Inbound Call Routing
- Igor Selizhuk
- Development
Header
All request must contains "X-ApiKey" header with ClientKey in there
ClientKey example: "0d4852a98cbf4c8csb0cdee1b6f31e95f"
Note that you will need to get a client key specific for your company (and for specific SmartAdvocate client) once you start developing an integration
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.
Case Selection
Case selection can be done using one of the two options.
(default) 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.
If the system parameter “Prefer cases with higher rule priority (instead of most recent open date)“ in the “IVR Call Routing” group is set to True, the routing will be done based on the Rule priority. If the caller has more than one case the case with applicable rule of the higher priority will be selected.
Additional System Parameters
Ignore closed cases - when set to true, closed cases will be ignored and won’t be considered/returned.
Ignore non-retained cases - when set to true, cases that are not marked as retained will be ignored and won’t be considered/returned.
Case statuses to be ignored - allows to specify statuses that will be ignored and cases in those statuses won’t be considered/returned.
Staff Selection
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:
Case Group | Case Type | Case Status | Priority | Case Role | |
|---|---|---|---|---|---|
| 1 | All | All | All | -1 | Paralegal |
| 2 | Social Security | All | All | 1 | Case Manager |
| 3 | VA | VA Appeal, | All | 2 | Attorney |
| 4 | VA | VA Initial Claim | All | 2 | Case Manager |
| 5 | Auto Accident, | All | Pre-Lit 00 - Reporting, | 4 | Case Manager |
| 6 | Auto Accident, | All | Pre-Lit 06 - Pending, | 4 | Attorney |
| 7 | Auto Accident, | All | Settled 10 - Money Being Held, | 4 | Billing |
Routing Examples:
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.
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.
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.
“Prefer cases with higher rule priority (instead of most recent open date)“ is set to false. Phone number is matched to two open cases. One is open on 1/15/2021 and another is open on 5/15/2021. The second case will be selected.
“Prefer cases with higher rule priority (instead of most recent open date)“ is set to true. Phone number is matched to two open cases. One case is a Social Security case and another one is a VA case (VA Appeal). Since Social Security case rule has priority 1 and VA case rule has priority 2, VA case will be selected.
Parameters
Phone - 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
Phone - 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.
[
{
"Staff": [],
"CaseID": 518256,
"Open": true,
"Retained": false,
"Status": ""
},
{
"Staff": [
{
"Name": "Altman, Keith",
"Email": "useremail@lawfirmdomain.com",
"Role": "Managing Attorney"
},
{
"Name": "Kolosova, Lana",
"Phone": "30",
"Email": "staffemail@lawfirmdomain.com",
"Role": "Paralegal"
}
],
"CaseID": 292605,
"Open": true,
"Retained": true,
"Status": "Case Settled - Awaiting Collection",
"StatusDate": "2019-12-10T10:09:00"
}
]CheckPhoneNumber
Interface to check if caller’s number is present in SmartAdvocate.
Parameters
Phone - caller's phone number.
Return Values
Name - Name of the contact
ContactType - Type of the contact.
ContactCategory - Category of the contact (1 - Individual, 2 - Organization)
{
"Name": "John, Doe",
"ContactType": "Attorney",
"ContactCategory": 1
}
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