Ytel Phone Integration

This article was developed to describe FORTH's Ytel Phone Integration. It is organized into the following sections:

• Overview
• Prerequisites
• How to Access
• How to Use

Overview

The Ytel Phone Integration bridges your FORTH CRM account with the Ytel Contact Center to streamline your communication and automate agent workflows. This guide outlines the step-by-step setup process, including creating a dedicated integration user, mapping call dispositions to update CRM workflow statuses, and deploying Webhooks to push leads directly into dialer campaigns. 

It also details how to enable incoming "Screen Pops" that instantly surface contact records for your agents during live calls.

This integration allows the following:

• Click 2 Call
• Incoming call screen pop-up
• Ability to post CRM contacts into dialer campaigns using WebHooks
• Call Dispositions

Prerequisites

Before beginning the setup process, ensure your CRM account is provisioned for phone system integration.

• Need to subscribe? If you have not signed up for the Ytel phone integration yet, please contact sales@setforth.com or call (630) 394-6260.
• Support assistance: You may need to enlist help from Ytel's support staff during this configuration process.
• Ytel Settings Page: Once you have signed up for the phone system add-on, you will have access to the Ytel Settings Page and can begin the setup and configuration process.

How to Access

The Ytel Settings Page is where you begin with the setup and configuration of this integration. For more information on this particular page, go to the following page: 

How to Use

These setup instructions are split into 3 sections:

1. Configuring Ytel Settings in your CRM

A. Creating a Dedicated Ytel User

B. General Settings

C. User Mapping

D. Disposition Mapping

E. Adding Custom Dispositions (optional)

2. Setting Up a WebHook to Post Leads Into Your Dialer Campaign Lists

A. Create a new WebHook

B. Input the WebHook URL

C. Add Field Mappings

D. Activate the WebHook

3. Configuring Ytel Settings in the Ytel Contact Center

A. Screen Pops

4. Troubleshooting

1. Configuring Ytel Settings in your CRM.

A. Creating a Dedicated Ytel User

Once the integration has been activated in your FORTH CRM account, the user role "Ytel User" will become available. This will be used to create a dedicated user for Ytel agents to assist you in configuring your account and troubleshooting issues related to the Ytel integration. The steps are detailed below:

1. Click on the Admin tab, and select Add User from the navigation bar.

2. Fill in the fields as described below:

•     User Type dropdown: Standard
•     Username: Ytel User
•     Password: Provided by Ytel
•     Company dropdown: Select the company for which the Ytel integration has been turned on (this should be the parent company if being used by all sub-companies).
  

To edit an existing user: go to the Edit User page and follow the steps below.

3. In the "User Role" dropdown menu, select the user role "Ytel User".

4. The required fields for the user will have to be entered: 

     a. Password

     b. First Name: Ytel

     c. Last Name: User

     d. Email: support@ytel.com

NOTES:

• Account administrators should create and manage Ytel users. The FORTH support staff is not responsible for their creation, activation, or suspension. 
• A Ytel User should be activated and suspended by an account administrator if needed. 
• Each account is allowed a single Ytel user. 
• The Ytel User does not count towards your account usage and is not billed for. 

The role has the permissions listed below. It has been configured to allow Ytel agents access only to the necessary areas of your CRM. 

B. General Settings

Log in to the CRM, click on the Admin tab, and click "Settings" within the Navigation Bar.

Then select "Ytel" from the Settings page's Navigation Bar.

Next, input the information provided by Ytel in the General Settings section.                  

• Active / Running: Checking this box enables the Ytel functionality in the CRM.
• URL: This will be domain.ytel.com for agents or ycc.ytel.com for admins. (This will be the same URL your Users use to log in and operate the phone system.)
• USER: 101
• PASSWORD: To locate your password, log in to the Ytel Contact Center, navigate to the Agents tab, then click Modify that corresponds to the API User (Agent ID 101).

The password will be displayed in a Password field.

• Limit Call Logging to Company Token: Activating this checkbox allows you to limit call logging to that of your company's token only.

C. User Mapping

Location: Admin Tab > Settings > Ytel

Enter the Ytel Contact Center Agent IDs corresponding to each User in your CRM.

Phone System Agent ID: These are the Agent IDs listed in the Agents > Agent tab in your Ytel Contact Center (shown below)

D. Disposition Mapping

Location: Admin Tab > Settings > Ytel

Disposition Mapping allows you to update the Workflow Status of CRM contacts by changing their Disposition inside the Phone System. This works by mapping the Phone System Dispositions to the CRM System Dispositions and then mapping the CRM System Dispositions to a Workflow Status.

| Phone System Disposition --> CRM System Disposition --> Workflow Status |

Start by mapping the CRM System Disposition to the Phone System Disposition.

System Disposition: Select a CRM System Disposition, then input the name of the corresponding Phone System Disposition. These are the codes in the Status column inside the Ytel Contact Center and can be found here: https://ycc.ytel.com/#/campaign-status. Only Statuses with the Selectable column set to Y will be active in the system.

