Ytel Integration

The Ytel phone switch integration lets ElasticFunnels Call Center place and control calls through your Ytel account. The service supports JWT bearer authentication (v4) and HTTP Basic authentication (v3 legacy) so you can align with the API version your organization uses.

Ytel v3 (Basic Auth) is legacy. Ytel and ElasticFunnels recommend v4 with a JWT bearer token (api_token) for new setups. Plan to migrate existing v3 configurations when your Ytel account allows.

auth_mode selects the mode explicitly. If it is omitted, the integration auto-detects: if account_sid is present, Basic (v3) is used; otherwise Bearer (v4) is used.

Prerequisites

Before you configure the phone switch in ElasticFunnels, gather:

Ytel admin or API access to create or copy credentials (JWT for v4, or Account SID + Auth Token for v3)
Your Ytel API base URL (required in all setups)
A from number in E.164 format for outbound caller ID
Agent extensions in ElasticFunnels that match how Ytel identifies agents for routing
A test destination number for a live dial test after save

You will enter credentials under Call Center → Setup → Call Centers tab → open a center → Brand Settings → Phone Switch → select Ytel (see Phone Switches for the general flow).

Authentication modes

Mode	Config	API
Bearer (v4)	`api_token` (JWT)	Recommended for new integrations
Basic (v3)	`account_sid` + `auth_token`	Legacy v3 API

Configuration fields

v4 (Bearer) fields

Field	Required	Description
`api_base_url`	Yes	Ytel API base URL
`auth_mode`	No	Set to `bearer` to force v4 (recommended when using JWT)
`api_token`	Yes*	JWT bearer token for v4
`from_number`	Recommended	Caller ID for outbound calls (E.164)
`rest_create_call_path`	No	Create call path (default `/calls`)
`rest_hangup_path`	No	Hangup path (default `/calls/{callId}/hangup`)
`rest_transfer_path`	No	Transfer path (default `/calls/{callId}/transfer`)
`rest_recording_path`	No	Recording URL path (default `/calls/{callId}/recording`)

*Required when using v4; omit account_sid if you rely on auto-detection so the integration chooses Bearer.

v3 (Basic) fields

Field	Required	Description
`api_base_url`	Yes	Ytel API base URL
`auth_mode`	No	Set to `basic` to force v3 when both credential types might be present
`account_sid`	Yes	Account SID (v3)
`auth_token`	Yes	Auth token (v3)
`from_number`	Recommended	Caller ID for outbound calls (E.164)
`rest_create_call_path`	No	Same defaults as v4
`rest_hangup_path`	No	Same defaults as v4
`rest_transfer_path`	No	Same defaults as v4
`rest_recording_path`	No	Same defaults as v4

Shared REST path placeholders

Paths may include the literal segment {callId}; the integration substitutes the active call identifier when hanging up, transferring, or fetching a recording.

Setup: v4 (JWT Bearer)

Obtain a JWT from Ytel

In the Ytel dashboard or API tools, create or copy a v4 API token (JWT) with permissions needed for calls and recordings per Ytel’s documentation.

Confirm the API base URL

Use the base URL Ytel provides for the v4 API. This value maps to api_base_url.

Configure ElasticFunnels

In the brand’s Phone Switch settings, choose Ytel and set api_base_url, api_token, and from_number. Optionally set auth_mode to bearer for clarity.

Save and validate

Save the brand configuration. connect() checks that credentials are present; it does not perform a live API handshake—run a real agent dial test to confirm end-to-end behavior.

Example shape (field names as stored in config; adjust values for your environment):

{
  "api_base_url": "https://api.your-ytel-host.example",
  "auth_mode": "bearer",
  "api_token": "eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...",
  "from_number": "+15551234567"
}

Prefer explicit auth_mode: bearer on new centers so future edits do not accidentally trigger Basic mode if a legacy account_sid is pasted into the same config.

Setup: v3 (Basic Auth)

Open Ytel API credentials

In the Ytel dashboard, locate Account SID and Auth Token for the v3 API.

Map to ElasticFunnels

Set api_base_url, account_sid, auth_token, and from_number. Set auth_mode to basic if you want to lock behavior to v3.

