Getting started with WIT

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Contents

Introduction

The Web Integration Tool (WIT) is a software add-on for AskoziaPBX and allows browser notifications for incoming calls as well as integration of CRM, ERP and ticket systems.

Browser Notifications

The browser notification plug-in of the Web Integration Tool can be downloaded

General activation and setup of browser notifications and CRM integration can be done in the Web Integration Tool menu of the Services tab.

Web Integration Tool in AskoziaPBX

In order the transmit notifications about incoming calls to registered browser plug-ins, the browser notification service first needs to be activated in the Status section.

Notifications can be enabled for

  • only for internal calls,
  • only for inbound external calls,
  • or for both types of calls.
Browser notifications without CRM integration

TheCRM contact link field is only displayed after a CRM system has been integrated. If this option is enabled and the incoming caller ID known in the CRM system, browser notifications for inbound calls coming from this caller ID link to the respective CRM record.

Browser notification settings after CRM integration


Activation for Single Users

After the browser plug-in for the Web Integration Tool has been downloaded and activated in AskoziaPBX, its services can be activated for the respective SIP phone accounts of the users. This way, the password can be created that is required for authentication.

Activating browser notifications for SIP phone account


3rd-Party Integration

In addition to general browser notifications for incoming calls, 3rd-Party Integration allows to select and connect to a CRM system system. The required log-in data vary for each CRM provider. After entering the log-in data, they need to be verified by clicking on Verify.

Selecting a supported CRM system

If the log-in data for the selected CRM system have been successfully verified, the selected CRM system can be used with AskoziaPBX. Also, additional settings appear.

The Lookup Timeout specifies the maximum amount of seconds to search the selected CRM system for a record matching the incoming caller ID.

Optionally, activating Caller ID Lookup replaces an incoming caller ID by the name assigned to the caller ID in the CRM system.

Settings after a supported CRM system has been selected

Clicking on Save saves all settings and activates browser notifications and CRM integration in AskoziaPBX as far as configured.


WebIntegration module for CFE

The Web Integration Tool also provides the new WebIntegration module for the Call Flow Editor. The WebIntegration module enables notifications about incoming calls for one or more users. It requires the WIT browser plug-in to be installed and can be used multiple times within a call flow.

Choose the extension of the user you want to inform about an incoming call. This can be a single extension but also a call group. In case of a group, all group members receive the same notifications at the same time.

The priority specifies how notifications appear in the browser. It affects for how long a notification is displayed as well as its modal behavior. For example, a high priority won't allow a notification to just disappear after short time but requires the user to click on the notification to have it disappear.

The text entered in the Notification field will be displayed to users in the notification window of the browser. Used variables are resolved before being displayed and could be one of the following examples:

  • ${CALLERID(num)} - Number of the caller
  • ${CALLERID(name)} - Name of the caller
  • ${CALLERID(rdnis)} - Number of the person, that has transferred the call
  • ${TICKET_NUMMER} - Example of a user-defined variable
  • ${PRIORITY_FROM_CRM} - Priority, affects for how long a message is displayed

The URL field can be used to add a link to the browser notification. The URL needs to be extracted from the CRM, ERP or ticket system that is to be integrated. By clicking on the browser notification, the user can open the respective URL. Variables may be used here as well, for example to point to a specific entry in a CRM or ticket system. The variables are resolved before the browser notification is displayed.


Example: ticket notification for single extension

To use the WebIntegration modul for a single extension, it simply needs to be put in front of a Extension module. The desired extension needs to be entered in both the Extension and the WebIntegration module.

Combining WebIntegration and Extension modules

Additionally to the extension, the priority and a titel need to be specified. In this example, the notification displays the name and number of the caller by means of the ${CALLERID(name)} and ${CALLERID(num)} commands. The URL links to the Zendesk ticket related to the entered ticket number ${TICKET_ID}. Instead of "yourcompany", your own company needs to be entered in the URL field as used in Zendesk.

ticket notification for single extension


Example: CRM data for incoming caller ID for call group

Similar to single extensions, the WebIntegration module may also be used for call groups. For the previous example, you'd simply need to select the extension of the desired call group instead of a single extension in both the Extension and WebIntegration module.

The following example goes one step further as a the WebIntegration module is followed by a Queue module. As call queues can't be directly selected in the WebIntegration module, a call group could be created containing the same members (agents) as the call queue. In this case, make sure that the call group and call queue share the same members for all of them to receive the browser notification about incoming calls.

