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Documentation Index

Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt

Use this file to discover all available pages before exploring further.

Use this page when you are connecting the in-house Call Center suite to your telephony provider. Phone switch configuration is done in the call center detail page:
  1. Go to Call Center → Setup → Call Centers tab
  2. Open the center
  3. Go to the Phone Switch tab
  4. Select a provider by clicking its card
  5. Enter the provider-specific credentials
  6. Click Test Connection to verify
  7. Save
Brand-specific phone switch overrides can be configured in the Brand Settings tab. When a brand config includes phone switch credentials, those override the center-level defaults for that brand.

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What the phone switch powers

Once configured correctly, the phone switch is responsible for:
  • Click-to-dial
  • Screen pop / incoming call context
  • Call transfer
  • Hangup requests
  • Recording lookups

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Before you start

Have these ready before opening the ElasticFunnels setup form:
  • Provider admin access
  • The correct agent extensions
  • The API or admin credentials for the provider
  • Any required base URL or API endpoint
  • A real test number you can call

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Supported providers

ViciDial

Non-agent API for status and recordings, agent API for dial/hangup/transfer. Uses query-parameter authentication.

Five9

REST API integration with Bearer token or Basic Auth. Most deployments use a middleware proxy in front of Five9’s native SOAP API.

Ytel

Supports v4 JWT bearer tokens (recommended) and v3 Basic Auth (legacy). RESTful call management API.
See the individual provider pages above for detailed setup instructions, field references, and troubleshooting.

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Test Connection

After entering credentials, click Test Connection in the phone switch configuration panel. This calls the provider’s connectivity check and reports success or failure immediately — before you save. Use this to verify:
  • The API URL is reachable
  • Credentials are accepted
  • The provider responds as expected
If the test fails, double-check the API URL and credentials. For ViciDial, make sure the URL points to non_agent_api.php specifically. For Five9, confirm your middleware is running. For Ytel, confirm whether you should be using v4 (JWT) or v3 (Basic Auth).

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Screen pop and webhooks

Screen-pop behavior in the in-house suite is primarily browser-driven and call-log driven. When a call arrives, the platform looks up the customer by phone number and populates the agent’s screen with customer context. The platform includes webhook verification middleware for CTI integrations. The webhook secret is stored in the phone switch configuration under webhook_secret.

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Troubleshooting checklist

If calls are not working:
  • Check that the brand config is active
  • Check the selected provider type
  • Use Test Connection to verify API connectivity
  • Reconfirm the API URL
  • Reconfirm the username and password or token
  • Confirm the agent extension exists in the provider
  • Confirm the brand and call center belong to the same organization
  • Test with one known-good agent and one known-good phone number first