Route an incoming call to the responsible agent in Creatio

Start

Start component

Ringback

Set the beeps.

Selected tone - %(1000,6000,425);loops=-1

HTTP Request

Execute an HTTP REST request for authorization.

This requires:

• in the "Url" field, enter the url address to which to make a request - https://example-service-enterprise.terrasoft.ua/ServiceModel/AuthService.svc/Login

It is necessary to replace the link with a link to your site;

• in the "Methods" field, select the "POST" method;

• in the "Cookie to variable" field, enter the name of the variable - "my_cookie", in which cookies from the service response will be saved;

• in the "Request data" field, enter the username and password. As an example:

{
                "UserName": "Supervisor",
                "UserPassword": "Supervisor"
            }

String

Bring the number to the form by which the search will be performed in Creatio, which means, to revert the number.
This requires:

• in the "Set result to variable" field, enter the name of the variable in which the result will be written. For example: reverted_caller_id_number;

• in the "Expression" field, enter a variable in which the id number of the subscriber is indicated - ${caller_id_number};

• in the "Method" field, select the "reverse" method.

Script

Truncate the Creatio BPMCSRF token from the received cookies into the "BPMCSRF" variable to authorize the following requests.

This requires:

• in the field "Set result to variable" enter the name of the variable to which the code value is passed - BPMCSRF;

• in the field "Script" enter the code -

return ${my_cookie}.replace(/.*BPMCSRF=([-._A-Za-z0-9/]{22});.*/, '$1')

HTTP Request

Search by the subscriber number for the responsible agent in Creatio (Fig. 2) and get the exstension of this agent (Fig. 3).

This requires:

• in the "Url" field, enter the url address to which to make a request - https://example-service-enterprise.terrasoft.ua/0/dataservice/json/reply/SelectQuery

It is necessary to replace the link with a link to your site;

• in the "Methods" field, select the "POST" method;

• in the "Headers" element, according to the requirements of the server, add:

Cookie - ${my_cookie}

Accept - application/json;odata=verbose

BPMCSRF - ${BPMCSRF}

• in the "Request data" field enter the search code:

{
              "QueryType": 0,
              "Columns": {
                "Items": {
                  "Name": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "Name"
                    }
                  },
                  "AccountName": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "[Account:Id:Account].Name"
                    }
                  },
                  "OwnerLogin": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "[WebitelUserData:WtelContact:Owner].Extension"
                    }
                  },
                  "OwnerId": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "Owner.Id"
                    }
                  }
                }
              },
              "AllColumns": false,
              "IsDistinct": false,
              "RowCount": 1,
              "Filters": {
                "FilterType": 6,
                "ComparisonType": 0,
                "LogicalOperation": 0,
                "IsNull": true,
                "IsEnabled": true,
                "IsNot": false,
                "Items": {
                  "FilterByPhone": {
                    "FilterType": 1,
                    "ComparisonType": 9,
                    "LogicalOperation": 0,
                    "IsNull": true,
                    "IsEnabled": true,
                    "IsNot": false,
                    "LeftExpression": {
                      "ExpressionType": 0,
                      "ColumnPath": "[ContactCommunication:Contact].SearchNumber"
                    },
                    "RightExpression": {
                      "ExpressionType": 2,
                      "ColumnPath": null,
                      "Parameter": {
                        "DataValueType": 1,
                        "Value": "${reverted_caller_id_number}"
                      }
                    }
                  }
                }
              },
              "RootSchemaName": "Contact",
              "OperationType": 0
}

• in the "Export Variables" element add:

Name - rows.0.Name

owner_caller_id_number - rows.0.OwnerLogin

Set variables

Assign variables to be used later.

Add:

• hangup_after_bridge - true 

• continue_on_fail - true

• ignore_early_media - true 

If

Check if the "owner_caller_id_number" variable has a value.

By the number of the caller, you can find out if there is a responsible agent in Creatio

Bridge

(branch 1)

Connect to the responsible agent in Creatio.

This requires:

• the "Bridge strategy" field is left empty;

• in the "Endpoints" element, click the "Add user" button and in the "Extension" field enter the ${owner_caller_id_number} variable

Bridge

(branch 2)

Route a call to a default number.

This requires:

• the "Bridge strategy" field is left empty;

• in the "Endpoints" element, click the "Add user" button and in the "Extension" field enter the default number, for exemple, 205

Hangup

(branch 2)

End the call

Start

Start component

Ringback

Set the beeps.

Selected tone - %(1000,6000,425);loops=-1

HTTP Request

Execute an HTTP REST request for authorization.

This requires:

• in the "Url" field, enter the url address to which to make a request - https://example-service-enterprise.terrasoft.ua/ServiceModel/AuthService.svc/Login

It is necessary to replace the link with a link to your site;

• in the "Methods" field, select the "POST" method;

• in the "Cookie to variable" field, enter the name of the variable - "my_cookie", in which cookies from the service response will be saved;

• in the "Request data" field, enter the username and password. As an example:

{
                "UserName": "Supervisor",
                "UserPassword": "Supervisor"
            }

String

Bring the number to the form by which the search will be performed in Creatio, which means, to revert the number.
This requires:

• in the "Set result to variable" field, enter the name of the variable in which the result will be written. For example: reverted_caller_id_number;

• in the "Expression" field, enter a variable in which the id number of the subscriber is indicated - ${caller_id_number};

• in the "Method" field, select the "reverse" method.

Script

Truncate the Creatio BPMCSRF token from the received cookies into the "BPMCSRF" variable to authorize the following requests.

This requires:

• in the field "Set result to variable" enter the name of the variable to which the code value is passed - BPMCSRF;

• in the field "Script" enter the code -

return ${my_cookie}.replace(/.*BPMCSRF=([-._A-Za-z0-9/]{22});.*/, '$1')

HTTP Request

Search by the subscriber number for the responsible agent in Creatio (Fig. 2) and get the extension of this agent (Fig. 3).

This requires:

• in the "Url" field, enter the url address to which to make a request - https://example-service-enterprise.terrasoft.ua/0/dataservice/json/reply/SelectQuery

It is necessary to replace the link with a link to your site;

• in the "Methods" field, select the "POST" method;

• in the "Headers" element, according to the requirements of the server, add:

Cookie - ${my_cookie}

Accept - application/json;odata=verbose

BPMCSRF - ${BPMCSRF}

• in the "Request data" field enter the search code:

{
              "QueryType": 0,
              "Columns": {
                "Items": {
                  "Name": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "Name"
                    }
                  },
                  "AccountName": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "[Account:Id:Account].Name"
                    }
                  },
                  "OwnerLogin": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "[WebitelUserData:WtelContact:Owner].Extension"
                    }
                  },
                  "OwnerId": {
                    "OrderDirection": 0,
                    "OrderPosition": 0,
                    "Caption": null,
                    "Expression": {
                      "ExpressionType": 0,
                      "ColumnPath": "Owner.Id"
                    }
                  }
                }
              },
              "AllColumns": false,
              "IsDistinct": false,
              "RowCount": 1,
              "Filters": {
                "FilterType": 6,
                "ComparisonType": 0,
                "LogicalOperation": 0,
                "IsNull": true,
                "IsEnabled": true,
                "IsNot": false,
                "Items": {
                  "FilterByPhone": {
                    "FilterType": 1,
                    "ComparisonType": 9,
                    "LogicalOperation": 0,
                    "IsNull": true,
                    "IsEnabled": true,
                    "IsNot": false,
                    "LeftExpression": {
                      "ExpressionType": 0,
                      "ColumnPath": "[ContactCommunication:Contact].SearchNumber"
                    },
                    "RightExpression": {
                      "ExpressionType": 2,
                      "ColumnPath": null,
                      "Parameter": {
                        "DataValueType": 1,
                        "Value": "${reverted_caller_id_number}"
                      }
                    }
                  }
                }
              },
              "RootSchemaName": "Contact",
              "OperationType": 0
}

• in the "Export Variables" element add:

Name - rows.0.Name

owner_caller_id_number - rows.0.OwnerLogin

Set variables

Assign variables to be used later.

Add:

• continue_on_fail - true

• hangup_after_bridge - true 

• ignore_early_media - true 

A list of possible options can be found here.

If

Check if the "owner_caller_id_number" variable has a value.

By the number of the caller, you can find out if there is a responsible person in Creatio.

In the "Expression" field enter the ${owner_caller_id_number} 

Bridge

(branch 1)

Connect to the responsible agent in Creatio.

This requires:

• the "Bridge strategy" field is left empty;

• in the "Endpoints" element, click the "Add user" button and in the "Extension" field enter the ${owner_caller_id_number} variable

Join Queue

(branch 2)

Redirect a call to the "Telemarketing" queue.

In the "Queue" field, select the "Telemarketing".

Hangup

End the call