Combining WebIntegration and Queue modules

In this example, the notifications show the name of the caller and the priority by means of the ${CALLERID(name)} and ${PRIORITY_FROM_CRM} commands.

The URL links to the CRM contact related to the incoming caller ID ${CALLERID(num)}.

CRM data for incoming call for call group


CRM Integration

Google Contacts

1. In order to integrate Google Contacts in AskoziaPBX, click on the following link and create a new project: https://console.developers.google.com

How to integrate Google Contacts into AskoziaPBX, step 1/15
How to integrate Google Contacts into AskoziaPBX, step 2/15

2. After a new project has been created, search for the Contacts API and activate it for the new project.

How to integrate Google Contacts into AskoziaPBX, step 3/15

3. In the next step, the log-in data, Client ID und Client Secret, can be created.

How to integrate Google Contacts into AskoziaPBX, step 4/15
How to integrate Google Contacts into AskoziaPBX, step 5/15
How to integrate Google Contacts into AskoziaPBX, step 6/15
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How to integrate Google Contacts into AskoziaPBX, step 8/15

4. Now, the newly created Client ID can be opened to display its Client Secret.

How to integrate Google Contacts into AskoziaPBX, step 9/15
How to integrate Google Contacts into AskoziaPBX, step 10/15

5. Client ID and Client Secret are now to be entered in the web interface of AskoziaPBX, in the Web Integration Tool menu of the Services tab.

How to integrate Google Contacts into AskoziaPBX, step 11/15

6. Log into the Google account, whose contacts should be accessed, and enter the authentication code in the Web Integration Tool of the Services tab of AskoziaPBX as well.

How to integrate Google Contacts into AskoziaPBX, step 12/15
How to integrate Google Contacts into AskoziaPBX, step 13/15
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How to integrate Google Contacts into AskoziaPBX, step 15/15


Salesforce

In order to integrate Salesorce, five authentication information are required, as shown in the screenshot below. User and Password are the same as for logging into Salesforce.

Salesforce CRM integration into AskoziaPBX

1) To receive a Consumer Key and a Consumer Secret, an app needs to be created in Salesforce. Go to "Platform Tools" -> "Apps" -> "App Manager" to enter the "Setup" page" and click on New Connected App.

Creating new connected app in Salesforce, step 1/2

2) At this point, only the information on the right side, under Select OAuth Scopes, are relevant. The Callback URL isn't required at this point, but is recommended to be "localhost".

Creating new connected app in Salesforce, step 2/2

3) After saving, the Consumer Key and Consumer Secret are displayed under "API".

Receiving Salesforce consumer key and secret

4) To receive the Security Token, click on your profile symbol in the upper right corner of the web interface. Then, click on "Settings" -> "My Personal Information" -> "Reset My Security Token".

Receiving Salesforce security token, step 1/2
Receiving Salesforce security token, step 2/2


Solve360

In order to integrate the Solve360 CRM system with AskoziaPBX, the following log-in data are required.

  1. User: The user name is usually an e-mail address.
  2. API Token for this user: See solve360.com/api/introduction/#authentication
Solve360 CRM integration into AskoziaPBX

After entering both the user name and API token, they need to be verified by clicking on Verify. If they've been successfully verified, the log-in data need to be saved by clicking on Save. If the log-in data have been saved, more settings appear.


SugarCRM

1) To integrate SugarCRM, the CRM URL first needs to be determined in the SugarCRM web interface. To do so, click on "Admin" -> "Profile" -> "Advanced" -> "URL".

Determining the SugarCRM URL

2) At this point, either an existing SugarCRM user account can be used, or a new one needs to be created.

3) Finally, the CRM URL, user name and password need to be entered in the Web Integration Tool menu of the Services tab of the AskoziaPBX web interface.

SugarCRM integration into AskoziaPBX


Vtiger

The following steps are required to integrate the Vtiger CRM system in AskoziaPBX.

1) Open the Vtiger web interface and copy the CRM URL, consisting of the web protocol and the host URL, as shown in the screenshot below.

Determining the Vtiger CRM URL

2) Now, the Access Key of the registerd user needs to be determined in the Vtiger web interface. To do so, go to "HOME" -> "My Preferences" -> "USER" -> "User Advanced Options" -> "Access Key". By means of his access key, this user is to be used to request information from the CRM system.

Determining the access key in Vtiger

3) Finally, URL, user name and access key need to be used in the Web Integration Tool menu of the Services tab of the Askozia web interface.

Vtiger CRM integration in AskoziaPBX
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