Euphoria Softphone Integration with Excalibur

Euphoria Softphone Integration with Excalibur

What is the Purpose of this document? 

This guide provides an overview of the necessary steps and best practices for effectively setting up the integration and using the TMS Softphone within the Excalibur environment.


In this document, we discuss:

  1.  Adding an API Key to Excalibur from Euphoria

  2. Creating the Campaign in TMS: How to Create a Campaign

    1. Set up Webhook for Campaign: How to Create a Webhook

    2. Add the Webhook to the Campaign: How to Add a Webhook to a Campaign

Note: The Disposition webhook for Excalibur requires specific page and data settings. Please contact Euphoria support to assist with the setup of the webhook 

  1. Creating the Campaign Call List in Excalibur using Excalibur Call Campaign Builder: Contact Excalibur to Assist with this if this is your first time. 

  2. Usage of Softphone in Excalibur 


NOTE: The Campaigns call list created in Excalibur and campaign in TMS are SEPARATE. One does not update when the other is updated. 

  • If the contact information is changed in one, it needs to be separately updated in the other.

  • If a contact is added to one, it needs to be added separately to the other.

  • If a disposition is changed in one, It needs to be updated separately in the other.

  • If a target is created or updated in the one, it needs to be created or updated separately in the other.


Add API Library Key to Excalibur from Euphoria

When a client wants to work on the Excalibur platform with the Euphoria Softphone, they will need to contact a Euphoria Representative. Contact support via the Ticket Support Portal: Euphoria Ticket Portal

The Euphoria representative will need to send Excalibur the client's Company API Key to ensure that all agents have access to the softphone in Excalibur. 

Note: The API key is not added to the Excalibur front end.  Excalibur activates the dialer integration on the back end which makes it available for the client to use.  

Excalibur will confirm that they have added the API Key to the client’s company profile. 

Each Agent and Administrator will need to be set up individually in Excalibur to use the Softphone. 

Provide the Excalibur representative with the following information per user: 

  • Library Key - Similar to the API Key, the Library key essentially unlocks the library for use in other applications. If you do not have

            this key, please contact Euphoria support for assistance.

  • Extension

  • Com Port No

  • Phone Dialer Type

  • CT Agent ID

  • CT Agent Password

  • CT WS servers



Once completed, a campaign call list needs to be set up in Excalibur, and a campaign in Euphoria’s TMS. The TMS Campaign will be separate from the Excalibur campaign, thus a Webhook needs to be created and added to the TMS campaign. This will ensure that call dispositions done in Excalibur will show in the campaign call records in the TMS.



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”). 


To achieve any level of integration between systems, both may need the ability to interact via API, so find out what APIs the other system can offer before embarking on an integration project.

Note: System webhooks usage is restricted to extensions with agent functionality enabled.


Integration Centre

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. 


To create webhooks, creating the ground rules for communication in the Integration Group is necessary. Most often, these include parameters like authentication, and the particulars should be available in the other system's documentation. 


For any of the webhooks to work, the agent must be logged in to their Excalibur Account, and the TMS browser settings need to allow Excalibur redirects to open. The next section will indicate how to check the browser settings. 


Internet Settings Allow for Redirects. 

In order for some of the Webhooks to trigger, browser settings need to be checked. 


  1. On a browser window that has the TMS open, Select the Settings icon or lock icon. Select Site Settings to go to the permissions page.
  1. Ensure that Pop-Ups and redirects is switched to  Allow.

Below are the steps to learn how to create an Integration Group. Once a group has been created, webhooks can be created.

Integration Center: How to Create an Integration Group.

  1. Go to the TMS URL: https://tms.euphoria.co.za/
  2. Choose the desired account. A user needs access to the menu Item in order to complete the below steps. This menu item access is either in a Super User account or a manager account.
  3. Click on the API & Integration Center menu item. Click on the Integration Center sub-menu item.
    
  1. Click on  +Add New to add an integrations Group.

  1. Give the group the name   Excalibur (The name will represent the group under which all webhooks fall). Select the  None Authentication type. Click   Save to create the group.

  1. Once the group is created, the webhooks can be created. 2 Webhooks need to be created.
    1. Disposition
    2. Open Case

Contact Euphoria to assist with the settings. As the Excalibur URL, and parameters need to be added.

  1. Create the Campaign How to Create a Campaign
  2. Add the webhook to the campaign. How to Add a Webhook to a Campaign
    1. The webhook needs to fire on a Disposition “Event” with an “Always Fire” behaviour.


  1. Create a campaign call list in Excalibur. Please contact an Excalibur Representative to assist with creating the list and selecting the settings for the type of campaign needed. Alternatively, use the Training Manual provided by Excalibur to all their clients to set up the campaign call list.
Note: Ensure the dispositions and outcomes are the same as in the Euphoria campaign.
  1. Once the campaign call list is created Export it to the Euphoria TMS Campaign. Select the settings icon for the campaign that needs to be exported. The list will have all the campaigns available in Euphoria.

  1. Select  Export, and choose the   Euphoria Dialer.
  1. When the Euphoria Dialer is selected, the dialer settings will open. Ensure the settings are aligned with the settings of the Euphoria campaign.
    1. Campaign Name: Select the campaign created in Euphoria
    2. Campaign Description: This will be the List name that will appear in Euphoria
    3. Wrap-Up Time:  Setup as per Euphoria settings, doesn’t need to be completed.
    4. Max Call Attempts: Setup as per Euphoria settings, don’t need to be completed.
    5. Dial Ratio: Setup as per Euphoria settings, doesn’t need to be completed.
    6. Target Number: Setup as per Euphoria settings, doesn’t need to be completed.
    7. End on Target: Setup as per Euphoria settings doesn’t need to be completed.
    8. Target Goal: Setup as per Euphoria settings, doesn’t need to be completed.
    9. Dispositions: Ensure the dispositions and outcomes are the same as in the Euphoria campaign.
  1. Select  Export. The list will immediately show in the Euphoria campaign and can be activated with the campaign.
Note: From an Analytics point of view, start the campaign in Excalibur.

Usage of Softphone in Excalibur 

Click to Dial Call // Manual Call

  1. Agents to follow the normal call process in Excalibur by selecting the  Green button to start a call and the  Red button to end a call.


Preview Dialler/ Power Dialler
  1. Agent will be presented with the below screen and the matter will open on Excalibur after the call process is followed. After the call process is completed, the agent will select the Red button to end the call.

  1. The wrap-up screen will be presented to the agent to select the wrap-up.
  1. Select Continue to complete the wrap.