Header

All request must contains "X-ApiKey" header with ClientKey in there
ClientKey example: "0d4852a98cbf4c8csb0cdee1b6f31e95f"

GetCallRoutingInfo

Simple interface to get call routing information based on the caller’s phone number.

Only one case and one staff member information will be returned. Open cases will be preferred to Closed. More recent (by open date) cases will be preferred if there is more than one open/closed case.

Staff member will be picked based on the configurable rules. Preferred staff member role can be configured to be different based on the case status, type or group.

The rules can be configured under Admin → Picklist Maintenance → Call Routing.

Rules Example:

Routing Examples:

1. Call comes in and the phone number is matched to a case that belongs to Social Security case group. Two rules are matched: #1 and #2. #2 has higher priority - the case will be routed to Case Manager.

2. Call comes in and the phone number is matched to a case that belongs to Auto Accident case group in LIT 01 status. Two rules are matched: #1 and #6. #6 has higher priority - the case will be routed to Attorney.

3. Call comes in and the phone number is matched to a case that belongs to Dog Bite case group in LIT 01 status. Only #1 rule is matched - the case will be routed to Paralegal.

Parameters

• PhoneNumber - caller's phone number.

Return Values

• CaseID - Id of the caller’s case.

• Phone - Phone number/extension of the staff member who should get the call.

• Email - Email of the staff member who should get the call.

• Open - Case Open/Closed indicator.

• Retained - Indicates if case has been retained.

• Status - Case Status

• Status Date - Date when status was set.

{
  "CaseID": 7,
  "Phone": "1234",
  "Email": "useremail@lawfirmdomain.com",
  "Open": true,
  "Retained": true,
  "Status": "Presign - Making First Contact"
  "StatusDate" : "12/24/2020"
}

GetCallRoutingInfoEx

Universal interface to get call routing information based on the caller’s phone number. Returns all cases associated with the phone number (caller). Within the case information returns all staff members assigned to the case.

Parameters

• PhoneNumber - caller's phone number.

Return Values

• Cases Array

  • CaseID - Id of the caller’s case.

  • Open - Case Open/Closed indicator.

  • Retained - Indicates if case has been retained.

  • Status - Case Status

  • Status Date - Date when status was set.

  • Staff Array

    • Name - Name of the staff member

    • Phone - Phone number/extension of the staff member.

    • Email - Email of the staff member.

    • Role - Case Role of the staff member.