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ECI Voice Connector Variable Phone Number Support

Fecha de publicación: Aug 21, 2024
Descripción
The variable phone number support feature has some extra setup steps necessary for the user object upon installation of the package. The user object will now have three new fields which will be directly related to information for three CTIs: Aircall, Dialpad, and Ringcentral. In this document, I will lay out the extra steps needed to utilize variable phone number support.
Solución

User Fields

Upon installation of the Voice Connector package, the user object will have three new fields:
  1. Aircall User Identifier
  2. Dialpad User Identifier
  3. Ringcentral User Identifier
Screenshot 2023-11-05 at 9.56.28 PM.pngBy default, these fields are not set as visible, so the admin needs to click on each field and click on “Set Field-Level Security”.
Screenshot 2023-11-05 at 9.58.28 PM.png The visibility needs to be checked for which user profile should be using these fields. Then click “Save”.
Screenshot 2023-11-05 at 10.00.04 PM.pngAfter that, the fields then need to be added to the user layout.

Each of these will have setup steps below on what information can be used to fill these fields with the correct information to match the user to their respective CTI account.
 

How to Access User Identifier Information

 

Aircall


For Aircall, we can use two sources of information to use for the unique identifier: User ID or User Email. Both information is located on that particular users profile page. I’ve detailed the locations on the page for each information below:
Screenshot 2023-11-05 at 10.04.44 PM.pngIn this case the value can be set in the two cases below:
  1. Aircall Unique Identifier: 931756
or
  1. Aircall Unique Identifier: cgonzalez+eci@altimetrik.com
 

Dialpad


For Dialpad, we can only get the email information from the user page. However, if you have access to the API, you can fetch user information that has the user ID.

Can access the user email on the user’s profile page as shown below:
image
If you have access to the API, you can do a GET fetch from the endpoint https://dialpad.com/api/v2/users and get back a list of your accounts users. From here, you can get the User ID for the specific user you want. The key ID information is bolded. 
{
  "admin_office_ids": [
    "4984512090112000"
  ],
  "company_id": "4741518183268352",
  "country": "us",
  "date_active": "2022-08-15T21:21:00.738000",
  "date_added": "2022-08-15T21:09:27.135000",
  "date_first_login": "2022-08-29T18:12:17.649000",
  "do_not_disturb": false,
  "emails": [
    "tsegull@salesforce.com"
  ],
  "first_name": "Justin",
  "group_details": [
    {
      "do_not_disturb": false,
      "group_id": "6367796233404416",
      "group_type": "department",
      "role": "admin"
    }
  ],
  "id": "5296465605984256",
  "image_url": "https://dialpad.com/avatar/initials/DP.png?version=bbcf539815dc2311ddf632e8400c012d",
  "is_admin": true,
  "is_available": true,
  "is_on_duty": false,
  "is_online": true,
  "is_super_admin": true,
  "job_title": "<h1>hello</h1>",
  "language": "en",
  "last_name": "Barker",
  "license": "talk",
  "muted": false,
  "office_id": "4984512090112000",
  "phone_numbers": [
    "+15512905823"
  ],
  "state": "active",
  "timezone": "US/Pacific"
}
 

RingCentral


For RingCentral, we can only use the user’s extension ID to match the user with, and you can only get this information by using the RingCentral API. Here are the steps below.

Go to the API site: https://developers.ringcentral.com/api-reference
The landing page has some information on how to use the API. From here we can view the left-side bar and select “Address Book”
Screenshot 2023-11-14 at 3.44.37 PM.png
From this page:
  1. Open the “Internal Contacts” dropdown
  2. Select “Get Company Directory Entries”
    1. This is the API endpoint where we will get all our call coaching users information from
  3. Click the “Sign in to try it out” button
Screenshot 2023-11-14 at 3.45.56 PM.png
The orange sign button will have you authenticate and then select an API Reference preference. Pick the one that matches your org’s situation. For my testing purposes it was “Sandbox”
Screenshot 2023-11-14 at 2.09.10 PM.pngWhen you select that you should see a success screen.
Screenshot 2023-11-14 at 2.09.18 PM.pngAnd the orange button should now say “Try it out”. Click the button.
Screenshot 2023-11-14 at 2.09.02 PM.png
On the right hand side is where we’ll be viewing our data from the endpoint. It should ideally be a 200 OK meaning our request was successful. Click the dropdown arrow for "records" and we should see all the users that we have set up with RingCentral.
Screenshot 2023-11-14 at 3.52.26 PM.pngFind the user we are wanting to match to with our user on the Salesforce side, and copy their “id” value.
image

In the user’s information page set that id as the value for RingCentral Identifier and now the user should be correctly matched to their RingCentral account.
image
 
 
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Salesforce Help | Article