and click Fields Mapping in the Actions column.

   

2. Map the Dialer fields to the corresponding remote fields (your lead fields) based on your logic. Be sure to configure the following settings:

   • Original Identifier -> Lead ID and

   • Phone -> Phone

     

Step 3: Configure Import Groups

1. Go to the newly created adapter and click Import Groups in the Actions column.

   

2. Click Add New Input Group.

   

3. Fill form data according to the example:

   1. Enter a name for the new group.

   2. Select the Use this Import Group checkbox.

   3. Define how you would like to treat duplicate leads.

      

4. Click Create.

5. Now you have two endpoints: Leads and Statuses that allow you to inject data. Follow the link to learn more about the Dispatch Leads API endpoint.
   Create rules for your new endpoints:

   

   1. On the Input Groups page, go to Rules in Actions.

   2. Click Create New Rule.

      

   3. Configure your rule automation logic based on your specific requirements.

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      Rule setup example

      In this scenario, we filter specific affiliates based on their designated language and 'online' hot leads, then route them to a targeted campaign with weight boosting. This approach prioritizes leads in the predictive call queues.

      

   4. Ensure your automation rules are properly configured, and prioritize them based on your specific needs.

      

6. You are ready to go! Continue working with your new Dispatch Leads API endpoint.

Lead Fields

Mandatory

The fieldsid, phone and last_updated_atmust be sent over all requests.

*"id"                   => "lead id",
*"phone"                => "Phone",
*"last_updated_at"       => [
                'name'      => 'Last updated at',
                'type'      => 'datetime'
            ],

Optional

"first_name"            => "First Name",
"last_name"             => "Last Name",
"campaign"              => "Campaign",
 "source"               => "source",
 "affiliate"            => "Affiliate",
  "country"             => "Country",
"language"              => "Language",
  "status"              => "Status",
  "agent"               => "Agent",
 "email"                => "Email",
"desk"                  => "Desk",
 "business_unit"        => "Business Unit",
  "registration_date"    => [
                'name'      => 'Registration Date',
                'type'      => 'datetime'
            ],
"last_login_date"        => [
                'name'      => 'Last login date',
                'type'      => 'datetime'
            ],
"first_deposit_date"     => [
                'name'      => 'First Deposit date',
                'type'      => 'datetime'
            ],

HTTP Responses

Logging

Incoming requests to your endpoints are located on Settings > CRM Integrations Management > CRM Incoming Requests.

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IMPORTANT

• All datetime formats are in UTC.
• Client API request source IP should be included in the account's IP ACL.