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CRM needs to be able to receive and respond to HTTPS requests with JSON content.
CRM needs to be able to authorize requests from a Ringotel server using Basic, Bearer, or OAuth2 method.
CRM need to be able to accept and return data in the predefined format.
CRM should respond to the authentication requests from Ringotel with the stadard 200 OK or 403 Forbidden HTTP codes.

Implementation

Currently, Ringotel supports the following workflow:

Users (required)

Must provide The Ringotel integration for CRM utilizes the following workflow:

Authentication

Authentications can be based on the OAuth 2.0 Web Server Flow using the client_id and client_secret. Alternatively, Basic or Bearer authentication can be used.

OAuth2 Authentication example:

Code Block

language	json

"OAuth2": {
    "client_id": "$Client ID$",
    "client_secret": "$Client Secret$",
    "flow_type": {
        "default": "0"
    },
    "authorization_endpoint": "https://login.example.com/services/oauth2/authorize",
    "authorization_parameters": {
        "default": "scope=api%20refresh_token"
    },
    "token_endpoint": "https://login.example.com/services/oauth2/token",
    "token_parameters": {
        "content_type": "application/x-www-form-urlencoded;charset=utf-8"
    },
    "request_auth": "Bearer"
}

Bearer Authentication example:

Code Block

language	json

"auth": {
    "type": "Bearer",
    "token": "$API key$"
},

Basic Authentication example:

Code Block

language	json

"auth": {
   "type": "Basic",
   "username": "$Username$",
   "password": "$Password$"
},

Users

Provides the list of CRM users to map with the Ringotel users. Each user needs to have unique identifier (ID).

Code Block

"Users": {
    "request_method":       "GET",
    "request_path":         "/query?q=SELECT Id,FirstName,LastName,Email,Phone FROM User",
    "response_map":
    {
        "records": [
            {
                "Id":           "$user_id$",
                "FirstName":    "$firstname$",
                "LastName":     "$lastname$",
                "Email":        "$email$",
                "Phone":        "$phone$"
            }
        ]
    }
}

Contacts

Returns the list of contacts and their properties.

Organizations

Rerturns the list of companies and their properties.

FindContact

Used to identfied

Code Block

"Contacts": {
    "request_method":       "GET",
    "request_path":         "/query?q=SELECT Id,FirstName,LastName,Email,Phone,Account.Name,MobilePhone,Title FROM Contact",
    "response_map":
    {
        "records":
        [
            {
                "Id": "$contact_id$",
                "FirstName": "$firstname$",
                "LastName": "$lastname$",
                "Email": "$email$",
                "Phone": "$phone$",
                "MobilePhone": "$mobile$",
                "Account":{
                    "Name":"$company_name$"
                },
                "Title": "$job_title$"
            }
        ]
    }
}

Organizations

Returns the list of accounts and their properties.

Code Block
"Organizations": { "request_method": "GET", "request_path": "/query?q=SELECT Id, Name FROM Account", "response_map": { "records": [ { "Id": "$company_id$", "Name":"$company_name$" } ] } }

FindContact

Is used to identify caller on incoming/outgoing call. Must return a specific contact identified by the phone number.

Code Block

"FindContact": {
    "request_method":       "GET",
    "request_path":         "/query?q=SELECT Id,FirstName,LastName,Email,Phone,Account.Name,MobilePhone,Title FROM Contact WHERE Phone LIKE '%$phone$' OR MobilePhone LIKE '%$phone$'",
    "response_map":
    {
        "records":
        [
            {
                "Id": "$contact_id$",
                "FirstName": "$firstname$",
                "LastName": "$lastname$",
                "Email": "$email$",
                "Phone": "$phone$",
                "MobilePhone": "$mobile$",
                "Account":{
                    "Name":"$company_name$"
                },
                "Title": "$job_title$"
            }
        ]
    }
}

CreateContact

Creates a new contact with properties.

Code Block

"CreateContact": {
    "request_method": "POST",
    "request_path": "/sobjects/Contact",
    "request_parameters":
    {
            "FirstName": "$firstname$",
            "LastName": "$lastname$ ",
            "Email": "$email$",
            "Phone": "$phone$",
            "AccountId": "$company$"
    },
    "response_map":
    {
        "id": "$contact_id$"
    }
}

UpdateContact

Updates a specific contact identified by ID with the new properties.

Code Block

"UpdateContact": {
    "request_method": "PATCH",
    "request_path": "/sobjects/Contact/$contact_id$",
    "request_parameters":
    {
            "FirstName": "$firstname$",
            "LastName": "$lastname$",
            "Email": "$email$",
            "Phone": "$phone$",
            "AccountId": "$company$"
    },
    "response_map":
    {
        "id": "$contact_id$"
    }
}

CreateActivity

Creates a new call activity with its properties.

AssignActivity

...

Code Block

"CreateActivity": {
    "request_method": "POST",
    "request_path": "/sobjects/Task/",
    "request_parameters":
    {
            "Subject":"$call_title$",
            "OwnerId":"$user_id$",
            "WhoId":"$contact_id$",
            "CallType":"$activity_type$"
    },
    "response_map":
    {
        "id": "$activity_id$"      
    }
}

UpdateActivity

Updates CRM activity indetified identified by activity ID.

Code Block
"UpdateActivity": { "request_method": "PATCH", "request_path": "/sobjects/Task/$activity_id$", "request_parameters": { "Subject": "$subject$", "Description": "$comment$" } }

StopCallActivity

Changes the status of a specific activity (identified by activity ID).

Code Block
"StopCallActivity": { "request_method": "PATCH", "request_path": "/sobjects/Task/$activity_id$", "request_parameters": { "Status":"Completed", "CallDurationInSeconds": "$call_duration_millis$" } }

UpdateCallRecording

Uploads and attaches a call recording file to a specific activity (identified by ID).

Code Block

"UploadFile": {
    "request_method": "POST",
    "request_path": "/sobjects/Attachment",
    "request_content_type": "application/json",
    "request_parameters": {
        "Name":"$filename$",
        "ParentId":"$activity_id$",
        "ContentType":"audio/wav",
        "Body":"$file$",
        "OwnerId":"$user_id$"
    }
}

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Below you can find a JSON document with a CRM integration example. Should you have any questions, please don't hesitate to contact us at support@ringotel.co.

View file

name	crm-integration-example.json

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Implementation