Creatio Setup

A general description of the Creatio setup

1. This is the list of all Twilio settings that should be configured in the Creatio system (Fig. 1)
   Fig. 1 Settings list

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2. To enter the ‘System settings’ section and select the required settings, please use steps 1 and 2 from this guide Creatio Setup

3. All values for the settings that are mentioned in the points from 4 to 8 should be filled into the ‘Default value’ field (Fig. 2)
   Fig. 2 Default value field in the setting
   
   

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4. Twilio Account SID, Twilio Account token, VvtTwilioBaseAPIUrl, Twilio default number(caller id) settings are configured in the same way as for Twillio connector according to this guide points from 3 to 6 Creatio Setup

5. Twilio TaskRouter WorkspaceSid. WorkspaceSid where a Taskrouter is configured. To configure this setting in Creatio select a corresponding value from the Twilio ‘Workspaces’ section (Fig. 3)
   Fig. 3 Workspaces SID location in Twilio system

6. Twilio workflow for outbound tasks. Workflow is responsible for task distribution between queues. It is important to select particular queues’ workflow where the current Worker is situated. The value will be used for the outbound tasks. To configure this setting in Creatio select a corresponding value from the Twilio ‘Workflows’ section (Fig. 4)
   Fig. 4 Workflow SID location in Twilio

   1. The value is filled similarly to this section: Flex → Manage → Voice (Fig. 5)
      Fig. 5 Voice section in Twilio

7. Twilio TaskQueue for outbound tasks. Task Queue is responsible for the task distributions between users in the queue. The specific queue should be indicated in which the current user is situated. The value will be filled for the outbound tasks. To configure this setting in Creatio select a corresponding value from the Twilio ‘Tasks Queues’ section (Fig. 6)
   Fig. 6 Tasks Queues SID location in Twilio

8. TwilioFlex number mask. A telephone number mask is used to determine whether the call is internal or external. External calls will be routed via Twilio Flex. Internal - via Twilio Voice without task creation. The default value is \+?[.\(\)\s-]*\d{1,3}[.\(\)\s-]*\d{3}[.\(\)\s-]*\d{3}[.\(\)\s-]*\d{2}[.\(\)\s-]*\d{2}

9. Twilio wrap-up time. Is not used.

10. Twilio default available activity, Twilio Default agent activity during the call, Twilio Logout Activity, Twilio wrap-up activity are settings that refer to lookups. All these settings should have the value in the ‘Lookup’ field as ‘Telephony statuses’ (Fig. 7). Configuration of the lookups in the Creatio system is described here Statuses Lookup Configuration
    Fig. 7 Lookup value in the settings

11. Default messages exchange library. The Default messages exchange library system setting value should be set to “Telephony integration library based on Velvetech protocol”.

Configuration of the WorkerSID

11. To set up a User account a WorkerSID is needed (Fig. 8) (General description of this section of the Creatio User profile is here User Guide )
    Fig. 8 WorkerSID in Creatio User account

     

    1. To get this value you should go to the Twilio → TaskRouter → Workspaces → Click on required workspace (Fig. 9) → In ‘Workers’ Tab select required Worker(Fig. 10)
       Fig. 9 Workspaces location

       Fig. 10 Workers list

        

    2. Copy the required SID and paste it into the corresponding field from the Fig. 1 of this guide.