Configuring the Bluerock Phone Dialer

With Bluerock's seamless integration, agents can take advantage of Forth while keeping a consistent, productive workflow in their current environment.

Integration Details

• Click 2 Call
• Incoming Call Pop-Up
• Ability to post into campaigns using WebHooks
• Call Dispositions
• Call / Voicemail Recordings
• Pull contacts based on Workflow Status

How to Access

Before you can use these features, you must have a Bluerock phone system subscription. If you need to sign up, contact sales@setforth.com or call (630) 394-6260. Once your account is ready:

1. Log in to the FORTH CRM using the web address (domain) your team uses daily.
2. Go to the Admin tab.
3. Select Settings.
4. Click Bluerock Phone.

How it Works

Follow these steps to link your accounts and start making calls:

1. Configure General Settings

1. Click the button to create a Bluerock Connect Token (if you do not already have one).  NOTE: The Bluerock Web Connector Endpoint reflects the domain you are logged in with; if you are logging in through a domain you do not usually use or plan on having a custom login domain created, make sure and adjust the Endpoint with Bluerock. Bluerock needs the Endpoint to be for the same domain your users will be logging into the CRM from. 
2. Copy the Connect Token and the Web Connector Endpoint displayed on the screen. These items are what Bluerock uses to access your FORTH account for some of integration's functionality.
3. Action: Email these two items to support@1bluerock.com, requesting that they provide the API ID and API Hash. 

[SCREENSHOT: General Settings with 'Search Company-wide Only' checkbox highlighted].

2. Enter API Details

1. The Bluerock Support team will reply with an API ID and an API Hash. Usually, the API ID is a 2 or 3-digit number, and the Hash is a 32-digit text string.
2. Paste these into the matching text fields on the FORTH Bluerock settings page.
   
3. Enter the Bluerock URL: https://web103.1bluerock.com/communicator.
   

This should be the same for all accounts, but confirm the correct URL with Bluerock. 

3. Match Your Users (User Mapping)

1. Scroll to the User Mapping section.
2. Match each Bluerock username to the correct FORTH user.
3. Note: You must type the Bluerock username exactly as it appears in their system (watch for capital letters and spaces) or the phone functions will not work for that person. Any discrepancies (differences in case, spacing, or spelling) will affect this integration.
   

4. Enable AI Summaries and Transcripts

This feature automatically creates a written record of your calls.

1. Enable transcripts in your Bluerock portal first.
2. In FORTH, check the box labeled Receive Call Summary and Call Transcript.
3. Results: After a call (lasting at least 15 seconds), the AI will save a summary in the Notes tab and a full transcript in the Uploaded Files tab of the contact's record.

5. Managing Dialing Lists

The system uses "WebHooks" and API searches to find which clients to call.

• Automatic Lists: Bluerock can find contacts based on their "Status" (like "New Lead").
• Specific Lists: For more control, you can tell Bluerock to pull from a specific List ID (e.g., status=List:12345) instead of a general status.
• Pre-Dial Check: The CRM automatically double-checks that a contact is valid right before dialing, ensuring you don't call someone who has already been moved out of your queue.

Affiliate Users

* Only users from the company from which the admin user is logged in will be displayed. If you are trying to activate or edit Bluerock settings for affiliate company users, you will need to log in as an admin from that affiliate that has access to the settings page. 

It may be necessary to temporarily change the user role of an affiliate user and log in as them to make edits for the Bluerock settings. 

Also, you must configure the General Settings section on the Bluerock setting page (Active / Running, Bluerock URL, API ID, and API Hash values) the same as the parent company. 

WebHooks

WebHooks can be set up to post leads to a specific campaign. 

Bluerock can pull leads in based on their workflow status and a WebHook may not be necessary. Most likely you would want to set up a WebHook in a situation where you have leads importing through a data source that you wish to have immediately added to the top of a campaign in Bluerock. 

Bluerock can provide posting instructions to set up a Webhook. Please visit our article on setting up WebHooks.

This feature allows for incoming call logs to be uniformly assigned to the primary applicant's Contact record when a phone number is shared between a primary applicant and co-applicant. 

It modifies existing system logic to ensure that when a shared phone number provided by Bluerock is identified for both a primary applicant and a co-applicant, the call log is systematically posted to the primary applicant's Contact ID. For two primary applicants sharing a phone number and/or for two co-applicants sharing a phone number, pre-existing logic will be applied.

AI-Generated Call Summaries and Full Transcripts

All FORTH Clients can use AI with our Bluerock dialer integration to improve how you review and manage client calls. With Bluerock’s latest AI capabilities, every time your team completes a call through the Bluerock dialer, AI generates a call summary and full transcript and sends them straight to the contact’s record. 

• AI-generated full call transcripts will be automatically saved and uploaded into the contact’s Uploaded Files tab inside the CRM.

• AI-generated call summaries will be saved to the contact’s Notes.

You get a complete, searchable history of every conversation without ever needing to press play.

NOTE: Bluerock has additional call transcript settings which can impact their receipt into the CRM. For example, there is a minimum call duration for the transcript to be generated.

A transcript will not be generated if the total call duration is under 15 seconds. Confirm your setup with Bluerock support if you are unsure.

This is an opt-in feature. To begin using it, you need to enable the call transcripts (and call summaries) in the Bluerock portal first. Once enabled, an account admin can activate the feature on the Bluerock settings page.

1. Go to the Bluerock settings page in your FORTH CRM account (Admin Tab > Settings > Bluerock).

2. Find the checkbox Receive Call Summary and Call Transcript and click it to activate.
   

3. Once enabled, every Bluerock call you complete will automatically send a summary and transcript to the CRM.

Defining Dialing Lists

FORTH has a dedicated API that Bluerock hits that lets you search contacts by status. 

One of the parameters they post is "status=New Lead" The system then searches for contacts in that status for the account and sends it back to Bluerock. You can pass in a List ID instead of a status name. You may use "status=New Lead" or "status=List:102319". This allows the use of contact list logic/filters to retrieve the contact set. This is valuable if you want a more refined set of contacts than just status alone. 

The configuration is on the Bluerock end in their user interface, so a client could edit the value in Bluerock and change from status=“XXXXXX” to status=List:12345.

Pre-Dial Contact Validation

Bluerock pulls call lists using either a search status like “New Lead” or via list query “List:XXXXXX”. The list of contacts may be pulled at 5AM by the call platform, but upon dialing of a particular contact in that list X hours later, the contact may no longer exist in that original list. 

Bluerock can implement a pre-dial validation to ensure the contact is still intended to be called. This can be solved by a simple addition to our query parameter.