TLD Agent Availability Integration

The TLD (The Lead Dialoguer) Agent Availability integration enables CallGrid to check dialer readiness in real-time before routing calls. This integration helps ensure calls are only sent when your TLD dialer system is ready to handle them.

Prerequisites

Before setting up this integration, ensure you have:

• An active TLD account with API access
• Your TLD subdomain information
• Your Ingroup ID from your TLD system

Configuration Steps

Step 1: Gather TLD Information

1. Log into your TLD system
2. Locate your subdomain (e.g., "dialer" if your domain is dialer.tldcrm.com)
3. Find your Ingroup ID value from your dialer configuration

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 Agent Availability template type
6. Select TLD from the available templates
7. Fill in the required fields:

Required Configuration Fields

Sub domain (Required)

• Enter your TLD subdomain
• Example: dialer

Ingroup ID (Required)

• Enter your Ingroup ID value
• This identifies which ingroup to check for availability

8. Click Save Webhook to proceed to advanced configuration

Phase 2: Advanced Configuration

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)

URL Parameters The integration automatically includes these query parameters:

• ava: Set to 1 to check availability
• ing: Your configured Ingroup ID
• Dynamic phone number from [[tag:InboundNumberNoPlus]]

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 dialer readiness using the ready field:

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

This configuration accepts calls only when TLD responds with a ready value greater than 0.

Testing Your Configuration

To test your integration:

1. Fill in your Sub domain and Ingroup ID
2. In the webhook testing section, provide test values:
3. • tag:InboundNumberNoPlus: Enter a test phone number without plus sign (e.g., 5551234567)
3. Click Run Webhook to test the connection
4. Verify the test passes and shows your TLD system's current readiness status
5. Confirm the acceptance parsing works correctly with the response

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

How It Works

Dialer Availability Check

The integration monitors real-time dialer readiness through TLD's Dialer API:

1. Real-time Polling: CallGrid checks dialer availability before routing each call
2. Readiness Evaluation: The system evaluates current dialer status against your criteria
3. Smart Routing: Calls are only sent when dialer availability meets your thresholds
4. System Protection: Helps prevent sending calls to unavailable or overloaded systems
   

Advanced Configuration Examples

Example 1: Basic Readiness Check

Acceptance Criteria:

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

This configuration accepts calls only when the TLD dialer is ready.

Example 2: Enhanced Readiness Threshold

Acceptance Criteria:

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

This setup ensures calls are only accepted when readiness value is greater than 1.

Example 3: Ingroup Validation

Acceptance Criteria:

• Field: ingroup_id
• Condition: Not Equals
• Value: null

This configuration ensures calls are only accepted when a valid ingroup is confirmed.

Troubleshooting

Common Issues

Connection Issues

• Verify your subdomain is correct and matches your TLD system
• Ensure your TLD system is accessible and running
• Check network connectivity to TLD's API endpoints

Invalid Ingroup ID

• Confirm your Ingroup ID exists in your TLD system
• Verify the Ingroup ID is active and properly configured
• Check that the ingroup has agents assigned

No Ready Status

• Ensure agents are logged into your TLD system
• Verify the ingroup is properly configured and active
• Check that the dialer service is running and responsive

Phone Number Format Issues

• Verify phone numbers are being passed without the plus sign
• Check that the InboundNumberNoPlus tag is being populated correctly
• Test with different phone number formats if needed

Testing the Integration

Template Configuration Test:

1. After entering subdomain and ingroup ID, click Save Webhook
2. Review the auto-generated URL and parameters

Built-in Webhook Test:

1. In the advanced configuration screen, provide test values:
2. • tag:InboundNumberNoPlus: Enter a test phone number (e.g., 5551234567)
2. Click Run Webhook to test the connection
3. Verify the response contains expected readiness data
4. Test different acceptance criteria using the webhook test feature

Live Integration Test:

1. Monitor CallGrid logs for successful availability checks
2. Verify dialer readiness data is being parsed correctly
3. Test call routing based on availability conditions

This integration helps prevent sending calls to unavailable systems and improves overall call handling efficiency by ensuring your TLD dialer is ready before routing calls.