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Telavox

Info

Telavox Touchpoint uses dstny's "Meridix" platform behind the scenes.

Features

Trigger an NPS survey on SMS after an incoming call has ended.

  • Users (TelavoxUserId)
  • Queues (TelavoxQueue)

Getting started

To get started with this integration, we recommend that you reach out to your contact at Telavox as they can provide further understanding of your phone setup. If you have access to the required information and know your phone setup please read on.

Requirements

You have a subscription to nps.today that includes SMS surveys

You are required to provide the following attributes from Telavox to setup the integration

  • CollectionPointIdentifier
  • CustomerId
  • token
  • secret
  • list of Mesurement Object Identifiers queues/groups/users to trigger surveys from
Tip

You should contact your Telavox consultant for help with the above information, and assistance regarding your phone setup.

Setup

Getting your secret and token

If the gif below does not play please follow these steps:

  • Go to your meridix website telavox.meridix.se and login
  • Go to Adminstration -> Users
  • Click any admin user that will remain in the platform permanently
  • Go to the "API Tickets" tab
  • Enter a name and click "Create API Ticket"
  • Check the "Report" checkbox in the card that appears below
  • Click "View Secret" and enter your password again in the popup
  • Copy your secret and token

Meridix Authentication

Finding the identifiers

On the image below all all the data you need to setup your integration is highlighted in different colors

To find the location of the data displayed on the screenshot below. Login to your Meridix website at telavox.meridix.se, go to Adminstration -> Mesurement Objects

  • Red is location hints to show where the screenshot is taken
  • Green is your Mesurement Object Identifiers they define a queue, User, or IVR. In the screenshot they appear as random letters and numbers ex. 29fa1gb but they may also appear at phone numbers depending on your configurations
  • Blue is your Collection Point IdentifierYou may have multiple of these that you can choose in the dropdown, usually most accounts have just one. You need the ID of this, not the name.

Meridix Info

Configuring nps.today

go to app.nps.today/home/ivr

Click "Add IVR" in the top right.

  • Name: Give it a name.
  • Campaign: Pick a campaign (Set the campaign to manual at first if you don’t want to trigger any surveys right away).
  • IVR Provider: Choose Telavox in the IVR Provider dropdown.
  • Collection Point Identifier: Put in your Collection Point Identifier from Telavox.
  • CustomerID: Put in your Customer ID from Telavox. If you don't know your Customer ID enter a random number.
  • Module Name: Put in Telavox.
  • Report Name: Select the report to collect data from. See more in the data section.
  • Mesurement Object Identifiers: put in your Mesurement Object Identifiers from Telavox.
  • Token: Put in your token from Telavox.
  • Secret: Put in your secret from Telavox.
  • Default Country: If you do not receive country code on your calls, you can add them here. If you are receiving call from Sweden with no county code add SE in this field.
    See what country codes we support here.
  • Test: When everything is filled click test in the top right corner.
    If you did not know your customer id, you should see a similar message to this:
    Meridix Info
    Set your correct Customer ID "5" and click test again.
    Otherwise you should get a JSON formatted response with the calls nps.today can see with the given setup and the timeframe set in the test window.

If everything is correct, click "Save", and you are live!

Options

Ignore Transferred Out enabled

We recommend enabling this feature

Checking the Ignore Transferred Out box will ignore all calls that are marked as "Transfer" in the customMassage field ("customMessage": "Transfer"). This includes internal transfers between Queues, calls you transfer to phonenumbers outside your own phone setup, and redirections outside the original queue.

This means that the Agent ending the call will trigger a survey, as this is not a "Transfer".

Data

When adding a respondent to nps.today we map certain data in the custom field on the respondent. The data stored is defined by the Report Name you choose when setting up the IVR mapping in nps.today.

Report Name

Below you see payload examples of the data stored from the different reports:

Custom data stored from the TelavoxQueue report 
"custom": {
    "specification": {
        "callId": "Some ID",
        "recordIdentifier": "Some ID",
        "type": "Answered by agent",
        "timestamp": "2023-12-06T12:01:27.103",
        "sourceId": "+4512345678",
        "queueName": "nps.today - Support",
        "answeredByAgentRecordIdentifier": "Some ID",
        "answeredByAgentId": "Some ID",
        "answeredByAgentName": "John Doe",
        "queueTime": 11,
        "duration": 232,
        "customMessage": ""
    },
    "callDuration": 232
  }
Custom data stored from the TelavoxUser report 
{
"specification": {
    "callId": "Some ID",
    "recordIdentifier": "Some ID",
    "type": "Inc. answered",
    "timestamp": "2024-02-05T08:14:53.804",
    "sourceId": "+451235678",
    "distributedFromQueueId": "nps.today - Sales",
    "parentCallId": "Some ID",
    "userIdentifier": "a3b41234",
    "userId": "John Doe",
    "targetId": "",
    "targetIdType": "",
    "duration": 250,
    "customMessage": ""
},
"callDuration": 250
}

FAQ & Known issues

Survey delay

Surveys have a delay of up to 20 minutes after a call has ended due to delays in Meridix that we use to get call information, and our query interval towards Meridix of 10 minutes between each update.

Redirected/Transferred calls

Due to the nature of Meridix being a statistical platform we do not always get the correct information about where a call has ended. A call may from your agents point of view be transferred to a colleague, but in the data we read from Meridix be listed as actually ended before it was transferred out. In in this case please manually reassign the employee you think is the correct responsible for the call in nps.today.

Warning: Multiple identical calls

Notice that by configuring survey triggers on both Queues and Users may cause the same call to be seen twice by our software. If you use our Throttling and/or Duplicate features we will only deliver and charge for one survey. However we do not see the calls in a fixed order so we can not distinguish between them which may result in a wrong employee being assigned as responsible to a survey, or a customer getting a wrong survey. Including the same agent twice and the effects of doing so is your own responsiblity.

Minimal callduration

Call duration filter can currently not be changed. Minimal call duration to qualify a call for a survey is fixed at 10 seconds.