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Users are assigned call IDs that can be integrated with a system - of - record (like a service desk tool’s contact list)Experts can click on a Deeplink to launch application and call a specific contact from the system or record. This can then be used to initiate a call to that user and external data can be added for case id or any other record id.
The deeplink then launches application and calls a specific contact that is specified within the deeplink.
The call is connected and the external data included in the deeplink is stored within the session data.
The call’s session data is sent to the CMS to be stored with the external data included.
A webhook is triggered when the call session data is stored in the CMS.
The system of record (or some middleware application) is triggered by the webhook which then queries the CMS API for the full details of the call session. (see Session Data Sample Queries )
The call session is then stored in the system of record, using the external data from the deeplink as the cross-reference info to connect the call session data to other records in that system.