Save and test

Save the configuration, then place a test call from an agent with a valid extension and verify hangup, transfer, and recording if used.

{
  "api_base_url": "https://api.your-ytel-host.example",
  "auth_mode": "basic",
  "account_sid": "ACxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
  "auth_token": "your_auth_token",
  "from_number": "+15551234567"
}

How each feature works

Connection check (`connect()`)

Validates that the configured credentials exist for the selected auth_mode (or auto-detected mode). It does not call the Ytel API; use operational tests to confirm connectivity and permissions.

Outbound call (`makeCall()`)

Sends a POST to rest_create_call_path (default /calls) with payload fields including to, from, and agent_extension, using the configured base URL and authentication.

Hangup (`hangupCall()`)

Sends a POST to rest_hangup_path (default /calls/{callId}/hangup) for the active call.

Transfer (`transferCall()`)

Sends a POST to rest_transfer_path (default /calls/{callId}/transfer) with a target (transfer destination per your Ytel setup).

Recording URL (`getCallRecordingUrl()`)

Sends a GET to rest_recording_path (default /calls/{callId}/recording) to retrieve recording location for the call.

Screen pop

Incoming call context uses a webhook flow. The integration performs phone-based customer lookup so agents see matching customer records when calls arrive.

Call SID from responses

After create or status responses, the integration resolves the call identifier from the first present field among sid, call_sid, or id.

Troubleshooting

Symptom	What to check
Wrong auth mode / 401 errors	Confirm `auth_mode` or remove conflicting fields. If `account_sid` is set, auto-detection chooses Basic unless you force `bearer`.
v4 works in Postman but not in EF	Verify `api_base_url` has no trailing slash issues and matches the host Ytel expects; confirm the JWT is not expired.
Calls fail immediately	`from_number` must be valid E.164 where required; agent extension in ElasticFunnels must match Ytel’s expectation for `agent_extension`.
Hangup / transfer / recording fail	Confirm `{callId}` paths match your Ytel deployment; override defaults with `rest_hangup_path`, `rest_transfer_path`, and `rest_recording_path` if your API layout differs.
No screen pop / wrong customer	Verify the webhook is configured and reachable; confirm phone numbers normalize consistently between Ytel payloads and stored customer phone fields.
`connect()` passes but dialing fails	`connect()` only checks credential presence—inspect Ytel API error responses, scopes, and account limits on a real `makeCall()` attempt.

Custom REST paths are intended for environments where Ytel or a proxy exposes a different route layout. Defaults align with typical /calls-style resources; adjust only when your integration spec requires it.

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Prerequisites

Authentication modes

Configuration fields

v4 (Bearer) fields

v3 (Basic) fields

Shared REST path placeholders

Setup: v4 (JWT Bearer)

Setup: v3 (Basic Auth)

How each feature works

Connection check (`connect()`)

Outbound call (`makeCall()`)

Hangup (`hangupCall()`)

Transfer (`transferCall()`)

Recording URL (`getCallRecordingUrl()`)

Screen pop

Call SID from responses

Troubleshooting

​Prerequisites

​Authentication modes

​Configuration fields

​v4 (Bearer) fields

​v3 (Basic) fields

​Shared REST path placeholders

​Setup: v4 (JWT Bearer)

​Setup: v3 (Basic Auth)

​How each feature works

​Connection check (connect())

​Outbound call (makeCall())

​Hangup (hangupCall())

​Transfer (transferCall())

​Recording URL (getCallRecordingUrl())

​Screen pop

​Call SID from responses

​Troubleshooting

Prerequisites

Authentication modes

Configuration fields

v4 (Bearer) fields

v3 (Basic) fields

Shared REST path placeholders

Setup: v4 (JWT Bearer)

Setup: v3 (Basic Auth)

How each feature works

Connection check (`connect()`)

Outbound call (`makeCall()`)

Hangup (`hangupCall()`)

Transfer (`transferCall()`)

Recording URL (`getCallRecordingUrl()`)

Screen pop

Call SID from responses

Troubleshooting