Agent Panel Lookup Web Hook

Introduction

The goal of the Agent Panel Lookup Web Hook is to give customers real-time screen pop capabilities for calls as they are connected to Call Distributor agents. This feature is commonly used for custom lookups in databases, CRM or Helpdesk platforms.

Each Call Distributor can be assigned it's own Agent Panel Lookup configuration. The Agent Panel Lookup Web Hook GET request is sent to your web service while the Call Distributor is attempting an agent.

Setting Up the Agent Panel Lookup Web Hook

The Agent Panel Lookup configuration is accessed in the last page of the Call Distributor configuration under “Screen-Pops Notifications”. Click "Create New Screen-Pop Notification" or "Edit Selected Configuration".

Within an Agent Screen-Pops Configuration select the box for "Do your Own Lookup Mashup". Enter the URL of your web service and change the parameter name for callerid if desired.

Dynamic Parameters

The actual data about the phone call sent to your server is contained in the dynamic parameters. These parameters are automatically sent with each GET request.

Each of the dynamic parameters is explained below.

• callerid - Phone number of the caller. Parameter name can be changed if desired.
• DNIS - Dialed Number for the call
• SID - Unique session Id for the call.
• AGENTID - Agent we are attempting to dial

Include SourceTrak Data

Check the box for "Include SourceTrak Data" and the following parameters will be included in the request (if available for the call):

• rank - a general confidence indicator between 1 and 5 of how a phone call is matched to a source. A lower rank indicates a higher confidence.
• search_term - the literal search string (keywords) that resulted in the display of a phone number on your website.
• referer - the full referring domain that resulted in the display of a phone number on your website.
• base_uri - the landing page of your website where the SourceTrak phone number was initially displayed.
• activity_keyword - The SourceTrak pool activity that triggered the number display.
• displayed_timestamp - the date and time (listed in Eastern time) that the SourceTrak phone number was first displayed on your website.
• ip_address - the IP address of the visitor during SourceTrak session.
• document_title - Title of the initial page view during SourceTrak session.
• browser - Web Browser used during SourceTrak session.
• os - Operating system used during SourceTrak session.

Web Hook Response

The response to the Agent Panel Web Hook from your web service can be text or HTML and will display in the "Custom Lookup" area of the agent panel notification message.

Agent Experience

Example Look-up Response via Agent Panel