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Configure Playvox

Set up Playvox with CloudTalk

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Written by Tom Grant
Updated over a month ago

Learn how to integrate CloudTalk with your Playvox account.

User Level:

  • Admin


Playvox Integration Setup

In order to activate your Playvox Integration with CloudTalk, you will first need to log in to Playvox and create and authorization token. You will then paste the Playvox installation URL, Playvox client identifier, and the secret key into your CloudTalk dashboard.

Prerequisites

  • Essential, Expert or Customer CloudTalk plan

  • Playvox admin user

Add Token in Playvox

  1. Login to your Playvox admin account.

  2. Go to Manage Organization (top right) > Integrations > OAuth Tokens > Add New.

  3. In the add new popup window you will need to create:

    1. client identifier

    2. description

    3. token duration

    4. client secret key

  4. Keep track of the client identifier and secret key values for pasting into your CloudTalk dashboard later.

  5. From Manage Organization > Integrations > Add New > Other, select Install.

  6. Enter an integration identifier (i.e., cloudtalk_1) followed by a description.

  7. Save.


Activate Playvox in CloudTalk

  1. Login to your CloudTalk Dashboard.

  2. Go to Account > Integrations.

  3. In the Add Integration section, find Playvox and click + Add.

  4. Enter your Playvox installation URL, Playvox client identifier, and secret key.

  5. Submit.

  6. Finally confirm the following fields have been filled:

    1. Caption - This is the name for your integration.

    2. Workflow settings should all be set to ON. You can choose to export inbound and outbound calls. Inbound missed and voicemail calls are not currently exportable.

    3. If you want to export only calls from specific CloudTalk numbers, add numbers in the Connected Numbers section. If left empty, all calls via all CloudTalk numbers will be exported as workstreams according to step 6 settings.

Exported Call Data

Each call is exported to Playvox as a workstream with a contact and 2 interactions—1 for the call and 1 for the post-call wrap up.

Data Mapping

CloudTalk Call

Playvox Workstream

Call answered date & time

First answer time

Talk time

Talk time

Wrap-up time

Wrap time

Wait time

Wait time

Talk time + Wrap time

Handle time

-

Channel: Phone
Always phone

Direction

Direction

Agent

Answered agent name
Note: Customer must set up all CloudTalk agents in Playvox.

Call tags

Source Type Identifier


If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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