E. Adding Custom CRM Dispositions (optional)

Location: Admin Tab > Settings > Call Settings > Dispositions

From the Custom Disposition page, you can add Custom Dispositions by entering them in the input field or choose to exclude any of the system dispositions by checking the box next to the Disposition you would like to exclude. You may add custom dispositions in your CRM to match custom dispositions from the phone system.

TIP: Before creating custom dispositions, it is best to exhaust all the system dispositions and be careful not to create unnecessary custom dispositions. Once created, you are not able to delete a custom disposition.

System Disposition to a Workflow Status

Next, map the active CRM System Dispositions to a Workflow Status.

2. Setting Up a WebHook to Post Leads Into Your Dialer Campaign Lists.

Location: Contacts tab > WebHooks

A. Create a new WebHook.

Ensure the title describes what the WebHook is doing or where it is going.

B. Input the WebHook URL and select the Method

The URL should be: http://server/x5/api/non_agent.php?
**In many cases, your URL may be different. We recommend that you double-check with Ytel.

The Method should be GET. **Note: In most cases, the POST method would also work.

**Note: The Port and Authentication fields can be left blank.

C. Add Field Mappings.

Ytel should provide you instructions that include a list of required fields to be posted into their system. In many cases, they will only provide a very large posting string.

Here is an EXAMPLE of a Posting String:

https://YOUR_URL.ytel.com/x5/api/non_agent.php?vendor_lead_code=--A--VENDOR_LEAD_CODE--B--source=Forth+CRM&user=101&pass=xxxxxx&function=add_lead&phone_number=--A--PHONE--B--&campaign_dnc_check=Y&campaign_id=999999&list_id=888888&duplicate_check=DUPLIST&hopper_priority=99&add_to_hopper=Y&first_name=--A--FIRSTNAME--B--&last_name=--A--LASTNAME--B--

After analyzing the above Posting String, we can see the following fields are required:

vendor_lead_code 
source
user
pass
function
phone_number
campaign_dnc_check
campaign_id
list_id
duplicate_check
hopper_priority
add_to_hopper
first_name
last_name

The above list of fields will all be input as the "Field Name".

For static value fields such as user, pass, or list_id, select the Value as ---Custom Value---. This will cause a new input box to appear, where you will type the actual value of that Field Name.

For variable value fields such as first_name, phone_number or vendor_lead_code select the field corresponding to this data in your CRM. For example, you would have mapped those fields to First Name, Home Phone, and ID.

Your finished WebHook should look similar to this:

**Note: In the above image, we used a ---Custom Value--- {ANYPHONE} for the phone_number field. This allows the system to pull from any phone number field (Home Phone, Work Phone, or Cell Phone).

D. Activate the WebHook

Refer to the "How to Activate a WebHook" section in our Configuring WebHooks article.

3. Configuring Ytel Settings in your Ytel Contact Center

Location: Ytel Contact Center

This section's steps will take place inside your Ytel Contact Center. From the Campaigns > Campaign tab, click on the "Modify" icon that corresponds to your primary dialer campaign.

A. Screen Pops

When your leads call into your Ytel dialer, a "Screen Pop" will activate, pulling up the contact's file in Forth. For the Screen Pop functionality to work, the caller must already exist as a contact inside Forth.

Location: Ytel Contact Center > Campaigns > Campaign tab > Modify Campaign page

Input the URL below into the Web Form field.

VARhttps://login.forthcrm.com/index.php?module=contacts&page=lookup&phone=--A--phone_number--B--

Note: You may need to change the portion of the example URL "login.forthcrm.com" to the domain your users log in to. If your users don't log in to the same domain as in the URL, the Screen Pops will NOT function. 
 

Next, scroll down and set Get Call Launch to the option "Web form." This directs Ytel to launch the URL you placed in Web Form on the previous step in a separate window when a call is answered. When you are finished with your selections, click Save at the top right of the page.

4. Troubleshooting

Screen Pops not working

• Make sure popups are not blocked by the browser.
• Ensure the Lookup URL is set up for the campaign from which the calls are being answered. (Section 3, A)
• Make sure the Lookup URL is using the correct domain users are logging into. They may be finding a window pops open to a login screen instead of the account they are already logged into. (Section 3, A)

Call Dispositions / Call Logging not working

• Double-check that the dispositions are mapped on the Ytel Settings page. (Section 1, D)
• Ensure the contact has a "Vendor Lead Code" in the Ytel Contact Center. Ytel's Vendor Lead Code corresponds to the contact's ID in Forth. This is how Ytel can locate and add the call log to the correct contact file in Forth. If the contact does not have a Vendor Lead Code, Forth will attempt to locate a contact by their primary Phone Number. If neither is present, the call log will fail.

Leads not going into a campaign

• Check Webhook results and see if there are any error messages. (Section 2, D)
• Check that the Webhook is posting to the correct list_id. (Section 2, C)
• Make sure none of the Field Names in the post are off. There should be no capital letters, so check the spelling.

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