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8x8

Trigger outbound calls in 8x8 using Regal's Journey Builder

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This integration enables real-time synchronization between 8x8 and Regal, allowing organizations to automatically trigger personalized customer journeys based on call center interactions. By connecting 8x8's SAPI (Streaming API) with Regal's journey orchestration platform, teams can create sophisticated follow-up sequences, automate SMS/email communications based on call outcomes, and deliver timely customer engagement without manual intervention.

Prerequisites

Before beginning the integration setup, ensure you have:

Integration Setup

Step 1: Enable CRM API Access

  1. Log into the 8x8 "Configuration Manager for Contact Center"
  2. Navigate to the "Integration" section in the left navigation
  3. Click on the "CRM API" tab
  4. Enable CRM API Access if not already enabled
  5. Note down the following credentials:
    • CRM API username
    • CRM API password
  6. Under "Access Rights", enable all checkboxes to ensure Regal can make necessary updates to 8x8 CRM objects

Step 2: Generate API Tokens

  1. While still in the Integration section, click on the "API Token" tab
  2. Collect the following credentials:
    • API Token Username
    • Data Request Token
    • Action Request Token

Step 3: Share Credentials with Regal

Securely share the following credentials with your Regal implementation manager who will configure the data integration using 8x8's SAPI API:

  • CRM API username
  • CRM API password
  • API Token Username
  • Data Request Token
  • Action Request Token

Important: Use a secure credential sharing method such as https://pwpush.com/

Step 4: Verification

  1. Wait for confirmation from your Regal implementation manager that they have configured the integration
  2. Once confirmed, Regal will begin receiving real-time events from your 8x8 instance

8x8 Interaction Events

The integration captures various call center events including:

Interaction Created

Description: Campaign task created in 8x8
Identifier: contactPhone

Event Example:

"properties": {
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "interaction_id": "int-1918f43ff2b-3AGMeob4DFLnS6Ubya5YMycm3-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "queue_id": 110
}

Interaction Queued

Description: Interaction (i.e. Task) is added to a Queue
Identifier: contactPhone

Event Example:

{
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "interaction_direction": "out",
    "interaction_id": "int-1918f43ff2b-3AGMeob4DFLnS6Ubya5YMycm3-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "media_type": "phone",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724685483
}

Interaction Assigned: "Reserved"

Description: Interaction (i.e. Task) is reserved to an agent
Identifier: contactPhone

Event Example:

{
    "agent_id": "agyQDfU5k6SMKy8bv8vOXTGg",
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "interaction_direction": "out",
    "interaction_id": "int-1918f43ff2b-3AGMeob4DFLnS6Ubya5YMycm3-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "media_type": "phone",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724685483
}

Interaction Deassigned

Description: Interaction (i.e. Task) is completed or skipped by an agent
Identifier: contactPhone

Disposition Codes:

  • None - 1000
  • Try Again - 1001
  • Schedule Callback - 1002
  • Do Not Call - 2001

Event Example:

{
    "agent_id": "agyQDfU5k6SMKy8bv8vOXTGg",
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "disposition_code": 1000,
    "interaction_direction": "out",
    "interaction_id": "int-1918f43ff2b-3AGMeob4DFLnS6Ubya5YMycm3-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "media_type": "phone",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724685483
}

Interaction Accepted: "Assigned"

Description: Agent accepts Interaction (i.e. Task)
Identifier: contactPhone

Event Example:

{
    "agent_id": "agyQDfU5k6SMKy8bv8vOXTGg",
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "interaction_direction": "out",
    "interaction_id": "int-1918f5479f8-4FEw21tGFaGc1H2JshT8TJPjR-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "media_type": "phone",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724686563
}

Interaction Customer Accepted

Description: Call is connected
Identifier: contactPhone

Event Example:

{
    "agent_id": "agyQDfU5k6SMKy8bv8vOXTGg",
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "interaction_direction": "out",
    "interaction_id": "int-1918f5479f8-4FEw21tGFaGc1H2JshT8TJPjR-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724686563
}

Interaction Participant Change

Description: Call is connected
Identifier: contactPhone

InteractionPostProcess: "Wrapping"

Description: Call ended
Identifier: contactPhone

Event Example:

{
    "agent_id": "agyQDfU5k6SMKy8bv8vOXTGg",
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "interaction_direction": "out",
    "interaction_id": "int-1918f5479f8-4FEw21tGFaGc1H2JshT8TJPjR-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "media_type": "phone",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724686563
}

Interaction Deleted

Description: [Empty]
Identifier: contactPhone

Event Example:

{
    "campaign_id": 61,
    "campaign_name": "Form Submission - High Net Worth: 3 Attempts",
    "disposition_code": 1001,
    "interaction_direction": "out",
    "interaction_id": "int-1918f5479f8-4FEw21tGFaGc1H2JshT8TJPjR-phone-01-regalvoice2demo01",
    "interaction_type": "campaign",
    "media_type": "phone",
    "queue_id": 110,
    "queue_name": "New Form - High Net Worth",
    "queue_time": 1724686563
}

Troubleshooting

If events aren't appearing in Regal, verify:

  • CRM API Access is enabled
  • All Access Rights are checked
  • API credentials have been correctly shared with Regal
  • You've received confirmation from Regal that the integration is configured

Best Practices

  • Use a secure method to share credentials
  • Wait for Regal's confirmation before considering the setup complete
  • Monitor the data flow regularly to ensure consistent operation
  • Keep a record of shared credentials for future reference

Updated about 2 months ago