Post Call Action Web Hook

Introduction

The goal of Post Call Action Web Hook is to give customers real-time data collection abilities for calls as they complete, with a myriad of call detail information at their fingertips. Functionally, the Post Call Action interface assists the customer to generate a fully-qualified web URL which is then "filled in" with the dynamic information corresponding to the call that the customer wants and launching a "REST" API call to a specified web server. This will deliver the desired data in near real-time as each call completes. The data reported by a Post Call Action can be simple or complicated -- a powerful capability leveraging the same everyday technology used to surf the web.

Calls can have multiple Post Call Actions, further empowering any and all interested parties with only the information they need.

Post Call Action gives you the ability to specify "dynamic parameters" in the URL that act as placeholders for call-specific data. These so-called placeholders are chosen in the Post Call Action configuration interface from a dynamically-generated list based on the value of the "Post Call Action Option" drop-down list. It's as easy as adding a new dynamic parameter, inputting an identifier for it in the newly available text box, and choosing one of the dynamic placeholder values from the corresponding drop-down list. When a Post Call Action is executed, these placeholder values are first substituted with the corresponding pieces of call-specific information before the process is completed. As many or as few of the available placeholders can be used, in any order.

Setting Up Post Call Actions

The Post Call Action configuration is accessed by clicking Developer Tools --> Post Call Actions. As mentioned above you can have multiple Post Call Actions. To create one, click the "Create a new Post Call Action" link towards the bottom left.

Give the Post Call Action a name and set "Active" to "Yes." You can disable it at anytime without having to delete it by setting it to "No" and saving.

Enable the Post Call Action for "All Calls" to trigger it at the end of all phone calls in your account including inbound, outbound, and click-to-calls. Alternatively, it can be set to "Configured Numbers Only" to only execute the Post Call Action at the end of calls to phone numbers specifically configured to trigger the Post Call Action.

The Target URL is the location of your server to which data will be sent. Both http:// and https:// are supported. The URL can contain sub-folders if your file does not exist at the root level of your web server (e.g. http://example.com/sub-folder/postcall_handler.php).

The Target URL can also include optional static parameters. These are handy when you have some data or token you'd like to send along.

For example, if calls in your account are for a specific client, you can include a static parameter such as:

and that static parameter will be sent along with the other data you request. If you would like to send more than one static parameter, use the "&" between each pair:

The Post Call Action Option should be left on "Call Detail Information" for now. The "Google Analytics®" option is used to send call information to your Google Analytics® account and is configured separately within the SourceTrak Application.

Set the Method to either GET or POST depending on your needs.

Dynamic Parameters

The actual data about the phone call that gets sent to your server are contained in the dynamic parameters. You can specify what information you want to receive and how it will be labeled.

To add a dynamic parameter click the green plus button. Select one of the parameters from the drop-down menu and then enter a name for this parameter. The name will be the key for this parameter and what you will use to access it when the data is transmitted to your web server.

Each of the dynamic parameters is explained below.

• Date/Time - Date and time the call started in Eastern time.
• SID - Unique session Id for the call.
• Call Type - Inbound, Outbound, Click-To, etc.
• First Action - The first action to handle the call such as a Virtual Receptionist.
• Last Action - The last action taken on a call.
• All Actions - List of all actions taken.
• Click Description - The description (name) of the Click-to-Call that initiated the call if applicable.
• Click ID - The ID of the Click-to-Call that initiated the call if applicable.
• Called Number - Which of your local or toll free numbers was dialed.
• Caller ID - The phone number of the person who called.
• Intelligent Minutes - Time spent in a Find Me or Virtual Receptionist waiting to connect the call.
• Talk Minutes - Time spent while two parties are connected.
• Enhanced Minutes - Time spent while the call is recorded.
• Rounded Intelligent Minutes - Same as above but rounded up.
• Rounded Talk Minutes - Same as above but rounded up.
• Rounded Enhanced Minutes - Same as above but rounded up.
• Call Duration - The length of the call in minutes.
• Transfer Type - If the call is transfered using a Virtual Receptionist, Click-to-XYZ, etc.
• Transferred to Number - If the call is transferred the number it was transfered to.
• Phone Label - Text string label configured for a phone number within Phone Routing.
• *Lookup - Last Name - Last Name captured by Reverse Lookup service.
• *Lookup - First Name - First Name captured by Reverse Lookup service.
• *Lookup - Street Address - Street Address captured by Reverse Lookup service.
• *Lookup - City - City captured by Reverse Lookup service.
• *Lookup - State - State captured by Reverse Lookup service.
• *Lookup - ZIP Code - ZIP Code captured by Reverse Lookup service.
• Recording Duration (seconds) - Duration of Call Recording.
• Call Transfer Status - The result of a call transfer if one occurred.
• NetGet Status - The result of a SurVo NetGet or IVR Webhook if one occurred.
• Call Distributor Name - Name of the Call Distributor if the call went to one.
• Call Distributor ID - The building block ID of the Call Distributor if the call went to one.
• Call Distributor Call Type (Inbound or Outbound) - The call type for a Call Distributor call.
• Call Distributor Agent Name - Call Distributor Agent that received / placed the call if applicable.
• Call Distributor Agent ID - Call Distributor Agent ID that received / placed the call if applicable.
• Call Distributor Time to Answer - The duration from the time a caller enters the queue until connected to an agent measured in seconds.
• Call Distributor Queue Hold Time - The duration a caller spends in queue regardless if they connect to an agent measured in seconds.

