EnrollHere Agent Availability Integration

The EnrollHere integration enables CallGrid to receive real-time agent availability updates from your EnrollHere dialer environment. This integration uses EnrollHere's API to monitor agent availability by queue and route calls intelligently based on current staffing levels and agent status.

Prerequisites

Before setting up this integration, ensure you have:

• An active EnrollHere account with administrative privileges
• Access to your EnrollHere management dashboard
• Your specific Queue ID for the agents you want to monitor
• Network access to EnrollHere's API endpoints

Configuration Steps

Step 1: Identify Your Queue ID

1. Log into your EnrollHere management dashboard
2. Navigate to Queue Management or Agent Queues
3. Locate the queue you want to monitor for agent availability
4. Note the Queue ID - this is typically a numeric identifier
5. This ID will be used to specify which queue to monitor for agent availability

Step 2: 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 EnrollHere from the Agent Availability templates
6. Fill in the required field:

Required Configuration Fields

Queue ID (Required)

• Enter your EnrollHere queue ID
• This identifies which queue to monitor for agent availability
• Example: 123456789

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:

https://api.enrollhere.com/dialer/availability/byQueue/123456789?phone=[[tag:CallerId]]&state=[[tag:InboundStateCode]]

HTTP Method

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

Authentication

EnrollHere integration uses API-based authentication:

• No additional headers required for basic availability checks
• The system automatically handles authentication through the URL structure

Dynamic URL Parameters

The integration automatically includes dynamic parameters:

• phone: [[tag:CallerId]] - The caller's phone number
• state: [[tag:InboundStateCode]] - The caller's state code

These parameters allow EnrollHere to provide contextual availability information based on the specific call details.

Acceptance Parsing

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

Parsing Type

• Parse Type: JSON (automatically configured)
• Parse Field: Configure which field from the API response to evaluate

Default Acceptance Criteria The system is pre-configured to check for agent availability using the available field:

• Field: available
• Condition: Equals
• Value: true

This configuration accepts calls only when the EnrollHere API returns "available": true for the specified queue.

Agent Availability Parsing

Response Field Options Configure which fields from the EnrollHere API response to use for agent availability:

• Property Path: Enter the JSON path to the availability data
• Common Fields:
• • available - Boolean indicating if agents are available
  • agent_count - Number of available agents
  • queue_status - Overall queue status
  • capacity - Current queue capacity

Testing Your Configuration

To test your integration:

1. Fill in your Queue ID in the configuration box
2. Provide test values for tag:CallerId and tag:InboundStateCode
3. Click Run Webhook button to test the connection
4. Verify the test passes and shows your current agent availability data
5. Confirm the acceptance parsing works correctly with your criteria

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

How It Works

Agent Status Monitoring

The integration monitors real-time agent status changes through EnrollHere's Dialer Availability API:

1. Real-time Polling: CallGrid checks agent availability before routing each call
2. Queue-Specific Monitoring: The system monitors the specific queue you've configured
3. Contextual Availability: Uses caller information (phone, state) for intelligent routing
4. Dynamic Response: Adapts to real-time changes in agent availability

API Response Structure

EnrollHere's API returns agent availability data in the following format:

{

  "queue_id": "123456789",

  "available": true,

  "agent_count": 5,

  "queue_status": "active",

  "capacity": 10,

  "last_updated": "2025-09-23T15:30:00Z"

}

Advanced Configuration Examples

Example 1: Basic Availability Check

Acceptance Criteria:

• Field: available
• Condition: Equals
• Value: true

This configuration accepts calls only when agents are available in the queue.

Example 2: Minimum Agent Count

Acceptance Criteria:

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

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

Example 3: Queue Status Validation

Acceptance Criteria:

• Field: queue_status
• Condition: Equals
• Value: active

This configuration verifies the queue is actively accepting calls.

Example 4: Capacity-Based Routing

Acceptance Criteria:

• Field: capacity
• Condition: Greater Than
• Value: 5

This configuration requires adequate queue capacity before accepting calls.

Advanced Use Cases

Multi-Queue Monitoring

Configure multiple CallGrid destinations, each monitoring different EnrollHere queues for specialized routing based on call type or geographic region.

State-Based Routing

Leverage the automatic state parameter to route calls to queue agents specialized in specific geographic regions.

Performance-Based Distribution

Use availability data combined with CallGrid's bidding rules to optimize call distribution based on queue performance.

Troubleshooting

Common Issues

Invalid Queue ID

• Confirm your Queue ID exists in your EnrollHere system
• Verify the Queue ID is active and properly configured
• Check that the ID is numeric and matches your EnrollHere queue

No Agent Data Returned

• Ensure agents are logged into your EnrollHere system
• Verify agents are assigned to the specified queue
• Check that the queue monitoring is functioning properly

API Connection Issues

• Verify network connectivity to EnrollHere's API endpoints
• Check if there are any firewall restrictions blocking API calls
• Ensure your EnrollHere account has API access enabled

Parameter Parsing Errors

• Verify that CallerId and InboundStateCode tags are properly configured
• Check that the dynamic parameters are being populated correctly
• Test with sample values to ensure URL construction is working

Testing the Integration

Manual API Test:

curl "https://api.enrollhere.com/dialer/availability/byQueue/123456789?phone=5551234567&state=CA"

Template Configuration Test:

1. After entering Queue ID, click Save Webhook
2. Review the auto-generated URL structure

Advanced Configuration Test:

1. In the advanced configuration screen, provide test values for variables
2. Click Run Webhook to test the connection
3. Verify the API response contains expected availability data
4. Test different acceptance criteria

Live Integration Test:

1. Monitor CallGrid logs for successful API calls
2. Verify agent availability data is being parsed correctly
3. Test call routing based on availability conditions

Rate Limits and Considerations

• API Rate Limit: Monitor usage to stay within EnrollHere's rate limits
• Response Time: Typically under 1 second for availability checks
• Data Freshness: Real-time agent status updates
• Geographic Routing: Leverage state-based routing for improved performance

Support and Additional Resources

EnrollHere Documentation

• EnrollHere API Documentation
• Dialer Availability API Reference
• Queue Management Guide

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