Evolved Office Hosted PBX API Integration
Solution Overview:
The Evolve API is an open set of tools for building software applications. This allows customers and third-party developers the ability to securely (using XSI over HTTPS) integrate their software with the Evolved Hosted PBX platform. This type of integration can lead to dramatic productivity gains for users throughout the organization in varying use cases, while working in the office or remotely. The most common integration is with a Customer Relationship Management (CRM) software application, both desktop and web-based. However, Evolve IP has customers that have integrated with IVR applications, Point of Sale Systems, call center applications, and more.
Features
Given the set of API values available, customer developers have the ability to provide some or all of the following features and functionality to their end-users:
- Click-to-Dial from CRM applications and Web Pages
- Inbound screen pop; Calling Line ID (CLID) lookup in applications
- Automatically pop contact records for incoming calls
- Click and transition into application modules within customer applications
- Real-Time Phone Presence
- Call Control – Answer, Hold, Transfer, Hangup
- Access to Call Forwarding and Do Not Disturb settings
- Access to Call History
Benefits
- Drastically reduces time to lookup caller information in the Customer Applications
- Provide the most important information about callers quickly and efficiently
- Faster outbound dialing with Click to Call
- Provide phone status of users within your organization (available for a call or already on a call)
- Easy access to call handling right within customer applications
Process for Using the Evolved Office API
Development protocol is XSI over HTTPS
The most important as aspect about using the Evolved Office API is that customers have control and flexibility for offering productivity-enhancing applications and features to their users in a seamless fashion with the approval and support of Evolve IP engineering teams. The process for implementing is very straight forward and can move as quickly as a developer would like. Here is the process:
- The Customer / Developer review the Evolve IP API documentation and then develop the application to integrate with the Hosted PBX platform.
- The Customer / Developer completes the Evolve IP Voice Engineering App Questionnaire. Please send the completed form to your Evolve IP contact.
Evolve IP will then:
- Review and validate the questionnaire for technical compliance with the platform
- Provide the developer a customer-specific URL and credentials (username and pw) for connecting to Evolve IP lab servers to test the app
- After further development and testing is complete, voice engineering reviews the traffic and validates customer results
- Voice engineering coordinates when the customer is ready to move traffic to production by update the DNS for the URL to point at production servers for go-live
For detailed API integration click here for MORE DETAILS.
Use Cases for Integration
Evolve IP has many client’s utilizing our API Integration. They are using protocols such as XSI and CAP.
- CRM Integration. Customers are utilizing these protocols to call forth customer database information based off of CLID information captured by the Broadsoft platform. These client’s third-party developers have configured the API to launch customer records that match the CID in their CRM database to improve their customer service experience for their businesses.
- Click to Dial. Customers have written apps that integrate click to dial with their Google Apps platform for ease of outbound calling for specific departments.
Evolve IP works with 3rd party developers on a frequent basis that are familiar with writing apps to the backend platform. If customers do not have the resources internally to write a specific productivity-enhancing application, Evolve can recommend a developer. We first ask that customers provide a rough sketch of what they would like from the application as a ‘requirements documentation’ to help shape the conversation.
For detailed API integration click here for MORE DETAILS.
If you have any further questions about writing a custom application to integrate with the Evolve IP platform, please contact your Client Technology Adviser to discuss options. Evolve IP offers many native applications that integrate with more than 25 CRM applications, click here for more information on OUT-0f-the-BOX integrations: Business Applications Integration.