7.2 Connect an external application
- Open Tenant > External App.
- Select Connect External Application.
- Enter a descriptive Name. Name it for the system and the event, for example CRM screen pop, inbound connect, so the list stays readable.
- Enter the destination URL. The field's own placeholder shows a worked example in the form
https://crm.example.com/contacts?phone={callerNumber}, which is the pattern to follow: your endpoint, plus the call data it needs as variables. Insert the variables with Add variables rather than typing them (see 7.3). - Review Type. The connection type is Webhook.
- Under Choose Events, select the events that should call your URL. Eight events are available:
| Event | Fires when |
|---|---|
| Inbound Call Connect | An inbound call is answered and connected. |
| Inbound Call Ringing | An inbound call starts ringing, before it is answered. |
| Inbound Call End | An inbound call ends. |
| Outbound Call Connect | An outbound call is answered and connected. |
| Outbound Call Ringing | An outbound call starts ringing. |
| Outbound Call End | An outbound call ends. |
| Transfer A Call | A call is transferred. |
| IVR Selection | A caller makes an IVR selection. |
- Select Save to create the connection, or Cancel to discard it.
Choose the event to match what the receiving system should do. A screen pop that must appear before the agent picks up needs Inbound Call Ringing; one that should appear only on a connected call needs Inbound Call Connect. A wrap-up or logging call needs Inbound Call End or Outbound Call End. Selecting the wrong event does not produce an error: the integration simply never fires, or fires at the wrong moment, which is why this list matters more than it looks. Select more than one event where the receiving system expects to be told about each stage.
Figure key, Connect External Application form
- Form title, Connect External Application.
- Name field.
- URL field, with its worked-example placeholder.
- Add variables control (see 7.3).
- Type, showing Webhook.
- Choose Events section heading.
- The eight event checkboxes: Inbound Call Connect, Inbound Call Ringing, Inbound Call End, Outbound Call Connect, Outbound Call Ringing, Outbound Call End, Transfer A Call, IVR Selection.
- Cancel button.
- Save button.
