Global Automation

Save time and reduce complexity by utilizing CTM’s Global Automation features. Instead of creating multiple sets of rules, you can now create one set of rules and apply them to multiple sub accounts within your agency.

Prerequisite: Users must have a Connect plan in order to utilize Global Automation. 

This article will cover:

  1. The difference between standard version of features versus Global Automation features
  2. How to apply automation rules to specific accounts

*Note: Global Automation Triggers, Keyword Spotting Rules, Lambdas, and Webhooks are separate from previously created items of a similar name and function. They can be distinguished by following the Flows  → Global menu option. Global automations create one rule that can be applied to many accounts whereas the standard version of these features have a 1:1 relationship that each account needs to have a rule created. 

Triggers

Triggers can be used to automate processes in your sub-account(s) based on specific aspects of a call, such as applying tags, adding dollar values, sending text messages, or updating custom fields.  Actions can be triggered at the start or end of a call, or based on events detected during a call.

  1. Navigate to Flows Global Automation.
  2. Click Manage within the Trigger section of the page (If you have no triggers, you’ll be taken to a page with your current options you’ve set up. Otherwise, click New Trigger in the upper right corner).
  3. Enter a Name for your trigger.
  4. Enter a Description for your trigger (optional).
  5. Use the Trigger drop-down menu to choose when you would like this trigger to occur
    • When a call or text is received
    • When a call or text is sent
    • Through a voice menu or other trigger
    • When an agent answers a call within a call queue or a receiving number is connecte
    • When an agent transfers a call
    • When a website session is associated to the call record
    • When the caller hangs up the call early
    • When the contact panel is updated by a user
    • When a call ends immediately without a delay
    • At the end of a call/form/chat, once all data has been captured
    • 1 hour after call data is captured (for Google Analytics)
    • Whenever sale data is updated for any activity
    • When a FormReactor activity is created
    • When PPC data is retrieved for an activity
    • When cost data is retrieved for an activity
    • When a caller inputs their zip code or area code for a Geo Router
    • When a keyword is spotted within a call transcription
    • Audio accessed
    • When a new agent is assigned an activity
    • When transcription is ready
  6. If you want this trigger to apply to all sub accounts numbers in your account, select the Trigger for all Sub Accounts on.
  7. If you want the trigger to apply to select sub accounts select Save Changes and  once page reloads click Edit Assigned Sub Accounts. 
  • From the Sub Account popup window select the applicable Sub Accounts that the Trigger will apply to and click Save Changes.
  1. Enter the Number and use the drop-down to select the delay start of the workflow by the given amount of time 
    • Seconds
    • Minutes
    • Hours 
    • Days
  2. Click Save Changes
  3. Click + Add Workflow on the right side of the page.
  4. Here you will begin to construct the rules for the trigger.  Use the drop-downs in the If all of the following rules match to set when the actions you want will occur.
    • See Condition Details below for information on each of the condition options.
  5. If you need to use multiple conditions — such as “If new caller is yes” and “tag includes ‘sales call'” — use the + and + Add Rule buttons to build more complex rules.
    • “And” operator: to add an “and” rule, use the blue + symbol to the right of the drop-downs you used to create your first rule.
    • “Or” operator: to add an “or” rule, use the + Add Rule button in the top right of the Routes section.
  6. Select Add Action to set what will happen when the trigger conditions are met.  You can add multiple actions to each set of rules.  The following actions are available:
    • Delay next action
    • Tag Call (limited to three tags)
      1. Remove Tags
    • Assign agent to call
    • Add to Smart Dialer
      1. Remove from Smart Dialer
    • Add Conversion
      1. Remove Conversion
    • Update Reporting Tag
    • Score Call (star rating)
    • Remove Conversion
    • Send Analytics Event
    • Send Analytics Transaction Event (E-Commerce)
    • Send Analytics Item Event (E-Commerce)
    • Send Bing Event
    • Optimizely Event
    • Salesforce Link
    • Send Text
    • Forward Text
    • Add to Upcoming Scheduled Text (bulk texting)
      1. Remove from Upcoming Scheduled Text
    • Add to Do Not Text List
      1. Remove from Do Not Text List
    • Add to Do Not Call List
      1. Remove from Do Not Call List
    • Add to Blocked Numbers
      1. Remove from Blocked Numbers
    • Execute Trigger
    • Send Email
    • Update Custom Field
  7. Fill out any required fields based on the actions selected.
  8. Click Save Changes.
  9. To have this trigger applied to specific tracking numbers in your account, scroll to the General section and click the button for Edit Assigned Tracking Numbers.
  10. In the pop-up select the tracking numbers you want to use this trigger in the list on the left in order to move them to the assigned list on the right.
  11. Save.

*Note: References to Global Automation Triggers will also appear show in the flow portion of an activity.

Keyword Spotting Rules

Keyword Spotting analyzes calls for particular keywords in the transcription of the call. By adding keyword spotting rules, you can tell the system to look for particular words to be spoken by the caller, agent, or anyone. Once spoken, CTM can take a variety of actions such as exclude the call, send an email, rate the call, convert the call, or apply tags. Keyword Spotting is a great way to classify calls for agent monitoring or for identifying leads.