* Value only available when Reverse Lookup Service is enabled.

Include SourceTrak Information

When SourceTrak is enabled using SEO or PPC pools, there are additional parameters available in the Post Call Action (Does not apply to one-to-one calls)

When "Include SourceTrak Information" is enabled, all available SourceTrak parameters are included in the Post Call Action request.

Each SourceTrak parameters is explained below.

• st_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.
• st_search_term - The literal search string (keywords) that resulted in the display of a phone number on your website.
• st_referer - The referring domain that resulted in the display of a phone number on your website.
• st_baseuri - The landing page of your website where the SourceTrak phone number was initially displayed.
• st_activity_keyword - The SourceTrak pool activity that triggered the number display.
• st_displayed_timestamp - The date and time (listed in Eastern time) that the SourceTrak phone number was first displayed on your website.
• st_ip_address - The IP address of the visitor during SourceTrak session.
• st_document_title - Title of the initial page view during SourceTrak session.
• st_browser - Web Browser used during SourceTrak session.
• st_os - Operating system used during SourceTrak session.
• st_ibp_custom - Optional custom value passed into SourceTrak
• st_ibp_unique_id - Optional unique id value passed into SourceTrak.
• st_pid - Unique identifier for the SourceTrak session.
• st_domain_set_id - Id of the SourceTrak Domain Set for the number called.
• st_gclid - Google Click Id captured from a Google Adwords visit.
• st_google_ua_client_id - Google Universal Analytics Client Id captured during the SourceTrak session.
• st_pool_name - SourceTrak pool name for the number called.
• st_location_name - When displaying multiple numbers (locations) on a page, indicates which location received the call.
• st_sourceguard - Indicates if call was to a SourceGuard number.
• st_campaign - Ad Campaign captured by SourceTrak session or default value set in SourceTrak configuration.
• st_platform - Ad Platform captured by SourceTrak session or default value set in SourceTrak configuration.
• st_url_tag - The PPC ad or url parameter that led to the phone call.

Include LeadFlow Information

When LeadFlow is in use, there are additional parameters available in the Post Call Action.

When "Include LeadFlow Information" is enabled, all available LeadFlow parameters are included in the Post Call Action request.

Each LeadFlow parameters is explained below.

• call_date - Date and time the call started in Eastern time.
• leadflow_set_name - The name defined for the LeadFlow set that processed the call.
• leadflow_id - The building block ID for the LeadFlow set that processed the call.
• destination_name - The user-defined name for the destination that received the call.
• destination_number - The phone number of the destination that received the call.
• source_name - The user-defined name used to apply LeadFlow Source Rules to specific phone numbers.
• phone_label - The user-defined name for the source number that received the call.
• source_number - The inbound phone number that received the call (aka Dialed Number).
• tag - (if defined) user-defined value for source that received the call.
• caller_id - The phone number of the caller.
• source_qualified - Indicates qualification based on source rules.
• destination_qualified - Indicates qualification based on destination rules.
• rerouted - Indicates if a repeat caller was sent to the same destination based on reroute timeframe.
• repeat_source_caller - Indicates if a caller has called more than once within the timeframe defined for the "Unique Caller Duration" in the Source rules.
• talk_minutes - Duration that caller and destination were connected rounded up to the tenth of the minute.
• talk_seconds - Duration that caller and destination were connected in raw seconds.
• total_minutes - Duration that caller was connected to DialogTech platform rounded up to the tenth of the minute (aka (talk seconds + intelligent seconds) rounded up to the tenth of the minute)).
• total_seconds - Duration that caller was connected to DialogTech platform in raw seconds.
• call_duration - Duration that caller was connected to DialogTech platform rounded up to the minute.
• source_price_per_call - (if defined) user-defined dollar value for a qualified call for the given source.
• destination_price_per_call - (if defined) user-defined dollar value for a qualified call for the given destination.
• sid - Unique identifier for a call on the DialogTech platform (aka session ID).
• previous_qualified_source_call - Identifies a previous source qualified call from the same caller that has been updated to unqualified when this call was marked qualified.
• previous_qualified_destination_call - Identifies a previous destination qualified call from the same caller that has been updated to unqualified when this call was marked qualified.

If a CAKE integration is enabled for your LeadFlow set, two additional parameters are included:

• cake_affiliate_id - The numeric CAKE identifier for an affiliate associated with the DialogTech inbound phone number.
• cake_offer_id - The numeric CAKE identifier for an offer associated with the LeadFlow Destination.

Configuring Phone Number Post Call Action Settings

Phone numbers can be configured to trigger a specific Post Call Action, account-wide Post Call Actions, or no Post Call Action at all.

To edit the Post Call Action settings for a phone number, select "Phone Routing" from the "Call Routing" tab. On the Phone Number Routing page select the configure icon for the desired phone number.

On the Phone Number Configuration page, click "Advanced Options" and select the desired option from the "Send Post Call Data for" drop-down:

• Account-Wide Post Call Actions - calls to the phone number will execute all active Post Call Action configured for "all calls."
• A Specific Post Call Action - calls to the phone number will only execute the specific Post Call Action selected.
• No Post Call Actions - calls to the phone number will not execute any Post Call Actions.

Configure any other applicable settings for the phone number and click the "Save Routing" button.

When configuring a pool in SourceTrak or an Ad Group in Call Extensions, you'll find the Post Call Action setting on step 3 of the routing configuration: "Post Call Action & Analytics."