DialPad Agent Availability Integration

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

Prerequisites

Before setting up this integration, ensure you have:

• An active DialPad account with administrative privileges
• Access to your DialPad Management Console
• A generated Bearer Authentication Token from your DialPad account
• Your specific Call Center ID for the integration
• API access enabled on your DialPad account

Configuration Steps

Step 1: Generate Bearer Authentication Token

1. Log into your DialPad Management Console
2. Navigate to Settings → API & Integrations
3. Click Create API Token or locate your existing token
4. Copy the Bearer token securely (you'll need this for the integration)
5. Ensure the token has permissions for call center status monitoring

Step 2: Identify Your Call Center ID

1. In your DialPad Management Console, navigate to Call Centers
2. Select the call center you want to monitor for agent availability
3. Note the Call Center ID from the URL or settings page
4. This identifier 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 DialPad from the Agent Availability templates
6. Fill in the required fields:

Required Configuration Fields

Bearer Authentication Token (Required)

• Paste your DialPad Bearer authentication token
• This token authenticates your requests to DialPad's API
• Example format: Bearer your_token_here

Call Center ID (Required)

• Enter your DialPad call center identifier
• This specifies which call center to monitor for agent availability
• Example: 12345678 or cc_abcd1234

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.

Request Configuration

URL Structure The webhook URL is automatically generated based on your configuration:

HTTP Method

• Method: GET (automatically configured)
• Timeout: 10 seconds (default, adjustable)

Authentication Headers

The system automatically configures the Authorization header:

• Key: Authorization
• Value: Bearer {YOUR_TOKEN} (your Bearer authentication token)

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 on_duty_operators 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.

Additional Acceptance Criteria Click Add acceptance criteria to create multiple conditions based on DialPad's response data:

• Monitor available agent count
• Check queue-specific availability
• Set business hours restrictions
• Combine multiple operational conditions

Agent Availability Parsing

Response Field Mapping Configure which fields from the DialPad API response to use for agent availability:

• Property Path: Enter the JSON path to the availability data
• Common Fields:
• • on_duty_operators - Agents currently on duty and available
  • busy_operators - Agents currently handling calls
  • available_operators - Agents ready to receive calls
  • queue_length - Current number of calls in queue

Testing Your Configuration

To test your integration:

1. Fill in your Bearer Authentication Token and Call Center 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 criteria work correctly with your agent threshold

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

Advanced Configuration Examples

Example 1: Basic Available Agent Check

Acceptance Criteria:

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

This configuration accepts calls only when at least one agent is on duty and available.

Example 2: Multiple Agent Threshold

Acceptance Criteria:

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

This setup ensures calls are accepted only when at least 3 agents are on duty, providing buffer capacity.

Example 3: Queue Management

Acceptance Criteria:

• Field: available_operators
• Condition: Greater Than
• Value: 1

AND

• Field: queue_length
• Condition: Less Than
• Value: 5

This configuration accepts calls when multiple agents are available AND the queue isn't too backed up.

How It Works

Agent Status Monitoring

The integration monitors real-time agent status changes through DialPad's Call Center Status API. Agent statuses include:

• Available - Agent is ready to receive calls
• On Call - Agent is currently handling a call
• Away - Agent is temporarily unavailable
• Do Not Disturb - Agent is not accepting calls
• Offline - Agent is not logged into the system

Real-Time Updates

CallGrid polls DialPad's API at configurable intervals (typically every 10-30 seconds) to receive the most current agent availability data. This ensures routing decisions are based on up-to-date information.

Call Routing Logic

When a call comes into CallGrid:

1. The system checks the configured DialPad webhook
2. Retrieves current agent availability from DialPad's API
3. Applies your acceptance criteria (minimum agents, queue limits, etc.)
4. Routes the call to this destination only if criteria are met
5. Otherwise, continues to the next destination in the routing sequence

Troubleshooting

Common Issues

Authentication Failures

• Verify your Bearer Authentication Token is correct and current
• Ensure the token has proper permissions for API access
• Check that your DialPad account has API access enabled

Invalid Call Center ID

• Confirm your Call Center ID exists in your DialPad system
• Verify the Call Center ID is active and properly configured
• Check that you have permissions to access this call center

No Agent Data Returned

• Ensure agents are logged into your DialPad system
• Verify agents are assigned to the monitored call center
• Check that agent status monitoring is functioning in DialPad

Webhook Timeouts

• Check your internet connection and firewall settings
• Verify DialPad's API is accessible from your network
• Consider adjusting the timeout value if DialPad responses are slow

Testing Best Practices

1. Initial Setup Testing: Always run the webhook test after configuration
2. Live Environment Testing: Test during different staffing levels to verify thresholds
3. Edge Case Testing: Test with zero agents, maximum agents, and queue scenarios
4. Regular Monitoring: Set up alerts for webhook failures or unexpected responses
   

Rate Limits and Considerations

• API Rate Limits: Monitor API usage to stay within DialPad's rate limits
• Update Frequency: Agent availability data updates based on DialPad's refresh intervals
• Performance Impact: Consider the performance impact of frequent API calls during peak hours
• Failover Strategy: Configure backup destinations in case DialPad integration fails

Reporting and Analytics

Once configured, the DialPad integration provides visibility in CallGrid reports:

• Agent Availability Trends: Track agent availability over time
• Routing Decisions: See how often calls are accepted/rejected based on agent availability
• Performance Metrics: Monitor call routing efficiency and agent utilization
• Multi-Destination Analytics: Compare agent availability across different call centers

Best Practices

Threshold Setting

• Start with conservative thresholds (requiring multiple available agents)
• Adjust based on actual call volume and agent performance
• Consider peak vs. off-peak hour requirements

Monitoring and Maintenance

• Regularly verify webhook connectivity
• Monitor for authentication token expiration
• Update Call Center IDs if organizational changes occur
• Review and adjust acceptance criteria based on performance data

Integration with Other Systems

• Combine DialPad availability with other routing criteria
• Use with time-based routing for comprehensive call management
• Integrate with CRM systems for enhanced caller experience

CallGrid Support

If you need assistance with this integration:

1. Check the CallGrid logs for error messages
2. Verify all configuration parameters match your DialPad setup
3. Test the webhook connection using the built-in testing tool
4. Contact CallGrid support with integration details and error logs

For technical support, include:

• Your Call Center ID
• Error messages from webhook tests
• Screenshot of your configuration
• Description of expected vs. actual behavior