What is the logic behind the NPF (NoPaperForms) integration with MyOperator?

What is the logic behind the NPF (NoPaperForms) integration with MyOperator?

🧭 Table of Contents

🧠 Overview

The NPF (NoPaperForms) integration with MyOperator creates a smart call routing and CRM sync experience, specifically designed for educational lead management. The integration logic ensures real-time call tracking, personalized routing, and seamless data sync with NPF CRM after every call.

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🔁 Call Flow Logic

1️⃣ Inbound Call Triggered

  • A student or lead dials the MyOperator virtual number assigned to the institute.

2️⃣ Counsellor Mapping Check (getCounsellor URL)

  • MyOperator sends a GET request to the NPF API (using the getCounsellor URL) with the caller’s phone number.
  • NPF Response:
    • If a counsellor is already mapped, the counsellor’s extension is returned.
    • If no counsellor mapping exists: the IVR flow is triggered (a default message plays to direct the call).

3️⃣ Call Routing

  • If Mapped: The call is directly routed to the assigned counsellor.
  • If Not Mapped: The call is sent to the default IVR menu for further routing.

4️⃣ Live Call Notification (IVRCallNotification URL)

  • As the call connects, MyOperator sends real-time call information to NPF via the ivrCallNotification URL.
  • Details sent include:
    • Caller Number
    • Call Start Time
    • Call ID
  • This triggers a CRM pop-up on the counsellor’s screen, displaying lead details for context.

5️⃣ Post-Call Sync (IVRCallBackDetails URL)

  • After the call ends, MyOperator sends detailed call metadata to NPF CRM via the ivrCallBackDetails URL.
  • Metadata includes:
    • Call Duration
    • Recording URL
Goal: This step ensures that all call-related information is logged in NPF CRM for future follow-up and analysis.

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🎯 Key Benefits of the Logic

  • 🧠 Contextual Routing:
    • Avoids repeating lead qualification questions by routing calls to the correct counsellor based on the number.
  • 🚀 Faster Resolution:
    • The assigned counsellor has instant access to the caller’s information, improving response time and customer service.
  • 🧾 Accurate Logging:
    • Ensures lead history is always updated in the CRM with call metadata, including duration and call disposition.
  • 🤖 Automation Ready:
    • The integration sets the stage for future follow-up flows via WhatsApp or email, powered by the detailed call data synced with CRM.

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✅ Expected Outcomes

  • Seamless Call Routing: Calls are routed automatically based on the counsellor mapping or default IVR flow, ensuring no leads are missed.
  • Real-Time CRM Updates: Lead details are updated in real-time in NPF CRM, and call summaries are logged after each interaction.
  • Improved Agent Efficiency: Counsellors have all necessary details at hand before they speak with a lead, improving the customer service experience.
Goal: This logic ensures an efficient, automated, and personalized lead handling process.

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⚙️ Troubleshooting & Notes

  • Issue: Calls are not routed to the correct counsellor.
    Solution: Ensure that the getCounsellor URL is correctly configured and that counsellor mappings exist in NPF CRM.
  • Issue: No live call notifications appear in CRM.
    Solution: Check that the ivrCallNotification URL is properly configured and receiving real-time data from MyOperator.
  • Issue: Call metadata is missing in CRM post-call.
    Solution: Verify the ivrCallBackDetails URL setup and confirm that data is being transmitted correctly after the call ends.

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❓ FAQs

Q1. How does the NPF and MyOperator integration handle incoming calls?
A. MyOperator queries NPF CRM with the incoming call’s phone number. If a counsellor is mapped, the call is routed directly to them. If not, it goes through the default IVR flow.

Q2. What information is displayed to the counsellor during the call?
A. During the call, the counsellor’s screen will show the caller’s information, including lead details and previous interactions, through a CRM pop-up.

Q3. What happens after the call ends?
A. Once the call ends, call metadata such as duration and recording URL is automatically sent to the NPF CRM for logging.

Q4. Can this integration handle outbound calls?
A. Yes, if outbound calling is enabled, the call routing logic will ensure that calls are placed through MyOperator with real-time call tracking.

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🔗 Related Articles

  • How to Set Up Webhooks for NPF and MyOperator Integration
  • Best Practices for CRM Integration with MyOperator
  • Troubleshooting NPF Integration Issues

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🏷️ Keywords

NPF integration, NoPaperForms, MyOperator integration, call routing, real-time CRM updates, counsellor mapping, lead management, Click2Call, IVR flow, CRM automation