integrations:api-telephony

API Telephony: requests generated by phone calls, and client inquiry history

You can process client requests faster and easier by using the function that automatically creates client requests when clients phone the call center. You can do this with Pyrus API.

When a client calls, Pyrus automatically creates a request that opens in a new window in your browser. It’s very convenient, and you don’t have to go to your Inbox to start working on the request.

When the call comes in, dial in the POST/calls method to register the call and create the request. When the operator answers, dial in the POST/calls method to make the request open in a new tab. When the call ends, the PUT calls method adds information about the call to the request: the number, the call’s duration and time, and the recording of the call.

Setting up the extension

1.To set up the integration, go into the user section in the top right corner of the screen. Select Extension and hit API telephony.

Note: to access the Extension section of a user profile, you need Admin rights.

More about rights and access

Pyrus tip: you can connect the function directly from a selected form. Go to the Forms section in the menu on the left, and select the form you need:

Open the Setting page, and select API Telephony from the list of available extensions:

2.Select the form for the request automatically generated from the call.

In the window that opens, press Set up.

Now, you need to fill out the fields in the selected Pyrus form with the information coming into the API telephony system. In other words, you’re going to attach the API data to the form fields. Some fields have to be automated in this way for the extension to work.

If these fields don’t exist in the form you’ve selected, you can create them here, with just a couple of clicks.

Pyrus Tip: set up a Contact type field for the Responsible field; a Phone type field for the incoming and receiving phone numbers; a Time type field for the call start and end times; and a Number type field for the call duration.

3.Copy the integration GUID — a unique identifier that you’ll need when dialing in the POST calls function, so that the system can determine what form to use for the generated request. Use this number to dial in POST calls.

Read more about the methods for dialing in functions in the API section.

How to turn off or delete the extension

Go into Extension, and click on the form under the API Telephony banner. At the bottom of the page that opens, press Suspend.

Now, automatically generated requests from phone calls will not appear as Pyrus tasks, until you turn the integration back on.

To delete the integration altogether, go into the extension settings, and hit Reset\Turn off settings.

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