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
Login to your Playvox admin account.
Go to Manage Organization (top right) > Integrations > OAuth Tokens > Add New.
In the add new popup window you will need to create:
client identifier
description
token duration
client secret key
Keep track of the client identifier and secret key values for pasting into your CloudTalk dashboard later.
From Manage Organization > Integrations > Add New > Other, select Install.
Enter an integration identifier (i.e.,
cloudtalk_1) followed by a description.
Save.
Activate Playvox in CloudTalk
Login to your CloudTalk Dashboard.
Go to Account > Integrations.
In the Add Integration section, find Playvox and click
+ Add.Enter your Playvox installation URL, Playvox client identifier, and secret key.
Submit.
Finally confirm the following fields have been filled:
Caption - This is the name for your integration.
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.
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 |
Direction | Direction |
Agent | Answered agent name |
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!