Connecting ICTContact

Calling in ICTERP runs through ICTContact. Before anyone can press Call, an administrator connects the two systems once. You’ll need the ICTContact address and an ICTContact account that’s allowed to manage campaigns and contacts.

Open the settings

Go to Settings and scroll to the ICTContact section. Only administrators can see it.

Fill in the connection

• ICTContact address: the web address of your ICTContact server, for example https://contact.yourcompany.com.
• Login: either a username and password, or an API token from ICTContact. A token is the better choice, since it doesn’t change when someone updates a password.
• Check the SSL certificate: leave this on. Turn it off only for a test server with a self-signed certificate.
• Default click-to-call campaign: used by the Call button for anyone who doesn’t have their own campaign.
• Default campaign and contact group: these prefill the Send to ICTContact window, so your team doesn’t have to look up IDs.
• Check for call results every: how often ICTERP asks ICTContact for finished calls. Five minutes is the default.
• Caller ID customers see: for display only. It’s shown in the “Call queued” message so agents know which number the customer will see. The number itself is set on the carrier side in ICTContact.

Press Test connection. ICTERP saves the settings, signs in to ICTContact and checks that it can read extensions and campaigns. The message tells you how many of each it can see. If something’s wrong, the message tells you which part failed.

Turn on instant results

ICTERP checks for results on a timer, but it can also hear about them the moment an agent saves an outcome. Enter a Webhook secret (any long random text) and press Register webhook. ICTContact then signs every update with that secret, and ICTERP ignores anything that isn’t signed correctly.

Set up each user

Every person who’ll make calls needs their own ICTContact extension and campaign. That’s covered in Calling a lead with the Call button.