Integration Setup

Before you start you will need:

  • An Essential, Expert or Customer CloudTalk plan

  • A CloudTalk admin user

  • A Playvox admin user

In order to activate your Playvox Integration with Cloudtalk you need to login to Playvox first, then copy the settings over to Cloudtalk’s Playvox integrations setup page.

Setting up Playvox ready for integration

  1. Login to your Playvox admin account.

  2. Go to Manage Organisation Cog (top right) > Integrations > Auth Tokens > Add New.

  3. In the add new popup window you will need to create a client identifier, description, token expiry duration (For Example 64000 secs) and generate a client secret key. This client secret key will be used to integrate with CloudTalk later in this guide- record it!

  4. Remain in the Manage Organisation Cog (top right) > Integrations > Add New > Other > Click Install.

5. Enter the integration name (for example cloudtalk_1) followed by a description > Click the Save button.


Adding Playvox to 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.**Then click Submit.

5. Finally confirm the following fields have been filled.

  • Caption - This is the name for your setup

  • Contacts Tag - This tag will be added to all calls and can help with searching

  • API data center - Ensure this is set to your Playvox account’s geographical region (EU,US,AU)

  • Sandbox - if this is a sandbox or test account

6, Workflow settings should all be set to ON. Currently, integrations consist of inbound & outbound calls

Exported call data

For looking up what data has been exported from Cloudtalk, we need to navigate to Analysis > Workstream Details in the Playvox menu.

Useful examples of differences in terminology between CloudTalk and Playvox

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. (A guide to adding users is included later in this article).

Call tags

Source Type Identifier

Playvox workstream filter view

In order to actually see any call data, you have to set up filters via the Filters option at the top of the window.

This can be selecting the workstream (catchall) > Selecting the date range required > clicking apply.

This will display a list of all calls recorded data such as Call Start Time, Call Wait time, & Talk time* amongst others within the catchall workstream.

*Some details are hidden to the right, depending on screen size, you may need to side scroll.

Playvox call detail view

To look at one record you have to select the catchall cell in the row you want to look at.

This will show the call in more details.

Adding users in Playvox

For Playvox to display any meaningful data, every CloudTalk user needs to have been added to Playvox.

❗Warning❗ If this is not done, call data will display a blank field under Agent Name and Playvox will not be able to show agent activity.

  1. Go to Manage Organisation 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)

Ensure this is done for each user as without an alias their exported call data will not be shown.

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

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