TCN Dialer Integration

This article provides step-by-step instructions for setting up the TCN Dialer Integration in ACE.

Prerequisites

Before configuring TCN Dialer Integration in ACE, ensure that you have completed the following prerequisites:

Establish a relationship with TCN and obtain the necessary details:

• API Username

• API Access Token

• OAuth Client ID (required for click-to-call)

• OAuth Client Secret (required for click-to-call)

• Operator API Endpoint

• TCN Login URL

Campaign Details:

When setting up a campaign in TCN, follow these steps:

1. Define the campaign rules within the TCN app.

2. Obtain the following campaign details from TCN:

   1. TCN Campaign ID

   2. TCN Agent ID Username

Summary of Setup Steps:

1. Receive credentials from TCN.

2. Configure TCN Dialer in ACE.

3. Configure agent users with necessary TCN credentials.

4. Configure TCN export job in ACE.

5. Configure TCN import job for call results in ACE.

6. Configure TCN import job for recordings in ACE.

7. Set up an Action Path in ACE to flag accounts for TCN campaigns.

8. Create a logic Block in ACE to identify accounts for TCN campaigns.

9. Training for users.

TCN Credentials:

OAuth Credentials (for Click to Call)

OAuth Credentials are obtained from TCN and are required for Click to Call.

1. Request OAuth credentials (specifically, client_id and client_secret for the Operator API).

   1. TCN will require a callback URL.

      1. This should be: https://[customer_id].interprose.com/api/dialer/tcn/callback

   2. NOTE: Customers on shared systems should provide a callback URL that matches their shared hostname instead:

      1. example 1: https://team.interprose.com/api/dialer/tcn/callback

      2. example 2: https://portal.interprose.com/api/dialer/tcn/callback

   3. NOTE: These credentials are different from the API username and access token used for campaign scheduling and phone log imports.

OAuth Credentials for Click-to-Call

OAuth credentials are required only if your agency plans to use the "click to call" feature. These credentials include the OAuth Client ID and OAuth Client Secret. If you do not intend to use "click to call," you do not need to configure these credentials.

API Credentials

The access token is generated in TCN.

1. Generate an Access Token for the API in TCN.

2. Add API Credentials in ACE.

Note

This token does expire and will need to be renewed/updated each year. TCN assures you will get a reminder email. If it changes you will also need to update ACE vendor configuration again too.

Configure TCN Dialer in ACE

• Navigate to Setup → Vendors → Dialer, then select New.

Fill in the Vendor Information Section:

1. Label: TCN

2. Identifier: TCN_DIALER

3. Export Flag Identifier: TCN

4. Dialer Provider: TCN

5. Active: true (checked)

Fill in the TCN Settings Section with data provided by TCN:

1. API Username

2. API Access Token

3. API Endpoint: (typically defaults as listed in tooltips for most customers)

4. Allow Click to Call

5. OAuth Client ID (required for Click to Call)

6. OAuth Client Secret (required for Click to Call)

7. Operator API Endpoint: (typically defaults as listed in tooltips for most customers)

8. TCN Login URL

Note

Once you input the API and OAuth data into the designated fields, ACE will automatically incorporate this information into the Setup → Security section.

Click on the lock icon to view or update credentials.

Fill in the Export Information Section:

1. Export Demographic Types

2. Phone Location Types

3. Exclude Mobile Numbers w/o Prior Consent*

4. Exclude Unknown Numbers w/o Prior Consent*

5. Export User ID*

Add Dialer Codes Responses:

1. Establish Dialer codes (provided by TCN).

   1. Determine what action is needed when ACE receives the dialer code response.

Configure User Profile:

In User profiles, under "TCN User Settings":

1. Enter TCN Username.

2. Enter TCN Password.

Configure Jobs:

Create three distinct jobs:

1. Export TCN Dialer to generate dialer campaign.  default on demand schedule

   1. Two job tasks

      1. Workflow action path to find and flag accounts.

      2. TCN export job task

      3. Schedule: On Demand

2. Import TCN Dialer results from campaign.

   1. Need one job task for every import call type (inbound manual and outbound) may not need “call backs”

   2. Schedule: recommended every 15 minutes within a workday.

3. Export Do Not Call “DNC”

   1. One task for this

   2. Schedule: recommended once a day, morning or evening.

Configure Action Path

Set up an Action Path to flag accounts for TCN campaigns.

1. Go to Setup → Workflow → Action Paths → New

2. Add the following Flow Action:

3. Flag for Export = TCN, DEBT

4. Save

Configure Logic Block

The example logic block is designed to identify active debts with eligible phone numbers that have consent for contact and haven’t been recently contacted.

1. Go to Workflow → Logic Blocks → New

2. Label: TCN Campaign

3. Description: Enter Description

4. Return Primary Account Only: mark true

5. Add Fields:

   1. Account Active Dialer Phone Numbers

   2. Account Do Not Call

   3. Account Restricted

   4. Account Debt Status Code Group

   5. Bundle Last Call Date Age

6. Save

Note

The sample logic block demonstrates best practices and is provided for illustrative purposes. Each Customer should define their own criteria for campaigns and configure the Application to meet their specific workflow needs