What is the Telephony Integration feature?

1. A call comes into your contact center, and iCarol accepts a URL sent by your telephony system
2. When logged into iCarol your contact form opens with pre-determined fields selected
3. Your vols-staff in turn need to document less information before submitting the contact form
   

1. Review the iCarol Telephony Reference document (provided by iCarol Support) and work with your Telephony expert to create the URL, using an HTTP GET request, as outlined in the document.
2. Populate Custom Groups: In addition to the default groups (i.e. phone number or zip code) referenced in the Telephony document, would you like to populate any custom groups (i.e. language, phone number of incoming line, other custom fields from the contact form)? If yes, you will need to provide a list of the custom groups, and in which contact form(s) they appear, that you would like auto-populated.
   
1. DNIS: if one of the Custom Fields you'd like to populate is "incoming line" based on the phone number dialed by the Help Seeker, provide the corresponding phone number(s) associated with the field(s) to be auto-populated. For example, if the phone number 888-888-8888 dialed by the help seeker corresponds to a field in your call report named "Call Info - Incoming Line - National Line", you will need to provide this information. 
3. Populate Profiles: If you use help seeker profiles and use a phone number as the unique identifier, then would you like to automatically populate Profiles based on the phone number? 
   

1. You may choose to "Populate Custom Groups" instead or in addition to Populating Profiles. The difference between these two options is to "Populate Custom Groups" you must have a question in your Telephony software that corresponds to a question in your call report. For example, "Press 1 for English" in your Telephony software must correspond with a "Language" group with "English" as a Field in order to setup "Populate Custom Groups".
2. When you "Populate Profiles", the only information passed from your Telephony software is the phone number, which is then used to select a Help Seeker Profile from your iCarol system. If the Profile selected from your iCarol system has Custom Fields answered that are also in the contact form that is setup with Telephony integration, then those fields will automatically populate when the contact form pops open. For this option, a corresponding question in your Telephony software is not required, since the only information passed from your Telephony software is the phone number.
1. Be aware, if the same phone number is found in more than one profile, iCarol will not automatically select a profile, instead your users must manually find and select the correct profile.
   

Please note: iCarol is not designed to run or display within an iframe in another application.  This type of display integration creates a security risk so is not supported in iCarol.  Therefore, when triggering the telephony URL/service, it is recommended to target a new tab or window.

Note, when the new contact form opens with Telephony integration, it will open using whichever browser you've set as your default. The default browser on your computer may be different than the recommended browser your organization has chosen to use for iCarol. Therefore, make sure you adjust your Windows Default Programs/Apps settings, or Browser settings so the appropriate recommended browser is set as your default.