How do I set up a Custom Call Popup integration?

The Call Popup Module is a feature integrated with third-party CRM systems that can enhance customer interaction by automatically launching a customised window with relevant customer data when a call is received or made. When a call is received or initiated, the system can automatically pull up the most relevant pages on CRM systems ensuring everyone in the call is equipped with the right context.

This functionality with smooth integration is a key feature that can help enhance customer service.

Key Features

- Automatic URL launching on call events (answering, starting)

- Macro-based URL generation with dynamic caller information

- Multi-event triggers for various call states

- External call filtering (in which internal calls are ignored)

Macro Options

Implementation Examples

Multiple macros can be combined together. Below is a list of integration examples.

Caller ID (National Format)

Call received from 0123456789:

 - %CALLERID% macro is replaced with 0123456789

- URL example (without replacements): www.crm.com/api/search?callerId=%CALLERID%

- Final URL becomes: www.crm.com/api/search?callerId=0123456789

Caller ID (International Format)

Call received from +44123456789:

- %CALLERID_INTL% macro is replaced with +44123456789

- URL example (without replacements): www.crm.com/api/search?callerIdIntl=%CALLERID_INTL%

- Final URL becomes: www.crm.com/api/search?callerIdIntl=+44123456789

Caller ID with Direction

Call received from 0123456789, direction Inbound:

- %CALLERID% macro is replaced with 0123456789

- %DIRECTION% macro is replaced with Inbound

- URL example (without replacements): www.crm.com/api/search?callerId=%CALLERID%&direction=%DIRECTION%

- Final URL becomes: www.crm.com/api/search?callerId=0123456789&direction=Inbound

Inbound Call with Call Flow

Call received from 0123456789, call route is Route1:

- %CALLERID% macro is replaced with 0123456789

- %CALLFLOW% macro is replaced with Route1

- URL example (without replacements): www.crm.com/api/search?callerId=%CALLERID%&callFlow=%CALLFLOW%

- Final URL becomes: www.crm.com/api/search?callerId=0123456789&callFlow=Route1

All Macros Combined

Call received from 0123456789, international number +44123456789, direction Inbound, call route is Route1:

- %CALLERID% macro is replaced with 0123456789

- %CALLERID_INTL% macro is replaced with +44123456789

- %DIRECTION% macro is replaced with Inbound

- %CALLFLOW% macro is replaced with Route1

- URL example (without replacements): www.crm.com/api/search?callerId=%CALLERID%&callerIdInt=%CALLERID_INTL%&direction=%DIRECTION%&callFlow=%CALLFLOW%

- Final URL becomes: www.crm.com/api/search?callerId=0123456789&callerIdInt=+44123456789&direction=%Inbound%&callFlow=Route1

Setup Instructions

In the Yay dashboard, go to Account > Integrations > Custom Call Popup.

Input a Nickname and complete a URL String utilising the above macro options. For example, the string could be “www.mycrm.com/api/search?callerId=%CALLERID%”.

Hit Save.

Now the Integration will be visible for Users to select from the Desktop App to trigger screen pops on inbound calls.

In the Desktop App:

- Settings > Contacts > Pop Linked CRM on Call > Set to ON (if using a browser application, choose whether to replace open in a new tab or a new window)

- CRM for Contact Pop dropdown > Select the Nickname of your chosen Call Popup integration

- If Pop on Answered is left Off, the call popup will be triggered when the call rings

- Other settings can be toggled as required

If you have any questions, please contact our friendly Support Team on 0330 122 6000, or by emailing help@yay.com.