How to automatically route calls to assigned Infusionsoft agents?

Step 1. Import of Infusionsoft contacts

• Go to WMS -> Users -> Phonebooks
• Select a phonebook you want to import contacts to and click Import (available only for admin user)
• Select Infusionsoft from the list of backend options
• Click Save and Import
  

After the import is completed, Infusionsoft contacts appear in a phonebook you have selected. If imported contacts contain "Owner" filed filled in, then the owner is automatically assigned in Collaboration. You can change owners in "Contact owner" field when editing contacts.

Step 2. Dialplan configuration

To be able to route calls to assigned Infusionsoft owners, there is a need to perform a lookup via the function MYVAR=${Lookupphonebook(valuetolookup, fieldswelookup, fieldwewant)}). The function searches for a specified parameter of a contact and, according to results, routes a call.

Where:

• MYVAR - the variable to which the result of performing Lookupphonebook function is saved
• valuetolookup - the value that we are looking for. Can be a channel variable
• fieldswelookup - the list of fields to search by. Multiple values, separated by commas, are allowed (in this case we need to use single quotes)
• fieldwewant - the  field whose value to return

Lookupphonebook is performed in a such way: SELECT fieldwewant FROM all_shared_phonebooks WHERE (fieldwelookup_1=valuetolookup OR fieldwelookup_2=valuetolookup OR ...)

For example: OWNER -> ${Lookupphonebook(CALLER_NUMBER, 'office, mobile', 'owner_id')}

Here you can find the example of Dialplan configuration:

1. Set -> OWNER -> ${Lookupphonebook(${CALLERID(num)} , 'office,home,mobile', 'owner_id')}
2. Set -> INFUSIONSOFT -> ${Lookupphonebook(${OWNER}, 'source_id', 'extension')}
3. Jump to if -> "${INFUSIONSOFT}"!=""
4. Play the sound 

Another example of Dialplan configuration: