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Overview
Integration with CallTrackingMetrics (CTM) allows Sunwave users to receive calls from within Sunwave. When a call is received through CTM, a notification will appear in Sunwave allowing the user to accept the call and the new Opportunity dialog will appear.
Configure Field Mappings
Depending on how the customer has configured CTM, some of the exact field names may vary.
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NOTE: CTM fields get populated over time and not all attributes may be available at the time the Sunwave webhook is called. If you are seeing values populated in the CTM API Logs that are not appearing in Sunwave, you may need to customize the Sunwave Webhook and CTM configuration using delays and triggers to trigger the Sunwave Webhook at a later point in the call to allow time for them to appear (this will have an effect on when the pop-up appears in Sunwave). |
Create Test Campaign in Sunwave
Create a campaign in Sunwave to use for testing the CTM configuration:
CRM>Manage Campaigns
Click +New Campaign
Enter a Campaign Name and Campaign Type, then click Add:
The campaign Name and/or ID for the campaign will be used to associate Tracking Numbers in CTM with their corresponding campaigns in Sunwave.
Map Test Campaign to Tracking Number in CTM
Login to http://app.calltrackingmetrics.com using the username and password of the clients' Admin CTM account.
Campaigns in Sunwave correspond to Tracking Numbers in CTM. Navigate to Numbers > Tracking Numbers using the left menu:
Click the EDIT button on the Tracking Number to associate with the test campaign you created in Sunwave:
A Tracking Number in CTM can be mapped to a Sunwave Campaigns based one or both of the following methods:
Ensure the Tracking Source name associated with the Tracking Number in CTM is identical to the Campaign Name in Sunwave:
Add the campaign ID from Sunwave to the Source Settings > Source Tag attribute on the Tracking Source in CTM:
After verifying that incoming calls including campaign information are being captured in Sunwave, these steps will need to be repeated for each actual Sunwave Campaign and associated Tracking Number / Tracking Source in CTM.
Map CallTrackingMetrics Users to Sunwave Users
Go to Settings in CTM, then select Manage Users.
Search for the User’s number you wish to replace, then click Edit.
Copy the unique ID that's in the URL at the top of the screen (see example below)
In Sunwave, go to Practice Setup > Users.
Click on the corresponding Sunwave User to edit.
Enter the user’s unique ID from CTM (taken from URL)in the Station ID field:
Configure Webhook for Inbound Calls
To configure inbound calls in CTM:
Click on the dropdown on your user profile, select Account Settings:
From the left menu, select API Integration, then click on Webhooks:
Click New Webhook, then configure the following settings:
General > Name: Sunwave Webhook
General > Trigger: When an agent answers a call within a call queue [answered]
Connection > Callback URL: https://emr.sunwavehealth.com/SunwaveEMR/phoneWebHook?sunwave_public_key=***********&sunwave_private_key=***********&station_id=agent_id
NOTE: sunwave_public_key and sunwave_private_key can be found in Sunwave under Phone Setup.
NOTE: Make sure there are no extra whitespace characters at the end of this URL.
Click Save Changes to save the new Webhook.
Configure Webhook for Missed Calls
To configure inbound calls in CTM:
Click on the dropdown on your user profile, select Account Settings:
From the left menu, select API Integration, then click on Webhooks:
Click New Webhook, then configure the following settings:
General > Name: Sunwave Webhook Missed Calls
General > Trigger: When a call ends immediately without delay [end_immediate]
Connection > Callback URL: https://emr.sunwavehealth.com/SunwaveEMR/phoneWebHook?sunwave_public_key=***********&sunwave_private_key=***********&station_id=dial_status
NOTE: sunwave_public_key and sunwave_private_key can be found in Sunwave under Phone Setup.
NOTE: Make sure there are no extra whitespace characters at the end of this URL.
Click Save Changes to save the new Webhook.
Configure Webhook for Outbound Calls
When configured, this webhook allow Sunwave to track outbound calls made from the CTM softphone. Outbound Calls will show in the CRM Calls:
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Click on the dropdown on your user profile, select Account Settings:
From the left menu, select API Integration, then click on Webhooks:
Click New Webhook, then configure the following settings:
General > Name: Sunwave Outbound Calls
General > Trigger: At the end of a call/form/chat, once all data has been captured [end]
Connection > Callback URL: https://emr.sunwavehealth.com/SunwaveEMR/phoneWebHook?method=ctm_callback&sunwave_public_key=***********&sunwave_private_key=**********
NOTE: sunwave_public_key and sunwave_private_key can be found in Sunwave under Phone Setup.
NOTE: Make sure there are no extra whitespace characters at the end of this URL.
Click Save Changes to save the new Webhook.
Enable CTM Softphone on Sunwave Users to Receive Inbound Calls and Make Outbound Calls
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NOTE: Currently only Engineering has access to this setting (see SUN-1751) |
In Sunwave, go to Practice Setup > Users.
Click on the corresponding Sunwave User to edit.
Under User Specific, enable the CTM Softphone option:
Configuration Tips
ngrok:
https connection works only with the paid subscription
do not sign up for the ngrok account: even to stop the service they require to upgrade to paid subscription
if you signed up and you need to restart the service, you need to delete the ngrok configuration file from your user directory: C:\Users\${username}\AppData\Local\ngrok
ngrok has 10 call forwarding attempts limit. If you tested 10 calls, 11th call will not go through. Just stop and restart the ngrok
apache
run apache on a non-https port, ex. 8080
if you run https locally, the easiest way I found was to install a separate apache server and configure server.xml by copying resources from https server configuration
station ID
The easiest way to get station id from CRM is to get it from the test call json file:
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