DialedIn Agent Availability Integration

The DialedIn integration enables CallGrid to receive real-time agent availability updates from your DialedIn contact center environment. This integration uses DialedIn's API to monitor agent availability and route calls intelligently based on current staffing levels.

Prerequisites

Before setting up this integration, ensure you have:

• An active DialedIn account with administrative privileges
• Access to your DialedIn Management Console
• A generated API token from your DialedIn account
• Your specific Account ID for the integration

Configuration Steps

Step 1: Generate API Token

1. Log into your DialedIn Management Console
2. Navigate to your API settings or Integration section
3. Generate or locate your API Token
4. Copy the token securely (you'll need this for the integration)

Step 2: Identify Your Account ID

1. In your DialedIn Management Console, locate your Account ID
2. This is typically found in your account settings or dashboard
3. Note this identifier - it will be used in the integration setup

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 DialedIn from the Agent Availability templates
6. Fill in the required fields:

Required Configuration Fields

API Token (Required)

• Paste your DialedIn API token
• This token authenticates your requests to DialedIn
• Example: abc123def456ghi789

Account ID (Required)

• Enter your DialedIn account identifier
• This specifies which account to monitor for agent availability
• Example: 12345678

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 using the AvailableInboundAgents field. 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 Account ID in the configuration boxes
2. Click Run Webhook
3. Verify the test passes and shows agent availability data from your DialedIn system
4. Confirm the acceptance parsing criteria work correctly

The test will show you real data from your DialedIn contact center and whether calls would be accepted based on your settings.

Advanced Configuration Examples

Example 1: Basic Available Agent Check

Acceptance Criteria:

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

This configuration accepts calls only when at least one inbound agent is available.

Example 2: Multiple Agent Threshold

Acceptance Criteria:

• Field: AvailableInboundAgents
• Condition: Greater Than
• Value: 2

This setup ensures calls are accepted only when at least 3 inbound agents are available and ready.

Example 3: High-Volume Staffing Requirements

Acceptance Criteria:

• Field: AvailableInboundAgents
• Condition: Greater Than
• Value: 4

This configuration requires at least 5 available agents before accepting calls, ensuring adequate staffing for busy periods.

Troubleshooting

Common Issues

Authentication Failures

• Verify your API Token is correct and current
• Ensure the token has proper permissions for API access
• Check that your DialedIn account is active and accessible

Invalid Account ID

• Confirm your Account ID exists in your DialedIn system
• Verify the Account ID is active and properly configured
• Check that the ID is numeric and matches your DialedIn account

No Agent Data Returned

• Ensure agents are logged into your DialedIn system
• Verify agents are assigned to handle inbound calls
• Check that the agent monitoring is functioning properly

Testing the Integration

To test your DialedIn integration:

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

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

Rate Limits and Considerations

• Monitor API usage to stay within DialedIn's rate limits
• Agent availability data updates based on DialedIn's refresh intervals
• Consider the performance impact of frequent API calls during peak hours

Support and Additional Resources

DialedIn Documentation

• DialedIn API Integration Guide
• DialedIn User Documentation

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters
3. Contact CallGrid support with integration details