We have built a basic API structure that can be used with most Vicidial Phone Systems. Below are general instructions to allow Click-to-Dial, Contact Screen Pops and Call Logging. As systems vary you may need to enlist help from the phone system you are trying to integrate's support staff.
*To access the Vicidial Settings Page your account will need to have signed up for a phone system integration. If you have not and are interested please contact email@example.com
Location: Admin Tab > Settings (navigation bar) > ViciDial (navigation bar)
From this screen you will be able to enter the Posting URL and user information to activate Click-to-Call abilities in the CRM. Start by entering the information provided by your phone system in the General Settings section. The URL, API User and Password should be at an account level meant to facilitate the integration, this is usually not your general user login information.
Next if you have already created users in the phone system enter the agent ID that corresponds to the user in your CRM. The CRM user is listed on the left and the "Phone System Agent ID" input fields are provided on the right. So in our example the User "Test One" has a corresponding user in the phone system "test1". Be sure to enter the "Phone System Agent ID" exactly as it exists in the phone system, otherwise the integration will not function.
You are able to map phone system dispositions from the ViciDial system into the CRM and facilitate Workflow Status updates. Start by mapping the CRM disposition to the Phone System Disposition. In the example below we are mapping the CRM disposition (drop-down menu, left side) to the Phone System Disposition (input field, right side). The Phone System Dispositions should be entered as they exist in the Vicidial System.
Now that we have the disposition from the Vicidial system mapped to the CRM disposition we can setup so when a call is logged the contact's Workflow Status is updated to a corresponding status. In the example below we have setup so when a user dispositions a phone call within Vicidial "Example Phone Dispo" it will add a call log with the CRM disposition "Example Dispo" and then update the workflow status of that contact to "
Adding Custom Dispositions
The CRM includes some standard dispositions such as Busy, Connected, Disconnected, etc... The Vicidial system should contain similar dispositions that should be mapped to these but you can also create custom dispositions if needed. Go to the Custom Disposition page (Location: Admin Tab > Settings > Call Settings > Dispositions) and you can choose to exclude any of the system dispositions or add Custom ones by entering them in the input field and clicking "Save".
*Note: Before creating custom dispositions it is best practice to exhaust using all the System Dispositions and to be careful not to create un-needed custom dispositions. Once created you are not able to delete a custom disposition.
WebHook URLs for Phone System
You will now need to provide some information to the support staff of the Vicidial system you are trying to integrate for the Screen Pop and Call Dispositions to function. You will need to enter these URLs in the campaign settings.
Set the following URL in the field "Webform" and set "Get Call Launch" to the option "Webform" this directs the vicidial system to launch the URL in a seperate window when a call is answered.
*Note: You may need to change the portion of the example URLs "login.debtpaypro.com" to the domain your users login to. The domain on the WebHook needs to match the domain the user login with otherwise the Screen Pop URL will not function.
The following WebHook allows the Vicidial system to add call logging along with the call disposition.
"api_key" - if not provided you will need to request an API Key from support (email requesting a Vicidial API Key at firstname.lastname@example.org). This will be a string needed for the disposition posting to be accepted.
If the vicidial system you are using supports post call recording URL you can add an additional parameter to the disposition URL like below to include the location of the recording.