TLD Legacy Agent Availability Integration

Overview#

This integration lets CallGrid ask your TLD (Total Lead Domination) dialer whether agents in an ingroup are ready before it sends a call or bid to a destination. It runs on the destination's Ping and uses TLD's dialer readiness check. If TLD reports no ready agents, the ping is rejected and routing moves to the next destination.

The ping runs for each call or bid that reaches the destination. It is not a background feed from TLD.

This is TLD's legacy availability method. If TLD has moved your account to a newer integration, ask TLD which one to use before you set this up.

Prerequisites#

• A TLD account with API access.
• Your TLD subdomain. If your dialer is at dialer.tldcrm.com, the subdomain is dialer.
• The Ingroup ID of the ingroup to check.
• A CallGrid buyer and a destination for it, saved at least once (the Ping tab is available only after the destination is saved).

Step 1: Configure the destination Ping#

1. In CallGrid, go to Buyers > Destinations and edit the destination.
2. Open the Ping tab and turn on Ping Integration.
3. Turn on the Ping Template toggle, then in the template picker (Agent Availability group) choose TLD.
4. Fill in Sub domain (for example dialer) and Ingroup ID.
5. Keep the Ping Timeout short so a slow TLD response does not delay routing.
6. Click Save Ping.

Turn on Ping Template (2), choose TLD (3) and enter your Sub domain and Ingroup ID (4).

The template sends a GET to https://<subdomain>.tldcrm.com/api/public/dialer/ready/[[tag:InboundNumberNoPlus]]?ava=1&ing=<Ingroup ID>. It needs no API key or headers. To see the request, turn Ping Template off: Request Data then shows what the template built.

With Ping Template off (1), Request Data shows the GET to your tldcrm.com subdomain with the caller's number (2).

Step 2: Set the readiness rule#

The template's acceptance rule reads ready with Parsing Type JSON: ready Greater Than 0, which accepts when TLD reports at least one ready agent. Operators are Equals, Not Equal To, Greater Than and Less Than.

The TLD template accepts on ready Greater Than 0 (1). Agent Availability under Field Mapping (2) is optional.

Step 3: Test#

1. In Ping Testing, enter a test value for InboundNumberNoPlus (a 10-digit number with no plus sign), then click Run Ping.
2. Confirm the response shows TLD's ready value and that the accept or reject result matches your rule.
3. Test once with agents logged in to the ingroup and once with none.
4. Click Save Ping, then Save Destination.

On the campaign Routing tab, place a fallback destination after the TLD destination and turn on Failover Routing. When the ping is rejected, routing continues to the next destination.

Step 4: Protect agents from overlapping calls#

Readiness can change between the ping and the call, and two calls a few seconds apart can see the same free agent. In the destination's Capacity and Limit Settings, turn on Enable Capacity Guard and set Capacity Guard Seconds. Capacity Guard holds the destination out of new auctions for that time after its ping wins.

Failure handling and limits#

• Rejection Protection off: a TLD timeout or error rejects the ping and skips the destination. On: errors do not reject the call or bid. Turn it on only if you would rather send calls during a TLD outage than lose them.
• Every call or bid sends a request to TLD. Set Max Pings Per Minute on the destination if TLD limits your request rate.

Monitoring#

Reports > Pings, grouped by destination, shows Accept %, Failed Accept (not ready), Timeout %, API Failed and Avg ms for the TLD destination.

Troubleshooting#

Do it with AI#

Ask Claude or ChatGPT. Try: "How many pings to my TLD destination were accepted today, and how many were rejected as not ready?" Claude and ChatGPT need the CallGrid connector turned on (setup guides for Claude and ChatGPT).

The connector is read only. It looks things up and reads your data. You make the changes in CallGrid.

Stuck on a step? Ask Griddy.