TMS Integration Centre - Webhook Creation

The Euphoria API (Application Programming Interface) is a web service that can interact with other systems to achieve several tasks. Some of these tasks may be actions the system can perform, such as dialling a number or retrieving certain information for use in another system like a CRM application (hereafter referred to as the “target system”). 

The Integration Centre has two primary uses: 

1. To send data to another system, this may be information such as numbers, call duration, attending agent or even call outcomes. 

2. To query and retrieve information from the other system, often based on information available in the call, such as the number calling in or supplied by an agent, such as a reference/ticket number.

To converse with the other system, the Integration Centre allows the creation of “webhooks”. A webhook is essentially a way to talk to an API on the other system for processing (whatever that may involve), meaning it needs to understand (and be configured for) how the API on the other system expects to interact. 

How to Create the Case Look Up Webhook

1. Go to the TMS URL: https://tms.euphoria.co.za/.

2. Choose the desired account. (A user needs access to the menu item to complete the below steps).

3. Click on the API& Integration Center menu item.

4. Click on the Integration Center sub-menu item.

5. When more than one integration group exists, select the correct Integration group.

6. Click on the down arrow next to the Actions tab.

7. Click on the Add Webhook button. 

8. Give the webhook a name: Used to identify the webhook, it is helpful to make this descriptive.

9. Select the AJAX Get Webhook Type.

10. Select the URL Webhook Data Type.

11. Select the Do not Show Response Type, which is how the target system wants the response to be handled.

12. Add the URL that the webhook needs to access. 

http://localhost:16301/casemanager/agent/case/open

13. Add a parameter: 

• Name: case_reference

• Parameter Value: {CALL_CRMTAG}

14. Click the Test and Configure button. Click Save to create the webhook.

How to Create the Integration Webhook

Follow Steps 1- 11 from the Case Look-Up Webhook

12. Add the URL that the webhook needs to access. 

http://localhost:16301/casemanager/agent/call/disposition

13. Add 11 parameters: 

Parameter 1:

• Name: dispo_category

• Parameter Value: {CALL_DISPOSITION}

Parameter 2:

• Name: dispo_utcome

• Parameter Value: {CALL_OUTCOME}

Parameter 3:

• Name: case_reference

• Parameter Value: {CALL_CRMTAG}

Parameter 4:

• Name: agent

• Parameter Value: {EXTENSION_NO}

Parameter 5:

• Name: phone_number

• Parameter Value: {CALL_NUMBER}

Parameter 6:

• Name: sipcallid

• Parameter Value: {CALL_SIPID}

Parameter 7:

• Name: calldate

• Parameter Value: {DATETIME}

Parameter 8:

• Name: duration

• Parameter Value: {CALL_DURATION}

Parameter 9:

• Name: direction

• Parameter Value: {CALL_DIR} 

Parameter 10:

• Name: notes

• Parameter Value: {CALL_NOTES} 

Parameter 11:

• Name: queue_name

• Parameter Value: {CALL_QUEUE}

14. Click the Test and Configure button. Click Save to create the webhook.

How to Create the Manual Case Lookup Webhook

Follow Steps 1- 11 from the Case Look-Up Webhook

12. Add the URL that the webhook needs to access. 

http://localhost:16301/casemanager/agent/case/open

13. Add a parameter: 

• Name: case_reference

• Parameter Value: {AGENT_INPUT_1}

14. Click the Test and Configure button. Click Save to create the webhook.

Once a webhook has been created, it can be added to a queue or campaign. Please follow the link to the How to Guides: 

How to Add a Webhook to a Queue 

How to Add a Webhook to a Campaign

Webhooks in Use

From the agent's point of view, the webhooks can be seen when the agent is on a call. 

Open Case Webhook.

Call History Webhook.