 

Prerequisite: Transcriptions must be enabled in Call Settings for keyword spotting to be active. If you have not enabled transcriptions in your account, follow the instructions here before continuing.

*Note: Global Automation Keyword Spotting Rules are separate from any Keyword Spotting you may have previously created located under the Flows  → Keyword Spotting option.

  1. Navigate to Flows Global Automation.
  2. Click Manage within the Keyword Spotting Rules section of the page (If you have Keyword Spotting, you’ll be taken to a page with your current options you’ve set up.  Otherwise, click New Keyword Spotting Rule in the upper right corner).
  3. Enter a Name for your rule.
  4. Enter a Description for your rule (optional).
  5. Click Save Changes.
  6. Click + Add Keyword.
  7. Enter the word or short phrase that you would like to use for this rule.
  8. Use the drop-down menu to choose how the system will search for this keyword (caller, agent, or anyone).
  9. If you want multiple keywords to trigger the same action in this rule, you can click + Add Keyword to add additional words or short phrases as needed.
  10. Click Add Action.
  11. Use the drop-down menu to select what will happen when the listed keywords are spotted.  The following options are available:
  • Tag Call will tag the call with one or more tags you specify
  • Tag Call with Keyword tags the call with the keyword that was spotted
  • Send Text Message Notification will send a text notification to a number you specify
  • Send Email Notification will send an email notification to an email address you specify
  • Remove Web Visitor removes the session data associated with the call
  • Exclude Call automatically excludes the call from your call log
  • Convert Call marks the call as converted and sets the dollar value to the amount you specify
  • Score Call sets the star rating for the call to the rating you specify
    1.  If you want multiple actions to occur when the keywords are spotted you can click Add Action to add more actions as needed.
    2. Click Save Changes.
    3. Select the Calls and/or Chats checkbox for the type of activity to spot keywords in.
    4. Click Save Changes.
    5. If you want the trigger to apply to select sub accounts select Save Changes and  once page reloads click Edit Assigned Sub Accounts. 
  • From the Sub Account popup window select the applicable Sub Accounts that the Trigger will apply to and click Save Changes.
  1. In the Call Settings section, select the call settings configurations in your account where these rules will be applied.  Click the name of the configurations on the left to move them to the list on the right.  Any call settings configurations that do not have transcriptions enabled will have a warning to let you know transcriptions need to be enabled.

Lambdas 

Lambdas are custom functions that can be fired using a Global trigger action.  Creating a lambda allows you to execute a custom code you have created using any rules available in triggers.  Lambdas run within a Node.js v8.10 environment and are given 256MB and 15 seconds to complete.

*Note: Lambdas cannot be applied to individual sub-accounts, Lambdas that are created for the Global option will be applied to every sub-account in the agency. 

  1. Navigate to Flows → Global Automation.
  2. Click Manage within the Lambdas section of the page (If you have current Lambdas, you’ll be taken to a page with your current options you’ve set up.  Otherwise, click New Lambda in the upper right corner).
  3. Enter a Name for this lambda function.
  4. Enter a Description for your rule (optional).
  5. Click Save Changes.
  6. Select the Execute as User search bar to populate the name and email of the agent
  7. Use the drop-down menu to select the runtime.The following options are available:
    • Nodejs
    • Ruby 
  8. If you want to capture log data at Runtime for easier debugging select the Mode drop-down and click Debug
  9. Use the drop-down menu to select Type, this determines how you expect to use the lambda function. The following options are available:
    • Trigger
    • Panel
    • Route
  10. Click Save Changes.
  11. In the Code section, use the interface to write the custom code you wish to execute.  The lambda interface gives you the ability to:
    • Select font size
    • Select your editor (Ace, Vim, or Emacs)
    • Full-screen the editor
    • Test the script by selecting a specific call
  12. If you wish to add environment variables to your lambda, click +Add Variable and specify the name and value for your variable.
  13. Click Save Changes.
  14. If you wish to include library dependencies, click +Add Packages and select one of the drop-down items. 
  15. You also have the option to select Request Package, the Add New Package pop-up will allow you to Search for your desired package then select Add/Update. 
  16. Click Save Changes
  17.  If you would like to include credentials from connected integrations, click +Add Credentials and select one of the Name drop-down items. The following options are available:
    • Salesforce
    • Zendesk
    • Zoho
    • Hubspot
  18. Click Save Changes

Firing Global Lambdas with Global Triggers

To execute your new Global Lambda, you will need to create a Global Trigger or add a new action to an existing Global trigger.

  1. Navigate to Flows → Global and select Manage within the Triggers section.  If you wish to edit an existing trigger, click edit next to the name of the trigger you want to use to run the lambda.  Otherwise, you will need to create a new trigger.
  2. Use the trigger settings to configure when you would like the trigger to run and add any necessary rules to the workflow.
  3. To run the lambda function as part of the trigger, click Add Action, then select Run Lambda Function.
  4. Use the drop-down menu to select the name of the lambda you wish to run.
  5. Click Save Changes.

