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Automatic Call Distribution for Salesforce

 

Data Lookup

 

1.Goal - Get the name of the caller from the Salesforce on basis of the caller number to greet the caller like Hello Sara Jones.

 

2. Data lookup service explanation - Help

 

3.Automatic Call Distribution for Salesforce set up for Name Lookup. Default set up available with Automatic Call Distribution for Salesforce

 

Name_Setup

NameLookUp_2

 

4.Parameters required for Name data lookup service

 

1.Data Lookup ID

 

Name_Setup

 

2.Org Id

3.PBX ID

 

3CX_Main_Setup

 

4.Caller Id

5.PBX Token

 

Twilio Studio changes for Name Look Up

 
1.  Create function in Twilio for caller name look up.

 

twilio-function-name-look-up-1

 

twilio-function-name-look-up-2

 

 

 

Sample code for name look up function -

 

 

 

const axios = require('axios');

 

exports.handler = function (context, event, callback) {

 const twiml = new Twilio.twiml.VoiceResponse();

 

  var pbxToken = "abcdhdhdhddhdha9483789555fjhfkjfhfhjfhfjh";

  var orgId = "00D24000000HxHABCD";

  var pbxId = "E0BE26-58A3C0-65B267";

  var lookupid = "7DC115-CC8F9C-57C2E9";

  var apiBaseUrl = "https://acd1.miragecloud.com/acd/api/DataLookup/";

  var callerId = event.CallerId;

  var caller = callerId.split('@')[0].split(':')[1];

 

  var url = apiBaseUrl + pbxId + orgId + "?callerid=" + caller + "&token=" + pbxToken + "&lookupid=" + lookupid;

 

 axios

   .get(url)

   .then((response) => {

 

     var responsestring = response.data.replace('{\n  \"name\" : \"',"").replace('\"\n}',"");

 

     twiml.say('Hello ' + responsestring);

   

     return callback(null, responsestring);

   })

   .catch((error) => {

     console.error(error);

     return callback(error);

   });

};

 

 

2. Create a studio flow for the call flow and call the above name look up function to get the caller name. Pass CallerId as the function parameter.

 

twilio-studio-flow-1

 

twilio-studio-function-parameter-name-lookup

 

 

 

Note : To test any Automatic Call Distribution for Salesforce set up, you can use Custom Configuration Test Tool available in PBX test tool