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:
Adding an API Key to Excalibur from Euphoria
Creating the Campaign in TMS: How to Create a Campaign
Set up Webhook for Campaign: How to Create a Webhook
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
Creating the Campaign Call List in Excalibur using Excalibur Call Campaign Builder: Contact Excalibur to Assist with this if this is your first time.
Usage of Softphone in Excalibur
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.
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:
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.
In order for some of the Webhooks to trigger, browser settings need to be checked.
Contact Euphoria to assist with the settings. As the Excalibur URL, and parameters need to be added.
Click to Dial Call // Manual Call