Webhooks

Webhooks are callbacks our service can send to your website after certain actions are performed. Testing a webhook will trigger a request for the most recent call in the call log.

 

*Note: Webhooks cannot be applied to individual sub-accounts, Webhooks that are created for the Global option will be applied to every sub-account in the agency. 

  1. Navigate to Flows → Global Automation.
  2. Click Manage within the Webhooks section of the page (If you have current Lambdas, you’ll be taken to a page with your current options you’ve set up.  Otherwise, click New Webhook in the upper right corner).
  3. Select the drop-down for Trigger actions to determine when the actual firing of the webhook should take place. The following options are available:
  • Inbound call: When an Activity received (starts) 
  • Outbound call: When an activity is sent (starts)
  • Outbound call: When an agent answers a call within a call queue (answered)
  • Website Session: When a website session is associated with the activity record (session)
  • Hang-ups: When the caller hangs up the call early (hangup)
  • Update: Multiple times throughout the call (update)
  • Manual Update: Trigger when a call is manually updated (manual_update)
  • Ends Immediately: Trigger when a call ends immediately without delays (end_immedite) 
  • At the end of a call/forms/chat once all data has been captured (End)
  • 1 hour after call data has been captured for Google Analytics (End_Delayed)
  • Whenever sales data is updated for any activity (sale) 
  • When a FormReactor activity is created (form)
  • When PPC data is retrieved for an activity (paid)
  • When cost data is retrieved for an activity (cost)
  • When a caller inputs their zip code or area code for a GeoRouter (Geokey)
  • After a text message has been received (inbound_text)
  • After a text message has been sent (outbound_text)
  • When a keyword is spotted within a call transcript (keyword)
  • Through a trigger (route)
  • When a text message changes status (status_change)
  1. Click Save Changes
  2. Enter your Callback URL, this must be unique for each Webhook. Note: This should be a fully qualified URL and you should use a unique URL for each webhook (3rd party application URL).
  3. Select your web application URL parameters, these are in the form of activity tokens you can use to dynamically populate these URL parameters with every Webhook. The following options can be selected within each drop-down.
  • Activity
      • Activity ID
      • Type
      • Tracking Number
      • Date
      • Ring Time
      • Hold Time
      • Talk Time
      • Total Time
      • Tracking Source
      • Tags
      • Excluded
      • Form Data (JSON)
      • Form Data (Readable)
    • Contact
      • Contact Name
      • Contact Number
      • Formatted Contact Number
      • Email
      • Street
      • City
      • State
      • Country
      • Postal Code
  • Score 
    • Source Tag
    • Reporting Tag
    • Score
    • Converted
    • Conversion Amount
    • Conversion Date
  • Enhanced (requires enhanced Caller ID)
    • Gender
    • Phone Type
    • Age
    • Education
    • Homeowner Status
    • Length of Residence
    • Household Income
    • Marital Status
    • Market Value
    • Occupation
    • Presence of Children
    • Facebook
  1. Select the Body Type from the drop-down menu. The following options are available:
    1. Log data – receive a POST request including all the activity log data (The most common method includes the raw JSON file with all of the data we knew about the activity at the time the webhook was sent) Example here ​​https://postman.calltrackingmetrics.com/?version=latest#aadcd6b8-f62e-7976-ebd1-9a283c4817fd
    2. Resource link – receive a POST request with a link to the activity data resource
      1. {“resource_url”:”https://…./api/v1/accounts/{account_id}/calls/{logid}.json”}
    3. Pixel – receive a POST or GET request to track a pixel 
  2. Select your Integration (optional) from the drop-down menu. The following options are available:
    1. Custom Mustache format provides the activity as context giving full control over the request body. The custom mustache format will allow you to format the data we send however you’d like. Some 3rd party web applications can ingest the data but they don’t like the raw JSON format or the resource link. The custom mustache allows you total control over how the body of data will be sent from CTM.
    2. Graph
    3. Count
    4. Timeline
    5. Leaderboard
  3. Click Save Changes.
  4. If you would like to customize the request headers included in your request select Add Header
  5. Enter Header and Value.
  6. Click Save Changes.
  7. If you would like to conditionally trigger the webhook select +Add Rule
  8. Select items from the drop-downs. The, the following options are available:
    1. Tracking Source
    2. Tracking Number
    3. Tag
    4. Talk Time 
    5. Total

Note: Depending on the option chosen the second drop-down menu will pre-populate with the appropriate options. Example: Tracking Numbers selected will populate your account’s purchased Tracking Numbers to you to select from.

  1. Click Save Changes
  2. If you would like to add an optional header for basic HTTP authentication select the Set HTTP Authentication. Enter Username and Password.
  3. Click Save Changes.
  4. If you would like to Enable to retry sending webhook when a failure is detected select the checkbox for A failure is defined as the webhook receiving a response with an HTTP Status Code of 4xx or 5xx.
  5. Select the Trigger to run when a webhook fails drop-down. This will pre-populate with previously created Triggers you’ve created for your account. 
  6. Click Save Changes.
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