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In this article, you’ll learn how to set up the Playvox integration with CloudTalk, including how to generate authentication tokens, connect your accounts, configure data export settings, and control which calls are synced.
User level: Admin

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Prerequisites

  • Essential, Expert or Custom CloudTalk plan
  • Playvox admin user
  • The email address you use in CloudTalk must match exactly with the email address in your Playvox account. If the emails do not match, synchronization will not work correctly.

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Configure Playvox

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Add Token in Playvox

  1. Log in 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.

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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.

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Adding users in Playvox

For Playvox to display any meaningful data, every CloudTalk user needs to have been added to Playvox.
If this is not done, call data will display a blank field under Agent Name and it will not be able to show agent activity.
1. Go to Manage Organization Cog (top right) > Users > Add New User. 2. Enter in the users details such as Name, Email, Timezone, Team & Role.
3. Click the Reset Password button to email a new password to the user. 4. Under Integrations select CloudTalk from the dropdown options > + Add Integrations.
5. Then add the alias for the user, i.e First Name + Last Name
6. Finally, click the Save Integrations button (top right). This is very important as without an alias being set for the user their exported call data will not be shown.

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Disconnect or Remove Integration

You have two options if you no longer want to use the integration:
  • Deactivate: In your CloudTalk Dashboard, go to Account > Integrations > Playvox and toggle the status to inactive. This pauses syncing but keeps your settings.
  • Remove: To remove the integration completely, go to Configure > Delete Integration, type DELETE, and confirm.
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