Installation Requirements

A user needs the following requirements to integrate their Dialpad instance into the Prodoscore application.

• Registered domain to the Prodoscore application
• Phone system license
• Dialpad instance for the domain

How to integrate the Dialpad module with Prodoscore – Install Instructions

1. An administrator in your Prodoscore ecosystem can setup the Dialpad integration to Prodoscore by navigating as follows: Prodoscore → Settings → Products → Phone System
2. The administrator can then select Dialpad from the drop down as shown below


Image 1 – Settings page selecting Dialpad from the drop down

3. Next, the administrator can authenticate and associate Dialpad to the Prodoscore application by selecting “Authenticate with Dialpad” as shown


Image 2 – Settings page to authenticate with Dialpad

4. Enter the administrator credentials for Dialpad


Image 3 – Dialpad authentication page

5. A separate window will appear to allow Prodoscore to access the Dialpad account. Select “Allow” as highlighted below.


Image 4- The allow access window pop-up

• OAuth2 Authentication is used to authenticate the Dialpad APIs which means users’ usernames and passwords are not stored, only the API tokens are stored
6. The user is then directed to the Prodoscore settings page by displaying a success message


Image 5- Settings page after authenticating with Dialpad

7. The administrator can map the employees with the telephone number/email to which it auto maps if Dialpad username and employee telephone number/email matches


Image 6 – Settings page when auto mappings the accounts

8. When the setup is completed, Prodoscore will start fetching Dialpad data


Image 7 – Prodoscore inputs in employee dashboard

9. Individual calls can be opened to ascertain further details


Image 8 – Score drill-down display in Prodoscore employee dashboard

Limitations

• When a user makes a call to another user, and if the receiver did not accept the call, the user can send a voice mail. That voice mail is recorded as a call event for the sender, and will not be flagged. The receiver (person who did not accept the call) will get that record as a voice mail, which will be flagged.
• When a user makes a video call in Dialpad, that video call activity is not displayed in the Prodoscore dashboard due to the existing API limitations.
• When a user makes a call and adds another participant to the same call (i.e.: three total participants), the sender will get two records for the same call. The score is allocated for the non-overlapping call durations out of those two records as illustrated below.

Image 9 – Score drill-down display in Prodoscore employee dashboard