Web services is a powerful tool that enables workspace users to connect a workflow to any REST API-enabled database or service via the web service connector workflow object.

1. An Example Scenario

  • Feed information from ipSCAPE to an external database and then return the response from that database to the ipSCAPE IVR to:

    • determine how the call is routed, using the 'Branch on Value' workflow object, or

    • confirm details to the caller using the 'Say Text' workflow object

    • display returned information to the agent within the script area of the agent toolbar

  • Connect to ipSCAPE APIs to check real-time queue information such as:

    • expected wait time (EWT) for a specific campaign, and based on the result determine how the call is routed, using the 'Branch on Value' workflow object.  For example, if EWT is less than 3 minutes allow the call to queue but if the EWT is greater than 3 minutes to an IVR that allows the caller to leave a voicemail or request a call-back

    • if there are agents currently available for a specific campaign and based on the result decide how and where the call is routed.

2. Add Workflow Object

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

  3. Select a workflow from the list displayed (you can also create a new one).

  4. Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.

  5. Click the Add New Object icon  The New Workflow Object dialog opens.

  6. Select Web Service Connector from the drop-down selection list.

Here is an overview of the process:

The steps involved in creating a web service connector are as follows:

  • Create an API key to connect to the appropriate REST API enabled database or CRM

  • Create API authentication

  • Create a web service connector

  • Use web service connector workflow object in the workflow

As every API authentication, and the data you wish to extract, is different, we have used connecting to ipSCAPE APIs to check real-time queue status as an example of how to build and use a web service connector.

Copy your API Key

  • Select Integration – API Keys & highlight & copy the default API key

Note: There is no limit to the number of API keys that you can create that connect to different applications 

Create API Authentication

  • Select Integration – Authentication Applications – Select the + key to add new

  • Name your API & add a description – Select ipSCAPE API from the drop-down list

  • Enter your workspace user name & password

  • Paste in the API key for your ipSCAPE instance copied earlier

  • Select Add

3. To Clone a Web Service Connector

  • Navigate to Integration – Web Services

  • Edit the web service you wish to clone

  • Select the Clone icon (top right)

  • Name your new Web Service – select Clone to create    

  • Modify parameters as required