Click to Call

1 Introduction #

This document outlines the requirements for integrating a call extension feature into a Customer Relationship Management (CRM) platform. This integration will streamline communication between support agents and customers by enabling direct calls from within the CRM interface.

2 Overview: #

The click-to-call extension integration will allow users to make and receive calls directly within the CRM platform. This feature aims to enhance efficiency, improve customer service, and provide a seamless experience for support agents.

3 Objectives: #

• Enable users to initiate calls to customers from within the CRM interface.
• Provide automatic call logging for each customer interaction.
• Improve response time and resolution by integrating call functionality with existing support workflows.

4. Functional Requirements: #

4.1 Call Initiation:

• Users should be able to initiate calls directly from contact profiles in the CRM.
• The interface should display relevant contact information, such as phone numbers, for easy access.

4.2 Call Handling:

• Upon initiating a call, users should have the option to use either their computer’s microphone and speakers or an integrated desk phone.
• Call controls (e.g., mute, hold, transfer) should be accessible within the CRM interface during active calls.

4.3 Call Logging

• Each call made or received should be automatically logged in the CRM system, associating it with the respective customer record.

5. Access through API #

• Supported HTTP request method: GET

API Link:

• API Endpoints:
  • ClickToCallAPI:
    • GET /ClickToCallAPI?phone_number=xxx&email=xxx&token=xxxx: Initiates call to specific phone number through Getdesk email address of a agent.
• Mandatory Fields :
  • phone_number: The phone number of a customer.
  • email : Email of an agent to retrieve extension(User mapping) from Getdesk for call initiation.
  • token: A token will be provided by Voxcrow.
• Response Format:
  • The API should return success or error message in JSON format
• Responses:
  • Status code: 405 – Invalid request method
  • Status code: 401 – Unauthorized due to invalid token
  • Status code: 400 – API mandatory parameters are missing
  • Status code: 404 – No data found
  • Status code: 500 – Internal sever error
  • Status code: 200 – Call initiated successfully
• Security:
  • Ensure API security measures are in place, such as authentication and authorization.
  • API can also be used using postman because by providing valid email of an agent along with a valid token authentication.