CallTools Agent Availability Integration

The CallTools integration enables CallGrid to receive real-time agent availability updates from your CallTools contact center environment. This integration uses CallTools' REST API to monitor agent status changes and route calls intelligently based on agent availability and queue capacity.

Prerequisites

Before setting up this integration, ensure you have:

• An active CallTools account with manager-level access
• Access to the CallTools platform integrations section
• A generated API Token from your CallTools account
• Your specific queue identifier for agent availability monitoring

Configuration Steps

Step 1: Generate API Token

1. Log into your CallTools platform
2. Navigate to Integrations → API Keys
3. Click Create API Key or generate a new token
4. Copy the generated API token immediately
5. Store the token securely (it cannot be retrieved later)

Step 2: Identify Your Queue

1. In CallTools platform, navigate to your queue management section
2. Identify the specific queue you want to monitor for agent availability
3. Note the queue name or identifier - this will be used in the integration

Step 3: Configure CallGrid Integration

Phase 1: Basic Template Setup

1. Navigate to your CallGrid destination settings
2. Click the Webhook tab
3. Enable Webhook Integration
4. Enable Template Mode
5. Select CallTools from the Agent Availability templates
6. Fill in the required fields:

Required Configuration Fields

API Token (Required)

• Paste the API token generated from your CallTools account
• Format: Alphanumeric string (e.g., abc123def456ghi789jkl012)
• This authenticates your requests to the CallTools API

Queue (Required)

• Enter your CallTools queue identifier or name
• This identifies which queue to monitor for agent availability
• Example: sales-queue or support-team

7. Click Save Webhook to proceed to advanced configuration

Phase 2: Advanced Configuration (Optional)

After saving your basic template configuration, you'll be taken to the advanced configuration screen. The system automatically builds the webhook URL and authentication headers for you.

Acceptance Parsing

The most important setting is the acceptance criteria, which determines when calls should be sent to this destination.

Minimum Agent Threshold The system is pre-configured to check for available agents. You can adjust the minimum number of agents required:

• Value: 0 - Accept calls when any agents are available (default)
• Value: 1 - Accept calls when at least 2 agents are available
• Value: 2 - Accept calls when at least 3 agents are available
• Value: 3 - Accept calls when at least 4 agents are available

Simply change the number in the "Value" field to set your minimum agent requirement.

Testing Your Configuration

To test your integration:

1. Fill in your API Token and Queue in the configuration boxes
2. Click Run Webhook
3. Verify the test passes and shows agent availability data
4. Confirm the acceptance parsing criteria work correctly

The test will show you real data from your CallTools queue and whether calls would be accepted based on your settings.

Advanced Configuration Examples

Example 1: Basic Available Agent Check

Acceptance Criteria:

• Field: count
• Condition: Greater Than
• Value: 0

This configuration accepts calls only when the API returns at least one agent record.

Example 2: Available Agent Threshold

Custom JSON Parsing: Count agents where status equals "Available" and queue_logged_in is true.

Acceptance Criteria:

• Condition: Greater Than
• Value: 2

This setup ensures calls are accepted only when at least 3 agents are available and logged into the queue.

Example 3: Queue-Specific Availability

Agent Availability Parsing:

• Property: results[*].queue_logged_in
• Count agents with true values

This configuration specifically monitors agents logged into the target queue.

Example 4: Status-Based Filtering

Advanced Parsing: Filter results array for agents where status equals "Available".

This approach only counts agents with "Available" status, excluding those on calls or in wrap-up.

Troubleshooting

Common Issues

Authentication Failures

• Verify your API Token is correct and current
• Ensure the token format is correct (no extra spaces or characters)
• Check that your CallTools user has appropriate API permissions

Invalid Queue Parameter

• Confirm the queue name or identifier exists in your CallTools account
• Verify spelling and case sensitivity of queue names
• Test API endpoint manually to validate queue parameter

Connection Timeouts

• Check your CallTools silo subdomain (e.g., east-1, west-1)
• Ensure your CallTools account is active and accessible
• Verify network connectivity to calltools.io domain

Testing the Integration

To test your CallTools integration:

1. Enter your API Token and Queue in the configuration fields
2. Click Run Webhook button to test the connection
3. Verify the test passes and shows your queue's current agent data
4. Confirm the acceptance parsing works correctly with your agent threshold

The webhook test will connect to your CallTools account in real-time and show you whether calls would be accepted based on your current agent availability and threshold settings.

Silo Identification

CallTools uses multiple silos with different subdomains:

• east-1.calltools.io
• west-1.calltools.io
• central-1.calltools.io

Check your CallTools login URL to identify your silo subdomain.

Rate Limits and Considerations

• API Rate Limit: 1000 requests per hour per account
• Response Time: Typically under 500ms
• Data Freshness: Real-time agent status
• Pagination: Default 25 results per page, max 250

Support and Additional Resources

CallTools Documentation

• CallTools API Documentation
• API Conventions Guide
• Agent Status Definitions

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters
3. Test API connectivity using provided curl commands
4. Contact CallGrid support with integration details