FortiVoice and FortiCare RESTful integration

This example shows the FortiVoice IVR RESTful integration with FortiCare, however it can be implemented with other systems, such as SalesForce. When the RESTful service is set up and a caller dials in, the FortiVoice unit sends the caller information inquiry to the RESTful web service which sends back the information to the agent who processes the call.

In this example, FortiVoice retrieves the customer information by using the Express Routing Code (ERC), a unique customer ID.

Call routing using ERC

Each customer has identifying data stored in FortiCare. The data is stored in the following format:

Company, ProfileType, ERCCode, FirstName, LastName, PhoneGroup, Region, Email

In this example, FortiVoice uses the ERC (ERCCode) as a customer ID to query the customer information from FortiCare. With a successful match, the call is then routed by PhoneGroup to the call queue.

Note that for this example, an IVR called ERC has already been created. In addition, custom audio greetings/prompts, the auto attendant, and a call queue have already been created.

Workflow:

1. Customer calls in to the Fortinet call center.
2. FortiVoice collects customer ID through IVR system.
3. According to the configuration, FortiVoice sends a RESTful request to FortiCare along with the customer ID.
4. FortiCare receives the request, searches for the customer by customer ID, and responds with a search result.
5. FortiVoice parses the response from FortiCare and utilizes the customer information (if any) according to the configuration, such as dispatch the call to a corresponding call queue.