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</style><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>- What is the Intermedia Contact Centre Integration?</strong></span></p><p><strong>- Obtain Connection Details</strong></p><p data-pasted="true"><strong>- Create Webhook in Intermedia</strong></p><p><strong>- Enable Intermedia for each Agent</strong></p><p><strong>- Integration settings</strong></p><p><strong>- User Matching</strong></p><p><strong>- Tracking Calls</strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>What is the Intermedia Contact Centre Integration?</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;">The Intermedia Contact Centre Integration allows you to manage and log calls in Halo each time a call is answered in Intermedia. Each time a call is answered in Intermedia, the new call screen can open automatically or show a notification for the agent answering, giving them an option to open the new call screen. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When opened, the new call screen in Halo will then attempt to match to a user based on the phone number of the incoming call. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When a call is complete you can also have a recording of the call added to the ticket or action that was logged as part of the call. Allowing you to manage/review recordings from Halo. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Call logs are also available in Halo, allowing you to review all incoming calls and which agent answered. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Obtain Connection Details</strong></span></p><p><span style="font-size: 11pt;">Head to Configuration > Integrations and enable the integration module using the "+" icon. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5Mzg0ZDJmLTA2NjMtNDYzNC04NGM2LWJlYzVmMWIzZmY1YSJ9.luSoWpmBoZhtfLfMCD4MSlNf3_A2Vw8X1XS8X3qHeys" class="fr-fic fr-fil fr-dib" width="549" height="247"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1. Enable Integration module</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Then click into the module to begin configuration.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Make a new connection and give this a name. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjljM2IwYzM2LTBkNTYtNDBmYi04MGZhLTRjZjYzODk3NDNjYyJ9.imSmf4JYRZ_WQpRxnyeezqF0GmC5d2E5wTB6NqcTraA" class="fr-fic fr-fil fr-dib" width="1338" style="width: 1340px; height: 716.385px;" height="716"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. New Intermedia Connection</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Next you will need to generate some connection credentials (username and password). These credentials will be used to authenticate requests from a webhook in Intermedia into Halo. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Username - </strong>Generate and enter a username of your choice. The username can be anything but we recommend creating a username that reflects the purpose of the webhook.</span></p><p><span style="font-size: 11pt;"><strong>Password -</strong> Use the "Generate" button to generate a password for the webhook, copy this to a clipboard, we will need this shortly. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE4MmUyYTMwLTIxYzYtNDgxYi1hNTAyLTVhOWNjYzZkMDBmNSJ9.zzJaVMpcqRb6HjeNOBb27MpffV7l4cf1R2X-3NMBktE" class="fr-fic fr-fil fr-dib" width="739" style="width: 741px; height: 417.541px;" height="418"></span></p><p><span style="font-size: 10pt;"><strong>Fig 3. Intermedia Connection Details Example</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Now you will need to navigate to your Intermedia instance and create a webhook.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 14pt;"><strong>Create Webhook in Intermedia</strong></span></p><p><span style="font-size: 11pt;">In Intermedia, head into the IVR studio and select the IVR you would like to use. </span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 11pt;">Create a new page in the studio. Add a call event "Agent Answers Call".</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhMWJmNjYwLWI5Y2ItNDhlYS04NTI4LTkyMmIzOWExNmMwZiJ9.TrztuPdjnfOKidThabbOTvhEu1fP2qr6VSAHDcSxCHo" class="fr-fic fr-fil fr-dib" width="389" style="width: 391px; height: 202.707px;" height="203"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. New Call event "Agent Answers Call"</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 11pt;">Then you’ll need to set variables for the call. Keep the variable names as the following:</span></p><ul><li style="font-size: 11pt;">CallID, AgentEmail, AgentNumber, UserNumber, RecordingUrl</li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Figure 5 shows how this should look in intermedia. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliMTE0NDNjLWFhMTEtNDIzOC04MjllLTBiN2E1MTU0NDUxNCJ9.Wa_u9_HA2Vdj6oR4oZNT7AfOY53eTzS0r92-fn9dwng" class="fr-fic fr-fil fr-dib" width="515" style="width: 517px; height: 642.757px;" height="643"></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 5. Variables for event in Intermedia</span></strong></p><p><br></p><p>Then create another variable and call it ‘body’. The values of this variable should be the following (exactly, including quote marks): </p><p style="margin-left: 20px;"><em>"{ ""CallID"": """+CallID.tostring()+""", ""AgentNumber"": """+AgentNumber.tostring()+""",""AgentEmail"": """+AgentEmail.tostring()+""", ""UserNumber"": """+UserNumber.tostring()+""", ""RecordingUrl"": """+RecordingUrl.tostring()+""" }"</em></p><p style="margin: 0cm 0cm 8pt 20px; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 11pt;"><br></span></p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 11pt;">Finally, add a Rest WSCall event. Configure the event with the following properties:<br></span></p><p><strong>URL:</strong> <a target="_blank" rel="noopener noreferrer" href="https://YOURHALOURL/api/notify/intermedia" style="font-size: 11pt;">https://YOURHALOURL/api/notify/intermedia</a></p><p data-pasted="true"><strong>Method:</strong> POST</p><p><strong>Authorisation: </strong>Basic</p><p><strong>Username:</strong> Enter the same username entered into the integration setup in Halo. </p><p><strong>Password: </strong>Paste the password generated in the integration setup in Halo. </p><p><strong>Request Params Format: </strong>Body Form (Body JSON)</p><p><strong>Client Certificate: </strong>NO</p><p><strong>Parameters:</strong> {body}</p><p><strong>Response Variable:</strong> response</p><p><strong>Timeout (in seconds):</strong> 40</p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 11pt;"><br></span></p><p data-pasted="true">An example is shown in Figure 6. </p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyN2MyZjZhLTc1NDAtNDcyNy05ZTFiLWUyM2VhY2M2YjdlOSJ9.ShdWL4zVhw1unD7SJMTI18cJpWU5a62gKHb8RYo7z9Y" class="fr-fic fr-fil fr-dib" width="398" height="477" style="font-size: 11pt; background-color: transparent; width: 400px; height: 476.64px;"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 6. WSCall event </span></strong></p><p><br></p><p>Now the webhook in Intermedia is created, head back to Halo. </p><p><br></p><p><strong><span style="font-size: 14pt;">Enable Intermedia for each Agent</span></strong></p><p>Now you will need to enable the integration for each agent in Halo that will be answering calls from Intermedia. This is done by adding each agent's Intermediate number to their account in Halo. This will allow the correct agent in Halo to be matched to their associated account in Intermedia when answering calls. Allowing call answer metrics to be tracked in Halo. </p><p><br></p><p>You can do this for each of your agents, or have them do this themselves. </p><p><br></p><p>Head to the agent's profile (top right) > Integrations tab, here you will see a section "Intermedia".</p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJiNjJmYWU3LWY3MzUtNDc4NS04MGVhLTljZGZmZDk2ZDllNyJ9.Yqdczk-acE3N-YJDluzpNTDs1dfNEVnBCiyIz0-Tl9E" class="fr-fic fr-fil fr-dib" width="625" style="width: 627px; height: 515.886px;" height="516"></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Intermedia Details for this Agent</span></strong></p><p><br></p><p><strong>Intermedia number </strong>- Enter this agent's Intermedia phone number. </p><p><br></p><p>Now you will need to configure some additional settings for the integration to control how it behaves. </p><p><br></p><p><strong><span style="font-size: 14pt;">Integration settings</span></strong></p><p>Head to Configuration > Integrations > Intermedia > Details tab > Settings section. Here you will need to configure some additional settings to control the behaviour of the integration.</p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5ZjI2MzU4LWVmNzEtNDhhMC1iYmY5LTc2NmE1M2M5MzZlNiJ9.Gw2j2BmYAVflBXTRmewH1YAvanWHfcT5wRaXpGUf2m0" class="fr-fic fr-fil fr-dib" width="1420" style="width: 1422px; height: 766.325px;" height="766"></span></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Integration Settings</span></strong></p><p><br></p><p><strong>Call answered notification response -</strong> Controls what happens in Halo when a call is answered in Intermedia. </p><ul><li>Open the call screen immediately - When chosen, the new call screen in Halo will open automatically when the agent answers a call in Intermedia. </li><li>Trigger a notification - When chosen, a pop-up notification will show to the agent in Halo when they answer a call in Intermedia. Clicking this notification will open the new call screen in Halo. </li></ul><p><br></p><p><strong>Also match incoming call based on the Agents email - </strong>When enabled, the agent that answers the call in Intermedia will be matched to an agent in Halo based on their email address as well as their phone number. Phone numbers will be checked first, if no number can be matched email addresses will be checked. </p><p><br></p><p><strong>Add link to call recording once a Ticket/Action is logged - </strong>When enabled, the call recording will be added to the ticket or action that was logged as part of the incoming call. Allowing you to listen to the call recording from Halo. For information on logging tickets and actions from calls checkout: Call Management.</p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><strong><span style="font-size: 14pt;">User Matching</span></strong></p><p>When the new call screen in Halo is opened by the integration the end user of the call will be assigned based on the incoming call number. If the number can be matched to a user in Halo, this user will be assigned. </p><p><br></p><p>For this to work you need to ensure end users in Halo have any applicable phone numbers assigned to their account. All Phone numbers will be checked. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiYmY4NWQ2LTY0MGQtNDMyMi04MTM2LWY2NmRjMDE3Njc1NyJ9.oUmJfON481RZMbfxqbIZy3GKXWFGB_asaHy-u4Xr-P0" class="fr-fic fr-fil fr-dib" width="1198" style="width: 1200px; height: 635.521px;" height="636"></p><p><strong><span style="font-size: 10pt;">Fig 9. User Phone Number Fields</span></strong></p><p><br></p><p>Phone numbers must be entered in the exact format as they appear in Intermedia, including any country codes. </p><p><br></p><p><strong><span style="font-size: 14pt;">Tracking Calls</span></strong></p><p>Once the integration is in use you can track/review incoming calls from Halo. This is done under the "Calls" tab of the integration setup.</p><p style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 115%; font-size: 12pt; font-family: Aptos, sans-serif;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUxMjQyOTU1LTczZjktNDJkMS05MzFhLTg2ZjZmNmE4MDU5YSJ9.wIeS55gi1M1_bfb5Qggh65syaGuaDJBne9Y168cUed0" class="fr-fic fr-fil fr-dib" width="1630" height="463" style="font-size: 11pt; background-color: transparent; width: 1632px; height: 463.004px;"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 10. Calls Tab</span></strong></p><p><br></p><p>Here, you can see when an incoming call came in and from what number. You can also see the agent that answered this call. The "Agent Number" columns show the telephone number and email address of the agent. </p>
