Call Queue API - Call Tracking Metrics

  • Updated

The Call Queue API allows for seamless data integration with Call Tracking Metrics, allowing you to control and view when calls are dispositioned, records are created, or opportunities are converted.

Requirements

  • A user with the Super User role
  • Active integration with Call Tracking Metrics

Configuration

Let's review how to set up the Call Queue API.

  1. Login to your Call Tracking Metrics Account.
  2. Select Settings on the left-side panel.
  3. Select API Integration.
  4. On the upper right hand corner above your email address, take note of the Account ID. You will need this for the call queue API feature.
  5. Next, select Show Basic Authentication Token.
  6. Take note of the Basic Authentication Token that is displayed on your account, you will need this for the call queue API feature.
  7. Login to your Kipu CRM and navigate to Admin > Security > Call Queue API.
  8. Select the Call Tracking Metrics tab.
  9. Paste your Account ID and Basic Authentication Token (API Key) into their corresponding fields.
  10. Select Save Changes.
  11. In the API Triggers section, click Add Trigger
  12. In the Trigger Type field, select Call Dispositioned and set the Enabled toggle to Yes.
  13. Set the Use Defaults toggle to your desired configuration. 
    1. When set to Yes, the system will set the recorded call disposition as the default tag for the trigger to your call-tracking provider
  14. Set the Include Ratings toggle to your desired configuration.
    1. When set to Yes, the call rating documented on the call record will populate as a tag in the call-tracking provider
  15. If needed, use the Tags field to enter any custom free-typed tag(s). These optional tags will populate when the API trigger is activated. Use the Enter key on your keyboard to add the tag.
  16. Repeat the steps above to add any additional API triggers.
  17. Important
    Any changes made to the Call Queue API settings may take up to an hour to take effect.
  18. See a sample setup of the Call Queue API feature below:

Important
If custom tags are present, they will be sent to the call tracking provider along with the default tags if the Use Defaults toggle is set to Yes.

API Trigger Breakdown

Trigger Type Triggering Event Default Tag Expected Behavior
Call Dispositioned The call record is dispositioned in the CRM Call Queue.

Selected Call Disposition.

Example: Deadair

Once a call record is dispositioned in the CRM Call Queue, the record in CTM will receive default and custom tags, if configured. 

Record Created The call is converted to a record in the system.

The record type created determines the default tag.

Example: Patient, Patient Contact, Referral Source Contact

 

Once the call is converted to a record in the system, CTM will receive a tag indicating the type of record created.
Opportunity Associated
The call record is associated to a treatment opportunity.

Opportunity Associated

Once the call record is associated to a treatment opportunity, CallRail will receive a 'Opportunity Associated' tag on the associated call record.
Opportunity Converted An Admit Date and MR Number are added to the treatment opportunity associated with call record. CRM Conversion

Once the opportunity has been converted, CTM will receive the CRM Conversion tag. Additionally, if opportunity value is documented, it will populate in the Value field of the call in CTM.

 

IMPORTANT: The Opportunity Converted trigger does not work retroactively. If an opportunity has already been transferred and admitted into the EMR without the call record being previously associated, no tag will be sent to your CTM account.

Examples

  • Call Dispositioned (w/ Call Rating enabled)
  • Record Created
  • Opportunity Associated
  • Opportunity Converted (w/ Opportunity Value present)

Important
Please note that API Trigger setup may vary. You are not required to use all three trigger types available in the system. Desired setup will be based on your marketing team's goals and objectives.

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